Consumer complaint received 2018-09-26
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: WI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We originally purchased our home with a local bank in XXXX. We have been in this home since that time, 26 years. We thought we had run across a wonderful deal when we heard of XXXX XXXX XXXX in XXXX & in XXXX we changed our mortgager to XXXX XXXX. This was trouble from day one. I have been trying to get a loan modification since XXXX. I was a customer of XXXX XXXX XXXX then transferred to XXXX XXXXXXXX XXXX, then to XXXX   XXXX XXXX servicing. These were 3 servicers that transferred my loan or bought our mortgage. We were notified until after these transfers were finished but we had no knowledge till after this was done. In XXXX, My husband was facing a XXXX with a long recovery tperiod and I was trying to plan ahead if we should have trouble making our payments due to his recovery time. I talk to XXXX XXXX XXXXXXXX previous to the XXXX to prepare for the worst if it should happen. XXXX XXXXXXXX XXXX gave me instructions on how to get through this rough time and urged us to modify our loan agreement then I followed instructions given by XXXX XXXX XXXX. The instructions did not help me plan for the situation but it led us down a path to being put in foreclosure in XX/XX/XXXX. 
We fought this foreclosure but then we were again transferred to yet another servicer, XXXX XXXX XXXX. We again faced foreclosure and in XX/XX/XXXX, We got included in a Mass Tort Litigation with XXXX XXXX XXXX XXXX, XXXX   after paying {$5000.00} for their service, which we thought would solve all our problems. We received a modification from XXXX XXXX shortly after and made over a year of modification payments starting on XXXX. We called several times to XXXX XXXX in regards to finalize the loan and were told that they could only speak to our attorney We tried contacting the attorney with no news. We received nothing in regards to our loan in the mail in XXXX XXXX. Everything was sent to this attorney that we could not seem to reach by phone. We finally found out that the Law Firm was closed and this attorney was disbarred in XX/XX/XXXX. 
In XX/XX/XXXX, we then got another notice of a sale date and foreclosure XXXX. We realized at this point our loan had been sold yet again to XXXX. We then sought help from XXXX XXXX, a real estate attorney. We could not negotiate with XXXX and had to file bankruptcy on XXXX to save our home. We then were able to get a Modification from XXXX in XX/XX/XXXX and our bankruptcy was discontinued. We made consistent monthly trial payments for the next year each month never late as we were waiting for permanent loan. 
In XX/XX/XXXX we figured out that XXXX sold our mortgage to Carrington Mortgage after we received a loan modification agreement from Carrington Mortgage Services. but we were shocked by the numbers of the amounts we owed so we wanted to do more inquiry before signing the document. Our loan did not show credit for any payments made since XXXX and we had 4 years of undocumented payments with no credit to us or acknowledgement that we had made them. They were pushing us to sign the document and we did not agree with the balances shown. We just wanted to negotiate and understand the terms of the loan and come to some agreement so that we could receive some credit for our many payments. Carrington would not negotiate with us or listen to us and just said they were going ahead with foreclosure. We then got a letter dated XXXX that they were foreclosing and a sheriffs sale was set for XXXX. We did not understand as we were not delinquent at this time and our loan was in good standing with XXXX. Carrington told us XXXX no longer exists and they now own our mortgage. So in desperation, We again filed for bankruptcy on XXXX to save our home. We filed for another modification in XX/XX/XXXX. When I asked again if I could negotiate or have someone answer questions regarding payments that were not applied to the loan, Carrington suggested we submit a Customer Service Research Request, I did that on XX/XX/XXXX. In the meantime we started another modification as they told us we had an XXXX sale date. I was so confused at this time, I was not sure what to do but continued on to submit the Customer service claim and also the Modification AGAIN. Then we were told our modification was denied. I am still not sure what they decided on investigation although they sent a letter I do not understand. We now have a sale date of XX/XX/XXXX. 

We have completed several loan modifications, multiple sale dates, which we have been fighting al this time. We had an independent review and after contacting HUD at one point, our home was sold but HUD made them undo the sale after it was sold. I just want a loan with a fair payment and We have been obstructed from doing so by so many companies. We have had so many foreclosures with sale dates that our legal fees are almost as much as the principal owed. We have more fees owed for interest and late payments that we owe more in fees than the principal owed on the home. We just want to work out a fair deal. This is not a case of us not making payments but to many servicers not communicating or acknowledging payments or blocking us from making them. These fees are unfair and very unclear. I have boxes of documents to prove all of these facts and also checks documented from our local bank proving the checks were cashed and payments were made. 

Please help us, We have been in this home almost 30 years. Our business is here on the property. We have done everything servicers have asked and there must be a way to make this right. We just want to pay our mortgage. I have boxes of documents to prove all of these facts and also checks documented from our local bank proving the checks were cashed and payments were made.

Company response to consumer: Closed with explanation