Consumer complaint received 2023-04-20
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
Carrington Mortgage Services , LLC has notified me that they will report a 30 day late payment to the credit bureaus. I feel this is entirely unfair and would negatively impact me in a severe way, as I am looking for homes to buy and potentially move with my family ( wife, XXXX XXXX XXXX daughter and XXXX XXXX XXXX son ) within the next 3 months and this would negatively impact my credit score in an extreme way and make buying a home essentially unfeasible for me in an already difficult home market. 
In early XXXX of XXXX ( I forget which day exactly, but it was within the first week of XX/XX/2023 ) I elected to switch the dates of my autopay for my mortgage company " Carrington Mortgage Services , LLC ''. 
There's a system limitation in Carringtons payment system, in which changes to the autopay date take at least 3 business days to process. Meaning if on XX/XX/XXXX, I make a request to have my autopay date moved to XX/XX/XXXX, the system will not be able to process a payment on XX/XX/XXXX, the earliest they claim the system can process a payment in that scenario would be XX/XX/XXXX. 
I was unaware of this system limitation and requested that the autopay date be 2 days later. And because the system supposedly requires 3 days before changes in autopay can be implemented, Carrington mortgage just didn't process my mortgage payment for the month of XXXX. The system did not process any payment until the following month ( XXXX ), which caused me to be 30 days late. 
They claim that there's a notification screen that alerts you as to this system limitation. However, from my memory there was only a small screen of fine print that said something I didn't quite understand. This is a very bad faith effort to notify consumers of something that is so extremely financially significant and can alter peoples financial lives. 
Additionally, Carrington mortgage claims to have called me multiple times before the 30 day delinquency. However, they call without using any caller identification so my phone ( using an industry standard notification system ) shows the call as spam. On top of this they did not leave any voicemail notification at all. They claim this is to protect my privacy, but it doesnt make any sense that they cant simply leave a voicemail identifying themselves ( since they dont have any sort of basic company caller identification services ) and request a call back. Again, this seems like a very bad faith effort to notify an honest consumer of something of monumental importance. 
Carrington Mortgage, claims to have mailed notifications to my address on file, but I didnt receive any notification in the mail until after the payment was already 30 days late. These could have been mailed much out sooner and an expedited service could have been used and charged to my account. Its far better to pay a {$5.00} fee to be notified, than to be 30 days late on a mortgage payment. Again, this is a poor excuse for an effort to make timely notification for such an important issue. Lastly, I did not receive a single email notification on this topic, to my knowledge.

Company response to consumer: Closed with explanation