CARRINGTON MORTGAGE SERVICES, LLC

2016-12-05

ME

Settlement process and costs

Mortgage: FHA mortgage

Complaint: I co-signed a 30 year mortgage loan with XXXX for a friend in XXXX in the amount of {$170.00}, XXXX. A few years later I signed a quick claim deed because she said if I did not sign the quick claim deed she would default on the loan. She ( without my permission or knowledge ) re modified the loan in XXXX for {$110.00}, XXXX based on her income only because she was unable to make the payments. This modification decreased the amount of the loan XXXX and increased the years of the payment. She has remained delinquent in her payments. In XXXX of XXXX the loan was taken over by Carrington Mortgage Company. She has remained delinquent and to date owes XXXX in overdue payments. I want my name taken off the loan agreement. I have discussed this matter with XXXX XXXX to no avail. I have contacted XXXX and Carrington Mortgage Company with also no resolve.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-02

Bartlett, TN

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I requested a mortgage modification from my mortgage servicer, Wells Fargo Bank is refusing to modify my mortgage. My Father recently passed and he was XXXX for the past year and I had to assist with his care and medications until his death. My loan currently does not include my taxes and insurance in escrow and I also have a second mortgage on my property as well. I do not want to lose my home. I would appreciate your assistance in this matter. I have also submitted financials with the mortgage modification request. Please see attachment.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-12-02

Eugene, OR

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-02

Tulsa, OK

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-01

City Ranch, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-30

Kearns, UT

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-30

AL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: To the office of the Cmptroller of Currency ( OCC ) I was recommended by the U.S Department of Justice Consumer Protection Branch Civil Division of XXXX. To file a complaint with ou concerning XXXX XXXX XXXX and Carringtion Mortgage. I have proof and suspicion of fraud with these companies and I feel as if I was discriminated against by them. My home have been in foreclosure for five years since XXXX to XXXX XXXX, XXXX. We were recommended by XXXX XXXX XXXX to apply for a loanmodification to help us save our home. We applied for modifications overthree years. All of a sudden we receive a letter and a phone call from Carrington Mortage saying they want us to start mailing our mortage payments to them. We responded to Carringtonsaying We never came to an agreement on a mortage payment or modification. We were lead to believe that they wre the new owners of the property but they had no information on the property so we were lead to believe they were trying to help us to save our home by asking us our information, and we began to give them our personal information, only to find out in the end they were using our information to build their case to get the home from us. We asked them for a copy of the original deeds, and they sent us drawn up papers with our signatures that we never signed. They copied our signitures from other papers. The house was up for sale because of foreclosure Carrington then purchased the home themselves. Why would you buy a home that you already own?. We continued to live in the home, because the home was stilll in our name. Carrington then told the tax office to send our tax papers to them. Still unable to prove the home is theirs. I have proof of fraudulent use of flase documentations used against me to get my home, and contradicting every thing they 've said in the end the way thta they got my home wasw throught lying to the court saying that I did not pay taxes for XXXX. I filed for tax exemption and I was tax exempt in XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-30

Norwalk, CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Carrington Mortgage Co allerted all XXXX credit bureaus that my home mortgage was not paid in XXXX, XXXX, and XXXX of 2016.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-29

Carol City, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-28

Tacoma, WA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: The agent, XXXX XXXX, in dealing with my refinance had greed and confirmed with me several times over, that if I came to closing with {$1700.00} on XXXX XXXX, 2016, I would be able to skip the XXXX XXXX, 2016 payment. I came to closing with the amount requested. I received a statement for the XXXX mortgage payment due. I was also told each time we spoke the conversation may be recorded. I spoke with a supervisor, XXXX to try to get this changed or compensation for this. I was told it was too bad because the loan was closed. I had counted on this {$1800.00} to make an imperative repair on my home. The work was done in XXXX and {$2000.00} due on XXXX XXXX. I would request Carrington postpone this payment to the end of the loan, in order to make good on the verbal agreement that XXXX XXXX made. It seems to me that since he is and inside loan officer, he should know, beyond a shadow of a doubt, when the first payment is due. As an agent of Carrington, the management should backup the verbal agreement made by this agent. I feel this is a customer service issue and financial bind I have been put in, is unreasonable. The extremely tight budget that I am on to make good on this debt for the critical repair on my home, is causing me extreme distress XXXX.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-11-28

