Consumer complaint received 2023-11-09
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
I started working with XXXX XXXX on XX/XX/XXXX I was coming out of bankruptcy I insulted Carrington mortgage about my intent at this time they knew that I had applied to the state of New Jersey for these Covid funds, but I think they got too anxious, and did not want to wait so they offered me a restructuring plan of their own whereas I would have to pay them back. 
I told him at that time, that why I appreciated them trying to help me out, but I told them that I was very close to a positive commitment from the state of New Jersey of which day agreed. 
They reached out to XXXX XXXX XXXX though their company. but in the meanwhile generated papers to see if I would except their proposal, which I did not, and they knew why.. 
if I had excepted their proposal, my mortgage would have went up, but my interest rate would have stayed favorable, but I have been in my house almost XXXX  years and mortgage payments do not go up when a person is living in a home, Its a FHA mortgage and it is not a variable ratemortgage, and payentsshould go down as XXXX lives in their home. 
I had been in contact with a XXXX XXXX which is a senior person in Carrington located in California offices. On XX/XX/XXXX he had suspended the paper work to modify my loan with Carringtonhad sent out and he decided to wait on the funds from the state of Nj and his company entered in a bindingcontract with thestatewhereas every transactionon my account would be paused until The state of New Jersey would settle my account .which in XXXX was due XXXX. The state of New Jersey asked Carrington to send this figure to them which they did.

on XX/XX/XXXX. I knew my application from the state have been assigned to an underwriter and I made sure that I kept in contact with Carrington every week to tell them this is all that I knew at the time.

I also at the time I had XXXX XXXXset aside in escrow which I was told would be available once my account was settled, and was supposed to be there to be available to me to apply to a mortgage payment when everything had been settled between the state of New Jersey , and with Carrington . 
On XX/XX/XXXX at XXXX XXXX  in the morning I spoke to a XXXX, atthat time she told me that I had paid {$5500.00} that they were holding in suspense. and had not applied this money anywhere at this time this was mortgage money that I had sent in and they were just holding it.

at that time she also told me that they had received the figures that have been transferred over since the bankruptcy was dissolved, and I told her that I needed to stay in touch with somebody that works with the XXXX XXXX  and Carrington so I can find out what was going on. 
At XXXX XXXX  I spoke to XXXX and this was also on XX/XX/XXXX. I explain to her the whole scenario then she passed me over to another guy name, XXXX who said that this situation was to be sent over for escalation, so that the right people would know what was going on. There suggestion was to wait a little while before checking back in, because all I knew that my case with New Jersey was in underwriting. 
On XX/XX/XXXX. I called and told that the people in the back in had my information. 
XXXX I called again to touch based with the backend crew at Carrington namely with XXXX XXXX XXXX , but was told he was not available and spoke to XXXX at XXXX XXXX  she could not really get a grasp on what was going on so she passed me to another person XXXX at XXXX XXXX  on XX/XX/XXXX. I also told him at this time that the state had sent the request to Carrington mortgage to ask them for the documentation and how much money I/O so they can send them the money. XXXX XXXX at this time said he did not know what was going on, but he would also send this information to the escalation department at Carrington Mortgage. Then I was passed to another person a XXXX that identified himself as a as a special servicing, senior specialists of the company. But he could not give me no answers whether Carrington had answered the state of New Jersey or what was going on. 
On XX/XX/XXXX I spoke first to a XXXX, which answered the phone around XXXX XXXX, but had no answer and I was advised to call back On XX/XX/XXXX I spoke to XXXX that identified herself as senior management of Carrington also and she said that Carrington had responded to the state and given them the figures that the state had requested so that when matters were settled, the money could be wired directly to them. I spoke to XXXX at XXXX XXXX  on this day. 
Duringthis time every week I kept up and stayed in contact with the state of New Jersey. I am with Carrington to make sure that they both knew what was going on with one another and especially to make sure that Carrington stayed abreast of what was going on in my life. 
On XX/XX/XXXX at XXXX XXXX  on this day I spoke to a XXXX anothersenior person at Carrington mortgage. And after a conversation with him he could not ask give me any more answers I later called back and spoke to another person XXXX at XXXX XXXX  on XX/XX/XXXX. At that time, XXXX assured me that I had {$1700.00} in escrow that was sitting there and when the matter finally close that I could use that toward a month mortgage payment, when the state of Nj settled with Carrington on my behalf. 
Also on XX/XX/XXXX Carringtonmortgage chose to run an escrow analysis on my account. As an LLC they had no right to do this. I had checked with provisions from the state of New Jersey because they had signed a contract with the stateto have my mortgage on pause until settled. I have also check with my rights with the.

the New Jersey Banking Comission ; but they did what they wanted to doanyway. I do believe that none of the departments in that LLCinteract with one another in unity as a company. 
Also in XXXX I received a refund back from my homeowners insurance on my house so I know that the people at Carrington are not paying attention. I am watching very carefully whats going on and in order for them to remain reputable they should too heres what happened to me as follows. 
1.message : On Wednesday, XX/XX/XXXX, XXXX XXXX XXXX  wrote : Hello, Thank you for being part of XXXX XXXX and for contacting us. 

