CARRINGTON MORTGAGE SERVICES, LLC

2019-09-28

Fleming, GA

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2019-09-26

Crest Hill, IL

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-09-24

La Vernia, TX

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: Carington Mortgage recently marked our credit report late on XX/XX/19. We sent a payment and some how it got returned back to us in the mail after the 30 days had past. We sent to the same address as we have done in the past so not sure how that happened. As soon as this was brought to our attention I made payment immediately but the damage was already done.
Company Response: Closed with explanation

Timely Response

2019-09-24

Logan, KS

Written notification about debt

Debt collection: Mortgage debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2019-09-24

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-09-24

Helena, MT

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2019-09-23

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-09-23

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-09-23

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-09-23

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-09-21

Philadelphia, PA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: I went through a loan modification several times on my own. I thought I could handle it. My father died seven months after his wife. His mortgage went into foreclosure after her death because the person handling his affairs didn't pay any of his bills associated with his property. So, after several mistakes applying on my own, I finally received help from a housing counselor and was approved for loan modification. I passed the trial period with flying colors and paid the mortgage on time for the past four months. This entire process had been one long traumatizing year. FHA approved funding for mortgage payments in the rears. I only needed to provide additional documentation for a permanent loan modification. Nonetheless, the mortgage company requested probate paperwork, requested that I transfer deed into my name as the administrator of my fathers estate, and a copy of my step mothers will. All requests were made over the phone and never in writing by several different people ( XXXX XXXX, XXXX XXXX, and God only knows who else ) each requesting different things and never for the same reasons and some offering legal advise or a denial asking for will. Nevertheless, I complied despite confusing answers ( one gentleman told me I had to get the paperwork in right away and XXXX XXXX said I had thirty days ) ; these two particular phone calls occurred consecutively over the course of two days. However, I was constantly called by different people often to the point where it almost felt like harassment ; for a lack of a better term. Still, I requested instructions in writing and they refused to provide them. While in court I received a call from XXXX XXXX on XX/XX/2019. I told her I was in court about the property and I would call her later. I called her back XX/XX/2019. Upon returning the call I was informed that my permanent loan modification had been denied because I had not provided the documentation in a timely fashion. I informed her that, I had in fact done so, and that I had also provided that same information to the mortgage companies attorney. Then, the reason for denial changed to a lien on the property. I wanted to know which one was it because I had never received any information in writing pertaining a lien and they claimed they had sent it to the property on XX/XX/2019. So, then XXXX XXXX emailed a paper to me that same day in a matter of sections about the lien. Nevertheless, I had received a call from a women named XXXX around XX/XX/2019 telling me that she had found a lien but that she had resolved the issue and I had nothing to worry about, the lien had been satisfied, and she told me if I had any problems in the future all I had to do was call and ask for her because she was the only one in loss mitigation with the name XXXX who did title searches, and she said she would remember me because she had to work really hard to resolve this issue with serval phone calls and due diligent research. By the way, The mortgage company is now also refusing to provide specific information about the lien holder, authentic contact information so I can dispute and or authenticate the lien and they told me on XX/XX/2019 that the house was back in foreclosure and going to sheriff sale immediately. Now, I am being forced to spend money, I don't have, to retain a lawyer!
Company Response: Closed with explanation

