CARRINGTON MORTGAGE SERVICES, LLC

2017-06-21

Tarzana, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: All of my mortgage accounts get paid via bill pay from XXXX XXXX . XXXX XXXX XXXX has sold my lo an to Carrington. W hen this loan was transferred over there was a negative amount in escrow account at XXXX XXXX XXXX . Per escrow instructions, I was paying down the negative over 12 month period with my payments . Carrington computer system has expected illegally to collect full escrow negative from my mortgage payment. Per fair credit act this is prohibited. In addition, I was never correctly notified that my payments were going into suspense and late fees were adding up. I only found out because of inaccurate reporting to the credit bureaus and my credit score going down for miss ing payments that XXXX has made on time. I have made additional payments to the account to correct the issue.
Company Response: Closed with explanation

Timely Response

2017-06-21

Largo, FL

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2017-06-21

Houston, TX

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: I have submitted all the paperwork requested in XX/XX/XXXXand XX/XX/XXXX. I resubmitted all this paperwork after I learned by accident that Carrington had rescheduled the foreclosure of my home of 29 years. <P/> This process started with XXXX XXXX XXXX and my loan was transferred to Carrington in XXXX. This never ending submission of forms have been going on for 5-6 years while I live in fear and XXXX.
Company Response: Closed with explanation

Timely Response

2017-06-20

Merritt Is, FL

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-06-19

Chandler, AZ

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-06-16

San Gabriel, 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: Carrington mortgage reported that I paid my mortgage 30 days late, when in fact if was only 29 days. They refuse to remove it from the credit bureaus.
Company Response: Closed with explanation

Timely Response

2017-06-16

Salton City, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I fell behind on my mortgage. I started a loan modification with to try to get the situation straight. The mortgage company slow played the process dragging it out ove r nine months and to the point where they said they could no longer help me. I was referred to another organization for help that in turn could not therefore dragging it out even longer.The communication between myself and this company has been nil an d although I was issued a rep ( point of contact ) to handle this case, I have never been able to speak to this person. After all of this, my attorney has faxed a 3rd party request to this company four time since XXXX XXXX , 2017 and has even emailed it to supervisor XXXX XXXX . As of today, XXXX XXXX , 2017 he still does not have access to my account. On XXXX XXXX , 2017 , the company did receive a faxed loan modification application and still a single point of contact has not been assigned. I just want to try and keep my home and due to this company 's incompetence and lack of communication I am filing this complaint.
Company Response: Closed with explanation

Timely Response

2017-06-15

Lawrenceville, GA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-06-14

Wallington, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Approved for trial payment in 2016 with XXXX XXXX stated not to make payments while on trial. at the end of the trial XXXX sold loan to Carrington. Carrington is now charging me for 6-8 month of payments while the loan was with BOA. Carrington is currently holding all my payments in escrow with no resolution. Carrington has sent me intent to foreclose letter.
Company Response: Closed with explanation

Timely Response

2017-06-14

Knightsville, SC

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-06-13

Clayton, MO

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My loan with Carrington Mortgage Services was originated on XX/XX/XXXX - until the month of XX/XX/XXXX, I have always made my payment online with XXXX surcharges added to my monthly payment. As of XX/XX/XXXX - Carrington Mortgage is now requiring an additional {$5.00} convenience charge in order to pay my mortgage online. Additionally, if I were to make my payment over the phone I would be charged over {$20.00} to make the payment. I do not have checks to make this payment via mail, and I should not have to incur the cost of postage for a task that was previously free, and one that I did not previously agree to.
Company Response: Closed with explanation

Timely Response

2017-06-12

Glendale, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Hello, The Borrower has been approved for a short sale which was scheduled to close on XXXX . During a review of the preliminary title report, there were liens on the property which the Borrower believed to have been dismissed in a bankruptcy which the Borrower filed in XXXX . <P/> Upon further investigation, even though the money owned on the liens were in fact dismissed by the Court, since the liens had been filed prior to the Borrower 's bankruptcy, the liens remained on title. Thus, the Borrower was not able to produce a c lean title and consummate the close of escrow by XXXX . <P/> In order for the Borrower 's to produce a clean title, they hired an attorney to re-open their bankruptcy case and file a Motion to Remove the Liens. The Court granted the motions on XXXX ; however, the Bankruptcy was only closed on XXXX . During the period of the Bankruptcy, the Buyer 's lender was not able to process his loan because the property was still under Bankruptcy protection. Thus, the Buyer 's lender asked for an extension to XXXX in order to allow them adequate time to process th e Buyer 's loan. The lender has scheduled a Trustee Sale on XXXX ; however, they declined the Borrower 's request for the extension. <P/> My broker, escrow, title, the Buyer 's lender, the HOA have al l put our best efforts to close as scheduled ; however, there have been unpredictable circumstances beyond our control that have preventing us from doing so. The parties have actied in good faith and the delay in closing in not a result of any willful neglect or negligence. <P/> Thus, the Borrower hereby requests that his request for extension be granted so that he can conclude the short sale. Considering all the facts that have prevented him from closing sooner, we are confident that we can close the transaction before the sale date of XXXX .
Company Response: Closed with explanation

Timely Response

2017-06-12

NY

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Where to begin, My loan was originally obtained through XXXX . Carrington bought the mortgage and immediately upped my payment ( Surpassing the maximum amount I am legally allowed to get a home loan for ) to push the escrow to the maximum amount. As this was sudden and unexpected I obviously started missing payments and making payments late while they were blasting me with fees. They were completely unhelpful in terms of me making partial payments and only wanted to sell me additional services which I can not afford. The website is shotty and most of the time and at least once every 2 moths I have one of the following issues. - Does not work - Will require me to change my password - Will not let me reset my password - And does not send me confirmation emails when I make my payments - Can not find the link to make payments as it is very well hidden Which is suspicious because when you call they say its {$15.00} to make a payment over the phone. I finally got even on my mortgage and now they have decided to start charging me a {$5.00} Convenience fee to make my payment online which again I do n't think is quite legal. Regardless this place is not on the level. Sign me up for any lawsuits out against these guys.
Company Response: Closed with explanation

Timely Response

2017-06-12

Fort Pierce, FL

Closing on a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-06-10

Aragon, GA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX keeps trying to get my social security number so he can submit a mortgage application for me. I have told him several times my credit is not good enough. He wo n't stop calling me. I wo n't lie on an application.
Company Response: Closed with explanation

Timely Response

2017-06-09

Lexington, NC

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I had gotten behind on my mortage my dad was originally on the mortage note so i applied for a modification and had to do a quit claim deed on my father to get him off of the note so only my income would be used fro the modifcation because with my dads income it was to much to pay. We did the quit claim deed on my dad and them i was approved for the 3 month trial plam for the modification and this is my third month but i received a phone call asking why did i take my dad off of the note so now they are telling me before they can do a final modification i have to do another quit claim deed to put him back on and i can not pay the payment until that is done. I even spoke with my credit counselor and he said that makes no sense to him. the mortage company is saying that the papers have to be the way they were when i first closed on the house.
Company Response: Closed with explanation

