Consumer complaint received 2019-05-19
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
When my mother died 10 years ago i took over her mortgage and was making payments to XXXX for about 6 years we had no problems i could ask them anything about the loan and they would talk to me about it, then they sold the note to a company called XXXX the payments went up and the company refused to talk to me because my name wasn't on the loan i told them that i was the deed holder they wanted copies of my moms death certificate copy of the deed the sign off letter from my siblings, sent them all that they had me send it again saying they never got anything but yet i had conformation letters. then i called one last time and someone talked to me but would not give me any information saying my name isn't on the loan. The next thing ya know i get a letter in the mail that they wanted proof of insurance sent them that they said that my moms name had to be put on the policy written as in the interest of : so i did that still had to wait 30 days till the legal department went over everything. then another letter comes saying that Carrington bought the mortgage tried contacting them to talk about the mortgage i was told to submit everything again ( which i did 3 times ) got the conformation letters but they kept saying they never got anything. then in XXXX of XXXX i got a letter from Carrington saying they wanted a copy of my drivers licensee and birth certificate. I called them asked if it could be my baptismal certificate i was told that was ok so i faxed that to them i called to let them know and they said they didn't get it so i faxed it again ( i had conformation letters as well ) was told that i had to give the legal team 30 days to process this again i want to discuss the payments because the amount went up from XXXX to XXXX. I have started the process to refinance the loan and they will not give me a payoff. When XXXX did a title search of the property the title came up clean twice yet i've been paying for ten years on this loan. Here are the 1098 's that are a little shady to me : In XXXX this 1098 came from XXXX that the balance of the loan in outstanding mortgage principal was XXXX and the interest received was XXXX also in XXXX XXXX sent out a 1098 form stating XXXX was mortgage interest received from payer and nothing shows in the outstanding mortgage box. 
In XXXX XXXX sent me the 1098 form in the mortgage interest received box shows XXXX and the outstanding mortgage principal box shows XXXX. Under the principal reconciliation box it shows XXXX beginning balance XXXX Principal applied XXXX ending balance this loan has gone up instead of going down. 
Then also in XXXX i get another 1098 form from Carrington showing that Mortgage received XXXX in interest then down in the outstanding mortgage principal box it shows all XXXX XXXX XXXX My mom took out this mortgage in XXXX according to these 1098 forms and it apears that the principal has gone up instead of going down as the loan has changed hands from company to company.My question is is there anything you can do to help me solve this probelem.

Company response to consumer: Closed with explanation