CARRINGTON MORTGAGE SERVICES, LLC

2015-09-01

Beallwood, GA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-31

Phoenix, AZ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-31

Bartlettsville, IN

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-30

NY

Credit decision / Underwriting

Mortgage: VA mortgage

Complaint: I applied for a mortgage through carrington mortgage and was pre approved and went through the whole process to obtain the mortgage to purchase a house and paid for the inspection as it was a va loan and then was denied 2 weeks before closing for not having enough reserves when through a va loan there are no cash reserves needed and i lost the house and was out XXXX for the home inspection.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-28

Oldenburg, IN

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-28

Deerfield Beach, FL

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-28

Palos Park, IL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: HELLO, RE ; CARRINGTON MORTGAGE - LOAN # XXXXI AM SEEKING YOUR HELP DUE TO THE FACT THAT IT IS OVER 3 YEARS TRYING TO GET HELP TO MODIFY MY MORTGAGE IN ORDER FOR ME TO AVOID FORECLOSURE. IN XX/XX/XXXX I WAS PLACED UNDER REVIEW FOR THE FHA HAMP PROGRAM, IT TOOK 1.5 YEARS TO FINALLY GET APPROVED. AFTER I WAS SET ON A 3 MONTH TRIAL PAYMENT OF A REDUCED MMONTHLY PAYMENT. MY LOAN WAS SOLD TO CARRINGTON MORTGAGE, NOW AS OF XX/XX/XXXX CARRINGTON MORTGAGE REFUSE TO CONTINUE HONOR THE PREVIOUS LOAN MODIFICATION AGREEMENT AND THEY MADE ME RE APPLY ALL OVER AGAIN. AFTER 10 MONTHS UNDER REVIEW REQUESTING FOR THE SAME DOCUMENTS OVER AND OVER AGAIN, I FINALLY GOT ASSIGNED TO A NEGOTIATOR. NOW THE CURRENT NEGOTIATOR TOLD ME THAT IT IS NOT ON THE BEST INTEREST OF THE INVESTOR TO HELP ME KEEP MY HOME AND BECAUSE I AM CURRENTLY SEPARATED THE INVESTOR HAS THE RIGHT TO REFUSE TO MODIFY MY LOAN. PLEASE HELP SINCE MY LOAN WAS PREVIOUSLY APPROVED FOR A TRIAL PAYMENT UNDER A GOVERNMENT LOAN MODIFICATION AND IT IS NOT FAIR THAT BECAUSE CARRINGTON DOESNT LIKE MY HARDSHIP I WILL HAVE LOOSE MY PROPERTY. PLEASE HELP, MY FAMILY AND I WILL NOT HAVE NO PLACE TO LIVE IF CARRINGTON TAKES AWAY OUR HOME. XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-28

Washington, DC

Application, originator, mortgage broker

Mortgage: Home equity loan or line of credit

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-28

Bedford, TX

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: In XX/XX/XXXX, I contacted a reality company about doing a short sale on our property. We signed with them to do the short sale process and submittal of all of the paperwork. The reality company said to not make any improvements or any future payments because we were trying to do a short sale. The bank took until XXXX to respond to our short sale offer of XXXX which is the appraised value of the house. We were offered a loan modification but opted out because we did not want to keep the house due to being 48 % upside down, low income housing filled the empty lots in our neighborhood, and we had a home invasion in XX/XX/XXXX and theft the day we moved out. Plus financially we could not afford to keep the house which is the hardship we claimed on the shot sale. We vacated the house in XX/XX/XXXX to aid in the house being shown and move in ready. The reason for the denial was my credit score was above XXXX and that is the only reason given. We listed the house immediately in XX/XX/XXXX We had XXXX showings, but no offers. Our realtor decided to try again for a short sale since all of the non payments on the house have reduced my credit score below the XXXX and my Wife lost her job on XX/XX/XXXX so that added to the hardship. We started the process on XX/XX/XXXX and we received a certified letter on XX/XX/XXXX from XXXX XXXX XXXX, XXXX for the acceleration of maturity and stating that the house will be auctioned off on XX/XX/XXXX for XXXX. According to the paperwork, the house went into foreclosure status on XX/XX/XXXX. This is the only notice that we received about the foreclosure status and the process even starting. All of the new financial information and a new short sale offer of XXXX was submitted on XX/XX/XXXX. On XX/XX/XXXX I was informed by my realtor that Carrington Mortgage informed her that nothing would stop the auction from taking place on XX/XX/XXXX except for catching up the payments. I believe that since I still have PMI, auctioning the house and claiming on the PMI is the only way for the bank to get all of their money and that is the reason for not accepting 2 fair short sale offers and accelerating the maturity of the loan.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-26

