CARRINGTON MORTGAGE SERVICES, LLC

2017-09-16

Cheverly, MD

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-09-15

Calumet Park, IL

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-09-14

Athens, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-09-12

Riverdale, GA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-09-12

Phoenix, AZ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I sent total amount due to XXXX ( {$5100.00} XXXX to reinstate my mortgage on XXXX/XXXX/XXXX. According to XXXX monthly billing statement XXXX/XXXX/XXXX, this amount was due on XXXX/XXXX/XXXX, late after XXXX/XXXX/XXXX. The reinstatement payment should have stopped any foreclosure process. Nowhere on any paperwork from XXXX does it say funds must be secured funds. Meanwhile, XXXX transferred servicing of my mortgage to Carrington Mortgage Svc, but did not stop foreclosure proceeding scheduled for XXXX/XXXX/XXXX. Intuitively, I went to the foreclosure proceedings at XXXX XXXX XXXX 's XXXX foreclosure trustees ) office to make sure that the procedure was halted. I stringently affirmed to XXXX XXXX XXXX that I had paid total reinstatement amount showing them the check stub. XXXX XXXX XXXX employee stated that XXXX had n't informed them and they contacted XXXX. I specifically asked XXXX XXXX XXXX employee, " So what does this mean? Are you guys going to tack-on a few XXXX more in fees when I 'm already behind, after this? And, is the foreclosure process going to be stopped or not? '' XXXX XXXX XXXX employee said that there should be no additional fees, but that the reinstatement amount had to be paid in " secured funds ''. I told the employee it does n't state that anywhere on the XXXX monthly billing statement or in any paperwork from XXXX. I sent XXXX a check. The XXXX XXXX XXXX employee stated that I would be contacted by them if a new foreclosure date was scheduled because they had to discuss the matter with XXXX. About XXXX/XXXX/XXXX I received a reinstatement notification from Carrington stating that the reinstatement amount was now {$7700.00}. They had indeed added {$2000.00} in fees and {$140.00} in late fees. Furthermore, I inadvertently found out that there is another foreclosure date pending on XXXX/XXXX/XXXX, through a refi solicitation. XXXX XXXX XXXX never contacted me about a new foreclosure date and neither did Carrington Mortgage. Thus, I paid the total due reinstatement fee to XXXX on XXXX, I paid subsequent XXXX mortgage payment to Carrington. XXXX transferred loan servicing to Carrington Mortgage without inform XXXX XXXX XXXX or telling these trustees that I had made the reinstatement payment. The foreclosure would have been conducted on XXXX/XXXX/XXXX if I had not stopped it ( XXXX had time to inform trustees of payment ). Carrington Mortgage XXXX new loan servicer ) has added late fees and XXXX XXXX fees of over {$2000.00}. And, another foreclosure date is pending XXXX/XXXX/XXXX.
Company Response: Closed with explanation

Timely Response

2017-09-12

Westfield Ctr, OH

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-09-07

Chestnut Ridge, NY

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-09-06

Bloomington, MN

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I applied for Mortgage assistance with Carrington Mortgage for the second time on XX/XX/XXXX because my loan is in foreclosure and I am having trouble making the payment and getting the loan current. Before that I applied around XX/XX/XXXX and they came to decision and denied me because I did n't have enough income. I applied again on XX/XX/XXXX because my income changed. It 's NOW XX/XX/XXXX and I still have not had any progress with Carrington mortgage to resolve my issue. The normal process takes 30 days to reach a decision if they can help or not and I have n't got to that point yet because I 've been getting the run around. The issue I am having with them is that they keep asking for the same paperwork and documentation to complete their mortgage package. ( divorce decree, other borrower financial information, letters of explanation, etc. and they keep asking for a Quit claim deed from the other borrower who has no interest in the property since I was granted my divorcee. Also I was abused by the other party and there is a current OFP on file for the next 50 years that the other person can not contact me. I have talked to several employees and Supervisors about this issue and no one seems to know why they keep requesting the same information from me and keep opening and closing my file when they know my foreclosure date is approaching very soon. I have faxed, email, and uploaded everything they needed to start the process and I have not got anywhere. In Minnesota you have 7 business before the foreclosure date to submit a request for mortgage assistance and do to this issue I am concerned that I will not meet that deadline. My situation is complicated and I would like to explain in more detail in person or the telephone. Since I have started this process with Carrington mortgage I have suffered a lot of emotional stress, pain and anxiety because I have done everything I need to do to keep my home and I feel Carrington mortgage is not understanding to that. If possible I would like all the notes and phone calls pulled from them so someone can see in detail what I have been through these last 3 months. Please if you can help I would appreciate it. Thanks
Company Response: Closed with explanation

