Consumer complaint received 2021-03-04
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
This complaint is about Carrington Mortgage Services. 

In XXXX I began the process of refinancing my home through XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ). Everything was progressing normally until we moved forward with the final leg of the refinance late XXXX of XXXX, when XXXX XXXX informed me there was a second lien on my house, originated in XXXX from XXXX  XXXX XXXX. This was the first mortgage I had secured in purchasing the home. It was serviced by XXXX XXXX in XXXX of XXXX, transferred to XXXX XXXX XXXX XXXX  that same year, transferred 6 months later to XXXX XXXX XXXX in XXXX, and finally transferred to Carrington Mortgage Services in XXXX. We refinanced through Carrington in XXXX after being contacted by them. 

Calling the banks up through the transfer chain, I was advised to request a copy of the lien release from Carrington, as the refinance would have satisfied the original loan. I submitted a fax request to their research department on XX/XX/XXXX. I also formally locked in the new mortgage rate with XXXX XXXX for 60 days. I called Carrington to check on the request and was informed the fax was received on XX/XX/XXXX ( understandable due to the holiday weekend ) and that requests could take up to 30 days. Calling back a few weeks later I was informed the request would take at least 30 days. I called back after the 30 day mark ( XX/XX/XXXX or XXXX ) and was informed requests could take anywhere from 30-45 days. I spoke to a senior customer support staff member and explained everything as I understood it to that point, that the lien release should be on file and I just needed a copy of it. I informed them I had a previous account before refinancing but I did not have the old account number on hand. I called back that following Monday the XXXX to give them my original Carrington account number. I had planned to follow up on XX/XX/XXXX ( the 45 day mark from receipt of my fax request ) but was unable to contact them until XX/XX/XXXX. I was informed that the request for the lien release had been formally rejected on XX/XX/XXXX ( no out reach was done to me to inform me of this though I had on several occasions left my phone number ). I immediately asked to speak to a senior customer support staff member and reiterated that this was a request for a release that should have already been on file. The staff member took both of my account numbers and informed me that Carrington had indeed forgotten to file the release when finishing up the refinance in XXXX. She said she would immediately get all of this information to the research department. I called customer support again on XX/XX/XXXX and was informed that there was no update from research on this issue. I was then contacted by XXXX XXXX on XX/XX/XXXX informing me they would be unable to continue with my refinance as too much time had passed ( 59 days from Carrington 's receipt of my request and 63 days since it was originally submitted ). 

Carrington 's gross incompetence has cost me money ( home assessment, title search, real estate law firm, and other assorted fees associated with refinancing a home ) and the 2.6250 % interest rate XXXX XXXX had initially locked in for me in XXXX of XXXX.

Company response to consumer: Closed with explanation