Consumer complaint received 2023-04-28
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: OH
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Trouble during payment process

Complaint:
This is a follow up complaint on XXXX XXXX Carrington Mortgage Services LLC. 

XXXX went bankrupt & is now known as Carrington Mortgage Services in XX/XX/XXXX XX/XX/XXXX, XXXX originally sent a payoff quote of XXXX. 

In XX/XX/XXXX & XX/XX/XXXX, I Wired {$25000.00} money twice, from my XXXX  XXXX XXXX Account to XXXX XXXX XXXX  account ''. XXXX Account which was Closed. 

XXXX mentions they dont accept XXXX . However my XXXX  XXXX receipts never mentioned XXXX. The only issue was XXXX 's XXXX Account was CLOSED. 

I called XXXX XXXX  & they said that the Account no longer exists & its incorrect. When I mailed email XXXX they didn't reply. ( see payyoff email.jpg ) XXXX in its XX/XX/XXXX confirms this & said " Due to filing bankruptcy, XXXX closed its XXXX bank account in XX/XX/XXXX. '' " XXXX also attempted to call you on XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX to review the wiring instructions and to advise that it did not accept funds through XXXX. '' XX/XX/XXXX Submitted Complaint the CFPB on XXXX however again XXXX replied late. 

In the CFPB complaint I wrote. 
" 1st issue Wrong Pay Office Information Given by XXXX In XXXX, XXXX gave me a Reverse Mortgage Payoff. This was for a Reverse mortgage for XXXX XXXX XXXX, XXXX Loan # XXXX totaling {$25000.00} ( XXXX  Payoff XXXX page 1 ) This included wire instructions to XXXX XXXX, Acct # XXXX & Routing # XXXX. ( XXXX  Payoff XXXX ( page 2 ) I wired the money & called XXXX XXXX  & they said that the Account no longer exists & its incorrect '' XX/XX/XXXX ( CFPB Complaint.pdf ) again XXXX replied late and said " we are not the company responsible on. XXXX referred the CFPB complaint to XXXX XXXX  dispute the XXXX Account being CLOSED 12 U.S. Code 2605 - Servicing of mortgage loans and administration of escrow accounts.

" ( e ) Duty of loan servicer to respond to borrower inquiries '' " If any service of a federally related mortgage loan receives a qualified written request from the borrower ( or an agent of the borrower ) for information relating to the servicing of such loan, the servicer shall provide a written response acknowledging receipt of the correspondence within 5 days ( excluding legal public holidays, Saturdays, and Sundays ) unless the action requested is taken within such period. '' " 3. The loan servicer has NO MORE THAN 60 DAYS Business Days after receiving the borrowers request to correct the errors on the borrowers loan account or the loan servicing company must provide the borrower with a written clarification disputing any such error. '' " ( B ) after conducting an investigation, provide the borrower with a WRITTEN explanation or clarification that includes ( i ) to the extent applicable, A STATEMENT of the reasons for which the servicer believes the account of the borrower is correct as determined by the servicer ; and ( ii ) the NAME and TELEPHONE number of an individual employed by, or the office or department of, the servicer who can PROVIDE ASSISTANCE to the borrower '' ( f ) Damages and costs Whoever fails to comply with any provision of this section shall be liable to the borrower for each such failure in the following amounts : Due to XXXX late reply in XXXX, failure to disclose their bank was closed & pending bankrupcy, XXXXCarrington continue to add interest & insurance to the even then when transferred to Carrington failed to disclose payment info until XX/XX/XXXX. 

XXXX would be liable under 12 U.S. Code 2605 for slow replies to qualified requests considering payments & confirmation emails was made in XX/XX/XXXX thru email & thru CFPB yet no reply until XX/XX/XXXX. Also failure to provide statements regarding the Closure of XXXX Account & wires made to them.

Company response to consumer: Closed with explanation