Consumer complaint received 2017-02-28
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On XX/XX/XXXX my mortgage loan was sold from XXXX to Carrington Mortgage Services. I had not received anything from Carrington and called them on XX/XX/XXXX to make a payment where I was informed that my loan had been purchased and was still not implemented into their system. The representative went on to tell me that there was great news and I did not have to make ANY payment onto my account until XX/XX/XXXX. He stated that I would not incur any late fees or negative credit reporting during what he called a " grace period ''. I asked him to confirm that no payments were required until the XX/XX/XXXX date and he confirmed. He went on to tell me that a welcome package should be on its way in the mail. Fast forward to XX/XX/XXXX I begin getting telephone calls from Carrington 's automated dialer that always seems to hang up on me when I answer and in the mail I received communications from their internal debt collections department stating that I am facing a foreclosure for not making payments. Nowhere in my first contact with Carrington was I told that my account will have been considered past due beginning on XX/XX/XXXX when Carrington did not even have my loan information. Nowhere did they mention that debt collection activity would take place on this account with direct threats to foreclose on my property. I was provided with incomplete and misleading information by Carrington and then was harassed by their debt collectors. Sometime in XX/XX/XXXX Carrington sent me a letter regarding their intent to begin foreclosure on my property if no payment was received by XX/XX/XXXX which is six days earlier than the date I was promised I did not need to make payments by. I immediately called in and make a payment for the full past due amount. Next, after making this payment in full I received TWO certified letters that were received at the XXXX post office the week of XX/XX/XXXX stating that Carrington was intending to foreclose on my property. The letters were dated both XX/XX/XXXX. I find it absolutely mind blowing how it could take a letter over one month to arrive at my home address and the fact that there were two of these things just provides me with even more belief that this company has poor data organization mechanisms in place. After receiving these two letters I was beside myself and called to speak to a manager. I first spoke to a woman by the name of XXXX who said she can get me to a XXXX, I asked once again to speak to a manager not another phone representative but was told they have a " Process '' in place they need to follow. XXXX also told me that Carrington accessed a {$20.00} property inspection fee on my condo for the late payments that I was made to believe were in a grace period. She transferred me to XXXX who was not able to provide me with much help other than explaining the first consumer contact that I had on XX/XX/XXXX would be reviewed. I kept asking to speak to a manager and finally was transferred to XXXX who sounded like he could care less to speak to me and said the {$20.00} property inspection fee could not be waived unless I send in a signed letter to start a dispute. I kept asking for the call to be reviewed while I waited but was told that was not possible. I told XXXX that he was not helping me and he stated that he was in the most careless tone.

Company response to consumer: Closed with explanation