Consumer complaint received 2020-06-22
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: MD
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
I received a letter from XXXX XXXX  XXXX Executive Director XXXX XXXX XXXX regarding my mortgage being transferred to a Fraud for Profit/ Rogue mortgage company ( Carrington Mortgage ) that was a collection agency at one point. I e-mailed XXXX twice and talked by phone with my Case Manager and the Escalation Dept.  representative more than twice ( Escalation Dept. POC - XXXX XXXX XXXX regarding the rogue company and my disdain for being transferred to a company with over 362 complaints with the XXXX  and several hundred complaints on other sites. XXXX provided me with an incorrect escrow statement, and they would not send me the updated paperwork with the correct figures. My mortgage payment was increased significantly given this error, and given the issues that Carrington Mortgage intentionally creates for their customers, I wanted to everything corrected in writing before being transferred, and I wanted to have the opportunity to see the corrections, but I was refused. I contacted my Homeowner 's insurance company to decrease my homeowner 's insurance as well, given their automatic increase ( that I didn't need ) increased my mortgage payment as well. I had said information ( updated homeowner 's insurance payment of {$1200.00} ) faxed to my Case Manager ( I have to locate her name and contact information ) so that said information could be sent to Carrington Mortgage when everything else was transferred. However, the communication from XXXX was not very helpful regarding. Said mortgage was transferred on XX/XX/XXXX by XXXX XXXX XXXX. I didn't see anything in my contract to authorize a transfer especially to a company that has hundreds and hundreds of complaints regarding illegal practices, to include fraudulent behavior and actions towards their customers that include illegal escrow activity, stealing money, not applying payments correctly, increased/erroneous fees, fraud for profit, which violate RESPA & other regulations. I contacted XXXX more than twice to ask if they would transfer my loan to a reputable, fair company, and I received no answer to my online inquiry that I could see. I was told via phone by XXXX XXXX XXXX XXXX Escalation Dept. Representative XXXX they XXXX has the prerogative to transfer loans. I referenced that it is against RESPA to transfer loans to rogue companies like Carrington Mortgage Services. Additionally, XXXX XXXX per XXXX XXXX in the XXXX Escalation Dept. ) provided me with an incorrect escrow analysis, which increased my mortgage payment from {$1900.00} to {$2100.00}. The added an additional school tax of {$1400.00} XXXX which was supposed to only be an estimate as referenced in the analysis ), but it was added in erroneously and my mortgage payment increased to {$2100.00}. XXXX XXXX XXXX XXXX XXXX stated that the escrow analysis would be corrected since it was Chases fault and sent to Carrington Mortgage. My new payment, per XXXX XXXX in the Escalation Department, should be {$2000.00} XXXX escrow balance being {$1200.00} instead of {$1900.00} XXXX. The correction was never made by XXXX, and XXXXarrington doesnt have, but needs that information to correct my mortgage payment. My homeowners insurance also increased from {$1400.00}, but was decreased ( per my request XXXX to {$1200.00} in XXXX and the information was sent to XXXX. Said homeowners insurance also affects my mortgage payment amount. Said information was not sent to Carrington, and XXXX needs to forward said information and ensure that someone actually receives it because Carrington has a habit of rogue activity. Carrington is a debt collector, per their recording, turned mortgage servicer. They are also a predatory lender and a fraud for profit organization. I need for XXXX to correct my escrow analysis as promised and send the corrected information to the new servicer ASAP. My actual preference is to be transferred to a reputable servicer. After speaking with XXXX Executive Office ( XXXX XXXX, ext. XXXX ), I was not heard at all. My complaint fell on deaf ears, and the individual argued with me instead of attempting to assist me with my concerns. She quoted the normal law of, mortgage servicers have a right to transfer loans, and I communicated that my loan should not have been transferred to a rogue, fraud for profit company like it was. The FBI lists such companies as companies they heavily investigate and shut down. Why XXXX does business with such companies that are actually predatory lenders, is puzzling, placing their loyal customers in jeopardy of losing their homes. I contacted Carrington twice. The first time I couldnt get through to anyone, and the second time I called with a XXXX representative by the name of Ms. XXXX XXXX she was very helpful ) and we stayed on hold for 45 minutes before being assisted. We were able to speak to a supervisor to explain the escrow issue made by XXXX, and she stated that the mortgage payment amount that they have on file for my loan is {$2100.00}. She also stated that she would honor the forbearance that I was placed on my XXXX through XXXX, and that my mortgage payments would be due starting in XXXX. However, she stated that she never received the forbearance paperwork from XXXX so those documents need to be sent to Carrington by XXXX ASAP. The conversation continued with the Supervisor at Carrington, and then she hung up on us or was disconnected, and she never called me back. This is another complaint referenced by others online and through the XXXX. Carrington seems helpful at first, and then there is nothing. I want this issue to be escalated to Carringtons Executive Office as well to ensure that the servicing of my loan stays within the law, remains as it was with XXXX without the padding of my escrow, and remains without fraud for profit or predatory activity. 
I have attached some of the complaints that I have found against Carrington Mortgage, and most of the complaints are the same, fraud for profit and scam related activity. Some of the complaints were found at : XXXX XXXX   XXXX. 

