Consumer complaint received 2017-04-06
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: WA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Application, originator, mortgage broker

Complaint:
I wish I had first done research on Carrington Mortgage Services before attempting to refinance with them. There are thousands of complaints online about them. Just XXXX it and check for yourself. I will never again do business with this deceptive, lying company. 

I filed a complaint with the Consumer Financial Protection Bureau ( CFPB ) on or about XX/XX/XXXX, regarding Carrington Mortgage Services, ( CMS ). The Case number is XXXX. The company asked for an initial extension of 60 days and it was granted by the CFPB. On XX/XX/XXXX, I received a response from CMS. At the end of their response, they ask for additional time to complete their investigation. 
Since they have already been granted one extension, I do not believe they should be granted another one. They have been dragging their feet for 60 days on this issue. I believe CMS is just stringing this out because our current President of the USA has said on many occasions that he will try to completely shut down the CFPB as soon as possible, and CMS does n't want the CFPB to fine or punish them. I am a huge fan of the CFPB and hope they stay open forever and do great work in holding deceptive companies such as CMS accountable. 
Their initial email to me, dated XX/XX/XXXX, offering to refinance my current mortgage with them, stated that they would NOT need to verify my income. They ended up denying my refinance request due to " not being able to verify my income. '' So they were lying to me about NOT needing to verify my income. That seems like a clear case of deception to me. Why did CMS ask me on many occasions to send them many different financial documents proving my income and assets? Especially when their initial email to me stated that they " Did NOT need to verify my income to qualify for a refinance. '' CMS should be held accountable by the CFPB and fined and forced to grant me the refinance I was requesting. They should not be allowed to get away with deceptive practices such as this. If they are denying my refinance request, with my near- perfect credit score and my base salary of {$58000.00} and a relatively small mortgage of XXXX, then they must not be approving too many loans. I would think I am a very small risk to loan to. Nothing negative on my credit report - EVER! And I am a XXXX. I have been with the XXXX for over 13 years now and will stay with them at least until I can retire at my 30 year mark. 
Their initial email offering to start the refinance process with me also started, " The process only takes three weeks. '' This is a lie and deceptive practice because they process took just short of three months. I fulfilled every request that CMS made of me in the refinance process in a timely manner. There were many requests, at least 25 over the course of the three months before they ended up denying me. At least 75 % of those requests were completed by me and emailed back to the company within 48 hours. Only one, getting a copy of my divorce papers, took about 5 to 6 days. It took this long because I had to order a copy from the County Clerk 's office. I was very prompt in all of my communications with CMS during the entire 3 month refinance process. 
I was excited about lowering my payment and paying much less interest on my mortgage over the life of the loan. 

Consumer Financial Protection Bureau ( CFPB ) - - Please do not let this company pull the wool over your eyes. Please take action against them. If not, I will be forced to have my Attorney pursue any and all legal remedies against Carrington Mortgage Services for engaging in deceptive lending practices and lying to me.

Company response to consumer: Closed with explanation