CARRINGTON MORTGAGE SERVICES, LLC

2019-05-31

Austin, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My mortgage was sold to Carrington Mortgage Company by XXXX XXXX XXXX, which are both from XXXX. The mortgage was sold to Carrington Mortgage in XXXX and I have been trying to work with them for a loan modification. Well in XXXX, I was informed by Carrington Mortgage I was put on a temporary modification which my payments switched from XXXX to XXXX. I immediately informed Carrington on why the increase in which they had no explanation or they did not provide one. So, I attempted to make the payments which were on time until a flood occurred in my home. Once again I immediately contacted our service provider as well as kept them inform of everything going. Soon after that my husband took ill and had to have a transplant while we were located temporarily in a hotel. The transplant took place on XXXX of XXXX with us still trying to pay the mortgage along with the deductible. I then informed Carrington Mortgage I was having problem making the payments and could I go for a permanent loan modification. I have been dealing with them losing my paperwork after paperwork and being told one thing after another. I want help in keeping our home it being our first resident and really don't want to loose it because of miscommunication. Because I feel I have done everything they require and they come up with excuses. Today I was told my paperwork needed to be updated once again after mailing them a package on XX/XX/XXXX. Which they once again stated they did not have and I also have proof of every fax I have sen to them for paperwork requested by them. The customer service reps are rude and really are not knowledgeable. They went as far as to supply false information to get my family hopes to be told the program had not been in affect since XXXX.
Company Response: Closed with explanation

Timely Response

2019-05-30

Bedford, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-30

Fred, VA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: XX/XX/XXXX Dear Consumer Finance Bureau I believe my lender Carrington Mortgage Services has violated federal guidelines and the State of Virginia lending laws and they are using tactics that I think may be predatory lending. I spoke to XXXX at XXXX XXXX, the local HUD-approved Housing Counselor Agency in XXXX. She advised me based on the actions of my lender Carrington Mortgage Services that I needed to involve my local politician HUD, The Consumer Financial Protection Consumer Bureau and BFI with assisting me in saving my home for my XXXX children and me from foreclosure. I believe the lender is using tactics that benefit their best interest by using a process that did not allow me the time needed to sign the modification documents through the trial payment process program. This process has been going on for 2 1/2 years when this could have been resolved with 30 to 45 days on the initial modification agreement in XX/XX/XXXX. I had a unique situation because I was going through a divorce and at the time my wife would not sign the mortgage modification documents to prevent our house from being foreclosed. I explain the situation from the beginning and I requested assistance from the State of Virginia Bureau of Financial Investigation ( BFI ) and the Honorable Senator XXXX XXXX. Our request was simple we needed extra days than the normal 7 days to return the modification documents because my wife was trying to make me lose our home in foreclosure. She was not willing to sign the modification documents so we obtain a court order that required her to sign all mortgage documents relating to the loan. We also provided this court order document to Carrington Mortgage Services. On two occasions the lender refused to work with me to allow more time to go through the court process to get the modification documents signed. Each time the lender told me I had to restart the loan modification process that took 3-6 months and increase my interest rate and my loan payment. On my second modification, we were able to get a court date that was on XX/XX/XXXX. We gave Carrington the court documents showing we could get the modification documents signed if they would not close out my loan until we went to court. Carrington closed out my loan on XX/XX/XXXX, and told me to restart the loan modification process again. I immediately sent a third mortgage assistance package at the beginning of XX/XX/XXXX documents. In XX/XX/XXXX Carrington contacted me and stated they would not approve the trial payment program until I submitted a divorce decree. I advised the lender that I was not divorced and we had not been to court. However, the lender refused to allow me to go through the trial process. I contacted XXXX at BFI and she contacted Carrington with my concerns that my lender misled me and was not acting in my best interest to help me save my home. The following day from when BFI contacted my lender I received a phone call from Carrington stating they would allow me to go through a trial payment program. However when I received the modification documents in XX/XX/XXXX my payment had increased for the third time : the 1st time my mortgage payment was {$1400.00}, the 2nd time my mortgage payment was {$1600.00}, and this time my mortgage payment was {$2000.00}. I was so frustrated that I put my house on the market to sell it. However, I could not sell it because my loan balance is {$270000.00} but with all the lender fees and foreclosure fees, my payoff was about {$310000.00}. The house appraised at {$320000.00} and no one is going to buy the house when its on the auction block for {$270000.00}. So on XX/XX/XXXX, I sent Carrington a loan assistance package asking they allow me to keep my house and to please give me an affordable payment. I had sent 90 % of the loan documents needed and Carrington closed my loan denying it on XX/XX/XXXX, stating I did not provide all the loan approval documents and it was not correctly signed. Therefore I submitted another mortgage assistance package and I sent 98 % of the documents because I was missing the fully ratified divorce decree. Im waiting for the Judges final signature from XX/XX/XXXX, because my ex-wife attorney claimed he forgot to send the divorce decree documents to the Judge to sign until XX/XX/XXXX. Carrington this time denied my loan stating I did not submit the loan assistance package within 37 days of the foreclosure date on XX/XX/XXXX. Please help me, I believe Carrington Mortgage Services tactics was predatory and it did not benefit me as their customer. My lenders actions have violated State and Federal guidelines. It makes no sense to have a process that takes 3 to 6 months, its a longer process that increases my interest rate, loan balance, loan fees and overall time ( in my case 2 1/2 years ) than giving me a few extra days because the circuit court was involved to require my ex-wife who has a severe XXXX XXXX to signing the loan modification documents. My ex-wife wanted to put our XXXX children and myself on the streets. I have a severe XXXX and Carrington actions have caused me XXXX, frustration, increased my XXXX XXXX XXXX, and increased my XXXX pain condition. I have not been able to sleep at night, I been having XXXX XXXX, as well as other health issues and my children have been concerned about losing our house. Carrington has also caused embarrassment by constantly putting my house in foreclosure in the newspaper. This should be illegal for Carrington to do this to a homeowner for over 2 years. Carrington has been fraudulent in responding to BFI regarding their actions and I am asking for a full investigation so this will not happen to other homeowners. I am asking that Carrington give me my original loan modification agreement in which my loan balance was being reduced to {$200000.00} and my monthly payment was {$1400.00}. Sincerely,
Company Response: Closed with explanation

