CARRINGTON MORTGAGE SERVICES, LLC

2016-10-07

MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I received my annual escrow statement from Carrington Mortgage Services who took it over from XXXX in XXXX XXXX. It shows two shortages, one for increase in taxes and the other to meet the minimum required balance. There is an escrow payment missing in their analysis that creates the short fall, another error that I can not identify and they have also created a shortage by projecting a winter tax payout due on XXXX XXXX being made in XXXX of the previous year. I called and was disconnected three times. I finally spoke to someone who did not understand the schedule and could not explain the shortage to me. She ended up telling me I needed to file a complaint with their complaint department. I have sent three emails with no response and just tried to fax them and their fax machine is not answering. My discussion with their representative was horrible. She originally told me the property taxes are paid 2 months in advance because it takes XXXX township that long to process payments. I spoke with XXXX XXXX and they post in 24 hours. In addition, the summer taxes due in XXXX are paid in XXXX or XXXX. This has been a horrible experience and I do not know what to do. My mortgage payment have increased by {$620.00} per year of which only {$250.00} is related to actual cost increases. The remainder is due to them missing an escrow payment in XXXX XXXX. They are also projecting the payment of property taxes two months early before the escrow has replenished ( summer taxes paid in XXXX, winter in XXXX )
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-06

Tampa Palms, FL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-04

Midland, GA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-04

Soquel, CA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Carrington Mortgage Services misapplied our XXXX 2016 mortgage payment and did not credit our account. When I provided them with a copy of the check they cashed on XXXX ( well before its considered late ), that I had to pay my bank to get, they told me it would take 10-15 days to process my payment. I called back in 10 days and was told it would take 30 days. In the meantime, I asked if they would be reporting this to credit bureaus while they find our money. They said that they could not guarantee that the folks who report their customers to credit bureaus would be told this matter is under investigation and to desist from reporting a " missed '' payment. They could only correct the false reporting after the fact. Apparently, these departments can't/wo n't talk to each other. I now have to check my credit report for the foreseeable future because these people ca n't communicate with one another. Everything is on me, the consumer, to defend my credit and good name, and prove that I paid on time. No responsibility taken by Carrington, when they could easily help by communicating with one another. Absolutely no way to be compensated for the time, effort, and stress this is taking. Since they may not be financially liable for this type of issue, they likely wo n't change. Overall, this is the XXXX company who has sold/purchased/owned my mortgage. I would love to have more choice in who I work with for mortgage servicing, a role in if/when my mortgage is sold, or a way of moving on from an unacceptable company without having to refinance. I guarantee these folks would n't treat us like this in person. They 're just some faceless phone bank in parts unknown, so they treat you like you need to just deal with it. Government, any government, please do something!
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-03

Jupiter, FL

Improper contact or sharing of info

Debt collection: Mortgage

Talked to a third party about my debt
Complaint: My mortgage company send employees to my front door to deliver past due notices and notices to contact servicer. I already speak to them via telephone and respond via mail from servicer. I 've never heard of mortgage companies being allowed to come to your front door almost weekly to hand deliver notes to call servicer or past due notices. Especially when I am currently going through modification process.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-03

Clarksville, TN

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-01

Newnan, GA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I have had issues with Carrington, mortgage ever since my loan was sold to them from XXXX XXXX XXXX. I was never late, upon my husbands illness we decided to do a short sale on the home. We began the paper work in XXXX 2016. Since we are self employed, we sent all the information they requested including an offer on the home. They have continued to request the same documents, ask for things they never requested, ie. signatures on the profit and loss form and so much more. the claim is that hud or FHA is the hold up due to a waterfall process. The home is about to go into foreclosure when it should n't have to with a buyer all lined up. I am at my wits end with this company and will never purchase a home again! I have already made arrangements to move, and the first and second mortgages are about to be four months past due because they are dragging their feet at Carrington.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-30

Baucum, AR

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-30

Hanceville, AL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I pay my Mortgage payment through my bank. A check is cut and mailed to the Mortgage Company. The check that was mailed to Carrington Mortgage was cashed 2 days early causing by checking account to be overdrawn which caused NSF fees. The date on the check was XXXX XXXX, 2016. It cleared my bank on the XXXX. I called my bank who, as a courtesy, issued an NSF refund on the initial overdraft charge of {$38.00}. I then contacted Carrington Mortgage and explained what had happened. I was told they do no accept post dated checks and that the address where my payment was mailed was a " machine '', which I took to mean a clearing house for posting. I was not contacted by Carrington or given any notice of the early posting. I was offered no resolution to the issue by Carrington, but was assured by the CSR I was speaking to would be getting with a manager and give me a call back to see what could be done. It has been 24 hours since I contacted Carrington and I have yet to hear from anyone. Another day has passed and two other outstanding charges have been posted to my checking account causing two more overdraft fees to post. Total overdraft fees as of XXXX are {$110.00}. This is ridiculous. If a machine is capable of reading an XXXX routing number and an account number from a piece of scanned paper, it should certainly be able to read a date as well as stop an early draft from happening.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-30

