CARRINGTON MORTGAGE SERVICES, LLC

2015-10-20

Northside, NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage was sold to Carrington MS LLC by XXXX. Issues from day 1, including no notice from them that they 'd purchased my loan. They made making payments difficult and basically forced me into missing a payment, the 1st and only payment that was ever missed in 7 years. Last year they sent me a letter falsely attempting to say I was required to get PMI. When I called they said it was a standard letter sent to all customers ; the letter said it was required due to loan type, it was not an informational letter. It took me 2 separate calls to get someone to send me a letter stating that I, in fact, did not need PMI. My concern now is that they are withholding my money. My home was sold in XX/XX/XXXX and the mortgage therefore paid off. I had to make somewhere between 5-10 calls over the course of 2 months to them in order to get a refund of my escrow, each time getting a different excuse as to why I had n't received the check and that they could n't tell me what the escrow amount was. When the check finally came, it included no information related to how the escrow amount was reached. I was told last month that the refund for my final mortgage payment ( XX/XX/XXXX ) was mailed to me on XXXX XXXX. I was told I 'd get a separate check for mortgage payment refund by XXXX separate agents, but told they could n't provide the exact number. I called today and was told that the check I received for the escrow refund included the final mortgage payment as well. The agent told me the amount of the check I received for the escrow refund. I asked for a breakdown of the escrow check, he said he would mail it. I asked that he tell me, to which he said he could n't discuss numbers over the phone. Even though he 'd just given me a number. In any case, the escrow refund is only for the amount I had in escrow, it does not include any additional monies as he tried to state. I asked my I was told by XXXX other agents on 2 other calls that I would be getting a refund for the final mortgage payment. He said they were incorrect. He all but refused to transfer me to a supervisor, then finally sent me to a general voicemail. It has been over 3 months since they were paid off for the loan. They are withholding monies that do not belong to them. I can not see where I have any recourse and do n't know what to do.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-19

San Antonio, TX

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-19

PA

Application, originator, mortgage broker

Mortgage: VA mortgage

Complaint: Carrington Mortgage reported 2 late payments on my credit report for both XX/XX/2015 and XX/XX/2015. The property was being rented for the previous 4 years and was sold XX/XX/2015 leading me to believe the late payment marked for XX/XX/XXXX was erroneous. I followed the instructions given to me by the mortgage company in resolving this issue but they said they can not give me a phone number for the department that is responsible for resolving this issue. I am now having great difficulty in acquiring a new mortgage for my family.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-19

San Antonio, TX

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

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

Disputed: No Timely Response

2015-10-16

Succasunna, NJ

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-14

Wascott, WI

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: Obtained a Loan Modification agreement and Trial Period from XXXX XXXX XXXX, Agreement signed on XX/XX/2015, with payments due on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. mortgage was sold to Carrington Mortgage Services on XX/XX/2015. I made all four payments, but Carrington claimed I did not make the XX/XX/XXXX payment, despite having it on record. They denied the Loan Modification based on that, rejected my XX/XX/XXXX Payment and my XX/XX/XXXX payment, then initiated foreclosure claiming I had not made the XX/XX/XXXX payment ( which was not due or owed due to the modificaiton agreement ) now they wo n't work with me, refuse to look at their records and are going forward with foreclosure.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-13

South Florida, FL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: My loan originated with XXXX, XXXX XXXX XXXX and was later sold to XXXX XXXX XXXX. I have an FHA loan. My mortgage fell into foreclosure due to a series of hardships and marital issues. I tried to do a loan modification but was declined. I subsequently opted for a short sale because I needed money to assist with relocating for my sons to keep custody of them and I also need to finish college and can not obtain the loans needed with the foreclosure. I listed my property with a Realtor, submitted my short sale package to XXXX XXXX XXXX and received an approval. As my approval came in, XXXX XXXX XXXX transferred my loan to Carrington Mortgage. Once my loan got to Carrington Mortgage, I spoke with a representative who said Carrington will takeover with the short sale from XXXX XXXX XXXX. He said the sales price needed to increase to XXXX and they had to have a minimum of {$87.00}. I told him that the cash buyer had already increased his offer and I sent the contract as requested to Carrington. I even sent updated income documentation. As I waited to get the green light to close, my home was foreclosed on XX/XX/XXXX and I was n't notified. I was caught by surprise. The attorneys for Carrington never sent me notice and I was waiting on Carrington 's short sale instructions. I raced to hire an attorney who objected to the sale. The property went back to Carrington, but the deed was not transferred because of the pending litigation. I need help resolving this matter
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-13

