CARRINGTON MORTGAGE SERVICES, LLC

2017-05-11

Fort Stewart, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-05-11

Allingtown, CT

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-05-11

Baton Rouge, LA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX , I along with thousands of others lost my house to flood waters. Since that time I have paid {$55000.00} out of pocket on repairs. After sending in information to the Carrington Loss Draft Department several times starting on XX/XX/XXXX , I was just informed today, XX/XX/XXXX , that one of the notarized documents is missing the property number. I have spoken to a review board and several employees in t he Loss Draft Department over the course of the last month , and never was this mentioned.I also found out that the documents were reviewed on XX/XX/XXXX , the same day I was told that disbursement was requested. I was informed that I should call back in 24 to 48 hours for the details of my check. When I called they told me there was a problem with my paperwork that they received a MONTH ago. The paperwork will be updated and sent in the morning, but it takes 24-48 hours to update the system, then it take 3-5 days to review, then another 3-5 days to cut a check, then it goes in standard mail to arrive to the consumer within 5-7 business days. This process is ridiculous. For 9 months I have been displaced. Since Carrington b ought my mortgage in XX/XX/XXXX I have not missed a single mortgage payment. I feel as though this company is in breach of the covenant of Good Faith & Fair Dealing. An Attorney is being contacted to see if there is anyt hing that can be done about this. Hopefully no one else has to go through this struggle after losing everything they own.
Company Response: Closed with explanation

Timely Response

2017-05-11

Conyers, GA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Receive Social Security Check XXXX Wednesday of each month, Our house payment goes in the mail the next day XXXX Thursday of every month, I have cancelled checks for every payment for the last 32 years, XXXX XXXX XXXX sold account to Carrington Mort gage and we have had nothing ut problems with them every since. We have sent copies to Carrington Mortgage and have tried to explained that we are not past due, now they are calling 2 to 3 times a day and threatening foreclose. We have asked them several times to put the old balance that they show owing to the end of the contract and they say they ca n't. My husband is XXXX XXXX XXXX XXXX with XXXX XXXX ( XXXX XXXX XXXX ) XXXX and XXXX XXXX XXXX the XXXX they are causing by sending XXXX to XXXX letters weekly and calling daily is not helping him. We have lived in this house for 32 years if we were not going to pay our mortgage payments why would we be in the same place this amount of time.
Company Response: Closed with explanation

Timely Response

2017-05-09

Richmond, TX

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-05-09

Lewiston, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: on XXXX XXXX 2017 i s ent Carrington mor tgage company my insurance check to endorse. they cashed my insurance check and applied the the XXXX from XXXX XXXX that was money to fix my roof to my principle balance to my loan. when i called regarding this matter they told me that it will take 2 we eks to get my money back. weeks before this i was notified in a statement that i was low in my escrow account when in fact i was n't and they increased my mortgage payment up to XXXX a month now I 'm paying XXXX but refused to give me documentations as to why or where i was short. i needed to contact my city and have the city call Carrington mortgage company. They still have yet to get back to me or to notify what my paym ent will now be monthly. Everytime i call to address the situation they connect me to someone else then i sit on hold for almos t 45min then th e call ends up dropping. i feel violated and scared to know that these people hold my mortgage and there a re 1000 more like me going through this with them right now. I am at a loss of words. this house is shelter for me and my family and i cant even change mortgage companies because i chose not to refinance. please help me please..
Company Response: Closed with explanation

Timely Response

2017-05-08

Corona, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-05-08

Alta, CA

Incorrect information on your report

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

Account information incorrect
Complaint: In XXXX XXXX , I submitted a dispute with the XXXX credit reporting agenices that the information Carrington Mortgage is providing them regarding my account is inaccurate. XXXX of the XXXX reporting agencies investigated my request and Carrington Mortgage repsonded to their investigation claiming the information they submitted was accurate. On XXXX XXXX , I sent a letter certified mail with a return receipt to XXXX XXXX XXXX requesting them to provide me account information on a foreclosed property that they serviced a loan on. I informed them I was directly disputing the information as I did not think the dates of last payment and the dates of foreclosure were accurate. As per the RESPA, I requested them to acknwlegde my request within 5 days and to provide me a response within 30 days. Additionally, during this time, per RESPA Carrington Mortgage should not be reporting any information regarding late payments to the credit reporting agencies. On XXXX XXXX , XXXX , Carringtion Mortgage recieved my letter. On XXXX XXXX I received a letter from Carrington Mortgage Services dated XXXX XXXX , stating that they would not process my request for them to provide my account information becuase the letter that I submitted was not signed. The letter I submitted t o Carrington was initialed by me. On XXXX XXXX , XXXX , I faxed over a signed copy of the letter, and I also sent another letter via certified mail return receipt that was recieved b y Carrington on XXXX XXXX . Carrington Mo rtgage did not respond to my account inquiry, however on XXXX XXXX , I was notified by Experian, a credit reporting agency tha t Carrington Mortgage responded to their investigation and advised them the information they were reporting was accurate.
Company Response: Closed with explanation

Timely Response

2017-05-05

Gr, MI

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-05-05

Clayton, DE

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-05-04

Temperanceville, VA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: This a new complaint to dispute inaccurate information provided by Carrington Mortgage Services, LLC. to the CFPB for my previous complaint. Case # XXXX . Please review the attached document for more information
Company Response: Closed with explanation

