CARRINGTON MORTGAGE SERVICES, LLC

2016-08-02

Dallas, TX

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-02

La Vernia, TX

Application, originator, mortgage broker

Mortgage: VA mortgage

Complaint: One day My husband decided to check his credit report. He discovered that Carrington Mortgage LLc had reported late payment on our Mortgage loan on all credit Bureau 's. This caused of course a lower credit score and now months trying to clear this off our credit report. The month 's Carrington reported late payment were XXXX 2015 and XXXX 2015. I contacted Carrington to inquire about the late payment. Their answer was that it was late because the pay off was made on XXXX XXXX, 2015. Had it been on XXXX XXXX, 2015 then it would not be considered 30 days late. I submitted my XXXX dispute on all credit agencies for this to be removed for it was not accurate. They removed XXXX but not XXXX. I contacted the credit bureau 's to inquire why only XXXX was removed. They said I needed re dispute with more documents. I contacted Carrington, but the only form they provided us with was more like a statement of payments. So my only option was to contact XXXX our new Mortgage company in hopes off getting any documents showing when Carrington got paid. They provided me with the disbursement document. The document shows that XXXX paid off Carrington on XXXX XXXX, 2015 through a wire transfer. So I submitted a dispute once again. This time I attached the Disbursement document and the letter we had received from XXXX stating when they acquired our Mortgage loan which also stated it was in XXXX XXXX, 2015. In all this us as consumers have no control for there was a third party involved XXXX XXXX and it was during a refinancing period. In conclusion the documents submitted to the Credit Bureaus validates that is was never paid late. I do n't understand why Carrington insist otherwise. This has put a big scar on my husbands and my credit report. We have never been late payment on anything, ever! Not only does this affect my husbands and my credit score but most importantly career opportunities.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-01

Nantucket, MA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-31

Indianapolis, IN

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-29

N Monmouth, ME

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-29

Clermont, FL

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: On XXXX XXXX, XXXX, we had a call with the supervisor from Carrington Mortgage Services, LLC, which marked the final episode of a grueling and very unfair negotiation, to say the least, for a mortgage modification that started XX/XX/XXXX. First with XXXX that resulted in XXXX different offers. The XXXX offer came on XXXX XXXX, XXXX after a lengthy process of submission of documents and forms that got lost a couple of times. We declined the offer due to the high monthly payment. After numerous phone calls with XXXX and the re-introduction of an entire new set of documents, we got our XXXX offer on XXXX XXXX, XXXX. Frustration on the whole process was staring to settle in, and as unfavorable as the offer was, we proceeded to accept all the terms on the XXXX one, with only XXXX request, to extend the term from 15 years to 30 or at least 20 years, plainly due to affordability. Our only request was repeatedly denied regardless of the multiple escalations that we attempted. The next thing we heard from XXXX was that they have sold our loan to Carrington Mortgage Services LLC. Ignorant about the intentions of the new player, but with a lot of optimism we started from scratch the entire documentation for the request of a XXXX mortgage modification with our new lender, Carrington Mortgage Services LLC. At this point, we were experts on the requirements and forms needed for the process. We submitted the request and he offer response never came ; on the contrary we were told that the request was denied because of the size of the loan and the balance on it. Months kept going by and the dream to keep our home started to become a very distant dream full of nonsense and frustration. Around XX/XX/XXXX, we were served with a Foreclosure complaint action from XXXX XXXX XXXX XXXX XXXX, as Trustee for XXXX XXXX XXXX XXXX XXXX. A XXXX entity came into the picture, only to ad to the confusion. On a desperate move and threaten by such action, we tried to re-initiate the negotiation on the mortgage modification by offering a good faith amount of money towards the loan and by doing this we were able to brake through and put a hold on the foreclosure action. Soon after we started negotiating the good faith amount, interest rate, term and monthly payment. Again in an effort to lower the monthly payment, under their approval we went ahead and purchase our own Home Insurance to exclude it from the monthly obligation. The negotiations ended with a 40 minute call on Tuesday, XXXX XXXX between the Supervisor, XXXX, my wife and I on the phone. The call is recorded and it took place between XXXX and XXXX ET. Please request the recording and listen to all the contradictions, unfair negotiations, nonsense statements, scary tactics and complete lack of due process. The hold on the foreclosure action will be lifted at the end of this month, or so they threaten with, and our home is gone. We understand the fact that as the months went by, the unpaid balance on the mortgage payments and late fees grew out of control. However, we always maintain the objective of resolving this matter and keeping our home throughout the whole process. Moreover, what the lenders wo n't admit is the fact that for 10 years from XX/XX/XXXX to XX/XX/XXXX, equivalent to 120 monthly payments plus, my wife and I made timely monthly payments on an Interest Only Loan in excess of {$700000.00}. We ask, who is ahead in this negotiation? The answer is clear.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-28

