Consumer complaint received 2019-08-19
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/XXXX, I received a letter from the law offices of XXXX XXXX XXXX XXXX XXXX which is the law firm representing Carrington Mortgage Services (CMS).  The letter is dated XX/XX/XXXX and the date stamped on the envelope is XX/XX/XXXX.  This letter has an address of XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, GA XXXX.  This letter states that a breach was made on the loan number XXXX and their law firm was employed to take action against myself and the property if necessary.  It states that I have 30 days to dispute the validity of this debt, or any portion thereof, or the debt will be assumed to be valid.  Also, it states the amount of debt is $XXXX and is accelerated and the entire amount of the outstanding balance of principal and interest is declared immediately due and payable.  On XX/XX/XXXX, I received a letter dated XX/XX/XXXX from CMS with loss mitigation options and began gathering my documents to submit yet another mortgage assistance application.  On XX/XX/XXXX, I received a second letter from the same law firm above stating that a notice of sale was submitted to XXXX XXXX in which a sale of my home will be conducted on XX/XX/XXXX at XXXX XXXX at XXXX County Courthouse.  I submitted my latest mortgage assistance application on XX/XX/XXXX via email.  Previously, I began submitting request for mortgage assistance applications all the way back in XX/XX/XXXX to present.  CMS would either say the application was incomplete and would close it out, that I did not qualify, or some other bogus reason to take my home.  When CMS finally said that my application was complete and they would send it to their home retention department, they then claimed the documents were fraud as I was forced to put my elderly sick parents on the application.  They told me to appeal if this was not true.  I appealed and was told to wait 30 days for their research department to review.  I called regularly to obtain status and was told various conflicting information.  Finally when the 30 days were up, I called again and was told that there was no such thing as a research department even when I gave them the name and ID number for the representative that stated she was handling the appeal.  I have received ill advice and contradictory statements from different employees within the same departments.  I exhausted all options that I could possibly think of to rectify the situation with no avail which led me to believe that they were just determined to take this home from me regardless of my efforts.  I have countless documentation for over a year now with the various conflicting information I received from different representatives at CMS.  I purchased this predatory loan back in XX/XX/XXXX in which the sale price was $XXXX.  It has been over 14 years now and I owe just as much now as when I first bought this home.  It is very difficult to talk to CMS.  Most of the representatives I have encountered have been very aggressive and forceful with their words.  I become mentally and physically sick when having to deal with them.  I would like nothing more than to rectify this situation.  So, I can keep my home but please note that the information the law firm and CMS has as original borrower and owner of record is inaccurate.  The personal identifying information provided is not mine.  If you need any additional documents, please let me know as I have documents dated back to XX/XX/XXXX when I first began this process and I also have documented phone calls received and made to and from CMS.  Please advise as what I should do as time is running out.  Thanks.

Company response to consumer: Closed with explanation