CARRINGTON MORTGAGE SERVICES, LLC
Consumer Complaints
There are over 3157 complaints on file for CARRINGTON MORTGAGE SERVICES, LLC. Dated between 2019-11-27 and 2012-05-22.
Complaints Page 98
2015-07-29
TX
Loan modification,collection,foreclosure
Mortgage: Conventional fixed mortgage
Complaint: After Carrington Mortgage Services purchased my loan from XXXX, they never notified me and I missed a payment. The next month, after realizing, I went online to make a payment and they would not allow it. They said I had to register with XXXX XXXX and send the $ that way. This did not seem right, so i did n't do it. I then contacted them again and they said I had to pay both months. At the time, we were not able to do that, so they asked me to fill out the loan modification paperwork in order to get that payment rolled back into our mortgage. This started a grueling nightmare project for 6 months of filling out paperwork, faxing XXXX pages at a time and then them continuing to say they never recieved it. I sent all the paperwork, completely XXXX different times, yet they " never received it ''. I called many many many times, trying to get this worked out, only to be put on hold for XXXX minutes, or to be told they needed something else ( that I had already sent ) or even re-telling my entire story becaus eno one had made record of it. For 6 months they let this go on. When I finally got everything in ( or more like they found it ) they processed my loan modification and then came back and said we did n't qualify and our house would go into foerclosure if we did n't pay the full amount due.
Company Response: Closed with explanation
2015-07-28
Fishers, IN
Credit decision / Underwriting
Mortgage: Conventional fixed mortgage
Company Response: Closed with explanation
2015-07-28
Houston, TX
Application, originator, mortgage broker
Mortgage: Conventional fixed mortgage
Company Response: Closed with explanation
2015-07-27
Okemos, MI
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Company Response: Closed with explanation
2015-07-27
Denver, CO
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Company Response: Closed with explanation
2015-07-24
Pnte Vdra Bch, FL
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Company Response: Closed with explanation
2015-07-24
Grangeville, LA
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: I got connected with a so called reputable firm called " XXXX XXXX XXXX XXXX headed by XXXX XXXX ( and another guy called XXXX, I think ) They sold me on how they deal with XXXX XXXX XXXX with home modifications. First I qualified for one Harp? and the other one.
Well, I sent in tons of paper work and resubmitted because XXXX XXXX XXXX ( XXXX, according to XXXX XXXX which I will use. And XXXX XXXX XXXX wanted revisions and revisions. Well it seem this group was n't doing so well because this went on for month. Finally, I mysterious got a Pre Loan trail for XXXX months in XX/XX/XXXX, many month later than when I applied.
This company assured me I could get qualified, so I put up the {$3300.00} bucks, like a stooge. I wans told to sit tight and XXXX would contact me about the modification. XX/XX/XXXX ... ... ... to XX/XX/XXXX I was sitting tight waiting. No updates at all for anyone. No interest rate and no balance, etc ( Whatever happen to Truth in Lending? ) Well, some time XX/XX/XXXX? I was supposed garnet a modification, but XXXX was smart they knew they did n't follow rulesproperly and conveniently sold the mtg to their subsidiary Carrington to finish their direct work.
I have been in the dark unable to speak to anyone about, interest rate and what my mtg would be. Well I got my pre-trial payment notice very cast {$980.00} from $ XXXXI kept called the XXXX and got referred to Carrington and they did n't even know where the mtg was.
Company Response: Closed with explanation
2015-07-24
Federal Way, WA
Loan modification,collection,foreclosure
Mortgage: Conventional fixed mortgage
Complaint: 1 ) When we were offered our loan modification, we were given just one day to go over the documents, sign, and return them ( I have email proof of this ). This did not give us time to seek help in understanding the terms of the agreement. Therefore, we ended up with a balloon payment not really knowing what that meant. If we did n't sign right away, we would have just made all of the trial modifications for nothing and lost the house at that point. We worked so hard for over a year trying to get this modification, we signed not really understanding what we signed. I ca n't believe that it is legal to give borrowers 24 hours to sign such important paperwork.