Timely Response

2017-06-09

Rockwell, NC

Trouble during payment process

Mortgage: FHA mortgage

Complaint: In XX/XX/XXXX my XXXX XXXX XXXX mortgage was sold to Carrington Mortgage with minimal notice. Upon transferring the mortgage that was in good standing and finally receiving the papers from Carrington Mortgage my loan was immediately anylized by their escrow department and my payment was raised. I called Carrington Mortgage and was told that the reason for the additional charges were because they placed an escrow coushion of the most charges allowable by law. I requested they remove it stating that XXXX XXXX XXXX did this every year but immediately removed it when asked. Carrington Mortgage refused. Every month since then I have been repeatedly badgered with phone call after phone call every single month. 3-4 or more times per day every day shortly after the XXXX of each month. According to my loan documents my payment becomes due on the first but has a grace period of 15 days and that said, my mortgage is paid every month between the XXXX and before the XXXX. In XX/XX/XXXX, I received a paper in my statement saying that unless I set up automatic payment I would be charge for online payments or phone payments and as much as {$20.00} for a representative to process a payment. I initially set up auto pay and called several times to check to see if it was activated and it never was. On XX/XX/XXXX I spoke to a representative on the phone and it still was not set up. I voiced my concern and dissatisfaction about the whole forced auto pay situation and she told me that since I live in North Carolina I was exempt and they could not leagally charge me for a payment that I made online myself. I told her that it was never disclosed or explained to me in any of the previous calls I made and she said that they are not supposed to tell people that. Now I am being bumbarded with calls. Tonight XXXX I answered and the representative asked me a series of questions including asking if we still hold keys to and occupy the property. Again I have until the XXXX to pay my mortgage so I asked why he was asking the questions. He said my mortgage was late and I had to pay it with him over the phone. I told him that he could check the history that my payment have never been late and I already had the payment set up on line. He was extremely condescending and said do you know when your mortgage is do? I said of course I do and he said when? I said it it do the first and I have till the XXXX the to pay and have always paid b4 the XXXX he just kept repeating due when over and over. I told him that I was tired of the constant phone calls and badgering and I did not want them calling me again and that I had stated that already and hung up. I was so furious and insulted. The commission should XXXX the company and read the nightmare of reviews from hundreds of people that have had the same experience as myself. All from people who had no choice but to deal with Carrington because their loans were sold by XXXX XXXX XXXX and Other Banks. This company should be shut down!
Company Response: Closed with explanation

