Consumer complaint received 2018-11-28
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX I applied for the mortgage modification through the Home Affordable Modification Program. I have been paying my mortgage the entire time. I have not been in arrears. I received paperwork telling me of the possibility of my home going into foreclosure. I called the mortgage company. They informed me that my loan had matured and that I had a balloon payment which was the entire amount that I still owe on my home which is {$13000.00}. 

I paid my mortgage in XX/XX/XXXX in the amount of XXXX, they received the payment on XX/XX/XXXX. They have not applied it to my mortgage. I called to ask why the payment had not been applied, I was told that they were not accepting my payments because of this balloon payment. 

I have spoken to several different people at Carrington Mortgage Company and received different answers from everyone. I spoke to one individual whose name was XXXX and he told me that my loan had not matured, it did not mature until XX/XX/XXXX. There can not be two maturity dates on a loan. 

I was told that I needed to refinance my loan, I spoke to a loan officer. She told me I could not just refinance the amount I owed that I had to refinance for {$50000.00}, as this was the rate for the state of Georgia. When I asked if there was a penalty for early repayment she told me no. I said I would do the refinance and send back the amount over the actual loan amount. She said there would be no problem. She called me back in 30 minutes and told me that Carrington would not refinance my loan because I was late on my payment over 30 days. 

I have gone to my personal bank to barrow the amount needed to pay off the loan as a home equity loan. I found out today that they refused the application because of the debt ratio. They included the amount that I owe and the amount again so it makes my debt to credit ratio look poor. 

I called Carrington back today to see if there was someone who would help me. A gentleman named XXXX, had me on hold for 32 minutes and then came back to tell me how to ask for loan modification assistance. He told me where to find all of the paperwork to download, fill out and return to Carrington. This was they only way I could go. I asked about the payment being posted, again it was refused. 

I called Carrington again, this time I called the number for the loan modification department. I spoke to a gentleman named XXXX. He did not put me on hold, he researched everything while we were talking, he saw the two different loan maturity dates, he said this is a discrepancy. He could not find the paperwork for the loan modification. It appeared not to have been uploaded. He said there could be human error here when the information was input into the system. He did advise me to contact the customer service department. I was to request a copy of the loan modification document from XXXX, ask them to explain to me the maturity dates, the balloon payment amount, and when it was due. He told me that you could not have two different maturity dates on a loan, if there was a balloon payment it would be at the end of the loan which is XX/XX/XXXX. 

He spoke to a friend of his in the loan collection department. This gentleman said you can not have two different loan maturity dates, and a balloon payment would only occur at the end of the loan. He said I should call HUD directly, they would be able to get my paperwork faster than customer service at Carrington. I asked if Carrington would  take measures to clean up the mess they have made of my credit. He told me that I would have to contact customer service with the this question. 

I need your help.

Company response to consumer: Closed with explanation