2 ) When our renters were unable to make timely payments on the property, we fell behind. I contacted the mortgage company to make a repayment arrangement. I was told to fill out a complete modification package, and then received notice that I was denied. When I was finally able to speak to someone about this, I was told that I did n't really need to fill out all of that paperwork and that they had requested it by mistake.The denial letter was for a modification, which I did not request. I had requested a PAYMENT PLAN to catch up. At that time, I requested a repayment plan over the phone, was given an apx. amount and was told I would be sent paperwork. When I did not receive paperwork, I tried multiple times to reach my point of contact, but was never able to get her, or even that department. I never received an actual amount, or date, to pay.No paperwork no call, no email. I then received notice that I breached the terms of the repayment plan! I never received any terms!! How can I breach something I did n't even see, sign, or know about??
3 ) I am never able to get a hold of anyone in their Home Retention Department. Despite calling at their advertised open hours, I am put on hold, transferred, told that they must have left for the day, all the while never getting the information that I need. I am always told by customer service that they ca n't help me and that I need to call back.
After all of this, I want to sell the home. But, because of the balloon payment that was not explained to us, we wo n't be able to get enough out of the home to pay off the new loan amount. I am afraid to deal with Carrington directly, as I have had nothing but issues with them, as you can see.
We have been swindled!
Company Response: Closed with explanation
2015-07-22
FL
Application, originator, mortgage broker
Mortgage: FHA mortgage
Complaint: Dear CFPB, I am XXXX of the unfortunate individuals who recently had XXXX XXXX XXXX sell my mortgage to Carrington Mortgage Services , LLC, in XXXX 2015. Upon learning of my mortgage being sold, I was quickly concerned about Carrington given the hundreds of thousands of ABSOLUTELY HORRIBLE reviews and direct complaints of Carrington Mortgage Services , LLC posted all over various consumer review boards online. Once my mortgage was taken over by Carrinton on XXXX/XXXX/15 from XXXX, I immediately began to see that the never-ending consumer complains online about horrible business practices and gross incompetence including frequent violations of Federal Law by Carrington were extremely accurate and well founded. Carrington quickly proved to be completely inept and absolutely incompetent from the very beginning, while taking well over 45 days to provide me with proper paperwork AFTER their official acquisition date of my mortgage. When I repeatedly called Carrington to find out what was causing the delay and to identify payment arrangements, I was told that they were " running behind '' and that paperwork would be mailed our shortly. I was also told that because of this they were extending a 60 day grace period on payments. Well, I did not make my XXXX payment until the paperwork was finally received, however Carringon reported me for a late payment anyway, even when they had not provided paperwork and confirmed a grace period, due to their incompetence. What a joke! Contacting Carrington is an absolute joke as you will sit on permanent hold waiting to speak to someone only to eventually be transferred to another department who will quickly advise you that they do n't handle your specific issue. From there, you can look forward to being told that the department that handles your issue does not have phones and only answers requests sent to them by fax. As unbelievable as it may seem, this is normal operating practice for Carrrington. How they manage to stay in business is beyond me. I had the wonderful experience of dealing with the incompetent and inept staff at Carrington while trying to get them to pay my insurance, as it was supposed to be paid out of escrow. Not only did Carrington not pay my insurance, they sent me threatening letters telling me they were going to purchase another policy of their choosing for me at an estimated cost of over XXXX times the price of my current policy. When I contacted Carrington to address this, while asking them to pay my insurance premium, they put my on hold, then transferred me to their " escrow department '', who quickly told me they could not help me. The department that could does not have phones and only takes requests via fax. I faxed in my request in writing and emailed my request to the fax number provided along with an email to their " escalated customer complaints department ''. Five weeks later, there was no response from Carrington and my insurance was not purchased. I had to pay my home owners insurance premium out of pocket. Finally, after 2 months of the ABSOLUTE JOKE that is Carrington Mortgage Services , LLC, I have refinanced with my local credit union. Good riddance, Carrington!!!! Now I am sure I will have to spend countless hours trying to recover my escrow balance from Carrington. Carrington tells me that they will mail me a check for my escrow balance in 4-5 weeks. I am unfortunately extremely confident that this will not happen, given the gross incompetence and borderline criminal intent that is Carrington Mortgage Services. My official complaint about Carrington 's almost certain forthcoming failure to return my escrow funds will be coming in 4-5 weeks, I am sure of that. I 'm filing this complaint regarding Carrington 's failure to properly notify in writing of their acquisition of my mortgage from XXXX in a timely manner. Beware of Carrington Mortgage Services!!
