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 85
2016-02-22
Effingham, KS
Loan servicing, payments, escrow account
Mortgage: Other mortgage
Company Response: Closed with explanation
2016-02-22
Kirkland, WA
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Company Response: Closed with explanation
2016-02-22
IL
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: I submitted a change to my AUTO DRAFT AUTHORIZATION to Carrington Mortgage that took them 96 days to process and put in place ( submitted XXXX/XXXX/2015 ). Because of Carrington 's failure and negligence to process the auto draft authorization request in a timely manner ( 45 days as stated in their form ) the XXXX 2015 payment was drafted late and is effecting my credit. I have sent several requests in writing to Carrington Mortgage and have been getting the run around from them. First Carrington responded with a letter saying that the request required a TRUE Signature. I submitted the request again with a TRUE signature and received a response that the signature did not match what they have on file? I again submitted my request and never heard back from anyone. I do n't know who 's signature they claim to have on file that does n't match mine? This practice is not acceptable!
Company Response: Closed with explanation
2016-02-22
Tunnel Hill, IL
Loan servicing, payments, escrow account
Mortgage: Other mortgage
Company Response: Closed
2016-02-22
Bremen, GA
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: In XXXX my husband and I bought our house. Our loan was through XXXX XXXX XXXX and our escrow payment was set to include enough for our homeowner 's insurance. XXXX XXXX XXXX paid those homeowner 's insurance bills for XXXX and XXXX. In XXXX XXXX our loan was sold to Carrington Mortgage, who also raised our payments. Our escrow was supposed to carry over and continue to accrue enough for homeowner 's insurance. I recently was in my account online and saw that it said we had no escrow for our homeowner 's insurance. Come to find out that, for whatever reason, this was not carried over like it should have been. Now I am faced with an almost XXXX dollar homeowner 's insurance bill that is due in a month that I was obviously unprepared for because I thought that my mortgage company would continue to put aside money in escrow for it.
Company Response: Closed
2016-02-20
Odell, OR
Loan servicing, payments, escrow account
Mortgage: VA mortgage
Company Response: Closed with explanation
2016-02-19
Tibbs, MS
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: I received a letter from Carrington Mortgage, who bought my home loan from XXXX XXXX XXXX in XXXX of 2015, stating that they were going to start foreclosure proceedings since I missed my XXXX 2015 house payment. I received the letter in XXXX. I called and was told to send all of my bank statements proving that I did indeed pay. I faxed all of my statements as requested and the XXXX payment was noted as well as the past 4 months payments. I was sent a letter requesting front and back of check to prove who indeed cashed it. The statement clearly states that the check was converted to an ACH payment and the front and back of check is not available! I called XXXX XXXX, my local bank, and the branch manager, XXXX XXXX, requested the front and back of check from XXXX XXXX who handles the account for Carrington. XXXX XXXX has not responded and I have received a second letter stating that they are starting foreclosure proceedings ... what can I do???
Company Response: Closed with explanation
2016-02-19
Warrenton, VA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: I paid my mortgage on time through the XXXX bill pay service, and have a history of paying it on XXXX or XXXX of the month for 6 months with Carrington, without any issues. However, in XXXX, I scheduled my payment for the XXXX and Carrington attached a late fee saying the payment was received after the XXXX. I checked with XXXX and verified the payment was delivered on time, with my financial institution. However, Carrington did not process the payment until XXXX XXXX. On XXXX XXXX, I faxed a copy of the check reflecting delivery date and payment on time, along with a letter to Carrington, asking them to waive the late fee since payment was received on time. They held the money and processed the check, which is no fault of mine. In XXXX, I received XXXX nasty notes, collection and a late fee notice of XXXX from Carrington. I called and spoke with their rude representative, XXXX ( # XXXX ) and asked for resolution. I asked to speak with her supervisor and she told me I could not. She only gave me his # XXXX, but would not give me a name. She said she could not provide resolution and she now needed copies of my bank statement, which I refused to send her and let her know. This has to be a violation of some financial rule or regulation to safeguard consumers. Why would they need my banking statement with my PII information. I informed them that I filed a complaint with CFPB and today followed up with their consumer advocate department ( XXXX ). I am seeking resolution and the late fee and any implications waived.
