Consumer complaint received 2018-03-03
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
My Problems with Carrington Mortgage started in XX/XX/XXXX when I refinanced my mortgage. The modification was suppose to bring my payments current. The statements reflect past due amounts that don't make any sense. Per the FHA Mortagagee Letter XX/XX/XXXX-XX/XX/XXXX ( XXXX ( XXXX  ) The Mortgagee must ensure the FHA-Hamp Loan Modification fully reinstates the mortgage. The last statement before the modification XX/XX/XXXX reflects an amount owed of {$30000.00} the statement after the modification, XX/XX/XXXX which included a partial claim funds from FHA reflects an amount owed of {$32000.00}. The modification was re-booked and the XX/XX/XXXX reflects an amount owed of {$3700.00}. After the modification I did again miss a couple of payments and at the end of XX/XX/XXXX I was delinquent for the XX/XX/XXXX and XX/XX/XXXX payments and due for the XX/XX/XXXX payment when with the assistance of XXXX the FHA counselor/mediator I entered into a repayment plan. I made every single payment as required which Carrington set up in advance via auto-pay and on XX/XX/XXXX I was to resume my regular monthly payment of {$1700.00} and would be current with my mortgage. I made my XX/XX/XXXX payment on XX/XX/XXXX in the amount of {$1700.00} my XX/XX/XXXX payment was made on XX/XX/XXXX in the amount of {$1700.00} and suddenly when I went to make my XX/XX/XXXX payment on XX/XX/XXXX the payment has now jumped to {$1700.00}. I have no idea why when I went online to make my payment why the amount has jumped {$30.00}. The only thing I can figure is it must be due to the forced place insurance they have placed on my account which is another issue I have with them. In XX/XX/XXXX before I modified they told me it was standard practice for a property inspector to be sent to my home and to not be concerned if I notice somebody looking around. Well for some unknown reason this inspector reported that my home was vacant and unsecured! My insurance company called me in XX/XX/XXXX to ask me about it and I assured them I live in my home. My home was decorated for the holidays -- XX/XX/XXXX -- XX/XX/XXXX and XX/XX/XXXX the lawn is mowed trash is picked up at the curb twice a week -- I have no idea where the vacant and unsecured thing came from. In XX/XX/XXXX my XXXX  happened to be home an someone knocked at the door -- She answered and the man identified himself as the property inspector for my mortgage company -- he said the property was still being reported as vacant -- -My XXXX informed him that both her and I live there and that I was at work. Later while she was sunbathing in the backyard she looked up and saw 3-4 people walking around the back yard looking up at the roof and back of the house. She asked if she could help them and again although different people from the man that had visited earlier that morning also stated they were property inspectors and were there to place a lock box on the front door. My XXXX  stated that she had talked to someone earlier and told him the property is occupied. One of the men said that was his brother and sorry he didn't get the message from him. A few hours later my XXXX leaves her towel and water in the backyard and goes in the house to reapply suntan lotion and get more water -- she did not close the patio door behind herself since she was only going in for a few mins. While in her bedroom applying suntan lotion she heard a noise she walked out into the living-room to find a man ( a third person different from the other two visits ) standing in the middle of the living-room she screamed at him to get out! And while on his way out he said he was sent by the mortgage company -- she just kept screaming at him and was very very upset and told him she didn't care who sent him. She then called me as work she was still crying and upset -- -I called Carrington and told them this stops today -- right now -- right this min -- -they are trespassing and if they think the property is vacant then go through the court system and get it assigned back to them but under NO circumstance do they have the authority to enter my home whenever they feel like it!! And I was not even in foreclose when this happened so they really had no right to enter my home! I thought this was the end of the vacancy issue until I received notice from my homeowners insurance company in XX/XX/XXXX that due to Carrington continuing to report my property as vacant I was at a higher risk and they were cancelling my policy for both the homeowners and flood policies. Other than the property inspectors which claim they were sent by Carrington -- -Carrington has never asked me for documentation that I was occupying my home -- -which I could have easily provided but I am sure the electric company would have also supplied to them -- which would have proved the electric is in my name and there is a bill generated every month that is high enough to prove I live here. Another issue with them is the fees they are adding to my account every month -- I understand the late fees -- -and do not take issue with them its all the other fees -- -- recording fees, attorney fees, more property inspections fees ( sometimes 2 or 3 in one month ) every month its a new fee of some sort. I also receive intent to foreclose notices -- which they send every month at least 2-3 times a month. In XX/XX/XXXX they posted one on my front door insisting I call them to discuss my financial issues ... .my account is current! 

I have tried to work this out with Carrington but they will not listen to me, they only upset me when I call and demand more and more money. I also tried to hire an Attorney to sort this out with no one willing to take my case. I also contacted FHA and was assigned an XXXX XXXX XXXX ( XXXX ) in XX/XX/XXXX. To date FHA has made no progress with this either ... .the payment history Carrington supplied to FHA is impossible to follow or so they tell me. Carrington also stopped providing monthly account statements from XX/XX/XXXX to XX/XX/XXXX. The most recent statement dated XX/XX/XXXX reflects I now have an amount due of {$6900.00}. I don't understand this since the repayment plan ended in XX/XX/XXXX I have made regular monthly payments and I am not delinquent. Below I am attaching the email I received from the XXXX mediator in XX/XX/XXXX outlining the repayment plan. 

Ask Expert Queue <XXXX> Information from today ( # XXXX ) XX/XX/XXXX at XXXX XXXX I'm sorry we got disconnected. XXXX from the bank is going to try and call you back later in the day to get this plan finialized. They are very willing to work with you, but you need to try and get ahold of them before the day is out. 



What we talked about with XXXX : You currently need {$3500.00} to bring the account current You will pay {$2000.00} on the XX/XX/XXXX The have authorized a payment and a 3rd for the next 3 months which will be about {$2300.00} for the next 3 months {$1700.00} per month new payment This is the information on the Disputes and Research department XXXX Please let us know if you need any further assistance. 





XXXX XXXX Financial Wellness Expert XXXX XXXX XXXX Phone : XXXX Fax : XXXX XXXX XXXX

Company response to consumer: Closed with explanation