CARRINGTON MORTGAGE SERVICES, LLC

2016-11-18

Joplin, MO

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Such a long story, and so many issues. But here 's our latest issue. We had a house fire on XX/XX/XXXX. We 've been living in a hotel ever since. We are having problems with our mortgage company cooperating with the progress of getting our home repaired so we can go home. We received XXXX checks at {$7500.00} a piece to get the job started. It was like pulling teeth to get the first XXXX checks. They kept giving me different hoops to jump through to even get started. Then anytime I faxed them any documents that they requested, they would claim they did n't receive them, making me fax numerous times. We finally received the XXXX checks, after blood, sweat and tears. On XX/XX/XXXX, I called Carrington Loss Draft to request an inspector come out and look at the work so we could receive the last XXXX to finish the work. I was told an order was put in and I should hear from the XXXX party company to schedule an inspection. I waited a week and did n't hear anything. After numerous called several times weekly I finally found out on XX/XX/XXXX that an inspector had never even been contacted! XXXX business days had come and gone without my request ordered. Every time I talked to them, they asked if at least 45 % of the work had been done, that percentage was for another draw. I said I was n't sure as I was n't a XXXX. Finally on XX/XX/XXXX an inspector called me to schedule an inspection at the house. We are scheduled the appointment for the next day at XXXX PM which would be XX/XX/XXXX. I contacted the contractor so he could be there with the inspector for any questions that you may need. The inspector showed up took a few pictures talk to the contractor, and asked me if the mortgage company would pay at 45 %? I told him that they would as that was the percentage I was quoted every time I called. I was also told by the mortgage company that the inspector had XXXX hours to get the full report to them. I called Carrington Loss Draft after XXXX hours and ask about the inspection. They claimed on numerous occasions that they still have not received the inspection. I tried to call the inspector, I left him a voicemail but he never returned the call. I was on the phone with Carrington Loss Draft just about every single day waiting for the inspection, and waiting for the percentage so we could get another draft. I shared the number of the inspector with my husband he was able to contact him yesterday XX/XX/XXXX The inspector told my has been that they sent a 45 % complete report to Carrington, but they rejected it and told him the percentage needed to be lower. So he lowered the percentage to 35 %, and Carrington mortgage rejected that report and said it needed to be even lower. So the inspector finally rated the work at 25 %. He said he did not want to be pulled in the middle of this as it was going to get very messy. I called Carrington Mortgage yesterday and told them that I found out what they were up to they denied the allegations, and said at this point even had a 45 % complete rate they will not release the last draft. The contractor is out of pocket several thousands of his own dollars for the work being completed on our house. We had to write a check out of our credit card for {$4000.00} just to get more work done on the house. We are at our wits end and we do not know what to do! They are hijacking our insurance checks like they do to thousands of other people around the country. My husband and I are both XXXX, and I can not afford to make payments on a {$4000.00} credit card. But we have to do what we have to do to get back in our home. Our insurance company XXXX XXXX, is spending just about {$6000.00} a month for us to stay at the XXXX. Any help that you could give us would be highly appreciated as we only want to go home to our finished XXXX, XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-17

ME

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: This complaint is regarding my mortgage company, Carrington Mortgage Services. One month ago ( XX/XX/XXXX ), I submitted a request for mortgage assistance as we have fallen behind on our payments due to my husband being out of work for several months after having XXXX and being quite ill and unable to work. I am requesting either a modification or a longer-term formal repayment plan. I faxed them every single document that they requested of me. I have been working with XXXX XXXX in the advocate office at Carrington and he told be back on XX/XX/XXXX that all of the documents had been received and that they would be in touch with me if they needed any further information or documents from me. It is now about to be XX/XX/XXXX and I have not received one single ounce of communication from Carrington regarding my request for assistance, not a single word at all. I have called XXXX XXXX every single day this week and he keeps telling me that there have been absolutely no notes put into my account and that he has no idea what is going on or what the status of my request for assistance is, even though it has been an entire month since I sent them the request for mortgage assistance documents, including mine and my husband 's pay stubs, bank statements, utility bill, tax forms, a letter explaining the circumstances that caused us to fall behind, and the paperwork that they sent us to fill out. XXXX XXXX has been telling me for the past 4 days now that someone would be calling me to follow up, but no one ever has. I have not even received anything in the mail from Carrington confirming that they received my request for mortgage assistance, which I thought they legally had to send. I am getting beyond fed up with their nonsense and demand to be updated as to what is going on. My husband has since returned to work and we are able to afford our regular payments again, but is getting caught up on our past due amount that we need assistance with. I can not believe that Carrington has not communicated with me one single time since I submitted the request for mortgage assistance an entire month ago. Totally unacceptable.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-16

