Consumer complaint received 2018-02-05
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX XXXX XX/XX/2018 Carrington Mortgage Services : Escalations Team XXXX XXXX  XXXX XXXX, IN XXXX Loan Number : XXXX Last 6 of SSN : XXXX Escalations Team, XXXX : I am needing a letter from Carrington stating that I am currently up to date on my mortgage loan and without any outstanding balances ; or late payments. The late payment reported to the credit bureau should have never been reported due to Carrington making a mistake on an escrow analysis. I need this so that my lender can re-score my credit score and allow me to purchase a home. I was told by Carrington that I would receive an email stating this and now I am being told that I wont ; that I must continue to jump through hoops to fix a matter that wasnt my doing. I will take drastic measures to fix this as soon as possible. I am currently living a friends house with a family of XXXX and currently XXXX XXXX in the United States XXXX XXXX ; I don't have the time to weight around for 30-60 days in order to resolve this. 
Today I find myself in a terrible bind. Back in XXXX, I received a notice about our monthly payments increasing ; Carrington mentioned over the phone that it was due to having two separate insurances. My initial monthly payment was approximately {$620.00} and after your company conducting an escrow analysis it jumped to $ XXXXall values given throughout this letter are approximations, because we don't remember exact amountswhich is a ridiculous amount to pay compared to the homes value. I had set up an automatic payment program through your website to escape the stress of having to do it manually every month. Unfortunately when the money was going to be pulled from the account, there was not enough funds for the payment being request from Carrington ; again due to our monthly payment going up from a mistake caused by you, not I. When I contacted Carrignton, I was told that the monthly payment went up because of our insurance. After going back and forth with multiple Carrington representativeof whom were very disrespectful and incompetenceI found out that this was all caused by your company thinking I had two insurances. I then had to jump through hoops to try and fix an issue your company caused and continuously failed to correct on their own. I contacted my insurance provider on multiple occasions and had her contact Carrington to try and explain to you that I should not be paying this much ; that all you had to so was run another escrow analysis and figure out I only had one insurance. Well as you all ready know, this takes time and while this was occurring I kept paying extra. Back in XX/XX/XXXX your company placed a payment on escrow hold because it wasnt the total amount ; this is absurd and why I am in the this issue today. Once I called I payed all due payments and fees I needed to pay to make my account current. While this was going on I was told by Carrignton that this issue, once resolved, would be easily rectified by them sending me an email stating the mistake and I would also receive some sort of reimbursement by a mailed check or lowering one moths payment for all the extra money Ive payed from your mistake. To date I have not receive a single amount of compensation nor the email needed for me to fix this issue and get it off my credit report. The results of Carringtons mistake has now left mea XXXX XXXX XXXX, with a family of XXXX without a home to live inin a friends house and unable to be approved of a VA loan in order to purchase a home. Today I contacted Carrington once again because my lender asked me to contact you to try and get this email stating your fault emailed to me so that she may re-score my score and qualify for a loan. All I have gotten from your company is disrespectful representatives who have been all but productive and positive about my concern. A repressive by the name of XXXX replied after being asked to transfer me to a superior or supervisor said Ugh nah, nope. This is complete unacceptable and a lack of responsibility on your part as a company who prides themselves for customer care. I have read multiple reviews online about issues like mine and all are just disgusting. I don't know how your company is able to run in this type of environment. Finally, I was able to reached a representative who told my lender over the phone that you guys were at fault and that I have never missed a payment, that it was your fault but my lender needs it in an email with your letter headed stating it from your party. I will contact Consumer Financial Protection Bureau ( CFPB ) and will file a complaint for this matter. Even though your company was responsible for this inappropriate and stressful situation for me then ; when I had to then pay extra money, jump through hoops to get your problem fixed for me. Now I must do the same because you caused this issue, you told me you would send me an email stating I have been up to date on my loan and never caused a late payment on my part. I am an XXXX XXXX XXXX, 11 years in the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX   XXXX and now I have a family of XXXX XXXX in someone elses house because I received orders to move to another station and now can not purchase a home because of your incompetence for lack of a curse word. Please fix this now! 

Ps : The attached file contains the screen shot of my account with Carrington being current and up to date. 

Sincerely yours, XXXX XXXX

Company response to consumer: Closed with explanation