Timely Response

2019-09-21

CA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Problem with personal statement of dispute
Complaint: I am having a BIG problem with Carrington Mortgage that I know is not exclusive to me. I have screen shots of this process to prove my case. When you sign up for auto pay when on-line, it gives you the date of the following month, on the first, that your payment will start coming out. I have the series of screen shots with the date that the payment is claimed to be coming out. However, The following is what happened TWICE to me. ( because I quit and re-signed up for autopay in order to get screen shots of the steps to prove my case ) 1 ) It gave me a date when the payment was coming out of the following month on the 1st 2 ) When I went on-line to check on that payment, it gave me a big screen pop-up that said ( to the effect of ) you have signed up for auto pay. If you make a payment, you will be paying twice. So, it tells you NOT to make a payment. 3 ) THEN, they DONT take out the payment and give you a 30 day late. The auto-pay kicks in a month late from what they said. 4 ) They are refusing to remove the mark on my credit. I have been working on getting that mark off for the last year since it was put on. I have worked on it myself and a credit repair agency worked on it. They WILL NOT remove it. They say to me : it is our legal obligation according to the FCRA to report accurately to them This was neither FAIR NOR ACCURATE. This is after 11 years of being a good customer. They are not taking that into consideration whatsoever. They are stuck on keeping two 30 day lates in a row ( no, not a 60 day late ) because they skipped the month of auto pay that they were supposed to take out, and left me a month behind once it kicked in. I was traveling which is why I signed up for auto pay to begin with, and did not have any idea I was getting these lates until 2 months later. I can not believe their system is set up to make you fail, and then, they refuse to take any responsibility whatsoever. I can not refinance my house because of that mark. I may loose my house because I can not refinance and owe a balloon payment on a 2nd mortgage that I thought I would refinance into my current mortgage. I am at a complete loss. I can not believe this company can get away with that. PLEASE help. I know I am not the only one with this problem. It has to happen all the time if it happened to me twice. They are refusing to remove it from my credit. They are the ONLY mark on my credit as well. I do not have any habits of non-payment or late payments. I really need help with Carrington Mortgage. This is not the first time or the first thing they have done to set a person up for failure. Their system is designed for failure. On top of it, a person is signing up for AUTO-PAY. Obviously the intention is not to ditch a payment. The intention is to not have to worry about their screwed up system of paying that may not go through in time. ( another failure they set you up for ) So, auto-pay was supposed to be the remedy to get them their money on time. Now I have 2, 30-day lates because of it to my detriment and clean credit history until now. Original Dates were XXXX and XXXX of XXXX. I was set up with auto pay and they did not take the payment and reported me late 30 days 2 months in a row because they were taking out the payment and back dating to the previous month. The 2nd time I removed and re-set up auto pay in order to get screen shots was XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2019-09-19

Jacksonville, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Carrington Mortgage LlC have added fees to my mortgage with no explanation, every time I ask what the fees are for their from your old mortgage company can you send me a letter with a detailed breakdown showing the fees. You will have to call another 800 number. They have added fees to make my mortgage payment increased.
Company Response: Closed with explanation

Timely Response

2019-09-19

Anaheim, CA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: I made my XX/XX/XXXX payment on the last day of the month ( XX/XX/XXXX ) through the servicer 's website, which routes you to XXXX to process the transaction. The payment date that prefilled in that payment information screen was XX/XX/XXXX and the confirmation page again confirmed a " payment date '' of XX/XX/XXXX. However, the servicer credited the payment effective XX/XX/XXXX despite the confirmation provided through their vendor 's website and they are unwilling to honor it or correct it. They stated that regardless of the payment date confirmed through the speedpay transaction, there's a box that you click on which has a list if disclaimers about the cut off time to process your payments same day. No one is going to look through all these hidden disclaimers to find that information. Consumers are going to go off of the payment date that you are allowed to enter when processing the payment. All other creditors pre-fill that date to the following business day if the transaction is after the cutoff but not Carrington. This is a disconnect between the servicer and their vendor ( which they're still on the hook for ) and rather than fixing the issue and correcting it going forward, its easier for them to reject any liability for the error. Bottom line is that if the payment is being made after their cut off, the payment date made available to the customer should not reflect an incorrect date, it should automatically flip to the next business date so there's absolutely no confusion. This is unfair and deceptive business practices which is confusing to their customers, yet they fail to acknowledge that.
Company Response: Closed with explanation

