Consumer complaint received 2017-11-22
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I have drafted a letter that will be sent to all the Credit Bureaus. The information contained in the letter is inserted here, as well as being uploaded as a PDF File. My attorney will be sending the letter promptly ... as this complaint is also being filed. Carrington was asked repeatedly to cease and desist the fraudulent credit reporting and they refused to do so. 
Here is the write up : Error/Incorrect Credit Reporting to ALL Bureaus Company : Carrington Mortgage Services , LLC, hereafter referred to as Carrington. 
Date Beginning : XX/XX/XXXX. 
ALL Mortgage Payments sent to Carrington on time through the XXXX XXXX XXXX XXXX Bill Pay Service. 
ALL Mortgage Payments received by Carrington on time. 
Carrington returned payments in error. 

Initial Contact with Carrington Carrington Contact : XXXX XXXX. 
Date of initial contact discussing Loan Servicing errors by Carrington : Wednesday, XX/XX/XXXX XXXX XXXX. 
Date of notification to Carrington of possible credit reporting errors : Monday, XX/XX/XXXX XXXX XXXX. 

Attorney for XXXX XXXX and XXXX XXXX XXXX and XXXX XXXX retained the legal services of XXXX XXXX XXXX for all matters and correspondence with Carrington. 
Email thread below ( x2 ) is the actual email correspondence between XXXX XXXX XXXX, XXXX XXXX, and XXXX XXXX. The email correspondence began as a result of a phone call initiated by XXXX XXXX to Carrington in XX/XX/XXXX with concern after receiving an Intent to Foreclose notice generated automatically by Carrington when a payment had not posted properly. 


From : XXXX XXXX To : " XXXX XXXX '' Cc : " XXXX XXXX '' Subject : RE : Your Carrington Account Loan Number XXXX Date : Monday, XX/XX/XXXX XXXX XXXX XXXX, Thank you for working directly with my lawyer XXXX XXXX XXXX to correct the issue related to our mortgage. 
As you can imagine, recovering our credit is extremely important. As we discussed on the phone last month, it is my feeling that Carrington may be reporting negative payment information regarding our mortgage. 
I have noticed a decline in our score that is being reported to us through XXXX. I have already used the free credit report option this year and have ordered ( paid for ) several reports and do not want to pay again to check on what Carrington is reporting. You had mentioned to me that it is very easy to check on this and to correct IMMEDIATELY if Carrington is reporting negatively. 
I respectfully request you follow through with undoing and preventing and negative reporting. 
As Carrington has found researching this issue, Carrington has made errors in processing our mortgage and is working to rectify with our attorney. 
We look forward to the resolution and again stress the dire need to rectify any negative credit reporting that has occurred, and enforce a stop order on any future negative reporting during this resolution process. 
Respectfully, XXXX XXXX From : XXXX XXXX [ mailto :  XXXX ] Sent : Wednesday, XX/XX/XXXX XXXX XXXX To : XXXX Subject : Your Carrington Account Hello, Here is the email as promised with my contact info. You can call the toll free number XXXX and I am at extension XXXX. You are welcome to use my direct line XXXX if you ever have a hard time getting through. That rings right at my desk. We do work on the phones so you will probably get my voicemail but if you leave a message I will call right back. I am also responsive by email. 
XXXX XXXX | SSD Specialist Carrington Mortgage Services , LLC XXXX XXXX XXXX XXXX XXXX, XXXX | XXXX XXXX, CA XXXX Office : ( XXXX ) XXXX x XXXX | Fax ( XXXX ) XXXX | www.carringtonms.com Carrington Reported to the CFPB Carringtons failure to adjust the mortgage loan interest rate under the loan agreement at the time the adjustment was due, and delaying 6 months to make the adjustment, forced the loan into a non-compliant situation for Carrington and XXXX XXXX  XXXX XXXX. 
As discussed with XXXX XXXX by phone, the adjusted payment amount was deemed to be incorrect and unsustainable to be a legal and binding payment to be applied to the mortgage loan, and Carrington could not legally require such payment. XXXX XXXX consulted with Carrington leadership to determine that a loan modification would be required ( XX/XX/XXXX ). 
XXXX XXXX was instructed to continue to pay the last known legally acceptable payment under the existing mortgage loan agreement during the loan modification process ( XX/XX/XXXX ). 
Without explanation and months of documents being supplied to Carrington, Carrington cancelled the loan modification (XX/XX/XXXX ). 
Under legal advice of attorney XXXX XXXX, a formal complaint was filed with the CFPB in XX/XX/XXXX under Case number : XXXX. 

