Consumer complaint received 2018-12-26
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Please read the email I sent the mortgage advocates on XX/XX/XXXX below. They have not responded. 

Hello, I have had an issue with Carrington Mortgage falsely reporting late payments to my Mortgage Account. I initially bought my home in XX/XX/XXXX, funded through XXXX  XXXX XXXX. Carrington Mortgage Services bought out the loan in XX/XX/XXXX. We were assured our loan would not be sold so we could have a local business to walk into to settle any issues with our Mortgage. 

Our Loan Details - Signed in person with XXXX XXXX XXXX : Fixed Rate - 3.75 % - 30 YEAR LOAN beginning XX/XX/XXXX. 
Loan Amount : {$240000.00} P & I - {$110000.00} Hazard Insurance - {$88.00} Flood Insurance : {$160.00} Total Monthly Payment : {$1600.00} Carrington lowered the Escrow Payment for a couple months so our overall monthly payment was XXXX, Then in XX/XX/XXXX, they readjusted it to {$1800.00}. Please review the attached documents. The mortgage payment breakdown shows the extra payments made, and the corresponding months the payments were made for. If you view the screen shots, you will see the discrepancies in the web page between my monthly statements and account payment history. We have never been late. We have made extra payments. 

I had noticed a couple of months ago that Carrington reported a late payment and an INCREASE in my principal balance from {$230.00},??? to {$230.00},??? to the credit agencies ( XXXX, etc. ). I have never been late on a payment. The error was corrected, however a late fee is still showing up on my statement. It was also reported to the credit agencies and causing a significant reduction in my credit score when I am trying to refinance my house through a more reputable VA loan. How is it possible for my principal balance to INCREASE, Especially when extra payments were made to principal throughout the year??? I attempted to contact a representative to sort through this. The person on the line did not speak fluent English and was located in a foreign country. I asked to be transferred to an English speaking American. She requested I provide my social security number over the phone before she could transfer me. I told her for security purposes, I would not provide my social but I would provide my account number. She said she already had that. I told her I would provide my social to the American I was transferred to. She refused to transfer me. A day or two later, Carrington showed up on my caller ID. I answered the phone as I needed to resolve this matter and the person on the other end hung up on me. I am so irritated with this company. I read reviews on the XXXX XXXX XXXX. Many others have had many of the same issues as I have over the past couple of months. If this issue is NOT resolved within the next 24 hours, I will be reporting Carrington 's fraud and scams to a variety of agencies including but not limited to the Treasury Department Bureau, Consumer Financial Protection Bureau, Federal Reserve, and the Federal Deposit Insurance Corporation. 

I have requested statements from the XXXX XXXX XXXX. I expect to receive those in the next few days. I also have bank records back to XX/XX/XXXX and I have requested copies of the bank records from XX/XX/XXXX through XX/XX/XXXX to verify the automatic withdraw of mortgage payments through my credit union and banks. 

Immediate Action Requested ( Within the next 24 hours ) : 1 ) Remove the increased balance AND late status from my credit report. 
2 ) Correct my statements and Loan Payoff request information to accurately reflect the payments I made ( early and extra ).

3 ) Credit my account and send an apology letter for the XXXX and XXXX you have caused me, and for the delay in my refinance progress.

Company response to consumer: Closed with explanation