Consumer complaint received 2019-09-21
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
I am having a BIG problem with Carrington Mortgage that I know is not exclusive to me. I have screen shots of this process to prove my case.

When you sign up for auto pay when on-line, it gives you the date of the following month, on the first, that your payment will start coming out. I have the series of screen shots with the date that the payment is claimed to be coming out.

However, The following is what happened TWICE to me. ( because I quit and re-signed up for autopay in order to get screen shots of the steps to prove my case

) 1 ) It gave me a date when the payment was coming out of the following month on the 1st 2 ) When I went on-line to check on that payment, it gave me a big screen pop-up that said ( to the effect of ) you have signed up for auto pay. If you make a payment, you will be paying twice. So, it tells you NOT to make a payment. 3 ) THEN, they DONT take out the payment and give you a 30 day late. The auto-pay kicks in a month late from what they said. 4 ) They are refusing to remove the mark on my credit. I have been working on
getting that mark off for the last year since it was put on. I have worked on it myself and a credit repair agency worked on it. They WILL NOT remove it. They say to me : it is our legal obligation according to the FCRA to report accurately to them This was neither FAIR NOR ACCURATE.

This is after 11 years of being a good customer. They are not taking that into consideration whatsoever. They are stuck on keeping two 30 day lates in a row ( no, not a 60 day late ) because they skipped the month of auto pay that they were supposed to take out, and left me a month behind once it kicked in. I was traveling which is why I signed up for auto pay to begin with, and did not have any idea I was getting these lates until 2 months later.

I can not believe their system is set up to make you fail, and then, they refuse to take any responsibility whatsoever.

I can not refinance my house because of that mark. I may loose my house because I can not refinance and owe a balloon payment on a 2nd mortgage that I thought I would refinance into my current mortgage. I am at a complete loss. I can not believe this company can get away with that. 

PLEASE help. I know I am not the only one with this problem. It has to happen all the time if it happened to me twice. They are refusing to remove it from my credit. They are the ONLY mark on my credit as well. I do not have any habits of non-payment or late payments.

I really need help with Carrington Mortgage. This is not the first time or the first thing they have done to set a person up for failure. Their system is designed for failure. On top of it, a person is signing up for AUTO-PAY. Obviously the intention is not to ditch a payment. The intention is to not have to worry about their screwed up system of paying that may not go through in time. ( another failure they set you up for ) So, auto-pay was supposed to be the remedy to get them their money on time. Now I have 2,  30-day lates because of it to my detriment and clean credit history until now. 

Original Dates were XXXX and XXXX of XXXX. I was set up with auto pay and they did not take the payment and reported me late 30 days 2 months in a row because they were taking out the payment and back dating to the previous month. The 2nd time I removed and re-set up auto pay in order to get screen shots was XX/XX/XXXX.

Company response to consumer: Closed with explanation