CARRINGTON MORTGAGE SERVICES, LLC

2016-01-20

Norwalk, CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Problem # 1 XXXX, I received a letter from Carrington stating that my account was placed into a suspense account. I had spoken to XXXX reps from Carrington asking them what and why it was. They both replied that they had no idea because records showed I was on time on all of my mortgage payments. On my third call and after receiving another letter, I spoke to a rep who found out within a minute. She said I was short on my payment because of an escrow change. I told her that it was unfair that now I was charged a late fee for every month, but I paid the charges anyways that same day to clear this up. She told me I had to write a letter to Carrington Research to recoup any late fees I was unfairly charged. I faxed them the attached letter. They refused citing no valid reason. I tried to refinance, but it showed that I was late on my payments numerous times? Refinancing is impossible now because of the negative/late flags on my account. Problem # 2 In my XX/XX/XXXX statement there is a late charge of {$20.00}. I spoke to a rep in XX/XX/XXXX who told me it was a `` drive by inspection fee '' charged because they wanted to make sure I lived at my property. The rep said she was unable to give me any answers to any question, and that if I wanted any info that I was to write another letter and send it to their Research department? Again?
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-20

Lb, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My mortgage loan was sold to Carrington Mortgage by XXXX XX/XX/XXXX. I was told my first payment to Carrington would be due XX/XX/XXXX. When I finally spoke with Carrington I was told I owed them for XX/XX/XXXX and XX/XX/XXXX. When I tried to make a payment I was told I could n't make a partial payment. XX/XX/XXXX I paid for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and told my next payment due XX/XX/XXXX. When I called to make the payment I was told I was told I owed for 2 months and could n't make a partial payment. So I contacted Keep Your Home California to apply for the Mortgage Reinstatement Program. I called Carrington to inform them I applied for the program I gave them the Homeowner ID and was told okay. Because of the dates I deposited my checks KYHC said I had a income increase instead of a decrease. KYHC informed me XX/XX/XXXX. I called Carrington XX/XX/XXXX and informed them I wanted to bring my mortgage current I was told I owed a little over {$12000.00} and attorney fees but they could n't give me an amount for the legal fees and asked if I had the full amount I told them yes. I was then told they could n't accept the payment until after they contacted the foreclosure dept. to find out how much the legal fees amount and because it was the holidays they would send me a letter and an email the beginning of the year. On XX/XX/XXXX I received a letter from Carrington stating A Notice Default has been filed on XX/XX/XXXX.
Company Response: Closed

Disputed: Yes Timely Response

2016-01-20

SC

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: I have an open case against this company because they purposely rejected my payment on XXXX/XXXX/XXXX pushing the account past the 90 day mark. I also made a payment that was rejected on XXXX/XXXX/XXXX. I learned about this after making several calls to Carrington, and submitting research to their department of my unrecorded payments beginning XXXX/XXXX/XXXX. I spoke with XXXX a supervisor in the home retention department along with many representatives and they confirmed that they were not aware of the payments because the cashier 's office rejected the payment, did n't make any notes or notify me in writing which according to them is policy. I had to request the refund myself from the 3rd party and wait 10 business from XXXX/XXXX/XXXX to receive the refund. In the meantime, every representative refused any payments because my account was flagged for foreclosure as of XXXX/XXXX/XXXX citing my loan was 104 days past due. However, no one would recall the foreclosure seeing as how the company did n't follow standard protocol and did n't notify me or the other departments within the company of the payment return to offer any of suggestions. All of the representative stated it is standard protocol to make two payments if the loan is behind which would have been fine considering I had the two rejected payments but I was n't given the opportunity. I also completed and submitted a modification packet to be reviewed for any assistance. I share with every representative I speak with I can afford the payment but I ca n't afford to pay the arrears and I need help with that. On XXXX/XXXX/XXXX I spoke with the SPOC department who stated that the application was denied for the HAMP because the DTI showed we could afford the payment. The representative XXXX stated that the information showed I was not considered for any other help and she can request a reinstatement from the foreclosure area which to date has not performed any work on the account in the amount of almost XXXX. I spoke with a relationship manager XXXX who was trying to work on a payment plan but we were disconnected and she did n't return my call as we agreed she would if we were disconnected. I then called back and got a regular rep in the SPOC department named XXXX who said the supervisor XXXX misspoke bc the account was flagged for foreclosure. After confirming she was not a supervisor I asked to speak with her supervisor and after waiting on hold for more than XXXX minutes she came back and said her supervisor was n't available but I could leave a message. I questioned her why it took so long and she said she was consulting with her manager XXXX XXXX but she just was n't available to speak with me. After demanding I speak with XXXX XXXX left me on hold so long I hung up. I believe that Carrington is retaliating against me because I filed a complaint XX/XX/XXXX after only being with them for less than a month after being transferred from XXXX. There response is in your database and even according to the response they never recall a payment being returned. I am not giving up or walking away from my home and never had any intention to.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-20

