Consumer complaint received 2021-09-16
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Addendum : ( to prior complaint ) COVID-19 Advance Loan Modification FHA is also introducing a new home retention option, the COVID-19 Advance Loan Modification ( COVID-19 ALM ). The COVID-19 ALM will offer significant payment relief to eligible homeowners. 

The COVID-19 ALM will be offered to borrowers currently 90 or more days delinquent or at the end of their COVID-19 Forbearance. This new home retention option is for those homeowners whom a 30-year rate and term mortgage modification will bring the mortgage current and will reduce the Principal and Interest portion of their monthly mortgage payment by at least 25 percent. 

Mortgage servicers must review their FHA servicing portfolio and offer the new COVID-19 ALM to distressed homeowners with FHA-insured mortgages who have faced a COVID-19 related hardship. To accept the modification, borrowers need to only sign and return the mortgage modification documents to their mortgage servicer. 

All loss mitigation options will remain available to borrowers that do not accept the COVID-19 ALM for any reason. Borrowers who can not make the modified mortgage payments with the COVID-19 ALM or who have other questions should reach out to their mortgage servicer to learn about other options that are available to them. 

+++++++++++++++++ At the begining of the week when I called into Carrington being proactive and as urged to do from the guidance I have read my first point of contact was CSA XXXX with ID No. XXXX Told me directly that I was considered and processed for the Covid-19 ALM. 
That I did not qualify and they were trying to place me into a Modification. I was surprised because I reviewed the eligibility for the Covid-19 ALM and met all 3 reqirements : 1 ) owner occupied 2 ) 90 days delinquent 3 ) PMMS Rate rounded to nearest 1/8 %. 
Her tone was very demeaning ( all on a recorded line ) in that CMS was doing me a courtesy that they really did not have to help out at all. Not sure where she was comimg from or if she is aware of President Bidens guidance and CFPB 's postion, Also, this review was supposed to be done by no later than XX/XX/XXXX and for certain 30 days before the forbearance ends. Mine will be ending in 14 days and per Mrs.XXXX  ( XXXX ) in Special Services Division, point of fact " I have not been '' condidered for a Covid-19 ALM and Ms.XXXX ( XXXX ) had mislead me and basically outright fabricated the truth ( mislead ) to me in saying I was submitted for a Covid-19 ALM and I wasn't. XXXX said she doesnt even have the ability to see that in her system because she doesn't have access to that information.This makes it even more egregious that a CMS CSA would just make this up or pull it out of thin air ... a complete falsehood and cause further distress to a struggling homeowner. 
I was promised a call back from a Mr.XXXX  Sick that day but that call has never come and my forbearance will be ending in 14 days and I am eligible for a Covid-19 ALM that was supposed to be completed approximately 2-3 weeks ago and it still has NOT been completed. This is very disturbing and disheartening for my family. 
Furhermore, this is exactly what type of bad behaviour Director XXXX would be looking for and it would not be tolerated. Hopefully this will get remidied poste haste. 

Warmest regards, XXXX XXXX

Company response to consumer: Closed with explanation