CARRINGTON MORTGAGE SERVICES, LLC

2017-02-09

Cape Coral, FL

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-09

Lewisville, TX

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-09

Macclenny, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-09

Bel Alton, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Carrington Mortgage continues to send mortgage stateements 9 months after selling property. I have spoken with them on this matter over 9 times. Each time, Carrington Billing rep confirms from their OWN Short Sale Dept. that the debt has been fuoly satisfied. Yet, every month they have sent statements showing up to $XXXX owed. This is violation of the Fair Debt Collection Act AND Consumer Rights. They should be FINED and then I want to take them to court for undue harassment and further damaging my already fragile credit profile by continuing to show me late/default/whatever. Please know, by the way, that there is a serious tech snafu on YOUR website for complaints. Words I type only show for XXXX the page, then it is blank on the right half of page. XXXX billing as recently as XX/XX/XXXX by Carrington Mortgage, LLC. This regards a property that was duly and properly sold with full agreement by the mortgage company via their Short Sale Department. I have documents proving Zero Balance, and I went to Settlement XX/XX/XXXX - with NO Balance Owed. Details outlined Property Address: XXXX MD XXXX Carrington Former Acct. XXXX Still Billing me!!! Despite their own Short Sale Dept. confirmation to them while on phone with me! I seek your assistance in stopping and holding accountable the above-noted mortgage company for their violation of my consumer rights, by the unjustified and fraudulent billing for nine months for a property that was sold without any further balance. Documentation in my possession, and the types of documents are listed below. Summary 1. Sold home as a Short-Sale to avoid foreclosure. Settlement XX/XX/XXXX. Zero Balance Owed. 2. Carrington Mortgage Services, LLC sent letter to XXXX Title Company giving the amount required to agree to for sale. Buyer met the requirement. I have since May been receiving billing statements as if I still owe a mortgage payment. Maiming my credit profile and undue XXXX. Documented Proof of Zero Balance: I have documented proof of transaction (XXXX XXXX Court Record, XXXX Title Company Sale/Transaction XXXX, Mortgage company's fiduciary company) - all stating Zero Balance Owed. I have called Carrington 10 times since XX/XX/XXXX about them sending me billing statements every 2 months saying I owe XXXX 4 months payments. When I tell their Billing rep (whoever answers) of the Short Sale, they call their Short Sale Department and it is confirmed. Yet it is still on Billing's books - AND Carrington says it takes XXXX9 months for the sale to catch up with their Billing Dept. NONSENSE! If the XXXX Court XXXX has the sale on record, their own fiduciary company has it on record, and their own Short Sale Dept. has it, why are they billing me way after the fact? Their action is irresponsible and a flagrant violation of the Fair Credit/Debt Collections Act (not correct? well, close to that), and harassment by this fraudulent billing. They also are maligning my already wounded credit profile caused by my struggle to sustain myself, and causing me unnecessary XXXX and worry in my life. This is why I want to file a lawsuit against them and receive recompense for their dastardly actions, i.e., violating consumer protection laws, using fraudulent tactics to try to get more money on a closed (and satisfied account), and harassment. I seek your citation for their actions, and then I will seek legal help. XXXX XXXX XXXX MD XXXX XXXX From: XXXX Sent: Wednesday, XX/XX/XXXX XXXX To: cfpb-info Subject: Fraudulent Billing against Carrington Mortgage Company/Sold Property 9 Months Ago/Zero Balance
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-02-08

Louisa, VA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Carrington Mortgage bought out our loan from XXXX XXXX XXXX in XXXX, 2016. We did receive a letter from XXXX XXXX XXXX stating that our mortgage was moving over to Carrington but never received information from Carrington on how to pay my bill. As my payment was due XXXX XXXX and by XXXX XXXX I still had n't received a notice I called Carrington Mortgage to find out that they had n't even put the account through the system and it would be up to 2 weeks before they did. I was able to get an account number and the representative told me for the first 90 days there would n't be a late fee added as long as the payment was received by the end of each month. I verified this information with her twice and made sure payment was made by the end of each month knowing by the 4th month it was back to regular due date. However on the XXXX and 3rd months I was not able to make a payment online as it kept getting rejected. I called Carrington and they stated the bank routing number was incorrect even though it went through the first time. I had to call back several times to get that issue straight. On the 3rd month the routing issue came up again and after a call to Carrington clearing it up the representative stated by Friday it would be unblocked and I could make the payment, there would be no late fee charged because it was their error. I tried all day Friday and all weekend to make the payment just to get the same error. On Monday I called again to find out I had a late fee for non payment. They finally agreed to waive that late fee but did not waive a fee I was charged for paying past the due date even though I was told I had til the end of the month. We were told the original representative that told me I had the first 90 days without a late fee was no longer working there and I was responsible for the late fee even though I was told the wrong information. We have never been late on a mortgage payment and due to this false information we now have a record of being late plus the expense of the late fee. When we called FTC a few weeks ago she stated that we were not the first complaint she had for them that day alone. On the BBB record they have a XXXX negative rating.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-08