Timely Response

2017-06-09

Torrington, CT

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-06-09

Bronx, NY

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX and XX/XX/XXXX, I tried to get information about my Mortgage account from XXXX XXXX XXXX XXXX. I spoke to three different representatives and I got conflicting amounts on the payoff and procedures. I was verbally battered by one of the XXXX XXXX XXXX XXXX representative. I believe her name is XXXX. The following is an account of what happened : The first time I call I managed to get through to a representative but after I gave all my information, we got cut off ( time of call was XXXX, XX/XX/XXXX ). The second time I called ( XXXX ) I spoke to a representative by the name of XXXX . I asked her if she can give me a break down of my bill. According to the computers records the total bill amount was {$300.00} but the principal balance was {$55.00}. I asked the representative how did it reach up to {$300.00}. First of all, she had an attitude while she was speaking to me. She seemed as if she was in a rush and needed to go or be somewhere else. She was very impatient with me. She quickly started quoting numbers and it was very hard for me to keep up. I didnt know how the numbers were leading up to the balance. Then the rep literally complained that my principal was so low. She informed me that I inherited {$190.00} from the original loan ( which was XXXX XXXX ) and I told her that I owed XXXX XXXX {$180.00}. I informed the rep that I was going to dispute the extra charge. The rep went on to say that I was late and their company sends out an inspector to the home and charges {$15.00}. I could tell by her tone that she was glad that the Carrington Mortgage company tagged on an extra {$15.00}. She said that I couldnt dispute the charge because I just admitted on the phone that I was 30 days late. She accused me of ignoring the letters that the Carrington Mortgage had sent. I told her that I never received a recent letter in the mail stating that they increased my loan to include a fee of {$15.00}. She continues to argue about the extra charge. The tone that this rep had was that of reprimanding me for not paying last month bill ( XX/XX/XXXX ) and this current ( XX/XX/XXXX ) bill. Then she stated that the principal amount is not the payoff amount. She made it seem that I had to pay a whole lot more, but she had to verify this with another department and get back to me through email for the full payout amount. Im currently XXXX. I living off of my XXXX checks and I was already struggling to try to get my payments in on time. This rep was draining me mentally and physically. I asked to speak to a supervisor because I didnt have enough money to pay the full amount of the bill. The representative said that she could help me make arrangement for the payment. She was n't helping me she was provoking me to argue with her. I felt so pressured that I wanted someone else to help me. The companys recorded messages states that it charges a {$20.00} fee to make a payment with a representative. She said she would do this as a one-time courtesy ( with an attitude ) .This was supposed to be my final payment. She said that she would take the payment. I told her that I wanted to pay the principal on the loan. She informed me that I owed ( {$55.00} ) last month and ( {$55.00} ) this month so the payment made on XX/XX/XXXX would be {$110.00}. This payment would be a partial payment according to the rep and she was going to email me the payoff amount for the rest of the payment. The rep verified my email address and I was waiting for the email which I never received. After speaking to her I was so stressed out. I really didnt want to deal with her again. She was trying so hard to get me to argue with her. She was definitely provoking me to get into an argument. The representative made me feel so uncomfortable that I wanted to hang up the phone. This was supposed to be a wonderful moment for me because I was finally paying off the remainder of the loan. Unfortunately, the experience with that rep made me feel frustrated, tired and stressed out. She got me so upset because 1 ) She had a horrible attitude as she was dealing with my request. 2 ) When asked about the breakdown of the bill, she attempted to but was unable to give me a break down. 3 ) She quoted numbers in an attempt to give me a breakdown of the bill, but she was going so fast I didnt know which numbers was relating to the bill or how we got to {$300.00}. 4 ) She seemed irate as she was explaining that my principal was low. 5 ) She reprimanded me for not paying last months bill ( XX/XX/XXXX, in the amount of {$55.00} ) and supposedly XX/XX/XXXX bill ( XX/XX/XXXX ) for the same amount. 6 ) She insisted that I couldnt dispute any extra charges related to my bill. 7 ) I could tell in her tone that she seemed glad and proud when she stated that the XXXX XXXX charged me an extra {$15.00} on my bill and it could not be disputed ( based on the erroneous information that she gave me over the phone ). 8 ) She accused me of ignoring recent letters that she claimed was sent by the Carrington company. 9 ) She made the payoff amount seem very large which gave me the sense that I owe much, much more. 10 ) She gave me false information about the amount that I needed to pay in order to satisfy the principal. This is why I ended up paying double the amount for the principal. 11 ) She said she was going to email me the information for the complete payout of the loan and any associated fees and she never did. 12 ) I felt emotionally battered, frustrated and stressed out because she was pushing for an argument with me and I didnt want to argue. This call was supposed to be recorded. I urge the Carrington company to review the call so they can hear the dialog between their Company Representative and me. I provided the Date and time on this document. The call back from XXXX XXXX XXXX (XX/XX/XXXXXX/XX/XXXX, time XXXX ) Another representative called me back with information about my loan pay-out. I think her name was XXXX. She was supportive and understanding unlike the other rep ( XXXX ). XXXX informed me that the other representative ( XXXX ) was not supposed to take in the payment because all payments were supposed to be made by certified check, money order or wired overnight. She also stated that statements regarding my account could not be sent via e-mail. She then gave me an address in which I should mail the total payment of {$250.00}. The rep informed me that she was going to release the funds and place it back into my checking account. She stated that I had to make the payment as soon as possible to avoid any more interest. I told her that I was going to make out the money order on XX/XX/XXXX in the amount of {$250.00}. I believe this would have been my final payoff. However, when I went to make out the money order the funds for the first payment of {$110.00} was not released and I didnt have enough money to send out the money order. I was supposed to send it to : Carrington Mortgage Services Cashiering Dept XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, CA XXXX On XX/XX/XXXX, I called back and spoke to XXXX another representative from XXXX XXXX XXXX. He informed me that everything on my account was looking fine and I double paid on the principal. I asked him about the fees and he said I should call back on Thursday ( XX/XX/XXXX ) which is when the payment may post to my account. <P/> On XX/XX/XXXX, I was seeking for help. I didnt want to hear anymore conflicting balances or stories. I looked up HUD.Gov and they referred me to Consumer Finance Protection Bureau. Im submitting my complaint online. Hopefully, I will get the correct answers to my question which is : What is my final payoff? What do I have to do in order to Get a Certificate of debt Satisfaction? When will the lien department release the Certificate of Satisfaction to Public records?
Company Response: Closed with explanation

