CARRINGTON MORTGAGE SERVICES, LLC

2015-11-14

Columbus, OH

Credit decision / Underwriting

Mortgage: FHA mortgage

Complaint: I got approved for a loan to buy a house I have submitted everything I need to for them I paid for the inspection and paid good faith check after all of that they said I did n't get approved for the loan to cancel my contract because they do n't want to wait for the down payments assistant said that the Sellers do n't want to wait that long I feel like they are getting over on me I feel that they should have told me that I did not get approved before I spent my money and picked out a house Carrington mortgage in XXXX Ohio XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-11-14

Mountain View, OK

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Carrington Mortgage Services LLC consistently processes my payments incorrectly. I always pay additional principal and it is always processed as an additional regular payment. I was instructed to mail my payments to a different address so that this would no longer happen. I have mailed two payments to the new address and the payments are still processed incorrectly. This has occurred approximately 8 times in the last 2 years.
Company Response: Company believes complaint is the result of an isolated error Closed

Disputed: No Timely Response

2015-11-13

Glen Easton, WV

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: We are in foreclosure now because our mortgage company did what you dual-tracking. While we were in the process of sending and faxing information to Carrington mortgage company for months. They were already signed over our note.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-12

Other

Mortgage: Other mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-12

Concord Farr, TN

Other

Mortgage: Other mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-12

Spring Hill, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My old complaint number, against Carrington Mortgage Services is XXXX. This is a brand-new complaint against Carrington M. S., same Account Number XXXX. Item 1. Statement Dated XXXX/XXXX/15, for payment due date XXXX/XXXX/15, charging late penalty of {$17.00} plus two months mortgage of {$520.00} each month, total {$1000.00}. This amount was paid through XXXX XXXX XXXX on XXXX/XXXX/15. Item 2. Statement dated XXXX/XXXX/15, for payment due date XXXX/XXXX/15. I DO NOT KNOW IF cfpb IS RESPONSIBLE FOR THIS MIRACLE. No payment was required for the month of XXXX 2015, and the penalty {$17.00} was used to pay down the principal. XXXX XXXX I got sick and was not at home. I asked my daughter to pay {$520.00} on XXXX of each month beginning XX/XX/XXXX. Item 3A. Letter dated XXXX/XXXX/2015, stating XXXX/XXXX/2015 payment of {$520.00} was not received and late charge of {$17.00} was assessed. ( This scan at end of list ). Item 3. Statement dated XXXX/XXXX/15, for payment due date XXXX/XXXX/15, for {$520.00} plus {$17.00} plus {$520.00}. Payment of {$520.00} was made on XXXX/XXXX/2015. Item 4. Statement dated XXXX/XXXX/15, for payment due date XXXX/XXXX/15, $ XXXX {$17.00} plus {$520.00} plus {$17.00}, grand total {$1000.00}. Item 5. Statement dated XXXX/XXXX/15, for payment due date XXXX/XXXX/15, asking for {$1000.00}. It is clear to see that by creating a subterfuge of a " NO PAYMENT MONTH '' a charge of {$17.00} could be imposed " EACH '' month.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-12

Raymond, NH

Other

Mortgage: Other mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-12

MA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: Carrington mortgage company is in direct violation of the u s treasury dept making home affordable program guidelines. Specifically chapter 2 section 6.3.1 as per mha guidelines version 4.5 dated XXXX/XXXX/2015. Carrington mortgage is in direct violation of mha guidelines chapter 2 sections 6.3.2.3 and 6.3.2.4. Carrington mortgage approved me for an in house modification and neglected to exhaust the XXXX approach financially harming me at least {$72000.00}. Carrington mortgage has neglected to provide me with the npv test results conducted on or about XXXX/XXXX/2015. By approving me for an in-house modification, and not following the XXXX guidelines, is blatantly unfair and deceptive.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-11

NJ

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: To Whom it may concern, I am a victim of a predatory loan, ever since I try to refinance the morgage company is not returning my phone calls, I was going througth a financial hardship and this morgage company came with terms that was supposed be better for my mortgage, I was paying {$2700.00} a month then they offer me that if I refinance things will be better. Studently when the new morgage payment came it was for {$3700.00}, I call them and call them and they never got back to me, my loan was {$350000.00} XXXX and now in the statemens say I owe them {$580000.00} XXXX ( with all the fees they say I owe ) yesterday I saw they put the house to auction for ( {$780000.00} ) XXXX, I am trying to contact the lawyer that has my case ( lawyer that works for lender ) and they being avoiding me too. I guess this my last resource before I go to the news and release my statement. Please help, I went to my house and the bank send someone and took all my documents in the floor and guess but the only took the loan papers everything else it was there, I guess they not trying to incriminate themselves. If you go online you will find a lot people taking about this morgage company, what they did to me they have done to other people. Please help, do n't let this criminal get away. I decided to take this step because I believe in justice! And even if I have to go to Washington I will because I am not gon na let them take my house because they think people has no education.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-09