Liverpool, TX

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: My home was foreclosed before I had the chance to pay the past due. I never got to have my full 37 days to correspond. I am attaching more supporting paperwork to say that my home was taken from me before I could respond after speaking with Carrington Mortgage. Again, another home taken from a Service XXXX Veteran.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-09

Sanford, FL

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-09

Dallas, TX

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: XXXX am filing a complaint on what I believe to be " Wrongful or Unlawful Foreclosure '' Although my house was foreclosed on XX/XX/XXXX I believe that I evidence proving that Carrington Mortgage Services, XXXX XXXX XXXX, XXXX, CA XXXX ( XXXX ) XXXX did not follow the Proper Practice Guidelines set out by the XXXX following the XXXX XXXX XXXX " MERS '' lawsuits. I should also note that my mortgage in fact was a part of the XXXX XXXX and XXXX of XXXX " MERS '' issue. In XXXX XXXX I filed for a forbearance with XXXX which consequently never happened I suspect due to the federal investigation. In XX/XX/XXXX XXXX XXXX held up all transfers of service XXXX was negotiating and I do n't know the release date but I do know my mortgage was included. In XX/XX/XXXX I received a transfer of service from Carrington stating that my XXXX account # was being transferred effective XX/XX/XXXX, my new account # and that my current creditor was XXXX XXXX and my current servicer was Carrington Mortgage Services and the amount of the debt was {$.00} I immediately called Carrington explained the XXXX situation at which time we began what I believed to be the forbearance process. The process took ( XXXX ) sets of paperwork sent XX/XX/XXXX, XX/XX/XXXX and the final paperwork XX/XX/XXXX. The entire period I was told my paperwork was only good for 30 days and it had expired the first XXXX times. Finally XX/XX/XXXX a letter was drafted and I received XXXX separate envelopes in mid XX/XX/XXXX denying me loss mitigation, deed-in-lieu, a short sale and a loan modification due to excessive forbearance. Next thing I knew I received a Notice of Pending Acquisition dated XX/XX/XXXX. The notice stated that the title to my property was expected to transferred to Carrington then transferred to HUD, and it was only when I received Notice Of Acceleration XX/XX/XXXX did I realize the trustee of my note " MERS '' was removed and it was now owned by Carrington. I also know that my MERS # is inactive and that raises a question in itself. My continuous calls to Carrington included requests some of which were trying to find out how I did n't qualify for any help, could they prove transfer of title, workout plan, my need to have money to move and a few other things. Upon their disinterest to help me or work with me in any shape or form I started my own due diligence because I felt something was not right about this whole foreclosure process and I wanted to find some facts about it 's legality I am shocked to find as much as I have. The following is the list of what I found through my research and telephone calls and these would be the very essence of my complaint. At the time I first requested a forbearance from XXXX they were already involved in the federal issue and I should have been informed that my request was NOT going to be approved and/or looked at a ) because they were transferring service b ) they were involved in a investigation. When I received the transfer notice Carrington had an obligation to follow XXXX Guidelines which clearly outline my rights to be " Homeowners have the right and lenders are obligated to offer any and all options for foreclosure avoidance through the following practices '' a ) the right to proof of an accurate balance b ) the right to proof of assignment c ) the offer of loss mitigation d ) the right to have my appeal, complaints and requests addressed e ) the right to a timely review of my request ( s ) f ) and finely the right to retain my home period! I have much more to this complaint so I am attaching the whole complaint to the document upload.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-08

