CARRINGTON MORTGAGE SERVICES, LLC
Consumer Complaints
There are over 3157 complaints on file for CARRINGTON MORTGAGE SERVICES, LLC. Dated between 2019-11-27 and 2012-05-22.
Complaints Page 8
2019-06-20
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-20
Hinkley, CA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I apologize in advance for this long complaint.
Our loan was bought out from XXXX XXXX XXXX by Carrington Mortgage and unfortunately it has not been pleasant. My first experience with them was when creating an account I chose paperless billing as I had with XXXX XXXX XXXX because our mortgage payment is automatically sent by our bank every month. One day I logged in to check something and I saw that the payment amount was higher which was alarming because I never received a notice in the mail and I had been paying the amount that was known to me to be the current payment amount for a few months after the payment amount had been changed. I immediately made a payment for the difference for that month and called and was told by customer service that a new escrow analysis had been processed and because I had signed up for paperless billing the escrow analysis is not sent by mail. I was worried about a negative reporting on our credit and she said because the difference was not a large amount they just continued to process the payment. I am grateful for that but if I had not logged in to my account my payment would have been short for months and I do understand that it is my fault for not logging into my account and seeing the update earlier. XXXX XXXX XXXX did my escrow analysis at the beginning of every calendar year which was what I was used to and they sent a paper notice in the mail advising me of the change despite having paperless billing. So needless to say I am back wasting paper because I do not want to miss out on important changes to my mortgage like I did before. So even though I missed the change that made a bad impression on me but what could I do because this is now my new mortgage company.
So this past month I received another escrow analysis for XX/XX/XXXX to XX/XX/XXXX and my payment was again increasing. When reviewing my homeowners insurance policy I noticed that the amount on my escrow analysis was {$740.00} and the policy amount was {$720.00}. I did make a change on my policy that dropped the payment to {$720.00} before the policy renewal was due. So I called to see why the escrow analysis was not reflecting the correct amount. The first person I spoke with was a lady in the escrow department and she did not see that the policy amount had been changed so she called the insurance department and we had a conference call. The second person I spoke with on the conference call was a gentleman who was not friendly at all and he told me that Carrington paid the insurance policy 45 days in advance of the XX/XX/XXXX due date for {$740.00} even though they received the amended declaration showing the new amount of {$720.00} in XXXX before the due date. He then proceeded to tell me that I needed to make a payment back to them to refund the {$27.00} that was overpaid because the escrow analysis will show what they paid as being the correct amount because that was what was paid even though they had the amended declaration showing the adjusted amount. The lady disconnected the call with the insurance department and told me she was a little confused because he did not explain himself well but once the refund of {$27.00} is mailed to wait 15 days and then call in and they can do another escrow analysis because the increase in my insurance payment is what caused my mortgage payment to go up. I asked her wouldnt the insurance company send Carrington a refund for the overpayment since they were the ones who made the payment. She said no that they would send the check to me which I thought was a little different but I didnt question her. So she said I could pay the overpayment amount myself at that time but if I paid over the phone or online there would be a fee for the payment so it would be better to mail it in. I told her I would call my insurance company to see if a refund check was mailed and asked her what the address was for the check to be mailed to. She gave me an address is XXXX, Ca.
I then called XXXX, my insurance company, and spoke with a lady and she said she would send a note to the accounting department with the updated address because it showed they sent the refund check to Carrington in XXXX. She said the refund check would not be mailed to me because Carrington made the payment, which is what I thought. She said to call back on Friday as it was Wednesday, to see if the check was mailed out.
