CARRINGTON MORTGAGE SERVICES, LLC

2017-12-10

Lewisville, TX

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: My Mortgage was transferred in XX/XX/XXXX from XXXX XXXX XXXX to Carrignton Mortgage Services. I have continually asked them when they will start reportiing to the major credit bureaus as this is affecting my credit score and they will not respond or give me a positive answer after many calls and follow up. The customer service at this company is no where near the level of XXXX XXXX XXXX and seriuosly needs help.
Company Response: Closed with explanation

Timely Response

2017-12-08

Chicago, IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-06

Lithonia, GA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-12-06

Springfield, MO

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-05

Fresno, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Hi I have very bad problem. Please make this a rush I have a sale scheduled for my property on XXXX/XXXX/XXXX. I found out just yesterday that my loan was transferred to another servicer called CARRINGTON MORTGAGE SERVICES. I never received any goodbye letters from XXXX XXXX, XXXX ( my previous servicer ) nor any welcome letters from Carrington Mortgage Services. I have some very bad issues going on right now with my new servicer CARRINGTON MORTGAGE SERVICES. I 'm having a very hard time dealing and working with this new servicer. I only found out about this new servicer when I called XXXX to see the status of my loan modification review that I was working with them on. I put in my loan XXXX. and the automated line said that this loan was transferred and to please call this number XXXX. It did not tell me who it was nor when and it did not even give me an option to speak with a representative at XXXX to confirm or at least get some information about this and why they transferred me right in the middle of when I was in the loan modification review process. Once called that telephone number I found out who the company was, it was CARRINGTON MORTGAGE SERVICES. Got a representative on the line, I did not have a XXXX number to provide to them as I was not aware of it. They could not look up my account by my address they only found me by my XXXX XXXX number. They had a totally different address on file then my address. I explained to them that I have never received any welcome letters from XXXX MORTGAGE XXXX and that I would like to work with them in attempting to get a loan modification but they were very rude and disrespectful, they did not care all they said was yeah you are behind, you are behind, what did you expect and so forth. I was shocked to hear this from a professional company. All I want to do is to work with them. If I knew they were the new servicers before I would of right away started a loan modification packet and would of started to work with CARRINGTON MORTGAGE SERVICES. So now as I was in a loan modification review with XXXX XXXX, XXXX they transferred my loan to CARRINGTON MORTGAGE XXXX and all of that work Ive done and worked for is all gone and id have to start all over with CARRINGTON MORTGAGE SERVICES and on top of that I have a foreclosure sale scheduled for XXXX/XXXX/XXXX. They really have put me and my family in distress both companies. If they proceed with the sale they will be in violation of the XXXX HOMEOWNERS BILL OF RIGHTS and other laws as well. As part of the bailout, on XXXX XXXX, XXXX, the United States XXXX took over XXXX XXXX and pumped billions, which in XXXX XXXX, then XXXX XXXX XXXX XXXX said as much as {$200.00} XXXX would be pumped into XXXX XXXX and XXXX XXXX, each, which was separate from the {$700.00} in XXXX funds given out to other lenders. XXXX. The guidelines issued by the United States XXXX set forth a detailed process whereby a participating servicer, either action or not acting through its subsidiary, must : a. identify loans that are subject to modification under the XXXX program, both through its own review and in response to requests for modification from individual homeowners ; b. collect financial and other personal information from the homeowners to evaluate whether the homeowner is eligible for a loan modification under XXXX ; c. institute a modified loan with a reduced payment amount as per a mandated formula, that is effective for a three-month trial period for borrowers that are eligible for a modification ; and d. provide a permanently modified loan to those homeowners who comply with the requirements during the trial period. Whether the homeowner qualifies for a modification or not, participating servicers are also required to provide written notices to every mortgage borrower that has been evaluated for a loan modification, whether or not the borrower has been found eligible. XXXX and its associated directives also set prohibitions against certain conduct including demanding upfront payments in order to be evaluated for a loan modification, instituting or continuing foreclosures while a borrower is being evaluated for a loan modification, assigning a single point of contact, maintaining an adequate level communication with borrowers, maintaining proper caseload to ensure XXXX objections are met, and restrictions on the way a servicer may report