CARRINGTON MORTGAGE SERVICES, LLC

2017-05-22

Huntsville, AL

Applying for a mortgage or refinancing an existing mortgage

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

Company Response: Closed with explanation

Timely Response

2017-05-22

Hattiesburg, MS

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-05-22

ME

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: In XX/XX/XXXX, I submitted a request for mortgage assistance to my mortgage company, Carrington Mortgages Services. I filled out the application as well as sent them all of the other documentation that the requested of me ( pay stubs, bank statements, etc. ). The reason we fell behind on our mortgage payments is a direct result of my husband being out of work for 5, nearly 6 months after undergoing emergency XXXX XXXX XXXX XXXX as well as other medical complications. This left me as our only income during that time and I am not capable of paying all of the bills on just my salary alone. Also, we were inundated with my husband 's medical bills that we needed to make at least some payments on. At the time I submitted the request for assistance in XX/XX/XXXX, we were only 3 or 4 payments behind. Once I had submitted this request, I was given a complete runaround by Carrington. They repeatedly claimed that they were missing documents, even though I had sent them multiple times, both via fax and email. I continued to get this nonstop runaround until mid to late XX/XX/XXXX, when I was finally informed that they had received everything that they needed and that my file was now in underwriting and that it would take about 30 days to hear back from them. I heard nothing. Come XX/XX/XXXX, I received a letter in the mail from Carrington stating that my application for assistance had been canceled because they had not received all of the required documentation. This was COMPLETELY false. The last time I had spoken with Carrington in mid to late XX/XX/XXXX, I was told that they had EVERYTHING they needed and that my file had been sent to underwriting. As a result of this nonsense, I had to start my application all over again from scratch. Because of Carrington 's complete carelessness, we had fallen several more months behind on our payments and we were only going to continue to fall behind while having to go through this whole entire application process again. Long story short, I sent them a whole new request for mortgage assistance packet with all new bank stubs, pay stubs, etc. They put me through the same nonsense of claiming they were missing documents, even though I had sent them. This past Friday, XX/XX/XXXX, I received a letter in the mail from Carrington claiming that we did not qualify for the loan modification that we so desperately need and the only thing that we qualified for was " liquidation. '' This does NOT help us in any way, shape, or form. We are NOT going to " liquidate '' anything. My husband has been back to work full-time for a while now and we are perfectly capable of affording our normal monthly payments again ; however, we just need help with getting this past due balance deferred to the end of our loan. Carrington claims that we received a loan modification a year ago ; however, I NEVER even applied for a modification last year. What happened was that Carrington informed me in the spring of XX/XX/XXXX that there was a shortage of escrow, which was NOT the case ; however, they continued to claim that there was a shortage of several thousands of dollars and expected us to pay it. Well, this did NOT fly with me as I knew this was not true and I also read on the Consumer Reports complaints page that Carrington has done this to MANY other customers and not just us. As a result of this, I sent an email of complaint to the CEO of Carrington Mortgage Service, XXXX XXXX XXXX. He did not reply to my first 2 emails, but he finally replied after I sent him a third email ; however, he clearly did not mean to reply to me, but meant to forward my email to someone else within the company and had called me an " XXXX '' in this email that he meant to send to someone else, but clearly accidentally hit reply instead of forward so that it came to me instead of the person he actually meant to send it to. Here is a copy of his response that I received '' " XXXX - This XXXX has been pestering us for at least a month that I can remember, I ca n't even sort out all of the details of what she is referring to any longer. Let 's do two things here - solve whatever the current issue is asap and then get XXXX to offer her a streamline refi at whatever rate will incent her to refinance quickly, then sell the loan on a released basis into the market so that we are no longer dealing with her. Please let me know your thoughts. BR '' Obviously, I was furious. I immediately responded and let him know that I did not appreciate being called an " XXXX '' by the CEO of my mortgage company, especially when they are the ones in the wrong regarding this so-called " escrow shortage. '' I almost immediately received a phone call from the the head of the customer advocate department of Carrington, XXXX XXXX. She was very obviously asked to call me to do damage control after XXXX XXXX had called me an XXXX in an email that he did not mean to send to me. Of course, I was extremely angry and told XXXX XXXX that there was absolutely XXXX excuse for what had happened and how incredibly unprofessional that was. I told her that I was even contemplating taking this to the news media. She told me that she was going to come up with a solution for me to " make everything better. '' She later contacted me and told me that they had successfully " gotten rid '' of the escrow shortage and claimed that it was sort of modification, even though I NEVER even applied for it, never even asked for a modification, and never even knew I was getting one. They just somehow, on their own without my knowledge " got rid of, '' as XXXX XXXX worded it, the escrow shortage. I NEVER, EVER went through any sort of a loan modification process. Like I said, I never even asked for one and never sent in any applications or any other documents. They did this all within the matter of one day, just as a way of doing damage control for what their CEO had done. Now, when we actually NEED a modification due to a temporary hardship caused by a very serious medical issue resulting in a temporary significant reduction in household income, we are being refused one. I have a USDA guaranteed home loan, and I know that there are special loan servicing guidelines that can be utilized to obtain a loan modification and there was absolutely zero indication on the letter that I received from Carrington on Friday that this special loan servicing was utilized. It is very clear that Carrington Mortgage has failed to follow the provisions of mortgage servicing as required by RESPA.
Company Response: Closed with explanation