CO

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: We are trying to do a streamline refi. As of XXXX XXXX carrington mortgage took over loan from XXXX XXXX XXXX they first said we did n't make our payments for XXXX, XXXX and XXXX of XXXX. Now they are saying we have not made payments for XXXX, XXXX and XXXX. We went and got bank statements showing we have paid them and on time my credit score went from XXXX down to XXXX. I became XXXX in XXXX and carrington mortgage is ruining our credit. Please help. I can fax all bank statements proving there is no late or missed payments. XXXX XXXX, XXXX XXXX XXXX, XXXX and XXXX XXXX, XXXX these payments were taken out of my checking by carrington mortgage. I would take pictures of my bank statements but not sure how to do that like I have stated I can fax them.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-08

Lewisville, TX

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: I 'm not sure if this is worthy of your time, however it does seem criminal to me. I have been paying my mortgage on a house for over 20 years. I have n't minded that it has been sold many times during that time. It was brought to my attention that I had a late charge by my wifeon my last statement after a change of mortgage company 's. I called to ask about it since I have never been late on a payment. I was told that it was not a late charge but a escrow estimate charge that they had done when acquiring the mortgage. I ask why they passed this fee on to me and they said it was their policy and that 's just the way they do business. Here is my question. Why am I being charged from a company that 's profiting from a purchase they made, and how many others are being fleeced thinking they have a late fee. The company is Carrington Mortgage Services.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-08

Mount Pleasant, WI

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-07

Bristow, VA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-07

Bronx, NY

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-07

Brentwood, TN

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: On XXXX XXXX, XXXX I sold a property located at XXXX XXXX XXXX, XXXX, TN XXXX. The closing occurred on XXXX XXXX, XXXX. A mortgage on the property was held by Carrington Mortgage Services , LLC . Their pay-off statement ( copy of which is attached ) indicated that the current total unpaid principal balance of the loan was {$57000.00} and interest payable of {$410.00}, with a total amount to pay the loan in full of XXXX ( XXXX + XXXX = XXXX ). That is the amount that was paid to Carrington Mortgage at closing ( See attached closing disclosure ). After closing it was discovered that the interest due to Carrington Mortgage at closing should have been about {$210.00} and not {$410.00}. So I had been overcharged by about {$200.00}. On XXXX XXXX, XXXX I contacted Carrington Mortgage and spoke with a service representative, who said that a senior service representative would have to call me back to discuss the situation. As of XXXX XXXX, XXXX I had still not heard from Carrington Mortgage thus I called them back. I spoke with a service representative by the name of XXXX. I Discussed the interest situation with him and he agreed that I should have been charged {$210.00} and he could not figure out why they had charged me {$410.00} instead. He said that I needed to talk to a supervisor. He said that no supervisor was available at the time and transferred me to a supervisor 's voice mail. I left a very detailed message as to the reason for my call and left both my home and cell phone numbers where he could call me back. As of XXXX XXXX, XXXX I had still not heard from Carrington Mortgage. I called again and spoke to someone by the name of XXXX. She also seemed puzzled as to why I was being charged {$410.00} instead of {$210.00}, however, she said she could not help me and that I needed to talk to a supervisor. I left a voice mail message for a supervisor by the name of XXXX XXXX. I explained the situation and asked him to call me back. As of today ( XXXX XXXX, XXXX ) I have still not heard from anybody at Carrington Mortgage. I Think it is pretty clear from the above that these so-called supervisors at Carrington Mortgage are totally ignoring my very reasonable request for a review of the situation I am describing. I am relying on the Consumer Financial Protection Bureau to help with this matter and I appreciate any assistance you can give me.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-07