Little Rock, AR

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-27

Chester, NY

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I refinanced my loan with Carrington Mortgage LLC in XXXX of this year 2016. As early as this month, my mortgage payment has gone up again. When I contacted Carrington in XXXX 2016, they assured me that my monthly payment would not go up. They told me that there should not be another escrow analysis done until next year. For whatever reason, my monthly payment has now gone up again. I only refinanced a few months ago! I have to wait on the phone for literally 45 minutes to an hour to get an " explanation '' that does not make sense. I can also not make more than XXXX payment online per month. Ever since Carrington took our loan from XXXX XXXX XXXX it has been a nightmare.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-26

Livonia, MI

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-25

NY

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-22

Jacksonville, FL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-22

Birch Run, MI

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I am requesting your assistance with Lender, Carrington Mortgage Services. At the present time they are proceeding to move forward with a sheriff sale when the borrower and realtor has submitted all required documents upon learning what was required. The documents were submitted and acknowledged received by XXXX, a represented of Carrington Mortgage. The documents were confirmed on XXXX XXXX, 2016. I was told that the file was waiting to be assigned to negotiator AND the negotiator would call with the formal introduction. After not receiving a call and/or email, another call was placed XXXX only to learn that on XXXX Carrington denied due process of the short sale because there was not enough time to review and they were proceeding to foreclosure. I requested a postponement of the sale but this was denied by XXXX. She also, denied a short sale review after the foreclosure sale date citing that unless a full payoff was received during the redemption period thru their attorney, no further communications would be had. I believe that this is unjust with their refusal to fully review the file - especially since the hardship began with the death of the primary borrower on the loan. The death certificate and all documents were received by Carrington months ago with an appeal for a modification due to long term hardship - which was denied without a written document ever received.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-22

Fred, VA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: Owner of this unit has neglected exterior maintenance since taking ownership in XXXX 2016. On XXXX/XXXX/16 the water authority had to turn off the water due vandalism causing water to flood into the neighboring unit and cause further damage to the exterior of this unit. After two weeks of attempts to get this situation rectified due to neighbors expressing concerns with potential mold spreading throughout the entire row of homes I have received no return calls nor have the owners cleaned up the exterior or interior of the unit.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-21

Berlin, MD

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-21

SC

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: Me had my husband recently separated because of finance issues.We applied for a mod in XXXX which we could not afford because my husband lost his job So of coarse they put us in forcloser in XXXX of XXXX I filed chapter XXXX because I did not know what else to do. So in XXXX of XXXX my attorney file a XXXX mod.through the bankruptcy courts. In XXXX XXXX Carrington once again denied it because they claimed they did n't get paperwork in time which my attorney had proof they did. So a medatior had to step in through the court so we all had an conference call meeting. Now the agreement that Carrington needing was for me to do a quick deed within 2 days because my husband is no longer in the home. So that was done. So a couple of months after that Carrington needed proof that my husband is paying child support. Ok even though that was not what was needed at the time I submit that. Ok another couple of months go by which now is XXXX XXXX, my attorney called on XXXX XXXX, XXXX and said that Carrington yet again denied the mod. this time do to the child support not being court order. I have done everything they have asked me to do and yet they keep making up rules as they go. I thought the XXXX was to help people like me. This is the only mortgage company I know that are so unwilling to help. If you would look at the reviews for this company you clearly see everyone is having some issue with them. I am wanting to save my home for my XXXX children and I am not trying to get out of paying that 's why I applied for the XXXX but there is something not right with this Company. The people that answer for them do n't never give the same answers. When I asked them about the XXXX in XXXX I was told by a rep. there saying they do n't participate in this program and neither does my investor with they say is XXXX, but when I pulled the list of mortgage companies that do Carrington and XXXX do participate in the program. I am not understanding. '
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-20

