Consumer complaint received 2019-04-11
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: WI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
This is my second complaint about Carrington Mortgage and specific to my current problem although past problems have not been properly addressed. This problem is specific to an immediate need to stop a foreclosure sale on XX/XX/2019. Carrington has had me fill out RMA 's ( Request for Mortgage Assistance ) several times in past 6 months. They send a letter saying the packet is complete, it goes to underwriting, then they request additional information, I send information and then receive a Loss Mitigation Cancellation Notice. Then we start again with new RMA and the same thing happens again and again My current urgent problem starts on XX/XX/XXXX when I sent a RMA to Carrington with additional documents as before. I was calling in weekly to check status and I thought all was complete by XX/XX/19after a process of sending documents needed and talking to Carrington Employees. I received notification written onXX/XX/2019of a sheriffs sale on XX/XX/XXXX. I was told in my calls to Carrington that my Loan Modification packet completion would avoid this sale taking place. I continued on with focus on getting this modification complete. I called to CMS to check in on the loan on XX/XX/19, I was told of four additional items needed I would have a complete package. These items were 1 ) Rewrite my profit loss forms to show expenses 2 ) Last filed tax return 3 ) Bank Statements showing Social Security deposits 4 ) Other income from 401K account I was not given a deadline for these documents, I stated I would get these soon.

I gathered the documents and they were sent within 3-4 business days. 
I called CMS on XX/XX/2019check status of loan and I was told Loss Mitigation was cancelled because the 4506T form was not checked in signature box and this left packet incomplete. I tried to tell them that this is not a fact to check on the document upload on thier web site and they can see this was completed with box checked on XX/XX/19. I could not get any cooperation from them as I said I was never notified of a problem when I spoke with someone on XX/XX/19this 4506T was complete and there is proof of completion on their document upload. I called again on XX/XX/2019along with a HUD agent on the line and spoke with Teller XXXX, He looked at form and said this was complete but maybe it was the signature line that looked altered and I would have call back the next business day as loss mitigation was out of the office and that is who I should speak with. 
I called CMS on XX/XX/XXXX as instructed by teller XXXX. The person I spoke with in loss mitigation asked me to send the entire packet today all together and they would review it. I did as instructed and sent the entire packet together that afternoon. She stated since this packet was complete resending it all at once would let them reopen the loss mitigation. 
I called CMS on XX/XX/XXXX, and spoke with Teller XXXX who informed me they were not even going to look at this packet this close to sale date. I tried to communicate the point that my packet started on XX/XX/19was complete, this started long before sale date was even notified. I could not get them to understand or even consider my request. I also asked to speak with supervisor XXXX who was just not understanding or did not care what I had to say. They were selling on the XXXX of XX/XX/XXXXand not discussing this further. I also tried to reach XXXX XXXX, A customer advocate at CMS but he did not return my call. 
Through out the month of XX/XX/2019, I did not receive any notifications of missing documents to my home address. I did not know items were needed until I called to ask CMS employees progress of my modification. I also do not understand why they could go ahead with foreclosure while I was working with them and they have 2 complete and finished RMA 's with all documents as requested. ( summary of documents sent attached ) I did not get notified of the cancellation of my request on XX/XX/19. I was never called, or sent any letters. They make promises and lie to you and request information that they have no intention of using. They must be held accountable to on some level for their actions. I just want to bring my loan current and pay my house payment. Thank You for your time.

Company response to consumer: Closed with explanation