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 84
2016-03-06
NY
Loan servicing, payments, escrow account
Mortgage: Conventional adjustable mortgage (ARM)
Complaint: DEMAND FOR CFPB INTERVENTION ON ELIMINATION OF " ZOMBIE DEBT '' MAINTAINENCE ON CRA 'S!!!
Attached are XXXX or several old mortgage debts that went into default many years ago, some may in fact be well over seven ( 7 ) years since they first went into default. If a full investigation was performed by the original procuring bank on any or all of these mortgages that are still on my credit bureaus, a determination can be made as to care of the property : 1 ) if the property is occupied, 2 ) if the property is an issue pertaining to urban blight, 3 ) or if the property has been seized by any servicing agency through a legitimate foreclosure process. Accordingly, I believe that the CFPB must without exception move quickly into the devastation being done to consumer 's credit on mortgage, credit card and student loan debts that simply are not collectible, and that the total responsibility on this abuse sits with the debt service/collection industry. In fiscal year XXXX, the Federal Trade Commission, the oversight federal agency of the Consumer Financial Protection Bureau, made a determination that the debt collection industry in relation to the application of the legal application of the Fair Credit Reporting Act and the Fair Debt Collection Practices Act is broken. The introduction of the " Consumer Reporting Fairness Act '' is a great step to improvement of that system. Now the FDIC is stepping with guidelines towards abandoned properties. There are several methods the FDIC would like to see happen to limit foreclosures. The FDIC finds that there are unlimited foreclosure processes that simply are not necessary, that workout arrangements can be made without the long and costly legal process, a process that eventually is paid for by the FDIC, and eventually the United States taxpayers. The FDIC has established a very specific criteria on how banks should approach the foreclosure market, otherwise known as the " Zombie Market ''.
1 ) Obtain and use the most current market value information on the property and use current valuation information when making the decision to initiate, pursue or abandon the foreclosure process.
2 ) Implement criteria for determining when their lien ( s ) should be released due to the financial considerations they may face due to stopping the foreclosure. In some cases, the institution may face litigation.
3 ) Notify appropriate state or local government authorities such as tax authorities, courts, or code enforcement departments of their decision to abandon the foreclosure process, and they must comply with the applicable state and local laws.
4 ) Notify the borrower ( s ) that they will no longer be pursuing foreclosure, whether or not the mortgage holder has released the lien, the borrower has the right to occupy the property until a sale or title transfer occurs, and that the borrower is responsible for the remaining balance on the mortgage loan and for maintaining the property.
5 ) Use reasonable means to contact the borrower in order to provide the notice described above, particularly in cases where the borrower vacated the property because the foreclosure process was initiated.
Company Response: Closed with explanation
2016-03-05
Lewisville, TX
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: We 've made multiple attempts to cancel and obtain a clear reconciliation of our escrow account since 2014. We 've contacted CMS by phone and letters ( via fax per their instruction ) to no avail. In many cases, we received no response. The responses that we have received have been conflicting. Our monthly payments have continued to rise since opening an escrow account with CMS, although we 'd been told that they would decrease after we 'd paid the escrow balance off, which we 've done.
Also CMS recently informed us by phone, that their records indicate that our mortgage loan is set up on a term that is incorrect. They claim that we have an ARM although we have documentation from CMS as late as XXXX 2014 stating that we have a 30 year Fixed Rate Mortgage. We have not completed any refinancing or modifications since that time. We 've spoken with countless reps, supervisors and departments over this period, and have not been able to receive any clear answers or resolution. Although we document the names of reps that we speak with, and they advise that they are documenting the system and/or requesting escrow account audits, we call back to only find that neither have been done and we have to start from square one with each CMS representative that we speak with. We have exhausted all resources with CMS to try to and resolve these matters with no success so engaging CFPB to assist us.