Conyers, GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-08

AR

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: Checking my credit report XXXX Carrington Mortgage Company has place that I have filed bankruptcy. I have explained to these Credit Bureaus that I have not filed bankruptcy however they continue to come back after I dispute it saying that Carrington Mortgage will not remove it. I have called them and they are not fixing. My second issue is, XX/XX/XXXX 2015 I asked what the balance of my escrow account. The rep told me the balance for this year was {$1100.00}. I gave her my credit card number and asked her to pay my escrow in full, which should decrease my monthly payment to {$770.00} which is the interest and principle. The next month my statement showed a credit that was applied to my payments instead of the escrow account. I called and spoke to a rep and explained the situation over again. They said they would investigate it. I did not pay them for XX/XX/XXXX 2015 the month that they showed the payment for because I was pending the result from the investigation. In XX/XX/XXXX 2015, two months later, they finally reversed the payment and put the {$1100.00} towards my escrow. When they did that I they began to show my account late and charge me late fees and my payment remained the same, actually going up to {$890.00} from {$870.00} when my account was at XXXX.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-08

Mesa, AZ

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-08

FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Our mortgage loan has been perpetually 2 months behind for a year while being serviced by XXXX. While obviously not ideal, we have been paying a full month each month. We received notice from XXXX last month that our mortgage has been sold to Carrington mortgage services and this is where our trouble started. It is now XXXX XXXX with no payment info, no mortgage number, no communications from Carrington. So we called to make our payment and the rep refused to take our payment if we didnt pay at least 2 months immediately. Refused to connect us with a supervisor claiming his supervisor was too busy so my husband left a message with no reply. I felt this had to be illegal and so I looked up this company. They are apprently scam artists and I am unclear why they are allowed to continue doing business in America. I am not willing to allow some scam company to foreclose on my home because they thought they bought a mortgage ready to be foreclosed on. The rep claims our mortgage states that we are required to always be current because it is an FHA loan, which is the most ridiculous statement ever. Of course you are supposed to pay on time but when you lose the only household income and have no income for nearly 2 months, catching up is newrly impossible. XXXX was understanding and happy to collect the month payment we were able to make every month. Our loan doesnt qualify for modification as it is only 2 years old. So all the financial hardship options are unavailable to us. I am unclear why this company would be set on foreclosing a home where the owners are trying to pay them and why they would be forcing a home into foreclosure when they literally just purchased it. If they dont want to service the loan they never should have bought it. Looking up their record, it obvious there has been no consumer protection agency taking action against them.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-08

Altama, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-07

Harsens Is, MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Starting end of XX/XX/XXXX/XX/XX/XXXX of this year ( 2015 ) I have been paying additional money on my mortgage to pay off the principal of my mortgage. My mortgage company has not deducted the additional money paid from my principal balance and continues to say that I do n't have a payment due. I called once with no resolution. I again called today and the customer service rep then told me that I have to write a letter to their research department and will get a response within 30 days. They refuse to give me a phone number to speak with anyone. I am trying to pay my mortgage off early and it is obvious that Carrington Mortgage does not want me to do so. I am frustrated and want the {$13000.00} extra I have paid applied towards my principal ASAP!
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-06

Ivalee, AL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-05

Calumet Park, IL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-05

Boston, MA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Carrington Mortgage Services denied a loan modification request on XXXX/XXXX/15. We have since submitted an appeal along with supporting documents to substantiate additional income by requesting a review of the file XXXX loan # XXXX XXXX. After many phone calls they finally admitted they were in receipt of the documents as of XXXX/XXXX/15. We were told that the review will take up to 30 days. XXXX/XXXX/15 came and went, no word from Carrington Mortgage Services. Many calls later, we are hearing conflicting statements from their representatives. Promises of phone calls for an explanation for the outcome of their review produced only nothing. I, XXXX XXXX residing at XXXX XXXX XXXX, XXXX XXXX, MA XXXX, am appealing to the Consumer financial protection bureau to look into this matter. It seems that Carrington Mortgage Services is acting in reckless, deceitfull and unprofessional way XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-05

