Consumer complaint received 2017-03-22
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TN
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XX/XX/XXXX Dear Consumer Financial Protection Bureau, I am writing to complain about Carrington Mortgage Services. XXXX sold our mortgage loan to them. We never experienced any problems with them and have never been late in the years we were with XXXX. Please see the following : Received a letter from CMS dated XX/XX/XXXX stating effective XX/XX/XXXX transfer of our mortgage from XXXX to them. 
Received a letter from CMS dated XX/XX/XXXX stating to " Please disregard the following letters sent to you on XX/XX/XXXX the Notice of Sale of Ownership of Mortgage Loan and Notice of Servicing Transfer '' with the actual transfer date had occurred XX/XX/XXXX. 
Unable to make an on-line payment since CMS did not recognize our account, check sent to CMS for XXXX payment check # XXXX for {$1800.00} sent. CMS ran check thru as a DEBIT payment, not a check via the Automatic Clearing House ( ACH ). This payment was not applied to our CMS loan number **********, but cleared our bank on XX/XX/XXXX. 
XX/XX/XXXX received a letter from CMS that our mortgage payments for XX/XX/XXXX was not received, nor XX/XX/XXXX and " you are in default of your loan for XXXX payments '' received certified mail. 
XX/XX/XXXX payment made online XX/XX/XXXX for amount of {$1800.00} from our bank account confirmation number XXXX 
XX/XX/XXXX received another foreclosure letter. 
XX/XX/XXXX called and spoke with XXXX then XXXX about the XXXX payment not being applied as missing payment. XXXX, the supervisor, said we needed a copy of the check front and back, and signed and dated paper and fax to XXXX. Our bank informed us that the check was not run as a check, but as a DEBIT, providing copies from our account. When attempting to fax to this number it would not go thru with XXXX separate fax machines, and showed as an invalid number. 
XX/XX/XXXX called and spoke with XXXX and she said the fax number given was incorrect and to send to XXXX the requested information XXXX said to send. 
XX/XX/XXXX faxed copies from bank account showing check # XXXX run as a debit and not a check, and there was no check sent to our bank, unable to send front and back copies as CMS requested. Faxed this to Customer Research at XXXX. 
XX/XX/XXXX letter received that they are looking into my concerns sent to Customer Research. 
XX/XX/XXXX dated letter received about late fees added of {$74.00}, with still at risk of foreclosure. 
XX/XX/XXXX called CMS spoke with XXXX about the results from Customer Research. She said " be patient '', it can take a month. It has already been over a month since faxed XXXX. 
XX/XX/XXXX letter received from Customer Research, XXXX, states they do not find the payment and in order to further research this they require the front and back of the check # XXXX. Again it was run as a DEBIT by CMS. 
XX/XX/XXXX a notice of intent to foreclose letter sent from CMS. 
XX/XX/XXXX went to my bank and got a written letter stating that CMS did use check number XXXX and it cleared my checking account on XX/XX/XXXX via the Automatic Clearing House. 
XX/XX/XXXX refaxed more document to Customer Research from bank showing the check XXXX did get cashed by them as a DEBIT and went thru the ACH. 

On Friday XX/XX/XXXX I spoke with CMS to see if they had received my new fax sent two days earlier to Customer Research Department. She said there was not any record of receipt. The woman I spoke to also said there was no way to speak with the Research department she could not or did not have a way to transfer to them, there was no branch I could come in person to talk with someone, and there is no way to talk with any person who handles check payments. 
At this point I have consulted a lawyer

Company response to consumer: Closed with explanation