the borrower to credit reporting agencies. All servicers have systematically failed to comply with the terms of the XXXX directives and has regularly and repeatedly violated several of its prohibitions. Now that XXXX is over and expired due to servicers prolonging these modifications they are now proceeding with other alternatives. Under XXXX, the federal government incentivizes participating servicers to make adjustments to existing mortgage obligations in order to make the monthly payments more affordable. Servicers receive at least {$1000.00} for each XXXX modification. However, this incentive is countered by a number of financial factors that make it more profitable for a mortgage servicer avoid modification and to continue to keep a mortgage in a state of default or distress and to push loans toward foreclosure. This is especially true in cases where the mortgage is owned by a third-party investor and is merely serviced by the servicer. However, this incentive is countered by a number of financial factors that make it more profitable for a mortgage servicer such as CARRINGTON MORTGAGE SERVICES to avoid modification and to continue to keep a mortgage in a state of default or distress and to push loans toward foreclosure. This is especially true in cases where the mortgage is owned by a third-party investor and is merely serviced by Service companies because Service companies do not carry a significant risk of loss in the event of foreclosure. XXXX Business and Professions Code XXXX et seq., also known as the XXXX Unfair Competition Law ( UCL ), prohibits acts of unfair competition, including any unlawful, unfair, or deceptive business act or practice as well as unfair, deceptive, untrue or misleading advertising. CARRINGTON MORTGAGE SERVICES and all other previous servicers and their Investors conduct was unlawful in that : They illegally began and prosecuted the non-judicial foreclosure based on the lien to the XXXX Deed of Trust, despite i was not in breach of payments on said lien ; They engaged in the uniform practice of requesting unnecessary documentation, seeking repetitive submissions of the same documents, and never rendering a decision, and in doing so, such activity provides the basis for an unfair inquiry and could deceive the public because it places burdensome requirements on me that served no purpose but to provide a basis for either engaging in Dual Tracking by placing sale on my home. They failed to properly consider loan modification applications before trying to sell my home. XXXX. On information and belief, CARRINGTON MORTGAGE SERVICES does not own a significant majority of the loans on which it functions as servicer. XXXX. Economic Factors that discourage CARRINGTON MORTGAGE SERVICES from meeting its obligations under XXXX by facilitating loan modifications include the following : a. CARRINGTON MORTGAGE SERVICES may be required to repurchase loans from the investor in order to permanently modify the loan. This presents a substantial cost and loss of revenue that can be avoided by keeping the loan in a state of temporary modification or lingering default. b. The monthly service fee that CARRINGTON MORTGAGE SERVICES, as the servicer, collects as to each loan it services in a pool of loans, is calculated as a fixed percentage of the unpaid principal balance of the loans in the pool. Consequently, the modifying of a loan to reduce the principal balance results in a lower monthly fee to the servicer. XXXX Fees that CARRINGTON MORTGAGE SERVICES charges borrowers that are in default constitute a significant source of revenue to it. Aside from income CARRINGTON MORTGAGE SERVICES directly receives, late fees and process management fees are often added to the principal loan amount thereby increasing the unpaid balance in a pool of loans and increasing the amount of the servicers monthly service fee. XXXX Entering into a permanent modification will often delay a servicers ability to recover advances it is required to make to investors of the unpaid principal and interest payment of a non-performing loan. The servicers right to recover expenses from an investor in a loan modification, rather than a foreclosure, is often less clear and less generous. XXXX XXXX overhead costs involved in successfully performing loan modifications involve up-front costs to the servicer for additional staffing, physical infrastructure, and expenses such as property valuation, credit reports and financing costs. XXXX. Rather than allocating adequate resources and working diligently to reduce the number of loans in danger of default by establishing permanent modifications, CARRINGTON MORTGAGE SERVICES has serially strung out, delayed, and otherwise hindered the modification processes that it contractually undertook to facilitate when it accepted billions of dollars from the United States. CARRINGTON MORTGAGE SERVICES delay and obstruction tactics have taken various forms with the common result that my loan serviced by CARRINGTON MORTGAGE SERVICES, in which im eligible for permanent loan modifications, and have met the requirements for participation in Loan Modification, have not received permanent loan modifications to which XXXX entitled.
Company Response: Closed with explanation