Company Response: Closed with explanation
2016-02-18
Glenn Heights, TX
Loan servicing, payments, escrow account
Mortgage: VA mortgage
Company Response: Closed with explanation
2016-02-18
Berkeley, NJ
Incorrect information on credit report
Credit reporting:
Account status
Company Response: Closed with explanation
2016-02-18
Warrenton, VA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: I have paid my mortgage to Carrington Mortgage company between the XXXX, every month for the past 7-8 months. I have a history of paying on time, never late. My XXXX payment was no different and paid via electronic bill payer from my XXXX account on the XXXX. Any payment received after the XXXX of the month is considered late. In XXXX, I received a past due notice and late fee from Carrington. I immediately called and faxed proof of payment to Carrington from XXXX bank and followed up with a call. Today, I received another past due note and late charge from Carrington. I immediately called and spoke with a representative. I asked to speak with a supervisor when she said my letter and proof of payment was not adequate to request the late fee be removed, it 's their policy, she said. She asked for copies of my banking statements. I stated that they have adequate documentation that the mortgage was paid by me, before the XXXX by my financial institution. I informed the representative that I have already been preapproved to transfer my mortgage to XXXX because of the awful customer service. My loan was originally with XXXX until Carrington purchased it. I have had nothing but problems since the bought the loan. This organization operates like a preditary collection agency, not a mortgage company. Their voice recording in calling informs callers they are a debt collection agency ( mini marinda ).
Company Response: Closed with explanation
2016-02-17
GA
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: I am a first time home buyer and purchased my home XX/XX/2014 I have a FHA mortgage. My mortgage was sold from XXXX XXXX to Carrington Mortgage by XXXX. Everything went smooth has this is not the first time my mortgage had been sold. Carrington sent with out warning a few months into making payments to them ( always on time ) that I was in " intent to foreclosure '' due to a late payment. I have never been late. So when I called to ask the original statement given to me was that " XXXX did not receive a payment from me prior to the sale of my mortgage '' I called XXXX and they had no record or notes of contacting Carrington of a missing payment. Also they noted that there was no missing payments on the account. They would never sell a mortgage that was not in good standing. They ( XXXX ) spoke with Carrington and sent documents to verify. Carrington begin again calling me with harassing phone calls. Customer Service agents clueless of what was going on and stated all they knew is that I was missing a payment. Carrington would not allow me to speak with the " research department or assign me direct contact with one individual to handle the case '' I received numerous harassing phone calls. The latest correspondence was from a XXXX XXXX who stated she just needed a bank statement from XXXX XXXX XXXX to prove the XX/XX/XXXX payment was made to XXXX. ( XXXX has been contacted multiple times at this point and is baffled by the poor customer service and statements that Carrington is making ) I went above just sending a bank statement I sent multiple statements for the entire month, with written explanations. I also sent documented from XXXX " proof '' of said payments. Carrington is now wanting my signature on documents. Another stall tactic. I have sent plenty of proof documented and verbally. Prior request and documentation has been sent and they never once asked for a signature on any documents I have sent. Also note on latest correspondence no visible name or readable signature of who/whom the correspondence is from. See evidence attached. Contact for additional evidence and recorded phone conversations.
