CARRINGTON MORTGAGE SERVICES, LLC

2017-03-16

Vista Del Lago, PR

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-16

Orchard Mines, IL

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I received a 1099 C Cancellation of debt for this account years ago. This is an old outdated account past the retention period. This account must be removed from my XXXX Credit Bureau as it is causing me irreparable financial harm.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-15

Patterson, MD

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: This is a complaint that is referring to a previous complaint # XXXX. I could n't find any way to update my original complaint, so I had to make a new one. In summary, my husband and I were given a letter by XXXX early in XX/XX/XXXX that our property taxes from XX/XX/XXXX were not paid through escrow by our mortgage company, Carrington Mortgage Services , LLC . We immediately informed them and asked them to pay so we would not lose our home to the auction process. By the end of the month, Carrington still had not paid, the deadline had come and XXXX XXXX was ready to start the auction process, so we had to use our savings, scrape together the money to pay the taxes ourselves. We then requested ( through writing/fax on XX/XX/XXXX ) that Carrington immediately refund our money. This is the money THEY should have originally paid through our escrow in XX/XX/XXXX. When I called today to ask about our refund ( now three weeks after my first request ), I was told that they must complete an 'Escrow Analysis ', and that they need 15 days to figure out if I am to receive a refund. This is ridiculous. They are making it our fault that THEY messed up our escrow account and did n't pay our taxes. We almost lost our house and are out {$2100.00}. Which we are just trying to get back. A year ago they bumped up our mortgage payments an extra {$250.00} a month to 'pad ' our escrow account! There is something wrong here. Very wrong. We just want our money back. If we were to have a family emergency, we would n't have the money now because we had to use it for this. I am attaching documents showing the delinquent tax bill. My proof of payment. As well as XXXX escrow documents sent to me by Carrington. One from 16 months ago, which I believe to be a 'falsified document ', showing that the tax was paid, and one that I requested last month showing that in, fact, the taxes were NOT paid in XX/XX/XXXX out of the escrow account. Please help us get our tax money/savings back. We always make our payments. We believed our taxes were being paid through escrow. We have done nothing wrong to deserve this.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-03-13

Cypress, LA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-13

Garnerville, NY

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-13

Fort Worth, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: In XXXX my mortgage with Carrington mortgage was paid in full, address of XXXX XXXX tx XXXX. I have requested a breakdown of my escrow account and my last payment on three occasions due to a dispute concerning the final escrow distribution. Carrington mortgage refuses to explain how they reached the amount of the escrow distribution, continuing to say the loan is closed and they do n't have access to the data. In Carrington 's view the amount they sent is final and not to be questioned. When the escrow company requested a payoff an additional payment was made by myself afterword. The escrow company sent the original payoff which did not take into account the additonal payment which I have yet to receive back from Carrington.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-13

Niskayuna, NY

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-10

Cimarron Hills, CO

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-10

Aberdeen, NJ

Disclosure verification of debt

Debt collection: Mortgage

Not given enough info to verify debt
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-10

Wattenburg, CO

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-10

IN

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: We have had several banks over the years go under or get in trouble and we get sent to a different lender. Some times we pay the payment and then it gets frozen in the other banks account by government and then it takes months to show we paid in the mean time we have proven we made it cause it is on bank statements, yet the new lender would charge us late fees. We went to court over it 2 years ago with XXXX and thought they were to remove the fees move the payments and the new lender was going to lessen the amount since they had increased fees which was not due to anything we had done. Not having a lawyer we could not fight them and so we paid the amount sent to us even though other paperwork we had showed a lessor amount. We would receive foreclose paperwork every month and when I would call they would say disregard it is sent automatically and since we had paid the payment it was no longer actively being pursued. When we asked why our payment was higher than what was agreed upon in court they would give us a comment like taxes went up but when we called clerks office they had not, then it was insurance increase, we called no it was the same. We had a decrease in pay with my husband losing his job after XXXX and being limited to weight he could lift, FMLA ran out and the job let him go saying he could return once his limit increased but they no longer would hold his job. We missed 2 payments I sent in letter saying what had happened and said we would pay those payments over time and we had been, we were paying our monthly payment but we also were getting some late fees each month. We received notice of possible forecloser again so I called again and they said we will cancel it and send out a notice of what was owed to get caught up. When we received it the amount showed XXXX missed payments so I again called. They told me they had declined my last 2 payments and needed to contact XXXX to receive the money. That was for XXXX payments 3 months before. I asked why we had just now been informed and only after I called to find out. XXXX is who sent me a notice I had money to come get not them. We were told we had until XX/XX/XXXX to decide if we wanted to pay the fees of over XXXX and start making payments again or they would proceed with foreclosure yet 3 days later we received court papers for the foreclosure. We want all documents they have to explain all the fees they say we owe and where they got the amount from. Please help us. We did contact a lawyer but they said this was our first step. We have worked so hard over the 10 plus we have been in our home and feel we are being bullied by cooperation. We pay our payments when others just walk away leaving the home we have worked so hard, put our own water lines and electric lines in, did our own XXXX foot driveway, cleared the home site ourselves with a small yard tractor. Thank you, XXXX and XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-10

