CARRINGTON MORTGAGE SERVICES, LLC

2017-02-01

Ampthill, VA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-02-01

Vero Beach, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-01

Lompoc, CA

Loan modification,collection,foreclosure

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-01

Baltimore, MD

Application, originator, mortgage broker

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-01

San Francisco, NM

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-31

Powder Spgs, GA

Loan modification,collection,foreclosure

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-31

Santa Ysabel, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Carrington Mortgage Services LN XXXX XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX On XX/XX/2017 we received a counter offer from Carrington stating they needed $ XXXX net proceeds, which he said we could get from cutting commissions and fees. On XX/XX/2017 Buyer increased their offer and we cut fees to meet that minimum net proceeds of $ XXXX. A price addendum and matching HUD was submitted to Carrington. Today, XX/XX/2017, Carrington issued an approval letter that was higher than their stated minimum net. Carrington further reduced the commission and decided to keep the additional proceeds - over and above the $ XXXX net they told us the buyer needed to meet. We spoke to the negotiator who said she would take it to her manager. When the manager called back he created a whole new story about their minimum required net. During this call the manager made jokes that they would just foreclose on it themselves so they could assign it to their in-house re-sale real estate group and make the commission on it themselves. This is a gross conflict of interest. We also addressed several other issues. Carrington has broken into the home. Carrington has changed the locks. They have stolen caretaker 's personal property. Carrington has removed the Listing agent 's For-Sale signs on the property. Carrington has put one of their own for-sale signs up with their phone number ( this is a violation of state law and tortuous interference of the listing agents Listing Agreement. ) Carrington also put a login sheet in the house and a No-Trespassing Sign on the property. When we confronted the manger about these issues he laughed and pressed us on whether the buyer would cancel the file. If this were a true loss mitigation attempt and not an outright attempt at servicing fraud this would not likely have been his stance. When told we were going to file a CFPB complaint against them, the manager also laughed and said the CFPB ca n't do anything to them. XXXX It 's obvious Carrington intends to push this into foreclosure in order to list the property themselves with their in-house real estate group. This is the exact same thing Carrington did on another short sale we had with them - on which we also filed a CFPB complaint. We would be happy to provide to the CFPB a copy of that complaint as well. The last time Carrington did this a senior VP called and cussed us out for defending our client 's rights, while they committed gross servicing fraud.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-01-31

Garland, TX

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-31

Independence, KY

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-31

Santa Barbara, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Carrington Mortgage told me to submit some paperwork to have autodraft enabled. I submit the paperwork. I was denied autodraft and never was notified by the company that I was denied. To this day I have never been told why I was denied. Later when I was under the impression that autodraft was working I received a delinquent bill phone call from Carrington. So I tried to pay my bill over the phone but was informed there is a XXXX $ charge to do so. So when I went to pay online I was informed that my account is delinquen and I ca n't pay online but that I HAVE to incure the XXXX $ charge to pay over the phone.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-01-31

Blackbird, DE

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My loan was sold to Carrington morgage from XXXX XXXX XXXX in XXXX XXXX. We were already behind on 2 payments before Carrington took over my morgage. We never revived anything from Carrington about the change so I called them myself and explained that I 'm trying to catch up on my payments then couple day 's later I received a welcome packet. Every document had wrong dates going back as far as XXXX!! I have been calling them for weeks now even spoke to several supervisors all say something different. All I wanted was to be put on a repayment plan so I can save my home for my children. One supervisor put me on a payment plan and I made sure I asked is it in the notes so when we call in others will see it? Yes he said. Called in to make a payment and sure enough I got no you ca n't we need two full payments before we can take any payment. Then spoke to another supervisor and they said they can put me on a promise to pay and again asked him about the notes and even explained what happened with the last situation and he reassured me that he notated everything and when I tried to call in tonight to make a payment they wo n't accept again even though I 'm explaining everything to them but now this time they said I need to make a 2 full payments. I 'm 3 months behind ( I 'm still checking into that to make sure it is correct since all dates are wrong on the forms they sent and I made a payment to XXXX XXXX XXXX in XXXX XXXX ) I owe under {$3000.00} and would have it paid off by XXXX XXXX. I 'm not sure how Carrington morgage keeps customer 's they are suppose to help your situation not make it worse. They do n't make you feel like a wanted customer and no one knows you situation I got transferred all over the place and no one bothered to look in the notes but they could see who I spoke with. All I want to do is pay my morgage payments to get caught up and since I 'm new to this company you think they would be more helpful or maybe I 'm not getting to speak with the right person. I just hope this can be resolved soon because coming up soon I will be 4 payments behind almost seems like that 's what they want.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-31

