CARRINGTON MORTGAGE SERVICES, LLC

2015-09-29

San Antonio, TX

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-29

Orion Twp, MI

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Carrington Mortgage Services , LLC, XXXX XXXX XXXX, XXXX CA XXXX ( XXXX ) XXXX is unfairly inflating the Escrow reserves amount in order to increase our Monthly Mortgage Payment by 21.77 %. The escrow analysis was incorrectly prepared to reflect XXXX Winter Property Taxes being paid in XX/XX/XXXX, and XXXX Summer Property Taxes being paid in XX/XX/XXXX. The escrow reserves amount is excessive. Customers of Carrington Mortgage Services , LLC should be warned about the unfair servicing practices of this Mortgage Servicer.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-28

Columbus, OH

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: XXXX 2015, my mortgage loan was purchased from XXXX by Carrington XXXX XXXX In trying to setup auto payments the direction that I was given that I could fax over my bank account information for them to withdraw the funds was incorrect. After several calls I was later told the only way to setup auto withdrew is through the mail. Thereafter my payment increase despite being on a fixed loan. I switched insurance companies and for them to reduce my payment they stated I had to call back to ask for the analysis. So for my payment to increase no action has to be taken on my part but when there is a reduction when you have lower insurance you have to request an analysis. Unfair to the consumer. In addition, On XXXX XXXX, 2015 I called to ensure my extra payments were applied correctly to my escrow and it was not despite what the customer rep. stated who took my call. Every time I contact Carrington Mortgage I get a different response from a representative. They are pleasant but extremely inconsistent and extremely unfair to the consumer. I will be refinancing to run away from this company.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2015-09-28

TN

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: I have asked Carrington Mortgage to stop calling me to sell me a refinance of an existing mortgage. They call every 10 days to 2 weeks. Last week ( XXXX or so ) I called customer service directly and asked them to stop with the calls or I would be filing a complaint. Here we are XXXX and I have a message on my machine " Update on my account '' with a phone number to call. I WANT THEM TO STOP CALLING ME! My loan is in good status and was sold to them.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-25

La Marque, TX

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-25

Bedford, TX

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Earlier this year our mortgage loan was sold from XXXX to Carrington Mortgage and our homeowner insurance renewed around the same time as this. I paid our mortgage using the old amount before the escrow analysis number could be adjusted to the new payment. Carrington placed that {$1400.00} payment into their " unapplied cash '' on our account which makes it appear that we missed a payment. They charged us a late fee and hit our credit reports with a missed/late payment status. Up until this point with our mortgage we 've had great payment status. My husband is has been out of work since XXXX and I do everything I can to ensure our house bills our paid on time. Carrington has a history of complaints with what has happened to us. It has been reported that they " pad '' their escrow accounts to make money and cause people undue stress when raising their monthly mortgage payments. I site the following websites for these complaints of sold loans and problems. XXXX corrected our unapplied cash payment and I have reached out to Carrington about this issue. They have told me there is nothing they can do.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-25

MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I would like to make a complaint against Carrington Bank. XXXX XXXX XXXX sold my mortgage to this company in XXXX of 2015 with no notice to me. Carrington Banks has increased my mortgage payment with no explanation. When I try to call to ask, they claim it is because they need a " two month '' cushion for escrow payments. They have also consistently made sure that my payment is late, either by telling me that my bank account is not valid and then locking me out of my online account. These actions then force me to call Carrington and pay by phone which costs an extra XXXX dollars + the XXXX dollar late charge + the 30 day late payment on my credit report. Plus Carrington, then sends letters that they are starting foreclosing process on certain dates because my payment is late. I would like to refinance to get away from this company, but Carrington has made it impossible to do so because it looks like I am constantly late on my payments. PLEASE ADVISE HOW TO GET AWAY FROM THIS COMPANY!! I know I am not the only person to have these problems. If you look at the complaints on XXXX and other various online sources. There are many people facing the same issues. This mortgage business is not even BBB verified!!
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-24

