Consumer complaint received 2017-07-31
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
From: XXXX XXXX Sent: Saturday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX Subject: Re: Sent to Investor Relations ------Fw: Attorney General complaint XXXX a few months ago - continuation of COMPLAINT- I paid on XX/XX/XXXX Wed. and it hasn't posted (XX/XX/XXXX) to XXXX account???????????????---Re: Loan XXXX  From: XXXX XXXX Sent: Saturday, XX/XX/XXXX XXXX XXXX To: XXXX XXXX Subject: Sent to Investor Relations ------Fw: Attorney General complaint XXXX  a few months ago - continuation of COMPLAINT- I paid on XX/XX/XXXX Wed. and it hasn't posted (XX/XX/XXXX) to XXXX account???????????????---Re: Loan XXXX I believe I sent in Reaffirmation of Loan when you took over from another company - but, it was never followed through by Carrington Mortgage. I asked XXXX how to do this - she said just write "I reaffirm my loan" on a piece of paper and fax it to you - she got this from the Bankruptcy Department (see string of e-mails below) - when I talked to XXXX I was returning call from Carrington - but, it must not have been noted. They are still calling and leaving messages - it's Saturday XX/XX/XXXX and I can't return call until Monday. My main concern is that the payment I made on Wednesday XX/XX/XXXX has not posted to my account and there was "other" regarding Escrow in the tally - when I went to pay my loan - XXXX said don't worry about it - it would go to $XXXX in XX/XX/XXXX. HELP!!!!! What is going on at Carrington??????? XXXX XXXX XXXX XXXX XXXX XXXX - Loan number below in string of e-mails. I want my payment to post before XX/XX/XXXX since I made it on XX/XX/XXXX. You payment system is archaeic. From: XXXX XXXX Sent: Saturday, XX/XX/XXXX XXXX XXXX To: XXXX XXXX Subject: Fw: Attorney General complaint XXXX a few months ago - continuation of COMPLAINT- I paid on XX/XX/XXXX Wed. and it hasn't posted (XX/XX/XXXX) to XXXX   account???????????????---Re: Loan XXXX From: XXXX XXXX   Sent: Saturday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX; XXXX Subject: Attorney General complaint XXXX   a few months ago - continuation of COMPLAINT- I paid on XX/XX/XXXX Wed. and it hasn't posted (XX/XX/XXXX) to XXXX   account???????????????---Re: Loan XXXX Attorney General complaint a few months ago - same scenario of a few months ago Attorney General complaint XXXX- I paid on XX/XX/XXXX Wed. and it hasn't posted to XXXX account???????????????---Re: Loan XXXX ALSO - the following re: Escrow - XXXX at your company told me not to pay the $XXXX (see string of e-mails) XXXX XXXX XXXX XXXX From: XXXX XXXX   Sent: Thursday, XX/XX/XXXX XXXX XXXX To: XXXX XXXX Subject: Spoke to XXXX - XXXX XXXX - XX/XX/XXXX - Escrow is not $XXXX after making payment ---Fw: Loan XXXX - has $XXXX (Escrow Balance) amount that it appears I need to pay (see below) Check to see if payment cleared tomorrow!!! XXXX  said - all is well - Escrow will be balanced at the end of XX/XX/XXXX - I would only owe $XXXX - she said it goes up and down all the time. They will be running a report in XX/XX/XXXX. I did ask her about reaffirming my loan - and she said there wasn't a form - I would just need to fax in signed and dated Request to Reaffirm my loan to XXXX8. From: XXXX XXXX   Sent: Tuesday, XX/XX/XXXX 1XXXX XXXX To: XXXX; XXXX   Cc: XXXX XXXX Subject: Loan XXXX  - has $XXXX (Escrow Balance) amount that it appears I need to pay (see below) I just need to know how I should pay this????? Do I pay with "Other" when I pay my House payment this month? Or, do I mail you a check? and where do I mail the check? Thank you, XXXX XXXX From: XXXX XXXX Sent: Thursday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX   Subject: I made my payment for XX/XX/XXXX - yesterday - now it shows I owe $XXXX Escrow Balance - do you want me to mail this $ to you? XXXX XXXX ------Re: Loan XXXX - has $XXXX   (Escrow Balance) amount that it appears I need to pay (see below) Loan Information Loan Number: XXXX  Loan Type: First Mortgage Property Address: XXXX XXXX XXXX XXXX, NC XXXX Mailing Address: XXXX XXXX XXXX XXXX, NC XXXX  Original Loan Amount: $XXXX *Unpaid Principal Balance: $XXXX Escrow Balance: -$XXXX Loan Origination Date: XX/XX/XXXX First Payment Date: XX/XX/XXXX Loan Maturity Date: XX/XX/XXXX Current Interest Rate: 5.5 % *Unpaid Principal Balance is not the payoff amount. From: XXXX XXXX Sent: Saturday, XX/XX/XXXX XXXX XXXX To: XXXX XXXX Subject: Fw: Attorney General complaint XXXX   a few months ago - continuation of COMPLAINT- I paid on XX/XX/XXXX Wed. and it hasn't posted (XX/XX/XXXX) to XXXX   account???????????????