Bohemia, NY

Disclosure verification of debt

Debt collection: Mortgage

Not given enough info to verify debt
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-20

La Vernia, TX

Settlement process and costs

Mortgage: FHA mortgage

Complaint: I contacted a loan company to refinance our mortgage for a lower interest rate. In doing this, the gentleman advised me that we had a LOAN MODIFICATION marker on our credit history. I advised him that we have never done that and he told me to contact the institution and get it removed. I then called Carrington Mortgage Services and told them I had not authorized this and XXXX from customer service told me there was a loan modification done in XXXX XXXX. I told her I had not authorized and she said they would n't have done it without signatures. So, I requested signatures and low and behold, there are no signatures. I was then advised to send a letter to the research department asking them to remove it from our credit report ( XXXX XXXX, XXXX ) and was told to give it 30 days. I then called on XXXX XXXX, XXXX to now be told ( they said a letter was mailed to me XXXX/XXXX/XXXX ) that the original document states that if we DO N'T want the loan modification to contact them and a signature is not required. They also state that on XXXX XXXX, XXXX there was a verbal authorization over the phone. They did not document who gave that authorization. I then stated that I will be contacting a lawyer and the agent 'warned ' me that conversations are recorded for quality assurance. I then asked to hear my authorization. After many long hold, was told they will not release that to me. Each time I call and talk with someone, there is something else they blame it on or try and explain it away. All I am asking for proof that I authorized it or have it removed from my credit report. If I authorized it, so be it, although ... ..I do not recall it at all. I want it removed from my credit report, no telling how long this has affected us getting loans and better interest rates.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-20

GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Client attempted to work with Carrington Mortgage as her loan was transferred from XXXX that already had been Modified. She finally came to Housing Counselor and we submitted a package stating the reason for delinquency is payment dispute. we are including with this complaint the document sent to Carrington and the work out she had been offered by XXXX. # 1. she was paying payment that was being held in suspense, # 2 they have capitalized the arrears into the loan and said the suspense funds were applied to the arrears that they held without applying to the mortgage payments. We were informed we need to send a dispute to Carrington- which Counselor will do in conjunction with this complaint. She stopped paying the payment when counselor advised to stop sending payments as they were holding funds of XXXX as of XXXX XXXX, 2016.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-20

