Consumer complaint received 2023-06-28
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: AZ
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/2023 a payment in the amount of {$2500.00} was made to our previous mortgage company, XXXX XXXX XXXX, for that months payment. On or about XX/XX/XXXX of 2023, our loan was transferred to another company called Carrington Mortgage. I made our first payment to Carrington via representative on XX/XX/XXXX in the amount of {$2500.00}. The representative informed me that the payment was applied and the conversation ended. Fast forward to XXXX. I made this months payment on the XXXX in the amount of {$2500.00} via the mobile app. The payment posted, however, I noticed that the payment due date still said XX/XX/2023. I was confused since I had already made a payment to Carrington for the month of XXXX. I called customer service and explained the situation. The representative informed me that after Carrington received the loan, XXXX XXXX XXXX sent a letter stating that they never received XXXX 's payment from us and that Carrington needed to send the payment over. So, according to Carrington, they sent the payment to XXXX XXXX. I was not aware that mortgage companies can do that, especially since the XXXX payment had nothing to do with Carrington. Our loan was still with XXXX XXXX at the time. Shouldn't that issue be taken care of between XXXX XXXX and us? On top of that, we were never notified by XXXX XXXX that we were a month behind. Usually they send out a letter and we know that because at one point we were a month behind but got caught up. I had to make our mortgage payment to XXXX XXXX via cashier 's check from my bank and then mail it in. I have a record of the check being cashed for XXXX payment provided by my bank. I called XXXX XXXX after receiving this information from Carrington and explained the issue. The representative agreed that our payment was made in full and we have no outstanding balance. I asked when the payment posted and she said it was made using a check on the XXXX of XXXX. She said they have never sent a letter to Carrington requesting payment and that they are lying. She also stated that they never received a payment from Carrington in the system. I called them multiple times regarding this issue. The automated system for XXXX XXXX also states that my payment was received XX/XX/XXXX and that my loan is now with a new company. Carrington is lying and I'm not happy about it. I contacted Carrington again relaying the information and they said that it wasn't Carrington 's fault and that XXXX XXXX needed to fix the issues. I still have not received any sort of documentation from XXXX XXXX stating that my payment is missing and/or late ( because it's not ). I did, however, receive a nice NOTICE OF INTENT TO FORECLOSE letter from Carrington date XX/XX/2023. I am freaking out because I am a month behind and they are already coming at me with an intent to foreclose. I DID NOTHING WRONG!!! All of my payments were made. I should not be a month behind. I feel as though Carrington is stealing my money and I want it to go to my loan. I have all of the documentation proving that the payment was made to XXXX XXXX prior to Carrington receiving our loan. XXXX XXXX provided me with a XXXX statement proving that my payment was made and the date it posted. I spoke with Carrington about the possibility of this situation having a negative effect on my credit report and was advised to try to make a double payment. I can't afford to make a double payment! Since Carrington received my loan, they stated that I have 60 days to make payments without getting late fees or foreclosure letters, yet, I have a letter AND late fees. I have faxed all of this information to Carrington and I am not hearing anything back from them. They said that their investigation can take up to 30 days to complete. I don't have 30 days and I don't trust them at all to handle this situation since it is their fault to begin with. How can a mortgage company so willingly give a payment away to another mortgage company? Especially without letting the customer know what is going on.

Company response to consumer: Closed with explanation