Timely Response

2019-09-17

Harker Heights, TX

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-09-17

Broadmoor, LA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-09-14

Cumberland, RI

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-09-13

Waterloo, IA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My Loan is with Carrington Mortgage. # XXXX. I have owned my home for XXXX years, since XX/XX/XXXX. When it got sold to XXXX I have had nothing but horrible service. I got behind a couple months on my mortgage due to starting a new job, and going thru a divorce. My mortgage used to be : {$760.00}. I paid XXXX XX/XX/XXXX, not a full payment on XX/XX/XXXX ( I paid XXXX ), On XX/XX/XXXX, I paid XXXX, on XX/XX/XXXX, I paid XXXX, on On XX/XX/XXXX I paid XXXX, On XX/XX/XXXX I paid TWO payments of XXXX to 'get caught up ' and on XX/XX/XXXX I paid XXXX for XXXX thinking THAT CATCHES ME UP. Nope it still didn't. Oh and by the way, they raised me to XXXX from XXXX stating that it was because I needed a bigger escrow cushion due to me being late before. I paid XXXX on XX/XX/XXXX, and paid ONLINE for XXXX of {$920.00} ( to include a late fee ) and they said I 'was one number off on my acct number so they never took it ) that is not true because I don't even enter my acct. number each time I pay, its SAVED!! I didn't know the bank didn't take it either until I went to pay XXXX XXXX for XXXX and find out I am now 2 mths behind and they tell me I have incurrec {$400.00} in late fees!! This is so fraudulent on so many levels. I also got a letter from them yesterday called " intent to foreclosure. ' saying they will only take XXXX and nothing less and it has to be paid in 30 days from the date of the letter or they are taking my home. Which I know has been their intent since they bought my mortgage. XXXX of the XXXX is late fees ... I should be able to pay my XXXX but they are not allowing me to. I am beyond upset. I have about 2 mths left until my divorce is final and this is all so stressful. I can't lose my house over this.
Company Response: Closed with explanation

Timely Response

2019-09-12

Vineland, CO

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-09-11

San Jose, CA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-09-09

Fleming, GA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I am a XXXX XXXX XXXX XXXX veteran that was just affected by Hurricane Dorian under a mandatory evacuation. I am trying to save my home from foreclosure and sent in a 75 page loss mitigation workout package After I sent it they said there was a foreclosure sale date for XX/XX/19 and they would not review me because they didn't receive my application until XX/XX/19 just under the 37 day time frame they claim is required before a sale date I sent it by fax on XX/XX/19 but they took 2 days to process it and I should not be penalized for their delay
Company Response: Closed with explanation