San Antonio, TX

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Carrington Mortgage is reporting incorrect information to the credit bureaus. They have failed to correct my account balance and are still reporting an incorrect balance and that I am 30-60 days late on my mortgage and that I owe them money. I do not. I paid my XXXX payment on XX/XX/XXXX because they said they could n't get the money because I did n't put the correct account number which I know I did. I paid my XXXX payment on XX/XX/XXXX. Carrington Mortgage knowingly and unlawfully are not reporting the correct information to the credit bureaus. I believe this is intentional behavior.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-09

Youngsville, LA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-09

Hilliard, OH

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-08

Haines Creek, FL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-08

Tibbs, MS

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My mortgage loan was sold by XXXX to Carrington Mortgage Service LLC in XXXX XXXX. I never got any statements from Carrington Mortgage until XXXX XXXX. When I talk to them and I have done so about 10 times they tell me fax us a letter that you want your statements as you had a Bankruptcy discharge in XXXX and we Can Not send anything. I told them I never had any issues with XXXX and they advised me your are we Carrington now and we have different rules. I just want my past XXXX statements from them so I cab Refi my house with someone else. also my credit union fax them a Verification of loan so I can Refi and they do n't want to answer that either. Carrington Mortgage should NOT be in business and checking the BBB they have XXXX active complains due to the way they do business.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-06

Macclenny, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-06

NJ

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: my mortgage was sold fr= from one bank to another and the new bank will not honor the payment agreement made with the the first bank.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-03

Newnan, GA

Credit decision / Underwriting

Mortgage: VA mortgage

Complaint: My mortgage loan was transfer from XXXX to Carrington Mortgage Services back in XX/XX/2016. My credit score has drop because I do not have a current mortgage listed on my credit reports. I have contacted Carrington about this several times, and they still have not put it on my credit reports.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-02

Haines Creek, FL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I bought my house with an FHA mortgage loan that is held by Carrington Mortgage. I lost my job as a XXXX after 5 years and was waiting to be approved for unemployment and we submitted a payment for that month -- -but it was not a full payment. We did this for a few months and Carrington accepted this. Then suddenly they told us they would no longer accept partial payments. We asked if we could be considered for a modification or a restructuring of the loan or even a repayment plan. We were told no, they would not work with us, they would not assign a dedicated contact and they began the foreclosure process. We were told the only option was to reinstate the full past due balance in one lump sum and we could not do that at the time. I believe Carrington is in violation of state and federal guidelines relating to the servicing and handling of this loan. I was told by a counselor that they are required to review and consider myself and my husband 's financial situation for all programs available to struggling FHA loan borrowers. They have not done so, and have denied us access to programs such as modification, partial claim, forbearance or repayment plan. Despite my request for consideration for these programs or some type of review Carrington has refused to work with me. Due to my unexpected loss of a job we struggled to make our mortgage payment but still continued to pay what we could each month while going through this hardship. My husband is working and we have the means to afford a fair and reasonable payment. But right now we are being told there are no possible options available, and I just do n't think that is right. We need some help to break through the brick wall that Carrington has put up against our family. We want to get this loan back on track.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-02