Company Response: Closed with explanation
2015-07-22
San Antonio, TX
Loan servicing, payments, escrow account
Mortgage: VA mortgage
Complaint: My mortgage was sold from XXXX to Carrington Mortgage Services in XXXX, and I have had nothing but problems since. For 11 years I have paid my mortgage to XXXX at the mid-month prior to the due date ( e.g., paying the mortgage due XXXX XXXX on or about XXXX XXXX. ) This is to ensure the payments go through and gives me time to react if a payment is not processed correctly. This has thankfully never happened -- until Carrington.
I was informed by Carrington via a XXXX XXXX letter that they would assume accepting my mortgage payments as of XXXX XXXX. This should not have affected my XXXX XXXX mortgage payment to XXXX, as I was not even aware my mortgage was being transferred. Prior to the transfer, and due to some unexpected bills and financial flux, I paid my XXXX XXXX mortgage to XXXX in XXXX halves on XXXX XXXX and XXXX XXXX. This is where the problems seemingly started. On XXXX XXXX, after diligently ensuring the payment routing information was correct, I made my XXXX XXXX mortgage payment to Carrington per their instruction. At the beginning of XXXX, after setting up my online account with Carrington, I checked my payment history, only to find out I was somehow now behind in my payments. Since then, I 've been getting the run around from this company.
Their story was that XXXX credited the split payment made in XXXX as additional principal, and not as my XXXX XXXX mortgage payment. They informed me they would remove the full mortgage payment from my total principal paid, and credit it as my XXXX XXXX mortgage payment. This did not happen. On XXXX XXXX, I called back to find out why it did not. " XXXX '' informed me she was aware of the situation, that she had e-mailed the issue to her supervisor, and that her supervisor had e-mailed the finance supervisor to fix the issue. Now, the additional principal was to be drawn out of my total principal and applied as my XXXX XXXX mortgage payment. Again, this did not happen.
I called back on XXXX XXXX and spoke with " XXXX. '' After an interminable hold, she informed me a supervisor would look into the issue and contact me in 24-48 hours. That did not happen either. I called back on XXXX XXXX, and discussed the issue with " XXXX, '' ( female ) who informed me that she would send another e-mail to finance to inform them of the issue, but that it was possible the issue was being worked, since fixing my account could take up to 15 days after my previous call of XXXX XXXX.
On XXXX XXXX, after realizing there was still no resolution to my issue, I called Carrington again. After another interminable hold, " XXXX '' put me in contact with a supervisor, " XXXX, '' who said I needed to provide all my bank statements from XXXX onward to prove I had made the payments I claim. On XXXX XXXX, my bank faxed all pertinent documentation, with annotation, to " XXXX '' at the e-fax number he provided ( XXXX. ) I sat down and combed through my financials and have ascertained the following : Per my bank, I have made payments as follows since XXXX - {$620.00} - to XXXX ( half my XXXX XXXX mortgage as explained above ) XXXX/XXXX/2015 - {$620.00} - to XXXX ( half my XXXX XXXX mortgage as explained above ) XXXX/XXXX/2015 - {$1200.00} - to Carrington ( for XXXX XXXX mortgage* ) - transaction # XXXX - {$1200.00} - to Carrington ( for XXXX XXXX mortgage* ) - transaction # XXXX - {$1200.00} - to Carrington ( for XXXX XXXX mortgage** ) - transaction # XXXX - {$1200.00} - to Carrington ( for XXXX XXXX mortgage*** ) - transaction # XXXX I paid {$1200.00}, vice my regular mortgage of {$1200.00}, as prior to the mortgage transfer XXXX had informed me of an escrow shortage requiring an increase of {$4.00} per month** I went back to paying {$1200.00}, as Carrington apparently was n't informed of the escrow analysis by XXXX*** Per Carrington '
Company Response: Closed with explanation
2015-07-20
AR
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: My mortgage payment went up {$44.00} a month, called carrington mortgage. They explained that by law they have to have a cushion in my escrow account.. My mortgage was sold to them from XXXX XXXX XXXX, which on some months I was able to pay extra on my mortgage principal
Company Response: Closed with explanation
2015-07-20
FL
Loan modification,collection,foreclosure
Mortgage: FHA mortgage
Complaint: Since XXXX XXXX I have attempted to do a modification with the mortgage company, Carrington Mortgage. We have submitted documents numerous times and have received numerous letters stating that they had not received documents when we could prove via emails that the documents were sent. In this process my home has been in foreclosure and I hired counsel to help with that situation and the bank continued to move forward with the foreclosure and ignore the request for modification. Finally my attorney advised the Court that the bank was attempting to foreclose on the home at the same time the homeowner was requesting a modification. That the bank continued to ignore the modification. Finally after contacting the Florida Attorney General Office and working with them Carrington forwarded me a modification.
