Consumer complaint received 2021-04-23
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: ME
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
I have a VA Loan with Carrington Mortgage Services , LLC under the above referenced loan number and address. I am under a Loan Forbearance due to COVID through XX/XX/XXXX. Per documentation received, I was advised that I did not need to make payments during the forbearance period but would need to re-start making payments, beginning with the XX/XX/XXXX due date. I was further advised that I would need to make all Trial Period payments for three ( 3 ) months, XXXX, XXXX and XXXX to be eligible for a Loan Modification. Per the correspondence from Carrington Mortgage Services , LLC, I am eligible for a Permanent Loan Modification under the United States Department of Veterans Affairs Modification Program with Carrington Mortgage Services , LLC . This document, as provided, requires that I need to make my payments during this trial period before the end of each month in which the payment is scheduled to be made. 

The online payment history for my account at Carrington Mortgage Services , LLC verifies that the XXXX and XXXX payments were made by month end and I will make XXXX payment by the end of this month, per the agreement. I have an account with XXXX XXXX XXXX and was shocked to see that my credit score dropped significantly because Carrington Mortgage Services , LLC reported my XXXX payment as over sixty ( 60 ) days late AND that no XXXX payment was made and under violation of the CARES Act. 

Current reporting on my XXXX Credit Reporting page : Account Current CARRINGTON MORTGAGE SE has reported Positive Activity : Account Current. 
Financial XXXX XXXX, XXXX What happened? 
Well done! Your account is now reported as current. It was previously reported as late. You're well on your way to improving your credit health. 
Source : XXXX Company : CARRINGTON MORTGAGE XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, CA XXXX Phone : ( XXXX ) XXXX Previous Status : LATE Current Status : ACCOUNT CURRENT Balance : {$140000.00} What now? 
If you haven't already, try instantly raising your FICO Score for free with XXXX XXXX 
Try XXXXXXXX XXXX You are receiving this alert because your membership includes XXXX credit monitoring & alerts. 

As reported on my XXXX Account Page : Score Decrease Your FICO Score has decreased by XXXX points. 
Financial  ( This was due to a report of a payment 60 days past due with Carrington Mortgage Services , LLC XXXX XXXX XXXX, XXXXXXXX XXXX took this action in violation of the CARES Act and they are aware of my forbearance status yet unwilling to rectify their illegal reporting, CARRINGTON MORTGAGE SE {XXXX} Balance updated XX/XX/XXXX 1 late payment Account Info Hover over labels for more details Account XXXX Account statusOpen Date openedXXXX  XXXX, XXXX Account typeVa Real Estate Loan  Paid Off : 23 % Balance on XX/XX/XXXX, XXXXLoan Amount {XXXX} {XXXX} Payment Info StatusCurrent, was past due 60 days Status dateMar XXXX Past due amount- Original loan amount {XXXX} Monthly payment {XXXX Late payments XX/XX/XXXX XXXX XXXX -- -- -- -- - XXXX -- -- -- - On Time 60Days Late -Data Unavailable I have submitted all the information above to Carrington 's Consumer Research Dept. via fax. They confirm that I am under forbearance yet are unwilling to rectify the situation which is clearly a violation of the Law under the CARES Act. 

Congress passed the Coronavirus Aid, Relief, and Economic Security Act ( CARES Act ) to minimize the impact of the COVID-19 pandemic. The CARES Act places important requirements on companies that furnish information to consumer reporting agencies about consumers affected by the COVID-19 pandemic. 
The Bureau previously issued a statement informing lenders they must comply with the credit reporting requirements of the CARES Act. Today, the Bureau released FAQs that will help ensure that consumers receive the credit reporting protections required by the CARES Act. 

The Bureau remains committed to vigorously enforcing all consumer financial protection laws under its jurisdiction, including the FCRA. As noted in the Bureaus Statement, the Bureau will consider the circumstances that entities face as a result of the COVID-19 pandemic and entities good faith efforts to comply with statutory and regulatory obligations as soon as possible. The Bureau will, however, not hesitate to take public enforcement action when appropriate against companies or individuals that violate the FCRA or any other law under its jurisdiction. 

Carrington Mortgage Services violated the Law under the Cares Act by reporting my payments as delinquent and later changed their report to my account being current. XXXX violated the Law under the Cares Act and downgraded my rating based upon the reporting of delinquencies that are disallowed under the Cares Act. 
I have contacted both groups and while they recognize the facts and the Law under the CARES Act, both refuse to correct this error. 

I am asking for enforcement of the CARES Act and that appropriate action be taken against Carrington Mortgage Services , LLC and XXXX

Company response to consumer: Closed with explanation