CARRINGTON MORTGAGE SERVICES, LLC

2017-01-25

NE

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Carrington Mortgage has lost my XX/XX/XXXX & XX/XX/XXXX payments. it has been 47 days and they still can not find the monies. They have sent me a Right to Foreclose letter, even though they received both payments on time. I have sent in verification of payments, my bank has sent in verification of payment, i have faxed in checking statements, spoken to multiple people and still no resolution. The loan was refinanced by them XX/XX/XXXX - I have provided both the old and new loan numbers and they still can not find my payments. I can not get any Supervisors to return my phone calls and the Escalated Payment Resolution representative will not return any of my emails. I will mention XX/XX/XXXX when I refinanced my loan for a lower rate, I did not realize they provided me a new loan number. That being said, the XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX payments were all processed correctly. They can not tell me why beginning with the XX/XX/XXXX payment the issue began. The level of customer service and communication is deplorable. I work at a bank myself in the loan department and not once have I seen it take this long to find a missing payment - nonetheless XXXX missing payments.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-24

Lawrenceville, GA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-24

Clarkstown, NY

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-24

Tarzana, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I fell behind on my mortgage due to my husband illness and unable to work. He finally was approved for XXXX and we were able to make our XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and late charge payment. We paid two months a head being that his XXXX check was not going to be relieved until XX/XX/XXXX which would allow me to make XX/XX/XXXX payment on time. I spoke to a representative to make sure they quoted me the correct amount to do so. I also requested an escrow analysis being that my escrow account was not setup correctly. My solar payment was supposed to be added as of XX/XX/2016 for XXXX and was not. The rep advise to save the difference in should be paying every month so that when I receive the escrow analysis it would not be a surprise. I then made my payment for {$7800.00} to cover XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX payment via XXXX. I followed up two days after to make sure it was applied correctly but it wasn'the the money was received but not applied. I spoke to representative who got her manager involve to request the payments to be applied. I called back on XX/XX/XXXX and the automatic system show XX/XX/XXXX payment due. I requested to speak to a live rep who was not able to assist me and transfered me to an account manager. I explained to the account manager my call would probably drop and ask if he can call me back if the call dropped. He said he 'll try. The call drop and no one called me back. I called again and asked to speak to a manager and was transferred to another rep namedo XXXX. I explained the entire story again to XXXX. XXXX said payments were applied to XX/XX/XXXX and XX/XX/XXXX and the rest to escrow shortage. I told him that was not how we made the payment and not what we were told would happen. He then told me he was not a supervisor and he supervisor can request to reverse the payment but my monthly payment would increase. I explained to him that I am aware that the payment would increase as now there is a solar payment added to my I 'm pounds and that why I requested the escrow analysis in the 1st place to have my I 'm pounds reflect the additional payment. I requested to speak with his supervisor. He then said he 'd spoke to her and allowed him to transfer the call. He transferred the call but after the 1st ring tone the call went to voice last name XXXX. I am very frustrated with the way my account is being handled and how I was being mislead. I fell behind due to uncontrollable sercumstances and all I want is to fix my account but no one seems to be professional enough to do so
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-24

Lawncrest, PA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-24

IA

Settlement process and costs

Mortgage: FHA mortgage

Complaint: My mortgage was paid off XX/XX/2016 and my escrow funds have not been sent back to me in a timely manner. Carrington Mortgage Services takes advantage of customer funds that are not theirs.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-23

Brentwood, TN

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-23

Kingstree, SC

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-23

Lagrange, GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-23

Norfolk, VA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-23

Worcester, MA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I have a mortgage with Carrington mortgage services LLC and had an overage in my escrow account. I was behind on my mortgage so they would not return it to me ( the overage was about the same as I owed ) I just went through a loan mod so I am not behind anymore and the money is gone. I am told that they used the money in the mod because I was behind. I would n't of had to do a mod if they would have done that in the beginning. I asked why they did that I was under the impression that could n't be done. They put money in my FHA overage that I have to pay at the end of my loan. I asked for a breakdown of the money used and no one can give me one it 's over {$2200.00} and no one can show me where my money went. I did n't think a loan mod cost anything out of pocket until the end of the loan.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-22

