Consumer complaint received 2018-12-08
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/2018 my loan was with XXXX  XXXX XXXX and I was in the process of applying for a loan modification and FHA partial Claim. In XX/XX/2018 after everything was submitted to XXXX  XXXX XXXX, I got a letter from a company named Carrington Mortgage stating that they are going to be servicing my loan. I never received anything stating that Carrington Mortgage owns the loan, but only that they will be servicing the loan. They sent me a letter stating my loan modification packet was incomplete. I thought this was strange because I did not send one to them at the time, therefore I assumed that they were referring to the documents I sent XXXX XXXX XXXX when I applied for the loan modification and FHA partial claim. I completed a brand-new loan assistance request package and sent all required documents and a complete package to them by their XX/XX/2018 deadline. I faxed the documents, uploaded it directly to their portal and mailed it to them to ensure that they have everything they asked me for. By XX/XX/XXXX they had closed my loan assistance file and denied my request stating that they did not receive all the documents that they asked for. This was a complete lie and I feel that they had no intentions on following my request for assistance because by XX/XX/2018 they filed documents to foreclose on my home. As an FHA borrower I have a right to be considered for mortgage assistance and to request an FHA partial claim. This company pre-maturely closed my loan assistance request and failed to state exactly what I did not provide which made my request for help to be denied. Nor did I receive any correspondence that would allow me to correct or appeal their decision before they filed for foreclosure. Please see attached statement from Carrington Mortgage stating the following : " Within 5 business days, CMS will review what you have submitted and will let you know if your application is complete or if items are still needed. Once your application is confirmed complete, CMS will review your application and provide you a decision within 30 calendar days. '' This step was never offered or done in my case, Carrington Mortgage closed my file and moved straight to foreclosure without ever telling me what was missing so that I can appeal or provide any missing documentation. When I called them on XX/XX/2018 the representative could not tell me why my request was denied either. All she could say is that they package was not complete with no further clarification. I am requesting that a thorough investigation be done on the practices and the process of my request for mortgage assistance. Also, Carrington Mortgage has added bogus charges to my monthly statement as highlighted on the statements for XXXX, XXXX and XXXX. I received no proof or written explanations of the bogus property registration charges and utilities billed on my property. I am disputing these charges and would like them removed from my statement amount. Further, I request that all foreclosure proceeding be stopped and to allow me ample time to provide any additional information they are requesting that they failed to specify when they denied my request for assistance. I further request that they allow me the opportunity to reinstate my loan as well. 

I believe a fair resolution would be for Carrington Mortgage to first provide that they own my loan, and that they give me ample time to provide any missing documents they need to process my loan assistance request. Further, I want them to stop all foreclosure proceedings until they allow me the ample and fair time to get my loan assistance request processed for an FHA partial claim.

Company response to consumer: Closed with explanation