Timely Response

2017-12-05

Newark, NJ

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

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-12-04

TN

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: My mortgage was in payment arrangements through XXXX XXXX XXXX. Carrington mortgage assumed the loan in XX/XX/XXXX and when I contacted them to set up payments they told me my bill was {$26000.00} and I would have to pay that amount in full to then set up payments. I submitted a request for mortgage assistance in XX/XX/XXXX. I received a letter on on XX/XX/XXXX dated XX/XX/XXXX that addition documents were need. I submitted those on XX/XX/XXXX withe a deadline of XX/XX/XXXX. I was on the phone when the documents were sent to verify the arrival of the documents. I call back on XX/XX/XXXX not having heard back from the company and was informed the the case was closed and denied due to paperwork not being received on time. I have the emails and confirmation that everything was received. I was informed today that I need to submit and entire new packet. So I did and was told to call back to verify that it was received, I did but was informed that they will not process the packet at this time but within the next 3 days.
Company Response: Closed with explanation

Timely Response

2017-12-04

Bartlett, TN

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-12-04

NC

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: XXXX/XXXX/XXXX HUD Short Sale Approval Notification Received. Sale Amount Approved- {$180000.00} closing date scheduled : XXXX by Lender closing date changed to XXXX by buyer atty due to late approval by lender for buyer XXXX/XXXX/XXXX Closing Disclosure was incorrect. It indicated fees required by seller. This was a short sale transaction and seller was not responsible for fees. A corrected copy was was never provided but seller was assured it would be provided at closing on XXXX I agreed to a {$1000.00} deduction from my relocation check, the seller and buyer agent also agreed to a deduction as well from their commissions In order to make up this amount. In addition, a partial payment of {$1000.00} that I made previously was not refunded to me. I was told it would be applied towards the short sale. I saw no evidence of this amount listed anywhere on the closing disclosure.As requested by XXXX XXXX, I provided a signed letter indicating I agreed to the {$1000.00} deduction form the relocation funds. Once numbers were calculated, the short sale specialist advised there was {$2600.00} deficient.In order to get the short sale completed. XXXX/XXXX/XXXX I also signed a 4T-agreement which was submitted to the buyer agent.Since the closing date has to be changed to XXXX. Seller and buyer arrived to closing on time. Placed in separate rooms paperwork signed by buyers. Sellers left in a room for 3 hours and finally told to leave. no paperwork signed and keys to house remained in sellers possession.The Short Sale Specialist XXXX XXXX became increasing frustrated at the constant back and forth with the attorney ; she then indicated it would easier to decline the short sale and just place the house in foreclosure. This was communicated via phone and possibly email to the seller agent. XXXX/XXXX/XXXX XXXX XXXX indicated he numbers were correct just wait on her final approval. After 6 hours of waiting and constant contact by the attorney and seller agent, XXXX XXXX then advised she did not have final approval authority it had to come from " her boss ''. XXXX/XXXX/XXXX As a result of this delay. I have incurred additional storage fees of my household goods now totally {$350.00}. I have also incurred hotel fees now totally {$280.00}. Meals have now totals {$75.00}. Despite allegation that the process is being rushed, it is now becoming obvious that Carrington MS is stalling in order to place the house in foreclosure and cover up their lack of attention to this matter. We were notified today that a reply from HUD is pending which appears to be evident that the process is starting over. I still have keys to a house that was approved for a short sale and because of the lack of due diligence on the part of the lender, this will now cause the approved buyers to loose out on a purchase and the seller to suffer the consequences of a foreclosure proceeding. A close look at Carringtons business practices needs to be examined for abuse, excessive delays and unjustified threats to the determine of the homeowner. The emotional and financial stress this has caused is unmeasurable.
Company Response: Closed with explanation

