Consumer complaint received 2017-05-19
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Prior to my loan being sold to Carrington Mortgage, I was involved in a wreck at work. I have been on workers compensation since XX/XX/XXXX. Since Carrington took over my loan in XX/XX/XXXX, I have consistently asked Carrington to defer some of my payments so that I could keep up. I have sent in documentation showing that the workers comp payments are weeks behind and that I have no control over when they get here. Had I been given the opportunity to get caught up, I would not be in the position that I am now. Finally in XX/XX/XXXX, I was sent a request for mortgage assistance packet. I submitted the packet with the required documentation. That was sent to them via fax as they requested. On XX/XX/XXXX, I received a phone call from XXXX my account rep. He stated that I had been missing some documents and that I still had 30 days left to send them in. On XX/XX/XXXX, I received a letter from Carrington that My RMA was received but was missing documents. they needed to be received by XX/XX/XXXX.
On XX/XX/XXXX. I resent the whole RMA again on XX/XX/XXXX I received a Cancelation letter from Carrington. The letter stated that it was cancelled because I was missing documents. I then call carrington and asked why they didnt receive all my documents. The rep stated that the documents were not recievd on their end. I have a fax transmission receipt that all 12 paged were sent on XX/XX/XXXX. After some discussion, I was asked to resend the RMA.
I resent the RMA again on XX/XX/XXXX. On XX/XX/XXXX, I received another letter stating that I was missing documents once again and to send in the missing documents by XX/XX/XXXX. Problem was, there was no list of missing documents on the letter. So how was I supposed to know what to send??? On XX/XX/XXXX. I was finally able to get in touch with my rep. He said I was missing documents and to send them in.
On XX/XX/XXXX, I faxed the requested documents to Carrington.
Problem 1 ) Carrington consistently loses paperwork delaying the process.
Problem 2 ) on all the letters that I have received, it clearly states that Carrington will not proceed with the initiation of foreclosure action once they acknowledge the receipt of the hardship package. That folks is on the letter dated XX/XX/XXXX which states that they have received the hardship package. then on or about XX/XX/XXXX, I received a notice of intent to foreclose letter. Didint they just say that they would not initiate the foreclosure proceeding in the previous letter? I Know how to read, and thats what it said. Carrington will continue to bully the customer rather then help the consumer keep their home. Carrington does not play by the rules! When I received the intent letter, I called my NEW account rep, XXXX. She told me that that letter was system generated and that my application was still under review. Then on XX/XX/XXXX I received a CMS loss mitigation evaluation letter. On that letter the have my income as XXXX a month. This is not a true representation of my income. I also noticed that there was a workout option that I was never told about. Unemployment forebearance plan. It states that I am not eligible because my hardship is not due to unemployment???? I have been asking for this since they took over my loan in XX/XX/XXXX!!! My hardship is directly related to unemployment BECAUSE OF MY INJURIES I CAN NOT RETURN TO THE WORK AS A XXXX XXXX!!!. This letter also states that I am approved for a modification. On XX/XX/XXXX I also received the trial plan agreement. My HUD counselor calls this a " blind Agreement '' as it is a very vague workout. The first issue is that this workout is based on improper calculations of my income. If I have been asking for help with my current payment of XXXX a month, why would you expect me to be able to pay XXXX a month? thats not helping at all. Then on page 2 of the TPP, item # 6, the last line states that I waive my rights to receive any such foreclosure notices??? I didnt waive my rights and Carrington can not assume that I have. This cant be legal by any means. There are certain procedures to follow if a consumer is foreclosed on. Carrington feels that it does not need to follow those procedures. On the loss mitigation letter dated XX/XX/XXXX, it states that I may file an appeal if I feel that I was wrongfully denied for a Loan Modification On XX/XX/XXXX, I sent a 30 page appeal via fax. The basis for my appeal was on 2 things.
1 ) I wanted written documentation as to how Carrington arrived at my income.
2 ) I asked for written documentation explaining the unemployment forbearance and why I was not afforded that as a solution. on XX/XX/XXXX, I received a letter stating that Carrington had received my appeal and that I would receive written notification of their decision within 30 calander days.
As of the filing of this complaint, XX/XX/XXXX, I have not received any answer to my appeal. On XX/XX/XXXX I received anoth loss mitigation evaluation notification, this time the income was correct and I was only " approved '' for home liquidation. Also on XX/XX/XXXX I received a home liquidation letter " conditional approval ''??? Then on XX/XX/XXXX, I received a letter from Carrington that they have received my complete mortgage assistance package. Which one? The one that I sent in XX/XX/XXXX or the one that I resent in XX/XX/XXXX? It is very vague as to which package they are referring to. on XX/XX/XXXX I received a cancellation notification stating that my TTP was canceled because I filed an appeal and that I no longer wished to have your loan modified. I said no such thing. I filed an appeal which is my right to do according to Carringtons letter.
I called Carrington on XX/XX/XXXX, spoke to rep XXXX. We discussed the situation and I asked why I still had not received a written answer to my appeal. He couldnt answer my question so he switched me over to another dept. I spoke with XXXX in that dept and explained my reasons for the appeal. In regards to the unemployment forbearance, XXXX stated that it was not offered because I lived in North Carolina. Really? Then he said that they were still reviewing the appeal. So which is it Carrington? You dont offer these programs because of where I live? or because you are stil reviewing my appeal? XXXX suggested that I call back in a week. on XX/XX/XXXX I received a letter from an attorney that they were trying to collect a debt. It is not signed by anyone and frankly loos like a letter from an attorney trying to drum up business. I called the attorney and they would provide no information at all. They said that I needed to contact Carrington. So I called Carrington that day. I spoke with XXXX, we discussed this letter and she did say that they were attorneys that they used for foreclosure. Well, thats not what the letter says. How can it be a legal notice if its not signed by an attorney???? XXXX from Carrington also stated that there was a tentative date for sale of XX/XX/XXXX. How can there be a date set when there has not been a hearing?? I called Carrington again on XX/XX/XXXX and spoke to XXXX in the modification dept. I again asked for an answer to my appeal. He stated that there was no reason to answer the appeal because I could not afford the home anyway. He also stated that my due process rights according to the Fair lending act and the Equal Credit Opportunity Act didnt matter. He said that I am not afforded the due process that is required by law and is stated on Carringtons procedures on determining a loan modification. In other words, Carrington can answer the appeal or not in his mind.
I have been working with a HUD counselor here in North Carolina since XX/XX/XXXX. He has followed every bit of the experiences that I have had with Carrington. After this last conversation, he suggested that I file a complaint with this organization. Let me further explain my situation. I was receiving enough income after my wreck in XX/XX/XXXX to sustain living in this home. All I asked for was a plan to defer a few payments so that I could stay current. Carrington has not afforded me any request that I have made. My income changed suddenly in mid XX/XX/XXXX, when the Workers Comp insurance company arbitrarily reduced my pay to XXXX a week. We are currently in mediation to have my income set back to an agreeable rate according to t he laws of NC. Once that rate is established in the near future, I am sure that I will be able to maintain my payments. That is if Carrington will work with me. To date, they seem to just want to make up the rules for me as they go along and pressure me into selling my home and put me in the street!
I can not help that the workers comp system in NC is so unfair to the worker. I am between a rock and a hard place because I can not work as the insurance company has not approved any of the treatment for my injuries so that I may return to full time employment.

Company response to consumer: Closed with explanation