Consumer complaint received 2017-12-19
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
My loan was originally with XXXX XXXX XXXX starting in XX/XX/XXXX. We refinanced the loan with XXXX XXXX XXXX in XX/XX/XXXX. Up until XX/XX/XXXX, I had always made my payments in the branch. In this seven-year time period, I was never late on my mortgage payment. I 've attached proof validating this claim.

In XX/XX/XXXX, I went into my local branch to make my XXXX payment and was informed that my loan was no longer with XXXX XXXX XXXX and they could n't provide me with the information of where it was transferred to. A few days later, I followed up with the rep at the local branch and was told that the mortgage was transferred to Carrington Mortgage and not to worry about the XXXX payment since the transfer just happened. I was given a number to contact them so that I could make my XXXX payment. 

I contacted Carrington to make my XXXX mortgage payment and was told that there was no record of my loan being transferred to them. I was told that if the mortgage was recently transferred that I had 60 days before the transfer would be completed and not to worry about the XXXX payment. 

I will be completely honest, I truly thought that since everything was being transferred, that there would n't be a payment due for XXXX ; especially since i was informed by two different individuals from two respected companies. Maybe it was in the way that the message was relayed. At no time, up to this point had I received any correspondence pertaining to the transfer of my mortgage. 

In XXXX, I made my first payment with Carrington. I then made my XXXX payment. It was n't until the end of XXXX that I was made aware that my loan was 30 days past due. This was the first time that anyone from Carrington had contacted me to tell me that my loan is past due. 

I was confused about this phone call because I did n't realize that the payment in XXXX was still due. I informed the rep that I was under the impression that the mortgage would commensurate once the transfer was completed with no payment due in XXXX. The other issue was that I did n't have any available funds to get caught up. I explained everything to the rep and asked if there was anything that could be done to help. I even told her that when I spoke with both XXXX XXXX XXXX and when I tried to make the payment with Carrington, that since I was given the same information, I stated that this came at an awesome time for the holiday. I would like to believe if that was n't the case, Carrington could 've corrected me at that point. She said no that was n't the case and that is not a problem or concern of theirs, and insisted that I immediately make a payment. 

This conversation also came at an unfortunate time where our daughter had a severe family medical emergency which placed a huge financial strain on my family. It was not until XXXX that we were able to get caught back up on our mortgage, in which Carrington reported a 30-day late payment for the months of XXXX and XXXX. 

We recently sold our home and are in the process of purchasing a new home. Because of the miss-communications and the timing of my daughters illness, the late payments are effecting my ability to acquire VA financing on our new home. 

Prior to the sale of our home, I contacted Carrington Mortgage on XX/XX/XXXX, with my new loan specialist via a conference call. After an hour on the phone with them to get to a supervisor, we asked to provide us with any information that they could showing any messages left or contact made with me stating any differently. We were told that multiple letters went out and they could all be found online, including the letter that was supposedly mailed stating Carrington was going to be the new servicer of the loan and the RESPA guidelines that gave me 60 days before things started to be reported. I informed her that there were no such letters online, except for titled Loss Mitigation from ( screen shot attached along with the letter itself ). She stated that the XXXX letter was the same letter mailed on multiple occasions and that everything that is mailed to me is online. I again informed her that there were no other letters, asides from the one, and that I never received anything. I asked her to please review the history of attempts that were made to me and I was told that there were alleged calls made with no voicemails and that the first time that we made contact was in which I mentioned in this complaint. I asked if there was any way to listen to any calls that were had with me and was told that they are not available. 

I was instructed that the only way that we could dispute this information is to send a request in writing to Carringtons dispute department. I was told that there is a 30-day turnaround time for this request. On XX/XX/XXXX, I faxed the letter to Carrington ( attached ) pleading my case and hadnt heard anything from them within their stated 30-day timeframe.

On XX/XX/XXXX, I contacted Carrington since I hadnt heard back. The rep stated that they mailed the info to me to my old address. The rep read the letter to me. The new issue that came up was that claim to have had a conversation with me on XXXX. This was untrue, and I asked the rep why I wasnt told this when I initially called in XXXX questioning the history. She said that she didnt know and could only read us what she had in front of her. I asked who I can speak to in the disputes department and was told that the decision is final and nobody else can help. This is what lead me to this complaint. 

In my original request, I made a heartfelt request to take into consideration the following : The miscommunication/misinterpretation of the communications with/from XXXX XXXX XXXX and Carrington Proof of payment history, reflected on my credit report showing Ive never been late on a Mortgage payment in my life The fact that at the time this was discovered/ my daughters medical needs put us in an impossible situation That once we were financially able to rectify the situation, we did and have not been late since The fact that this is going to damage the ability to get VA financing on our new home I do not feel that they are being truthful, nor have they been able to provide me with any supporting documentation. Ive asked them to fax me this correspondence twice and to have it mailed back to me. I have yet to receive either. This company has had the worst customer service and will never allow me to speak to anyone in authority to help with this matter.

Company response to consumer: Closed with explanation