MI

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: Carrington MS took over my loan from XXXX bank. I had some financial issues with business and got behind in my mortgage. When I tried to make house payment they refused to take it, said I had to have XXXX payments. Next week I had XXXX payments and they refused them and said I had to have XXXX payments. This went on and on until I got help from XXXX, got caught up and this whole time I was trying to get a modification using HARP program. While this is going on my health was getting worse from the stresses they caused. I have XXXX and stress is very bad for my illness. After trying to get XXXX modification done with them, they turned me down XXXX. Started a XXXX with a agency here in Michigan, by now my health is getting real bad, I had to file for XXXX. I was forced to quit working because I was unable to keep up with the demands of XXXX that I owned. Sold it and paid off a couple bills. Found a local job and was fired because I was sick. Then next week social security approved me for XXXX. I have had XXXX for thirty years and always had been able to work as long as I got rest and kept my stress level down. When Carrington MS would n't give me a HARP modification so I could keep my house so I would n't lose all of my investment was devastating to me. Today was suppose to be a sheriff sale and they pulled it from the docket. So they are still causing XXXX situation to me. I offered them XXXX in XXXX 2015 and today it was being offered for XXXX. When my attorney made the offer they never even responded to him. That 's when I had to file bankruptcy. When I was trying to get the modification done they told me to call USDA rural development, Carrington claimed it was USDA was turning it down, USDA said they only guarantee the loan through XXXX bank and for me to call them. I called XXXX bank. They said they did n't have anything to do with the loan, I had to call Carrington. Called Carrington again and was told they did n't know anything and did n't even know who I should talk to but would get back to me when they figured it out. Never did call me back. I am still on the title of the property. No one seems to know who owns my house now. My real estate agent ca n't get any answers either. The fair market value is under {$30000.00}, I bought it just before the bubble in real estate collapsed.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-09

San Jose, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: " DUO TRACKING '' While progressing with our Loan Modification proceedings, our home located in XXXX, was unlawfully SOLD and FORECLOSERED during a Trustee 's Sale ( presumably ) on XXXX XXXX, 2015. The foreclosure proceedings were initiated and driven by the Carrington Mortgage Services ( identified herein as : " CMS '' ) and specifically, by the CMS ' Foreclosure Department. This illegal raid took place at the same time as we were holding in our hands an official letter from CMS titled, " Formal Appeal Notification - Appeal Accepted '' dated a two weeks prior to the Trustee 's Sale. Naively, we did nothing to prevent this ordeal because we trusted in a significance of the Appeal Approval letter. Then later, it became obvious to us that while dealing with the CMS ' Home Retention Department to finalize our Loan Modification Application - on one hand, the CMS ' Foreclosure Department conspired to proceed - on the other side - with a foreclosure of our property using a deceiving " back door '' hidden routine. Our " presumption '' comes from a continued uncertainty as we are dealing with CMS. Since the acceptance of the " Appeal Approval '' letter, we did not receive any other notification or correspondence of any kind from Carrington Mortgage Services. This type of CMS ' misconduct is leaving us in a deep physical distress and emotional limbo especially now when we are not sure of our foreseeable future. We still have our valuable belongings there ( in and at the house ) that need to be protected and secured. We need a significant amount of time to act upon but again, it is imperative to know which direction we should take. With their wide spread discriminative, dishonest and illegal agenda, we 've become victims of a predisposed and prejudiced practices of the Carrington Mortgage Services , LLC. And for that reason, we are seeking a Legal Representation against the CMS Company. The damage inflected by CMS ' action is far-reaching and does have a negative impact on every aspect of our lives. CMS must and will be hold accountable for everything they have done wrong. BRIEF OUTLINE OF THE COMPLAINT : DUO TRACKING : The house was foreclosure-sold by one department during an appeal process conducted by another department of the same CMS Company LACK OF COMMUNICATION : No communications of any kind since the " Final Appeal Notification - Appeal Accepted '' letter of XXXX XXXX, 2015Slow or no communication during the entire Loan Modification processIntentional delaying important documentsDisregard to a request to continue a two-way communication MISMANAGEMT : A severe impairment of communication between XXXX of the " Single Point of Contact '' Representatives and their Management within the same department FALSE ACCUSATIONS : Notorious dismissal of mail delivery and the correspondence reception even being proved otherwise FALSE AND MISLEADING CLAIMSUnjustified claims of a rental property without prior verification and this was leading to a Loan Modification application denialDeliberate dismissal of all truthful statements DISTEGARD TO A FINANCIAL HARDSHIP ' LOAN MODIFICATION APPLICATIONDismissing the plea to modify the monthly payments to the level that can be maintain without financial burden. House was sold for a fraction ( 30 % ) of what we have asked for to modify
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-06

