Consumer complaint received 2022-12-29
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NC
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
My Loan was sold from XXXX XXXX to Carrington Mortgage XXXX # XXXX back on XX/XX/2022. My mortgage amount has always been {$3300.00} and is VA loan that Ive been paying on with no issue when paying XXXX XXXX. I received a mortgage letter from Carrington Mortgage that they bought the loan and that payments should be sent to them beginning in XXXX, I went online to put the account on auto draft. 

In early XXXX I noticed my checking account was lower than I expected and saw it was due to Carrington over drafting my account {$1800.00} on top of my {$3300.00} for a total of {$5200.00} for the month of XXXX and XXXX. I called XXXX on the XXXX of XXXX and was told by the Customer care lady on the phone that My taxes went up so that was the reason for the new amount. That my taxes went up from {$4300.00} a year to over {$14000.00} and that they needed to collect the deficit until the account was brought to the needed amount. 
I told the lady that there is a mistake, I have the tax bill and it says {$4400.00}. There was no budging and she asked that I call the next day and talk with the tax department. I was on the phone approximately 45minutes that day. 

I called the next day, XX/XX/XXXX and calling Carrington is a nightmare. In order to get to any department its at least 10 minutes of hitting numbers to get anyone or listen to bogus prompts that take you in circles. I finally spoke with Customer care who said they could not help and I needed to speak with the tax department. That was about 50 minutes.I was placed on hold and they transferred me to the tax department only to be hung up on. I called back and after about 15 minutes of trying to get to the tax department a gentleman said that he saw in his notes that the call dropped, but that couldnt change anything and would inquire on it. He transferred me back to the tax folks and I spoke with a gentlemen ( who i didn't get his name ) but did pull up the tax page and saw that my property taxes tripled, and acknowledged it " appeared '' uncorrected but has to follow their process to resolve and that it would take three weeks. He asked that I call back at the end of the month but I felt that I didn't want to wait another 30days to get my overage money back so I asked to speak to a supervisor to get it resolved.

I was transferred to a Supervisor who said that she saw the issue and would expedite the tax research. I asked how long that would take and she said it would take no more than 48 hr and ASSURED ME that she would that she would call me back in 48 hrs. I never receive a call back from that Supervisor at 48rs and I assumed that it was handled. 

Today, XX/XX/XXXX, I check the mortgage page this overage isn't resolved. It still shows I owe the higher Mortgage payment and I don't have a credit. I called Carrington Mortgage again and was bounced around, again with another assurance that they are working on fixing the tax bill. In North Carolina, Taxes are due the 1st of the year. In this case they are due on the 3rd because the 1st is on Sunday. They havent fixed my mortgage amount and said that because their records still show show Im XXXX in the hole, After asking about me not making a mortgage payment, they said that they " could '' help by extending the XXXX deficit by 15 months! The taxes are wrong and they are saying they can make these tax payments spread out over 15 months?!! that's insulting to know that they have a mistake on their hands and the resolution is for me to still pay while they figure out how to fix it. 
The real hardship I have is that they have over drafted my checking account without notifying me. It took me looking at my checking to notice that they increased my mortgage payments shy of XXXX per month. And now they are being very difficult in fixing this and also crediting me back the money they withdrew. 

Ive spent hours on the phone with them to only have my calls " mysteriously '' drop.and when that happens, there is no call back. when asked why they dont call back after a disconnect, their response is we arent set up that way. So the consumer is left to be frustrated, on long phone calls, without answers, and on top of that, put back in question to call Carrington back.

I also asked them why I have not received any updated on my complaints. Not even an acknowledgement that they received or are working on an issue. No documentation that there is an issue for the consumer, No email receipt, no documented forms in the webpage under my Mortgage file. 

Ive had several mortgages and this company by far is failing on keeping any record of complaints that Customers make. I am now writing down who I spoke with. When I asked for them to tell me who I spoke to, the tax department Supervisor said I can only give you initials because of security reasons. 

I really need help before XXXX XXXXXXXX XXXX tax need to be collected and they do not pay my assessment but pay the incorrect property they think is mine in error. 
Also, they really need to have a paper rail for customers on inquirys because this is ridiculous and frustrating that they can take money from my account with no notice and it takes the consumer to call them on their error. Even then, they are slow to fix that error. 

Today I spoke with XXXX a XXXX department Supervisor who hung up on my at about 58 minutes with no call back and while trying to connect me to customer Service.

Company response to consumer: Closed with explanation