Company Response: Closed with explanation
2016-02-17
Hialeah, FL
Loan servicing, payments, escrow account
Mortgage: Other mortgage
Company Response: Closed with explanation
2016-02-17
Memphis, TN
Loan modification,collection,foreclosure
Mortgage: FHA mortgage
Complaint: Submitted payment through the only means Carrington Motgage Services would make available, XXXX XXXX {$1600.00}. Carrington Mortgage Services declined payment. They are demanding full payment and I ca n't do that. It is over {$5000.00}. In addition there is no way to make a current payment. I have applied for the loan to be modified but I get the impression they are simply trying to drive me out of the house
Company Response: Closed with explanation
2016-02-17
Bowie, MD
Loan modification,collection,foreclosure
Mortgage: Other mortgage
Company Response: Closed with explanation
2016-02-14
Elgin, IL
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Company Response: Closed with explanation
2016-02-10
Oxford, GA
Loan servicing, payments, escrow account
Mortgage: VA mortgage
Complaint: Until XXXX XXXX my home mortgage had all payments up-to-date and was with XXXX XXXX XXXX. Couple of weeks prior to XXXX XXXX, I received notification that my account was being sold to Carrington Mortgage services, nothing would be changing other than the payee, and all payments would remain the same. I began making monthly mortgage payments to Carrington XXXX XXXX, {$890.00} ( principal and escrow ) and {$100.00} ( addl principal reduction ) total $ XXXX monthly. All appeared to be a smooth transaction until I received letter in XXXX XXXX stating my monthly mortgage payment is increasing to {$1100.00}, which is a {$230.00} increase, with no explanation as to why. I called Carrington Customer service to inquire as to why the increase and got multiple explanations as to possible shortages, last of which was because of an Escrow shortage. At which Customer service transferred me to Escrow dept. Escrow dept said my escrow acct was short for XXXX taxes. I informed them that I was viewing my XXXX county taxes and it showed no shortage and actually showed an over payment. So Escrow now transferred me to Tax dept. Tax dept reviewed and said yes they over paid {$890.00} and XXXX county had returned the payment to Carrington so they had to do another escrow forecast re-evaluation to determine correct escrow amount, but to keep from being late on my payment, I was to go ahead and make my normal monthly mortgage payment. I made the payment and awaited the re-evaluation results. I started receiving collection calls from Carrington a week later in which I explained what had taken place earlier ( incorrect tax payment by their company, waiting for re-eval, and the payment I had already made ). The agent explained that Carrington showed me as delinquent for full payment bcuz they could not apply what I paid bcuz it did not match what their system showed I owed and they had also added on a late payment charge. I asked if the re-eval had been completed and the agent said it had and the full amount was still owed. I asked that she send me the Escrow re-eval in the mail. I have since received the Escrow breakdown and it does not appear to have changed. Still attempting to keep my account current, make mortgage payment, and get a clear understanding of why there was an increase I contacted Customer service again. This rep stated it was due to shortage in XXXX and the add on of a {$600.00} escrow cushion. I explained that there was no shortage, I am a XXXX veteran, I have never been charged nor heard of an Escrow cushion, and that there was actually an over payment. She then transferred me to Escrow. Escrow rep then stated it was bcuz of a shortage in XXXX and that I only paid {$600.00} in taxes to XXXX leaving an outstanding balance. I explained I had my taxes before me and that it was paid in full {$1300.00}. She then transferred me to Tax dept, and I explained again. She asked the amount I show paid and confirmed my Parcel ID number. She then stated that they would have to submit another re-evaluation to correct yet another of their mistakes and get the correct Escrow amount. I am still making monthly payments but feel they are not applying the payments so they can add late payment and other charges, I do not understand as to why I would now be getting charged a Escrow Cushion so they can earn interest on money not being applied to my principal nor required for my Taxes nor Insurance, and feel they are attempting illegal mortgage lending practices. I feel that if I was not aware of my Taxes and Insurance payments ( current and past ), I would just be making payments without explanation as to why, and still do not feel Carrington will return with a Totally true explanation as to what I should be getting charged.