I did not have the time to call back until the following Tuesday but before I called XXXX, I called Carrington again because I still was not understanding the reasoning during my initial call the previous Wednesday. So I explained my concerns to the lady that I spoke with, which was now the 3rd person I had talked to, about what I noticed on my escrow analysis. I also told her that Carrington has been nothing but a hassle since they bought our loan. There is an escrow cushion of over {$400.00} built into my escrow payment and with XXXX XXXX XXXX I could ask for the cushion to be removed and just to include the exact amount in my escrow payment that would cover the bills being paid out of my escrow account. She said that she was sorry but the escrow cushion is required and then proceeded to tell me as well that I needed to make the payment for {$27.00} and that if they reran my escrow analysis now my payment would go up again because the escrow account would be short which made no sense at all. If my insurance payment was actually cheaper then my payment should go down and if they reran the escrow analysis at that moment with the {$740.00} amount that is currently on the escrow analysis the payment would be the same because there are no changes to the account but I didnt question her. She then said I could pay over the phone and I told her I was advised that I was told I would have to pay a fee and she said that there are ways around that because a supervisor could waive the fee because of what was going on. I told her that I was never told that by the first two people I spoke with and that I was told if I mailed it in that I needed to wait 15 days and then call to have the escrow analysis reran. She said she did not that I should not wait 15 days because I need to have the escrow analysis reran as soon as possible so my payment amount can be adjusted. I told her I would call the insurance company to check on the status of the check.
I then called XXXX and explained that I was checking to see if the refund check was mailed to Carrington. She then said that they did not send a check to the address I gave them in XXXX because the accounting department said the refund check was sent to an address in XXXX XXXX, Texas and was cashed on XX/XX/XXXX. At this point I was pretty upset because I could see that I was getting the run around from Carrington. I got the complete address of where it was mailed to and the reference number and called Carrington again.
So the 4th person I spoke with was XXXX. I explained to him that my escrow analysis had the incorrect amount for my homeowners insurance and that I was instructed to send in the difference before my escrow analysis could be rerun but Carrington had actually received the refund amount and cashed it 6 months ago. So I asked why was the incorrect amount being shown on my escrow analysis and the correct amount for my insurance not being reflected on my account. He looked over the account and confirmed the refund was applied to my account in XXXX. He then said it was put back in my escrow account so that money was included when doing my escrow analysis so my escrow analysis was correct. I told him I can understand that the money refunded was included in my escrow analysis but the amount of my insurance being used to come up with the escrow amount was still incorrect. He did not understand what I was saying and again told me what he had just stated about the refund money. I asked him to pull up my escrow analysis so we could look at it together. When he pulled it up I asked him to look at the amounts listed for the next cycle of payments for XXXX that they totaled up and used to get the amount needed for escrow. He then understood what I was saying and said he needed to put me on hold and he was going to call the insurance department. After a few minutes he came back on the line and said that he reached someone and she could see that the refund was received and they had the amended declaration but she did not know why the correct amount was not updated and he asked me to hold again to see what she could do. When he came back on the line he said she was able to make the change and I needed to wait 24 hours because it doesnt update immediately on the escrow side and so to call back on Thursday then I could get a new escrow analysis done. I asked if she explained why the refund that was received 6 months prior was never applied to reflect my correct insurance amount. He said she said she did not know.
So I am hoping when I call in again tomorrow and talk to the 5th person about this that I can get a new escrow analysis and this saga will be over but I am filing this complaint because Carrington Mortgage obviously has some serious issues with their company that need to be resolved. My issue would never have been an issue if they would have updated my account properly 6 months ago. They have no issue cashing checks promptly and raising mortgage payments and adding exorbitant cushions for possible increases but when calling for help to rightly lower a payment no one understands what you are talking about and you have to jump through hoops to get it done. They dont even have the correct address for payments apparently since the check sent to Texas was cashed even though it didnt get sent to the XXXX address. Every person I spoke with was very adamant about making sure the refund was sent to Carrington before they could do anything even though they had an updated declaration and they had the money the whole time. Why could they not see that, especially the insurance department? Why did I have to find out from the insurance company and then call and make them see that the payment was applied? Why do I have to take time out of my day to call over and over again to have them do their job correctly? When I started reading reviews online about Carrington everyone who has had their loan bought out by them is very unhappy with how they handle their business.
I truly hope my husband will look into refinancing so we can dissolve all ties with Carrington and get a company that deals with their customers honestly and knows how to do their job properly. With all of the bad things in the media some years ago about XXXX XXXX XXXX I never had issues like I have had in this short time with Carrington. Carringtons message when you call says they are a debt collector and that is truly what they are and they treat their customers accordingly.
