Consumer complaint received 2019-10-31
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
My husband and I recently purchased a home, initially XXXX/Carrington XXXX  was our lender. We completed the entire lending process with your company, even received a clear to close and then were told last minute our loan could not be funded. Understandably this was due to issues with employment verification for my husband as he was placed on a medical leave due to XXXX XXXX  issues that partly resulted from the strenuous, stressful, and unorganized mortgage process. You see, the issues with our funding being pulled was just the final nail in the coffin for this process. We started the process and were preapproved by our loan officer XXXX XXXX on XX/XX/2019. We quickly made and had an accepted offer on our property with a scheduled closing of XX/XX/2019, this of course was contingent on the sale of the property I owned at the time. This property quickly sold and our closing was pushed to XX/XX/2019. XXXX XXXX was on board and we were quickly set up with loan processor XXXX XXXX, and this is where the problems began. Initially in the process XXXX seemed to be proactive, and then we would go days with responses for her or XXXX. With our closing date quickly approaching myself, our agent, and the selling agent began emailing XXXX to ensure the loan was being processed in a timely manner, information was provided to XXXX quickly after requested. Fast forward to XX/XX/2019, less than 24 hours before scheduled closing and XXXX advised the loan was not ready to close. At this point the buyers of our property could not make alternate arrangements to postpone their closing so our family, including XXXX children and 3 dogs were displaced. This resulted in thousands of dollars in hotel expenses, storage costs and boarding fees, as we were displaced for almost 8 weeks after three initial closing date. After the first missed closing date we were issued a closing disclosure from XXXX with a closing date of XX/XX/2019 therefore ourselves, agents, and closing attorney were all under the impression this was the new closing date and arrangements were made to close on XX/XX/XXXX, again less than 24 hours before XXXX informed us closing would not be happening. Follow this she then began asking for documents that should have been requested early in the loan process such as tax information, SSI information, proof of employment and income. We quickly returned these documents but this delayed the process until we finally received clear to close on XX/XX/XXXX. Then much to our surprise received a call from XXXX XXXX advising they could not verify my husbands employment status and unless he could have someone in his HR department clear this up the loan would be placed on hold. My husband returned to work despite doctors orders but on XX/XX/XXXX we received an email from XXXX stating they were not going any further with the loan documents. 
We have since worked with another lender who was phenomenal and got us into our home in less than 4 weeks with no issues. Let me just say my first home was financed with Carrington, I worked with XXXX XXXX and XXXX XXXX and they were excellent, the process was quick and easy. Im not sure if it's the transition to XXXX orb this loan team but I will not recommend this loan company to anyone in the future as this was the worst and most expense experience of our lives. Calculating hotel expenses, storage costs, boarding fees, and medical expenses endured from the stress and anxiety caused XXXX/Carrington has cost our family thousands and thousands of dollars should have been used to settle comfortably into our new home. 
I have all email correspondence with all XXXX and Carrington representatives during this entire transaction if needed for your documentation. I can also provide documentation of costs endured due to the negligence of your organization upon request.

Company response to consumer: Closed with explanation