Timely Response

2017-12-02

Farmington, NM

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-01

Itasca, IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Carrington Mortgage Services is servicing my mortgage unfortunately XXXX XXXX XXXX sold it to them. Everything was fine until I received a letter from them back in XXXX that states my monthly payment went up from {$1100.00} to {$1200.00}. I called them on XXXX XXXX and talked to XXXX. She told me the reason for the increase was the shortage on the escrow account. I asked what I need to do to get the monthly payment down to where it was and she told me all I needed to do was pay the shortage, {$770.00} and the difference in the monthly payment {$78.00} and shed waive the late fee. She also gave me a confirmation number, XXXX and told me to call back in a few days and ask for re-run of the escrow analysis. My bank had already processed the XXXX payment and since the amount processed was the old amount, {$1100.00}, that night, I made additional payment in the amount of {$78.00} to make sure the new amount is paid in full until it is fixed. I also wanted to make sure they wouldnt charge me any late fee. I called back on XXXX XXXX and the lady I talked to told me the payment {$770.00} was applied incorrectly and told me shed make sure the itd be applied correctly and the escrow analysis will be re-run and advised me to call in a week or so. I told her that I paid additional {$78.00} to make sure the monthly payment was not short paid and she told me she would note it. I called on XXXX XXXX and explained the whole thing to the person who picked up and learned that nothing had been done, I was on hold for several minutes and finally I asked to speak to a manager and XXXX or XXXX ( I am not sure which one she goes by ) told me she would take care of it. I insisted I needed to talk to someone who I would be able to follow up with because I was tired of explaining to different people every time I call. She told me to ask to be transferred to XXXX and they would transfer me to her. She also told me she would call me before thanks giving if not, she would call me on Monday the XXXX. By the time I was done with her I was on the phone for 1 hour and 4 minutes. I waited until the XXXX and I called but I couldnt get a hold of her. I was told shed call me back. She called me and left me a message. I called back again but couldnt get a hold of her. Finally the person I spoke with told me she said I owe {$100.00} and some changes ( I dont remember the amount exactly ) and I would be all set. No answer on whether or not the escrow analysis was re-run, no information as to what my new monthly payment will be, and no explanation as to how they came up with the amount they threw at me. I told him I needed to speak to a manager and he told me they would tell me the same thing, I insisted and he put me on hold for the XXXX or XXXX time and brought XXXX resolution specialist I explained the whole thing to him and he told me the same story like the escrow analysis is being run.which at that point meant nothing to me, So I asked him to get me to a higher manager who can actually make things happen. He put me on hold for about 3 minutes and came back saying the supervisor had gone home and he had a solution for me. I asked what it was and he said he would reverse the 3 late fees and those late fees should cover what they say I owe and Id be all set but in order for the late fees to be reversed he needed supervisors approval we needed to keep our finger crossed. Imagine, I made two extra payments. I specifically told them I paid {$78.00} on XXXX XXXX which was posted on XXXX XXXX to make sure they wouldnt charge me any late fee and he told me I needed to keep my finger crossed. I explained that again and he agreed that it would definitely be waived. I asked him about my new monthly payment and he told me he would call me the following day, today, and let me know everything I needed to know. I asked him if he would personally call me and he said it would be him or XXXX ( XXXX ) or a supervisor. I thanked him and we hang up the phone. I waited all day today and have not received the call. At this point, I have decided that I will seek refinance and move my mortgage to a different lender. But I believe if they are unable to solve a simple issue such as mine, when they charge late fees because of their mistakes and refuse to give refunds, may be they do this to many customers and someone need to look in to their practice. I am beyond frustrated and they are by far the worst mortgage lenders out there especially when it comes to customer service.
Company Response: Closed with explanation

Timely Response

2017-12-01

Chester, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-01

Melbourne, FL

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-12-01

Albuquerque, NM

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-11-30

NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: carrinton mortgage started servicing my loan XXXX XXXX from XXXX XXXX XXXX I was in default and now am paid up as of XXXX/XXXX/XXXX with help from homekeepers program the bank was supposed to recast the loan and give me statement on disbursements on how the monies were paid out as of now they have not given me a statement on what my monthly payment is supposed to be 1 letter said {$2300.00} the 2 said {$1600.00} the website says {$810.00} and someone I spoke with said it is {$1400.00} they just received {$50000.00} to bring my payments up to date so I was not in default and lower my payments so it was more affordable and my payment is due by XXXX/XXXX/XXXX and they are not giving me a straight answer on how much my payments are and it is putting me in a situation of being in default and I was told that they are not going to send me a statement or payment coupon and they do n't have to. they are also not endorsing an insurance check from XXXX under payment which I had to have a third party neutral review despite their policy clearly state as long as I am currant and the check is under XXXX send it in with the adjusters report unsinged and they will endorse it and send it back I sent in all of the documents as well as invoices and proof of payments,3rd party recommendations they also sent an inspector who said it was 100 % they sent the check back unsigned and altered it by stamping the front they have only had loan for 4 months and I feel they are trying to make me default on my loan
Company Response: Closed with explanation