Company Response: Closed with explanation
2016-03-04
Clinton, MD
Loan modification,collection,foreclosure
Mortgage: Other mortgage
Company Response: Closed with explanation
2016-03-04
West Newfield, ME
Making/receiving payments, sending money
Bank account or service: Other bank product/service
Company Response: Closed with explanation
2016-03-04
CA
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: Carrington Mortgage charged me bogus property inspection fees every two weeks. They also put my payments in a suspense account and charge me late fees and report late payments to the credit reporting agencies. On XXXX XXXX they mistakenly took out XXXX payments for my mortgage when I had previously called to cancel XXXX. They have put me under financial strain and caused me to be late on other bills. My auto payment is late as well as utilities and credit card payments. Please help me
Company Response: Closed with explanation
2016-03-02
IL
Loan servicing, payments, escrow account
Mortgage: VA mortgage
Complaint: As of XX/XX/XXXX the State of Illinois has granted XXXX % exemption from property taxes to any veteran homeowner who is considered XXXX or more XXXX by the Dept of Veterans Affairs.Carrington Mortgage services has been provided with this information and my rating with the VA.I am rated XXXX % total and permanent.They are stating I must wait for the second installment tax bill before they act.The state has already stated in this letter that I will recieve a refund of the first installment payment.This letter also states that no future tax bills will be due as long as my rating is unchanged.ref ; XXXX % XXXX.It does not state the mortgage company must wait to make any changes or refund any monies being held for a payment that will never be due.
Company Response: Closed with explanation
2016-03-02
Glendale, CO
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Company Response: Closed with explanation
2016-03-02
Stilesville, IN
Loan modification,collection,foreclosure
Mortgage: FHA mortgage
Complaint: XX/XX/XXXX we were contacted by XXXX XXXX a Carrington mortgage loan officer, with a proposal on refinancing our mortgage loan for a lower rate. During this time we were in need of a break financially due to the fact that my hours were being cut short due to it being the slow season at my job ( XXXX ). So we took XXXX XXXX proposal and completed all required documentation for the refinance process. We received a call from him on XXXX XXXX advising that we did not need to make a mortgage payment XX/XX/XXXX because we would be closing on the refinance by the end of the month. His exact words were " Take your wife out to dinner because you do not have to pay your mortgage for the next two months, ( XX/XX/XXXX and XX/XX/2015 ). We were very surprised at how easy the process had been to be refinanced. We waited about a week and began to receive calls form Carrington Mortgage Customer Servcie stating that we need to make a payment. We then contacted XXXX XXXX and he assured us that we would be closing by the end of the month and that we did not need to make a payment. A week rolled by and we had n't heard anything from XXXX XXXX so my wife along with myself began to call XXXX XXXX to try to get some direction as to the next steps in the process. We did not receive a response from him. We called him over 20 times and called the customer service center for updates on the account and kept being told that they could n't give us any information and that only XXXX XXXX or someone in the refinance department could let us know where our file stood. We were lost and the month was almost over. We then contacted and spoke with several supervisors in that dept that were not any help as well. The first week of XXXX XXXX , XXXX contacted us and apologized regarding him not contacting us regarding the refinance because he was on vacation. He claimed that he submitted our file to the processor to have them schedule someone to come out and do the closing but the processor did not complete it. He claimed that he did not want to place the blame on the processor but he did n't want to take the blame for it either. We were distraught. We worked hard to ensure that all of the information requested was turned in and trusted the information that was provided by XXXX XXXX was accurate, When in turn it has hurt us in the long run. We now have negative marks on our credit and now getting collection calls and activity. On top of the issues that we had with XXXX XXXX we were then advised to request modification of the loan to help us get caught back up instead of the customer service dept offering us an option to make payment arrangements. I have faxed and emailed several copies of a complaint letter for the inconveinice that my family has experienced due to the negligence of their internal process. I have yet to get a respone to the fax or email that was sent. I have records of all forms and letters that have been sent to Carrington Mortgage and can send them at your request.
Company Response: Closed with explanation
2016-03-01
Greenwood, IN
Credit decision / Underwriting
Mortgage: Other mortgage
Company Response: Closed with explanation
2016-03-01
Bridgeport, CT
Disclosure verification of debt
Debt collection: Mortgage
Not given enough info to verify debt
Company Response: Closed with explanation
2016-03-01
Natrona Hts, PA
Loan modification,collection,foreclosure
Mortgage: FHA mortgage
Company Response: Closed with explanation
2016-03-01
Millville, CA
Loan servicing, payments, escrow account
Mortgage: Other mortgage
Company Response: Closed with explanation
2016-03-01
Glyndon, MD
Loan servicing, payments, escrow account
Mortgage: Other mortgage
Company Response: Closed with explanation
2016-03-01
Bedford, TX
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: My mortgage was sold from XXXX XXXX to Carrington Mortgage. First off Carrington imposed their own insurance when I already had mortgage insurance with XXXX XXXX, had for years. All documentation was sent to Carrington as proof of insurance. The imposed insurance created a shortage in escrow. When Carrington added my insurance they added it twice thus charging me twice for coverage and increasing my monthly payment by {$340.00}. Have called many times and try to resolve the issue. They have accepted they made a mistake when adding the insurance to escrow account, however, they refuse to run a new escrow analysis to adjust the payment. They said they would spread the amount over 36 months to bring my monthly payment down, money I have to pay for their error, they failed to do that as well. I have called 7 different times to resolve this issue and there is no resolution. Once the customer service representative just said you have a good day and ended the call. I do not know what else to do or if and what rights do I have, is my only option to loose my house or keep paying the raised amount?