Westfield Ctr, OH

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-07

Zachary, LA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-06

Winchester, VA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-06

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-05

Coalinga, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: For the last XXXX yrs. XXXX mortgage company has been servicing my loan collecting payments and has always provided a monthly periodic statement. In XXXX I received a notice from XXXX dated XXXX stating the servicing of your mortgage loan will transfer from XXXX XXXX Bank, XXXX. ( XXXX ) to Carrington Mortgage Services, LLC effective XXXX. Your new servicer will:1 collect and process your payments 2 : Send account statements and Annual tax forms 3 : Notify you of account-related issues and updates. This transfer does n't affect any of the terms of your loan, other than the terms directly related to the servicing of your loan. So on XXXX Carrington started collecting my payments which I send through my banks bill pay processing center. Since then XXXX - XXXX XXXX payments later I have not received a monthly periodic statement of any kind showing Carrington received my payment or how my payment was applied balance Etc. According to ( XX/XX/XXXX TILA servicing Final Rule ). Creditors, assignees, and servicers must provide a periodic statement for each billing cycle containing, among other things, information on payments currently due and previously made, fees imposed, transaction activity, application of past payments, contact information for the servicer and housing counselors, and, where applicable, information regarding delinquencies. These statements must meet the timing, form, and content requirements required provided in the rule. When I called contacted Carrington about my monthly periodic statement inin XXXX they told me since my loan was recently transferred over I should start receiving them shortly. So on XXXX XXXX still have not received monthly periodic statement I called Carrington and spoke with XXXX REP-Supervisor XXXX and asked about my monthly periodic statements. She told me I need to send a request in writing to there research dept. for my back statements and a request in writing to another department to receive monthly periodic statements. I know under The TILA servicing Rules they are required to supply me with this information. But will not.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-05

WA

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: I received an email from my mortgage company, Carrington, on XXXX from XXXX XXXX ( attached ). The email contained a refinance offer that said the entire process to close would only take 3 weeks, and would not need to verify my income among other promises in order to close the refinance. In a letter dated XXXX, I received a denial for the refinance from Carrington ( attached ). The letter stated that I was denied the refinance because they were unable to verify my income, the very thing they stated originally that they would n't need to do, and I was already told by XXXX XXXX from Carrington Mortgage that she had already verified my income by calling The XXXX toll free number. I am employed full time by the XXXX and have been for almost 13 yrs. Why did they not contact me first before denying the refi, if they supposedly can not verify my income? Also denied due to excessive obligations. While, I do have some debt, I was informed by XXXX that the underwriter only needed to see two months mortgage payments in savings. I have approximately 4 months in savings, and over XXXX in my XXXX IRA retirement that they saw statements for and verified that the amount can be taken out without penalty. My credit score and report are also far above average, and I have proven that I can pay my mortgage, on time each month with Carrington through my mortgage history. My income has decreased from XXXX to XXXX. I made approximately XXXX in XXXX and approximately XXXX in XXXX. My base salary is XXXX. However, this is a relatively small mortgage at only {$130000.00}. I have a renter living in the house right now on a year lease. So they are paying my mortgage. I have a property management company managing the house right now. I have a very high credit score.Nothing negative on my credit report, ever! And I 'm XXXX XXXX XXXX. I have been with my current employer for almost 13 years. The original e-mail stated that this process would take 3 weeks ; overall my experience was a day shy of 3 months. All information was sent in a timely manner- within XXXX48 hours upon request, however, when I requested communication or clarification from Carrington I either did n't receive a phone call/e-mail back or the communication did n't address my concerns. E-mails such as the XXXX that I sent XXXX XXXX on XXXX asking about the current process length and repeated requests for income were completely ignored. I called him around the XXXX of XXXX and still no reply. I also emailed and called and left a voicemail for XXXX XXXX in early XXXX, still no reply. I called and left a voicemail for XXXX 's supervisor about XXXX XXXX. Again, no reply. In fact, after requesting more documents and me sending them, I have not heard from somebody again, only a denial letter by mail. I feel like Carrington Mortgage was operating under deceptive practices and had no intention of granting the refinance from the beginning. With the Presidential election, they knew that mortgage rates would rise, which they did sharply. They wanted to lock me into the process while the rates were low so I would n't start the process with another lender. They drug out the process until the rate lock I had secured would be ineffective and I would have to have a much higher interest rate if I continued to refinance- thus in turn making them much more money over the life of the loan. I think it would make financial sense to them to grant me the refi since my payment would go down making it easier for me to make the monthly payment. So their argument that I do n't have enough income and too many obligations does n't make sense to me. I would like to refi right now with another company, but rates have gone up dramatically since. I wish that I had done my research before attempting to refinance through them. XXXX XXXX - XXXX ext. XXXX My Carrington contact.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-02-05