Ridley Park, PA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I was not told by XXXX XXXX XXXX that my loan went to cArrington mortgage service on XX/XX/2016. When I called to pay today XX/XX/2016 they told me. I called cArrington to make a payment and told me they are not willing to accept anything but the full amount I was behind. I am behind 4 months which has been going on for the last year since I was unemployed. I have been paying XXXX XXXX XXXX each month my payment plus an extra XXXX to catch up. They refuse to accept XXXX payment today when my regular payment is XXXX. Will only accept XXXX the amount due and refuse to work with me. They want me to go even further behind. I am trying to catch up and have been making payments every month for the last year. I need help
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-30

Lugoff, SC

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-29

Traver, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-29

Dallas, TX

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-29

NH

Settlement process and costs

Mortgage: FHA mortgage

Complaint: We purchased our home XXXX XXXX. The mortgage that was given to us from XXXX had XXXX parts. XXXX of them was a fixed mortgage and the other had a 2 year ARM. When we went to refinance at the end of the 2 year we had discovered that it was 50 year mortgage with a balloon payment of {$250000.00}. We had no idea. In hind sight, at the closing we briefly saw the amortization schedule and asked about it but we were told " oh you do not want to see that it will just make you sick if you see all the interest that you will be paying '' This is the first house we ever purchased so we did n't question it. If we had been encouraged to look at it and given the opportunity to ask questions we would not be in this situation. We refinanced with a local bank, XXXX XXXX, which in turn was sold the mortgage to XXXX XXXX XXXX. In XXXX I, XXXX, lost my job. We applied for a modification with XXXX. Like many others we had sent in our " financials '' ( taxes, bank statements, pay stubs, utility bills, and hardship letter ). We sent it to them at least 10 times. It kept getting " lost '' or " not received ''. We had to file Chapter XXXX to stop them from foreclosing. XXXX XXXX we began a " trial modification ''. XXXX XXXX we got a permanent modification. We were paying on time at a comfortable payment. XXXX XXXX XXXX sold our mortgage to Carrington Mortgage Services. CMS told us everything will remain the same. After our first payment we received a letter stating that they our payment was going up because our escrow had a deficit. I have the escrow report from XXXX showing that we did not have deficit. I faxed it to CMS upon their request. I was told by both companies that I had to call the other. CMS kept telling me that they had to go by what XXXX reported to them. They would tell me to call XXXX. I would call XXXX and they would tell me they no longer service our mortgage and they could n't help us we had to call CMS. CMS will not accept payments from us. They accepted sporadic payments ( 5 ). Thus leaving us in arears. After reading through the RESPA-CFPB Consumer Laws and Regulations it appears the both companies have not adhered to the laws and regulations. We have an acquaintance here in town who is an attorney and we asked her if she could help. She specializes in XXXX Law but said she would try to help. She sent a letter which turned into another letter and then another. Here we are 2 years later. She has been going back and forth with both companies. We had an agreement that we signed and sent along with a certified bank check about a year ago. CMS sent the package back to us with no explanation. There have been other agreements sent to us but the language in the agreements were protecting CMS and not us. I have placed complaints to the Banking Commission, FDIC, OCC, Attorney General, XXXX, Senator XXXX 's Office. I reached out to anyone who would listen. This is affecting not only XXXX and I but our children. I have looked on the consumer affairs website and see many people in the same or similar situations. I have kept records of every letter, statement, certified mail receipt, etc. from XXXX to date. We would like to resolve this and move forward. Ultimately, we would like to be absolved of any and all debt from XXXX and CMS. After almost 7 years of anxiety and frustration we feel that it is a fair resolution. We look forward to speaking to you. Sincerely, XXXX and XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-29

San Ramon, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-29

Albuquerque, NM

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: We am trying to modify our mortgage that got sold to Carrington, they lost the paperwork, i have proof I sent the paychecks and the other information they said they needed to update. They told me I have to start again and they told me they will send the paperwork. I have not received it, I called twice.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-28

