Consumer complaint received 2022-11-14
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I was in a forebearance for XXXX protection under Safe act. Beginning XXXX i advised Carrington Mortgage i was looking to get back to paying my loan and had applied for the va partial claim, as well as the XXXX  XXXX XXXX XXXX XXXX. 
I received word that the va partial claim was accepted to cover XXXX of forebearnce amount, payment was recd by Carrington mortgage XXXX The XXXX XXXX XXXX was also approved XXXX XXXX and funds recd by Carrington XXXX XXXX XXXX XXXX, I was in constant communication with counselors at Carrington , and advised them i wanted the XXXX  XXXX XXXX to be used vs the VA partial claim, and was assurred this would be no issue. This was when all the main issues occured. I contacted Carrington, and advised why on their payment history, the texas haf funds were in suspense? They proceeded to advise me that Carrington chose to send back the XXXX funds without any notification to me and proceeded with the VA Partial Claim. 
I contact my VA counselor advised me that Carrington was incorrect and they " VA '' would have Carrington undo the va partial claim and request for carrington to re apply or request a new XXXX  XXXX XXXX application, and this occured and the new amount paid by XXXX  XXXX was {$48000.00} recd by Carrington on XXXX. 

I was advised by Carrington that since i " opted '' out of the VA Partial claim, that the VA documents i signed to establish the VA Partial claim, would be voided and not to worry as the new amount paid by and recd by Carrington on XXXX would clear out any arrears and my next payment would be in XX/XX/XXXX I called CArrington multiple times and requested something in writing to ensure a. the VA Partial claim was nullified and no lien would be tied to my property and that the balances for my account where indeed cleared by the HAF paymnet on XXXX to cover any balances and escrow payments. Again, they stated no that i would not be receiving anything in writing and that my account was in good standing and that my next payment for XXXX was XXXX to offset a higher escrow shortage and i submmitted that payment and paid an additional XXXX toward escrow to ensure my escrow shortage was cleared. 
I called Carrington on XXXX and noticed on Carrington payment history that funds of XXXX where in suspense on asked what was going on? Carrington advised me that the VA Partial Claim was used vs the 2nd XXXX XXXX payments and they were to also be returned to XXXX XXXXXXXX XXXX. 
I called XXXX VA counselor and advised on the situation, and was informed they would see what they could do on my behalf, and sumbit a complaint via CFPB. 

XXXX i recd a mortgage statement for principal balance of XXXX which is the VA partial claim amount held or serviced bt XXXX XXXX. 
I do not know what Carrington did or is doing on my behalf, but nothing that they said was accurate and they are risking my home and my credit, as i has been informed they reported my mortgage history as late even though i was under the protection of the SAFE ACT, causing m XXXX to fall drastically. 
Every time i call Carrington, I get the worst level of service and am asked to call back. 
What can i at this point? please advise... 
thanks in advance XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation