Consumer complaint received 2020-03-27
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Today I received another call from a Carrington support representative stating that the documents I provided to show proof of residency were not sufficient, when yet two weeks ago, Virginia, another Carrington representative stating she was with the complaint center, stated that all of my documents sent were adequate. 

The representative I spoke with this time asked me to submit the same items that had been uploaded to the Carrington document portal again : utility bill and 4506 T form. After I explained that they were already there, she then checked and confirmed they were there and said the underwriter hasn't received a response from the IRS, so I need to provide my tax returns. 

I explained that I was given the option to provide my tax returns or submit the form 4506-T which I did because I didn't have my tax returns. 

At this point, she says that I should write a letter of explanation to Carrington stating that I don't have access to the 4506-T forms. Carrington has been very inconsistent throughout this entire process of submitting for assistance with Mortgage Assistance and the Loan Modification process. I am affected as well by COVID-19 and emailed Carrington per the request and submitted the online form on the main site, and as usual have still not received confirmation of submitting the requests. 

My issue that although Carrington pushes its clients to email and upload documents to their Loan portal, they aren't actively checking the documents that are posted. Each time someone calls me, there story and analysis of what's needed to move my case further is different and then, I am notified, once again that documents have not been received. I am writing a formal complaint to the TX Department of Savings and Mortgage Lending as well and have recorded all calls that have come from Carrington when I sue them for malpractice of resolving and helping its customers with Loan Modification goals. 

To top if off, I am now asked again, to send a cable bill and a letter of explanation that I don't have access to my Tax Returns, which once more, of course I don't ... I sent the 4506-T to supplement that.Additionally, I have recorded calls with the agents I have spoke with that have given me different story after story on where my file is in the process and the stories are always profoundly different. I will upload the " cable '' bill tonight and I was asked to call back in a week to check the status again, which I am continuing to record calls as this will be sent to the Office of the Attorney General and Legal counsel as well. 

-- -- - Forwarded Message -- -- - From : XXXX XXXX   XXXX To : XXXX XXXX Sent : Wednesday, XX/XX/XXXX, XXXX XXXX CST Subject : Please Help Me - Fw : Mortgage Document Upload I am urgently writing for your time, consideration and attention to a matter going on behind the scenes with your company. I submitted my Mortgage Assistance documents to Carrington, timely, and the office closed my account, even though I have proof as seen in the attached items that my documents were submitted in time. 

The team assigned to assist me has been rude and not willing to go the extra mile to explain why even though my documents were submitted in time to have a loan modification made, they closed the account on XX/XX/XXXX, when I had my documents in by the XX/XX/XXXX at XXXX. 

Would someone please call me? I have never seen this before and it's quite embarrassing as I am a lender myself and didn't know that the Carrington Mortgage Assistance team would do such a thing as there's a trust factor that has been broken. In the past before my crisis, I paid my mortgage on time and even made more than the monthly payment. 

I am getting back on my feet and it's a struggle to be trying to work out a way to pay your mortgage and not getting help from the agents that are supposed to help you stay in your home if you are trying. 

I wanted to bring this all to your attention so that you would at least have an idea of what goes on behind the scenes in a company that you have invested time, money, your life into. 

When the Mortgage Assistance team kept saying that they had lost my documents and they weren't received, I sent them screenshots of my documents showing up in the same portal where they had received all of my other documentation in the past, and they kept coming up with more and more excuses, saying that my documents were not submitted on time, which the portal shows that they were. I really just need some help. Would you please help me get an affordable payment? Once I am reestablished, I will be working towards tripling the payments so I can get to the point of not having to have too much left on the mortgage at all. 

Even though I spoke with XXXX XXXX, a supervisor over the Mortgage Assistance team and she reassured me she would follow-up and help, she is no longer responding to my emails or calls? I am not trying to walk away from my mortgage, I am a hard worker and supporting XXXX children, I am fully capable of recovering from this crisis and just need some help and support to keep a roof over our heads. 

Thanks so much for your valuable time. 

Kindly,

Company response to consumer: Closed with explanation