We want to assure XXXX XXXX XXXX  your customer is not at fault for depositing a check for {$620.00}. Her mortgage company Carrington Bank paid her home insurance policy XXXX  so we automatically issued a refund check for XXXX  of the payments, which is the check she deposited. Carriginton mortgage then placed a stop payment on XXXX  of the extra payments so we in turn placed a stop payment on the refund check. 


If you have any questions or concerns, please call us at XXXX Monday - Friday, XXXX - XXXX XXXX  for immediate assistance. 

Mortgage companies : Please email your request to XXXX or fax to XXXX 2.Then I also received a letter from Carrington that states : Carrington Mortgage mortgage services, lic NIMLS ID # XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  : Please provide insurance information for : Dear Our records show that your hazard insurance policy expired and we do not have evidence that you have obtained new coverage. Because hazard insurance is required on your property, we plan to buy insurance for your property. Your mortgage loan account will be charged for any period during which the insurance we buy is in effect but you do not have insurance.

You should immediately provide us with your insurance information. Please ask your agent to either fax us a policy declaration page at ( XXXX ) XXXX or by mail to the address shown below. You may also provide the documentation via the internet at XXXX XXXX XXXX by entering your unique identifier provided in the bolded box below. Please ensure that the documentation references your loan number listed above and that the Mortgagee Payee Clause reads : CARRINGTON MORTGAGE SERVICES, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX The insurance we buy.

May be significantly more expensive than the insurance you can buy yourself.

May not provide as much coverage as an insurance policy you buy yourself.

If you have any questions about this letter, please contact us at ( XXXX XXXX, Monday through Friday, XXXX XXXX XXXX XXXX XXXX Central Time. 
Sincerely, Insurance Department XXXX XXXX ( Please see the attached for additional information regarding this request ) XXXX. I received this from the insurance company today : XXXX XXXX XXXX XXXX XXXX XXXX Today XXXX XXXX XXXX XXXX Policy is active and paid in full in good standing Sincerely, XXXX XXXX. 
On XX/XX/XXXX I signed papers to transfer the funds to Carrington mortgage. They received a total of {$17.00}, XXXX My mortgage payment should be {$1800.00} which should start on XXXX XX/XX/XXXX. Now I was told that I had {$1700.00} that I would be able to apply toward this payment when I settled. 
On XX/XX/XXXX Icalled to tell Carrington that they should receive the proceeds soon. Which was over the amount that they said that I needed to pay. At that time I spoke to XXXX and it was XXXX XXXX  in the afternoon.. she advised me to wait a week then call back because it was too soon to see if things had settled. I also asked to speak to XXXX XXXX which was suddenly not available even at his extension. I was also told at that time they had ran another data analysis, but it was run based on information, as if I had taken that loan modification from their company, and not based on the view of the FHA. As of yet he has not responded directly to me, but supposedly has passed messages through other people like XXXX, which I spoke to on XXXX XXXX. she also claims she was a senior person at the mortgage company, but had to keep running back-and-forth to supposedly ask him what to tell me.

I was also told on this day that they took my {$1700.00} and pay my escrow taxes which they should not have done because that money should be there for me and it was not for their use at all. That does not express integrity on their behalf and that money should be there available for me because they have gotten what to do them from the state of New Jersey and they had no right to take that money. I want that money returned to me immediately.. I was also told I need to pay an extra {$120.00} for some thing on collectible. I dont know what thats for an itemized bill for all of these transactions they said we cant do that. We have to send you a data analysis. I do not want to be hoodwinked by this company. I want my mortgage to be at the rate that it supposed to be which they told them which is supplied on the paper from the contracts that I signed from the state between them which should be {$1800.00} every month and I want my {$1700.00} return to me so I can apply it to my mortgage as I was told.. this information will also be reported to the FHA, the New Jersey Banking Comission , and other concerned parties.

I just want this company to be fair, and stop harassing people.

Company response to consumer: Closed with explanation