Company Response: Closed with explanation
2016-02-10
Concord Farr, TN
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Company Response: Closed with explanation
2016-02-09
VT
Loan modification,collection,foreclosure
Mortgage: FHA mortgage
Complaint: After going through a divorce I fell behind on mortgage payments by 3 months totaling about {$3500.00} of back payments owed including all escrow. The new mortgage servicer for my FHA loan on my property, Carrington Mortgage Servicing has been aware of this issue, my loan was sold to them XXXX XXXX after being serviced by XXXX XXXX XXXX for about 6 years prior with no issues. As of XXXX XXXX XXXX I contacted and agent to schedule a payment for XXXX XXXX XXXX to pay up my back payments to make the loan current. The rep took my information & indicated that everything was all set & there were no problems awaiting, no mention of foreclosure, or offers for mortgage assistance were offered. After returning home from 2 weeks away I returned to my house on XXXX XXXX XXXX to find that Carrington Mortgage Servicing had changed the locks on my home, entered my home and shut off the water, the heating system, drained pipes, winterized my house & moved my furniture around, opened my closets, basically tearing through my home without my authorization, notification or knowledge. They had affixed no trespass notices to my doors stating that the property was in possession of Carrington Mortgage. This was all out of the blue, I had not been previously contacted by Carrington ( by phone, email, etc ) alerting me of foreclosure, was not served with papers stating that I was in foreclosure. Per the conversation with their call center to schedule payment on XXXX XXXX there was nothing indicating that this would happen. I have health issues & am also XXXX months pregnant, all my clothing, furniture, personal belongings, & medications were locked inside my home & I was left stranded out in the cold XXXX degree weather that day. After calling the number on the notice taped to my door & being shufled through many unhelpful agents, I was connected to the Property Preservation Office who had part in authorizing this lockdown on my home. After searching through their system at first unable to locate me or my loan at all, they found me & agreed to let me back into my home, providing little explination. Upon re-entering my home I found it to be left unlivable, with an inoperable heating system, no water, or functioning bathrooms. The cost for me to undo what they did would prevent me from catching up on payments, and due to this event I have had to find alternative housing until I can make my home operable again. I am also in fear of Carrington trying to re-sieze my property if I can not make the full requested payment on the XXXX of XXXX, due to the fact I have to pay a plumber to restart my home 's systems thanks to what they did. This whole situation was grossly mishandled by Carrington, they did not follow the standard procedures in offering mediation or help to a struggling homeowner & did not follow legal procedure in foreclosure/property seizure time frame, & contact with the homeowner. I was always the one contacting them, being mislead by a system that seems to operate on their own terms.
Company Response: Closed with explanation
2016-02-08
Howell, MI
Loan modification,collection,foreclosure
Mortgage: FHA mortgage
Company Response: Closed with explanation
2016-02-07
Bremen, GA
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: Carrington Mortgage has reported me late to the credit bureau from XXXX despite making monthly on-time payments each month. I also discovered that in XXXX XXXX they placed my permanent home loan in modification without my knowledge. I received a letter in XXXX XXXX that effective XXXX XXXX, my loan would increase by some {$300.00} due to my escrow having a negative balance. Finally, on Wednesday XXXX XXXX, XXXX I received a letter Carrington stating that I am in default on XXXX loan payments and owe {$2600.00} and run the risk of foreclosure! I have not missed XXXX single payment to Carrington Mortgage. This company has been a nightmare to deal with since my loan with XXXX XXXX XXXX was sold to them.
