Consumer complaint received 2019-08-27
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
My complaint is with my current mortgage lender Carrington Mortgage. I have tried to work out a payment arrangement because I am not eligible for Loss Mitigation Request. My original loss mitigation request was granted last year in XX/XX/XXXX. I was on a trial payment for 4 months and the Loss Mitigation was granted XX/XX/XXXX. Unfortunately, I became ill from a chronic illness that I have been battling with. I was hospitalized and had to go for treatment on an outpatient basis. During this time, I was upside down with online pay advance lenders and the lenders were deducting their fees from my paycheck. Carrington Mortgage had a representative come to my home in XX/XX/XXXX to advise me to apply for another Loss Mitigation request so I could catch up with my mortgage payments. The first application I submitted was in XX/XX/XXXX, it was denied because I was missing information that was needed for the underwriters to review. I applied again, submitted my papers in XX/XX/XXXX. This time I included both of my sons on the application to show that we were able to make the back mortgage payments within a reasonable time period. XX/XX/XXXX, I had emergency XXXX and was hospitalized for a few days, during that time under heavy medication, I received a call from the Loss Mitigation Department.. a few hours after I was out of recovery and was told that Carrington could not use my youngest sons information because he did not have any bank statements, even though he is paid every week by check. I was giving a deadline of XX/XX/XXXX to provide proof that the {$200.00} he was paying me once a month was deposited into my account. I was released from the hospital and out of work for 5 weeks. I contacted Carrington Mortgage and was told that it would be better that I removed my youngest son as an additional applicant so the application could be processed. I was seeking a payment plan to pay the arrearage and current mortgage. The Loss Mitigation Department denied my request because of my oldest son and my debt to income ratio that included my student loans, medical bills and car payment. I submitted my younger sons paystubs and it was never processed. I was told by the representative that the paperwork was not received by the deadline. I disputed this over the phone and another representative located the paperwork that was emailed 1 day before the deadline. XX/XX/XXXX, I asked that the decision be appealed because the debt to income and payment of arrearage mortgage and current mortgage could have been paid within 6 months if my youngest son 's income was included. I was told that I had to complete another application and in XXXX we were denied again because Carrington Mortgage stated that FHA guidelines would only allow us to catch up 6 months of back and current mortgage. I explained that I could make payments arrangements with my student loan which appeared to be the largest debt. Again I appealed this decision XX/XX/XXXX and was denied. I applied again XX/XX/XXXX and was asked for additional information for both of my sons, this time I provided them with my youngest son 's XXXX account. Additional information was requested and sent on XX/XX/XXXX. Then on XX/XX/XXXX, I was involved in a serious car accident, hit by a driver who was under the influence driving a company 's truck, the other worker who was the passenger died at the scene of this accident. I contacted Carrington Mortgage on XX/XX/XXXX and was told to provide a copy of my insurance who totaled the vehicle out. I also provided information regarding my GAP insurance. I was denied again because now it is nearly impossible to pay the back mortgage and current mortgage within the 6 month time frame that according to Carrington Mortgage FHA will only allow us to pay back mortgage and the current mortgage within a 6 month time frame. I applied for Loss Mitigation again XX/XX/XXXX, explaining my debt to income ratio no longer includes a car payment. Also as a XXXX worker, I can pay a discounted monthly rate towards my student loan. and again explaining that my online loans were settled. and again I was denied for a payment plan. I have lived in my home since XX/XX/XXXX and my family and I do not have anywhere to go! As stated with all of my appeals and refilling for Loss Mitigation assistance if Carrington Mortgage processed my youngest sons income back in XXXX, we would have been able to pay the back mortgage and current mortgage within the 6 month time frame. Instead we are being penalized because the paperwork was not processed nor were we advised properly as to include my youngest son as an additional applicant in XX/XX/XXXX. I understand that I am the one who fell behind in with my mortgage and it is my fault however I want to be able to keep my home and I understand that I am responsible for all outstanding mortgage payments. I filed Bankruptcy in XXXX and decided to keep my home so I do understand my obligation. Please let me know what I can do to save my home.

Company response to consumer: Closed with explanation