Patterson, MD

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: I have a mortgage which I originally obtained in XXXX through the VA. I paid the mortgage through XXXX. It was taken over by XXXX XXXX XXXX. The transition was smooth. Last year my mortgage was sold to Carrington. This transition has been the worst I have ever had to endure not to mention demeaning and discriminatory. In the beginning Carrington sent me information about the transition. They sent me a bill with an increased mortgage payment of around {$60.00} or more. When I called them I was told they required three months of escrow in the escrow account and I had a choice to pay them upfront or monthly. Then they stopped sending me statements with the payment coupon. Originally I thought maybe the mail person had delivered it to the wrong address. I sent them a check to an address from a previous letter from them. After another month of not receiving a statement I called them, a phone call I hate to make because they are the rudest company I have ever encountered and the call ends in my anger and yelling. I called the company on XXXX XXXX, XXXX XXXX XXXX. I spoke to XXXX different people without any closure to this problem. The supervisor informed me that Carrington will not be sending me any statements because I have a bankruptcy filing. I informed her that the bankruptcy was filed XXXX yeas ago in XXXX and was discharged in XXXX and therefore should have no bearings now. She said that by law if a customer has ever filed bankruptcy they will more than likely do it again, so their accounts are flagged and Carrington does not send these customer any communications. So I asked her how I was supposed to pay my bill. I was again given choices- look on the website to see what I owe and mail it to an address I have on hand, pay by phone, or send them a letter requesting bills to be mailed to me. My bill was due on the first of the month. I told her I was trying to figure out what had happened to the bills and since it was n't paid by the first they were now going to charge me more interest for the extra days during the grace period and late fees if I had n't figured it out before the XXXX of the month. She said that was untrue, paying after the first does not incur more interest and no late fees are charged. I believe this is false information. I also believe a discriminatory practice is being practiced by this company in addition to priming a customer for fees by not sending them statements. I should not have to mail a request to receive statements. I asked her to send me a letter telling me about this law of no communication if you have ever filed a bankruptcy during your lifetime. She said she ca n't. I asked her to mail me an envelope with the address that I was to send this request to so that I would be sure it was reaching the correct place. She said they ca n't send me anything because of my bankruptcy even if it was 17 years ago. So each month they expect me to call or go on the website to see how much I should pay and if they have increased my mortgage for some other fee they want to charge me.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-03

Columbus, OH

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-03

Sandwich, MA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-03

San Diego, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: In late XXXX, my mortgage was unilaterally sold by XXXX XXXX XXXX to Carrington Mortgage Services. I received a bill for my payment due in XXXX XXXX. Today is XXXX XXXX, XXXX and I have not received a XXXX bill. I called Carrington to ask why. They said that its because there is a bankruptcy " on my account '' and I have to write them a letter requesting to get bills before they can send. The bankruptcy was my wife 's ( she 's on the loan, too ) and was from XXXX. We 've never missed or been late on a mortgage payment in over 5 years. So, let me get this straight? I was paying my bills on time and XXXX bank sold my loan to another bank without my consent. And now, if I want to receive a bill to know what 's going on with my loan, I have to write a letter? That 's ridiculous. Carrington 's supervisor told me that the bankruptcy law had changed and this was required, but when I asked for a citation she could not provide XXXX. So, I asked her to send me a request in writing stating that to get bills I would have to write a letter due to the law requiring it. She refused. This was " XXXX, '' a supervisor. I do n't know what this is about but I 've been doing research and can not find any law requiring such a letter. I just want to get a bill so I can pay it.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-02

Deerfield Bch, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-02

Atl, GA

Application, originator, mortgage broker

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-02

Alpine, IN

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-02

Lawrenceville, GA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response