Consumer complaint received 2019-09-09
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TN
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
In XXXX, I purchased my home under deceptive practices by the lender via a predatory loan. This home was valued at {$130000.00} in XXXX. Using their deceptive practices, they financed the home at an APR of 9.016 % on the first loan amount of {$110000.00} and the second loan amount of {$28000.00} at an APR of 8.842 % unbeknownst to the borrowers. At the maturity of both loans, we would have paid a total of {$410000.00} on a house worth only {$130000.00}. The lenders preyed upon our lack of knowledge and desire to own a home. Our credit scores with all the bureaus were under 600 ranging as low as XXXX. It was never stated to us the devastating financial impact this predatory loan would have on us long term as a middle class family. In XXXX, this house is only worth {$130000.00}. After being in this home for 19 years, I owe more for this home now than I did when I first began. This is because of XXXX XXXX XXXX XXXX XXXX ( trustee ) and Carrington Mortgage Services ( servicer ) as stated in their letter to me dated XX/XX/XXXX. Somehow and somewhere this loan was sold/transferred to XXXX XXXX  XXXX/Carrington Mortgage Services and thus began a plethora of problems. Their customer service has been less than deplorable causing me emotional and physical stress to the point that I'm having XXXX  everyday in having to deal with them or just the thought of dealing with them. Over a few years, I had several hardships to occur like divorce, loss of income, sick/elderly parents, major housing repairs, and etc. that caused me to be late on my payments. I submitted multiple mortgage assistance applications and was denied. I was forced to add my elderly sick parents to an application and was accused of fraud in submitting supporting documentation for them in which I never submitted. This has been a long and exhausting process of XXXX XXXX XXXX and Carrington Mortgage Services ( CMS ) to take my home to maximize their profit. Since I file the first complaint against Carrington Mortgage Services, I was told by XXXX with CMS on XX/XX/XXXX to send in an appeal to their Customer Research department in which I did on XX/XX/XXXX. Initially when talking to XXXX, I called to check on the status of the mortgage assistance application I emailed on the XXXX. XXXX stated that their home retention department informed me previously that their is fraud on the account and I could not submit any documents and to fax the appeal letter to XXXX. I told XXXX I was told this before and waited the 30 days as home retention stated and at the end of the 30 days, I was told there was no research department to review an appeal. Also, I asked her was she aware that CMS sent me a letter on XX/XX/XXXX telling me to submit another mortgage assistance application. She said no but to send the appeal letter to the research department. Nevertheless, I complied. On XX/XX/XXXX, I spoke to XXXX who stated they received the appeal letter on XX/XX/XXXX and it was under review and that the sale date has been removed while the appeal is under review. I was told to call back weekly to check the status of it. I spoke to XXXX on XX/XX/XXXX, and was told the appeal was still under review and to call back after the XXXX XXXX holiday. On XX/XX/XXXX, I spoke to XXXX and XXXX ( supervisor ) and was told the appeal was denied and the findings were the same that the SSI letter was altered and I could do nothing but reinstate the loan. I called CMS Customer Advocacy and spoke to XXXX XXXX. She said they will have a decision on XX/XX/XXXX regarding my complaint but they could do nothing to stop the foreclosure and the only option was to reinstate the loan. On XX/XX/XXXX at XXXX XXXX, I received a call from Mr. XXXX with CMS asking my intentions for the home. I informed him I wanted to keep the home and he stated to submit a new mortgage assistance application without my parents on it and I would not be denied by home retention to review the application due to fraud. I submitted yet another mortgage assistance application on that same day of XX/XX/XXXX. I called back this morning XX/XX/XXXX and spoke to XXXX. She stated that the mortgage assistance application was sent to home retention and is under review. She said that by Wednesday home retention will let me know if they need any additional documents or will provide me with a decision. At XXXX XXXX, I received a call from XXXX with home retention. I was at work and he stated he would call me back in a few minutes. I left work and called back and spoke to XXXX at around XXXX XXXX. XXXX stated that XXXX was mistaken and he had no idea who Mr. XXXX was as there were no notes about that call. XXXX stated that the advocacy group is reviewing my complaint and will have a decision by XX/XX/XXXX and that no mortgage assistance applications will be accepted or reviewed until that the decision is made and to call back in ten days. CMS has been giving me the run around for months now with different information from different representatives and it is always an excuse for their numerous errors. XXXX XXXX XXXX, CMS, and their law firm XXXX, XXXX, and XXXX, XXXX are working together to underhandedly proceed with foreclosure. They have backdated letters to show that they had sent notice to me but in actuality the date stamped on the envelope show a couple of days later and they have provided inaccurate information regarding my personal identifying information. Their goal is to take this home at all cost as they have requested an extension to buy time to gather documents as they know the foreclosure date is XX/XX/XXXX and will not have a decision till XX/XX/XXXX which is just two days before foreclosure.

Company response to consumer: Closed with explanation