CARRINGTON MORTGAGE SERVICES, LLC

2016-09-13

Clifton Park, NY

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-13

Discovery Bay, CA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I am a XXXX. My work would be slow. When XXXX was servicing my loan, I would get behind but was always given the opportunity to bring everything current as I would never let it get more than 3 months delinquent. When the servicing transferred to Carrington Mortgage Servicing, I got behind by three months. In that third month, I sent in a payment. Approximately two weeks after sending the payment, I was getting ready to send a second payment when I received the first payment returned. I called to ask why and was told " you have to pay the entire amount because FHA rules state once you are three months behind you have to pay the total delinquent, it is n't Carrington rules, it 's FHA rules. '' I told them I was confused because that had never happened with XXXX and had not known that information, in response I was told " then XXXX was breaking FHA rules ''. I asked if there were any other options and I was told no. Because I did not have all of the money at that time, only two payments instead of three, things just got further behind. By the time I had the three months payment, I was four months behind and so on. I called again when I received the notice of default and asked if there was anything I could do to make some kind of arrangements and stop the foreclosure process as I was close to the amount needed to catch up on the delinquent amount, I was told I would be mailed information. I did not receive any additional help or information. I then decided my only option was to sell my house so I could hopefully avoid foreclosure on my own. I am now almost done with selling my house and called to ask if there was a way to stop incurring fees or stop the foreclosure process since I was close to being able to have the house sold. I was told no, the only way to stop the process is ask for a payoff and then pay it and that I would continue to receive penalties and attorney fees until then. In talking to a lender I am told that I should have been given a point of contact once I was sent the notice of default. To my knowledge, I have never received such a person. In the " foreclosure package '' I received, there is a document that that has a box checked that states that I was " personally contacted and options were discussed. '' by Carrington. This did not happen. I have been given no option other than, pay everything. Even as I called today and recorded my conversation, the representative again told me there is no option to stop the foreclosure process or incurring fees other than to request a reinstatement amount and then pay that with all penalties and fees and also a reinstatement fee or to ask for a total payoff amount and pay the loan off completely. Until I do that, nothing else can be done and attorney fees will continue to accrue. I do not feel that I have been helped in any way and had I been sent to a path of correction when I was only a few months behind and had two months of that delinquent balance, I would not be in the scared position that I am today.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-12

Fayetteville, NC

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-12

Colo Spgs, CO

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I had my payments set up on auto pay, one month without notice my payment was sent back and I did n't notice. I then became late. I did n't realize the money had been returned to my account. I then call in to find out what was going on and tried to make a payment over the phone. They told me the address had changed and they no longer accepted payments at the address that I sent the payment to. I could n't pay two months at once and they would not accept one full months payment. I updated the address and sent a payment online. My complaint is that they sent a payment i made back anf then refused payment.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-12

Chicago, IL

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: I received a check from Carrington Mortgage Services in XXXX XXXX and misplaced the check. I tried to cash the check in XXXX XXXX and was denied by my bank. I called Carrington in XXXX XXXX to request a new check and was told they will reissue it. Subsequently, I called every month to check on the status and received no check. I called them in XXXX and was told that they will reissue it. I called in XXXX XXXX, XXXX and spoke with an agent named XXXX who told me that the check was endorsed and cashed. XXXX told me to request XXXX XXXX ( my bank ) to fax over the letter showing that the check was not cashed. I called XXXX XXXX and they did faxed it to XXXX, the number XXXX gave me. I called back on XXXX XXXX, XXXX and was told by a female agent named " XXXX '' that Carrington never received the fax and the number belonged to another individual. XXXX informed me that she will email XXXX and his supervisor to follow up with me to resolve the matter. They have yet to call me. No one at Carrington had ever called me back to resolve this matter since XXXX XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-12