Timely Response

2017-11-30

Nantucket, MA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-11-30

Palos Park, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-11-29

Houston, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am a victim of Hurricane Harvey that happened XXXX-17 in XXXX, Texas. The insurance company sent of check in the amount of approx. {$37000.00} to repair my home and the contractor estimate is approx {$53000.00}. The Carrington mortgage servies company will not release the funds to have the company start on my home. The insurance is taking care of the difference. Please advise in correcting this matter. My home is not livable and I can not continue to pay for rent and mortgage in two places. Also if I am to pay for insurance through my escrow why would the Carrington mortgage servicers company put something that I am paying for in their name and is that legal. Today is XXXXX-17 and my home is still a disaster. I have called numerous times to at least get clarity of when the funds would be dispersed for my home repairs. The staff is unpleasant and unhelpful. I am tired and frustrated with no help. Thanks in Advance XXXX XXXX, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-11-29

Bartlett, TN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-11-28

Cordova, TN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I 've requested a mortgage modification several time with my mortgage company, they have refused to work with me and my mortgage is adjusting out making my payment higher and higher. I got behind with my mortgage because my father was terminally ill and I wash his sole caretaker. Also my taxes and insurance are n't es crowed I need them to be included with my note. I want to keep my house.
Company Response: Closed with explanation

Timely Response

2017-11-28

VA

Incorrect information on your report

Mortgage: FHA mortgage

Complaint: I called XXXX XXXX XXXX to make a mortgage payment around XXXX/XXXX/XXXX. They informed me that my mortgage was sold to Carrington Mortgage on XXXX/XXXX/XXXX. Carrington never called me. I called Carrington on XXXX between these dates to get information to make a payment. They told me that they were going to mail me paperwork. I received their paperwork on XXXX/XXXX/XXXX. Thank goodness I made a payment on XXXX/XXXX/XXXX through their automated phone system because I was concerned I would n't get their mail before the 30 day period. I called Carrington again today XXXX/XXXX/XXXX because I noticed they did n't report to any credit agencies of their mortgage acquisition. They told me they ca n't report until 60 days because of the RESPA laws. I asked them to provide me information about this and they said they could n't and that I should just research the RESPA law. My credit score has been negatively impacted because of insufficient information being reported to the credit agency. Please help me get Carrington to report to all credit agencies regarding my on time XXXX payment by XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2017-11-27