Timely Response

2017-05-03

Simi Valley, CA

Incorrect information on your report

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-05-03

Simi Valley, CA

Incorrect information on your report

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

Old information reappears or never goes away
Company Response: Closed with explanation

Timely Response

2017-05-03

Simi Valley, CA

Incorrect information on your report

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-05-03

Carmel, IN

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-05-03

Irvington, NJ

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-05-02

Englewood, NJ

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-05-02

FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My mortgage was sold from XXXX to Carrington, they are adding a fee of {$560.00} to my payment, I contacted Carrington who said this fee was moved over from XXXX , I contacted XXXX who said this was a mistake and they removed it which I have communicated with Carrington. Carrington is still asking me to pay this fee and would not contact XXXX to confirm that this was a mistake from their said and that it has been corrected. XXXX will not give me a letter verifying this mistake correction. Now I am stuck between these 2 companies to pay {$560.00} that I do not owe. My mortgage has always been on automatic payment since day 1. Thank you
Company Response: Closed with explanation

Timely Response

2017-04-30

Fort Worth, TX

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-04-28

Greece, NY

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-04-28

Greece, NY

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-04-28

Bohemia, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Mortgage is held by Carrington Mortgage Services in California. Have had many problems. Filed a complaint 2 years ago. Still no resolution y et CMS contin ues to harass me and is trying to foreclose on my house. See attached complaint.
Company Response: Closed with explanation

Timely Response

2017-04-27

Indianapolis, IN

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-04-27

Bakersfield, CA

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: I have been a customer of Carrington M ortgage for several years now. I have been paying my mortgage on time since I got the loan in XXXX . Never once did I miss a payment. I would always mail them a money order through USPS and not once did I have a problem. Then, in XXXX of XXXX , I get a call from Carrington Mortgage asking me why I have not made my XXXX payment yet? I tell them that I have submitted my money order like I have been for 8 years and that they definitely should have received it by then. Carrington Mortgage stated they did n't. Because of this, I did a lenghty investigation where I had to talk to USPS, XXXX XXXX , and Carrington Mortgage. Apparently my money order had not been cashed yet, but I had proof that I ordered one trough XXXX XXXX in early XXXX . I also was told by USPS that they had received complaints that the particular deposit box I submitted my XXXX XXXX Money order had been vandalized during that same time. I was told to submit a mail theft and vandalism complaint. I did so XXXX XXXX of XXXX . After I submitted my complaint of vandalism, I spoke with Carrington Mortgage and told them of everything that was going on. I also submitted a new money order along with the proof I had ordered a money order early in XXXX and the USPS vandalism complaint report since I knew the money order might not get to them on time. They said that they would look at all the documentation and more than likely forgive the late payment due to the unusual circumstances. That was the last I heard from them until several months later when I found out that they did place and maintain a late payment on my report. When I found out in XXXX of XXXX that there was a late payment on my report, I write to Carrington Mortgage and once again ask for their forgiveness. I never received a response. I then submitted another letter in XXXX and again I received no response. Finally, I get a letter back from them in XXXX stating that they would n't address anything because the signature on the letter did not match the signature they had for me ... Frustrated, angry, and saddened that my own mortgage company who I have been making payments to for almost 9 years on time was treating me this way, I almost gave up. I kept sending them letters and finally in XXXX they sent me another letter simply stating that my XXXX of XXXX payment was received on XXXX XXXX . It did n't have anything regarding the mail theft that occurred nor the report of vandalism and XXXX XXXX statement showing I obtained a money order in early XXXX addressed to Carrington Mortgage that was different than the actual payment they received from me in XXXX XXXX , XXXX therefore proving that I in fact attempted to pay them like usual. It also did n't address any of the phone calls that I had with their representatives where they essentially were leading me on with a " carrot on a stick '' so to speak nor the letters that I sent after XXXX XXXX . I understand that their stance is " we have to report accurately to the credit bureaus and this late payment was received late, '' but there are several extenuating circumstances that led to this and were no fault of my own. I did not attempt to pay it late. In fact, from my perspective and anyone with a bit of logical sense would argue that I did pay it on time. I ordered a money order and submitted my payment through the standard means on time. That an outsider or " third party '' decided to break the law and vandalize property and steal something that was n't theirs is not my fault nor do I have any control over it. In the end the one who is suffering damage is me. Carrington received their payment for XXXX XXXX on XXXX XXXX as well as any late fees for it and the XXXX and XXXX payments on XXXX XXXX . In other words, I had to make 3 monthly payments in a matter of 30 days, pay the late fees, pay the reimbursement charges and additional fees to XXXX XXXX for additional money orders, spent numerous hours investigating the problem, and still am facing a blemished credit report and lower credit score al l for something that was not fault of my own! How is any of that fair? Please help me in resolving this. I do not believe that I am being treated fairly and this late payment is causing me a financial burden because any credit I apply for is now at a higher interest rate due to this. I also have not been able to refinance my home so I could put the money into other investments in months because of this as the penalty for any home loans is 12 months from the most recent late payment. It literally has cost me thousands in opportunities. I would appreciate any help you can give into this.
Company Response: Closed with explanation

Timely Response

2017-04-27

Coalinga, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: A loan modification was approved with a trial plan payment due in XXXX but the lender still has an active sale date for X/X/17 .
Company Response: Closed with explanation

Timely Response