Company Response: Closed with explanation
2016-03-01
IL
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: I contacted Carrington Mortgage tonight and was trying to make a mortgage payment on my home. I fell on hard times with a XXXX XXXX 13 months ago, and have been running 3 months behind for around 6 months. They have never had a problem taking my payments but for some reason tonight was different, they would only accept 2 payments at this point and would not be able to apply the single payment. The person kept stating that if I want a supervisor to come on the line and tell me the same exact thing, they would be more than happy to do so. I discussed them taking my payments for the past 3 months and I kept getting the same answer. We ended the call in shock wondering how or when we could get the second payment tonight, because we were reminded that we would owe 3 payments starting XXXX. Being desperate I found and received the money though other means and put the money into my bank account. After returning home I made the call and and told the rep I wanted to make a payment, she rudely stated that " XXXX XXXX you will need to make 2 or more payments today on the account ''. I let her know I was aware of that and told her I have the money from both my checking accounts. I never knew it would be so painful to get the treatment I got from this person and the supervisor that I dealt with both times, they were refusing, due to policy, to take my payments from XXXX accounts. I became angry at the situation and asked for a XXXX, the rep stated " You want me to get a manager to tell you the same exact thing that I just told you? '' I stated I wanted to speak to a manager and not her, in a harsh tone. The supervisor that came on the phone was the same supervisor as before, she was sure to make this known, and proceeded to belittle me during the call stating they could not make 2 payments from separate accounts but she would make a " One time, get this one time and I do n't even know if I will get in trouble for taking these from you '' I could not believe that I was receiving treatment like this from a mortgage company. Please listen to both of the calls, I was informed that they are recorded calls. I was courteous through the whole call except when they would not except payment from XXXX accounts after I had just gone through the embarrassment of finding the second payment through other means. Yes I have fallen on hard time, what American has n't? I 'm still alive and trying to save my home and to be treated the way I was tonight is just wrong in anyone 's eyes. My spouse is in the mortgage servicing industry and would have been released from her duties if she had interacted with a customer as this company did. The reason they would not let us make a payment was the layers in their legal department told them they were doing things all wrong and they should n't be accepting payments as late as they have been. What type of company would rather foreclose than take a payment? Why are the representitives in this company as rude as they are? I do n't feel entitled, I 'm not a special case, and I 'm not looking for a handout. I just wanted to make a payment on my home.
Company Response: Closed with explanation
2016-02-29
Northside, NC
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: Whenever I attempt to make a payment over the required amount to Carrington Mortgage, it tells me that I can not make a payment over required amount. If I go to submit a payment after, it tells me that I can only make 1 payment a day. If I go the next day to make an additional payment to the mortgage, it tells me that I can not do any additional payments.
Company Response: Closed with explanation
2016-02-28
Oak Grove, MO
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: Carrington Mortgage overpaid our insurance company. So on XXXX XXXX, 2016, I submitted a payment for {$1400.00} plus the {$15.00} phone charge to assure the entire payment was applied to the escrow account. I was given a confirmation number and assured all the money would be applied to escrow. Today, XXXX XXXX, 2016, I received notice they applied part to my escrow and part to a mortgage payment, effectively screwing me out of {$200.00} and raising my monthly payments by {$55.00}. What a convenient way to get more interest from our loan. I have read so many complaints against them. It was not our choice to have them as a mortgage company. Principal mortgage sold our loan a little over a year ago and it has been nothing but a hassle ever since.
