Consumer complaint received 2019-10-25
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In regards to Carrington Mortgage Services 's conduct : On XX/XX/XXXX I spent the better part of two hours resolving a payment processing issue which was the result of a problem in Carrignton 's automatic payment system. I have always been on automatic payments, for the lifetime of my loan, and have never missed a payment ; yet, Carrington saw fit to not only fail to draft the payment timely, as authorized and indicated on their website 's automatic payment processing system, but also saw fit to fine me for not completing the transaction. 

I immediately called customer service when I was made aware of the issue. The first supervisor, XXXX, told me he would remove the fee charges and process the payment ; he then promptly hung up the phone on me. This was deliberate and shocking considering he was a senior account supervisor. 

The second time I called the payment was again to be processed absent any fees ; however, the agent on the phone attempted to coerce me into agreeing for my bank information to be stored in an automated system, which I am opposed. Considering I am already enrolled in automatic payments through Carrington, I should not have to sign up for another system ; still, Carrington made it a condition of taking the payment. 

At that point I resigned myself to pay the bill online regardless of fees. I was already logged into the site. I attempted to process a payment, and the site prompted me with an " Automatic Payments '' warning. I was then kicked off the site, which ceased to work at that point. 

I called Carrington for the 3rd time. I was passed to my second " supervisor '' of the evening, XXXX. XXXX informed me she would handle the payments. At first she insisted on a phone fee, then on storing my information in an online pay system, and then finally took off all fees and claimed my information would not be stored. I logged in the next day to see XXXX processed a series of payments, none of which were authorized by me, and added fees which she had specifically assured me would not be added. 

Carrington processed ( 3 ) payments instead of one, despite only having authorization for one, resulting in hundreds of dollars in interest being paid that was not owed, and a late fee was taken out despite numerous assurances by XXXX, and other Carrington staff, that no fees would be assessed ; furthermore, these payments were processed for the months of XXXX and XXXX despite explicit instructions that I was making a single payment for the month of XXXX. Keep in mind, Carrington records their calls, so they are totally aware of the deceptive lending practices in which their staff is engaging. ( 3 ) calls were on XX/XX/XXXX, and ( 1 ) was made on XXXX ; I gave them ( 3 ) weeks to handle their " rush resolution, '' and no action has been taken. I regret giving them even ( 1 ) week, as they clearly had no intention of honoring their word. 

I have been deliberately mistreated, lied to, and mishandled by Carrington. I am a good customer, and I have always paid my mortgage timely ; nonpayment has never been an issue on my account since its inception. Even if it had been an issue, it would in no way excuse deceptive collections practices by Carrington 's staff. Lastly, I find Carrington 's behavior in the whole matter to be reprehensible, and I am extremely dissatisfied. 

I sent this information to Carrington on XX/XX/XXXX. Carrington never responded. I called them again the following week as no corrections were made on my account. Another Senior Supervisor, XXXX, informed me he would put a rush on the corrections, and they would be resolved " soon. '' It has now been a month since Carrignton fraudulently stole money out of my bank account. Additionally, my desire was to pay the loan off this month BECAUSE of this fiasco, and I am now unable to do that because they have refused to correct the issue created by their deceptions. 

I have pushed for an amicable resolution to this from the first, and Carrington has refused to cooperate at every turn ; additionally, each time I call them they dance me around on the phone for hours, and ultimately refuse to help solve the issue. I have been hung up on, repeatedly lied to, and categorically mistreated through no fault of my own. Furthermore, I believe Carrington has deliberately delayed correcting their errors in order to charge me additional interests for the each month my loan is open past XXXX. 

Carrington Mortgage 's fraudulent, deceptive, and outright damaging behavior is completely reprehensible, and I am shocked to see any lender deliberately engaging in such conduct.

Company response to consumer: Closed with explanation