Please help me, as I have a USDA loan, I am a 100 % XXXX veteran on medical leave without pay, and a single mother with XXXX college students. I need to have my mortgage transferred back to XXXX or to a reputable company. Carrington Mortgage Services, has a long history of bad customer service, stealing money from consumers by not signing or processing insurance check payments for home repairs due to  damage, not applying payments properly, erroneous fees, rogue escrow activity that includes increased fees for no reason, being dishonest in their efforts when responding to complaints or consumers, not applying payments properly and then charging customers additional fees for mistakes that Carrington made intentionally, replying to customers w/ mostly untrue replies and said replies didnt address the customer concern ( s ). I have a USDA loan. I have contacted the MD Attorney General & the Consumer Financial Protection Bureau. Please help me! 
XXXX XXXX Number : XXXX Carrington Loan Number : XXXX I was placed on a forbearance with XXXX prior to XX/XX/XXXX due to COVID-19 and my being on medical leave without pay. The forbearance goes through XX/XX/XXXX. 

I want XXXX and Carrington to do their jobs ASAP so that I am not stuck with excessive/erroneous fees based on Carringtons reputation. 









I would like for XXXX to correct the escrow analysis asap as they promised. The incorrect analysis increased my mortgage payment from {$1900.00} to {$2100.00}. They added an additional school tax ( referenced as property tax on the analysis ) of {$1400.00} ( which was supposed to only be an estimate as referenced in the analysis ), but it was added in erroneously, and my mortgage payment increased to {$2100.00}. I am a 100 % XXXX veteran so I don't pay property taxes so that needs to be referenced so that Carrington Mortgage doesn't assume that I pay property taxes. I would like for the complaints against Carrington to be read and analyzed because I don't want to experience such issues. XXXX XXXX XXXX XXXX XXXX stated that the escrow analysis would be corrected since it was Chases fault and sent to Carrington Mortgage. My new payment, per XXXX XXXX in the Escalation Department, should be {$2000.00} XXXX escrow balance being {$1200.00} instead of {$1900.00} XXXX. The correction was never made by XXXX, and Carrington doesnt have the updated information, but needs that information with a corrected mortgage payment. My homeowners insurance also increased from {$1400.00}, but was decreased ( per my request XXXX to {$1200.00} in XXXX and the information was sent to XXXX XXXX Attn : XXXX XXXX, my former case manager at XXXX XXXX. Said homeowners insurance also affects my mortgage payment amount. Said information was not sent to Carrington, and XXXX needs to forward said information and ensure that someone actually receives it because Carrington has a habit of rogue activity. Carrington is a debt collector, per their recording, turned mortgage servicer. They are also a predatory lender and a fraud for profit ( FBI takes these type organizations seriously XXXX organization. I need for XXXX to correct my escrow analysis as promised and send the corrected information to the new servicer ASAP. My actual preference is to be transferred / placed with a reputable servicer, not Carrington Mortgage. If mortgage companies have a right to transfer loans, said loans should be transferred to reputable, legal companies, and to not companies that have a history of illegal activity and illegal practices. 

My complaint involves two companies : XXXX XXXX XXXX Carrington Mortgage Services , LLC XXXX Actually a Debt Collector ) Loan Servicing XXXX Carrington Mortgage Services LLC Carrington Mortgage Services , LLC provides mortgage lending services. The Company offers a range of mortgage services, including refinance and loan origination. 

FOUNDED XX/XX/XXXX ADDRESS XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX United States PHONE XXXX WEBSITE www.carringtonms.com Executives NAME/TITLE XXXX XXXX Exec VP : Mortgage Lending XXXX XXXX Senior VP : Capital Markets XXXX XXXX Senior VP : Marketing

Company response to consumer: Closed with explanation