Palos Park, IL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-15

Austin, TX

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-15

Fort Worth, TX

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed

Disputed: No Timely Response

2016-01-15

GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Carrington Mortgage bought out my home loan. My mortgage payment is {$500.00} per month plus {$200.00} for escrow. When I called in to set up a payment to pay my mortgage on XXXX XXXX, 2016 a Carrington representative stated to me that every 30 days that if the mortgage is not paid, that the send someone to ride by the property to make sure that the property is still occupied and that this fee is {$460.00}. This unnecessary fee is like I 'm making double the payment. This can not be legal. What ever happened to late fee after 30 days. I am requesting that this matter be investigated because this company is ripping consumers off!!!! My loan number is XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX. You may contact me at XXXX. My name is XXXX XXXX and my husband 's name is XXXX XXXX. You may contact me at any time. Thanks! Sincerely, XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-15

IL

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: The mortgage company did an escrow analysis in XXXX of 2015 on my mortgage and raised my escrow requirement. They did not notify us that they had changed the amount due for escrow in XXXX of 2015. We continued to send the original amount for the loan. the mortgage company would not process the payment because to them it did not meet the required amount. We discovered in XXXX 2015 that they were not covering the payments. We immediately contacted the company and they informed us that they had changed the escrow and the we were considered behind in our payments. We made up the differences in the account and thought we were good. They then sent an inspection on the house and charged us {$20.00} for that without notifying us that they did the inspection. We ended up paying them by check over the phone just to make sure the entire payment was caught up. It seems like they should not be raising the escrow anyway. We have owned the house for over 27 years and have not missed a payment. Now they have hurt my credit and caused us anxiety over their inability to communicate and their requirement for escrow above what is required for our home.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-15

Cedar Creek, TX

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-14

Bertha, MN

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-14

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Carrington Mortgage LLC was not the original loan holder for my house. Over the course of 3 years they acquired the mortgage. In XXXX 2015, South Carolina had massive amounts of flooding and many homes were damaged. Carrington Mortgage LLC took it upon themselves to send an inspector out to the home to inspect for damage and then subsequently charge XXXX dollars for the inspection. The problem I have is : 1. Not one point in this process did Carrington Mortgage reach out to me via email, mail or phone call to notify me of the inspection. 2. Carrington did not provide me a report detailing what the inspection covered. Reviewing my XXXX 2015 billing statement, the inspection fee was listed and that 's how I found out 3. Carrington was unable to provide where in my mortgage documents stating that the fee they charged, I had to pay. They mailed me a copy of the documents circled a paragraph. In the paragraph it states nothing about an inspection after a disaster, nothing about an inspection that the mortgage company wants to do or anything. The paragraph clearly states that I must pay for all taxes, assessments, fines etc for the property. 4. I am not even sure the company performed the inspection, as I was n't there or notified 5. Calling them is useless as they cant do anything over the phone. Everything has to be mailed or faxed. I have called three times to speak to them, each time a request must be sent to the Research Department for them to review and get back to me, approx. 30 days. When requested to be transferred by phone to the research department, they say they are unable to take phone calls. During a time of disasters companies find ways to profit from it. I think Carrington is one of those companies. Although {$15.00} is not a lot of money from one person, it could add up from XXXX or XXXX of people in SC that got charged this fee from Carrington. The home inspection, if they performed it, was to benefit the company not the consumer. This was them protecting themselves as such, they should be the ones to pay the fee.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-14