Auburn, AL

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Carrington Mortgage Services failed to send my billing statement after purchasing my loan from XXXX, if you google 'complaints against carrington mortgage ' on just one site you will see a heading of XXXX complaints about this and foreclosing on people who had never been late. My loan is my Veteran 's Home Loan and I notified VA Secretary XXXX XXXX in XXXX, his staff advised me to contact you for help. I have attachments. It cost me {$35.00} to overnight my payment timely to keep them from pulling this stuff on me, XXXX dollars was for faxes. XXXX XXXX Veteran XXXX XXXX
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-11-28

Oxford, GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: This is a new complaint against Carrington Mortgage Services, following a prior complaint ( Case no. XXXX ) which was resolved. Carrington Mortgage Services responded to prior complaint by agreeing to rescind a foreclosure and recognize a prior loan modification offer made to my client from a transferor servicer. In its efforts to fufill their commitment, Carrington Mortgage Services made the following errors in servicing my client 's loan : 1. While servicing my client 's loan, Carrington Mortgage Services ( CMS ) charged unsubstantiated and erroneous fees to his account totaling {$620.00}. These fees include a late fee for non-payment of the fees. After contacting CMS to request the basis for each fee, CMS gave a list of fee charges and dates that could not possibly apply to my client 's situation. Please see the attached letter for more detailed information. 2. While servicing my client 's loan, CMS failed to properly calculate and implement the permanent FHA loan modification pursuant to FHA rules. These guidelines require that servicers implement delayed permanent loan modification offer in such that it will, " put the borrower in the same position as he or she would have been if the servicer converted the borrower to a permanent modification in accordance with the program requirements. '' Please see the attached letter for more detailed information. 3. While servicing my client 's loan, CMS failed to respond to my client 's written dispute of the FHA HAMP modification terms, sent on XXXX XXXX, 2016. CMS Home Retention Representative XXXX XXXX instructed that I provide a written dispute of the modification terms and to fax it to a number he provided. XXXX XXXX insisted that the written dispute would be addressed within 30 days. CMS has still never responded to the written dispute. 4. While servicing my client 's loan, CMS improperly distributed funds from an unapplied funds account when they removed these funds without applying them to the mortgage as interest, principal or escrow amounts.. On XXXX XXXX, 2016 CMS subtracted {$320.00} from my client 's unapplied funds balance without then applying any amount to principal, interest, or escrow and without allowing that amount to accrue to a full periodic payment when XXXX XXXX 's made a Trial Plan Payment eight days later. In response to this complaint I request that CMS do the following : 1. Remove all fees and charges from my client 's account, as he is current on his mortgage. 2. Respond immediately to my client 's written dispute and re-execute the loan modification agreement using proper calculations in compliance with FHA guidelines, and do so without charging my client any fees or amounts otherwise. 3. Account for any and all funds removed from my client 's unapplied funds account, and credit any funds that were not applied to interest, principal, or escrow back to my client.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-11-27

MI

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My mortgage was in the process of a XXXX modificiation due to a financial struggle. I am currently XXXX payments delinquent, with an additional payment due before XXXX XXXX 2016. Once three months behind, the company will begin foreclosure proceedings. I made a payment via XXXX on Monday XXXX/XXXX/2016 that equaled an entire monthly mortgage payment. The mortgage company refuses to accept this, stating that they will only accept XXXX full months payments. Since then, they have also denied my XXXX loan modificiation, for reasons that they have yet to give me.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-25

