Consumer complaint received 2021-01-20
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX, XXXX, XXXX XXXX XXXX. XXXX XXXX XXXX IN XXXX RE : Loan No. XXXX Mr. XXXX : Im sending a snail-mail letter because you do not make yourself accessible by phone or email. That is an understandable move on your part : if I were you, I wouldnt want to hear directly from people like me who have been cheated again and again and again and again by your company. 

No, youd rather that people like the ones I talked to today ( XXXX, XXXX, XXXX and XXXX nice people doing their best to deal with a public that YOU make angry with your unfair policies ) have to deal with the flack, not you. 

No, YOU make the unfair policies and leave other people to deal with the horrible feedback. Im not sure, but I THINK that makes you a coward. Why dont you give out your phone number? What are you afraid of? 

So, heres the deal : For years, XXXX has charged me {$60.00} a month for some horrible hazard insurance it placed on my property. It took me a long time, but I finally got REAL insurance, notified XXXX of that fact ( TWO MONTHS AGO ), and, since the escrow amount XXXX deducted each month for insurance was {$60.00}, I deducted that amount from my loan-payment amount of {$720.00}, leaving the proper payment amount of {$660.00}. 

Late in XX/XX/XXXX, I submitted check No. XXXX in the exact amount due : {$660.00}. XXXX fiddled around, apparently deciding ( on its OWN ) that I hadnt sent the right amount, and finally took out the {$660.00} on XX/XX/XXXX. Carrington then sent me the attached threatening letter, saying my loan payment was PAST DUE ( it was NOT ) and assessing a {$20.00} late fee. After I talked with the four people I referenced in paragraph two, I was informed that its Carringtons POLICY to put overpayments ( the {$60.00} I overpaid in XXXX ) as a CREDIT ON MY LOAN. Wow, {$60.00} credited to a {$92000.00} loan, now THATS going to make a real difference. 

Heres the further deal : That {$60.00} is MY money, not Carringtons, and Carrington has no right to decide what to do with MY money. 

I WANT THE {$60.00} SENT TO ME AS A CHECK. ITS MY MONEY AND I GET TO DECIDE WHAT TO DO WITH IT. JUST BECAUSE CARRINGTON SAYS IT HAS A POLICY, THAT DOES NOT GIVE CARRINGTON A RIGHT TO STEAL MY MONEY. GIVE IT BACK!

Oh, and while I have one of your assistants dealing with me, how about your {$5.00} fee for me to pay online? Every other company I deal with allows me to pay online without a fee, but good ol Carrington, apparently looking for every way it can find to screw over the customer, charges FIVE BUCKS! So, I get to waste paper, a stamp, all sorts of fossil fuels to get the check to you, and all the time to process it on your end, so I can keep from rewarding you for trying to steal from me. 

Nice! 

Please take the {$60.00} credit OFF my loan and send it to me in a check. Or, if you want to join the XXXX XXXX ( unlike your {$5.00} online-payment fee ), just credit it back to the account out of which my monthly payment is taken. 

Now, was that so hard? 


XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX CA XXXX ( Why dont YOU have a plus-4 zip? ) XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX California Congressional District U.S. Consumer Protection Bureau

Company response to consumer: Closed with explanation