---Re: Loan XXXX  From: XXXX XXXX   Sent: Saturday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX; XXXX Subject: Attorney General complaint XXXX   a few months ago - continuation of COMPLAINT- I paid on XX/XX/XXXX Wed. and it hasn't posted (XX/XX/XXXX) to XXXX   account???????????????---Re: Loan XXXX Attorney General complaint a few months ago - same scenario of a few months ago Attorney General complaint XXXX- I paid on XX/XX/XXXX Wed. and it hasn't posted to XXXX account???????????????---Re: Loan XXXX  ALSO - the following re: Escrow - XXXX  at your company told me not to pay the $XXXX (see string of e-mails) XXXX XXXX XXXX XXXX From: XXXX XXXX   Sent: Thursday, XX/XX/XXXX XXXX XXXX To: XXXX XXXX Subject: Spoke to XXXX  - XXXX XXXX - XX/XX/XXXX - Escrow is not $XXXX after making payment ---Fw: Loan XXXX  - has $XXXX (Escrow Balance) amount that it appears I need to pay (see below) Check to see if payment cleared tomorrow!!! XXXX said - all is well - Escrow will be balanced at the end of XX/XX/XXXX - I would only owe $XXXX - she said it goes up and down all the time. They will be running a report in XX/XX/XXXX. I did ask her about reaffirming my loan - and she said there wasn't a form - I would just need to fax in signed and dated Request to Reaffirm my loan to XXXX. From: XXXX XXXX   Sent: Tuesday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX   Cc: XXXX XXXX Subject: Loan XXXX - has $XXXX (Escrow Balance) amount that it appears I need to pay (see below) I just need to know how I should pay this????? Do I pay with "Other" when I pay my House payment this month? Or, do I mail you a check? and where do I mail the check? Thank you, XXXX XXXX From: XXXX XXXX Sent: Thursday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX   Subject: I made my payment for XX/XX/XXXX - yesterday - now it shows I owe $XXXX Escrow Balance - do you want me to mail this $ to you? XXXX XXXX ------Re: Loan XXXX - has $XXXX   (Escrow Balance) amount that it appears I need to pay (see below) Loan Information Loan Number: XXXX Loan Type: First Mortgage Property Address: XXXX XXXX XXXX XXXX, NC XXXX Mailing Address: XXXX XXXX XXXX XXXX, NC XXXX Original Loan Amount: $XXXX *Unpaid Principal Balance: $XXXX Escrow Balance: -$XXXX Loan Origination Date: XX/XX/XXXX First Payment Date: XX/XX/XXXX Loan Maturity Date: XX/XX/XXXX Current Interest Rate: 5.5 % *Unpaid Principal Balance is not the payoff amount. From: XXXX XXXX Sent: Tuesday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX Cc: XXXX XXXX Subject: Loan XXXX - has $XXXX (Escrow Balance) amount that it appears I need to pay (see below) I just need to know how I should pay this????? Do I pay with "Other" when I pay my House payment this month? Or, do I mail you a check? and where do I mail the check? Thank you, XXXX XXXX XXXX Payment information Loan Number: XXXX Next Payment Due: XX/XX/XXXX Total Due: $XXXX Previous Payment Received: XX/XX/XXXX Loan Information Loan Number: XXXX  Loan Type: First Mortgage Property Address: XXXX XXXX XXXX XXXX, NC XXXX   Mailing Address: XXXX XXXX XXXX XXXX, NC XXXX Original Loan Amount: $XXXX *Unpaid Principal Balance: $XXXX   Escrow Balance: -$XXXX Loan Origination Date: XX/XX/XXXX First Payment Date: XX/XX/XXXX Loan Maturity Date: XX/XX/XXXX Current Interest Rate: 5.5 % From: XXXX XXXX Sent: Monday, XX/XX/XXXX XXXX XXXX To: XXXX Subject: To: XXXX XXXX XXXX - File No. XXXX - Carrington - I consider this closed - but, want the following information added to the record. XXXX XXXX Spoke to XXXX XXXX   at Carrington on XX/XX/XXXX - what we talked about is in the e-mail below - I typed this up right after our