Katonah, NY

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-22

Brooklyn, NY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-22

Clermont, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: Case # XXXX Loan # XXXX Property Address : XXXX XXXX XXXX XXXX, XXXX, FL XXXX I filed my first complaint on XXXX XXXX, 2016 Response was received with letter dated XXXX XXXX, 2016 What happened from then? In XXXX XXXX, 2016 we had a 6 hour mediation at ours attorney 's office in XXXX XXXX, Florida. After a long negotiation of the key terms of Carrington 's last Trial Modification Agreement dated XXXX/XXXX/16, we concluded with little progress. Carrington 's attorney recommended that we contact their internal office FMR to seek some assistance and direction. Advise that our attorney followed with a few telephone conversations. A few weeks ago, Carrington 's attorney contacted us with the question, - " Are you in a position to come up with a Good Faith PAyment of {$120000.00}? '' We viewed this communication as a positive and agreed to it. A few days ago we received their latest offer for a Trial Modification Agreement dated XXXX/XXXX/16. With a sense of disbelieve we notice that the new offer had the following changes from the terms negotiated so hard during the face to face mediation : - The XXXX trial monthly payments went up from {$8700.00} to {$9400.00} - The Principal Balance went up from {>= $1,000,000} to {>= $1,000,000} Yes, the Good Faith Payment was {$120000.00} as per recent emails. Incredibly insulting with total lack of respect following a sincere and honest mediation.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-22

Jupiter, FL

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Currently in a short sale for my home. According to XXXX documents attached, I should be eligible for XXXX in relocation assistance. I have attached the mortgage companies request for mortgage relief documents. Carrington Mortgage is a participant in this program as is highlighted. I received a notice from the title person copied to the realtor that I was not qualified for the reasons stated on the very XXXX page of the attachment. Non of the disqualifiers are part of the eligibility criteriea given.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-21

Berkeley, NJ

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-21

Worcester, MA

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-21

Nyc, NY

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-21

Greenwood, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortage was sold to carrington mortage services as of XX/XX/2016 my loan number there is ( XXXX ). i am current on my payments when my loan was sold i yet to receive my statement from them so i can send my payment to them!! when i contacted them they said they would send it with no change to my payments or it would stay the same.My loan number from XXXX is ( XXXX ) i also called them on XX/XX/2016 and i was told everything was ok and i had a 60 day grace period to get everything ready i have still not heard any thing from them please help!! i do not want to lose my home over this company i have reseached this company and heard very bad things thats why i am writing to you i am on a fixed income!! 1 and XXXX with a lot of XXXX from XXXX i have all of my mortage statements from XXXX!!! and letters regarding this matter. I ask you at the cfpb to go on line and see complaints simular to mine this is not right i am contacting you before thhey try to scam me like so many others please help thank you!!!! sincerly XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-21

Atl, GA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-20

Tibbs, MS

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: We paid our mortgage to Carrington Mortgage on XXXX/XXXX/16 - through their online payment system - where our banking information was stored. The system generated a confirmation number. We received a letter XXXX/XXXX/16 confirming this payment and confirmation number. We then received a mortgage statement from Carrington Mortgage dated XXXX/XXXX/16 showing the mortgage payment applied XXXX/XXXX/16. Then about XXXX/XXXX/16 we received a letter stating that the payment was rejected due to account not being found. On XXXX/XXXX/16 we paid the mortgage again through Carrington Mortgage system - utilizing the same stored banking information that had previously been used for the majority of this account payment transactions. The system again generated a confirmation number and sent a letter XXXX/XXXX/16 confirming that the payment had been processed. About XXXX/XXXX/16 we received another letter stating that the payment had been rejected due to account not being found. We then called Carrington Mortgage customer service and had a customer service rep assist with making the payment. The system generated a confirmation number. Then we received a mortgage statement from Carrington Mortgage XXXX/XXXX/16 showing the XXXX/XXXX/16 payment reversed, the XXXX/XXXX/16 ( {$1300.00} ) payment applied, and the XXXX/XXXX/16 payment ( {$1300.00} ) reversed, a pay by phone bill fee ( {$5.00} ) charged, XXXX/XXXX/16 payment applied, and a single item ( late fee - {$42.00} ) charged. We called Carrington Mortgage in XXXX after we noticed that the mortgage payment for XXXX 2016 had been reported late on our credit reports. I asked why was there a late charge being reported on our credit reports. I was told because the payment had been 30 days late. I explained the situation - telling the representative that we had pay the mortgage account online as we had done in the past - the system generated a confirmation number and we believe that the account had been paid - until received the letter in the mail - on both occurrences. The customer service rep explained that getting a confirmation number does not mean the account was paid - just that it was attempting to be paid. I told her with other systems a confirmation number generally mean a payment has been accepted and processed. The rep stated it was a key stroke error and that there was nothing they could do. It was not there fault. About XX/XX/XXXX I called Carrington Mortgage customer service again and asked to speak with a manager. A manager never came to the phone - but gave responses back and forth with the customer service rep and said that it was not that they could do again because it was not their fault. I explained that in 16 years we had never been late on this loan and this error in their payment processing system had significantly lower our credit scores and that we were in the process of selling the home attached to that mortgage account and purchasing another. And that this action could greatly hinder our ability to purchase our new home. The rep stated that the manager said that they could not do anything. The representative suggested to write to their customer research department to dispute the action. On XXXX/XXXX/16 I faxed a letter to their customer research department explaining that situation and asked for immediate action to be taken to remove the negative reporting for our credit reports. We supplied them with their own documentation. I called the next business day to see had they received the request and was told it would take 30 days. I called every business day after to see if they had received it and updated it. On XXXX/XXXX/16 I called Carrington Mortgage and was informed that they would not be updating our account information as it was not their fault and that we would receive a letter stating our account would not be updated to reflect that the account had not been late and that it was not their fault.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-19

