Consumer complaint received 2023-04-07
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX I made a payment through my bank to the mortgage company in the amount of {$1500.00}. However, other payments hit my account before this transaction cleared, therefore, charges were declined. On XX/XX/XXXX I saw the amount of {$1500.00} credited back to my account which showed an increase on my balance for that amount. I did not receive notification that a second attempt was going to be made by merchant or bank for this payment to go through. 

On XX/XX/XXXX, I logged back to my online banking and did a bill pay directly from my bank to the mortgage company. The morning of XX/XX/XXXX, I noticed 2 transactions posted on my bank account each in the amount of {$1500.00}. I called my bank and was told that a first transaction had been denied due to insufficient funds, therefore, the bank automatically attempts payment again when funds area available. There was never communication made to me, the customer, so that I would not attempt to make another payment to prevent double charges. I was instructed by my bank that these have already gone to the merchant and I would need to speak with them to get reimbursed. I called the mortgage company and explained my situation. I informed them of the incident, however, the mortgage company stated they could not reimburse me for the extra payment. I informed them I have other payments that needed to be made with the amount charged, and was told there is nothing they could do. I asked to speak with a manager and was transferred to an individual who stated " I understand you are trying to get reimbursed for a payment that YOU made by mistake ''. The tone utilized by this individual and comment made was uncalled for and was NOT my mistake. This was due to lack of communication by the bank institution. I shared with this individual the entire issue that took place and she stated they could not reimburse me. I would have to call my bank and obtain a letter with information, then send back to them and they will then investigate and see if I could get reimbursed. 
I dont understand why we can not get reimbursed for a payment that is not due until the month of XXXX. XXXX payments were received and details shared with both parties and non are able to assist. The bank stated I would have to wait for the transaction to hit so they may dispute, but if merchant has sufficient information, I may not get the funds back. What sufficient information? This was due to the lack of communication to customers by the bank..The mortgage company is aware that this was a duplicate charge and not willing to accommodate with reimbursement. I am not behind on my mortgage and do not understand their unwillingness to help. We are all going through very difficult times and giving extra money unnecessarily creates a burden to us. Now I am left struggling financially and have to make the decision of falling behind on my light and gas bill ( which I have a payment installment with and if not paid will default and have to pay the entire balance or get my lights disconnected ) or feed my children. I think this is unfair and needs to be reviewed due to lack of communication resources/alerts from the bank and the mortgage company for not assisting the customer to try to resolve on their end. 

I have attached a screenshot of the transactions I am referring too. You may see the first transaction made on XX/XX/XXXX and the credit made on XX/XX/XXXX. Then the duplicate transaction on XX/XX/XXXX ( the one made by the bank and the one I entered through Bill pay )

Company response to consumer: Closed with explanation