Timely Response

2019-05-29

Bethlehem, WV

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-05-28

MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: REQUEST WAS MADE IN WRITNG OVER 2 MONTHS AGO CONCERNING ARREARAGE FIGURE AND QUESTION OF XXXX DOLLAR AMOUNT, TO DATE NOTHING HAS BEEN RECEIVED
Company Response: Closed with explanation

Timely Response

2019-05-28

Bel Alton, MD

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I am behind in my mortgage, and trying to sell my property. I received a grant from the Maryland XXXX when I purchased, that was supposed to be paid back upon sale. I received a payoff from Carrington Mortgage on XX/XX/2019. The payoff reflected an " other unpaid expenses '' amount of {$5400.00} with no breakdown. There is a breakdown of attorney 's fees attached to the payoff of {$4000.00} ( a difference of {$1400.00} dollars ). There was also an escrow overdraft of {$8900.00}, with no breakdown, or explanation. The title company has been contacting Carrington since XX/XX/2019, to ascertain if the grant is somehow being collected in these numbers, and essentially get a breakdown. They faxed and emailed requests stating the concerns, and only received a new payoff with higher, also unexplained numbers. I have a buyer that is ready to purchase my property, however my realtor can't calculate a sales price with XXXX XXXX dollars unexplained. I have asked them to postpone the foreclosure, and I was told that Carrington is not postponing any foreclosures right now.
Company Response: Closed with explanation