Timely Response

2017-06-08

Lewisville, TX

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Seized or attempted to seize your property
Complaint: Me and my spouse live in a community property state where we both equally own our house. Also our house is an exempt property per our state statute. Carrington Mortgage Services is the mortgage lender for our property ( Carrington Mortgage Services, LLC XXXX XXXX XXXX , XXXX , IN XXXX , Phone # XXXX ). After we missed few mortgage payments, my spouse herself filed Chapter XXXX Bankruptcy and all the lenders, including Carrington Mortgage Services, were notified by the court. Pursuant to Chapter XXXX Bankruptcy law, should automatically stay all the collection activities by the lenders. Carrington was fully aware of the stay, but nevertheless, sent a letter of pending acquisition to us few days after filing. When I called Carrington, the agent lied to me and told me that unless and until I file Chapter XXXX Bankruptcy, the foreclosure procedure wo n't stop, since the mortgage is under my name alone. I explained her that since my spouse is the co-owner of the house, the whole house is considered to be Bankruptcy estate since she filed Chapter XXXX Bankruptcy and unless and until Carrington file a motion to lift stay in the Bankruptcy Court and get the motion approved, they can not do that. The agent on the phone completely ignored what I said and threatened me that if I want to keep my house I need to pay immediately. Few days after that Carrington sent me a mail of mortgage loan default on XX/XX/XXXX of 2017. At that time, I again contacted Carrington, and the agent told me that Carrington has already sent me the pre-foreclosure notice and the auction for foreclosure would be on the XX/XX/XXXX of 2017. Th is time Carrington agent provided me the phone number of the attorney that is representing the foreclosure process. The phone number of the attorney is : XXXX . When I asked the name of the attorney, the agent declined to do so. Carrington has sent me three mails and also adding a fake letter from some unknown company who is willing to buy the house. Carrington is continuing with the foreclosure procedure in violation of automatic stay and in violation of our state statute of exempt property and community property law. I even explained Carrington that my spouse and her attorney has proposed a payment plan for 60 months, to catch up with the missed payment and interest accrued by our non-payment. The agents would sometimes threaten with foreclosure and they would sometimes try to tell me the law that does not exist.
Company Response: Closed with explanation

Timely Response

2017-06-08

NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XXXX 2017 I increased my direct draft amount from the min monthly pmt to the next whole {$100.00} 's to add a little bit on the principle payment each month. On XXXX first the larger payment was drafted from my checking account and has successfully drafted on the XXXX and XXXX each month since ( XXXX, XXXX, XXXX, and XXXX ). On XX/XX/XXXX an employee miss applied one of those drafts as a payment all on principle. Since that time the company has called me several times at the beginning of the month and around the XXXX of the month to notify me that my mortgage payment is late. The phone calls began onXX/XX/XXXX. I worked with the caller on the XXXX to identify what the problem was and was told that the error was on their part and that they would fix the application of that payment on XX/XX/XXXX and there would be no further action needed by me. Then XX/XX/XXXXcame and so did more late payment collection calls. Again I went round and round with the customer service department and called back several times the first week in XXXX to get this resolved. I thought it was done until the calls started again on XX/XX/XXXX. Again I explained the problem, the rep looked at the acct history and again I was assured that the problem would be fixed. The XXXX calls actually started on XX/XX/XXXX this time and I was assured by several customer service reps and supervisors that the issue would be resolved, they had expedited the problem up the chain of command and the rep would call me back on Monday to update me on the progress of the resolution. It is now Thursday,XX/XX/XXXX and the rep will not take my calls and when another rep asked her for an update she told them that she did n't have anything to tell me yet so she did n't need to actually speak to me. I have a letter datedXX/XX/XXXX, the day after I was assured the problem would be resolved, stating that my payment is late and " As required by law, we may report .... to the credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. '' This problem and " late payment '' is not my fault and it is just shy of 2 months since the company miss applied my payment causing me to be late. I need help to get this resolved please.
Company Response: Closed with explanation

Timely Response

2017-06-07

Greensboro, NC

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-06-07

Laurel, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-06-07

Ridley Park, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XXXX XXXX I went online to p ay one of my mortgage payments. I saw that at the end of the transaction the amount was {$5.00} higher than my normal payment, but I had already pushed the end button. So I went back into the site the next day and looked and it showed I had paid the normal amount. When I checked my bank account it showed {$5.00} additional. So I called them last night but they were closed. But there was a recording that said as of XXXX XXXX , there will be a {$5.00} additional charge to submit your payment online. 1. I was NEVER advised in writing that his charge was going into effect. 2. This is NOT what I signed up for. Not part of our original contract and I feel it is illegal to do this now. this is Carrington Mortgage Services, LLC Thank you
Company Response: Closed with explanation

Timely Response

2017-06-07

Winthrop, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response