conversation. To: XXXX XXXX XXXX - File No. XXXX  - Carrington - I consider this closed - but, want the following information added to the record. XXXX XXXX XXXX   XXXX From: XXXX XXXX Sent: Monday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX; XXXX Subject: Just heard from XXXX XXXX ----Re: NC Attorney General - Re: Tomorrow is XX/XX/XXXX - I made my house payment on XX/XX/XXXX - so far, it has not been taken out of my account?? She said there were system problems - which I noticed this past month - on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. She re-input my payment information - and gave me the confirmation number of XXXX. I did ask - "would this affect other customers - who may be getting "close" to getting a late fee?" This could affect their payment history with Credit Unions also. She is checking into this. So as of XX/XX/XXXX - Carrington System Issues - Carrington registered my payment in their system - but, money did not come out of my Checking account. I had to call Carrington after keeping a check on my Checking account and seeing that the monies were not taken out of my account????? I should have been NOTIFIED by Carrington at least by XX/XX/XXXX THAT MONIES WERE NOT RECEIVED FROM MY CHECKING ACCOUNT. XXXX  payment - (see Customer Service Problems below) Paid - XX/XX/XXXX7 - $XXXX - Confirmation # XXXX via XXXX XXXX - Supervisor. She did say I should not have been put on "hold" by XXXX  to check my checking account payment information. Thank you, XXXX XXXX From: XXXX XXXX Sent: Monday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX; XXXX Subject: Re: NC Attorney General - Re: Tomorrow is XX/XX/XXXX - I made my house payment on XX/XX/XXXX - so far, it has not been taken out of my account?? NO INDICATION REGARDING WHY PAYMENT HAS NOT BEEN TAKEN FROM MY CHECKING ACCT. Payment information Loan Number: XXXX Next Payment Due: XX/XX/XXXX Total Due: $XXXX   Previous Payment Received: XX/XX/XXXX Loan Information Loan Number: XXXX Loan Type: First Mortgage Property Address: XXXX XXXX XXXX XXXX, NC XXXX Mailing Address: XXXX XXXX XXXX XXXX, NC XXXX Original Loan Amount: $XXXX *Unpaid Principal Balance: $XXXX Loan Origination Date: XX/XX/XXXX First Payment Date: XX/XX/XXXX Loan Maturity Date: XX/XX/XXXX Current Interest Rate: 5.5 % From: XXXX XXXX Sent: Monday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX Cc: XXXX; XXXX   Subject: CC: NC Attorney General - Re: Tomorrow is XX/XX/XXXX - I made my house payment on XX/XX/XXXX - so far, it has not been taken out of my account?? XXXXInformation sent to NC Attorney General re: my Loan XXXX  - payment has not cleared my Checking account - tomorrow is the end of the month***********PROBLEMS WITH CARRINGTON -- DO YOU THINK EITHER OF THE INDIVIDUALS I SPOKE TO BELOW HAVE CALLED ME TO LET ME KNOW THAT ANY INFORMATION WAS INPUT INCORRECTLY?????? NO!!!! _________________________________________________________________________________________________________________________________________________________ Sent to NC Attorney General: Carrington Mortgage Insurance loan payment was made on XX/XX/XXXX. It has yet to clear my checking account - XX/XX/XXXX - so, if it doesn't show up tomorrow, I'll have to pay a late fee. Today, XX/XX/XXXX, I spoke to XXXX at XXXX - she put me on indefinite hold. She was checking to see if correct account was input (checking/debit). I called XXXX at XXXX - Resolve Complex Issues - he wasn't able to see on do anything on his end - and, he had a very arrogant attitude. I did let him know that the Carrington phone system - creates a situation where you never speak to anyone - and, I was put on indefinite Hold previously - and, if he is suppose to resolve complex issues - he should be able to "see" "something" in the system. Help!!!!! I don't want a late fee. But, they haven't taken their payment out of my Checking account and haven't let me know of any problems re: my payment. On the XXXX   website - it does show that I have "paid" the payment for XX/XX/XXXX - but, the monies have not been taken out of my bank account. The website was "screwy" this past month. Thank you. XXXX XXXX XXXX