Consumer complaint received 2017-12-27
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: AL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I am writing due to an error Carrington Mortgage has made on my account for the month of XXXX XXXX or XXXX XXXX ( depending on who you speak with at Carrington ) where they were paid but state they were not. Carrington Mortgage purchased my mortgage from XXXX in late XXXX XXXX and paying my mortgage has been a headache since then. I have spoken to customer service multiple times throughout the years regarding Carrington Mortgages determination that I am one month behind on my mortgage and have been for quite some time ( this has resulted in more than 1 letter of intent to foreclose sent to me, most recent one received only a few weeks ago ). I called about the last letter of intent to foreclose as soon as I received the letter and the customer service representative I spoke with said a payment had been received after the letter had been sent out & I was now only 1 month behind ( I am not ) and told me " not to worry about the letter ''. Huh? Just do n't worry about you guys stealing my home from underneath me?????? I do n't think so. In all of this time, I have never received an adequate explanation as to how I am behind when I have never missed a payment. Prior to last week, nobody at Carrington could even tell me the month I supposedly did n't pay. After speaking with a different customer service representative on XXXX/XXXX/XXXX, it was discovered that the payment made to Carrington Bank in the amount of {$560.00} on XXXX/XXXX/XXXX was never credited to my account although it was taken out of my account by Carrington. I faxed & emailed my issue to the Research Department ( per conversation with the above customer service representative ) on XXXX/XXXX/XXXX. But as I have been told that the research department has 30 days before they even have to look at the complaint, I took additional action because if past experience with Carrington is any indication, they will continue to send threats of foreclosure and state I never paid some imaginary month. I then contacted Carrington Mortgage Customer Advocacy Department by phone on XXXX/XXXX/XXXX as I want to make sure that this is corrected and at this point, after speaking with an extremely unpleasant " customer advocacy '' employee, I was told XXXX payment was never received. The advocacy line employee was very dismissive and condescending and the only advocating that was done was for his employer. When questioned why I am now being told something different than I was told last week, the employee just continued to tell me I did n't pay in XXXX. I was also told by customer advocacy that the research department does not accept calls when I asked for a phone number to contact them directly. I have attached evidence of the payments and would like for this to be corrected immediately as well as removal of any negative marks on my credit report as a result of Carringtons error. I have evidence of EVERY payment made to Carrington and have NOT missed a payment. I am beyond tired of being threatened with foreclosure, hit with additional fees and with wasting my time trying to get this company to fix this problem that they created. Calling them is a waste of time, emailing them is a waste of time and I personally have never dealt with such an inept company .I now pay them via bill pay with my bank because they charge a fee for paying mortgage online or by phone & I wouldnt trust mailing a payment to them to save my soul. I have also discovered at least 4 separate {$20.00} fees charged to my account for expenses due to being a month behind.such as property inspection. I would also like for those fees to be refunded. When this first became an issue, I assumed there was just a mistake but the more that I push for an explanation & attempt to get this solved ... ... .the more difficult Carrington Mortgage becomes. I had requested a detailed statement, after the last foreclosure letter, of every payment Carrington has received from me since they took over my loan, when each payment was received, etc so that I can see where the problem is. The papers they sent me are " gobbledygook '' for lack of a better term ... filled with abbreviations and acronyms and no layman could make sense of it. I have found them to be stalling me at every turn, never telling me the same thing twice, they have consistently made the simple act of just paying your monthly mortgage payment unbelievably difficult AND expensive ... .there is no way to pay your mortgage online or via phone without incurring additional charges ... .every request for paperwork or verification is met with ridiculous amounts of wait time. There is not even a way to actually SPEAK to the research department, which is where you are told to send all complaints about errors. I was literally told by the customer advocacy employee that " they do n't accept calls ''. I will not stop until this is resolved. But what about the customers who are unable to fight this? I firmly believe that Carrington Mortgage is the very definition of a predatory lender and needs to be investigated thoroughly. Paying your mortgage & having it applied correctly should not be a back breaking chore. I have had numerous mortgage companies in the past and have NEVER experienced anything like this.

Company response to consumer: Closed with explanation