Consumer complaint received 2018-10-05
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: OH
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Good afternoon. This information is in rega

rds to Carrington Mortgages Services LLC. This has caused significant issues to my current Credit Score because they stated as long as I worked on a modification and provided needed information, my credit score would not be negatively affected. It definitely has been negatively impacted. First, I filed Chapter
XXXX in XX/XX/XXXX and this was a 5 year payment plan thus my Chapter XXXX ended in XX/XX/XXXX. I had a very expensive Divorce. During this time frame, Carrington was sold my Mortgage. This Mortgage is also for a rental property I currently own on XXXX XXXX XXXX XXXX in XXXX, OH XXXX. This Mortgage was under my Chapter XXXX. If I would of known what was going to happen, I would of paid it directly as I did my current Mortgage for a property I currently live in at XXXX XXXX XXXX located in the same city and state.

Before XX/XX/XXXX, I started contacting Carrington Mortgage and also my Chapter XXXX trustee to make sure all was handled correctly. Meanwhile, Carrington stated I could not pay them directly or get statements until the trustee confirmed that I could. This went on into XXXX. So finally, I asked Carrington to get me a copy of my mortgage statement and to let me know what was due. They then stated I had to fax them a letter stating I wanted all information to come to me moving forward even though my name is on the loan. By the time I was able to receive a Mortgage Statement, they had already filed a Foreclosure with lawyers on my home. Again, example of not giving me due notice or time to even respond legally. I called the lawyer and they admitted this was a mistake but first sign of very bad communication. Meanwhile, I had called numerous times working with them on getting my statement to find out what I owed in XX/XX/XXXX through XX/XX/XXXX. Then they brought up that I could modify the loan and put all I owed back into the load without negatively affecting my credit. Multiple people of Carrington relayed this. So, I consistently had communication issues with them as I moved with purpose to get all information they wanted. I thought this was a great move so I could use this cash to update both of my properties that had been put on hold due to my very large Chapter XXXX   payments I made every month.

So I am being told that me working on my modification will not affect my credit. Point was to put all I owed back into load which was {$9800.00} at the time due to Chapter XXXX Trustee delays. I had to get their Escalation Department involved since their communication was so poor in relaying what they wanted. This took a few months between XXXX and XXXX. Also, realize they received every modification update I submitted via their on-line portal. By XX/XX/XXXX I received notification about modifying my load as an option. I called Carrington and by XX/XX/XXXX I had submitted my modification paperwork an have letters on that. Then the lack of communication started where they are stating they need documents I had already submitted. This went on until I got the Escalation Department involved. Major delays because they could not communicate that I needed to sign my taxes that were prepared by a professional accountant. They also asked for information not on the long list of documents they needed over time. Thus it was not until XX/XX/XXXX that I got the final paperwork. Then a mistake was made on it and final modification paperwork was not signed by me until XX/XX/XXXX. They then sent me an update in the next 2 days then I sent back next day. Meanwhile, I had discovered they had me late 90 days late on my mortgage payment based on the letter I wrote on XX/XX/XXXX. I am like what is going on here! My credit report now states I was over 90 days late for 4 payments. Not true and not what we agreed too.

I am then told to get a hold of their Research Department that handles credit disputes. I said it was very simple, I had been told the whole time my payments were on hold because they had proof I was filing a modification. I filed three letters ( XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX) that I had to fax. I found out they negatively affected my credit by XX/XX/XXXX and had me down for 90 days late. The first statement I was ever able to receive was dated XX/XX/XXXX and I did not receive that until about mid-XXXX. I could not even make payments or get a statement to make a payment until I received their statement to make arrangement for payments so how could I be 90 days late by XXXX? No one from this Research department will speak to me and all they have done is send me form letters with no support on why they currently now have my mortgage 4 months late on my credit report. I now can not get a equity line of credit to do needed updates on both of my homes. My loan is current and continues to be paid on time every month as of XX/XX/XXXX when the first payment was due based on the modification.

Thus I am contacting you because a financial advisor of XXXX XXXX   recommended I do so. I filed a third letter with Carrington Mortgage with their Research Department. They sent me an update that they were looking into this once again and they should have a response to me by XX/XX/XXXX. I also specifically stated what dates I called and for them to also review these recordings since I was told this modification process would not negatively affect my credit many times by their company or I would of made a payment accordingly. This was my clear understanding. They even had record I had over {$14000.00} in cash in my checking account. Why would I ruin my credit after coming out of Chapter XXXX? That makes no sense. Also, how can I be 90 days late when I could not even received a statement until XXXX because of waiting on the Chapter XXXX  Trustee?

I do not think Carrington is has handled this situation legally or has done what they communicated they would do and has also not used common sense. With that said, I am very adamant on what I was told. They need to fix what is communicated. They also never gave me notice they would adversely affect my credit but did. In the end, I would like my credit fixed to no payments late. That is my goal and what is fair and with just.

Thank you much for your time and energy.

Company response to consumer: Closed with explanation