Cheshire, OR

Loan modification,collection,foreclosure

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-20

Watkins, CO

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I refinanced through my existing mortgage company, Carrington Mortgage Services, on XXXX XXXX, XXXX. There was a misunderstanding about the first payment due on XXXX XXXX. I received a statement with " no payment due '' for XXXX/XXXX/XXXX ( see attached bill ) With the upcoming holidays, I was thrilled with the " gift ''. I waited a few days and then cancelled my bank-scheduled payment ( copy attached ). I received NO OTHER STATEMENT until my XXXX statement which now included the past-due amount ( attached ). I noticed that the address was incomplete on the new loan and assumed that is why I never received the XXXX bill. After receiving the XXXX statement on XXXX, I immediately called to resolve the issue. I requested to pay it back as much as I could for the next few months by increasing my monthly payment. Customer Service ( CS ) advised me that they did not have the authority to work with me on that and advised that I send a fax to Customer Service Research. I did this on XXXX to the number provided to me ( see confirmation attached ). CS Research never contacted me so I called back. I was then told that because I 'm never really more than 30 days late, that CS Research would not contact me until I got to 45 days or more. The CS rep, XXXX, said that CS could not contact CS Research directly but he gave me the name of his supervisor, XXXX, and told me to re-fax the information to CS Research to her attention. I did this on XXXX/XXXX/XXXX ( see attached confirmation ). I finally decided to take matters into my own hands and began paying extra with the XXXX/XXXX/XXXX mortgage payment. Carrington put the extra money into suspense where I was told it would sit until the total amount of {$1000.00} was received which was fulfilled by me with a XXXX XXXX payment ( see attached ). I spoke and explained my situation to SO many people at Carrington but was unable to speak with a Supervisor or get the matter resolved. I was harassed monthly with XXXX foreclosure letters, XXXX past-due notices and weekly calls ( sometimes XXXX in a day ) to my home, my cell phone AND work. I have witnesses at work that can vouch for how often I repeated my story and tried to get this taken care of. I was assured over and over again by CS that my credit would not be marred since I was making efforts to get this misunderstanding handled. I was told the numerous letters and calls were just " routine ''. I even wrote the company directly ( letters attached ) to try and explain the whole matter one more time and ask that they clear my long-standing good credit history which was ruined. They not only have some very wrong facts and took a couple things out of context, but they said they would NOT help me out. This has all gone on for so long, that all the details and things I was told would cover several pages. Unless Carrington also eliminated all my conversation notes with CS ( they blocked me from XXXX ), there should be plenty of history to go with my account. I 've always had good credit and maintained exceptional relationships with any vendors. I did everything in my power to make things right and just could not get any cooperation from Carrington. And, the only department that can be reached by phone is CS and all they did was tell me anything to placate me at the time. No actions were ever taken by anyone and the stories told to me were always different with each CS representative.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-19

Tucson, AZ

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-19

Newport Beach, CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-19

Indianapolis, IN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Have lived in my home nearly 9 years. Mortgage company has contacted me recently to say that I live in a Special Flood Hazard Area and are requiring me to obtain flood insurance. My house has never been nor is currently in a flood hazard area. My home has n't moved during my tenure. When the mortgage company contacted me, they had already increased my escrow and began making payments for flood insurance from my escrow. Their letter said that I need to prove that I do n't live in a flood hazard area. I responded to them and insisted that THEY prove that I do. They have not responded nor have they reversed the money taken from my escrow account for the bogus claim of necessary insurance.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-16

Mabank, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: XXXX XXXX XXXX sold my home mortgage loan to Carrington Mortgage Company. I have been a homeowner for 20 years and have never been late on a mortgage payment until Carrington Mortgage company took possession of our mortgage loan. I use and have used XXXX to pay my bills for the last 20 years. I schedule my payments and have never had an issue. I always take advantage of the grace period for our mortgage and pay by the XXXX of each month. If I scheduled a bill to pay through XXXX on a certain date, it is always paid on that date. I was scheduling my payments for my mortgage to pay on the XXXX. That was working fine, and then one month they claimed they did n't receive the payment on time and charged me a late fee. After that, I always scheduled it to pay at least 2 days before the XXXX. Now this month I scheduled the payment to pay on the XXXX, XXXX assures me it was mailed and delivered in ample time to arrive at the mortgage company by the XXXX. I checked my bank account and the payment had not cleared and I received a call from Carrington mortgage saying my payment was due. I went ahead and paid the mortgage again so as not to incur a late fee. I strongly believe Carrington mortgage is purposely holding checks from clients who choose to use the grace period and accounting for them after the grace period ends. I am a good customer and a reliable customer. Fortunately for me, I have the extra income to make that payment so as not to incur a late fee or have it affect my credit record. I believe their procedures need to be investigated. I think they are trying to take advantage of people who are opting to use the grace period and charging late fees. I do not believe XXXX to be at fault, I have never had this issue with XXXX in the past and would like to lodge a complaint against Carrington Mortgage for purposely holding payments from those who opt to use the grace period so as to be able to charge additional fees.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-15

Houston, TX

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response