Timely Response

2017-09-06

Baltimore, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-09-05

Gordon Heights, NY

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-09-05

Belvedere, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-09-04

NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: My mortgage got sold in XXXX of XX/XX/XXXXto Carrington. When it got sold i was behind on payments. I contacted Carrington in XXXX of XXXX to ask them what would bring my account current. The lady told me {$2000.00} would bring the account current. So i sent the XX/XX/XXXXas well as the XXXX payment. Now they are telling me that im behind one full payment plus late fees. When i questioned this they cant tell me why because their computers dont go back that far. They can only see two years back and that i would have to speak to the research dept to clear it up. I asked to speak with the research dept and i was told that they dont take phone calls.So i cant talk to anybody to try and straighten it out or get answers. It is so frustrating not being able to get any answers. Im not going to give them any money unless they can tell me why im late. As of right now, they cant answer that. I gave them the XX/XX/XXXXback in XXXX to make it current but they didnt do something right which makes me uncertain about giving them any more money. They keep telling me that my payment for the first of every month is getting applied to the month prior so now i have alot of late fees. They cant tell me why im late in my payments and i dont what else to do.
Company Response: Closed with explanation

Timely Response

2017-09-01

Rome, NY

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-09-01

Charlotte, NC

Incorrect information on your report

Mortgage: VA mortgage

Complaint: We sold our home in 2016 as a short sale. We have documents from the bank showing it was an approved short sale. They have reported it as a foreclosure on my credit. We are currently trying to purchase a home and we can not proceed until they remove the foreclosure from my credit. My wife has called them multiple times and they refuse to listen. We 've disputed the claim with XXXX and also XXXX and they 've come back and said it was legitimate. We need this to be cleared up as we are living with my wife 's parents until we can proceed with purchasing a new house!
Company Response: Closed with explanation