Timely Response

2019-09-09

Cordova, TN

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: In XXXX, I purchased my home under deceptive practices by the lender via a predatory loan. This home was valued at {$130000.00} in XXXX. Using their deceptive practices, they financed the home at an APR of 9.016 % on the first loan amount of {$110000.00} and the second loan amount of {$28000.00} at an APR of 8.842 % unbeknownst to the borrowers. At the maturity of both loans, we would have paid a total of {$410000.00} on a house worth only {$130000.00}. The lenders preyed upon our lack of knowledge and desire to own a home. Our credit scores with all the bureaus were under 600 ranging as low as XXXX. It was never stated to us the devastating financial impact this predatory loan would have on us long term as a middle class family. In XXXX, this house is only worth {$130000.00}. After being in this home for 19 years, I owe more for this home now than I did when I first began. This is because of XXXX XXXX XXXX XXXX XXXX ( trustee ) and Carrington Mortgage Services ( servicer ) as stated in their letter to me dated XX/XX/XXXX. Somehow and somewhere this loan was sold/transferred to XXXX XXXX XXXX/Carrington Mortgage Services and thus began a plethora of problems. Their customer service has been less than deplorable causing me emotional and physical stress to the point that I'm having XXXX everyday in having to deal with them or just the thought of dealing with them. Over a few years, I had several hardships to occur like divorce, loss of income, sick/elderly parents, major housing repairs, and etc. that caused me to be late on my payments. I submitted multiple mortgage assistance applications and was denied. I was forced to add my elderly sick parents to an application and was accused of fraud in submitting supporting documentation for them in which I never submitted. This has been a long and exhausting process of XXXX XXXX XXXX and Carrington Mortgage Services ( CMS ) to take my home to maximize their profit. Since I file the first complaint against Carrington Mortgage Services, I was told by XXXX with CMS on XX/XX/XXXX to send in an appeal to their Customer Research department in which I did on XX/XX/XXXX. Initially when talking to XXXX, I called to check on the status of the mortgage assistance application I emailed on the XXXX. XXXX stated that their home retention department informed me previously that their is fraud on the account and I could not submit any documents and to fax the appeal letter to XXXX. I told XXXX I was told this before and waited the 30 days as home retention stated and at the end of the 30 days, I was told there was no research department to review an appeal. Also, I asked her was she aware that CMS sent me a letter on XX/XX/XXXX telling me to submit another mortgage assistance application. She said no but to send the appeal letter to the research department. Nevertheless, I complied. On XX/XX/XXXX, I spoke to XXXX who stated they received the appeal letter on XX/XX/XXXX and it was under review and that the sale date has been removed while the appeal is under review. I was told to call back weekly to check the status of it. I spoke to XXXX on XX/XX/XXXX, and was told the appeal was still under review and to call back after the XXXX XXXX holiday. On XX/XX/XXXX, I spoke to XXXX and XXXX ( supervisor ) and was told the appeal was denied and the findings were the same that the SSI letter was altered and I could do nothing but reinstate the loan. I called CMS Customer Advocacy and spoke to XXXX XXXX. She said they will have a decision on XX/XX/XXXX regarding my complaint but they could do nothing to stop the foreclosure and the only option was to reinstate the loan. On XX/XX/XXXX at XXXX XXXX, I received a call from Mr. XXXX with CMS asking my intentions for the home. I informed him I wanted to keep the home and he stated to submit a new mortgage assistance application without my parents on it and I would not be denied by home retention to review the application due to fraud. I submitted yet another mortgage assistance application on that same day of XX/XX/XXXX. I called back this morning XX/XX/XXXX and spoke to XXXX. She stated that the mortgage assistance application was sent to home retention and is under review. She said that by Wednesday home retention will let me know if they need any additional documents or will provide me with a decision. At XXXX XXXX, I received a call from XXXX with home retention. I was at work and he stated he would call me back in a few minutes. I left work and called back and spoke to XXXX at around XXXX XXXX. XXXX stated that XXXX was mistaken and he had no idea who Mr. XXXX was as there were no notes about that call. XXXX stated that the advocacy group is reviewing my complaint and will have a decision by XX/XX/XXXX and that no mortgage assistance applications will be accepted or reviewed until that the decision is made and to call back in ten days. CMS has been giving me the run around for months now with different information from different representatives and it is always an excuse for their numerous errors. XXXX XXXX XXXX, CMS, and their law firm XXXX, XXXX, and XXXX, XXXX are working together to underhandedly proceed with foreclosure. They have backdated letters to show that they had sent notice to me but in actuality the date stamped on the envelope show a couple of days later and they have provided inaccurate information regarding my personal identifying information. Their goal is to take this home at all cost as they have requested an extension to buy time to gather documents as they know the foreclosure date is XX/XX/XXXX and will not have a decision till XX/XX/XXXX which is just two days before foreclosure.
Company Response: Closed with explanation

Timely Response

2019-09-09

Richardson, TX

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Reporting company used your report improperly
Complaint: I am having this problem with Carrington Mortgage Services LLC, for the last few months.Carrington Mortgage Services, LLC has opened a fraudulent mortgage loan account under my identity information on the XX/XX/XXXX of XX/XX/XXXX with a mortgage loan account number of XXXX. During that time, I had to business relation with Carrington, under which Carringtoncan issue such loan. The opening of the loan account was not disclosed by the company to me or to the Credit Reporting Agency for a period of 6 years until XXXX. When I discovered the issue first, I filed an identity theft report with the FTC on the XX/XX/XXXX. As a result, Carrington Mortgage Services , LLC closed the fraudulent mortgage loan account. Carrington as of today, has not provided any proof that could establish the legal validity of their opening the mortgage loan account. However, ever since the month of XX/XX/XXXX, Carrington Mortgage Services has opened and closed the account multiple times for no reason. Under FCRA, the creditor of any loan account is responsible to remove a loan unless and until they are able to furnish any evidence, record or proof in support of a loan agreement executed with a consumer. Carrington 's act of opening and closing the loan account is in continuous violation of FCRA and Texas Deceptive Trade Practice Act. Since Carrington is a third party mortgage servicer, such act of Carrington also violates FDCPA.
Company Response: Closed with explanation

Timely Response

2019-09-06

Plano, TX

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-09-04

Union City, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response