Consumer complaint received 2023-06-26
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I was offered XXXX forbearance during the pandemic and was told at the end of the forbearance I would simply need to explain it was due to XXXX and the total amount accumulated would be added to the end of my loan. I continued to receive a monthly statement each month while on forbearance and could see the total amount due continue to rise. I received a notice dated XX/XX/XXXX that my XXXX Forbearance period was concluding and I could resume making monthly payments. I called and asked that the amount accumulated during the forbearance to be added to the end of my loan as I was advised to do by customer service when the forbearance began. I was then told I needed to submit loan modification paperwork to be considered for this service that I was promised. I submitted all of the paperwork they needed and they mailed me a notice that read I was not eligible for forbearance because I have an active bankruptcy case. The bankruptcy case in from XXXX when XXXX XXXX had my account before they sold it to Carrington. The bankruptcy was current when the forbearance was offered and each statement I have ever received from Carrington reads bankruptcy- so if it wasnt available for me it shouldnt have been offered or continued to accumulate fees. I called to complain and was told to resubmit at the conclusion of my bankruptcy scheduled for XX/XX/XXXX. Carrington then filed to be removed from the bankruptcy stating I had falled behind on payments which is not true ; the account had been on forbearance due to XXXX. Since receiving the notice that my forbearance period ended- I have made monthly payments that are not being credited to the total amount due which now includes the fees accumulated during the forbearance. My bankruptcy attorney said he thought it was best to allow Carrington to have the mortgage dropped so they could offer me the forbearance I was denied due to the bankruptcy. I objected and asked my attorney to object because I wasnt behind on payments the total was all from the forbearance ; he didnt object though. Carrington won the case and the mortgage was removed from the bankruptcy. Carrington then immediately submitted the paperwork to foreclose. I called Carrington and was given an outrageous amount needed to make account current that far exceeded the XXXX forbearance amount. I was connected with an agent that advised me to submit paperwork again to be considered for forbearance and explains he can not stop the foreclosure pending status until I submit all new paperwork. When asked about the multiple accounting errors where I was charged three times in XX/XX/XXXX for a payment and twice in XXXX I was told to submit these issues to a research department so they can be investigated. Currently my home is still in the foreclosure pinned status while I wait to hear back from a research department about the numerous billing issues. My payments for XXXX, XXXX, XXXX and XXXX have all been received by Carrington and the statements show the money being received but never credited to my account and the XXXX forbearance amount is still showing due now. I can not afford to pay the entire amount accrued while the account was on XXXX forbearance and they should have never offered me something they have no plans of honoring. That amount accrued has caused me to be placed back on foreclosure flagged status and I no longer have the bankruptcy protection that gave me the security of keeping my home. I am a single parent and feel very duped by Carrington. I need the amount accrued during forbearance added to the end of the loan like I was promised. Thank you for any assistance you can offer.

Company response to consumer: Closed with explanation