Timely Response

2017-09-01

Oxnard, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-08-31

Allenwood, NJ

Trouble during payment process

Mortgage: FHA mortgage

Complaint: XX/XX/XXXX Carrington Mortgage Services , LLC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Attn : Customer Research REF : Home Mortgage Account # SUBJECT : Request to Assist in Correcting Credit History To whom it may concern : We are respectfully requesting that Carrington Mortgage Services , LLC review our loan history. We are requesting that you assist us in making the necessary and appropriate corrections to our credit history and thereby restore our credit moving forward. This is in response to a conference call conducted on Thursday, XX/XX/XXXX with Carrington Mortgage Services Customer Service Manager XXXX and XXXX XXXX Customer Service Representative, XXXX. This is not our first mortgage or financial obligation. We have both had several during our adult lives. However, this is certainly the first that has negatively impacted either of our credit scores. Since the beginning of our financial dealings with Carrington Mortgage in XX/XX/XXXX - XX/XX/XXXX, it has definitely been a rocky road despite numerous conversations with Carrington customer service. However, it has always been our goal to remain in good financial standing. After speaking with XXXX, we learned some things that should have been handled better and would have mitigated many of the issues experienced along the way. We would like to rectify this moving forward. The following are just some of those issues : The sale of our mortgage from XXXX XXXX XXXX ( XXXX ) to Carrington in XX/XX/XXXX-XX/XX/XXXX could have been handled better. We intended to make our payment at the local branch of XXXX on XX/XX/XXXX. We were advised that our mortgage had been sold. We asked, to whom, the teller advised that they did not know but we should be notified shortly. We did n't receive any correspondence until we received our first mortgage statement on XX/XX/XXXX. We mailed out the payment stub and check # XXXX ( {$3600.00} ) on XX/XX/XXXX. It was our monthly payment of {$3400.00} and an assigned {$130.00} late fee. We assumed this was just part of the transition. However, on or about XX/XX/XXXX we received the first of numerous Notices of Default and Intention to Foreclose, please see attached. We would both receive at least 3 at a time including additional ones sent via certified mail to the post office. We also received numerous voicemails at home, threatening the same. We called Carrington Customer Service upon receipt, they advised us that this notice along with the voicemails are sent automatically and possibly in error due to transition. The representative that we spoke to advised us that we were overdue. We explained that we had tried to make payment at XXXX but it was not accepted due to sale. She advised, do n't worry just continue making monthly payment plus additional amount to apply to overdue balance. We chose to send $ XXXX additional until we were up to date. She then directed us to send these payments directly to Carrington Mortgage at : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA. By sending to this location, we were advised that payment would be handled by an actual person so funds would be applied properly to our account. We felt somewhat better despite foreclosure notices. In XX/XX/XXXX, we received our second statement. This statement ( attached ) shows that we have an overdue payment of {$3600.00}. As directed by Carrington Customer Service, we subsequently mailed our payment to the aforementioned address ( our regular payment {$3400.00} plus an additional {$500.00}, with note on payment stub as directed to apply to overdue balance ) in check # XXXX for {$3900.00}. However, on XX/XX/XXXX, we received the attached letter and our XX/XX/XXXX payment check marked PIF. Included with our returned check, was a letter that formally stated that our payment check was returned because the loan was paid in full. We knew something was obviously wrong. We called Customer Service on XX/XX/XXXX and were placed on hold at XXXX ( EST ). When a representative answered the call, we were advised that our account could not be located by either our phone or our loan numbers. We remained on hold until XXXX ( EST ) with no assistance received. We subsequently called again on XX/XX/XXXX at XXXX ( EST ) we spoke with, XXXX . We briefed him on our situation. At XXXX we were again placed on hold. At XXXX he returned and he advised us that he needed to check the status of our account with his supervisor. At XXXX he returned and apologized, he informed us that he was waiving the late fee and we made payment over the phone in place of the returned check ( check # XXXX ). The confirmation number given was # XXXX. Moving forward we were directed to continue sending our regular payment ( plus the additional {$500.00} ) and as previously instructed to send to the XXXX XXXX address so funds, could be applied properly. XXXX also directed us to send the attached cease and desist letter to stop the foreclosure notices and threatening voicemails. Our intention was never to stop all communications. Please note, the letter specifically states, harassing correspondence and voicemails regarding the default and foreclosure on our mortgage and added at the close of the letter, should you have any questions or need additional information please do not hesitate to contact us. In addition we provided both our home phone number, cell phone number and an accurate email address. XXXX was very nice and extremely helpful. However, the phone calls stopped but the letters did not stop. Our bank records consistently showed that our monthly checks were received and cleared on time. However we were still receiving numerous notices. In good faith we continued to send payments as well as additional funds through XX/XX/XXXX. At this point, the account was up to date and the letters finally stopped. In XX/XX/XXXX, we explored refinancing our loan with the company who originally held the mortgage on this home. However when our credit scores were run, we were advised us that our credit has been dramatically effected for some reason. Subsequently we were unable to refinance at that time. In early XX/XX/XXXX, we called Carrington Mortgage Customer Service and spoke to XXXX. We briefed her on situation. She advised that we send a fax to Customer Research and request that they look into the issue. A couple of weeks later, a letter was received regarding this inquiry. It stated that since the request was signed electronically, they would not respond to the request. Also, in XX/XX/XXXX, we again received a letter from Carrington Mortgage stating they had not received our payment. However, our bank records showed that the payment ( check # XXXX ) had cleared on XX/XX/XXXX. To avoid further discrepancies, on XX/XX/XXXX, we went to our bank, XXXX XXXX, and requested assistance. We inquired about setting up an ACH transfer, to be assured payments continued to be made on-time. However, we were told that Carrington Mortgage is unfortunately not in the XXXX XXXX system approved for ACH transfers. We then opted to have the bank representative, XXXX, set-up a XXXX XXXX automatic bill pay on our account. It was set so that the payment check would be sent out no later than the 10th of every month directly from XXXX XXXX. Starting in XX/XX/XXXX, our payments were made utilizing bill pay directly from XXXX XXXX so we have a record of all payments made. It worked well until XX/XX/XXXX, when the mortgage increased to {$3500.00}. We received notice in late XX/XX/XXXX that payment was not made. However, our bank records showed that the check cleared on XX/XX/XXXX ( {$3400.00} ). We subsequently returned to the bank in person on XX/XX/XXXX to assure that the payment amount was adjusted to {$3500.00}. The XX/XX/XXXX payment cleared on XX/XX/XXXX. Since previous payments were made through the automatic bill pay without incident for 10 months, we assumed payments would be back on track. In XX/XX/XXXX, an overdue payment amount of {$140.00}, appeared on our Carrington Mortgage Statement. We believed this was due to the XX/XX/XXXX increase in payment, so check # XXXX was sent ( for {$140.00} ) to resolve this balance. However, unfortunately due to an error made in the XXXX XXXX system, our XX/XX/XXXX and XX/XX/XXXX payment amounts reverted back to {$3400.00}. We were unfortunately unaware of this error. The foreclosure notices started again. This brings us to the present and the conference call mentioned earlier. Approximately 21 months after our XX/XX/XXXX conversation with XXXX, the accounting practices utilized by Carrington Mortgage were fully explained to us by XXXX in XX/XX/XXXX. During this phone conference, it was stated that despite the direction given by XXXX in XX/XX/XXXX, payments that are considered to be partial are actually placed in an unapplied funds bucket by Carrington Mortgage until the following month. As it was explained, a portion of those funds are then applied to previous month to complete that month but subsequently making the preceding month short. Unfortunately in our case, based on poor customer service given in XX/XX/XXXX, this process became a vicious cycle in our account twice ( XX/XX/XXXX-XX/XX/XXXX ) and ( XX/XX/XXXX-XX/XX/XXXX ). In the first instance, we had been told there would be allowances made due to the roll-over/transition from XXXX and in the second we were relying on our bank to follow our written directive to increase the payment amount ( an increase of what amounts to approximately only {$50.00} ). During our discussion with XXXX, it was asked why a customer service phone call or letter was not received actually explaining this process. It could have been very easily rectified. She advised that there was not a phone number on record for the account. Even though the cease and desist letter she referenced ( from XX/XX/XXXX ) specifically provided our contact information and asks for contact regarding any other questions or concerns. As previously noted, the request was only intended to cease and desist the harassing correspondence and voicemails regarding the default and foreclosure on our mortgage. XXXX advised that in order to reinstate communications we would need to fax another letter. That letter is attached herein. We have also provided XXXX with our home phone number and cell phone number again. During our conference call, XXXX was adamant that Carrington Mortgage had done nothing wrong and the errors were ours solely. We disagree and the impact to our credit and our good financial standing must be rectified.
Company Response: Closed with explanation