At the time of the default I became XXXX overnight by a sever XXXX called XXXX and within the next year or so may be placed on a XXXX list. It has placed me on XXXX and has taken my income from over {$50000.00} a year to now only {$17000.00}. I have been an XXXX for almost my whole life.
When I applied for the modification I explained to the bank that I was not able to pay the {$1400.00} payment per month and request a payment reduction. When I received the modification offer they sent me a payment of {$1400.00} per month. I was under the impression the modification was supposed to help homeowners not insult them.
Second once I began to review the Carrington monthly statements I noticed that the statement had almost {$10000.00} of fees that were being added for " mold treatment '' and field XXXX fees '' and numerous other things. My home is made of Cedar and would not require any mold treatment and no one has ever been to my home on XXXX XXXX, XXXX to treat my home for mold at the cost of {$5600.00}.
I am currently considering bankruptcy due to this modification but a friend suggested that I contact your office. Carrington has spent months coming up with every excuse to not provide me with a modification, and then offer me a modification payment of more than the original mortgage and more than the 31 % of my income. My wife works but we do not bring in the amount of income we did when the home mortgaged. I have lived in this home since XXXX.
Company Response: Closed with explanation
2015-07-20
Bohemia, NY
Loan modification,collection,foreclosure
Mortgage: FHA mortgage
Company Response: Closed with explanation
2015-07-18
NJ
Loan modification,collection,foreclosure
Mortgage: FHA mortgage
Complaint: XXXX XXXX XXXX sold my loan to Carrington Mortgage On XX/XX/XXXX, By XX/XX/XXXX I did not receive any information to where to send my payments. I called XXXX XXXX XXXX and they gave me their number. I called Carrignton Mortgage to find out about a policy # or acct # to send my payments to and they said that they were very busy procession the paper work for the transfers from XXXX XXXX XXXX and that they will send the information soon. We received a letter saying the same and that they will forgive any late fees for XX/XX/XXXX because of the time that they are taking to process the acct transfer. Finally, XX/XX/XXXX we receive the information need it to make payments and we started to send payments. XX/XX/XXXX we received a letter saying that our mortgage was going to be process for Foreclosure because we had late payments. I contacted them right away and disputed they will give me the run around and not resolve issue in the mean time I continue to send my mortgage payments and they continue to return every payment starting XX/XX/XXXX and every month after that. After numerous calls and messages left with customer service and voice mails. Finally XX/XX/XXXX someone from the reinstatement office gets on the phone and says that to reinstate my account we had to pay all the months that they returned ( " behind '' his words ) as a certified check. I went to bank to get certified check and just to make sure on the $ $ $ amount I called again and they told my that the dollar amount given to me before by one of the CS rep. was wrong that there was a lawyer '' s fee and late fees of about {$3000.00}. I disputed that with him and he said he will call back. Every time I will call to find out status of my dispute they will say that reinstatement office was busy they will call back and in the mean time XX/XX/XXXX was running to XX/XX/XXXX and I knew that they will add more fees ... I finally threaten them with Class Act Law suit and finally someone got interested on my case. I hired a lawyer to help me out with the unjust late fees and the other charges they wanted me to pay. Finally, XX/XX/XXXX they waved the late fees and lawyers fees which should have never even been an issue due to how long it took on their end to process the transfer paper work. Finally I thought the nightmare was over when XX/XX/XXXX I find out that they also, had ruined my credit record by flagging it with late mortgage payments. Now I have gone to my lawyer again to resolve the Credit report Issue. Three month ago we received a higher mortgage payment from what I know that should never change. I disputed that and they gave me a vague reason which I disputed and they waved that. Now for XX/XX/XXXX we again receive a new higher mortgage payment and their reason now is that We are being charged for the lawyers and late fees for all the months that they kept rejecting my payment going on from XX/XX/XXXX to XX/XX/XXXX including Foreclosure lawyer 's fee again. This Mortgage is a SCAM. I can not get out of this mortgage they have ruined my credit, I feel like I am in a hole I ca n't get out. I feel trapped. This is very frustrating and very intriguing to me since XXXX XXXX XXXX also, had a Class Act Law suit a few years back for doing this to their customers and that the way they transferred our account to Carrington Mortgage just with a blink of an eye it seems very suspicious to me.