Company Response: Closed with explanation
2016-02-26
Seattle, WA
Loan modification,collection,foreclosure
Mortgage: FHA mortgage
Company Response: Closed with explanation
2016-02-26
Collierville, TN
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Company Response: Closed with explanation
2016-02-26
Oxford, GA
Loan modification,collection,foreclosure
Mortgage: FHA mortgage
Complaint: Carrington Mortgage Services has been a nightmare to deal with. They lied about postponing the foreclosure sale date and working with my on a modification. I spoke to them on Tuesday and was assured that they were reviewing my application and everything was fine. I received a call today, did not bother to even leave a message and I called back to inquire about the call. I was told my modification was denied and the sale date was set for XXXX which is 4 days away. The lady on the phone was rude and kept screaming at me telling me that I did n't have enough income and other issues so no to bother trying to reapply. I am about to be homeless because a greedy bank does shady and unethical things to kick people out of their homes. I was told not to even bother trying to do a short sale because I would n't have time. There is no customer service and no one to talk to that will listen or at least try to help. They lied to be stop me from looking at other alternatives such as short sale or deed in lieu. Predatory practices and simply immoral.
Company Response: Closed with explanation
2016-02-24
Lena, OH
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: XXXX XXXX XXXX sold my mortgage to Carrington. I had no notification from either company. Carrington immediately filed a letter of foreclosure and refused my payments. I tried to work with them, but received a letter saying I had declined their plan, I did not receive a plan. Now I am losing my home
Company Response: Closed with explanation
2016-02-23
Jacksonville, FL
Loan modification,collection,foreclosure
Mortgage: FHA mortgage
Company Response: Closed with explanation
2016-02-23
WA
Loan modification,collection,foreclosure
Mortgage: Conventional fixed mortgage
Complaint: We have tried to resolve the issue with Carrington ( CMS ) without success, so we are submitting it for assistance.
In this email, please find the escalation and borrower authorization forms. The second attachment is a " resolution letter '' from CMS dated XXXX/XXXX/XXXX, which chronicles a recent escalation made by XXXX XXXX. It is important to note that any references I make to the Handbook is referring to the most current MHA Handbook XXXX, unless otherwise stated.
The attached response letter from CMS basically concludes that XXXX XXXX was not eligible for any modification options and that the foreclosure sale was going to take place without any intervention. They state that " it is important to note that similar to HAMP guidelines, CMS guidelines also renders a loan ineligible to receive an alternative loan modification after receiving and defaulting under a HAMP Tier II TPP or a permanent HAMP Tier II loan modification under the same circumstances as outlined above. For this reason, CMS has declined the borrower 's subsequent requests for mortgage assistance for consideration under all loan modification programs. CMS continues to respectfully decline the borrower 's request to reconsider the loan for another loan modification. Currently, the loan is in an active foreclosure status with a foreclosure sale scheduled to occur on XXXX XXXX, XXXX. '' It then references MHA Handbook version XXXX as the basis of fact for their denial, even though version XXXX of the Handbook was severely outdated as of the date of their letter ( it was published XXXX XXXX ). XXXX XXXX then filed bankruptcy in a last-ditch effort to save the house. When we called XXXX in XXXX XXXX, they again confirmed that XXXX XXXX was being denied due to " multiple modifications '' and referenced this same letter as the basis for denial.
Below is a confirmed list of workout options the borrower has had on his loan ( this information is also stated in the letter ) : 1. XXXX XXXX - In-house modification 2. XXXX XXXX - XXXX In-house modification 3. XXXX XXXX - HAMP2 Trial Period ( defaulted on 2nd payment ).
Section XXXX of the Handbook ( Streamline HAMP Eligibility ) states that " a borrower may not receive more than XXXX permanent modifications or default on more than XXXX TPPs ( or a combination of both ) with respect to the same loan under HAMP. '' XXXX XXXX has not received any permanent loan modifications under HAMP, and only received XXXX TPP under HAMP. He further meets all basic criteria for HAMP eligibility as outlined in section XXXX, so he should have been deemed eligible for review.
CMS did not follow the guidelines set forth in the current Handbook, nor did they access any of the published supplemental directives that were available from XXXX to present. They further did not comply with any of their other obligations as outlined in their XXXX agreement with the treasury, which states that servicer a should " use reasonable efforts to remove all prohibitions to its authority, and use reasonable efforts to obtain all third party consents and waivers that are required, by contract or law, in order to effectuate any modification of a mortgage loan. '' I have also attached that if it is needed.
For the reasons outlined above, we are formally requesting to have XXXX XXXX properly reviewed for Streamline HAMP.
Thank you, we look forward to hearing from you.
Company Response: Closed with explanation
2016-02-23
Collingdale, PA
Loan modification,collection,foreclosure
Mortgage: Other mortgage
Company Response: Closed with explanation
2016-02-23
Las Vegas, NV
Communication tactics
Debt collection: Mortgage
Called outside of 8am-9pm
Company Response: Closed with explanation