Company Response: Closed with explanation
2019-06-18
WA
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: My mortgage payment increased from {$730.00} to {$930.00}, due to an adjustment that was not specified by the mortgage servicers. This payment increase caused me to fall behind and trapped me into foreclosure ... there is a pending sale date set for XXXX. Since the loan is backed by FHA, I asked for mediation hearing to be completed per 24 CFR 203.604. Carrington Mortgage ( CM ) denied access to the mediation hearing. I also applied for mortgage assistance via FHA partial claim. Since I have paid FHA insurance for over 25 years, a partial claim should be definitely available for disbursement. Per FHA regulations 24 CFR Section 203.604, there is a requirement for all mortgagees to meet face to face with the borrower before serious delinquency leads to foreclosure. Both Carrington has refused to report loss mitigation information to FHA, so they are in violation of the False Claims Act ( FCA ) 31 USC 3729 -3733. Since Carrington has refused to address the critical issues within this complaint, I am seeking your assistance on this matter.
Company Response: Closed with explanation
2019-06-17
San Diego, CA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Failure to provide transparency for rate change as prescribed in our contract.
New rate calculated incorrectly.
Company Response: Closed with explanation
2019-06-16
Oxford, GA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: I made my mortgage payment on time for XX/XX/2019 but Ive been reported to the credit bureau because the company failed to include an {$8.00} increase due to my interest rate fluctuations. However I continue to have this issue often whenever my rate changes. Whenever I make a payment I never state the amount but when asked I always state to make the regular payment which clearly means what ever is due. The last time I had this issue I was told that the system sometimes doesnt have the same account information before if the payment was made on the weekend and my argument was thats a company problem.Carrington Mortgage doesnt allow you to speak to anyone unless you fax which makes it very difficult to resolve a problem immediately. XXXX XXXX XXXX never treated me like this but this new trade is causing me many unnecessary stress. I pride myself in maintaining a good payment history and credit report. Please help!
Company Response: Closed with explanation
2019-06-15
Dulac, LA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: The customer is constantly falsely reporting my account as late or delinquent and everytime I dispute it they correct it but report it again negatively a month or two later ... this has been going on for the past year and a half and Im tired of it
Company Response: Closed with explanation
2019-06-14
Blythewood, SC
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: During the government shutdown I spoke with Carrington about my inability to pay my mortgage ... they said I would be helped but they sent someone to my home to take pictures and continued to send me foreclosure notices in the mail ... the day the government shutdown ended they refused to take my payment without a {$20.00} up charge and they tacked on late fees and they didnt offer me any help ... I also tried to get a home line credit loan of which they gave me the run around and never gave me an answer ... Im still trying to catch up with my bills and I filled out a promise to pay request where they are refusing to accept that because now they claim I broke a promise which is not true .... I have tried to speak with them several times and they only give me the run around
Company Response: Closed with explanation
2019-06-14
Denver, CO
Incorrect information on your report
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-06-13
Windsor Castle, PA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-13
Phenix City, AL
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Carrington is saying I'm {$3100.00} past due. I have been paying Carrington since XX/XX/XXXX when they took over my loan. But now XXXX XXXX XXXX is asking permission from the bankruptcy court to foreclose on my home. I have been making {$560.00} ever since XX/XX/XXXX. My payment has increased to {$630.00} but Carrington has been letting me pay {$560.00} anyway and I make sure before I payment which amount I should pay. They record phone calls and they can do research to go back and they will have it on record them telling me to pay {$560.00}. I believe that the XXXX XXXX XXXX told them to let me keep paying the {$560.00} so they could complain to the bankruptcy court that I've haven't been making my payments. Today I paid 3 payments of {$1200.00} XX/XX/XXXX. I am really being harassed Carrington and XXXX XXXX XXXX and being retaliated against because of the complaints I have made about this problem! XXXX XXXX XXXX allowed me to make a partial payment of {$180.00} because I had some unapplied funds which XXXX XXXX XXXX applied to my XX/XX/XXXX payment and XXXX XXXX XXXX says I am {$3100.00} past due which is 5 payments since Carrington took over. I do have the letter which XXXX XXXX XXXX sent to me about accepting the partial payment of {$180.00} which was applied to the unapplied funds, to equal to the {$560.00} payment. And XXXX XXXX XXXX still wants to foreclose on my home!
