Consumer complaint received 2018-01-31
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Loan was transferred to XXXX XXXX XXXX XXXX in XX/XX/XXXX. New servicer stated it would take system 60 days to stabilize due to the influx of loans transferred from XXXX to Carrington throughXX/XX/XXXX. 
- Comments : Please research the discrepancy listed below. 

Issue : Fradualent, unfair business practice. Conflicting payment amount information listed through online payment portal compared to information available to customer service center system. 
Due to these deceptive practices I am now accessed additional late fees, in jeopardy of accelerated foreclosure proceeding which incur attorney fees and fees to examine property, detrimental erroneous credit reporting delinquency, and possible further court appearance by ex-husband to request the property be sold since it shows late payments. 
The hardship was incurred due to XXXX deceptive and fradualent practices. 
- Comments : Please research the discrepancy listed below. 

Issue : I attempted to pay my XX/XX/XXXX mortgage payment online. On each attempt, I was routed to contact customer service at XXXX. 

I spoke with customer service rep on XX/XX/XXXX. I was informed I was unable to pay online and had to contact via phone, because the account showed 3 months past due. XXXX did not see that any late fees for been accessed, yet could not explain why despite the system showing missed payments for XX/XX/XXXX. 

Action Requested : 1. ) I am disputing the information disclosed on todays call as 3 months behind, as I have attached documents obtained directly from Carrington Mortgage Services website from XX/XX/XXXX showing below which was paid : Next payment due : XX/XX/XXXX Total due : {$15.00} 2. ) Next, Ive also attached a copy of the escrow statement received by mail showing : BORROWER PAYMENT STARTING WITH THE PAYMENT DUE XX/XX/XXXX==> XXXX. 

Please advise on this discrepancy as this has dire financial implications leading to erroneous late fees, incorrect credit reporting, and improper foreclosure preceding.I attempted to pay my XX/XX/XXXX mortgage payment online. On each attempt, I was routed to contact customer service at XXXX..

I can not make payment by phone, because customer service says the system would not take 1 singe payment. I needed to make 2 payments since the account was behind. Next option was to pay thru XXXX XXXX..

Action Requested : 1. ) I am disputing the information disclosed on XX/XX/XXXX call as 3 months behind, as I have attached documents obtained directly from Carrington Mortgage Services website from XX/XX/XXXX showing below which was paid : Next payment due : XX/XX/XXXX Total due : {$15.00} 2. ) Next, Ive also attached a copy of the escrow statement received by mail showing.. 

BORROWER PAYMENT STARTING WITH THE PAYMENT DUE XX/XX/XXXX==> XXXX. 

Please advise on this discrepancy as this has dire financial implications leading to erroneous late fees, incorrect credit reporting, and improper foreclosure preceding.

Company response to consumer: Closed with explanation