Consumer complaint received 2021-09-14
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
XXXX XX/XX/XXXX Re : Covid-19 ALM  This morning I reached out to servicer of my loan at XXXXXXXX XXXX XXXXXXXX XXXX XXXX. I spoke to CSA XXXXXXXX XXXX. I asked her if I had been evaluated for the above modification. She indicated that yes, affirmatively but I was NOT approved. 
She indicated that they were considering me for a stand alone modification.But they were stuggling to get me into that... She also made it clear that this was all a courtesy from CMS. They are not required to assist. Evidently she is not abreast of the legislation and CFPB 's voluminous publication directed at all servicers in the industry. 

For some reason my gut feeling told me to call back and dig a little deeper.The letter I received today dated XX/XX/XXXX indicated my Covid Forbearance is ending in 16 days. Ultimately I was able to speak to someone in Special Services name XXXX ( XXXX ) who told me, no sir, you have NOT even been evaluated for Covid-19 ALM. If you were I would see it in my system. XXXX was incorrect. However, XXXX was very sure of herself and there was no discussion. 
My other issue is per HUD/FHA guidance the customerMUST be evaluated for this option 30 days before expiration of forbearance. In fact there is another area that indicates evaluation for C-19 ALM must be done on or about XXXX XXXX well we are way past that at this point. 
The Covid-19 ALM is very beneficial because it lowers the P & I portion of the mortgage by 25 % in my case saving us about $ XXXX. This is a huge amount that would cover a good portion of our monthly grocery bill. 

XXXX indicated that a XXXX XXXX would be calling me back to help me make this right if you That was at about XXXX CDT. I gave them 2 numbers to reach me at. 
They are there from XXXX to XXXX E.S.T. Well that critical call from my perspective, never came. So tomorrow, there will be15 days left before my forbearance ends and we have never made any substantial progress.Director XXXX made it clear early on that this type of chicanary would not be tolerated and they will be watching very closely if I am not mistaken. 

Hopefully, you have someone that can review this. I have spoken to : XXXX XXXX XXXX Senior Litigation Counsel, XXXX Consumer Financial Protection Bureau XXXX : XXXX Mobile : XXXX XXXX XXXX Who called me last XXXX asking me if I would voluntarily speak to him basically about how CMS was treating me. He indicated I was most helpful with the information I provided. Well now, I need him to return the favor and look into why CMS is not following the rules and guidance given to them. 

As for the eligibility for the Covid-19 ALM I meet all requirements ; ( B ) Eligibility The Property may be owner-occupied or non-owner occupied. 
The Borrower must be 90 or more Days Delinquent. 
A 30-year Loan Modification at the most recent XXXX XXXX Weekly Primary Mortgage Market Survey ( PMMS ) Rate rounded to the nearest one-eighth of 1 percent ( 0.125 percent ) will achieve a minimum 25 percent reduction in the Borrowers monthly P & I. 

So maybe XXXX can nudge/give them a pep talk to get me considered for the Covid-19 ALM so my son and I can have peace of mind ... and remain in our family home where we have resided for the past 14 years. 

Warmest regards, XXXX XXXX

Company response to consumer: Closed with explanation