Consumer complaint received 2023-10-15
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage
Sub-issue: Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure

Complaint:
I called and asked for a skip a payment for the month of XXXX on XX/XX/XXXX from Carrington and was told by XXXX in the loss mitigation department of Collections, that I had to fill out the mortgage assistance program XXXX  form in order to receive a deferred payment but later I found out this was a lie. She walked me through step by step how to do it and where to go online in order to apply and upload documents. I then called back on XX/XX/XXXX and spoke to XXXX then she transferred me to XXXX XXXX in the Collections department, the supervisor that ensured me that Carrington doesnt offer deferred payments for mortgages since XXXX when the financial mortgage crisis happened and the mortgage assistance program was to restructure my loan and ask for a new interest rate and all kinds of other things I was not told about by XXXX or anyone else for that matter until XXXX XXXX me. 
Therefore I told him to cancel this application for mortgage assistance and XXXX said he cancelled it during that call. He said I would get a letter to my email in XXXX hours, I have not received this letter and today is XX/XX/XXXX. He gave me his email to which I sent an email to him to verify what he told me, that he cancelled the mortgage assistance application and there would be no further action I just needed to pay the payment. I will include that email to him. XXXX XXXX, Collections Supervisor. XXXX also said he can not email me outbound and can only call me once per week per the CFPB regulations/restrictions and he doesnt blame me for not wanting to change it because I have 2.625 %. I said yes of course I never wanted to change anything I was lied to by XXXX to get me to apply for this and I didnt even want that to happen. 
I then called back the next day XX/XX/XXXX and spoke to XXXX a customer service representative to verify it was cancelled and was told it was cancelled by XXXX on XX/XX/XXXX and I should wait XXXX business days for the letter to be emailed and generated to me. Today is Sunday XX/XX/XXXX and I just went online to my Carrington online portal and now I can not see my loan at all. I was the mortgage assistance was cancelled by XXXX, the supervisor in Collections and by XXXX, the customer service representative. Now I can not see my loan. Something isnt right please help me in verifying that Carrington has cancelled my request for mortgage assistance asap. I am a XXXX veteran and they are clearly trying to mess with me on purpose because they think I can not defend myself and they think I dont know how to contact the CFPB if they do something wrong. This was very misleading. I should have been told they do not offer deferred payments, not some lady showing me where to apply, walking me through it and misleading me every step of the way, then pushing me into doing it even though Im being told they cancelled the request by the Supervisor. This was deceptive and I dont appreciate being treated this way by my mortgage company. Thank you.

Company response to consumer: Closed with explanation