CARRINGTON MORTGAGE SERVICES, LLC

2015-12-12

Plymouth, FL

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: XXXX - CMS acquired my mortgage from XXXX XXXX - Agent contacted me to discuss FHA Streamline refinance options from XXXX office. XXXX - Moved forward to closing after delivering all paperwork required. Initial signing botched by Notary. Closing rescheduled for XXXX. " Bring to closing '' amount refunded. No other concerns reported. XXXX - Calls start coming in about " why I have n't paid my mortgage '' ( were told we would skip XXXX payment as part of the closing ). Emailed Sr. Loan Officer on XXXX to ask about calls. He responded on XXXX saying it was normal, procedural, and not to worry, all was fine. XXXX closing - signed all papers with new notary. She sent them off. Called Sr. Loan Officer to discuss higher " bring to closing '' payment required. He explained that amount was probably designated to cover previous XXXX payment that was skipped, and now we would be skipping XXXX payment instead, new loan starting in XXXX. Sent off closing amount as cashier 's check a few days later ( once refunded check cleared bank ). XXXX - received collections call from Carrington Collections department. Asked why I have n't paid mortgage in two months. I explained that we were refinancing ( as I had before ). Was told that there is no record of refinancing, and anyway, we are not qualified for refi because of missed payments ( we do n't miss payments - only skipped because told to! ). Reach out to original loan officer. No answer. Reach out to Sr. Loan Officer. No answer. Reach out to their boss. No answer. Emails. No response. XXXX - Receive a check from Carrington via certified mail dated for XXXX XXXX for exact amount of " bring to closing '' fees. Multiple calls placed to all loan officers. No answer, nor any call back. Reach out to Carrington customer advocate dept. Told situation looks unusual, told he could see a request for origination/funding the loan, but loses the trail there. Advocate reached out. At last check, XXXX, no further information given. XXXX - Negative credit report notification via XXXX " protect my ID '' service. We followed all instructions and signed in what I thought was a legally binding, notarized closing. Now we are in default with credit action being taken against us, no one will pick up the phone or call us back, and no one seems to have any answers. I am appalled and disgusted with this situation.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-11

E Stroudsburg, PA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-11

Allenwood, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-10

Knightsville, SC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-10

Effingham, KS

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-10

Temperanceville, VA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Repeated phone calls from Carrington Mortgage Company during grace period of harassing nature. Mortgage payment due on XXXX and have until XXXX before late and late fees incurred. Carrington representatives began calling on XXXX and have been harassing and rude in nature. Have outstanding credit and payment history. Mortgage previously with XXXX and no issues - never late, no foreclosures, no delinquencies, payment history is outstanding to the point where have over paid on mortgage and decreased mortgage payment and have begun to pay on principal. Mortgage was sold in XXXX 2015 to Carrington and have been dissatisfied with their service ever since. In addition to harassing phone calls, have recently received a completely inaccurate escrow analysis.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-10

OH

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage was sold to Carrington Mortgage Services ( CMS XXXX by XXXX Mortgage XX/XX/XXXX. Erroneously, On XXXX XXXX, XXXX, XXXX Mortgage issue a premium payment in the amount of {$720.00} to XXXX ( now XXXX XXXX for the policy period of XXXX XXXX, XXXX to XXXX XXXX, XXXX. Subsequently, on XXXX XXXX, XXXX, XXXX Mortgage inadvertently issued a premium payment in the amount of {$730.00} to XXXX for the aforementioned policy period. As a result of the above information a refund in the amount of {$730.00} was issued to me in error. Once, I discovered the money was sent to me in error, I started out with a payment of {$800.00} of which {$530.00} was designated towards escrow. The remaining balance of around {$260.00} was designated for the regular monthly payment. However, this amount never allocated properly. Long story short it took Carrington ( CMS ) an unacceptable amount of time for them to recognize I had paid the {$730.00} back in full and other erroneous issues from Carrington ( CSM ) started occuring. For example, I started receiving notices from them stating I did not pay my mortgage payments. I had to send them proof from my bank, which sends Carrington ( CMS ) the money electronically each month. In the mean time I notice my bill had increased. Additionally, during these processes Carrington ( CMS ) stop sending me monthly mortgage statements. They said they sent them to the attorney. Even after receiving notice from the attorney to send all correspondence to me, I have still yet to receive my monthly mortgage statements from Carrington ( CMS ) at my home address, which is XXXX. XXXX XXXX XXXX, XXXX, Ohio XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-09

