CARRINGTON MORTGAGE SERVICES, LLC

2017-11-09

West Memphis, AR

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-11-09

Fall River, MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-11-08

Yelm, WA

Written notification about debt

Debt collection: Mortgage debt

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

Timely Response

2017-11-07

Cane Creek, AR

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Seized or attempted to seize your property
Company Response: Closed with explanation

Timely Response

2017-11-07

Lewisville, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage transferred from XXXX XXXX XXXX to Carrington Mortgage on or around XXXX XXXX, XXXX i think that is the correct date. I am not sure, as I never recieved a letter from them. I found out about the transfer when I went to make my payment to XXXX XXXX XXXX and they said I could no longer make my payment to them as my loan had transferred. they gave me the company name and a phone number. I called Carrington. I got my loan number and my late fees due. I advised I never had late fees and they must be mistaken. I was told to send in a letter to them explaining what had happened and they would fix it. I did, on XXXX/XXXX/XXXX. I received a letter from them advising they recieved my letter but nothing after that. I was under the impression that they had 15 days to respond and get it fixed. I received another letter from them on XXXX/XXXX/XXXX advising that they never received my payment. I am not sure what happened as my payment was made, it just did n't go through. I quickly made my payment on line through my bank and sent it next day. I get a letter on XXXX/XXXX/XXXX saying they never received my payment. I called them and she stated that my payment went to unapplied funds as it was XXXX cents short. I told them I was not aware of this and no one had called me, sent statements, etc. I was reported to the credit bureau she said. i told her I would make my payment for XXXX cents online immediately, making the payment with her would have cost me XXXX. I sent the payment. i have never had an issue with a mortgage. I always make my payments on time. this company is horrible. I am almost finished paying my mortgage, thank XXXX. I just wanted the CFPB to know the misdealings that this company is doing. I have good credit, make my payments on time and have to deal with this nonsense.
Company Response: Closed with explanation

Timely Response

2017-11-07

GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My wife and myself started a loan with XXXX XXXX XXXX XXXX XXXX XXXX in XXXX, Georgia on XXXX XXXX, 2000. My wife and myself have been paying faithfully from the start. According to certain clause in the contract my mortgage payments were to decrease over time of loan until finally payment. AS the payments were to make another decrease, my wife and I received notice that our loan were transferred and sold to XXXX XXXX XXXX. This was strange since XXXX XXXX now owns XXXX XXXX XXXX. During the process, my account number were changed, my property location were changed to reflect a home in XXXX Minnesota. We contacted XXXX, and informed them of the problem, but they ignored our complaint. They kept implying that I had a Bankruptcy, and my account was locked from decision. Now my so-called loan has been transferred and renewed with Carrington Mortgage Services in XXXX Indiana. I have been paying for a loan on the wrong house for two years now. I wonder what happened to my original loan. This situation has put my job in jeopardy and have put stress on my marriage.
Company Response: Closed with explanation

Timely Response

2017-11-06

Ocklawaha, FL

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: My husband lost his job on XXXX, XXXX XXXX hit XXXX. I had no work for about two weeks. We put in for extamtion. Bank gave us 90 days but all three payments are due XXXX. They said if we dont have Balance paid off to call and they will figure out something then. Since then they keep sending correspondences saying that I need to contact them and I do every time and they tell me to disregard the messages and my loan is fine. Well last week they sent a person to my home on XXXX at XXXX to hand deliver a letter from my mortgage company. That person took pictures of my home. I call them on XXXX and they tell me that everything is fine and this visit is computer generated and they cant do anything to stop the visits or the letters. I ask them to give me something in writing to verify that my loan is fine and I am told they dont do that. I am worried they are starting to foreclose while lying to me. I live in XXXX County and it was declared a distastser. I also made a {$900.00} payment last week and today another letter. I have uploaded only some of the correspondences. I did throw away first few letters after speaking with carrington. They told me to disreguard letters they were computer generated so I tossed them. But this is getting scary the amount of mail andalso having someone hand deliver a letter.
Company Response: Closed with explanation