La Tijera, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-02

Deerfield Bch, FL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-01

Brown Deer, WI

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-01

Fred, VA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: Carrington Mortgage provided me a response but i do not believe they were completely honest. Please see my response that includes the reason I believe they are out of compliance based on their response. Also I was in the mortgage industry for over 20 years. At XXXX Lenders made sure they did everything to try to help the borrower saved their home because if XXXX felt the lender did not follow a process to help home owners they were subject to have to buy that loan. FHA/HUD should establish a policy that put more responsibility on the lender. Because the lender will do minimum because they know they will be reimbursed by FHA MIP. Please see below. XX/XX/2017 XXXX XXXX XXXX, VA XXXX Phone # XXXX To : Consumer Financial Protection Bureau I recently filed a complaint against Carrington Mortgage because I felt they was out of compliance to assist me with avoiding Foreclosure as a home owner in XXXX. They responded in which they claimed they contacted me several times to help me ; however it was only 3 times in which they called my cell phone ( XXXX ) and my phone tracks all calls to my number based on an application that tracks calls. However, the main reason they are out of compliance is because they never contacted my wife. I previously called Carrington Mortgage and gave them my wife 's phone number and address because she moved out of the house. Carrington Mortgage had a responsibility to contact my wife directly and request the signed application and her income documents. However, they was setting my loan up for foreclosure my not making an effort to try to help me as an homeowner. I was in the mortgage business for over 20 years prior to becoming XXXX. I worked 15 years with XXXX of the top mortgage lenders and I ended my career with XXXX prior to becoming XXXX during XXXX to remove a XXXX. Although we are both on the mortgage because we are separated the lender is suppose to us separately contact my wife for any documents they need. This compliance requirement would actually help me as the homeowner because if I have to go to court for a judge to require my wife to sign a quit claim deed or sign the application and provide her income. We would all benefit, lenders like Carrington that does the minimum effort to claim they are following guidelines do n't care about the home owner because they will be reimbursed by FHA. In my case I also need an exception in which the lender could grant me and underwrite my loan based on my income or they would consider me for a workout option and make the signing of the application and income documents of my wife conditional. As a home owner my wife does not care about me loosing my home with XXXX children that is the reason she abandon us. She is also on SSD and knows her income can not be garnished. Please help me. Please ask Carrington Mortgage to assist with my workout options by submitting my loan for a workout option. I am trying my best to keep my XXXX children and I form having to move from our home because of a divorce in which my wife only cares about herself. Making the workout option documents conditional in which I have provided all my documents requested ; will still meets HUD 's guideline based on my situation it would allow me to remain in my home. They could also allow me to make XXXX payments to give me time in case I need to take my wife to court. Sincerely, XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-28

IL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX my mortgage loan was sold from XXXX to Carrington Mortgage Services. I had not received anything from Carrington and called them on XX/XX/XXXX to make a payment where I was informed that my loan had been purchased and was still not implemented into their system. The representative went on to tell me that there was great news and I did not have to make ANY payment onto my account until XX/XX/XXXX. He stated that I would not incur any late fees or negative credit reporting during what he called a " grace period ''. I asked him to confirm that no payments were required until the XX/XX/XXXX date and he confirmed. He went on to tell me that a welcome package should be on its way in the mail. Fast forward to XX/XX/XXXX I begin getting telephone calls from Carrington 's automated dialer that always seems to hang up on me when I answer and in the mail I received communications from their internal debt collections department stating that I am facing a foreclosure for not making payments. Nowhere in my first contact with Carrington was I told that my account will have been considered past due beginning on XX/XX/XXXX when Carrington did not even have my loan information. Nowhere did they mention that debt collection activity would take place on this account with direct threats to foreclose on my property. I was provided with incomplete and misleading information by Carrington and then was harassed by their debt collectors. Sometime in XX/XX/XXXX Carrington sent me a letter regarding their intent to begin foreclosure on my property if no payment was received by XX/XX/XXXX which is six days earlier than the date I was promised I did not need to make payments by. I immediately called in and make a payment for the full past due amount. Next, after making this payment in full I received TWO certified letters that were received at the XXXX post office the week of XX/XX/XXXX stating that Carrington was intending to foreclose on my property. The letters were dated both XX/XX/XXXX. I find it absolutely mind blowing how it could take a letter over one month to arrive at my home address and the fact that there were two of these things just provides me with even more belief that this company has poor data organization mechanisms in place. After receiving these two letters I was beside myself and called to speak to a manager. I first spoke to a woman by the name of XXXX who said she can get me to a XXXX, I asked once again to speak to a manager not another phone representative but was told they have a " Process '' in place they need to follow. XXXX also told me that Carrington accessed a {$20.00} property inspection fee on my condo for the late payments that I was made to believe were in a grace period. She transferred me to XXXX who was not able to provide me with much help other than explaining the first consumer contact that I had on XX/XX/XXXX would be reviewed. I kept asking to speak to a manager and finally was transferred to XXXX who sounded like he could care less to speak to me and said the {$20.00} property inspection fee could not be waived unless I send in a signed letter to start a dispute. I kept asking for the call to be reviewed while I waited but was told that was not possible. I told XXXX that he was not helping me and he stated that he was in the most careless tone.
Company Response: Closed with explanation

Disputed: Yes Timely Response