Timely Response

2019-05-27

San Gabriel, CA

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: Since our VA XXXX mortgages were serviced by Carrington Mortgage Services, payment amounts fluctuate month to month. Our auto-pay payments were held 'unapplied ' to our accounts. Meanwhile Carrington charged us fees and report to credit agencies for non payments. Auto-paid payments arrive at Carrington on time every month. When the paid amount does not match their ever-changing new mortgage amount, they hold the money in their account instead of applying to our account. They keep the money, charge us fees for non-payment and report to credit agencies. This is on-going and recurrent affairs to us. We have multiple mortgages with them and other institutions. No other banks conduct business this way. Our experience is not unique. There is a group called 'Carrington Mortgage XXXX ' with hundred of members with same experience. They prey on their customers whom they acquired from other banks such as XXXX. Carrington 's business tactics must be illegal and consumers must be protected.
Company Response: Closed with explanation

Timely Response

2019-05-24

Key Biscayne, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-23

OH

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX I filled out forms for a loan modification due to my husband got ill and was hospitalized several times and I didn't want to get behind where I couldn't catch up. Carrington Mortgage Services advised to do a loan modification. I have filled out the documents they requested, and they keep requesting same documents over and over stating that there was changes to the XXXX. I filled one out on XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX, XX/XX/XXXX. I really can't believe there has been changes, especially that many. I have faxed in the whole packet in XX/XX/XXXX and still to this present date XX/XX/XXXX I am now being asked to pretty much start over.. And, since then got a letter from an attorney that is handling the Carrington Mortgage Services . Now, since all this time has went past, today, XX/XX/XXXX I was asked to fill out the Mortgage Assistance ( RMA ), plus 30 days of paystubs. AGAIN! There should be no reason for all this delay, I have kept in contact, filled out the forms requested and still have got No Where! When I first started and spoke to the associate at Carrington Mortgage she advised once packet received there should be a timely process and should get information on the loan modification and the new terms to me. I do not want to lose my house, but I feel I am getting no help at all! I feel very cooperative with all the demands and phone calls, but I feel I am getting the run around and possible scammed to the extent that I will lose my home. I have owned this home since XX/XX/XXXX @ XXXX XXXX and I feel I am just asking for help and not a run-around.
Company Response: Closed with explanation

Timely Response

2019-05-22

Springfield, MO

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: My father and I took out this mortgage loan in XXXX to repair the home. He passed away in XXXX and I now have the loan. On XX/XX/XXXX, I lost my main source of income and was placed on unemployment. I knew by the end of XXXX that I was in trouble and applied for a home loan modification. I was denied and they stated it wasn't due to unemployment and they were unable to create an affordable payment without changing the terms of the loan. I reapplied and they kept asking for my profit and loss statements for my business ( XXXX XXXX two nights a week ) and I sent them. They said I needed to send them again, so I did. They said I needed to send them yet again, and I did. This has been going on since XX/XX/XXXX. I have sent the profit and loss statements multiple times and have copies of every time I sent them. I spoke with a HOPE/XXXX housing counselor and we did a three way call. My Carrington 'case worker ' said I needed to send the profit and loss statements yet again and hung up on us. The HOPE/XXXX counselor said he's never had that happen. I sent the profit and loss statements again. They asked for them again. I finally spoke to another person and she said she could see where I DID send the profit and loss statements, but they needed to be on one page? In eight months, no one told me this. I sent the profit and loss on one page. Now, they have sent me a denial letter stating my financial hardship was not directly related to unemployment or loss of income. I do have a new job but have taken a serious cut in pay. I am nine months behind on my mortgage due to them repeatedly asking for information I already sent and there is no way I can reinstate the loan. This has had a serious effect on my health and I now have XXXX XXXX XXXX and stomach issues. I believe they were negligent in how they handled the modification request. I am now looking at foreclosure and becoming homeless.
Company Response: Closed with explanation