Londonderry, NH

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-26

Alexandria, VA

Settlement process and costs

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-26

Rocky Ridge, MD

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I lost my job in XXXX 2015, and I was unable to make mortgage payments from XXXX through XXXX ( XXXX months ). When I was rehired in XXXX, I attempted to start making payments for XXXX forward, but those payments were rejected. Carrington will only accept full payment of the arrearage. I have escrowed those payments, and I will continue to do so. We are ready to resume making payments, and we are simply trying to figure out a way to structure payments for the four months of mortgage that are outstanding. We reached out to the original lender ( XXXX ) for mortgage assistance the very day I found out I was laid off. In the middle of that process, the loan was sold to Carrington, and we had to begin the RMA process again. After sending and resending documents, the RMA was denied on XXXX because of a lack of proper paperwork. We were not able to produce some of the paperwork, and we explained that in very specific correspondence. ( The biggest frustration was that we were told by XXXX to submit an explanation letter with our RMA response to detail each of the variances. When speaking with the Carrington representative about the denial, she told us the firm expected each of the concerns to be sent as separate letters. We were denied, in part, because we sent XXXX letter outlining all of the issues instead of sending multiple letters. ) Figuring this was just a paperwork error, we were offered the opportunity to file another RMA - and we did so. ( Within XXXX days of being denied. ) We were told a representative from XXXX XXXX XXXX would contact us to assist us in preparing the RMA, but we never received any contact from XXXX. XXXX XXXX from Carrington ( who has been our main point of contact ) spoke with me on XXXX, and she indicated Carrington was missing : certain pages of the RMA, XXXX paystubs each from my wife and me, and our XXXX tax returns. We sent all of that information on XXXX. We also included a letter of explanation regarding our pay stubs : I had only received XXXX paystubs at the time because I started my new job on XXXX, and XXXX was transitioning from PT to FT employment so she did not have paystubs showing her FT employment. All of the documents I sent were routed to XXXX 's email address as well as the XXXXXXXXXXXX email address. I resent the files on XXXX to both email addresses. On XXXX, I received an email from XXXX informing me the file was complete and was being sent to underwriting where it would remain for XXXX days. On or about XXXX, I was informed there were still issues with the paperwork - missing pages from the RMA and missing paystubs. I sent the RMA again on XXXX and send a payroll report from my employer ( with an explanation that obtaining replacement paystubs was not possible ) to both emails on XXXX. On XXXX, I had XXXX paystubs from the XXXX prior weeks, and I scanned and sent them to both emails. Since I knew we were on a deadline, I called Carrington and asked the representative to confirm that the information I sent was sufficient. She told me that it would take XXXX days for Carrington to review the information. We were notified earlier this week that our RMA was once again denied - because Carrington did not have XXXX consecutive paystubs from me. What they had was a payroll record from my company showing all of my pay from XXXX ( my start date ) to XXXX ( the date of the report ) + XXXX additional paystubs. This is really simple : We missed XXXX mortgage payments because I was laid off. We are ready to start paying normally from XXXX forward. We just need to figure out how to manage the 4 months where we missed the payment. There is no need for all of this paperwork - and for the frustration of being denied repeatedly because of an overly automated process. Ca n't a human being get involved to make this happen? It 's an amazingly simple opportunit
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-08-26

SC

Settlement process and costs

Mortgage: FHA mortgage

Complaint: In XXXX I purchased a mobile home with the understanding my payments would be around {$700.00}. When I went to closing after they had delivered, set up with XXXX and included my land, my payments had jumped to {$910.00}. We told them at the closing that we could n't afford these payments, but were told the house ca n't be moved, so we had no choice but to sign the paperwork. After trying to work with the several companies that bought our mortgage we gave up. Our home is now XXXX days late and they still will not work with us. Our outstanding payments with late fees are almost XXXX and the home was just appraised at XXXX. We do n't want to loose our home, but what can we do?
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-26

Richardson, TX

Loan modification,collection,foreclosure

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-08-22

Indianapolis, IN

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: In XXXX 2015 I applied for a mortgage with Carrington Mortgage. I had an accepted offer on a house and the deal fell through because Carrington did not act in a professional manner and continue to act in an unprofessional manner. Recently I was asked for the same information only to be told that I MUST provide pays tubs although I am self-employed. I know that that is untrue. I feel as though I am being discriminated against.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-21