Vancouver, WA

Other

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-09-24

Moapa, NV

Application, originator, mortgage broker

Mortgage: VA mortgage

Complaint: Earlier this year my VA Mortgage was transferred to Carrington Mortgage Services for unknown reasons from XXXX XXXX XXXX. I elected to refinance with Carrington and was assigned to XXXX XXXX ( Loan Officer, Regional Sales Ctr. Inside Carrington Mortgage Services , LLC ) back in XXXX of 2015. The refi had changed from cash-out to streamline throughout the process and after many failed attempts of attempting to get a hold of her and her supervisor ( XXXX ) I elected to start searching elsewhere after several misleadings by Carrington as a whole. For instance, XXXX left a voicemail for me on XXXX XXXX stating, " please give me a call wanted to find out if you 're going to be available for a closing we finally got the exception we needed ... '' I finally contacted XXXX approximately one week later letting him know that I would no longer be closing with them and that I 've elected to utilize a different company. XXXX stated that he would close out my application and in the mail I received a, " Statement of Credit Denial, Termination, or Change '' stating " Application Denied. '' I find this to be gross misconduct and misreporting on the bank 's behalf and request that appropriate actions be taken. Throughout the time that I was dedicated to the process with XXXX and XXXX there were numerous other ill-conduct actions on their behalf, such as in an e-mail on XXXX where I am told, " ... to not make your XXXX payment ... '' and on XXXX am told that I had to make that payment and that I misunderstood what I was told. In the early part of XXXX I am then told that the rate lock had expired and that my rate was being increased from 3.825 % to 4.125 %. I disputed that and it was brought down to 3.875 % as supposedly there is no 3.825 % which I had been signing papers for from the beginning.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-24

Bedford, TX

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-22

Palos Park, IL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-22

Washington, DC

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-22

Hamburg, NY

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My Issue is with a 30 day late Carrington Mortgage Servicing is reporting on my loan. I made my XXXX payment on XXXX, XXXX, 2015. The XXXX payment was made XXXX XXXX, 2015. On XXXX XXXX, 2015, they reversed my XXXX payment and applied my XXXX payment towards the XXXX payment. I subsequently made the XXXX payment on XXXX XXXX. I am not sure why it took Carrington 35 days to reverse the XXXX payment. but when they did, the XXXX payment was there to be applied toward the XXXX payment. I am trying to complete an FHA streamline refi but XXXX XXXX at Carrington said I could not because of this XXXX late. I want this 30 day late removed from my credit so I can proceed with the refi. 35 days to return a payment is Unfair, ridiculous and has to be in violation of RESPA or FCRA. Please have then correct my credit
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-09-21

Cheverly, MD

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Back in XXXX XXXX, I sent a complaint about the XXXX mortgage companies that I have been dealing with, XXXX XXXX XXXX and Carrington Mortgage. My loan was sold from XXXX to Carrington Home mortgage. The most up to date documentation received from Carrington Mortgage has become a conflict. Last year Carrington Mtg stated we owed them {$32000.00}, ( from XXXX the previous lien holder ) and after I contacted your office I received information that Carrington mortgage would accommodate the modification that XXXX had started. We obtained a lawyer and paid {$4000.00} for services for the loan modification with Carrington. The lawyer worked with Carrington from XXXX XXXX until XXXX XXXX, at that time we received the loan modification from Carrington. The pre trial payments begin for three months which were all sent to Carrington 's office at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA. XXXX. The four payments after that and the last payment was forwarded to the lawyers office which was the same address the other XXXX payments previously sent. We contacted Carrington mortgage and was told that they could not speak with us because we had a lawyer. When I finally spoke with someone he stated that he saw the payments from XX/XX/XXXX-XX/XX/XXXX in the system but they had not posted to the account because we have a government loan and asked me to send the bank statement to show check payment and amounts paid. I was then told to contact the case manager XXXX of Carrington but have not been dignified with a response since XXXX XXXX, XXXX. As of today Monday XXXX XXXX, I have not been able to contact the case manager of Carrington mortgage and the lawyers office of XXXX XXXX XXXX ( XXXX XXXX XXXX ) will not answer my calls. XXXX. I have been pondering the many different dates, amounts due and the recent foreclosure notice received stating the dates owed is XXXX XXXX to XXXX XXXX when we started the trial payment in XXXX XXXX and made the payments through XXXX XXXX. I have tried everything the correct way and returning to your office for the third time. Please help us save our home. In brief XXXX sold the loan to Carrington mortgage for {$260000.00} after modifying the loan to {$180000.00} the Obama bailout paid off the loan, Carrington mortgage modified the mortgage at {$180000.00} with a payment {$1200.00} stating we owe {$30000.00}. Here are the numbers and dates that are in question:1. XXXX XXXX, {$30000.00}. XX/XX/XXXX-XX/XX/XXXX {$10000.00}. XX/XX/XXXX-XX/XX/XXXX $ XXXXA foreclosure notice was sent in XXXX XXXX dated for XXXX XXXX {$12000.00} but checks were cashed from for XX/XX/XXXX-XX/XX/XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-21