ID

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: We fell behind on our mortgage payment. When we tried to catch up they refused payments saying we owed more and more. They put a foreclosure sale date as XXXX XXXX 2016. We learned they obtained our loan illegally thru a computer system. We also have tried to get a Loan Modification, which we have never had. All we get in response is that we have sent in the correct paystubs, or not the correct proof of residency. Then they stop trying for that loan modification, and I had to resend all the paperwork. Which I did and we are still being put off, it takes 5 days for them to be able to tell me if I have the correct documents or not. They are trying to push this out so we have no choice but to lose our home. I can not get a single point of contact within the company. No emails or phone calls are ever sent out, for anything other than one saying my statement is ready. We are at a total loss as what to do, we are now thinking a bankruptcy might be the only thing to save us.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-12

PA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: My world was turned upside down on XXXX/XXXX/16, I was informed by my employer that eff XX/XX/XXXX to XX/XX/XXXX I will be on unpaid leave & need to choose to retire or resign bc of my health issues, XXXX NJ State Docs determined I ca n't return to work & XXXX of my physicians completed medical forms to supplement my XXXX XXXX app indicating I am XXXX & all of those are attached. Of course I chose to retire XXXX eff XXXX & still going thru the process, it 's not as simple as applying for assistance or anything else. I 'm told that it can take XXXX months, at least & now my employer wants me to see another State doc & that is attached also. I contacted all my creditors & Carrington has been giving me a hard time ever since. I sent docs that show what led to my employer 's response, Carrington 's assistance app & ALL the supporting docs they requested, via email & their document portal on their website & continue to receive numerous calls requesting some of the docs I submitted more than once already at their requests. Throughout, XXXX male reps got upset bc i got upset because of the stress I 'm living through, including trying to understand why Carrington received some docs but not all esp when some of the docs they keep requesting was sent with the other docs they finally received. This has gone on for over a month now & their system is still saying that my package is incomplete as of XXXX I lost count how many emails with attachments I sent, the phone calls I received from reps asking for the same docs over & over again & I 'M SUPPOSE TO KEEP MY COOL WHILE GOING THRU THIS XXXX XXXX PROCESS WITH CHILD SUPPORT BEING MY ONLY INCOME AT THAT TIME & dealing with my energy supplier acting stupid. Only the female reps seem to understand my frustration when I rose to that level bc I needed help trying to understand why they kept asking for the same docs over & over again. There was only XXXX female who went so far to give me her work email address to help ensure that the docs I was submitting would get to the assistance unit & that was over 2 weeks ago and Carrington is still acting stupid, not this rep, Carrington! I just emailed her & copied carrington 's mortgage assistance to show what their website is still saying. This rep should be in a higher position than what she is, training employees on professionalism & customer service & satisfaction bc of how she has helped me as much as she could. Now I am at my wits end & did a search on how to file a complaint bc this is absolutely ridiculous that I need mortgage assistance & Carrington has been doing the exact opposite & I found you guys. Thank you. I am attaching the recent email response I received from that wonderful Carrington employee & I hope Carrington really appreciates what she 's been doing to help me stay sane & definitely not the opposite. She gives Carrington a great name & Carrington would benefit greatly by promoting her to be in charge of their training unit or something if they have one! She is the PERFECT example of how customers should be treated in XXXX times like these. She takes her time & gets answers for me to questions other reps did n't & could n't answer bc they did n't want to take the time to. I 've attached my updated COBRA bill ( medical benefits for me & my XXXX children ) that finally I can pay with my XXXX benefits that just got approved.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-11

VA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: In XXXX my brother and I purchase a house for my grandmother and receive the deed in XXXX. In XXXX I transition from the XXXX and start working as a XXXX and in XXXX and I found out that I was behind on my mortgage payment, the payments were supposed to be taken over by my brother after my grandmother passed away I found out they were not. XXXX XXXX XXXX told me and my brother that we had a mortgage on that house they did not give us any paperwork showing that the mortgage was with them and when I tried to explain it to them that I did not have a mortgage they told me they had taken the mortgage over in XXXX. After I have asked for documents showing that my brother and I had a mortgage with this house I was told that they would not talk to me and my brother was told they would not talk to him and unless both of us were on the phone at the same time contacting them. On the that house my brother was the primary and I am a secondary. XXXX XXXX XXXX just recently on the XXXX of XXXX sold the mortgage I had on my property to Carrington Mortgage. Carrington Mortgage told me that they now on the mortgage that is on that house and they too will not give me any information showing me that XXXX XXXX XXXX originally had that house and as of right now this is affecting my job I can lose my job with the XXXX because they say we owe {$69000.00}.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-10