Company Response: Closed with explanation
2015-07-17
NY
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: XXXX XXXX XXXX sold our mortgage to Carrington Mortgage Services in XXXX of 2015. According to them I started out a month behind in payments. I had paid every month they sent statement and tried calling customer service to discuss this but got nowhere. They offered to take a partial payment by check as the website would only allow a payment in the amount of two months XXXX, however there was a fee to do this. I then mailed a check to them and in the meantime started receiving certified letters of Intent to foreclose on our house. Even if they are correct we are only about 3 weeks behind on XXXX payment this is so ridiculous. We looked into this new mortgage company and were horrified to see what had happened to other people, they had lost their homes in a matter of months with this company. We paid the extra month they said we owed just to avoid ruining our credit and losing the property and the day we paid I received a statement in the mail informing us they were raising out monthly payment by {$210.00} explained only as other in the payment breakdown. I ca n't afford that and there is no reason for it. The escrow is currently {$510.00} a month which is {$6100.00} a year. The projected annual escrow payments are only {$5600.00} a year. The amount of yearly escrow? now if that 's even whee its going will be {$8700.00} per year. They do not need to pad the escrow with an extra {$3000.00}. We are very afraid that we will lose this property and need to know what we can do.
Company Response: Closed with explanation
2015-07-17
Cedar City, UT
Loan modification,collection,foreclosure
Mortgage: FHA mortgage
Company Response: Closed with explanation
2015-07-17
GA
Loan servicing, payments, escrow account
Mortgage: Other mortgage
Complaint: My problems started when my mortgage company Carrington Mortgage Services LLC returned my XX/XX/XXXX payment. I called when I saw it was returned to my bank account and immediately may the XX/XX/XXXX payment in or on XXXX XXXX. The payment was not debited for 7 days I made the XX/XX/XXXX Payment in or around the XXXX XXXX.
They are threatening me with Notice of intent to foreclose by mail and certified letter. They are holding one full payment not partial payment in Unapplied funds. I made both payments with a representative on the phone with Carrington and followed up on the phone.
I feel they are pushing me to foreclosure and not accepting my payments
Company Response: Closed with explanation
2015-07-16
NC
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: Carrington Mortgage bought mortgage from XXXX and increased amount paid to escrow even though my insurance and taxes have not risen, They said once paid, I have an escrow balance of {$130.00} but they need it to be {$480.00} dollars so my mortgage payment went up. Can they do this arbitrarily? What is they want my extra escrow balance to be {$1000.00} or {$1500.00}?