Timely Response

2017-11-06

Liverpool, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Our home was severely damaged due to Hurricane Harvey. We had up to two feet of water flood into our home. We did not have Flood Insurance as it was not required at our address. FEMA graciously gave us a great sum of money to repair, but it is no where near what we need. Therefore, we have applied for and received a loan from the XXXX to rebuild. However, to continue the line of credit with the XXXX, we are required to get a " Prior Lienholder Agreement '' filled out, signed and returned by our mortgage company. We contacted our mortgage company, Carrington Mortgage Services , LLC, to find out how to send the form. We were given a fax number but no other means of contact. On XXXX XXXX, XXXX, I sent my first fax, requesting the form be filled out and faxed to the XXXX etc. I also requested that I be contacted when the form was received, so I could ensure it was being taken care of. I also let them know that if I received no confirmation, that I would continue to fax the form daily. I was able to verify that the form was sent to a different department within Carrington Mortgage Services , LLC, but again, there was no way for me to speak directly to this department to verify handling. I continued to fax the same letter every 24 hours ( during business days ). After 11 business days, on XXXX XXXX, XXXX, I redrafted my cover letter to again ask for the form to be filled out, contact to verify expedience, and to let them know that after 15 business days I would pursue filing official complaints. On XXXX XXXX, XXXX, I sent my last attempt, a full 16 business days after initial contact. Again, I redrafted the cover letter to make sure they were aware of my intentions. As of today, XXXX XXXX, I have not received any contact from Carrington Mortgage Services , LLC, that they have received or are handling the request. I have also verified with the XXXX that they have not received the form. It is in Carrington 's best interest to return the form to the XXXX immediately, as it allows us to make necessary repairs to the property. I have attached the three different faxes I have sent to Carrington, and I have copies of all Facsimile Transmittal Receipts if proof is required.
Company Response: Closed with explanation

Timely Response

2017-11-05

GA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: ii have been in my home since XXXX when i purchased my home i included my taxes insurance and mortgage as one payment so i received notification that my taxes werent being paid from XXXX thru XXXX i had no clue of this my mortgage company told me to contact my tax office get the amount due and they would take care of it which they supposed to have been doing antway so they paid it and now want me to reimburse them thru my escrow i dont understand why all of a sudden this happened from XXXX to XXXX but not XXXX to XXXX its not fair for me to be taken advantage of while im already struggling to do the right thing by paying my mortgage please help me get this resolved carrington mortgage says my escrow is {$5900.00} behind and i owe them that so they went up on my house note byXXXX $ please help get this resolved thru this complaint thank sincereley XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-11-03

TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Hi my name is XXXX XXXX we bought a house inXX/XX/XXXX let me tell you when I mean going through the process of this was a total nightmare. We were first told 45 to 60 days that started in XXXX XXXX in XXXX we were told I only needed one thing to finishe that took a month going back and fourt with underwriting and lender. Then in XXXX we were told the house was ours that was on a Thursday we were scheduled to close on Monday on the Friday before we were told the person handling our file no longer works there and we have to start all over again from the beginning. Collecting bank statements, check stubs employment verification again why the others we already got couldnt be used I do t know. This took another 3 months now doing this whole time my husband who is XXXX and has major health issues goes on a XXXX at night we were forced to live in a motel paying {$400.00} a week. Then finally the day before we closed the underwriting calls and ask if anything happened to my husband could I handle the house payment. That right there is illegal we feel like the whole process was a big joke and we were being played. Now at the end of XXXX we were in the Hurricane I missed days from work caught XXXX. I was told if we called our mortgage company they would work with us. Oh ya they are working with us alright told me I could have a 3 month forbearance pay what I could. I asked the gentleman I spoke with if I was gon na get penalized for not making a payment and if I was gon na have to make a large payment in XXXX he told me no. Big lie now I find out I gave to come up with XXXX by XXXX first. Im afraid to ask for mortgage assistance for fear of being put through the run around again I dont wan na lose my house I can handle the payments we just got put in a situation with the Hurricane.
Company Response: Closed with explanation

Timely Response

2017-11-03

Bohemia, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My original mortgage was with XXXX XXXX. In XX/XX/XXXXmy mortgage was sold to a new investor XXXX XXXX XXXX who uses Carrrington Mortagage Services to services their loans purchased. While my mortgage was with XXXX XXXX my house was damaged by Super Storm XXXX on XXXX XXXX, XXXX. I was paid insurance funds from XXXX XXXX XXXX XXXX. My house was fixed and XXXX XXXX who was in control of the monies sent an adjuster out to see what if any repairs were still needed before releasing the remainder of funds. The adjuster came and I was 95 % complete and XXXX XXXX released the funds and closed the claim. In XXXX I was approached by a law firm that they were opening up some of the Storm XXXX cases because FEMA did not payout the correct dollars. My case went to litigation and I won. I was issued a check in XX/XX/XXXX made out to myself and the mortgagee Carrington Mortgage Services as mortgagee. My attorney sent the check to be endorsed to Carrington. Carrington in return did not endorse it and sent it back to me and was treating as a brand new claim. I called them and explained the situation. They had no idea about the re-opening of claims with FEMA. I sent them the adjuster 's one page two line report stating the work had been completed in XXXX. Then they wanted more documents for which I complied. It is now two months after the fact and they still will not let me know if they are going to endorse my check. In the summer I had lost my job and got behind in my mortgage, part of the proceeds from this check I want to use to catch up on my mortgage. Every time I call or my attorney call we get the run around. The last person I spoke with is a XXXX XXXX who is supposed to be an attorney, his number is XXXX. I am working now, as a loan supervisor in a loan servicing department, and I would never do what they are doing to me to a borrower. This started the beginning of XXXX and is still on going. I even told the investor to send someone to do a home inspection, I have nothing to hide, they were going to do it and then Carrington stopped them. This is so unfair to me as a consume and I believe at some point goes against principles in general. Please help me, I do not know where else to turn anymore.
Company Response: Closed with explanation