Berkeley Lake, GA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-28

East Rockaway, NY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I have been paying my mortgage on time for 5 years. I experienced a reduction in my income since XXXX of 2015. In spite of the reduction in income, I remained current on my mortgage payments. Recently, however, I was not able to make payments on my second mortgage with Carrington. I did fill out paperwork with Carrington asking for hardship assistance. Instead, I was sent a document with a repayment plan that far exceeded what I owed in back mortgage payments and exceeded my normal monthly payments. The question I presented to Carrington was one that underscored that raising the amount I owe per month is not a viable solution to my financial hardship. As I discussed the matter with the representative, I was told that I could afford the payments based on the documents I submitted. I am not quite sure how they arrived at that consensus considering my low credit score and overbearing monthly financial obligations. As we discussed the situation further, I was told that I have only two choices ; pay the higher monthly re payment plan or come up with at least 2 regular monthly payments by the XXXX. I was then told that there is no guarantee that the payment will be accepted after the XXXX. I was told that foreclosure proceedings might progress. I am working very hard to raise 2 months worth of mortgage payments to avoid falling into their repayment plan which looks like a scam, because some of the payments wo n't be applied directly to my principal and interest. I 'm asking for intervention into this matter, and a fraud investigation to be opened. Thank you for your assistance.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-27

Deerfield Bch, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-27

Clinton, MD

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-27

Tarzana, CA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: I received correspondence today XXXX/XXXX/2016 from Carrington Mortgage in the name of my ex-wife only. Please see attached correspondence addressed to my ex-wife labeled " Carrington Mortgage 1 ''. When I called Carrington Customer Service at XXXX XXXX XXXX XXXX to request that correspondence be mailed to me as the primary account holder, I was advised by the telephone service representative to re-finance my mortgage! I simply wanted to have correspondence addressed correctly to me. When I stated my request again, the telephone service representative spoke with the " senior specialist '' XXXX in the Indiana branch ; XXXX ID number was XXXX. The telephone service representative advised me that XXXX advised her of the same thing : for me to re-finance my mortgage! This telephone conversation occurred on XXXX/XXXX/2016. My XXXX mortgages with Carrington Mortgage were recently sold to Carrington Mortgage by XXXX XXXX XXXX, and in the approximately 10+ years that my mortgages were at XXXX XXXX XXXX , I never once received correspondence from XXXX XXXX XXXX XXXX my ex-wife 's name. I am writing this complaint to demand that Carrington Mortgage properly and legally address correspondence for my XXXX Carrington Mortgages to me as the primary account holder or be addressed in both my name as my ex-wife 's name as was done in recent correspondence by Carrington Mortgage. Please see attached document labeled " Carrington Mortgage XXXX ''. It came as a shock for my wife to see correspondence addressed to my ex-wife at my home address ; also for legal notification purposes, as the primary account holder, my name should be addressed on all correspondence from Carrington Mortgage.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-25

Foothill Ranch, CA

Credit decision / Underwriting

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-23

Gloucester City, NJ

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I made a payment prior to the XXXX of the month but the payment was n't credited to the account until days later. I was charged a late payment last month. The payment I submitted on the XXXX of this month has yet to be withdrawn from my account as of the XXXX. I am worried I will be assessed another late fee.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-23

Oxford, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: On XX/XX/XXXX I submitted my payment through the Carrington Mortgage website. A week later I received a letter stating that the payment date, amount and confirmation number of that payment. On XX/XX/XXXX I received a letter stating that I did not pay my mortgage and that a fee would be assessed. When I called the company, they said that they could not locate the account and that since payment was not made in time, I was late. When I asked why they did not contact me and let me know that they could not find the account information, and that I received a confirmation of payment letter, they stated that they " manage XXXX mortgages and that they may not have gotten to me ''. When I stated that this was not my fault, they said it was they stated " it was my fault because it was done through the website and I entered it incorrectly. ". I said " how do you know that and if that was the case why did n't I get a notification that you did not have the right information instead of a confirmation of payment? ". They referred me to the voicemail of a supervisor.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-22

MD

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I am an attorney in Maryland representing XXXX XXXX XXXX and XXXX XXXX relative to their primary residence located at XXXX XXXX. in XXXX XXXX, XXXX. On their behalf, my firm has been endeavoring to obtain a loan modification from their lender, Carrington Mortage, for the XXXX since XX/XX/XXXX. Unfortunately for the XXXX they have been thwarted or denied for said loan mod. not for anything on the merits relative to their financial wherewithal, but rather due to " incomplete packages '' which is frankly plain not truthful. What is occurring is that they keep asking for " new '' paystubs for XXXX XXXX after they take so long to review the overall package that the paystubs ( which do n't actually change ) go stale. It is, simply put, Carrington 's inefficiency that causes the paystubs to go stale, and they in turn determine that the package is then incomplete. The lender 's lawyers, XXXX XXXX XXXX, XXXX XXXX, are not willing to do anything about this clear strategy of denying my clients without actually reviewing their package. All this from a lender who took TARP money knowingly and willingly. THERE IS NOW A SALE SET FOR XX/XX/XXXX which they are not willing to cancel. Hence, this complaint.
Company Response: Closed with explanation

Disputed: No Timely Response