Company Response: Closed with explanation
2015-07-15
Topeka, KS
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Company Response: Company believes complaint is the result of an isolated error Closed
2015-07-15
PA
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: Effective XXXX XXXX, 2015 my mortgage was sold from XXXX to Carrington Mortgage company. As stated on the XXXX letter of transfer, any payment due on or before XXXX/XXXX/2015 was to be paid to XXXX, anything due XXXX/XXXX/15 or after was to be paid to Carrington, mine was due XXXX/XXXX/15 so this payment went to XXXX. I never received a letter of transfer from Carrington expressing the terms of the transfer so I had to go off of what XXXX had sent to me ( at the time of transfer, I was paying under an approved Modification Agreement with XXXX ). Even after calling Carrington, I could n't get any payment information until my XXXX/XXXX/15 payment was due. On XXXX/XXXX/15 I called Carrington and asked them what my payment would be, if it would be the same as what I was paying XXXX, or if things had changed. XXXX ( XXXX ) told me that my {$760.00} payment would remain the current payment so that is the payment I made. The same thing on XXXX/XXXX/15 when I spoke with XXXX in the Home Retention department as I escalated things because I felt as though I was getting vague and inconsistent information regarding terms and conditions. However, XXXX assured me that the {$760.00} payment was the correct payment to make. On XXXX/XXXX/15 I spoke with XXXX, when I tried to make my " normal '' payment she informed me that she could n't accept it as I have n't been paying the correct amount and my account was past due. She further informed me that I had n't made a payment since XXXX ( which my loan was still with XXXX at that time ) and I would need to make a minimum payment of {$950.00} to pull my account to just one month behind. ). I asked her why I was never informed that my payment was different than the XXXX with XXXX, and why XXXX 's letter of transfer stated that " the transfer will not affect the terms or conditions of your loan '' and why I never received a letter from Carrington regarding the transfer or the increased payments. None of these questions she could answer, so I asked to speak to a supervisor, she got XXXX on the phone, but only for listening purposes, I could not get the individual to answer me directly, only through XXXX. All the while, I have been getting repeated regular mail and certified mail threatening me with " Intent to Foreclose '' but when I call, everyone that I talked to above, including a conversation with XXXX in Home Retention, I am being told that I am not flagged for foreclosure, and to ignore the notices. I CAN NOT ignore threatening mail, consistently sent, threatening mail saying that they would foreclose. Now, I have received notification that my insurance is coming dueXX/XX/2015 and that Carrington has not paid it.. I have no problems making my payments, as long as my payments are made clear to me, that I know when and where my money is going and that my escrow payments are being made on time, every time. However, at this point, I do n't know that I can trust this company to follow through with what they say or what say they are going to do. I did not ask for this, I ran in to financial trouble a few years ago, but through XXXX had finally made my way back to being on track and in good standing. Now I have to do it again with a company that has no interest in my attempts to meet their demands and insist on degrading me for being in the situation that I was and that " this is all my own doing ''. I do n't want to lose this house, I want to be on the level with whomever holds the loan, but with Carrington, I ca n't seem to do that, every time I call them to straighten things out, I find out I 'm even more behind, even if it is simply days after I spoke to them before. Please. Let me know what other information I can provide for this complaint as I need your help.
Attached are the following documents : XXXX Letter of Transfer Carrington Letter for Service Members Civil Relief Act Disclosure
Company Response: Closed with explanation
2015-07-15
E Wenatchee, WA
Other
Mortgage: Other mortgage
Company Response: Closed with explanation
2015-07-14
New Orleans, LA
Loan modification,collection,foreclosure
Mortgage: FHA mortgage
Company Response: Closed with explanation
2015-07-14
Tonto Basin, AZ
Loan modification,collection,foreclosure
Mortgage: Other mortgage
Company Response: Closed with explanation
2015-07-13
Glenarm, IL
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: My mortgage servicer has repeatedly sent me notices to foreclose indicating I have not sent in payments, even when I have faxed proof of the payments directly from my banking institution. Their failure to appropriately apply my mortgage payments has caused the notices to be sent. I have been sent multiple notices to foreclose this year. I have given Carrington the proof they have required each time-copies of canceled checks and letters from my bank documenting the payments being deducted from my account.
Company Response: Closed with explanation
2015-07-13
Cocoa, FL
Loan modification,collection,foreclosure
Mortgage: FHA mortgage
Complaint: Began working towards a modification of the mortgage XX/XX/2014, when the loan was 60 days behind due to loss of income. It was NOT in default at that time. Company continuously loses documents, delays proceedings, and is currently engaging in multiple Dodd-Frank violations with my FHA loan. Refusal to accept payments has put the loan even more behind than when initial talks for modification began.
Company Response: Closed with explanation