Timely Response

2017-08-30

Blackbird, DE

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage was transferred to Carrington Mortgage from XXXX XXXX XXXX on XXXX 2016. While I as at XXXX I have never missed a mortgage payment. I received a statement claiming I owe {$4800.00}. My normal mortgage payments are {$950.00}. Carrington Mortgage has changed the amount due ever month since the transfer to them. I pulled my credit report this year and found out I was being reported late for 3 month. I have since made an extra " normal '' mortgage payment to bring my account current. Now Carrington is charging me a monthly late fee for past due amount that I do not owe. My XX/XX/XXXX mortgage payment is not being accepted as they now want a minimum of {$2900.00} of which I do not have. By not accepting my mortgage payment will now cause me to again be late on my credit report, hurting my credit substantially. I need my account corrected, my payments accepted and my credit standing corrected. I have tried to dispute these " Unknown Fees '' that should never have been charged to my account with the credit bureaus and the Carrington Mortgage but the fees are still on my account. It also seems these fees was transferred from my original mortgagor, XXXX XXXX XXXX. As, I have NEVER been late my entire 12 years with them prior to the transfer, I should never have been assessed these enormous fees.
Company Response: Closed with explanation

Timely Response

2017-08-30

Cortland, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-08-29

Tarpon Spgs, FL

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-08-28

Newnan, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX XXXX XXXX, XXXX, as TRUSTEE OF XXXX XXXX XXXX XXXX is attempting to foreclosure on my home using fraudulent assignments I filed an affidavit of fraud with real estate div. of XXXX XXXX where XXXX XXXX state the title issues. Carrington Mortgage Services as refused to work with me on modifying my loan. Carrington has not responded to my QWR or my debt validation. XXXX XXXX XXXX needs to cancel the foreclosure until this matter is resolved
Company Response: Closed with explanation

Timely Response

2017-08-28

Staten Island, NY

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-08-28

Queens, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: To Whom It May Concern, We have been trying to process a short sale on this property with Carrington Mortgage Services ( servicer ) and XXXX XXXX ( investor ). After the interior value was completed, we received a message asking for {$270000.00} net to entertain the option for a short sale approval. We provided evidence to the servicer and investor of the current condition of the property that is not being considered on the current value. The property shows signs of the following issues : 1. MOLD 2. Leak on the foundation causing damage to the foundation and humidity ( Mold ) 3. Electrical and Plumbing system are outdated and could represent a hazard The investor ( XXXX XXXX ) replied back to us that they require a {$270.00} net offer to move forward. We understand that they are not required by law to proceed with a short sale option, but we believe that this type of investor are abusing their power and the lack of regulations against this market makes easier for them.This a very common practice from this particular investor ( XXXX XXXX ) managed by Mr. XXXX XXXX, they overprice their properties to get the home owners out with a foreclosure. we believe these type of practices should be regulated by the federal government to avoid this type of abuse towards the people on a default situation that are trying to get a fresh start for them.
Company Response: Closed with explanation

Timely Response

2017-08-28

Grangeville, LA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: I sent payment by money gram to Carrington Mortgage services in the amount of {$1000.00} on XX/XX/XXXX. I also had a check sent from a church in the amount of {$250.00} around the same time. The company told me they never received it and asked me to send them copies of my receipt and reference number showing proof because if I sent before XX/XX/XXXX, I would not be in foreclosure status. I sent the required information and thought it was resolved. They then told me the payment was held and then returned and no-one knew what was going on. Since they told me not to make any payments and I am in foreclosure. this company needs to be investigated and prosecuted. I feel they are forcing me into foreclosure.
Company Response: Closed with explanation

Timely Response

2017-08-28

Manhattan, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-08-26

Honolulu, HI

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response