Timely Response

2017-11-03

Groton, MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-11-03

Groton, MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-11-03

Santa Ysabel, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My escrow payment went up and i did not know it, so on the 4th month Carrington Mortage decided to suspend my payment for the month of XXXX. When i received the letter at the end of XXXX stating that my mortgage payment was not received, i immediately checked with my bank to find that the check had been cashed and was in a 'suspense ' account at Carrington XXXX Due to their system i could not just pay that shortage amount i paid the past due escrow amounts plus my XXXX mortgage payment. Today i get a letter in the mail stating that i owe another XXXX. When i call customer service they told me it was a fee assessed on the same day that i made the payment. It was a collection type of fee, that i was not told about when i made the payment on line. In order for me to get this fee removed i must write to their other department. i can not speak to anyone about this. They have assessed a late fee which i have already paid when i paid on XXXX. In general, they are extremely difficult to communicate with.
Company Response: Closed with explanation

Timely Response

2017-11-02

Phila, PA

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

2017-11-02

Discovery Bay, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have made is the past payments towards my principal. This is in addition to regular mortgage payments Each time Carrington Mortgage services pretends these at all regular payments and charges me as if I was making payments several months in advance. The last time I made a payment of {$4000.00} toward principal, this was five days after I had made a regular mortgage payment. This resulted in interest of {$400.00} plus {$600.00} in escrow. this amounts to an effective interest rate of about 30 % on a XXXX loan. I called them on it and escalated it before they reversed it and applied it towards my principal Today - XX/XX/XXXX they did it again! I paid my regular payment on the XX/XX/XXXX and made an extra payment of {$1000.00} on the first of XX/XX/XXXX. They reacted like I was making a payment for XX/XX/XXXX. The charged me {$95.00} interest for 1 Day! + escrow for next month - Due on XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2017-11-02

Bellevue, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-11-02

Lucas, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-11-01

Los Indios, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-11-01

Long Beach, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-11-01

Haverhill, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-11-01

Newport News, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-10-31

Ashville, OH

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I received a marketing campaign to refinance my property with Carrington Mortgage Services who currently services this loan. I was pre-approved and informed that I must secure an appraisal to close the refinance. Two weeks prior to closing, I was informed that this company does not finance manufactured homes and therefore would not be able to refinance mine. Again, this organization is already servicing this mortgage. The loan XXXX informed me that their data did not indicate that this was a manufactured home and therefore, he did n't know and had he known, he would not have pre-approved my application. Subsequently, they agreed to refund the amount I paid for the appraisal as there would have been no business need for me to purchase the appraisal if they had no intention or ability to refinance the property. I have yet to received the promised funds.
Company Response: Closed with explanation

Timely Response

2017-10-31

Sacramento, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-10-31

D Hanis, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have a previous complaint that is still in progress. I finally got a hold of the mortgage company Carrington Mortgage and found out what I needed to complete the loan modification. I waited for weeks and even tried numerous times to reach the company. Each time I was made to wait long periods of time. I am presently in a XXXX education program and I student teach so I can not afford to wait on the phone all day. When given the option to have a callback, I selected yes but no one calls back that day. I waited for more than a week until someone called. Unfortunately, I was in the middle of XXXX. Finally today I got a hold of someone. They told me that all my paperwork was in but that I missed the deadline. Not once was I told about a deadline. Even if there was, I think that it is very unfair not to be give the information I need to complete the file. Then I am penalized for being late due to the company not answering my call or even calling me back. This is ridiculous and is not professional in my opinion. I need this situation escalated.
Company Response: Closed with explanation

Timely Response