XXXX From: XXXX XXXX Sent: Monday, XX/XX/XXXX XXXX XXXX To: XXXX Cc: XXXX; XXXX   Subject: Tomorrow is XX/XX/XXXX - I made my house payment on XX/XX/XXXX - so far, it has not been taken out of my account?? account XXXX - XXXX XXXX Tomorrow is XX/XX/XXXX - I made my house payment on XX/XX/XXXX - so far, it has not been taken out of my account?? I need to know that you received my XX/XX/XXXX payment. Thank you, XXXX XXXX   XXXX   ________________________________________________________________ From: XXXX XXXX Sent: Monday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX; XXXX; XXXX; XXXX   Subject: Continuation of complaint XXXX - CHECK DIDN'T CLEAR TODAY - FOR MY PAYMENT MADE ON XX/XX/XXXX??????: Carrington Fw: Also, I want DOCUMENTS that I have to READ AND SIGN - no assumption of what I'm doing - I want to see the NUMBERS. Thank you, XXXX XXXX   If they have some kind of loan in process - I did not okay this!!!!!!! XXXX XXXX (BELOW) contacted me --- I did not okay any type of NEW LOAN due to the fact that I like to see and read everything in WRITING AND I HAVE NOT RECEIVED ANYTHING!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! PLEASE GET MY CHECK TO CLEAR TODAY AND IF YOU NEED TO !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!1 SELL MY LOAN TO ANOTHER COMPANY WHO CAN TAKE CARE OF IT PROPERLY - PLEASE DO SO - WHAT IS GOING ON???????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????? XXXX XXXX XXXX XXXX XXXX XXXX   XXXX From: XXXX XXXX Sent: Monday, XX/XX/XXXX XXXX XXXX To: XXXX XXXX Subject: Do I get to review the documents before signing? I also need to "reaffirm" my debt. Do I get to review the documents before signing? I also need to "reaffirm" my debt. I don't want my loan to become a part of "limbo" - I read horror stories online daily. So, you would be making a proposal for a loan for the amount owed now for $XXXX years - with amount in Escrow for Taxes and Insurance? I like to deal with e-mail due to the fact that I do have everything in writing. I sent my Reaffirmation of the loan in XX/XX/XXXX - to Carrington - but, in a recent letter - it didn't seem that y'all had it. I definitely want to Reaffirm my Debt. Thank you, XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX   From: JXXXX XXXX Sent: Monday, XX/XX/XXXX XXXX XXXX To: XXXX XXXX Subject: RE: Why are you trying to reach me? XXXX XXXX   Re: Post Follow Up Good morning, In response to your email, I was recently assigned to your loan. Carrington wanted to thank you for your business and for being a valued customer with us. We acquired your loan last year and since then you have been on time with your payments. In reviewing your loan you qualify for Carringtons lower rate reduction program. This means we can reduce your rate and payment without you having to have the property appraised, or pay any out of pocket closing cost. You can even keep your term the same! Carrington is extending this offer out because we know if you pay less you will stay with us longer. The rates are low at this time so when we are able to reward our customers we like to make them aware. The process is simple. If you would like to move forward let me know. Have a great day. Thank you, XXXX XXXX XXXX NMLS ID #XXXX  Loan Officer Carrington Mortgage Services, LLC XXXX XXXX XXXX XXXX XXXX, IN XXXX Phone: (XXXX) XXXX Fax: (XXXX) XXXX From: XXXX XXXX [mailto:XXXX] Sent: Saturday, XX/XX/XXXX XXXX XXXX To: XXXX XXXX Subject: Why are you trying to reach me? XXXX XXXX Re: Post Follow Up From: XXXX XXXX Sent: Saturday, XX/XX/XXXX XXXX XXXX To: XXXX Subject: Post Follow Up XXXX, I have been trying to reach youplease call me @ XXXX or let me know a good time to reach you and the best number to reach you at. OR If email is the best way to reach you please respond to this email so that I dont continue to call if it is the preferred mode of communication. Thank you, XXXX XXXX XXXX NMLS ID #XXXX Loan Officer Carrington Mortgage Services, LLC XXXX XXXX XXXX XXXX XXXX, IN XXXX Phone: (XXXX) XXXX Fax: (XXXX) XXXX Email: XXXX State Licenses: AL, IN,KY,NM,OH,NC,CA and WA.

Company response to consumer: Closed with explanation