Harker Heights, TX

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-11-27

Dayton, OH

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-11-27

Alafaya, FL

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-11-26

Lk Buena Vis, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX work was completed on a kitchen renovation caused by a water leak. The following is the log of events where I have been trying to get the mortgage company to release the insurance checks XX/XX/XXXX, paid contractor for work completed, received final invoice and release of lien from contractor. Mailed both to Carrington on XX/XX/XXXX Was out of town XX/XX/XXXX to XX/XX/XXXX. I had informed the coordinator for the inspection and was told they would contact me the XX/XX/XXXX to schedule the inspector. XX/XX/XXXX, Still had not heard from the inspection scheduler. Called Carrington to inform them that I was still waiting on the inspection. Was told they would take care of it right away XX/XX/XXXX, Carrington called to say the inspection would be scheduled for XX/XX/XXXX. 1 Month past completion of work and payment of contractor. XX/XX/XXXX, Inspector came to house and completed inspection of Kitchen. She said I should call Carrington in about 5 business days. XX/XX/XXXX Called Carrington to ensure they got the report from the inspector and that they had everything they needed. I was told they had the inspection report but were missing the contractor license and final invoice. Did not understand why they did not have the final invoice as I had mailed it to them in XX/XX/XXXX. Told representative I would send both documents. XX/XX/XXXX contacted contractor and had them email me a copy of their license and the final invoice. Forwarded those documents to Carrington XXXX XXXX on XX/XX/XXXX. XX/XX/XXXX, Called to confirm that they had received the contractor license and final invoice that I had emailed the day before. Was told that they had received the documents and they had everything they need. The packet is being sent for review and a check should be sent within 5 to 7 business days. XX/XX/XXXX to XX/XX/XXXX out of country. 2 Months past completion of work and payment of contractor. XX/XX/XXXX, Called to ask why I had still not received my disbursement check that I was told XX/XX/XXXX should be out in 5 to 7 business days. Was told that the check was not sent because they did not have the release of lien. I stated that I had sent that along with the final invoice around the XX/XX/XXXX via postal mail. They claimed that they did not have it and I would need to contact the contractor to get another copy. XX/XX/XXXX, Called back to ask if the release of lien was really needed as the loss packet they sent me said it was only needed for claims over {$20000.00} and they were only holding {$16000.00} of the insurance money. She put me on hold to look into it then came back and said that was correct I would not need the release of lien. I explained to her that this has dragged out since XX/XX/XXXX and I was floating the cost of the repairs on a credit card, so I really needed some assurance that everything was correct and the check would be forthcoming. She stated she would note the account accordingly and they would get a check out within 5 to 7 business days. ( XX/XX/XXXX note : apparently the {$20000.00} limit noted in the packet was in respect to the entire insurance claim not to the amount of money held by the mortgage company. The total insurance claim was over {$30000.00}. Ok my mistake but the representative I spoke to on the XX/XX/XXXX should have known this. Also why did Carrington not attempt to contact me to say they still needed the release of lien? ) XX/XX/XXXX, Received check for {$12000.00} expected {$16000.00} also check made out to myself and a different contractor from who I used. Called loss drafts was told XXXX was due to initial estimate not matching the release of lien. ( note : this is the same release of lien that I was told they do not have when I called on XX/XX/XXXX. I never sent another copy having thought that it was no longer needed ) The release of lien document states that the upon receipt of {$12000.00} ( amount I paid ) the contractor will waive the right to impose a lien on the property. Seems pretty straight forward and binding so why does the estimate need to match the release of lien other than as an excuse for the mortgage company to hold my money longer. Asked to speak to a supervisor. Was transferred to XXXX. She again stated the initial estimate and the release of lien needs to match. I asked her why and all she could say was that is the process. ( this really sounds like a ploy to delay payment. Rarely does a final invoice match the original estimate so they are inserting a process that requires one to redo the bid at the end of work. She said it was because they needed to know what had changed between the initial estimate and the final invoice. Why? what do they care about the reason? As long as the work is complete, the bill is paid and passes inspection their concerns should be addressed. ) Also, I pointed out again that we did not use the contractor that they had included on the check to do the work as I have pointed out numerous times in the past plus the fact that all documents submitted since XX/XX/XXXX have been from the correct contractor. She apologized and said she would cancel the check but I would need to mail it back to them before she could cut another check. ( I will of course mail it back but this is their mistake and they are cancelling the check why do I need to mail it back? My insurance company did not make me return a check that they had written to the same contractor, they just canceled it and send a new one. Again sounds like a delaying tactic ) She also said I should have provided a written notice that I was switching contractors, I stated I had never been told that in the last 4 months. She also said she would need a verbal from the original contractor saying they did not do any work. Do not understand this either as I never signed a contract with this contractor where is the liability? She also said she needed a verbal from the correct contractor that they did the work for the stated amount. Again, why? Should the invoice not be sufficient? This all just looks like delaying tactics for Carrington to keep using my money. I asked her, when she contacts the contractor for the verbal that she ask them for what she needs for the bid and lien release so that she gets what she needs. She said she would do this. Ended call that she would get back with me on Friday. Follow on thought, when she calls on Friday ( if she calls ) ask if she is going to send another check for XXXX to me right away or are they now holding that money until all these other conditions are met. XX/XX/XXXX, called back to Carrington customer service. Explained I am having issues with the loss draft department asked to speak to a customer service supervisor above the loss draft department. Was handed off to a Loss Draft Representative not even a supervisor ( this is not what I asked for ). Took the opportunity to ask her to reference the contractor bid to ensure that I was looking at the same copy that they have. Turns out they do not even have a contractor bid from the contractor. So what were the two people from the previous call looking at? This has been a continuous problem with this department ... I explained that I sent that bid back in XX/XX/XXXX ( would have been at the same time that I sent the XXXX which they did have ) she said that they do not have it and I need to get a new bid that matches the release of lien. Due to the holiday it is unlikely that the loss draft supervisor will get any of the things she is asking for before the XX/XX/XXXX meaning that I can not expect a check before the second week of XXXX a full 3 months after work was completed. That is providing they do not come up with yet another reason whey they will not disburse the money. I fully understand that the mortgage company needs to ensure that insurance claims are properly addressed and paid for but that has all been completed and verified there is at this point no risk on the part of the mortgage company. This is really looking like a scam to allow the mortgage company to keep using money that rightfully should be mine. Just an additional comment the mortgage company has been using this {$16000.00} at whatever interest rate banks get for money 8/10 %? while I am paying credit card interest on this same amount. This is money I will not recover.
Company Response: Closed with explanation

Timely Response