San Diego, CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I live in XXXX, CA and my loan servicer has changed 4 times and I can not finalize a loan modification. The current loan servicer is Carrington Mortgage Services and they have violated my homeowners rights. My attorney has filed a complaint outlining XXXX causes of action.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-10

Nyc, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-09

Browns Mills, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-09

Val Verde, TX

Communication tactics

Debt collection: Mortgage

Frequent or repeated calls
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-09

Macclenny, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: Carrington Mortgage Services now hold XXXX of my mortgages sold to them by XXXX XXXX XXXX. Based on info at the below link I feel this is a no win situation for any consumer. XXXX Carrington Mortgage has seemed shady since I first began with them as a result of XXXX XXXX XXXX selling my mortgage to them. Their online pay system seems to have a great deal of troubles. I would attempt to sign in, it would not work, so I would go through the whole " get help signing in '' process, which would not recognize my security answers. I have had to call about this numerous times. They used to tell me I could pay by phone, to which I would reply that they charge a fee for that service and that I should not have to pay an extra fee because they ca n't seem to keep their online pay system working. One time when I complained that my security answers were not being recognized, customer service told me that that system is not working, and then proceeded to do it manually. I should n't have had to do it at all, and I certainly should n't have to do it numerous times over and over, month after month. '' " If you are considering a loan from Carrington Mortgage Services, DO N'T DO IT! I pay most of my bills online and their website is jacked up. It posted a payment, then rejected it without letting me know and then reported a late payment on my credit report. The mistake was totally on their end and they refuse to resend the late payment status. This is n't the first time that it has happened. If you call them with ANY question, be prepared to give your life 's history and be on the phone at least 20 minutes even though they verify you from your phone number. I plan to flood social media about this company and recommend that if your experiences have been anything like mine that you do the same. They are sketchy at best and I am furious! '' " Our loan was sold from XXXX to CMS about 2 years ago. It has been XXXX nightmare after another. I think it 's appalling XXXX has done this to so many people. The first month with CMS, we received a letter saying we had an escrow deficit. Just like so many others, we did NOT have a deficit. They wanted to raise our payment nearly $ 100/mo. After multiple complaints and a complaint to the XXXX, they decided to raise our payment half that much over 2 years instead of the full amount for 1 year. We felt there was nothing else we could do. We have been ripped off for nearly 2 years.?
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-08

Jersey City, NJ

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: Carrington Mortgage Services incorrectly calculated my gross monthly income at {$1900.00}, when I provided a profit & loss statement showing {$6300.00} per month. This error makes it appear my loan modification request did not meet the requirements. I provided Carrington Mortgage Services with the enclosed Notice of Error & Request letter for Information pursuant to XXXX C.F.R. XXXX. Carrington Mortgage Services never responded or took any corrective action pertaining to my monthly income. Carrington Mortgage Services never directly responded to my Notice of Error & Request for Information letter as required pursuant to XXXX C.F.R. XXXX. Carrington Mortgage Services violated loss mitigation procedures. Carrington Mortgage Services knowingly miscalculated my monthly income after being provided with financial information via email, phone and fax. Carrington Mortgage Services also ignored my letter of Notice of Error and Requests for Information which was sent via email and fax.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-07

Aptos, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-07

Aptos, CA

Cont'd attempts collect debt not owed

Debt collection: Mortgage

Debt was discharged in bankruptcy
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-07