Timely Response

2017-05-20

Mountain View, OK

Applying for a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-05-19

Rockwell, NC

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Prior to my loan being sold to Carrington Mortgage, I was involved in a wreck at work. I have been on workers compensation since XX/XX/XXXX. Since Carrington took over my loan in XX/XX/XXXX, I have consistently asked Carrington to defer some of my payments so that I could keep up. I have sent in documentation showing that the workers comp payments are weeks behind and that I have no control over when they get here. Had I been given the opportunity to get caught up, I would not be in the position that I am now. Finally in XX/XX/XXXX, I was sent a request for mortgage assistance packet. I submitted the packet with the required documentation. That was sent to them via fax as they requested. On XX/XX/XXXX, I received a phone call from XXXX my account rep. He stated that I had been missing some documents and that I still had 30 days left to send them in. On XX/XX/XXXX, I received a letter from Carrington that My RMA was received but was missing documents. they needed to be received by XX/XX/XXXX. On XX/XX/XXXX. I resent the whole RMA again on XX/XX/XXXX I received a Cancelation letter from Carrington. The letter stated that it was cancelled because I was missing documents. I then call carrington and asked why they didnt receive all my documents. The rep stated that the documents were not recievd on their end. I have a fax transmission receipt that all 12 paged were sent on XX/XX/XXXX. After some discussion, I was asked to resend the RMA. I resent the RMA again on XX/XX/XXXX. On XX/XX/XXXX, I received another letter stating that I was missing documents once again and to send in the missing documents by XX/XX/XXXX. Problem was, there was no list of missing documents on the letter. So how was I supposed to know what to send??? On XX/XX/XXXX. I was finally able to get in touch with my rep. He said I was missing documents and to send them in. On XX/XX/XXXX, I faxed the requested documents to Carrington. Problem 1 ) Carrington consistently loses paperwork delaying the process. Problem 2 ) on all the letters that I have received, it clearly states that Carrington will not proceed with the initiation of foreclosure action once they acknowledge the receipt of the hardship package. That folks is on the letter dated XX/XX/XXXX which states that they have received the hardship package. then on or about XX/XX/XXXX, I received a notice of intent to foreclose letter. Didint they just say that they would not initiate the foreclosure proceeding in the previous letter? I Know how to read, and thats what it said. Carrington will continue to bully the customer rather then help the consumer keep their home. Carrington does not play by the rules! When I received the intent letter, I called my NEW account rep, XXXX. She told me that that letter was system generated and that my application was still under review. Then on XX/XX/XXXX I received a CMS loss mitigation evaluation letter. On that letter the have my income as XXXX a month. This is not a true representation of my income. I also noticed that there was a workout option that I was never told about. Unemployment forebearance plan. It states that I am not eligible because my hardship is not due to unemployment???? I have been asking for this since they took over my loan in XX/XX/XXXX!!! My hardship is directly related to unemployment BECAUSE OF MY INJURIES I CAN NOT RETURN TO THE WORK AS A XXXX XXXX!!!. This letter also states that I am approved for a modification. On XX/XX/XXXX I also received the trial plan agreement. My HUD counselor calls this a " blind Agreement '' as it is a very vague workout. The first issue is that this workout is based on improper calculations of my income. If I have been asking for help with my current payment of XXXX a month, why would you expect me to be able to pay XXXX a month? thats not helping at all. Then on page 2 of the TPP, item # 6, the last line states that I waive my rights to receive any such foreclosure notices??? I didnt waive my rights and Carrington can not assume that I have. This cant be legal by any means. There are certain procedures to follow if a consumer is foreclosed on. Carrington feels that it does not need to follow those procedures. On the loss mitigation letter dated XX/XX/XXXX, it states that I may file an appeal if I feel that I was wrongfully denied for a Loan Modification On XX/XX/XXXX, I sent a 30 page appeal via fax. The basis for my appeal was on 2 things. 