Consumer complaint received 2020-09-14
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Dear CFPB, Recent communication XX/XX/XXXX : I have been writing letters and making phone calls to resolve this issue. Today, I spoke with XXXX/ Sr Rep. # XXXX and XXXX/Corporate Mgr and still I was unable to get a resolution. XXXX reviewed my issue and call me back on XX/XX/XXXX. Her finding was a payment was applied to the principal in XXXX, therefore causing the account go into past due status. XXXX stated she wasnt sure if the company go back to XXXX make the correction. I replied that Carrington need make the necessary correction to the account. I want the account to be corrected, no late fees, and a letter sent to all credit reporting agencies correcting my credit score. She asks for 2 days, XX/XX/XXXX and she will call back with information regarding my request. I have no received a call as of today XX/XX/XXXX. 
I started writing Carrinton Mortgage Services, LLC in XX/XX/XXXX regarding the change in Escrow assessment increase effective XX/XX/XXXX ; I have been having a problem with Carrington. I want to refine and I am unable to do so because of my credit score changing from XXXX to XXXX. 
I have attached the Dispute package submitted to Carrington and I have not received an acknowledgement letter of receipt nor a  resolution letter. 
XXXX Letter XX/XX/XXXX Dear Mortgage Company, I am writing to inform Carrington Mortgage Services , LLC, I will be assuming the responsibility of paying my home insurance and property taxes in 30 days ; effective XX/XX/XXXX. The reason due to multiple payment change XXXX decrease and/or increase ). I received a letter in XXXX informing me that my payment will decrease. In XXXX, I did not receive a letter. After, I received a call from Carrington, I when online to retrieve the letter and I was unable to do so. My account was assessed twice in a year.

I am asking Carrington to please waive late charges in the amount  of {$95.00}. I have enclosed a check for {$310.00} which includes the increase amount and late fees. Please review my accounting below : Month Paid Amt Monthly Increase Amt. Late Amt Due XXXX {$1900.00} {$55.00} $ XXXX XXXX ) {$55.00} XXXX {$1900.00} {$55.00} $ XXXX XXXX ) {$55.00} XXXX {$1900.00} {$55.00} {$47.00} {$100.00} XXXX {$1900.00} {$55.00} {$47.00} {$100.00} XXXX {$1900.00} Total {$9700.00} {$220.00} {$95.00} {$310.00} XXXX Letter XX/XX/XXXX Dear Mortgage Company, After multiple phone calls without any resolution, I am writing again for assistance with my mortgage account. Each phone call with a different representative it seems that 2 of multiple calls were able to provide additional information to find gain resolution regarding the issue with my account. I have attached a copy of the letter mailed on XX/XX/XXXX, and you would see my accounting. I also attached my bank mortgage payment history. Please review and update my account with the necessary corrections/adjustments. 
Month Paid Amt Monthly Increase Amt. Late Amt Due Delivery  Date/Paid XXXX {$1900.00} {$55.00} ( {$47.00} ) {$55.00} XXXX {$1900.00} {$55.00} ( {$47.00} ) {$55.00} XX/XX/XXXX XXXX {$1900.00} {$55.00} {$47.00} {$100.00} XX/XX/XXXX XXXX {$1900.00} {$55.00} {$47.00} {$100.00} XX/XX/XXXX XXXX {$1900.00} XX/XX/XXXX XXXX {$55.00} XX/XX/XXXX XXXX * {$310.00} XX/XX/XXXX XXXX {$1900.00} XX/XX/XXXX XXXX {$1900.00} XX/XX/XXXX XXXX {$1900.00} XX/XX/XXXX XXXX {$110.00} XX/XX/XXXX Total {$15000.00} {$220.00} {$95.00} {$310.00} 3rd Letter Dated XX/XX/XXXX Dear Mortgage Company, Once again, I am writing another letter disputing charges and the mishandling the posting of my mortgage payment. The first dispute letter dated XX/XX/XXXX, I am yet to receive a response too. I have called and returned calls and still I havent gotten a resolution to the issue I stated in the beginning of this letter. In preparing letters I have reviewed the statements received showing that I am past due. According to my bank every payment has been paid. There are multiple payments made and yet to be applied correctly. I have yet to see payments applied where the will show a past due status. 
Since the sale of my loan to Carrington has had nothing problems. Now my credit score has gone from XXXX to XXXX, because of the mishandling of my payments. I have called and received calls and yet no one seems to have the ability or experience to resolve the issue. I didnt have any problems with XXXX. 
After reviewing Carrington posting history my payment seems to be all over the place. As I following the fund received there are funds in the suspense column with each payments posted. I would a written explanation. I have also included my bank account printout of payments issued and the date processed ; and all letters and confirmations submitted to reconcile the account. 
I will be sending a copy all letters to file a formal complaint to all regulatory agencies ; who will investigate Carrington Mortgage Services , LLC and your practices. 


Thank you, XXXX XXXX

Company response to consumer: Closed with explanation