MA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: On XXXX XXXX, XXXX we received a discharge by U.S Bankruptcy Court, District of Mass. Included in the bankruptcy petition was a property at XXXX XXXX XXXX, XXXX MA XXXX. The mortgage holder was XXXX XXXX XXXX. The debt was not reaffirmed. XXXX XXXX XXXX never took the title back despite our many attempts to facilitate it. We filed a CFPB complaint against XXXX XXXX XXXX XXXX/XXXX/XXXX ( XXXX ). On XXXX XXXX, XXXX we received a notice from XXXX XXXX XXXX that our mortgage was sold to Carrington Mortgage. I immediately called Carrington and told them that it is not a valid debt, and that we have been trying to get XXXX XXXX XXXX to take the title back and get it out of our name. After Carrington loaded the records on their system, I began a series of discussions with a representative XXXX XXXX. I explained our desire to get this matter resolved quickly as it was causing significant problems for us in getting a new mortgage. Today I received three letters from Carrington. One was " Notice of Sale of Ownership of Mortgage Loan '' dated XXXX/XXXX/XXXX XXXX pages in length. Another was " Notice of Servicing Transfer '' dated XXXX/XXXX/XXXX ( XXXX pgs ). And one was a mortgage statement ( XXXX sheet, XXXX sides ). The mortgage statement claims we owe {$140000.00} due XXXX XXXX. It also contains a " delinguency notice '' which states that we are " XXXX days delinquent on your mortgage ''. The Notice of Servicing Transfer '' states " After this date ( XXXX/XXXX/XXXX ), Carrington Mortgage Services, LLC will be collecting your mortgage loan payments from you '' ( pg XXXX ). The last line of page XXXX reads " Note : See Debt Validation Attachment ''. The only attachment is a notice on page XXXX which reads " This Notice is to remind you that you owe a debt. As of the date of this Notice, the amount of the debt you owe is {$360000.00} ''. It then states that we have 30 days to dispute the validity of the debt. On XXXX XXXX, I called the phone number listed on the Mortgage Statement to report any errors ( XXXX ). The representative validated me and said she would transfer me to the correct department. I spoke with someone named XXXX. I reviewed with her the documents I received from Carrington and asked her " what proof do you have that I owe you anything? '' She pointed to the original loan documents we signed when we took out the mortgage. I told her I was disputing the validity of the debt and that it was discharged in XXXX. I told her I want XXXX of XXXX things : either proof that it is a valid debt, or a letter stating that we do n't owe anything on the mortgage. I also told her that I believe Carrington is running afoul of the automatic stay issued by the Bankruptcy court in XXXX, the Fair Debt Collection Act, and if they report negative information, the Fair Credit Reporting Act. I would like the CFPB 's assistance in securing all records that Carrington Mortgage has regarding this issue, including a copy of the recording of the telephone conversation on XXXX XXXX, XXXX. Further I would like the CFPB to investigate why this debt is lingering, and the title is still in our name after nearly 7 years. Finally I would like the Bureau to help me secure either proof that the debt is valid, or a statement for my files that Carrington recognizes that the debt was discharged in bankruptcy and not reaffirmed.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-06

Royal, TN

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-06

Manassas, VA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-06

Lockport, IL

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-06

Clermont, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: We had a leak in our kitchen and after 7 months of dealing with the insurance company and being hospitalized due to the stress from dealing with the situation we were able to make a settlement with the insurance company. We received s check for XXXX from the insurance, which we signed the check over to Carrington Mortgage, they then without a problem sent the check back to us. We then received a check for XXXX and another XXXX for XXXX. At that point they decided to make up a policy, which they never had prior to this situation, to hold on to the checks and said that if we were to receive the additional checks, we would have to send them estimates, proof of work being done and that their inspector would have to determine whether a certain percentage of the money could be released. Well we sent all the necessary documents to their " loss and draft department ''. Unfortunately every time that we try and contact them they can neither find the paper work, they put me on hold for 30 minutes to an hour, no one seems to know anything, or they find any and all excuses to not release the checks. The work is being done all we need is the money to finish the kitchen and pay the contractors. They are not entitled to these checks. We have already spent XXXX paying for the cabinets, we also paid for a new dishwasher, a new sink, several things that were necessary that the insurance company did not want to pay,
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-05