Fort Pierce, FL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: Like many Americans, I have been laid-off 4 times in the last 6 1/2 years and now even though I 'm employed, I earn about XXXX % to XXXX % of my income at the time I bought my home. After many attempts to get a loan modification from Carrington Mortgages Services, LLC., having the process started XXXX then they switch Cust. Service Reps and ignore you. .. I finally was approved for what they said was a HAMP loan mod. However, the payments they offered where only about a {$100.00} less then my original monthly mortgage payment. So knowing that I would n't be able to keep up with that on my much reduced income, I called and wrote to them for an explanation and a decreased payment. They again ignored all my attempts to communicate. Earlier this year, I began making those required payments, after making 2 payments, I was late on XX/XX/XXXX and told that I was declined for that program. So I asked for them to supply me with the terms of this loan modification ( in writing both in a faxed letter and email ) and again I was ignored ( they never responded ). So I contacted HUD for help from their counselors. I spoke with XXXX XXXX at ( XXXX ) XXXX this month ( XX/XX/XXXX ) to express my concerns of CMS XXXX NOT '' providing me with the terms of my loan mod. Telling her that I could n't afford the payment that they had calculated and I thought perhaps they had altered my income info that I had provided CMS with. I specifically told her that I 'm paid on commission only, therefor my income varys a lot monthly. So after some emails back & forth, she stated that CMS was showing my income at XXXX gross per mo. to calculate my payments. So then I told her that this proves my concern is legitimate and provided an example. Looking at my paystub dated XXXX/XXXX/15 shows a gross of ( XXXX year to date ) Dividing that by 15 weeks = XXXX per wk. multiplied by XXXX then = XXXX annual total.Then dividing again by XXXX = XXXX per month gross income. Obviously this is at " lot '' less that the {$3800.00} per month that CMS stated was my income ( which they used to calculate my payment of the loan mod. ) More importantly it confirms my suspicion that CMS had altered the info I had provided, to suit their outcome. With this now established, I have asked XXXX XXXX ( HUD ) in XXXX emails and voicemail .. how can she help me with this. I still have n't heard back form her. As I mentioned Carrington Mort. Services has not responded to me either. So now I 'm writing to the CFPB for assistance in the matter of this documented discrepancy in the calculation of my loan modification payment. I can provide you with copies of paystubs, emails, and faxed correspondence as supporting documentation to my complaint. All I 've ever wanted through-out this frustrating ordeal with CMS .. is a fair and affordable loan modification in order to keep my home.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-20

Norfolk, VA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-20

RI

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: Our home mortgage was sold by XXXX XXXX XXXX Bank to Carrington Mortgage Services, I believe in 2012. The website will not let me access my account at this moment. Our payment with XXXX was {$1700.00} Including P & I, Hazard Insurance & Property taxesOur payment with Carrington is {$1800.00} Not clue what this payment includes because I have no signed ( by myself or my husband ) paperwork from this company. When Carrington bought our mortgage it raised our payments without our consent or prior knowledge. I did call Carrington when I noticed the jump in payment, only to be told that it was to cover our homeowner 's insurance. At that time I offered to pay the amount out of pocket, to keep our payment the same as it was with XXXX. Carrington stated they could not do that, after transferring me to various people.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-18

Greensboro, NC

Settlement process and costs

Mortgage: Other mortgage

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

Disputed: Yes Timely Response

2015-08-18

NC

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: In XX/XX/XXXX 2014 my previous mortgage company XXXX XXXX ), sold our mortgage to Carrington Mortgage Services XXXX a branch of XXXX ) without any prior notification that this was even being considered. I do n't think mortgage companies should be allowed to sell our mortgages without any input from consumers. I was n't even notified that they acquired my mortgage until the XX/XX/XXXX 2014, almost 3 months after they bought it. I am an active duty military member and stationed XXXX XXXX my wife and kids are located in the XXXX area of XXXX state XXXX and the property associated with this mortgage is located in XXXX and is a Veterans Administration loan. When we discovered that Carrington Mortgage Services bought my mortgage, we called them to get some information as to what I needed to do to keep paying my mortgage, but their mortgage associate who we spoke to did not have any answers to any of our questions and we had to question what exactly was her purpose. They are not very helpful at all, and in fact is one of the worst customer service I have ever seen in any company. They then threatened to foreclose our home. We had to request a mortgage modification loan to get our mortgage back on track and end the foreclosure action. Once we started the mortgage modification process, they sent their associates in the local area of my property to take pictures and determine if the home was occupied. They did this on numerous occasions although we already informed them that our son and mother-in-law were living in the home. We had to send in all my documents they required for the mortgage modification on four separate occasions because they claimed that they did n't get it, or was somehow mis-placed in their facility somewhere. We faxed all our documents to them and also scanned and up-loaded them on their website as a backup. Hence, their excuses about it being mis-placed is nonsense. We honestly believe that they are simply incompetent and the myriad of departments they have do n't always communicate with each other.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-17

CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I was modifying my mortgage loan with Carrington mortgage. The representative I was working with told me I had to stop making my mortgage payments in order to qualify for the remodification. I was told that the late payments would not be reported to the credit bureaus. I did so and the remodification went through. Several months later though I checked my credit and the lates had been reported and now my credit is suffering because of it. I 've contacted Carrington several times and they 've never called me back.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-08-15

Key Biscayne, FL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-14

Las Vegas, NV

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-14

IN

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My mortgage was sold by XXXX XXXX XXXX to Carrington Mortgage Services. Carrington is requiring me to keep a escrow balance not to fall below {$680.00}. There is nothing in my loan contract that gives them the right to do that. My targeted low point was {$0.00}. XXXX XXXX XXXX did not do this. The balance fell as low as {$250.00} one year. Even their letter states my targeted low point was {$0.00}. I feel this is a breach of contract and that my loan terms should prevail over their policy. I did not AGREE TO THIS.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-14

Gastonia, NC

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: I am a veteran with VA guaranteed mortgage that I have been paying to XXXX XXXX XXXX { XXXX }, on time with no problems, for the last 4 years. XXXX 2015 I get notice from XXXX that on XXXX XXXX, 2015 my mortgage will no longer be serviced by XXXX, but transferred to Carrington Mortgage Services { CMS }. The notice from XXXX stated in writing that NOTHING would change in regards to my mortgage, rates or my payments. Then I received a CORRECT escrow analysis from XXXX, as well as my homeowner 's insurance renewal that went up a little to {$420.00} per year. I then received my property tax assessment for XXXX County stating my new tax value had gone down drastically to {$140000.00} from the previous {$160000.00}. All of the above CORRECT information was sent from XXXX to CMS. However, I then receive notice from CMS that my new mortgage payment is now going to be {$910.00} { up from {$810.00} }. They state in writing that this is due to a shortage in my escrow account. They sent an escrow analysis showing my homeowners renewal of {$420.00} which is correct, but the they show a charge of {$900.00} again for insurance which is not correct making my total insurance for the year {$1300.00} when it reality it is only $ XXXX-So I contacted them to ask why they Stole {$900.00} out of my escrow account for no reason and why was my property tax assessment listed wrong by approx. {$20000.00} when the new assessment for {$140000.00} had just been issued. Their response was that the {$900.00} was for my insurance with some XXXX insurance company of which I have never heard of and have never had insurance with and by their own admission in writing CMS 's very own escrow analysis showed MY insurance so there was no need for any forced insurance or any other need or legal justification for them to steal money from my escrow account and now refuse to return it and correct my mortgage payment to the way it was and always has been. All the while they want me to pay the higher mortgage amount because they stole my money. I have contacted XXXX and CMS MANY, MANY times-I have recordings, that yes, they admit they took my money out of my escrow account and sent it in error to XXXX and that it is all going to get fixed soon. It has now been two months and they are sending intent to foreclose letters. They record all calls so I did too. I asked if I should pay my original correct mortgage amount they said no { on recording } not to pay it and that there will be no foreclosure, all late fees waived and my mortgage will get corrected as soon as they get some random check for {$900.00} back from this XXXX insurance that CMS swears has already sent it to them but they still do n't have it and do not know who they spoke that said it was ever sent. I have also contacted the department of veterans affairs as they guarantee my mortgage to make them aware and seek their help as well. It seems to me this is a complete scam mortgage servicer. As immediately upon receiving my mortgage they STOLE my escrow money, raised my mortgage and my property taxes-even though they have been provided all DOCUMENTS proving their mistake and even though the admit their mistakes over the phone-they still will not fix the issue and are trying to take my home of which I have never paid late and never missed a payment in 4 years-This can not actually be possible-I have uploaded all the documents proving they stole my money and are now stealing my home. I do have many recorded conversations between them and I which can not be uploaded on this site-I am sure I am not the only one they are doing this to and someone needs to stop them-PLEASE HELP ME no matter who I contact they are not fixing the mistake they admit they made and are going to take my home.
Company Response: Closed with explanation

Disputed: No Timely Response