Timely Response

2019-05-21

NC

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: Dear Sir/Madaam : I have a USDA loan, 30 yr. fixed 5.5 % interest rate. I begin trying to get assistance from my mortgage servicer, Carrington Mortgage, in XXXX, XXXX. I made all mortgage payments up through XX/XX/XXXX even after being unemployed. This company has admitted on several occasions that they have a high volume of cases and that should not be at the expense of the consumer. To force me into Bankruptcy after I am more than capable of making my mortgage payments is unacceptable. I am attaching a list of all information that was requested by Carrington over the course of 10 months. Each request was due to a conversation that precluded from another request for documentation from Carrington and/or another cancellation of my request, forcing me to apply again. There are so many dates to this process that I actually have a huge box full of documents that are mostly requesting the same information over and over again. The RMA documents ( applications and re-applications ) were sent in XXXX, XXXX, XXXX, XXXX and now again, XXXX - because they denied me in less than 30 days from the last letter I received this month stating that I had 45 days for their decisioning. They told me today, that my request was just denied today for not providing a statement regarding my income from my temporary agency from XX/XX/XXXX through XX/XX/XXXX. I even mailed them two payments back in the fall of XXXX, only for them to return it as they stated that it wasn't enough to cover the outstanding amount ( that would have brought us within a couple of months outstanding along with the excess in the account ). Today they also emailed me a letter that I never received and it has this request as the last bullet but is dated XX/XX/XXXX. I have spoken with several representatives and have received what we thought would be satisfying information from two. I followed both their instructions, submitted documentation timely and was never asked to provide an explanation of my temp agency until today after " I feel '' that it was generated today while being placed on hold. They never asked about this income from XXXX until today. I have been told in the past that I was denied for the following reasons which resulted in my reapplication : documentation was not received, documentation was not received timely, I didn't make enough money even with my temp job and my spouse 's income and XXXX, that I would never be able to catch up, you're being cancelled because you can not be reached and your explanation of income with Talent has not been provided. I have a letter from them stating that they will be moving forward with foreclosure beginning next month. I want to complain and will be filing this with other entities as appropriate because this company needs to be investigated for its practices. I'm sure that I am not the only borrower who is experiencing this issue. I have been emailing, faxing and/or uploading documents to them since last XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2019-05-20

WA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We have tried multiple times with Carrington to fix our mortgage issues. We have done everything they have asked of us, yet once we do they turn us down and tell us the best thing to do is a Deed in Lieu. We had {$120000.00} ( according to their BPO they think the amount is {$220000.00} ) in equity when they took over for XXXX, but now have less than {$50000.00} ( according to their BPO they think there is {$150000.00} ) in equity because they have refused payments and continued to run up late fees and foreclosure fees. Our issues began immediately after Carrington Mortgage Servicers took over the loan servicing from XXXX. Servicers were changed because our loan was with XXXX XXXX XXXX and sold to XXXX XXXX. The date our issues regarding this complaint and response to the first complaint began in XX/XX/XXXX and continue to date ; the scheduled auction date is this coming Friday, XX/XX/XXXX. In late XXXX, early XXXX, of XXXX I lost my sight in less than 4 hours. My husband, XXXX XXXX ( XXXX ), eventually contacted XXXX and discussed the possibility of getting a medical forbearance since I had to have several medical tests and see numerous specialists to help save my XXXX. As far as we knew XXXX was reviewing the application when the servicers and investors changed and Carrington became the servicers. Our problems include, but are not limited to ; Duel Tracking by Carrington, refusal to communicate with both borrowers claiming they only have to speak or respond to " the breadwinner '' XXXX and refuse to communicate in any manner with me, XXXX, failure to provide documentation or accurate documentation when requested and with their response to the previous complaint, failure to give the borrowers ample time needed to respond to their decisions involving loan modifications noted on the Exhibits is one decision where the respondent admits there were less than 2 hours between the decision and proceeding with foreclosure and not notifying the borrowers prior to proceeding with foreclosure, several times telling us they will allow a modification if they did what was suggested in each conversation then once completed deny the modification, then telling the us if they would give the modification if we would do something else only to deny it again once the task was completed a blatant run around that lasted until the HARP/HAMP programs ended and started foreclosure the following month after these programs ended. Carrington has repeatedly refused to offer several options that should have been and are available to us and in every conversation, I am told we are allowed only an auction or a Deed in Lieu, no offers to buy would be allowed or reviewed. ( The only time I could talk to anyone was when I answered the phone. ) NOTE : They claimed we didn't have enough income to pay the payments and told my husband I had to file for early SSI so they could accept the loan modification. Filing for SSI limits the amount of money I can make now and in the future and is smaller than it would have been had I been allowed to wait until I was ready to retire in ten years. Once we receive the award letter from SS it was sent to Carrington and we were turned down instead of being approved like they said we would. They then told us that they would continue to refuse to accept our payments so what we were told to do was to pay off all of our debt with that money and we would qualify for the loan modification. Once that was done we provided the information to Carrington and again were told we would no longer qualify. Then they insisted in XXXX that we provide proof of two months checks, two years of tax returns which had to include the proceeding year even though our 1099 's and W-2 's were not ready or required to be sent out and it was not possible. They responded back to us that we " failed to provide requested information '', information that was not possible to provide at that time. After I filed my complaint with the Consumer Financial Protection Bureau, they refused to put the foreclosure on hold while they reviewed and responded to the complaint. In fact, I answered several calls in which they would only talk to XXXX and all communication involving the complaint was emailed to my husband, XXXX, and never to me, the complainant. In fact, I didnt know for some time that they had even responded to the complaint and had to fight to get into the CFPB site to find the complaint and the response so I could review it for accuracy. I found several questionable items and references in their response and their exhibits are referenced but incomplete or missing several important pages. For your information I have numbered all their documents exactly in the order they provided them to you and us ; they are marked Exhibit # 1, 2, 3, etc. The main body of the response has each paragraph numbered so they can be easily referred to when noted in the new complaint.
Company Response: Closed with explanation

Timely Response

2019-05-20

Cincinnati, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-19

Penn, PA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: When my mother died 10 years ago i took over her mortgage and was making payments to XXXX for about 6 years we had no problems i could ask them anything about the loan and they would talk to me about it, then they sold the note to a company called XXXX the payments went up and the company refused to talk to me because my name wasn't on the loan i told them that i was the deed holder they wanted copies of my moms death certificate copy of the deed the sign off letter from my siblings, sent them all that they had me send it again saying they never got anything but yet i had conformation letters. then i called one last time and someone talked to me but would not give me any information saying my name isn't on the loan. The next thing ya know i get a letter in the mail that they wanted proof of insurance sent them that they said that my moms name had to be put on the policy written as in the interest of : so i did that still had to wait 30 days till the legal department went over everything. then another letter comes saying that Carrington bought the mortgage tried contacting them to talk about the mortgage i was told to submit everything again ( which i did 3 times ) got the conformation letters but they kept saying they never got anything. then in XXXX of XXXX i got a letter from Carrington saying they wanted a copy of my drivers licensee and birth certificate. I called them asked if it could be my baptismal certificate i was told that was ok so i faxed that to them i called to let them know and they said they didn't get it so i faxed it again ( i had conformation letters as well ) was told that i had to give the legal team 30 days to process this again i want to discuss the payments because the amount went up from XXXX to XXXX. I have started the process to refinance the loan and they will not give me a payoff. When XXXX did a title search of the property the title came up clean twice yet i've been paying for ten years on this loan. Here are the 1098 's that are a little shady to me : In XXXX this 1098 came from XXXX that the balance of the loan in outstanding mortgage principal was XXXX and the interest received was XXXX also in XXXX XXXX sent out a 1098 form stating XXXX was mortgage interest received from payer and nothing shows in the outstanding mortgage box. In XXXX XXXX sent me the 1098 form in the mortgage interest received box shows XXXX and the outstanding mortgage principal box shows XXXX. Under the principal reconciliation box it shows XXXX beginning balance XXXX Principal applied XXXX ending balance this loan has gone up instead of going down. Then also in XXXX i get another 1098 form from Carrington showing that Mortgage received XXXX in interest then down in the outstanding mortgage principal box it shows all XXXX XXXX XXXX My mom took out this mortgage in XXXX according to these 1098 forms and it apears that the principal has gone up instead of going down as the loan has changed hands from company to company.My question is is there anything you can do to help me solve this probelem.
Company Response: Closed with explanation

Timely Response

2019-05-16

Ft Lauderdale, FL

Incorrect information on your report

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-05-16

Grosse Ile, MI

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX started to receive emails from Carrington Mortgage to Refinance my mortgage with them. I declined. On XX/XX/XXXX I received 2 more emails and a phone call. Declined both requested for them to stop. On XX/XX/XXXX received 3 more emails. Requested them to stop. On XX/XX/XXXX they started calling random family members of mine that are not on any of my mortgage documentation to get to me. Requested them to stop again. This has been a nightmare of harassment to me and my family members.
Company Response: Closed with explanation

Timely Response

2019-05-16

Auburn, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This is in reference to COMPLAINT ID XXXX SUBMITTED ON XX/XX/XXXX Concerning Carrington 's mismanagement of resolving mortgage assignments and recordings for a partial lien release. The closing for the property was to be XX/XX/XXXX. Because of the delay the buyer backed out of the sale of the vacant lot, {$35000.00}. My attorney did not receive the paperwork releasing the lien until XXXX of XXXX. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-05-14

Wagoner, OK

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-05-13

Indian Mills, NJ

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-10

Allenwood, NJ

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: I have been trying to do a loan modification on my mortgage and carrington mortgage services llc has not been helpful at all they deny me for missing paperwork and they already have it several times they asked for same document denied my application then told me the next time they have that same paperwork that they said they did not have.The most recent denial was for the reason of me not living in the house under fha guidlines even though they knew that there is water damage to property .There is an open insurance claim that there lost draft department is hounding me for the check yet there loan modification dept uses that against me this has been going on for at least 5 years now the reasons for there denial are unjust they use a little bit of the information they have access to against me and never the information that would clear any issues in my favor.They also change how they can communicate with me to there advantage all the time, one week they can email me the next they are not allowed to email me and the same person will tell you that they never were allowed to contact you through email because of company policy even though there is evidence of emails going back and forth for weeks, then all of a sudden you can email the rep again.They also put house on marshall foreclosure sale list without informing me and said that they did not have to inform me of a sale .They turned my last load modification down on a monday afternoon then tried a marshall sale the following morning.
Company Response: Closed with explanation

Timely Response

2019-05-10

Los Indios, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: 1. Carrington Mortgage Svc won't apply over a years worth of payments ( possibly more ) to principal, only to future payments 2. Wrong house payoff. 3. XXXX/Mortgage Customer Service told me to not make payments for 2 months ... ... I spoke to XXXX in Customer Service on or about XXXX because I got a letter regarding my prepayments. But I have no prepayments, just a monthly payment to the Mortgage. And one to Principal, every month since XX/XX/XXXX, & some were HUGE and bigger than my mortgage payment. She said they messed up my account in XX/XX/XXXX and began applying my principal to future house payments but they weren't going to fix any of last year because it was their policy to only go back 60 days. She spoke to her supervisor that let her request a 90 day adjustment. ... ..I was super peeved! I explained I am an older lady, ( Veteran ) working 2 jobs who was trying to get the house paid off early because retirement was coming and I may not be able to work that long. She kept saying they were going to adjust 3 months but not anything previous. I told her, " That is MY money, I sent huge payments to Principal to shorten my years on the loan/interest, and Carrington took it placed it where they wanted to and now it is as if I haven't paid anything to Principal & my loan is not shortened except for these past 3 months you are going to adjust??? She stood her ground that it could not be changed. I requested a phone number and address to their attorneys office in the event I would need to get an attorney myself. She said the only thing there was to give was the Research Department Fax and address, and there was no phone number except the Customer Service number. I asked, When will Carrington contact me to let me know if all 3 months were applied to principal and if they changed my house payoff? '' She said they would not call and I would have to call back at the end of XXXX and in the meantime I can't make a house payment NOR a principal payment until XXXX. WHAT??? This doesn't even sound legal to me! I called the Mortgage Co ( Carrington ) when I first started making Principal payments and was assured there was no penalty, they assured me I had the correct address, we reviewed the days I would send checks so they would never be late, and my Bank sends a check that says " PRINCIPAL '' on it every month. I WANT ALL MY PRINCIPAL PAYMENTS WHICH THE BANK SENT, TO BE APPLIED TO PRINCIPAL AS INTENDED AND AS THE PAPER CHECK STATES. AND I WANT A RESPONSE IN WRITING, NOT JUST HEARSAY FROM 10 DIFFERENT CUSTOMER SERVICE AGENTS! WHY CAN'T THEY FIX IT? IT WAS THEIR ERROR! IT SEEMS LIKE THEY ARE EXTENDING THEIR LOAN AND GIVING ME MORE PAYMENTS SO THEY CAN GET MORE MONEY FROM ME WHEN THEY ALREADY HAVE THE PRINCIPAL MONEY THAT WAS SUPPOSED TO SHORTEN MY LOAN IN THE FIRST PLACE! WHAT IF I CAN'T WORK FOR MUCH LONGER? WILL THEY COME AFTER ME TO FORECLOSE WHEN THEY ALREADY HAD MY MONEY??? WHY ARE THEY NOW TELLING ME NOT TO MAKE PAYMENTS? I DON'T WANT THEM TO FORCLOSE ON ME! I'M JUST TRYING TO PAY OFF MY HOUSE EARLY! ( See attachments : letter I wrote to them and 3 pages of payments. I've not sent it to them, but chose to go through the CFPB )
Company Response: Closed with explanation