Goldsboro, NC

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-16

Webster Square, MA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-11-16

Douglasville, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-16

Willingboro, NJ

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-15

Belton, MO

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-14

Ft Belvoir, VA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I filed in 2013 for a modification of my mortgage loan with XXXX XXXX XXXX XXXX XXXX. I have completed numerous applications which were lost or said to be incomplete or never received. I supplied proof of all applications being received either by XXXX or fax from XXXX of XXXX branches. Thus, I sought help from XXXX Holder and now XXXX, CFPB and XXXX XXXX XXXX XXXX. The most recent was information showing on the deed that this loan is invalid. I sent a complaint also on XXXX XXXX XXXX union. Upon receiving the information on my original deed, XXXX XXXX released my 2nd mortgage with a full lien release. XXXX knowingly deceived me by continuing to send letters stating they needed more time to research the matter. They then sold my loan to Carrington Mortgage Service, Llc. I notified Carrington of the dispute and supplied them with the deed and copy of the certified Lien release. In working with XXXX XXXX, they are using the same tactic as BOA and have now been researching the matter for several months with no conclusion. My Complaint is against XXXX XXXX XXXX for not releasing and invalid loan and making a sale to Carrington while we were in dispute, XXXX ( FHA ) for allowing the sale after I notified them XXXX XXXX XXXX XXXX, which is wire fraud and Carrington for going forth after I notified them. Also now that Carrington own the invalid loan, not giving me the lien release I requested. See case numbers Cfpb XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-12

Olympia, WA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-10

OK

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-10

Halyoke, MA

Application, originator, mortgage broker

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-11-10

Eagle Creek, IN

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-10

Birmingham, AL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: XXXX sold my loan to Carrington I am in the process of refinancing and after several attempts XXXX and myself have not been able to get my payoff from Carrinton. How do we go about them giving us a payoff?
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-10

MN

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My loan was showing inaccurate from Carrington Mortgage for almost 2 years from the time it was service transferred to them, They were not recording my payments that were paid on time every month. Now they supposedly have the account updated but I still feel the numbers are inaccurate and they have reported to all XXXX credit bureaus that my payments were missed when actually they were never late at all
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-11-09

WI

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Our Home Loan was sold from XXXX XXXX XXXX to Carrington Mortgage Services on XXXX XXXX, XXXX, to date ( eleven months later ) our account is NOT SET UP. I have not gotten a statement from Carrington since XX/XX/XXXX. They have not applied over {$18000.00} in payments all of which were sent via EFT from my Credit Union to Carrington, all of the mortgage payments sent by us ( and by our Bankrupcty Trustee ) have not been applied and are sitting in a suspense account. I had to call to get our account number so I could send the payments, then I started calling regularly after two months when we were getting statement showing a huge 'past due ' on our statements. I was told numerous different reasons why my statements showed that way but ultimately I was told that they had a backlog and our account was n't set up and that 's why we could n't access anything online. After calling them for months I suddenly stopped receiving statements ( I got statements from XX/XX/XXXX-XX/XX/XXXX ), when I called to find out why i was told because we were in Chapter XXXX we could n't have regular statements unless they recieved a letter from our bankrupcty attorney allowing it. My lawyer sent the letter immediately, I called a week later and they said they had it but it had n't been 'processed '. I called a month later it still had n't been processed, when I called in XX/XX/XXXX I was told yep it was recieved on XXXX XXXX but not processed but XXXX assured me they now had a dedicated staff to process those requests. A few days after that phone call I got a call back from XXXX telling me that eventhough their system showed they had the letter, they ca n't find it and I need to resend. She gave me an email address to send it to, the email failed. I refaxed the letter using the same number my attorney used. I then got a letter in the mail from Carrington asking for my SSN number, not sure how they can have our loan and not know my SSN. Anyway I filled that out and sent it back along with a HARD COPY of the letter from our attorney asking that statements be sent to us. It 's now XXXX and I have n't gotten a statement. When I called to inquire I was transferred around and no one could give me an answer. Finally I was put on hold by 'XXXX ' and then he disconnected the call.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-11-09