Bellevue, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have a loan with Carrington Mortgage. On XX/XX/XXXX I made my payment for the XX/XX/XXXX pmt. Carrington Mortgage held my funds in suspense for over 20 days not applying ti to the regular monthly mortgage payment on my acct which is current. As a result a Notice of Intent to foreclose was sent as well as billing statements threanting to foreclose. However my account was current and has always been current. If they would have applied by funds on XX/XX/XXXX to my XX/XX/XXXX payment no notice of intents or bad billing statements would have been sent. This week on XX/XX/2015 they sent me a letter however it failed to mention why they were holding my funds, it didn't address the notice of intent or billing statements. On numerous recorded calls Carrington Mortgage attempted to collect on the payment they were holding in suspense. Then after realzing they were holding the funds they simply would say "I dont know what happened and why they were holding my payment in suspense". Its not right for them to put me thru this as this is my kids home and its simple you cannot attempt to collect on a debt thats not owed and my XX/XX/2015 was not owed as they had it applied to my suspnese account. Additionally they said they cant help the fact that the notice of intent was sent as it was system generated. if thats the case How many other customers are being affected by their inadequate processes and procedures? Very concerning and I beleive they owe me for what they put me and my family thru.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-06

Arenzville, IL

Settlement process and costs

Mortgage: Other mortgage

Complaint: This complaint is about a re-finance of an existing home loan. The refinance is through the company that currently has the loan. They offered the re-fi the first of the year, I applied for and received it, I have the approval letter. Usually, approval letters have experation dates of up to three months, mine specifically has none and the company does not like that, obviously if they have to sell loan at today's rate they would loose money on the deal. Since the approval letter came, the agent XXXX, has put of sending someone to finish the loan. it has been Eleven months and they still have not done anything. XXXX, XXXX Supervisor has repeatedly said they will work things out but nothing has been done. They asked me to reapply, I asked, "At today's rate and will you have the oppurtunity to reject my application?" He said that it was true and I told them that was not right and that since they made an original agreement they will honor it. I told them that I was going to make a complaint to the CFPB but they acted like they did not care. XXXX did not seem worried that I was going to contact the Illinois Department of Professional Regulation where he must have his Illinois License through. Carrington Mortgage Re-Finance out of their Florida Office is the place where XXXX and XXXX are located. I have copies of the original application and the approval letter that show no dates of experation. I think that they are just waiting for the year to run out so that they can again say, "Well, it is too late to fix anything now!" About three or four months after I received the approval letter, and many phone calls to XXXX while he still worked at the California office, he admitted that the application had gotten lost on his desk but that he still wanted to work with me and get it pushed through even though he was moving to the Florida Office of Carrington Mortgage. I was originally assured that this was going to be a smooth process but I was wrong. All that I want is my original re finance to go through, that's it and Carrington has made it miserabble since they screwed up and hope that I will go away. The last call, almost two weeks ago, was to follow up on a statement made by XXXX that he would check and see if the dates on all of the documents be changed and updated, would that make the loan go through but I have not heard from him or XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-06

Gretna, LA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: I AM REPORT TO I AM SICK AND STAY IN THE HOSPITAL FOR 5 DAYS, WENT I GOING TO WORK THE WORK FINISH BUT IF FOR CONTRACT AND I LOOKING FOR JOB TO I AM GOING TO XXXX XXXX AND I HAVE DEBT TO MONTH TO MY MORTGAGE AND NOT HAVE MONEY TO PAY BILLS AND THE HOUSE YOUR HELP ME MY NAME IS XXXX XXXX I LIFE IN XXXX XXXX LA XXXX AND MY CELL XXXX THE MORTGAGE ITS CARRINGTON MORTGAGE SERVICE XXXX, CA XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-06

VA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: my house burned I called Carrington mortgage company ( who owns my mortgage ) to ask for a payoff and how to go about paying it. Their representive told me to send check to them unsigned then they would sign and send back. I would then sign and bank wire the money to them because there was a few XXXX extra in the check. I ask a number of times to make sure I was doing this right. I sent ck overnite XX/XX/XXXX to make sure it was paid XX/XX/XXXX because the payoff would change then and they would charge me more. when I called XX/XX/XXXX to see why it was n't back they told me it had to be done a completely differnet way and that they had just put it in regular mail so it would n't be back XX/XX/XXXX. when i said but that will cost me more the Rep said oh you do n't have to worry about it there is plenty in the ck to cover what ever we will need to take .When I ask how much they r going to take they said they would n't know till the check got back to them. and refused to give me any numbers at all. When I complained because I had done everything I was told to do the mistake was theirs that I felt I should not have to pay anymore than than XXXX payoff I just keep getting suffled to some one else. I had this loan for over 6 years and paid over $ 40,000.oo yet my payoff was only {$7000.00} less than I started with
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-05

Douglasville, GA

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-05

Millcreek, UT

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-04

Oak Grove, MO

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-04

VA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I was notified by my Carrington Mortgage that my flood insurance policy had been canceled or expired on XX/XX/XXXX15. Since I live in a condo and our building was never required to have flood insurance, this was news to me. Still I scanned the letter and emailed it to our association manager for him to check into it. Apparently we are now required to have flood insurance. The manager scheduled surveys and worked with our insurance agent to get this done. I received a XXXX letter that stated that, if they did n't get a policy declarations page faxed to them in 20 days, Carrington would purchase flood insurance for me and bill it through my escrow. I spoke to XXXX agent at CMS with no satisfaction ... she only repeatedly told me that they would be purchasing flood insurance for me XX/XX/XXXX. Shortly after, I received, from our association 's manager, a copy of the flood insurance premium payment made XX/XX/XXXX with a 30-day waiting period for coverage to start. XX/XX/XXXX 2015, I wrote a letter ( attached ) and faxed it to the fax number for the policy declarations explaining all of this. I also asked for an email response and have yet to receive it. Today, after I saw in my online account that they had force placed flood insurance on my mortgage, I called the insurance department of Carrington Mortgage. I was told that they could not accept the copy of the premium payment and that nothing short of the policy declarations page could remove the policy they supposedly purchased. Although I had until today, XX/XX/XXXX to provide that proof, they placed the coverage on my loan XX/XX/XXXX and backdated it for the coverage to start on XXXX XXXX, 2015, the supposed date that my nonexistent last flood policy was canceled or expired. I 'm sure that Carrington Mortgage is going to attempt to charge me for several months of flood insurance even though a ) there was no policy in place until XXXX and b ) I, our association manager, and our insurance operated in good faith from the date of receipt of the first letter to secure flood insurance for our condominiums. I am not individually responsible for flood insurance for the condo building and we did everything in our power to get this done. I fear, based on my reading of many, many complaints about Carrington, that they are using this method as a way to increase fees to the business and defraud its clients.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-04

TX

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: XXXX was servicing my mortgage and sold it to Carrington Mortgage Services. I was double charged on my first auto draft payment to them ( permission provided from XXXX ) and when speaking with the representative on the phone, acknowledged the charges but said there is no way to reach the department or anybody that can fix these issues other than through fax or hand written request and a delay of 3-15 business days upon receipt and verified proof of double payments posting. On top of this, I suggested skipping a payment the following month to avoid the hassle and was told that the next month 's payment would still be taken from me and I would be ahead of the payment cycle until the loan is paid in full. 26 years later. The double payment that was taken did not post the second amount to the principal balance and instead still applied both as full regular payments. To take double the payment when not allowing for a payment in excess of the amount due is one problem, and then not being able to easily refund the stolen funds is certainly another. Any assistance you can provide would be greatly appreciated. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-03

Decatur, GA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-02

Rochester, NY

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXXFederal Consumer Protection BureauTo Whom It May Concern : XXXX XXXX 2014 XXXX Mortgage sold my mortgage to Carrington Mortgages Services XXXX. From the mortgages Origin to this date I have never been late or missed a payment. Recently I have tried to refinance some of my properties and having pulled my credit report my Banker noticed in the comment section of all three agencies " Mortgage in Forbearance '' I called Carrington to find out why this was on my credit reports and I was told I had to make a written request for an investigation. I asked to speak with a supervisor to explain why they could n't tell me why a mortgage that has never had a payment missed would have such a notation on it. After being put on hold for 15 minutes the attendant said to me that there were a number of mortgages recently bought that had errors noted on the reports. He said I would be receiving a letter explaining this and the credit reporting agencies would be updated with that correction and removal of the erroneous comment. I asked for an email of the letter and was told they could not do thatTwo and half weeks have passed with no letter in the mail. I called today and was told I would have to send a letter requesting the letter they said they would send 2 weeks ago. I flat out refused and asked to speak to a supervisor. Again being put on hold for 15 minutes the attendant came back to say that he sent the request to the document department and I should be receiving the letter or their error in several days. Since my first contact with this company I have been treated like some kind of deadbeat. First by their greeting on the phone of " We are a debt collector attempting to collect a debt '' and subsequently their comment on an otherwise pristine credit report. XXXX times after asking to speak to a supervisor the attendants returned to say I did n't have to do what they insisted I do to get an answer in the first place. This is no way to treat a customer and to do fair business. My hope is that Carrington Mortgage Services is reprimanded for their failures to service me as good customer, treat me fairly and with respect. Needing to demand to speak to a supervisor is no way to get simple requests like an explanation or a letter explaining fault. Thank you, XXXX XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-02

Chino, CA

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-02

Coral, FL

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-30

Bybee, KY

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response