Carrington Agrees to Process Loan Modification Carrington processed the loan modification to completion on XX/XX/XXXX, over 1 year after the process began due to a Carrington mortgage loan processing error. 

Proof of on time and as agreed Payments to Carrington Information provided is actual data from XXXX XXXX XXXX XXXX : Date Range From XX/XX/XXXX Numeric date starting with the month To XXXX/XXXX/XXXX Filter By Showing Carrington Mortgage Services payments. Clear Filter Withdraw On Description Category Amount Deliver By Status XX/XX/XXXX Carrington Mortgage Services XXXX Mortgage {$5000.00} EveryDay Checking XXXX XX/XX/XXXX Delivered XXXX # XXXX XX/XX/XXXX Carrington Mortgage Services XXXX Mortgage {$5000.00} EveryDay Checking XXXX XX/XX/XXXX Delivered Cfm # XXXX XX/XX/XXXX Carrington Mortgage Services XXXX Mortgage {$5000.00} EveryDay Checking XXXX XX/XX/XXXX Delivered Cfm # XXXX XX/XX/XXXX Carrington Mortgage Services XXXX Mortgage {$5000.00} EveryDay Checking XXXX XX/XX/XXXX Delivered Cfm # XXXX XX/XX/XXXX Carrington Mortgage Services XXXX Mortgage {$2300.00} EveryDay Checking XXXX XX/XX/XXXX Delivered Cfm # XXXX XX/XX/XXXX Carrington Mortgage Services XXXX Mortgage {$2300.00} EveryDay Checking XXXX XXXX Delivered Cfm # XXXX Info Not Available Carrington Mortgage Services XXXX Mortgage {$2300.00} EveryDay Checking XXXX XX/XX/XXXX Delivered Cfm XXXX XXXX Info Not Available Carrington Mortgage Services XXXX Mortgage {$2300.00} EveryDay Checking XXXX XX/XX/XXXX Delivered Cfm # XXXX Info Not Available Carrington Mortgage Services XXXX Mortgage {$2300.00} EveryDay Checking XXXX XX/XX/XXXX Delivered Cfm XXXX XXXX Info Not Available Carrington Mortgage Services XXXX Mortgage {$2600.00} EveryDay Checking XXXX XX/XX/XXXX Delivered Cfm # XXXX Withdraw On Description Category Amount Deliver By Status Info Not Available Carrington Mortgage Mortgage {$2600.00} XX/XX/XXXX Delivered Services EveryDay Checking XXXX # XXXX XXXX XXXX Info Not Available Carrington Mortgage Mortgage {$2300.00} XX/XX/XXXX Delivered Services EveryDay Checking Cfm # XXXX XXXX XXXX Info Not Available Carrington Mortgage Mortgage {$2300.00} XX/XX/XXXX Delivered Services EveryDay Checking Cfm # XXXX XXXX XXXX Info Not Available Carrington Mortgage Mortgage {$2300.00} XX/XX/XXXX Delivered Services EveryDay Checking Cfm # XXXX XXXX XXXX Info Not Available Carrington Mortgage Mortgage {$2300.00} XX/XX/XXXX Delivered Services EveryDay Checking Cfm # XXXX XXXX XXXX Info Not Available Carrington Mortgage Mortgage {$2300.00} XX/XX/XXXX Delivered Services EveryDay Checking Cfm # XXXX XXXX XXXX Incoming Total {$0.00} Pending, Processing, Delivered, and Completed payments only, including any Outgoing Total {$48000.00} fees. 










Remediation to Satisfy CFPB Complaint to Include Fixing Credit Reporting Errors In the complaint filed with the CFPB under : Case number : XXXX, satisfaction of the complaint requested Carrington to complete a loan modification and to correct reporting errors to the Credit Reporting Bureaus. The loan modification has been completed, but the reporting errors by Carrington have not been corrected with any of the credit reporting bureaus. 


Respectfully request immediate correction to any and all late payments or delinquencies reported by Carrington Mortgage Services , LLC . The Carrington Correction should reflect ALL payments made on time and as agreed. 


Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation