Consumer complaint received 2021-06-22
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I was offered a deferred option during covid and I accepted that not knowing what was happening with my wife and my job, and our minor child out of school. We did this for 6 months, and was caught up before XX/XX/XXXX and resumed all payments starting the end of XX/XX/XXXX. We have not missed a payment since. We just have the 6 months that we were told could go to the end of the loan. I have been trying to work with the company since XX/XX/XXXX, and they wouldn't respond back to me after several dozens of correspondence. I have resubmitted the paperwork over 10 times, worked with the advocate department for complicated situations, and was talking with a supervisor. I got no help, and after months of contacting them with no answers to get this resolved they only responded after contacting supervisors, and still I was told finally that two paystubs were cut off at the end after submitted paystubs from XX/XX/XXXX through XX/XX/XXXX. I submitted all paperwork on their online portal over and over again, emailed it to 4 different departments, faxed it, and mailed it, and all I get it generic letters saying we are missing paperwork and will not tell me what. This has been the most stressful and time consuming process I have ever dealt with before. Also, two of our checks that cleared still have no been posted to our account. I have reached out and provided front and back proof of payment from my bank, and my statement showing both payments cleared the bank, and still nothing back. It feels as though they are trying to take my home from me because of the higher market value, because I have over 100 emails to the dept they said to email and two payments in a row not posting to my account to make it look like I am past due is horrible. I don't feel they will ever come through with what they promised. I have XXXX XXXX I am about to deal with, and this type of stress has been so hard on me and my wife. During the worst year spending well over 100 hours corresponding with this company that is beyond unprofessional and I have asked everyone in every department to please help me. I am at a loss, and I just want to know how to get this put to the end of the loan. I looked on XXXX  and other complaint sights for the company, and it seems many people are having these same problems with this mortgage company. We had XXXX and it sold to Carrington, and it has been a nightmare. 
I can provide hundreds of papers proving how I have sent over and over this paperwork since they finally got back to me around XXXX after contacting them since XXXX, and since then I am in the dark, and when we call they are rude and have no information, and choosing to do this with the company was the worst decision I have made, because if I knew they would make it impossible to actually get what they offered me I never would have have signed up for this. The stress alone of not knowing what is going on is wrong of them to do to any family. 

I have so much more I can attach if needed to prove of the emails these are just files I have saved

Company response to consumer: Closed with explanation