Company Response: Closed with explanation
2019-06-12
Houston, TX
Trouble during payment process
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: Carrington Mortgage Company bought or took over my mortgage loan from XXXX XXXX XXXX XXXX of 2017 and every year the mortgage has gone up. This was not a refinance and I did NOT sign paperwork this was dealt with as a business transaction between those two companies. So why is my mortgage raising yearly and it Has NEVER done this? As well my previous time paying my mortgage has disappeared and it is like I have a new 30 year loan for a home I have been in 30 years. How is this possible and where has my payments to the previous mortgage companies gone that I have NO equity carry over and no time carry over either.
Company Response: Closed with explanation
2019-06-12
Grosse Ile, MI
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-06-12
Plymouth, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: To whom it may concern : Please see information attached which shows I signed and agreed to a modification on XX/XX/XXXX. Due to unemployment until XX/XX/XXXX, per the attached agreement I informed XXXX of my Employment and on several occasions contacted the office to put my loan back in good standing as Promised.Instead I now have a higher interest rate and also added interest separated from my principal in the amount of over {$37000.00} since XXXX I have paid more interest, and I have interest which is waiting for me to pay the loan in full. My loan was paid up by XXXX XXXXXXXX XXXX until i got a Job. When I started back to work the loan was caught up. I have tried to correct this for over 4 years. I am reaching retirement with my mortgage, in a situation that I was promised that the loan would be Refinanced or modified by XXXX, however when I called they told me they had no authority to do what they promised. I feel the promise was just to get me to sign the paperwork.Speaking to Representative after Representative then Mortgage transferred to still getting no help. Phone call after phone call has caused me so much frustration, I do not think at XXXX years of age I should have this battle, therefore I am really hoping to get this settled with help from CFPB. This is my second request for help, my property value is not increasing, and the home needs some repairs.I will be retiring in XXXX, and would like to do so in peace. I am providing the attached information. Regards, XXXX XXXX
Company Response: Closed with explanation
2019-06-12
San Jacinto, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I fell behind on my mortgage due to losing by business, Carrington never reached out to me to offer any assistance. I was never assigned a point of contact and was never told I could submit documents to be reviewed for assistance until I researched it myself. I feel as though I was never provided a fair chance or options to save my home and now I feel pressured to try everything I can in the short amount of time I have before the sale date to get something done. If someone from Carrington had informed me of my options I would not be in the situation.
Company Response: Closed with explanation
2019-06-12
Battle Creek, MI
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-06-10
Newnan, GA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XX/XX/2018 I submitted a cease and desist letter to my mortgage company, Carrington Mortgage Services, requesting all future communication and requests concerning my account be submitted to me in writing. I called Carrington today to inform them that I have not been receiving monthly mortgage statements nor can I access them on my online account. I was informed that my cease and desist request prevents Carrington from producing and providing my monthly mortgage statement in any form. I believe this practice violates my rights as a mortgagee and am submitting the this complaint.
Company Response: Closed with explanation
2019-06-10
Pine Bluff, AR
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-06
Buck, PA
Closing on a mortgage
Mortgage: VA mortgage
Complaint: Carrington Mortgage Services Approved a short sale by notification dated XX/XX/XXXX. The approval waived any deficiency amounts. Carrington then referred the deficiency to a collection agency, which mailed notices to the old address where I do not receive bills from Carrington and they are attempting to collect the deficiency. A letter from the collection agency, XXXX, was received on XX/XX/XXXX, dated XX/XX/XXXX.
Company Response: Closed with explanation
2019-06-06
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-05
Orlando, FL
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2019-06-04
FL
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-06-04
Mill Creek, IN
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I was running late on my payments for well over a year I would make the payments at the end of the month. I would always call them and post date a check for when I could make the payment. I have been on time now for the last 13 months. I set up an online account with them only to see they offer you setting up a Promise to Pay with them and they will not charge you a late fee. I have over {$600.00} in late fees sitting on my account that I feel if they would have let me know that such a thing existed I would have not been charged those fees especially because all along I always communicated with them and feel that I should have been made aware of that only for them to be able to charge me an extra almost {$50.00} a month. I did ask them if they would kindly reverse the fees because I feel like I should have been made aware I could have done that so I did not Incur the fee if I could have prevented it and they refuse. I feel like its unjust. Please help!