Aurora, CO

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I AM XXXX XXXX XXXX XXXX XXXX XXXX XXXX CO XXXX PH # XXXX XXXX HOME MORTGAGE WAS TRANSFERED TO CARRINGTON MORTGAGE SERVICES LLC IT IS BY FAR THE WORST ORGANIZATION IN YHE WORLD, DISHONEST, TERRIBLE, FALSE REPORTING REPORTING, OPPRESSIVE AND NOT TRUSTWORTHY. EVER SINCE CARRINGTOM MORTGAGE STARTINGING SERVICING MY MORTGAGE XXXX XXXX 2015 IT HAS BEEN A NIGHTMARE. THEY REFUSE TO SEND ME ACCURATE MONTHLY STATEMENTS, THEY FAIL TO POST PAYMENT ACCURATELY, LEAVE UNAPPLIED FUNDS THAT SHOULD APPLIED TO MY MORTGAGE PAYMENT AND FALSELY REPORT TO THE CREDIT BREAU. I NEED ACCURATE MONTHLY STATE IN ORDER TO MAKE ACCURATE TIMLEY MONTHLY PAYMENTS.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-09-21

Fort Pierce, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: MY MORTGAGE WAS SOLD FROM XXXX XXXX XXXX TO CARRINGTON MORTGAGE AND SINCE XXXX 2015 THEY HAVE SENT ME CERTIFIED LETTERS THREATENING TO FORECLOSE ON MY HOUSE BECAUSE THEY SAID I MISSED A PAYMENT WITH XXXX XXXX XXXX WHEN I HAVE PROOF FROM XXXX XXXX XXXX THAT I NEVER MISSED XXXX PAYMENT WITH THEM AND I ALSO HAVE PROOF THAT I HAVE NOT MISSED A PAYMENT WITH CARRINGTON EITHER. I HAVE CALLED SEVERAL TIMES AND EACH PERSON I SPEAK TO TELLS ME SOMETHING DIFFERENT. I ASKED TO SPEAK TO THE SUPERVISOR AND THEY ALWAYS SAY HE IS NOT IN AND THEY PUT ME THROUGH TO HIS VOICEMAIL AND HE NEVER RETURNS MY CALLS. THIS COMPANY IS VERY SHADY AND UNHELPFUL AND I DO N'T KNOW WHAT ELSE TO DO TO FIX THIS. I REALLY NEED HELP TO MAKE THIS RIGHT.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-20

Dexter Twp, MI

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-19

Grand Prairie, TX

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-18

Firestone, CO

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-18

TX

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: My VA mortgage was sold in XXXX 2015 by XXXX XXXX XXXX to Carrington Mortgage services in the middle of an assumption ( my name is to be removed and the co-borrower is to remain ). The new servicer ( Carrington ) has no record of the in process assumption and asked that all the paperwork be forwarded to their research department in XXXX. The paperwork includes the release of my VA liability from the VA. Carrington stated it would take the research department 30 days to process the paperwork. They were contacted again in XXXX and no one had any record of the paperwork being received or processed. They also provided no contact info for any one at the Research Department. Just submitted the paperwork for the XXXX time.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-18