Murrieta, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-08

Baltimore, MD

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-07

Hinkley, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: To Whom It May Concern : On XXXX/XXXX/16 ( Thursday ), I called Carrington Mortgage Services informing them, I would be sending {$7000.00}. The person I spoke with, asked if it was possible to send {$7100.00}, this way I would only be one month behind and this would stop foreclosure. I told her I could send the amount she stated. I was given XXXX options of making the payment. On XXXX/XXXX/16 ( Saturday ) I sent {$7100.00} XXXX XXXX. XXXX XXXX was unable to send the money all in one payment, so the payment was broken into two payments. On XXXX/XXXX/16 ( Monday ) I called Carrington Mortgage and spoke with someone who told me my payment of {$3500.00} was return and foreclosure procedures began on XXXX/XXXX/16. I expressed that I sent two payments in that amount, which totaled {$7100.00}. She stated, I would receive the foreclosure information and she would also send the information to my email address. I yet to receive the information. I decided to call back later in the evening ( XXXX/XXXX/16 ). When I spoke to this person, she stated they wanted the payment in full and not in two payments. I then expressed, that I did what I was instructed to do. The option I was given, was XXXX XXXX and it 's not my fault they were unable to send as one payment. I was still unsatisfied, so I decided to call XXXX/XXXX/16 ( Tuesday ) and ask to speak with a supervisor. The person I spoke to wanted to know the reason, I explained the situation once again and was put on hold. When the person returned they begin telling about the foreclosure. I told them this is why I wanted to speak with a supervior. I was placed on hold and once the individual returned, they stated there was no supervisor available. I said there has to be someone above her. What seemed to be long, to me someone came to the phone. The first thing was said, was you sent {$3500.00} and that 's why foreclosure preseedings began today. I repeatedly stated how I did what I was instructed to do. I stated, it appears that once the one payments was seen, who ever returned the payment shuld have cleared all payments before assuming that was the only payment. Who else have this been done to? She stated it is n't their fault I was behind over six months, foreclosure should 've started when I was 90 days behind. I expressed, that I was originally with XXXX XXXX XXXX, who transferred me to Carrington. I could n't send a payment until there is an account number. This process took almost 2 months. I did a modification which took 2 months. She then stated she would call me Monday XXXX/XXXX/16. I do not trust that she would have my best interest at heart. I feel she 's using this time to see how they can get Lawyer fees, court fees, any way for Carrington to get extra money. Your assistance in this matter is greatly appreciated. Thank You in Advance.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-06

Fort Drum, NY

Settlement process and costs

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-06

Centerville Branch, GA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-05

NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I would like to report Carrington Mortgage for multiple reasons. The first for harassing me with numerous phone calls each month about my mortgage payment. I typically start getting phone calls around the XXXX of each month when my payment is not late until the XXXX of each month. I am an XXXX wife who currently does not live in my home since my husband services his country. I rent my home and must wait for rent proceeds to make the payment. I have always paid my bills in a timely manner. This is depicted in my credit score of XXXX. I also get verbally abused by customer service when I ask why I 'm receiving phone calls. They said your payment is due on the XXXX and we call until you pay the bill even though it 's not considered late until the XXXX of each month. The next issue is I 'm trying to set-up my account to make online payments since they are charging me {$5.00} each time I make a payment via phone. They would not allow my husband to use his bank account even though his name is on the loan. I had to transfer the rent proceeds to my account and now I ca n't gain access to make a payment online for some reason. They are taking advantage of customers by not easily allowing them to gain access to their online payment system, so they are forced to make payments where they enjoy a {$5.00} speed pay fee each month.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-04

Ft Myers, FL

Application, originator, mortgage broker

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-11-03

Deerfield Bch, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-02

Baltimore, MD

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-02

Garden City, GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response