Company Response: Closed with explanation
2019-06-03
Woodland, WA
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-06-03
South Florida, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: After 11 years with my bank lender, my loan was sold to Carrington Mortgage services.
My loan was transferred and I was obligated to make payments to them starting in XXXX 2019.
I've never been late EVER in my mortgage history with any mortgage lender.
I've never missed a payment with any mortgage lender EVER.
I've always provided documentation when requested in timely manor.
In the last two months with Carrington Mortgage Services, I've made many phone calls to them since taking over the servicing of my loan. I've have not been happy or successful in getting three items resolved.
1. I've never received a written statement stating what changes being made to my payment due to something they call DSI. I did receive a letter saying that they were increasing my escrow amount. I had to go to their website to find out about the DSI and escrow money owed. Once I saw I owed, I paid the DSI and the change in my escrow amount through their website immediately in addition to my mortgage payment. They came up with amounts of {$1.00} twice, {$220.00}, and {$86.00}. The payments I tried to make on their website for the {$1.00} and {$86.00} would not be accepted because my payment was under {$100.00} dollars. They don't accept payments under {$100.00} so I then made a {$100.00} payment to cover those small items since that's the way their website works. Even though they had my {$100.00} in their bank account they didn't credit it to my account.
2. I know my mortgage payments are due on XXXX of each month. When I didn't see an automatic withdrawal of my bank account I set up on XXXX/XXXX/2019 I called them. The first letter identifying that Carrington set up my CMS DirectPay was on XXXX/XXXX/2019. It stated that automatic draft of my monthly payments would begin on XXXX XXXX, 2019. I set up my payments to pay two weeks earlier than when due. Eventhough the letter received said it was set up and processed, they didn't take from my account when due. I called and made a payment immediately. I am being charged a late fee and more importantly, considered paying late. They said the CMS DirectPay was set up. They also didn't send me a mortgage statement and they tell me they weren't going to do the CMS DirectPay and that I needed to make myself. I've never been late on any type debt in my entire life.
3. My primary residence with regard to this loan is a condominium. I received many letters in the mail for Proof of Insurance for Flood and Fire. I provided both immediately which came on the same Accord proof of insurance form. The Proof of Fire was accepted but the Proof of Insurance on Flood was rejected. Its the same Accord Proof of Insurance I've been providing to my bank lender for the last 11 years. Its a standard form providing proof of insurance. It is a +/- 280 condominium property. Carrington send me a letter dated XX/XX/XXXX that if I don't provide an acceptable proof of insurance for flood, they will force placed Flood insurance on me for XXXX XXXX.Next day on XX/XX/XXXX I received a letter that I am now charged {$1400.00} on flood insurance for my condominium which has existing flood insurance on it. The reason for the rejection is because we are in two side by side buildings with the same address. They want my proof of insurance for flood to state which building I'm in on form. Its the same address.
Company Response: Closed with explanation
2019-06-01
NY
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Carrington Mortgage has requested numerous documents over and over again at one point they claim they have every document to complete a loss mitigation package.
Either you get a request for the same documents or something that you sent to them months ago.
One explanation for denial of the loan modification was the loan had exceeded the numbers of modifications by the investor.
Another explanation was that he did not have enough income,15 full loss mitigation packages have been submitted to Carrington Mortgage and they have requested at least 30 other documents to go with the package.
Representatives call Mr. XXXX requesting more and more documents they even advise him to send documents that they did not request.
For example : one agent called him and asked for documents that were submitted at least three times before and Mr. XXXX received a proposed social security benefit letter for a sum of money. He followed the advise and then they tried to verify the benefit he does not have it yet because he is not old enough to receive it. They had an auction date scheduled for his home and they just played a game with him and then told him that the sale date was too close and he did not have a completed package so the sale could not be stopped.
Carrington rejected his 4506T because he did not have XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Missouri XXXX - XXXX They never gave him that information before.
He spoke to XXXX, XXXX to name a few. They pass the call from one to five people on each call. Mr. XXXX wants to save his home! Please help him
Company Response: Closed with explanation