San Antonio, TX

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: I have a mortgage with Carrington Mortgage. They took over this mortgage loan on XXXX XXXX 2016. My monthly mortgage payment includes and escrow portion for taxes and insurance. Carrington Mortgage failed to make the insurance payment causing my policy to be cancelled for non payment. The recent XXXX storms caused damaged to the home. The home is exposed to the elements and is at risk of additional damage. Carrington is trying to shift responsibility of the non payment to me. The property has no insurance and despite my efforts I am transferred between people with no progress. They have advised me that they will force place insurance at a higher cost causing my payment to go up and my coverage to go down for my own personal investment interest on this property. on XXXX XXXX they said they would send an adjuster out and they have not contacted me or sent anyone out as of XXXX XXXX. They are talking about filing a claim with another company which will not work since the damage is preexisting. They clearly have no idea what they are doing. They need to prioritize the issue since the property is not properly secured and exposed to the elements. My efforts at covering the hole in the roof are temporary. If another storm goes through there will be additional damages. In the meantime, I have tenants displaced that I am covering their housing costs.Please kindly involve yourself in this issue to get the mortgage holder to understand the severity and importance of their proper handling of the matter.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-30

Lawrenceville, GA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-30

Ehrhardt, SC

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-27

Adams City, CO

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-27

Palos Park, IL

Settlement process and costs

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-01-27

Cooper City, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-27

Youngsville, LA

Settlement process and costs

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-27

Briarwood, NY

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-26

Sioux Falls, SD

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I received a notice on or about XXXX XXXX, XXXX from XXXX XXXX XXXX that they had sold my mortgage to Carrington Mortgage Services and they were no longer servicing my loan. By the XXXX, I still had not received anything from Carrington Mortgage so I called XXXX XXXX XXXX concerned about making my XXXX mortgage payment that was due by XXXX XXXX. XXXX XXXX XXXX reassured me that I should receive information soon and that Carrington was not assessing late fees. I finally received some information from Carrington regarding the purchase of my mortgage but never received a billing statement to make my payment with them. I used an address in the information they provided to send my XXXX payment. By XXXX XXXX, XXXX, I still had not received any billing statements from Carrington Mortgage, so I called them. The representative ( XXXX ) requested a payment for both XXXX and XXXX. I advised that I had sent my XXXX payments several weeks prior and it had cleared my checking account. She did some research and advised me, they did receive my payment, just did n't post it to my account. I requested an explanation on why it was n't posted when it was received and she apologized and said she did not know why it was n't posted and had it applied to my account that day. I also made a phone payment that day for my XXXX mortgage payment. During this call, I also questioned by they did not have the most current information on my account from XXXX XXXX XXXX, they had a phone number that was over 10 years old and my last name has n't been updated since I was married in XXXX XXXX. I advised that XXXX XXXX XXXX had all the most current information and documention from my name change. They did not know why they had 'old ' information and requested new documentation to update my records. I sent the documentation necessary including automatic withdrawal information for my payments since their website only allows me to log in and view my information but I can not make an online payment, even though is a service advertised on their website. It states it can not process my request each time I try to do an online payment, the representative could not answer why to this question either. Yesterday, XXXX XXXX, I received a certified letter from Carrington Mortgage Services that my mortgage was 60 days past due since my XXXX and XXXX payments were not received and that my mortgage may go into foreclosure. I immediately called them and stated both the payments had cleared my checking account already, I explained the issues I had from the call on XXXX with the XXXX payment not applied, and making my XXXX payment by phone and the representative said " you 're account is current now, have a good day '' and attempted to hang up. I requested a manager to speak to, the manager introduced herself and said " is there a reason you requested to speak to me, you 're account is current ', I explained the certified letter I had received about not receiving my payments, and she just kept saying well your account is current now. I asked why I do not receive my billings statements and she replied because my mortgage was discharged in a Chapter XXXX Bankruptcy and they do not have to send me billing statements. I advised that my loan was not discharged in bankruptcy and that they are required to provide billing statements for me to send my payments in with, she argued about this then finally put me on hold and said she submitted a request to have billing statements sent to me. Neither of these representatives could answer any of my questions, why they said my loan was in bankruptcy, why I do n't receive billing statements, why I received a past due/foreclosure notice, or why my payments are not posted to my account when they are received. In my opinion, this company is breaking many laws!!
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-26

Tampa, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: This complaint is for Carrington Mortgage Services. I recently refinanced my loan with them and provided all proper documentation including my home insurance. They did not make proper updates to their records and began sending me letters requesting insurance. After I called more than a half dozen times to correct this, they still increased my mortgage payment to reflect an escrow shortage, even though they escrowed home insurance payments that are already covered by the condo association and owe ME money! I asked for this issue to be escalated for a quick resolution but they continue to send bills reflecting the higher payment. This is the second time this has happened with this mortgage and the last time it took 2 years to get a refund back! Where is MY interest payments on those two years?
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-25

Phila, PA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-25

Douglasville, GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-25

Beldenville, WI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: When my mortgage loan was closed, my property taxes were improperly funded. As a result, I faced an escrow shortage of {$4500.00} for 2015 property taxes. At the time my loan was serviced by XXXX. They agreed to spread the {$4500.00} shortfall over 60 months, which lessened my financial burden. My loan has been transferred to Carrington Mortage Services, and while they have agreed to spread my escrow shortfall, they did not keep the same escrow repayment terms in place that I had agreed to with XXXX. As a result, my monthly mortage payment is increasing dramatically and causing me financial hardship.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-25

Simpsonville, SC

Taking/threatening an illegal action

Debt collection: Mortgage

Seized/Attempted to seize property
Company Response: Closed with explanation

Disputed: Yes Timely Response