Consumer complaint received 2021-08-09
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Last year due to covid I was laid off from my job ( I am a XXXX XXXX ) for 3 months. I asked Carrington Mortgage services to offer assistance, they told me they can do a Forbearance for the months I will be laid off. So I did this I think ( XXXX ). At the end of this time, They asked me to complete a modification packet so they could get my mortgage modified and back on track. I told them I could start making payments and they told me I can not pay unless I could pay all the missed payments during the forbearance ( which I couldn't ). So I called weekly, every 10 days or so to find the status. They just kept telling me its being worked on that there are a lot of people in my situation and to give them time. Sometime in the fall, they contacted me and asked me to fill out another packet because it had been more than 90 days ( that they had my completed packet ) and they needed current information. So I got it all to them again ( on time ). I kept calling, they kept telling me not to worry, everything is okay its being worked on, give them time. Finally it went to underwriting in XXXX and was being worked on. I called a few weeks ago and was told it was being worked on and was in underwriting, to wait it could take 30-60 days. 

Last week I received notice of default and was contacted by certified letter that they have started foreclosure on my home. I called them and was told they don't understand why this would happen because they show they had received a completed modification packet and it was in underwriting but there were no notes on the account that any other work had been done on it since XXXX. I spoke with two people on Thursday and was told it was defiantly an error on their part to give them some time to research it. I was told to call back on Friday. On Friday, they told me it was being looked at, to call back on Monday. Today I called and was told to call back on Wednesday. 

I did speak with someone in the home retention department today. She is a supervisor and I can't remember her name but her employee number is XXXX. She said she is going to personally handle this. She has contacted the underwriter and a manager in home retention to see what can be done to get this corrected for me, that this shouldn't have gone to forclosure. 

I am worried at this point because for almost a year, they just keep telling me to relax, it will be okay, they are working on it, don't worry. Well now I have 10-15 people a day knocking on my door, this morning I went into my back yard to see two guys taking measurements telling me the house was in foreclosure and they are interested in buying it. I told them to get off my property. My fear is that they are running the clock and my house will get sold before they find a solution for me. 

All I wanted was some relief for 3 months while I was laid off due to XXXX. They offered it to me and told me it was simple. Here I am a year later. I did EVERYTHING they asked me to do and I did it on time. Someone with Carrington dropped the ball and now I am fearful that I will loose my house. I need help and they are not willing to offer me anything in writing that this is going to get corrected. They just ask me to be patient and not to worry. 

I have nothing in writing from them, just statements on the phone ( one conversation I recorded ) where they tell me sorry and it was there mistake and they will fix it but then keep asking me to call back in a few days. 

PLEASE HELP ME

Company response to consumer: Closed with explanation