Consumer complaint received 2023-08-31
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: PA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process
Sub-issue: Payment process

Complaint:
Carrington Mortgage Company has repeatedly mishandled our VA mortgage by misappropriation of funds, inaccurate billing, inaccurate reporting to credit bureaus and most recently the mishandling of VA partial claims mortgage and promissory note. During the COVID pandemic we applied for the COVID -19 Refund Modification on XX/XX/XXXX. Carrington was to place our account in forbearance while processing our modification. Come to find out they did not do the modification correctly, kicked our loan out of forbearance, started foreclosure proceedings against us and reported us to the credit bureaus. On XX/XX/XXXX we spoke with " XXXX '' Employee ID # XXXX who admitted that Carrington inappropriately handled our loan. She transferred us to " XXXX '' her supervisor Employee ID # XXXX. He also admitted that our account was mishandled and stated that he would reopen the modification request and place us back in forbearance. Carrington mishandled our loan and aggressively moved to foreclose on our property all while operating under their own inaccuracies. We believe they acted intentionally in a predatory way to take our property but met resistance when we challenged them. The process was never handled properly and took a ridiculously long time and was riddled with ongoing problems. We ended up being overcharged {$5900.00} by Carrington for the modification partial claim. We repeatedly told them that their numbers were wrong and they were over charging us in our partial claim to the VA. We requested to see the breakdown of the numbers but they were uncooperative. Carrington ended up requesting {$40000.00} from the VA to bring our account current... that amount was incorrect. Thankfully we had maintained communication with our VA representative, XXXX XXXX and after careful review the VA determined that we were correct and Carrington had in fact overcharged us by {$5900.00} and Carrington was forced to amend our partial claim to the VA. The claim was corrected to reflect an amount owed to the VA of {$34000.00}. This payment came into Carrington from the VA on XX/XX/XXXX. Instead of applying that amount in total to our principal balance as it should never have been part of our principal, Carrington only applied {$4800.00} to the balance and without authorization or consent Carrington decided to make a monthly payment of {$1000.00} to our account with the balance of the {$5900.00}. This was an unauthorized application of funds ... the entire {$5900.00} should have been applied to the principal balance of the loan as that amount was overcharged to our account. Carrington had no right to decide to apply the money to anything other than the principal. Carrington put that money in as a monthly payment for XX/XX/XXXX when we never told them to and we ourselves made XXXX 's payment on XX/XX/XXXX. Our principal balance is incorrect because of their latest mistake and we have serious concerns as to the continued mishandling of our funds, the over charging over our account and all of the inaccuracies along the way. We have account statements, documentation, and have requested dozens of times that Carrington send us fully executed documentation of the amendment that was to correct the amount we owe to the VA and they continue to send inaccurate paperwork and play XXXX. We have reached out about these issues ongoing for the span of almost two years and we now request that a third party pull our account and review it for accuracy and assure that there is Truth in Lending with this lender. We want to see that the {$34000.00} payment from the VA was properly applied and that we are not paying any interest on the money as that is a lien with the VA and not subject to interest payments.

Company response to consumer: Closed with explanation