Consumer complaint received 2023-02-14
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: MT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Hello, This is a reply to a former complaint case # XXXX and a reply to XXXX XXXX XXXX XXXX. In my first complaint, I was asking for an apology from your company, so we can have in our file for any future loan buyers who may be dealing with our loan. As I stated, ever since your company has taken over our loan it has been a complete nightmare and I have stated I do not think you're capable of handling mortgages. After your reply, I don't think it is also to much to ask to include XXXX XXXX, which by the way is out of XXXXXXXX XXXX not XXXX XXXX as you stated and an apology to XXXX XXXX XXXX out of XXXX. You see, in your reply you solely blamed myself and XXXX XXXX for not uploading evidence of insurance we had obtained. In my first complaint I did not upload any evidence because I did not know I was dealing with such a crooked company. You will NOW see in this complaint, all the evidence uploaded proving just how bad you have lied in your reply. The screen shots are emails, I can easily forward to CFPB and your company from XXXX XXXX, again ... out of XXXX and not XXXX like you have in your records ... stating they have attached the Home XXXX Pages for my reference. They go on to say that Carrington Mortgage Services LLC has been notified of our insurance coverage and being listed as the mortgagee, this happened on XX/XX/XXXX. My question and why I want an apology, you guys were notified by the insurance company on XX/XX/XXXX ... why did we continue to receive threatening letters from you guys about us not having insurance when you had been notified, but it gets better. The month of XXXX I receive yet another letter from your company stating we do not have insurance and that you will purchase insurance for us. I have attached another screen shot of an e-mail from myself to XXXX XXXX asking what is going on, because I was told by XXXX the paperwork had been uploaded and you were notified and I was putting the blame on them, not Carrington. I was than notified by XXXX which I will also attach that email screen shot... .this is great. I was told Carrington was still contacting XXXX XXXX XXXX because Carrington failed to load our XXXX XXXX XXXX. XXXX XXXX states they provided verbal confirmation of our Traveler 's coverage. The rep from Carrington stated no insurance will be added due to this info being updated to our Carrington file, she ALSO provides a screen shot of where she uploaded it to Carrington 's website. PHEW I thought, glad that is over ... ..BUT IT GETS BETTER. XXXX we receive ANOTHER letter saying we are in violation of our loan and we don't have insurance, I let this one slide thinking it will just take a while for paperwork to sift through and than XXXX comes with yet ANOTHER THREATENING LETTER FROM CARRINGTON. And I'm sorry but I am XXXX and LIVID at this point. In XXXX I also get an email from XXXX XXXX XXXX that our insurance is about to be cancelled because Carrington has yet to pay our bill. I go online to see if I can just do it, have never done this before because XXXX had always just payed it for us. I couldn't pay the bill, Carrington had to, so I call the Traveler 's rep and that's when we got connected to the snotty customer service rep I talked about in my first complaint. She did not know how to pay the bill and we spent a good XXXX minutes on the phone with her even trying to get the bill STILL payed. The XXXX XXXX rep had told me she would keep a VERY CLOSE eye on this payment because I was in tears and explained to her the money was in the account, I did not know why Carrington had yet to pay them and I didn't want insurance bought for us at a significant hire rate like they state in their letter. The insurance was finally payed in the amount of {$1300.00} XXXX  months later. 

In Carrington 's reply they bring up that our XXXX XXXX XXXXXXXX policy increased and indicated that {$440.00} was still due and that we negotiated the {$1700.00} refund? I will also be attaching a screen shot from the agent we dealt with XXXX years. He states nothing was due and nothing was negotiated, where on earth did you guys get this and I would like an apology from you guys for even contacting XXXX XXXX XXXX for payments, when we had transferred to XXXX XXXX Because of this statement we would like to see an itemized statement of how you have been dealing with our money. This EXTREMELY boils my blood that you guys pulled this LIE out of your XXXX with a negotiation. 

Later in your e-mail you also state we had a conversation with me saying I had payed XXXX XXXX in full? I CAN'T pay XXXX XXXX and have never payed our home insurance, our mortgage company has ALWAYS payed it. ANOTHER LIE!! 

You know, in the first part of your reply to my complaint you bring up our bankruptcy, we haven't missed a single payment ever with our mortgage. You sure seemed to do your homework so I figured I would do mine. I read an article how Carrington Mortgage unlawfully withheld legally mandated pandemic protections, wrongly imposed fees, and reported false information to credit reporting companies, founded by CFPB Director Rohit Chopra. Your company had to pay {$5.00} million dollars as a penalty to the CFPB which would be deposited into the CFPB 's victim relief fund. You were ordered to repair your faulty business practices. Carrington must assess customer service staffing and provide training relating to applicable CARES Act and agency and GSE guidelines. The company must also establish policies and procedures to prevent the issues from recurring ... .MIGHT I ASK YOU GUYS ALSO MAKE YOUR COMPANY TAKE CLASSES ON CUSTOMER SERVICE AND HOW TO HANDLE INSURANCE PAYMENTS? 

CFPB ... there is a page on Facebook called " Carrington Mortgage Services SUCKS!! '' I STRONGLY urge you to go to this page and take notes of all the complaints. I have a lot of complaints screen shot that are ALOT like mine. Carrington threatening customers to buy insurance, a former employee states he is being harassed by Carrington for not returning equipment when he has tracking receipts, XXXX customer states Carrington threatens to turn her into credit company because they can't process her payment, Carrington 's XXXX XXXX XXXX sent a wrong email to a customer calling her an XXXX for pestering them, XXXX customer states XXXX XXXX is on his third company in the last XXXX years bankrupting XXXX of them, but my favorite is the XXXX complaints from different customers stating Carrington is putting forced lender-placed insurance on their mortgage when they already have insurance. I would also like to bring up it is XX/XX/XXXX and we STILL DO NOT have our XXXX tax form, and if you go to their website and try to print it off, it says the document can't be retrieved, HOW DO WE GET OUR TAX STATEMENT CARRINGTON!!! 

So to wrap things up, YES I would like an apology to myself and the XXXX companies you have set forth blame, when you will see in the attachments XXXX XXXX ( out of XXXX, not XXXX ) perfectly did their job. XXXX 's was probably obnoxiously contacted by this company for payment when we weren't even their customers, and my husband and I deserve an apology for all the undue stress you caused us over XXXX months, and than down right LIED about it. We are prepared to go further with more if we do not get a simple apology from your incapable company.

Company response to consumer: Closed with explanation