Liverpool, TX

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: My home is being foreclosed and the bank has denied my short sale. We are asking that the foreclosed date be postponed so that we can get the home sold. Carrington Mortgage Services would rather foreclose my home and have a permanent mark on my credit than to have my home sold and a positive spin be added to my credit history. Also, I just received counseling from a HUD Counselor Member and was just told about the XXXX program. I was never given to the option to utilize the Partial Claim. My husband lost his job and has had no income in the last 3 months. For the past year and a half his employment has been below his normal income capability due to conditions XXXX. I have attached a copy of the Residental Contract for the Short Sale which was denied and also the Carrington Mortgage Statement. I would also like to add that my husband is a XXXX XXXX Veteran.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-02

Atlanta Naval Air Station, GA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-01

Kirtland, OH

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-01

Champaign, IL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: More complete record attached. The servicer has not been following the CFPB guidelines designed to allow borrowers to complete a modification packet. The CFPB was enacted to " promote fairness and transparency for mortgages, credit cards, and other consumer financial products and services. The CFPB will set and enforce clear, consistent rules that allow banks and other consumer financial services providers to compete on a level playing field. '' Federal Register. The spirit of the CFPB encourages borrowers to submit modification packets for review and imposes regulations on the servicer that prevent them from arbitrarily denying packets to move the foreclosure process forward quickly. The CFPB requires transparency and cooperation to aid borrowers. Beginning XX/XX/XXXX I have been attempting to receive a modification on my current mortgage. I want to be able to keep my home. I submitted a packet, through my attorneys, to the bank for review. My loan is serviced by Carrington Mortgage. On XX/XX/XXXX the servicer sent a Certificate of Readiness indicating my packet was incomplete. The servicer indicated my packet could not be deemed complete for review until evidence was shown that a XXXX lien on the property had been resolved. Through my attorneys I inquired as to what regulation and lien the servicer was referencing. After waiting several weeks my attorneys inquired on the status of my packet XX/XX/XXXX. We were told my submission could still not be reviewed at that time because of a XXXX lien on my property. Regulation 12 CFR 1024.41 ( b ) ( 2 ) ( B ) requires a servicer to inform a borrower within 5 days if a packet is complete or incomplete. The servicer did not certify the packet incomplete or complete within 5 days. There are no liens on my property that supersede my mortgage. My loan is USDA insured and the USDA guidelines do not prevent a modification from being reviewed because of a XXXX lien ( XXXX ). Even if there was a XXXX lien on my home the USDA guidelines would not prevent my packet from being reviewed and a modification offered. My attorney 's informed the bank of the USDA regulation. The servicer is bound by HAMP regulations laid out in the HAMP servicer guidebook. Rule 9.3.1 states it is the servicer 's responsibility to " ensure that the modified mortgage loan retains its XXXX lien position and is fully enforceable. '' If the lien was an issue the servicer should have been working with me to make sure the modification was given XXXX lien priority. It is the servicer 's duty to get the necessary approvals to ensure the modification retains XXXX lien priority. The XXXX lien on my property should not have affected the servicer 's ability to ensure the modification had first priority. The bank attempted to enter a default judgment against me despite not following any of the CFPB rules. A judicial order was given requiring the bank to allow me to submit a new packet for review. I assumed the packet would be reviewed in good faith. Complying with the court 's order I submitted a new packet on XX/XX/XXXX. I was advised by my attorney 's a waterfall analysis showed I qualified for a modification. With the other issues cleared I thought I would be granted a modification. After waiting a full month a decision was handed down by the bank on XX/XX/XXXX. I was denied a modification, no explanation was given and I was not reviewed for other options. 12 C.F.R. 1024.41 ( c ) ( 1 ) ( i ) requires a borrower be reviewed for all loss mitigation options. My attorney 's informed the bank of this requirements but there has been no movement. I filed a timely notice of appeal/error letter informing Carrington mortgage I should have been reviewed for all loss mitigation options. Furthermore in the letter is stated my intention to appeal the banks decision.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-30

Harsens Is, MI

Disclosure verification of debt

Debt collection: Mortgage

Right to dispute notice not received
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-29

White Hall, PA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response