Arco, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I normally pay my mortgage at the end of the month, because that is the way my pay comes in. I have been XXXX for about 7 months and recently gone back to work. I attempted to make a payment on XXXX/XXXX/XXXX but the automated system would not allow, which forced me to call the office the following day. I found myself on hard time during the course of my XXXX which cause me to be 1 month behind. I called Carrington Mortgage on XXXX XXXX to make one full month 's payment and to schedule a second payment on XXXX/XXXX/XXXX. The representative said they could not accepted this payment and could only accept 2 months ' payment. I explained my financial situation, but to no avail. I told the representative that I would mail the one-month payment in, he told me he would not advise because it is not certain the payment would hit my account. On XXXX/XXXX/XXXX I receive a note rubber band to my gate downstairs at street level, " Please call your Mortgage Lender '' anyone walking by this note is visible to. HOW EMBARASSING! this is an invasion of my privacy. Carrington mortgage has my phone number in fact they ask each time a call is placed. Carrington Mortgage had been a fair Company to deal with until now. I am in awe and very disappointed.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-04

Clayton, MO

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I was advised by a Customer Service Advocate and Escalation Representative to send my request via email to Customer Advocate. I 'm requesting to remove late payments from my credit report. In the year of 2015, I was laid-off and have been unemployed almost half of the year. Fortunate, I got a job in late XXXX 2015 ; unfortunately, I 'm unable to pay the mortgage payment at least after XXXX of the month. I have the income on third week of the month. This resulting in paying the late fees that were added to my account. I 've asked for a forbearance to catch up, however, I was informed that the company does n't participate in forbearance and home modification to decrease the loan amount will apply. I did n't qualify for the modification considering, I make enough money to pay for the mortgage ; it 's just timing is the main issue as I have to pay a large portion of another XXXX secured loans that consumes a large portion of my net income for the first two weeks. I ran into hard period in XXXX and I was out of the country in XXXX. In XXXX, I ran into a safety issue with exposed asbestos in addition of erosion, basement flooding and repairing a roof. The last day, I attempted to make the payment via phone ; however, I kept getting a busy signal. I made the payment the first day in XXXX. In XXXX, it was very stressful and difficult to arrange for transportation in a foreign country ; however, even though I had every attention to pay before XX/XX/XXXX, I simply forgot and the realization of the different time zone. I 've notified Customer Service Research department but they denied my request. From the materials received by them, it is perceived they are looking at issues in absolute and not taking the customer issues at hand. I find this to be a disparaging. The months that I paid after 30 days and on the first day of the following month, I was dealing with elevated stress. I was able to get reimbursed for time missed of work due to a car accident by the at fault insurance company in which I was finally able to make the payment on time for XXXX payment. Unfortunately, I 'm dealing with an overdrawn account in result ( XXXX of the month is extremely difficult for me ). Considering my circumstances, I 'm asking for a second chance to remove the late payment from my credit report. I made the 30 days late the following day as it is my every attention for it not to injury my credit report which an effect my employment. I 'm a XXXX which is not an economic and personal source of security. I made ever late payment which resulted in increased revenues for the bank. I 'm not disputing the late fees accessed to my account, just the removal as this is causing significant harm. The insurance money brought my account current in which this helpful for me stay current due to the income and timing. I was later advised to submit dispute to the Customer Advocacy Team on multiple occasions from Customer Service in addition to the Customer Service Escalations Team. After submitting the request, the Customer Advocacy Team, I was latter informed that this group is not responsible for investigating my request. The representative informed me that I have to submit my request back to the initial team in which I did n't agree with their decision as the company ignored that there were technical issues with me making the payment as the line was consistently busy to make the payment by phone. Additionally, Carrington Mortgage still submitted the late payment to the Credit Reporting Agencies while I was disputing their decision. I informed the representative that many people form his company gave me the direction to escalate my concerns to this team, and his response is that its coaching opportunity. I found this odd considering that appeared it was their business decision model.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-01

Pampa, TX

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-31

Duncanville, TX

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response