Consumer complaint received 2022-03-31
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
At the start of Covid my husband lost his job we had call Carrington on a to regular basis to make sure the forbearance was in place. On XX/XX/XXXX I called Carrington and they referred me to HUD for financial assistance they also stated that they would start paper for modification that day. Stating that would take months. I called the number that was provided left a message somebody called me back from the program was not ready yet but I was to place on a list and XXXX Carrington was informed that we were on the list in XXXX the HUD company XXXX contacted us we had completed. In that paperwork were releases for Carrington and told that the application for assistance was in the process of being created on XX/XX/XXXX we signed release was sent XXXX for them to contact Carrington on Monday, XX/XX/XXXX the application for assistance was emailed to me by XXXX XXXX from XXXX even though I have not yet been put up online we had started to complete it right away it was submitted XXXXXXXX funding was not available until XX/XX/XXXX a week and a half prior to the funding being released we were informed that we needed my husband Social Security card we attempted to get Social Security card however because the license is expired we need to wait for the state has your send us an actual plastic ID the security guard at the door would not except the paper one issued by the state and we were told to come back with that. It was also about a week ago when XXXX XXXX from the head so that Carrington didnt accept the release so he had to sign new releases that Carrington still had not contacted them or except the contact from them. I had contacted them and explained the time that we are waiting for the Social Security card and ask them about the release which I did not get a direct answer on because I was asking if they could send nearly said they were fine acceptable. Within the past week I spoke with XXXX Carrington he did not have any information about XXXX or the programs they referred us to he provided me with the updated Mortgage statement which was still needed along with a deed and the original mortgage in order for the house assistance specifically. XXXX from Carrington who told me that I could find the deed in the original mortgage in our closing paperwork from the day we closed I had found that and sent that XXXX m who are already informed us and voicemail which youll see documenting that they were bills approved and that they will be paid and they will pay up to {$20000.00} Toward the mortgage had emailed XXXX to inform him of this he had said that he couldnt wait for some prospective funds to come would not or did not bother to validate that we applied finance that they directed us to apply for. was in place XX/XX/XXXX I called Carrington and they referred me to HUD for financial assistance they also stated that they would start paper for modification that day I called the number that was provided left a message somebody called me back before me that and see if you answer the program was not ready yet but I need to place on a list and XXXX Carrington was informed that we were on the list in XXXX the HUD company XXXX  contacted us we had completed and theres your paperwork releases for them a secret Carrington and told that the application for assistance was in the process of being created on XX/XX/XXXX assigned release was sent XXXX for them to contact Carrington on Monday, XX/XX/XXXX the application for assistance was emailed to me by XXXX XXXX from XXXX even though I have not yet been put up online we had started to complete it right away it was submitted XXXX funding was not available until XX/XX/XXXX a week and a half prior to the funding being released we were informed that we needed my husband Social Security card we attempted to get Social Security card however because the license is expired we need to wait for the state has your send us an actual plastic ID the security guard at the door would not except the paper one issued by the state and we were told to come back with that. It was also about a week ago when XXXX XXXX from the head so that Carrington didnt accept the release so he had to sign new releases that Carrington still had not contacted them or except the contact from them I had contacted them and explained the time that we are waiting for the Social Security card and ask them about the release which I did not get a direct answer on because I was asking if they could send nearly said they were fine acceptable. Within the past week I spoke with XXXX Carrington he did not have any information about XXXX  or the programs they referred us to.

Company response to consumer: Closed with explanation