Mill Creek, IN

Settlement process and costs

Mortgage: FHA mortgage

Complaint: We applied for a loan on XXXX XXXX 2015. They told us that we would be closing on XX/XX/XXXX. We sent all the requested info to XXXX XXXX at Carrington Mortgage on XX/XX/XXXX. He sent us an email on XX/XX/XXXX stating that it was not in underwriting like he said because he did not have info that we already sent. We resent this info and he emailed us again on XX/XX/XXXX stating more info was needed that was never told to us. We reached out to him daily and he told us they had all info as was in processing. As of XXXX XXXX he let us know they did not do paperwork correctly so they had to cancel original loan and restart the process. We resent everything on XX/XX/XXXX. He reached out to us on XX/XX/XXXX stating there was even more missing info. On XX/XX/XXXX he emailed us yet again with more missing info. We have asked him repeatedly if this is all and he states yes and it is being sent to underwriting. We received even more correspondence on XX/XX/XXXX and XX/XX/XXXX. At this time he stated we can close on Thursday XX/XX/XXXX but he had to have 3 days prior to sign the papers due to the right to cancel. It is XX/XX/XXXX and we were told they deleted our file when they were sending it to underwriting and we have to restart the process. Every time they restart the process our closing cost keeps going up but they do not state why the closing cost is going up. At this time we have not heRd when we are closing and they are not returning our call
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-13

Aliso Viejo, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-12

Brockton, MA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-11

VA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: My mortgage company, Carrington Mortgage Services, is threatening to foreclose on my home. They have lost a payment that has cleared my bank. I have worked very hard to bring my account current. They are also adversely affecting my credit rating
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-11

Clermont, FL

Credit decision / Underwriting

Mortgage: FHA mortgage

Complaint: I applied for a mortgage loan with Carrington Mortgage company and the entire process was a headache. When they found out we wanted a manufactured home, instead of a traditional home, the person handling our loan, XXXX XXXX, spent half of our correspondence via email speaking on how " nearly impossible '' it would be to get approved for a manufactured home, and that I should keep looking for a traditional home as a back up. We told him we wanted this home and will do what we need to do to get it. Every time he asked for documents, we submitted them, then he reassured us it would be a long shot. His entire demeanor was unprofessional and negative. We paid for a full inspection of the home that detailed every aspect of the home, yet XXXX wanted us to pay for an additional inspection on the roof once the inspection came back in good condition. That was a waste of {$100.00} because ( in my opinion ) what he needed to know was in the original inspection. However, we spent more money and did it anyway. So, we get to within 30 days of closing, and he sends an email to my wife, my realtor, and I showing things that he said needs to be taken care of asap in order to close. Mind you, some of these items have not been mentioned on the previous list of things needed to close. So, at the last minute he threw new things at us. He highlighted several of those things stating that they would be major issues that will hinder our approval. I can forward the email upon request. He then sends this same email to the seller, which I understand, is a violation of our privacy. He sent our personal information that is on our credit that needs to be addressed, to the seller! Once they received the information, they immediately decided to back out of the short sale. In his conversation with my realtor in the early stages of the process, it was clear they did not want to finance a manufactured home and even said they would qualify us for more if we went for a traditional home. It 's frustrating to me because we invested so much time into this home, our children loved the property, and now because of this, we lost the opportunity to get it.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-08

Albany, GA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-07

CT

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I purchased my home in XXXX XXXX, XXXX. And until XXXX XXXX, I was unable to continue paying the mortgage. I was also divorced in XXXX from my wife of more than 25 years. Then after a layoff for six months, I struggled to meet all my obligations even after I have XXXX sons who just began college. I am a XXXX veteran. Over the year or so, I tried to sell my home. The mortgage and other fees is currently held by XXXX XXXX XXXX for approximately {$190000.00} ( Loan # XXXX ). The current servicer -- Carrington Mortgage Services ( Account # XXXX ) -- sent me a letter in XXXX threatening foreclosure if I do n't send {$23000.00} to cure the default. I have been in communications with XXXX XXXX XXXX. Since early fall, I had been by the side of my sister who was hospitalized and took a turn for the worse, right when I was considering returning to my home to do a home modification loan to reinstate. There was no guarantee that XXXX would reinstate, but I had to stay in Connecticut anyway because as it turns, my sister passed away last month. I do not have the money to relocate and I am severely stressed at receipt of the letter to foreclose from a servicer who was just assigned to me. Right now I feel like I am in limbo, having just lost a member of my family, having no home to return ( it feels like ), and limited income. So I am hoping Consumer Financial Protection Bureau can help me. I was in the middle of negotiating with XXXX, and they switched points of contact by assigning the mortgage to Carrington -- who starts out with a threat. Can you help me.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-06