Dallas, GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-20

Houston, TX

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-20

Albrightsville, PA

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-20

Brentwood, TN

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: I filed a complaint previously, because it seemed that Carrington Mortgage services had no interest in assisting customers. Upon receipt of the complaint I received a packet from the " customer advocate '' who did nothing more than resent all communications from the time they took on my loan, not helpful at all. This not withstanding not documented that when I did call to may the payment I agreed to pay I was not able to reach the department, and the department I did reach refused to transfer me stating that the system would not allow them to transfer the call. The letter also stated I called to pay {$1200.00} that is inaccurate and I did not make the payment to the person I spoke with, as they told me the funds would not be applied and may be returned. I reached on on XXXX/XXXX/17. After calling and having the call disconnected several times when I entered the last XXXX of my SSN, I spoke with several people in several departments all giving my very conflicting information. XXXX XXXX in the Customer Advocate department assured me I could pay 3 out of the 5 payments in an attempt to get my account current, he also said they would put the fees and charged aside so I could concentrate on getting the account caught up. He told me to call home retention, home retention said she could not assist me because I have a XXXX request that was incomplete. I informed the rep I had no knowledge of it being incomplete as I have sent all that I was told to send, SEVERAL times, and that there is no communication unless I reach out and when I am able to speak to someone they give me some, not all of the information needed to complete the packet, example I was told to send my tax returns, at the time of that call I was not told I needed to sign and date every page of the return. That was not made known until a week or so later, nor was it made clear that all XXXX pages to include the miscellaneous pages was required. Then I called again, to check and I got a by the way we need your XXXX or tax transcript, which I completed the request when I submitted the initial packet in the XXXX, and was given no rhyme or reason as to why this was now a problem.She transferred me to another department where all in one conversation it went from 5 payments to 4 payments back to 5. I was told that the XXXX of the XXXX owed would not be accepted, the only option is to pay all, I said ok well can the fees be deferred, I was told no. I was placed on hold for 20 minutes only to be told that my loan is in foreclosure, it just has n't been flagged. Each person I spoke with was rude and matter of factually. They aided no assistance and at one point I was told I am having a difficult time getting help because of they type of loan I have, which is a VA Loan, no further explanation was given. I was essentially told I need to find the additional {$920.00}. XXXX, which may I add that amount in it 's changed in the matter of speak to 2 other people because the XXXX would not be accepted. Today, XXXX/XXXX/17 I have contacted VA and an attorney who have both stated that this is some shady dealing and if I am not able to resolve this matter I must look in to taking alternative action, as that I have attempted to resolve and communicate the intent.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-19

Aptos, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-01-19

Albrightsville, PA

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-19

Edgemoor, DE

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-19

Gretna, LA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-19

MN

Loan modification,collection,foreclosure

Mortgage: VA mortgage

Complaint: Prior to the week of XX/XX/2017 I was told I could send approximately {$2100.00} in which would bring us current for XXXX. I also have a {$650.00} money order floating around that I sent to Carrington and they returned it to me. I will add another {$50.00} on to this payment and there is XXXX payment. I called tonight so I could wire my {$2100.00} and am now being told over {$3000.00} is being owed and they wo n't accept {$2100.00}. I was just told that this would be accepted on Friday. I am now sitting on {$2800.00} for my mortgage payments and they will not accept it. I am now being told that another {$500.00} in fees have occurred and that this all has to be paid before XX/XX/2017. If I attempt to send the full {$3300.00} then they will tack more fees on. Carrington keeps finding ways to tack on fees and not let us pay so they can foreclose. This is an urgent matter and needs to be addressed right away or we will be forced to file chapter XXXX on {$3300.00} in debt. Please help!
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-18