Timely Response

2019-05-10

E Massapequa, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-09

MA

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was already discharged in bankruptcy and is no longer owed
Complaint: agent who did not identify themselves but trying to collect under the name of carrington requesting monies owed when discharged in bankruptcy.would not leave initially kept harassing wanting money. these gestapo tactics will not be tolerated.agent was out of line
Company Response: Closed with explanation

Timely Response

2019-05-08

Las Vegas, NV

Trouble during payment process

Mortgage: FHA mortgage

Complaint: we recently had a fire on XX/XX/XXXX. On XXXX XX/XX/XXXX I sent all to documents required that Carrington Mortgage Service, LLC loss draft needed via overnight mail. Since then they still have not released my check to rebuild our house. It's a large sum of money that they are keeping from us. Over this period of time from XX/XX/XXXX when they received the documents they have been stalling. Each time we call we speak to a different person, they tell us each time that we need to send over a different document, which I fax again, which has already been sent. I have sent these documents multiple times via fax and email. Everytime we call they have an excuse and we still have not gotten a check yet to start construction. I myself have called, my husband, my contractor, and my public adjuster. My public adjuster called on XX/XX/XXXX and spoke with a supervisior and she said she would have the funds sent over. Well that was a lie also. This is getting out of hand and I'm not going to tolerate this anymore with this company
Company Response: Closed with explanation

Timely Response

2019-05-08

CO

Trouble during payment process

Mortgage: FHA mortgage

Complaint: A few months ago i had changed and increased the amount of principal on the loan. I remember a notification stating that the new changes wouldnt take affect until the next billing cycle. I was unaware that this would also affect my current autodraft. I understand it is mostly my fault for not noticing the payment being withdrawn and processed. The account being used for the autodraft is an account only used for this loan and a portion of my direct deposit from my employer to cover the amount. I do not regularly check this account because it has been operating this way for 10 years without any issues. I also have been distracted and very busy with the birth of my XXXX child. My daughter was born in Colorado and the travel and time to see her has been challenging and difficult. I would also like to point out that i believe the attempts to contact me were not sufficient. I had received phone calls from Carrington that were automated but did not state the intention of the call. When i returned these calls your offices were closed. The only mail correspondence was sent certified after the delinquency threatening a foreclosure. I also do not continually occupy the home because of my work and my daughter. I have owned this home for 10 years and have never had a delinquency. My credit has been outstanding until this one event. I am in the process of purchasing a new home in Colorado and this has made a very negative impact. My credit score has gone down 100 points because of the delinquency. Please try and make an attempt to withdraw the delinquency from my credit report.
Company Response: Closed with explanation

Timely Response