Gardnerville, NV

Settlement process and costs

Mortgage: FHA mortgage

Complaint: Seller did not own my house at the time I signed closing documents for my FHA mortgage. I purchased a double wide manufactured home from a Trust XX/XX/XXXX which was initially financed by XXXX, transferred to XXXX, and them bought by XXXX for pennies on the dollar. It was understood that the house and the lot would be converted to real property and that this process could take some time. It ended up taking two years, during which time I paid both personal property taxes on the house and real-estate taxes on the lot. XX/XX/XXXX I discovered that theTrust was for the benefit of professional flippers who had traded the lot my house sits on for another lot they already owned. These flippers paid the owner of the lot {$2100.00} for a lien they had placed on the house for back rent. A title search conducted as part of a lawsuit for appraisal fraud I filed against XXXX with XXXX XXXX XXXX as successor in interest, my realtor and appraiser XX/XX/XXXX revealed that the flippers NEVER owned the house I purchased using an FHA insured loan. HUD regulations stipulate that a house can only be sold by the owner of record. While the trust was the owner of record for the lot, the owner of record for the house was actually XXXX XXXX, XXXX -- NOT the flippers, not the Trust nor the trustee who was named as the owner in all of my closing documents. Additionally, HUD found that the house did not qualify for the FHA loan as it does not meet HUD underwriting guidelines, as per the evidence I provided to them in a complaint I filed with them. Transfer of title of the house to me did not occur until two years after the signing of closing documents XX/XX/XXXX, and only after the State of Nevada and XXXX XXXX engaged in an investigation when the the State discovered that XXXX XXXX was holder of the title, and not the flipper who sold it to me. I have wrongfully paid between $ XXXX-XXXX to XXXX/XXXX XXXX on a non-existent contract as a result. I sent Carrington Mortgage Services, Carrington Foreclosure Services and XXXX XXXX XXXX a rescission letter demanding that all monies paid on the note to be returned to me based on the fact that the contract is void. I also requested that satisfaction of the note be recorded with the XXXX County Recorders Office and notification of payment in full sent to all of the credit reporting agencies. Carrington refused to honer my rescission based on the dismissal with prejudice of the lawsuit filed XX/XX/XXXX. My case was dismissed with prejudice because I had stated in my complaint that I did not know that I was entitled to a copy of the appraisal. XXXX XXXX XXXX was able to produce documentation with my signature stating that I did know I was entitled to the appraisal -- so my case was dismissed. However, the information regarding the fact the seller did not own the house was not know to me at the time I filed the suit and was never admitted as evidence as the information was provided to me after the suit was dismissed. The fact that my case was dismissed does not change the fact that the contract was not consummated and is null and void. Carrington now wishes to foreclose and sent me a notice of default after 5 1/2 years after my default and 4 years after I declared chapter XXXX BK that included my house. Allowing Carrington/XXXX to take my house is another fraudulent act that will result in unjust enrichment on their part and cause further damage to my now good credit.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-09-18

WI

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: Luckily I received a message from my Homeowners insurance representative last night ( XXXX ), notifying me that my homeowners insurance had not been paid by my mortgage company and that there was only four days left until my insurance would be cancelled. My mortgage ( and accompanying escrow account ) was purchased by Carrington Mortgage in XXXX ( from XXXX ). I looked at my account online and it said there was no record of the homeowners insurance being paid, but THEY HAD UPDATED it to say that it was n't due again until XXXX of XXXX, meaning they had made the changes on my online account to MAKE IT LOOK LIKE they had paid the insurance. I looked up my insurance account and the renewal notice had been sent to Carrington XXXX XXXX XXXX. Which means that they had over three months and did n't pay it. This morning ( XXXX, XXXX ) I called Carrington ( and got more than the usual run around ), and they could not tell me why they had n't paid it, and refused to pay it until they spoke with someone in my insurance agency. They also told me that both that the policy had and had n't been cancelled yet. They refused to tell me that they would actually pay the bill for the insurance. They refused to do anything to help ensure that I would continue to have insurance, aside from call my insurance agent. When I asked for something in writing to demonstrate how they would prevent this from occurring again she refused. So they breached the implied contract of my escrow account and refused to put in writing the service they are obligated to provide. I later called my insurance agency ( XXXX, XXXX ). XXXX was very helpful! They had just spoken with someone from Carrington who was not helpful. XXXX told Carrington that my homeowners insurance would be completely cancelled at XXXX Sunday night. Carrington agreed to send a check by overnight XXXX, however refused to agree to send it today. Indicating Carrington Mortgage Company purposefully and knowingly refused to pay my homeowners insurance ( that is their responsibility to pay on time ) either on time or in time to prevent me being without homeowners insurance.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-17

Kirkland, WA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-17

South Florida, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I had a Home Mortgage with XXXX XXXX XXXX and became delinquent due to loss of income and my divorce. I was working with XXXX XXXX XXXX until my loan was transferred and they refused to continue the conversations and referred my to the new Servicer, Carrington Loans. They gave my numbers to contact Carrington XXXX. I have attempted many times and Carrington says they do not have my loan. I have not received a. loan transfer letter or anything in writing to advise me of my new loan # or their contact information and when I call Carrington Mortgage they say they do not have my loan. I am now in foreclosure with a sale date. I have not had appropriate communication from Carrington nor been offered HAMP or other options to allow me to explore those options. Last call made XXXX/XXXX/2015 at XXXX XXXX ( EST ) and they again stated they could not find my loan and then transferred my to their loan resolution department where I was disconnected. This is one of many times since I received foreclosure notification that I have attempted to contact Carrington and always wait and wait and get disconnected. I DO NOT HAVE NOR HAVE EVER RECEIVED MY CARRIINGTON LOAN # and they continually refer name back to XXXX XXXX XXXX who states they service transferred the loan in 2013.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-09-14

Chatham, OH

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Disputed: No Timely Response