Coalinga, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-18

NY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I have been trying for a Loan Modification/assumption for the past seven years plus. My late husband and I started a LM in XX/XX/XXXX when he was XXXX. He passed in XX/XX/XXXX. Our loan was fixed at 5.8 % and was at XXXX we were hoping to get a lower interest rate ( I wish I had known then what I know now, we would never have applied, ) Part of the qualification to do a loan modification with XXXX was to be 3 months in arrears and if you paid you did not qualify for a Loan Modification. XXXX had me resubmit several applications for the next two years, giving me one reason after another why I needed to resubmit. Until one day I was told the reason I was not getting anywhere was because I needed to assume as well as modify ( the deed is in my name, but not the mortgage ) The Assumption Packet never came I chased that for several months was told it was mailed .... eventually told there is no Assumption packet just redo another Loan Mod packet and they would get it over to the Assumptions Department This goes on & on & on .... There never was an Assumptions Department at XXXX as I was told by my last Rep at XXXX. NO ASSUMPTION DEPARTMENT!! Eventually it is in the hands of XXXX XXXX XXXX. I was told I qualified, I explained that I had submitted over 17 loan Mod apps with XXXX and sent nearly that many copies of my husbands Death Certificate and will. I also kindly asked they not call the house and ask for my husband as XXXX had done for several years. The rep from XXXX told me things would be different than with XXXX it was now streamlined and regulations in place that I would only have one rep and only have to do one modification. I did four and had two reps. I was told finally that I received the modification I was so happy, only it was short lived ... as they called later that night to tell me I had to come up with the back arrears first, then they would modify/assume. I did not have XXXX that they were asking. ( I would not have been behind at all had XXXX done the modification or excepted loan payments from me after my husband passed. ) XXXX had told me the same thing before they transferred to XXXX and that there was no guarantee that I would be allowed to assume, when I asked if I would get the money back if they did not allow me they said no they would consider it from my late husbands estate. I asked if they would take that chance. No home and no money to start over if I was not allowed to assume. The loan is no in the hands of another bank Carrington Holdings LLC, I sent them a Notice Of Error & Request For Information to show that they own the note. It is my understanding by law they have to respond within 15 days it has been since XX/XX/XXXX the XXXX was signed and returned to me but as of yet I have not received any response from them. If anyone has any ideas how to proceed with this please let me know. Thank you. Sincerely XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-17

Stafford, VA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Carrington Mortgage Services, LLC XXXX XXXX, CA XXXX I am writing to inquire about a recent escrow analysis and my escrow balance. On XX/XX/XXXX I requested an escrow analysis because my mortgage payments increased and I wanted to know what was the catalyst that caused my payments to increase. I was told that the mortgage payment increase was due to an increase to my XXXX County real estate taxes. I recently requested another escrow analysis on XX/XX/XXXX because I believe the amount that is being escrowed to cover real estate taxes and insurance is over-stated. My first question is why is only {$320.00} being applied to my escrow account and not {$330.00}? Per my monthly mortgage statement a total amount of {$390.00} is being applied to my escrow account, less {$65.00} for FHA Mortgage Insurance. There is a variance of {$13.00} per month that should be applied to my escrow account, but it is not reflected in any of my monthly statements. $ XXXX- Monthly Escrow $ ( XXXX ) - FHA Mortgage Insurance XXXX XXXX- Escrow for Taxes and Condo Insurance My second question is why the amount that is being escrowed so grossly overstated? The total payments going out for the XX/XX/XXXX year will be and estimated amount of {$3800.00} ( Condo Insurance, FHA Insurance and County Real Estate Taxes ). However when I calculate the total amount that will be escrowed of XX/XX/XXXX, I am showing a total of {$5700.00} ( $ XXXX*12 months ) + XX/XX/XXXX Ending Escrow Balance of {$900.00} ). Even with the required balance of {$510.00}, I am estimating that my escrow account is overstated by at least {$1200.00}. Please see attached work paper for details. I am requesting a review of my account by someone in the Escrow Analysis Department as I believe there are some discrepancies that should be addressed. Thank You, XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-17

Ocala, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-16

Ft Belvoir, VA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: XX/XX/XXXX, Carrington Mortgage Services, LLC, purchased my Loan from XXXX While I was In dispute of it being an illegal loan. Before the final papers where supposed to be signed I contacted by phone CMS to not complete the transaction because of the dispute. But, HUD had already allowed XXXX to sell and claim the Insurance. I wrote to The CEO of Carrington explaining that the original Deed covered under the First time Homeowners program had restriction which were ignored in creating my loan, thus making it invalid. Carrington has also ignored these restriction. I am attaching the part of the the deed restrictions as pointed out to me by the director of the XXXX County Housing Authority which overseas the XXXX program. I also had a second mortgage with XXXX and after researching the restriction, released my Lien in full. I am also attaching a copy of the Lien Release. I have asked XXXX to release my Lien and now I am asking Carrington Mortgage Services, LLc to also release my Lien.
Company Response: Closed with explanation

Disputed: No Timely Response