1 ) I wanted written documentation as to how Carrington arrived at my income. 2 ) I asked for written documentation explaining the unemployment forbearance and why I was not afforded that as a solution. on XX/XX/XXXX, I received a letter stating that Carrington had received my appeal and that I would receive written notification of their decision within 30 calander days. As of the filing of this complaint, XX/XX/XXXX, I have not received any answer to my appeal. On XX/XX/XXXX I received anoth loss mitigation evaluation notification, this time the income was correct and I was only " approved '' for home liquidation. Also on XX/XX/XXXX I received a home liquidation letter " conditional approval ''??? Then on XX/XX/XXXX, I received a letter from Carrington that they have received my complete mortgage assistance package. Which one? The one that I sent in XX/XX/XXXX or the one that I resent in XX/XX/XXXX? It is very vague as to which package they are referring to. on XX/XX/XXXX I received a cancellation notification stating that my TTP was canceled because I filed an appeal and that I no longer wished to have your loan modified. I said no such thing. I filed an appeal which is my right to do according to Carringtons letter. I called Carrington on XX/XX/XXXX, spoke to rep XXXX. We discussed the situation and I asked why I still had not received a written answer to my appeal. He couldnt answer my question so he switched me over to another dept. I spoke with XXXX in that dept and explained my reasons for the appeal. In regards to the unemployment forbearance, XXXX stated that it was not offered because I lived in North Carolina. Really? Then he said that they were still reviewing the appeal. So which is it Carrington? You dont offer these programs because of where I live? or because you are stil reviewing my appeal? XXXX suggested that I call back in a week. on XX/XX/XXXX I received a letter from an attorney that they were trying to collect a debt. It is not signed by anyone and frankly loos like a letter from an attorney trying to drum up business. I called the attorney and they would provide no information at all. They said that I needed to contact Carrington. So I called Carrington that day. I spoke with XXXX, we discussed this letter and she did say that they were attorneys that they used for foreclosure. Well, thats not what the letter says. How can it be a legal notice if its not signed by an attorney???? XXXX from Carrington also stated that there was a tentative date for sale of XX/XX/XXXX. How can there be a date set when there has not been a hearing?? I called Carrington again on XX/XX/XXXX and spoke to XXXX in the modification dept. I again asked for an answer to my appeal. He stated that there was no reason to answer the appeal because I could not afford the home anyway. He also stated that my due process rights according to the Fair lending act and the Equal Credit Opportunity Act didnt matter. He said that I am not afforded the due process that is required by law and is stated on Carringtons procedures on determining a loan modification. In other words, Carrington can answer the appeal or not in his mind. I have been working with a HUD counselor here in North Carolina since XX/XX/XXXX. He has followed every bit of the experiences that I have had with Carrington. After this last conversation, he suggested that I file a complaint with this organization. Let me further explain my situation. I was receiving enough income after my wreck in XX/XX/XXXX to sustain living in this home. All I asked for was a plan to defer a few payments so that I could stay current. Carrington has not afforded me any request that I have made. My income changed suddenly in mid XX/XX/XXXX, when the Workers Comp insurance company arbitrarily reduced my pay to XXXX a week. We are currently in mediation to have my income set back to an agreeable rate according to t he laws of NC. Once that rate is established in the near future, I am sure that I will be able to maintain my payments. That is if Carrington will work with me. To date, they seem to just want to make up the rules for me as they go along and pressure me into selling my home and put me in the street! I can not help that the workers comp system in NC is so unfair to the worker. I am between a rock and a hard place because I can not work as the insurance company has not approved any of the treatment for my injuries so that I may return to full time employment.
Company Response: Closed with explanation