Doral, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-06

Vancouver, WA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-06

San Antonio, TX

Settlement process and costs

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-05

Phoenix, AZ

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: In XXXX 2015 my mortgage account was sold from XXXX XXXX XXXX XXXX Carrington Mortgage Services ( CMS ) without my consent. CMS sent me documents that instructed me how to make payments on their website but they were poorly written so it was difficult to do so. I finally figured out how to make payments, to find that CMS did not allow any additional payment of principal or escrow online. Instead, you could make the regular payment, then either mail them a check or make a phone payment ( for a fee ) for the additional amount. After complaining about this for several months, CMS changed their site to allow additional payments only under the following circumstances : You can only pay the regular amount before the payment due date. Any additional amounts must be paid after the system processes the payments from the previous month, so I must wait for some unknown number of days ( usually the XXXX to the XXXX of the month ) to make any additional payments, despite CMS 's written assurance to me that payments can be made on the XXXX of the month. I get paid on the XXXX and XXXX of each month, so I prefer to make my mortgage payment out of the paycheck on the XXXX, as soon as I can, so I can be fiscally prudent. CMS 's policies seem to ensure that customers can not lower the principal amount much beyond the normal payment and to allow them to gain as much interest as possible. Furthermore, this is the worst customer service I have ever received. I had to make a XXXX complaint to get a supervisor to call me, the website is antiquated and is hard to use, and any complaints or adjustments must be made by mail or fax.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-04

PA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed

Disputed: No Timely Response

2016-01-04

IN

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: Carrington Mortgage states they paid our taxes in our escrow like it was set up, but they did not do so. The money was removed and never given to the tax office to pay our XXXX tax office. We have traced them back to taking the money and never writing a check through their tax office. We have a man named XXXX XXXX who told XXXX never received the funds to begin with and that is why it did n't get paid. These are our fall taxes!!! They continue to tell us they are going to handle our dispute since XXXX/XXXX/XXXX and as of today has again told us it would be resolved by XXXX/XXXX/XXXX. The office talks over us and we can not get a manager or supervisor due to the person always stating " we ca n't do that '' and when we want them to find the money with our parcel number they state " they ca n't do that for us becausewe are in a dispute. '' We would like to have the theft of our tax money from our eacrow resolved. We had our escrow put in the negative by {$4.00} immediately upon this company taking over our mortgage and them taking our house payment up {$50.00} after it switched from XXXX. We are having this company steal our money and refuse to right!
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-04

NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage was originall with XXXX bank and then was sold to Carrington Mortgage. My first payment with Carrigton was XXXX/XXXX/2015. I mailed a check to get there by the first without realizing that my autopay that I had with XXXX was going to be carried over to Carrington. Even thogh my payment for XXXX was made they still drafted my checking account in XXXX. When I called to resolve the issue the automated system stated that my next payment was due on XXXX/XXXX/2015 ( recognizing that a double payment was made ) However when I spoke to a representative they told me that they could not see that an extra payment was made and wanted me to fax proof from my bank. I did this several times and each time I called back they said they never received my fax. When I finally went to my bank to place a stop payment on XXXX payment so that I could gt back on track Carrington changed the amount of my payment slightly so that stop payment did not work. Today I called Carrington to simply cancel autopay with them so that I could skip a payment since I was ahead anyway and was told that autopay could not be cancelled unless I fax them a letter stating to do so. I fear that they will continue to say they dont receive my faxes and I will be out almost {$1000.00}. It seems like they are intentionally giving me the run around. They refuse to reapply the extra payment to principal or refund the money. I dont know what else to do.
Company Response: Closed with explanation

Disputed: No Timely Response