Consumer complaint received 2021-10-25
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Carrington Mortgage is the loan servicer for XXXX XXXX XXXX XXXX XXXX whom acquired a veteran 's loan which had automatic bank withdrawal in place. At the transition, Carrington sent a letter indicated this will be a smooth transition, etc. I informed them I wanted to continue as before, auto draft from my bank. I received paperwork to complete and supplied a Voided check. On the form itself was the typical XXXX and questions-would you like the draft to be on the XXXX, XXXX or XXXX ( something of this nature, not exact ) and I made my selection. 

There was another question-What day of the week do you want the draft done-M, Tu, W, Th, Fri, Sa or Su. This struck me as odd. I do contracts for a living so always read everything. Was this a trick question? Could this not contradict the above question of the approximately preferred range of the XXXX to the XXXX? Because of this I chose to leave this unchecked. I had no preference what day of the week. Signed the paperwork and sent it to Carrington. 

Several weeks later, I received the paperwork and my Voided check returned by Carrington indicating auto pay has not initiated due to incomplete forms. I called right away, was informed my payment is overdue, there is a late fee as well as a property visitation, since they did not get the payment on time, a represented was sent to the home to confirm it was still occupied. 

They needed to paperwork again, so I was sent a new blank copy by post. This time around, the fine print by the same trick question of which day of the week, " this must be filled out, or autopay can not initiate. '' or something of that nature. 

I disputed the late fee, excess trip charge and requested them to remove any negative reporting if any that they placed on my credit report by their office. Their approach of the odd question, the act of returning the paperwork to me delayed any proper timing of my auto pay. I had never been late with this mortgage prior to their intrusion inserted into my financial life. That I was charge a trip charge fine to have an inspector go to my home to confirm if it was still occupied after they returned my bank info is in bad faith. Self created and heavy handed, didn't they get my phone number from the previous number and if not, why not? They could have simply picked up the phone to call me on either issues-what day of the week I wanted auto draft and if I could provide proof of occupancy. Their mishandling of the transition is appalling. I did not invite them to take over my loan and intrude into my seamless financial routine. 

Carrington replied to my written request to remove their charges from my mortgage account that they will research my issue however, the charges on still on my statements. Due to the paperwork 's nonsensical question, as any consumer answers could very well contradict each other along with the fact that Carrington Mortgage decided after the first mishap to clarify the nonsensical question with the added notification that the day of the week must be checked after my mortgage auto pay was already interrupted is their short coming of timely non disclosure while attempting to take consumer money unauthorized. 

I'm requesting CFPB assistance to investigate and halt Carrington and/or XXXX XXXX XXXX unusual practice of the " trick question '' of which they attempted to remedy with their additional side remark added into the newer forms, however too late for my transition. And to look at the bad faith methods of increasing their bottom line at consumer expense, to remove the excessive two charges they tacked on my account plus correct any negative reporting by them to my credit agency reports.

Company response to consumer: Closed with explanation