When my loan was sold to Carrington, by XXXX XXXX XXXX XXXX XXXX, I was told by a Carrington rep that despite the fact that they had n't received all the documents from XXXX XXXX XXXX I can began making payments to them on my loan. I did this and have done so faithfully monthly. Then once the paperwork came thru, a few months later Carrington assigned me an acct number, sent paperwork to have payments debited directly from my bank account to them monthly. Carrington also conducted an audit on my account and found that there was a surplus in my escrow and sent me a refund check of {$3300.00} in XXXX XXXX. I continued to make my monthly payments to them for a period of 6 to 8 months I had no problem when making my payment. Then in XXXX XXXX, I was notified by XXXX ( Carrington Rep ) I no longer had a permanent loan but my home was in modification with Carrington because the Underwriters " de-archived the loan, '' because they discovered missing documents from XXXX XXXX XXXX. I inquired how I could be in a modification without my knowledge. XXXX could n't understand it herself but assured me to continue making my payments and it would be straightened out. Then in XXXX I received notification my mortgage payments would increase in XXXX XXXX and now the notice of XXXX missing mortgage payments citing my loan in default. Repeated requests with various Carrington representatives over the last few months have been unsuccessful and not resulted in this problem being resolved as promised. I am requesting all my payments be applied to my permanent loan, so my escrow reflects the correct balance. This will also cause my mortgage to remain at its current payment {$1300.00}. I also want the late payments removed from my credit report as it has negatively impacting my credit and lowered my score. I do NOT need a modification as I have not missed ANY payments. I have enclosed all paperwork including bank/mortgage statements reflecting Carrington receiving all payments from me, a portion of my credit report where Carrington has reported me late and all notifications I have received from Carrington.
Company Response: Closed with explanation
2016-02-06
VA
Loan servicing, payments, escrow account
Mortgage: VA mortgage
Complaint: I have had ongoing issues with Carrington Mortgage Services managing my mortgage. Twice in the past 6 months they have misapplied my mortgage payment to another account and wrongly reported my account as being late to the credit reporting agencies. As the accompanying documentation shows, they received and cashed the check for my payment on XXXX/XXXX/2016 and still have not credited the payment to my account. After their last error they promised to immediately refund the late payment charges that I paid, a home inspection fee that they charged me and they were to have reported the correct payment information to the credit reporting agencies. as of this date. none of these actions have taken place. Carrington Mortgage Services should be suspended or barred from administering VA loans until a complete audit of their accounts is completed. As XXXX XXXX veterans that have served this country well, we deserve better than this
Company Response: Closed with explanation
2016-02-05
Fort Pierce, FL
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Company Response: Closed with explanation
2016-02-04
Nyc, NY
Loan modification,collection,foreclosure
Mortgage: Conventional fixed mortgage
Company Response: Closed with explanation
2016-02-04
Mountain View, OK
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: Please Compare the Escrow Statement dated XXXX to the Escrow Statement dated XXXX - as well as the XXXX Billing. You will see three different monthly payments, wildly altered Escrow statements and fraudulent late fees being charged, but they not applied.
1. Increasing escrow monthly payments based upon erroneous and fraudulent projections totally XXXX per year when escrow expenses historically for 10 year old mortgage avg. XXXX year.
2. Refusing to re-figure escrow analysis and projections.
3. Charging late fee 's but refusing to apply late fees to monthly mortgage payment, resulting in classifying said monthly payment as not yet satisfied.
4. Hanging up when asking to speak to supervisor.
5. Fraudulently and willfully omitting previous years escrow account balance in year end statement, thereby creating justification for escrow projections of double for current year ( i.e. Escrow account had XXXX balance, Carrington said it was XXXX, and therefor projected I needed XXXX more over the next year in escrow on top of the already XXXX my monthly payment included. ) 6. Reporting to credit agencies mortgage is 2 months or less behind when in fact the payments were made on the XXXX of the month it was due - fair credit reporting act violations.
7. Willfully and knowingly lying to me that the FHA does not allow a homeowner to cancel the MIP portion of the loan. This is blatantly false. When confronted and forced to address the written law of FHA MIP requirements Carrington refuses to release the amortization schedule that they use to figure when my loan will be at 78 % equity.
8. Willfully and knowingly refusing to release a current escrow analysis statement explaining why my monthly mortgage payment has more than doubled in the 9 months since they purchased my loan from XXXX.
Company Response: Closed with explanation