Anthem, AZ

Application, originator, mortgage broker

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-11-18

Quartzsite, AZ

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I have been in compliance with Carrington Mortgage Service and I 've been getting the total runaround. I 've furnished information upon their request even though I was informed that a letter of Explanation would suffice, conflicting information has been given to me which caused my file to be closed unjustly. I 've requested that my file be reopened and that I not be held accountable for wrong information provided to me by their Representative nor should I be penalized for contradicting information given to me by them. I have been trying to get a Loan Modification due to financial hardship, however they areextremely difficult to deal with because of their eagerness to unjustly Foreclose on my Home despite my diligent efforts to be in compliance with their requests. Iwas informed by XXXX on XXXX XXXX, 2016 at XXXX, XXXX time of which the call lasted 19 minutes and 47 seconds that I did not have to submit Court Ordered Documents because a Letter of Explanation would suffice which is what I did on XXXX XXXX, 2016 meeting their deadline. He told me to just submit that along with a Revised RMA and I followed his request and his instructions. I am constantly receiving intentional contradicting information from numerous different Representatives which is causing confusion anddistrust. Their Intent to Foreclose on my Home has gotten vicious and aggressive. I called the following day on XXXX XXXX, 2016 and spoke with XXXX in their XXXX, XXXX office at XXXX, call lasted 3 minutes and 33 seconds and he assured me that documents had been received and were being reviewed by the Underwriting Department. He told to follow up in a week, however I received a letter shortly thereafter dated XXXX XXXX, 2016 stating my file had been closed due to not submitting all requested documents which was not true. If this was the case and notes are being maintained on my file why did n't he inform me of this because I called that afternoon. I took his word at face value. On XXXX XXXX, 2016, I received a call from Carrington of which I returned the call, I was hung up on 4 times and their system would not recognize my Social Security Number. I called at XXXX andXXXX, I immediately called back and spokewith XXXX at XXXX after getting through all their options. She said they closed my file then as I was asking questions as to why she intentionally hung up on me after she pretended like she could not hear me, call lasted 10 minutes and 55 seconds. I called back at XXXX and was hung up on again. I called back again at XXXX and spoke with XXXX, Teller ID # XXXX, she refused to give out her last name as did the others and they also refused to give out Teller ID # 's. She provided very little information, therefore I asked to speak with her Supervisor, she said the Supervisor was not available and would have him to return my call then she hung up on me. I received a phone call from XXXX XXXX XXXX, Teller ID # XXXX and she was stating they were going to FORECLOSE on my home and that she was on a dialer and the dialer called me. I asked for the phone number to XXXX to voice my complaint of how I am getting conflicting information, the runaround, being hung up on and just the unprofessional and inaccurate way my account is being handled and she refused to give me that phone number. On XXXX XXXX, 2016at approximately XXXX, I received a call from Carrington which lasted 45 minutes and 34 seconds.I was on hold for approximately 2 minutes before anyone said anything. I spoke with XXXX, Teller ID # XXXX because she refused to give out her last name. She said this was a follow-up call and that my mortgage assistance was still being reviewed in the Underwriting Department. She lied to me said no Foreclosure proceedings then she changed gear, please reference to attached detailed letter
Company Response: Closed with explanation

Disputed: No Timely Response