East Brooklyn, CT

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-08

Marquette Heights, IL

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-07

Hanceville, AL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed

Disputed: No Timely Response

2015-12-07

Amity, IN

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-07

Manor, DE

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-07

Wallington, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-04

Buford, GA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-04

Fort Russell, IL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Hello. To start off I applied with my mortgage company, Carrington Mortgage, to pay by automatic payments. Approximately 4 months after sending that application through the mail they finally start taking it out of my checking account. The problem was that I had already paid that month 's payment and they never even sent me any notification that it was going through. I made my payment on XXXX/XXXX/2015. The automatic payment went through on XXXX/XXXX/2015. No big deal though because they can refund me my money right? WRONG! I call and they tell me I have to fax my bank statement in to them so they can send me a check. Ok no big deal except every time I tried to send it ( and I tried a lot, at a lot of different times and days ) it says its busy. I called back and they said I could email the statement to them. I call them back to see if they received it and they say that they cant accept it by email. I ask if I can mail it to them. They say nope it has to be faxed. I tell them the issues I 'm having but they do n't seem to care. I ask to talk to a supervisor or manager and they put me on hold and then hang up on me. I called last night and again today and they give me a different fax number each time, none of which have worked. They tell me there is nothing they can do until they receive that statement. I just want my money back before XXXX and it does n't look like they have any intention of refunding it to me. I do n't know what else to do. Hopefully you can help me out. Thank you!
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-03

Vineland, CO

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-03

Watkins, CO

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My loan was just transfered to Carrington Mortgage Services. I 've had several home loans and this has been by far the most difficult one to work with. I pay extra on my mortgage every month. However, they make it very difficult for you to do so. I can not pay extra via their website. It shows the options to do so, but they do n't work. The most I can pay is my mortgage payment. My options are to call in and give a stranger my checking account info every month. Which they entered wrong the first month and did n't work anyway. Regardless, very time consuming to pay a single bill every month. I also, can make multiple payments to accomplish this. Since I ca n't make a larger payment, I have to make multiple payments. However, I can only make one per day via their website. It becomes a multi day hassle. Even so, I still will have to call to make sure the extra money under the other option is still added to the correct place. They also told me, I could pay extra provided I pay on or after the first every month via the website. That was a lie. Still does n't work. I 've never encountered a place to difficult to pay a bill. I 've had several car and home loans and by far the most difficult one to work with. They make it very hard for you to pay extra potentially trying to make sure your loan is dragged out as long as possible, making them more money and costing the consumer more. They need to make their website be able to take larger payments. Telling me that they 've had lots of complaints and " that 's just how it is '' is unacceptable. If they ca n't fix it, I would request my mortgage be sold to another company. No other mortgage service I 've dealt with has been this difficult to work with. I should not have to spend this much time and effort to pay a single bill every month. It is n't fair to me, especially when I pay on time or early every month. It should n't be a punishment for that and wanting to pay extra to pay off my loan. XXXX XXXX XXXX XXXX XXXX XXXX, CO XXXX XXXX XXXXXXXXXXXX held by Carrington Mortgage Services for property atXXXX XXXX, CO XXXX
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-12-02

Aliso Viejo, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-02

Charlotte, NC

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-02

Lowell, AR

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-01

Lawrenceville, GA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-01

NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Mortgage was sold from XXXX to Carrington Mortgage Services. My information was transferred over including my automatic monthly payments, but unlike XXXX Carrington has no way of making payments towards principal online if automatic payments are established. This means a physical check must be mailed in or a phone call must be made to make additional payments towards principal. To further complicate this issue, I was required to once again provide all of my bank information ( account number, name, routing number, etc ) despite Carrington already having this information, which is used to make automatic monthly payments.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-30

Cypress, LA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-11-30

Keyport, WA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-30

Canton, OH

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response