Consumer complaint received 2017-09-17
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NM
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
During a loss modification trial, we had made already 3 payments to Carrington Mortgage. 
We were told on the eve of the third month end, that they needed my daughter to be off the title of my house. I have the mortgage and as previously instructed, I added me to the title. I had deeded her the title after my husband 's XXXX and my illness. 
I took her off the title and now it is just me on the title. 
Then they told me that the title company needs other documents and they gave me only two days to provide. They asked for a document from the unemployment division of the State of NM that I have paid the money I supposedly owed them, on a lien. I do not owe them money. I never have ever filed unemployed and I still work as a XXXX even after my husband just XXXX XXXX. 
My daughter was unemployed, but she has her own house in another address and she has a lien on her house not on mine. We both went to the clerk house and they provided us with the lien on another address not mine. We provided that to the customer service rep and she said the case was closed, after making the 3 payments as scheduled!!! they gave us only a day! 
Not only that, but they gave us the run around because they would not talk to my daughter now since she now was NOT on the loan or title. Nice. SHe had no clue about this nor I since we did not know in advance when we submitted the application 3 months prior for modification. I want to KEEP MY HOUSE. This is where I live, I am old, I am going to retire here I make income I can pay the payment, I proved it. My husband XXXX, I had an accident, I almost died, but I am alive and working do not take my house away for a lien that is not mine. 
Also, Carrington Mortgage did not tell us or communicate with us about another " discovered '' lien they had until some correspondance about 30 days after they " closed the modification ''. They said that I have a XXXX lien. The XXXX had made an exception because of the fact my husband was a XXXX and the XXXX and that I was ill and things happen without my control and they worked out a payment reduction and I have the email. The thing is that the check went to the office in XXXX and got mixed up with other files an attorney had and got put in the wrong batch. This got cleared out now, however Idid not know and Carrington DID NOT tell me about the XXXX lien. I discovered it myself when I went to the court house ( clerkoffice actually ) to find out about the other lien in my daughter house. So not only Carrington did NOT tell me about this lien but also sent me information in writing after they close the trial modification file without giving me the option to give them the outstanding documents they discovered they needed, that is after I already made 3 payments!!! 
If it is true that I had not satisfied requirements for accepting a trial loan modification plan, as the communication via mail I got about 2 weeks ago, however I did submits trial plan payments within deadline, the servicer must have given me time to prudent time to complete the documents.I believe that those are the new rules per your entity too. 
I have XXXX XXXX telephone records that the HUD agency attorney in XXXX wants where I reached out to them and they just left a voice mail to call back so we kept doing that for weeks, these carrington people never ever told me of the XXXX lien at all, they even sent me emails about the unemployment lien of my daughter and to take her off the title completely before they will consider a modification with me, however they never mentioned the XXXX lien. There is no lien, my statement is current. The XXXX took some time to clear this out. However it is clear and the servicer should have given me time to submit that prior closing the mod package. They even closed it without even telling me of the XXXX lien. 
You never know if they really take you seriously because they never follow up in writing on the compromises they make for instance we appealed to the closing of the trial modification and we requested a forebearance during the time they investigate, and they customer service person said is too late. Should n't they have got to the supervisor to allow time to produce the documents or lien releases they were looking for and provide us with more notice than a few hours? That is not something a prudent person does or is expected to do. I wish other entity or theCFPB could have looked over the appeal, to date there has been no writtenresponse to the appeal we made to get prudent time to present the documents they need. Like we do not exist. 
Sirs, what will it take to have them treat me fairly? I had to deal with alot personally family wise healthwise, I just want to get my life in order. I have a job, the ability to pay the desire to keep my house. Please help me..where an appeal was asked for, if they took us seriously, the servicer must extend deadline for accepting any offered loss mitigation option until 14 days after providing notice concerning how appeal was resolved. 
I have heard from the HUD counselor that Servicers may offer consumers a shortterm payment forbearance of no more than 6 months based on incomplete loss mitigation application during which consumer allowed to forgo making or make Loss Mitigation Procedure and resolve the outstanding documents.
Sirs, what will it take to have them treat me fairly? I had to deal with alot personally family wise healthwise, I just want to get my life in order. I have a job, the ability to pay the desire to keep my house. Please help me..where an appeal was asked for, if they took us seriously, the servicer must extend deadline for accepting any offered loss mitigation option until 14 days after providing notice concerning how appeal was resolved. 
I have heard from the HUD counselor that Servicers may offer consumers a shortterm payment forbearance of no more than 6 months based on incomplete loss mitigation application during which consumer allowed to forgo making or make Loss Mitigation Procedure and resolve the outstanding documents. He also told me that if the information was not in my control, then if I sent everything else, for which the servicer asked, other than information not in my control ( my daughters unemployment issue and the XXXX mistake ) then the servicer must consider my application complete. 
And to top it off, they did not inform whether loss mitigation appeal will be offered or actual reasons for option 's denial ; I would have liked to interface and communicate with a reviewer that is part of another entity or an " independent personnel '', i.e., not those initially evaluating loss mitigation application ; and for Carrington reps to refrain from beginning/completing foreclosure in circumstances when I, the consumer is being evaluated for loss mitigation. I was told that they can not move forward with a modification as such as they offered, and that I would have to start again, but " he is not sure I can modify the loan '' because it is " flagged '' and the system does not allow them to send another modification package because of the " flag ''. When I asked about the reason for the " flag ''. They told me is either because is in process of foreclosure or that I filed a complaint with the CFPB, and as such, the system will not allow them to send a mod package to me. I was told to go to the website and investigate for myself and see what I can find but they do not promise anything???????? 
REALLY? help me please I am XXXX and this is causing me so much stress I ended in the hospital because every time I talk to them they are very mean. I am by myself, now without a husband and now my daughter is not in title to help me. I can not afford an attorney to talk to theirs or to fight with theirs in court. I just want to keep my house I have paid by teaching kids like the ones their attorneys have in the public schools. My XXXX XXXX fought for the freedom their attorneys have to take me to court to take my house away only because I filed or my daughter did, a complaint with CFPB before. What good does it do then. I just want to keep my house and I am so tired of submitting package after package and always papers are lost and more and more is needed is chineese for me. This is also my second language I understand them, but they speak too fast too and too loud and I am not an attorney to navigate their stuff and understand how messy this is.

Company response to consumer: Closed with explanation