Timely Response

2017-05-19

Cincinnati, OH

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-05-19

IL

Incorrect information on your report

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

Account status incorrect
Complaint: My name is XXXX XXXX I have a mortgage wi th Carrington Mortga ge Loan # XXXX . Property Address : XXXX XXXX XXXX XXXX XXXX , IL XXXX . I have recently completed a trial period loan modification and my account has never been past due even prior to me going in to the trial period plan. According to FHA 's servicing guide servicers are not supposed to report you as being past due if you were current going into the trial period plan. Howe ver Carrington continues to report me as delinquent. They reported m e as being 90 days past due in XXXX and 60 days past due in XXXX . This despite a letter I received from them in XXXX apologizing for any past discrepancies and promising to correct my credit report. They suppressed reporting for XXXX XXXX XXXX XXXX but then started erroneously reporting again in XXXX . This has been going on since XXXX XXXX . How many times can a servicer wrongly submit info before it becomes negligent and should be punished.
Company Response: Closed with explanation

Timely Response

2017-05-19

WI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have requested numerous times in writing and via phone that I want to receive my statements. I received them for a short while but as soon as I switched to paperless I no longer have access. I am trying to refinance and leave this nightmare company and just need a copy of my most recent statement. Hey will not give me one unless I submit in writing again to their research department a request to receive statements. They said it will then take 30 days for a response. All because of a bankruptcy flag from 6 years ago before I was even with t hem ( th ey purchased my loan from XXXX ).
Company Response: Closed with explanation

Timely Response

2017-05-19

Atl, GA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-05-19

Bel Alton, MD

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My house was sold at a foreclosure auction on XXXX / XXXX / XXXX . Around XXXX / XXXX / XXXX , XXXX XXXX of Carrington Real Estate Services, LLC con tacted me. I confirmed with her that I was occupying the house with my XXXX minor children. She stated that she would request a cash for keys offer for me. On XXXX / XXXX / XXXX ( before I heard back from XXXX XXXX ), I arrived home from work. My son tried to unlock the front door, but found the key did not fit. I took the key from him and attempted to unlock the door. The key would not go in, but I was pushing on the door while trying to unlock it and the door popped open. I looked down and could see the shavings where someone had drilled the old lock. The new keys were on the floor inside the door. The house was completely unsecured ; all my personal property was inside and I had no way to know if someone was in there. I left a message for XXXX XXXX asking about the lock change. On XXXX / XXXX / XXXX , XXXX XXXX returned my call. She stated that she did not know why my locks were changed. I called Carrington Mortgage Services, LLC. They would not admit there had been a lock change ordered, but I was told that they have the legal right to change the locks. I told Carrington that I know my rights and they do not have the right to change the locks while I, the former owner, was in possession of the house. I told them that they have to go to court to get possession. I told them I would be changing the locks because I did not know who had access to the house. On XXXX / XXXX / XXXX , I was working at home and heard someone at my front door. When I opened the door, there was a man standing there about to drill the locks and put in new locks again. I asked him what he was doing. He said he was securing the house because it was vacant an d Carrington had ordered the locks changed. I told him it was not vacant and that Carrington Mo rtgage and XXXX XXXX XXXX was aware that I was still in possession of the house. He told m e Carrington had checked and the house was vacant. I asked them how they checked ; he said they talked to the neighbors. That can not be true. I live in a townhouse and know both my neighbors, who are aware that I am still living in the home. I told him that he has no right to change the locks while I am still living here. He told me that Carrington had the right to change the locks because they bought the house. I told him they can not change the locks while I am in possession and that they must go through the courts to evict me in the state of Maryland. He left. Carrington Mortg age and XXXX XXXX XXXX have violated my rights as the former owner in possession of a foreclosed property. Maryland law does not allow self-help eviction. The owner of a foreclosed property must go through the courts to get possession of a foreclosed home occupied by the former owner by filing a motion for judgment awarding possession and then go through the eviction process.
Company Response: Closed with explanation

Timely Response

2017-05-19

OH

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My loan was purchased by Carrington in XXXX 2017, an d I find their servicing practices to be very non-borrower friendly. First issue experienced is having my payment rise {$82.00} a month in order to build a legal amount in escrow. Even though, through XXXX XXXX XXXX , there has never been an escrow shortage. Next issue is that starting X/X/2017 , Carrington will be charging {$5.00} convenience fee on all one-time online payments. This is my method of payment and unsure why I am now being penalized to use this service. I understand I can sign up for automatic payments, but sometimes life just doesnt work out that easy. I feel entrapped to sign up for this service and run the risk of overdrawing my account if the funds are not in there. These mortgage payments have NEVER been late ; in the 10 years this loan has been active. I find Carrington Mortgage servicing practices un-nerving and a possible CFPB violation.
Company Response: Closed with explanation

Timely Response

2017-05-18

Indianapolis, IN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I am applying for a repayment plan for my mortgage, and the mortgage company and I do not agree on some fees that have been tacked on. As of now, I am 18 months delinquent. The monthly payment is {$320.00} x 18 months = {$5900.00}. Carrington mortgage says I owe {$6900.00}. I understand that there will be late fees. In XXXX XXXX there was {$450.00} lawyer fees, in XXXX XXXX , there was another {$250.00} I do n't understand how I could owe these fees. Carrington told me that the fees were all waived. This is the 5th time I have sent in a request for a repayment plan since XXXX XXXX , when they refused my payment and started foreclosure proceedings.
Company Response: Closed with explanation

Timely Response

2017-05-18

Collingdale, PA

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2017-05-18

Huntsville, AL

Managing an account

Checking or savings account: Other banking product or service

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2017-05-18

Deerfield Bch, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-05-17

Kosmosdale, KY

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-05-17

Corpus Christi, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Approximat ely five yea rs a go XXXX XXXX sold my account to Carrington mortgage. I was down to last five years of the loan. It has been a nightmare ever since. Every year they raise my payment twice. Last one with a note that by law they can hold up to two times what is needed in escrow account to pay principle, interest, insurance, and taxes. During these last five years, they have misapplied funds to another account and were hounding me for a payment. That took several phone calls and a week to get them to correct their error. One year I paid the escrow shortage to keep my payments down enough to be able to pay them. They didnt know how to apply so they just applied to the principle and when I paid the amount the payment should have been they started their harassing phone calls. They wanted me to pay the shortage again until they could figure out where they XXXX XXXX . I didnt have that kind of money just laying around to send them so they charged me a late charge for thei r XXXX XXXX . Th ey have not paid my insurance in a timely matter and I received several notices of cancelation. Every month its is something with them. Mind you I have never had a late payment in the twenty five yea rs I have had this mortgage. Fast forward to this year. Once again, they are increasing my payments. Not sure why because there is more in the escrow fund than the payoff on the loan. So, I didnt pay that large escrow shortage as I knew I would be paying the loan off in the next couple of months. The payment was to increase {$62.00} in XX/XX/XXXX and I thought it was XX/XX/XXXX . I paid my usual payment in XX/XX/XXXX . T hen came the harassing phone calls. I explained it was an honest mistake on my part and would include the {$62.00} dollars in my next payment. They were having nothing to do with. Even though they had my {$1100.00} they would not post it because of the {$62.00} shortage. They reported me to the credit bureau which put a hickey on my pristine credit report. I tried to work with customer service but as usual their customer service is rude and useless. So now they have {$4700.00} of my money they payoff is {$3300.00} which means they owe me {$1400.00}. Now I get a foreclosure notice not just on but four. So basically, they are trying to steal my house over {$62.00} dollars.
Company Response: Closed with explanation

Timely Response

2017-05-17

Kimberlin Heights, TN

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-05-16

Wagoner, OK

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On multiple occasions Carrington Mortgage Service ( Carrington MS ) called me and said my mortgage was past due when in fact my mortgage was current. Ive never missed a payment or even been one day late. About a year ago Carrington MS sent me a letter stating that my online payment was rejected and my mortgage was past due and my account had been blocked from making payment online until the issue was resolved. I called Carrington MS and after I told them the payment was deducted from my bank account on the due date they said the letter must have been a mistake. In XXXX o f 2017 Carrington MS started of fering automatic payments. I signed up for automatic payments on XXXX XXXX , 2017 . My fist automatic payment was scheduled to occur on XXXX XXXX , 2017 . On XXXX XXXX , 2017 Carrington MS called m e and said my mortgage was past due. The customer service representative then told me they were having issues with the automatic payment system, but they failed to notify me they were having the problems.
Company Response: Closed with explanation

Timely Response

2017-05-15

Stratford, CT

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-05-15

San Francisco, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-05-15

Camden, ME

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-05-15

SD

Credit monitoring or identity theft protection services

Mortgage: Conventional home mortgage

Complaint: In XXXX XXXX 2016 we found out we had a delinquent XX/XX/XXXX mortgage payment to Carrington M ortgage Services when we had a credit check pulled. We were wanting to refinance our home. I got on the phone immediately to find out what payment was delinguent. They informed me they had not recie ved XX/XX/XXXX payment. T he XX/XX/XXXX p ayment made th e XX/XX/XXXX payment and now I was XX/XX/XXXX . I told them there had to be some kind of mistake because I made the payment. I checked with my bank and got statements to show the payments I had made prior to and after the dates in questions. I emailed them to Carrington. I called Carrington several time after to see if they were able to find the missing payments. I submitted the addess the payments where being sent trying to find out why and where my payments had gone. XX/XX/XXXX I ch ecked my bank account and I was credited XXXX . I contacted my Bank, XXXX XXXX XXXX XXXX and asked them why this check came back. They informed me this check was credited back because it had not been cashed or processed in 90 days. At that time I contacted Carrington Mortgage and told them what I had found out. I mad e 2 pa yments to Carrinton at this time . One ch eck for XX/XX/XXXX a nd the other for the missed payment. At this time I asked them if they could please contact the major Credit Companies because these late payments had hurt our credit. They told me I had to write to their research department to get this matter cleared up to which I did. I provide proof the payment was taken from my account. I provide a letter from XXXX XXXX stating the payment was sent on X/X/16 m aking XX/XX/XXXX payment. The letter I recieve from Carrington stated they are not responsible for lost or delayed mail by the United States Postal Service. I was n't asking for anything other than help with Credit Reporting Companies.
Company Response: Closed with explanation

Timely Response

2017-05-12

Columbia, MD

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: That my wife and I are victims of predatory lending practices, and naive/gullible targets of XXXX home mortgage scams. The unscrupulous methods of lenders compelled us to file chapter XXXX bankruptcy that ultimately lead to our property put on short-sale/foreclosure. In addition, the property is no longer in our possession and has been physically occupied by Carrington Mortgage services of XXXX , California. Carrington Mortgage has been lackadaisical in dealing with entire issue especially getting our names off the deed. Such that utility companies and home association stop sending bills for utilities some of which already been turned over to collection agencies destroying our good credit. In the past year or so, Carrington employees ( XXXX XXXX or XXXX XXXX XXXX ) have been contacted by phone, email and fax and advised to have our names removed from deed. Also utility bills have been forwarded from time to time and they instructed to have home insurance updated in the company name. Utility companies and their collection agencies advised to forward future bills to Carrington for direct payment. Since Carrington also broke into the property, XXXX XXXX sheriff office was also made aware of the development
Company Response: Closed with explanation

Timely Response

2017-05-12

South Point, OH

Trouble during payment process

Mortgage: FHA mortgage

Complaint: We have a mortgage with Carrington Mortgage Services LLC, we have contacted them through online chat to find out why they are charging additonal amounts on our monthly loan payments and there answer was I would have to call direct to speak with a Rep so they can explain the fee 's added. In XXXX XXXX we signed a Modification agreement with Carrington M ortgage and was told we needed to go ahead and make the XXXX , XXXX , & XXXX payments to be caught up. Each monthly payment was for {$330.00}. So we sent in 3 different checks, one for each month requested, each check was wrote out for {$330.00} each. And we have made the exact same payment amounts each month since. Carrington w ill not send us a bill direct and I also asked the online rep about getting the monthly bills/statements sent to our home, cause our lawyer even said they never recieved the bill for XXXX XXXX . Carrington said we needed to mail in a request in which we have and have heard nothing back on that. Carrington has also turned into the credit beaura 's that we have missed a total of 28 payments and in fact we missed XXXX and XXXX of XXXX payments then we sent in a month and half payment the accepted, which made us half month behind. The next check we sent in they mailed back to us and have rejected all payments even through us having a escrow for all our payments with our lawyer for the every month since. XXXX XXXX Made 2 years since our first missed payment and we signed and paid monthly payments for XXXX to present of this year of XXXX . Here is the only info I can get on our mortgage account through Carrington site as they will not send us info. And they wont explain the fee 's which are not part of the Modification agreement. Payment informati on Loan Number : ... ... ... .... Next Payment Due : XXXX / XXXX / XXXX Total Due : {$940.00} Previous Payment Received : XXXX / XXXX / XXXX My further comments : ( {$330.00} of the above total is due for XXXX / XXXX / XXXX the rest of the total is extra with mo explanation of what it is for and why it is being charged and violates the Mod. agreement. )
Company Response: Closed with explanation

Timely Response