Consumer complaint received 2015-07-22
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My mortgage was sold from XXXX to Carrington Mortgage Services in XXXX, and I have had nothing but problems since. For 11 years I have paid my mortgage to XXXX at the mid-month prior to the due date ( e.g., paying the mortgage due XXXX XXXX on or about XXXX XXXX. ) This is to ensure the payments go through and gives me time to react if a payment is not processed correctly. This has thankfully never happened -- until Carrington. 

I was informed by Carrington via a XXXX XXXX letter that they would assume accepting my mortgage payments as of XXXX XXXX. This should not have affected my XXXX XXXX mortgage payment to XXXX, as I was not even aware my mortgage was being transferred. Prior to the transfer, and due to some unexpected bills and financial flux, I paid my XXXX XXXX mortgage to XXXX in XXXX halves on XXXX XXXX and XXXX XXXX. This is where the problems seemingly started. On XXXX XXXX, after diligently ensuring the payment routing information was correct, I made my XXXX XXXX mortgage payment to Carrington per their instruction. At the beginning of XXXX, after setting up my online account with Carrington, I checked my payment history, only to find out I was somehow now behind in my payments. Since then, I 've been getting the run around from this company. 

Their story was that XXXX credited the split payment made in XXXX as additional principal, and not as my XXXX XXXX mortgage payment. They informed me they would remove the full mortgage payment from my total principal paid, and credit it as my XXXX XXXX mortgage payment. This did not happen. On XXXX XXXX, I called back to find out why it did not. " XXXX '' informed me she was aware of the situation, that she had e-mailed the issue to her supervisor, and that her supervisor had e-mailed the finance supervisor to fix the issue. Now, the additional principal was to be drawn out of my total principal and applied as my XXXX XXXX mortgage payment. Again, this did not happen. 

I called back on XXXX XXXX and spoke with " XXXX. '' After an interminable hold, she informed me a supervisor would look into the issue and contact me in 24-48 hours. That did not happen either. I called back on XXXX XXXX, and discussed the issue with " XXXX, '' ( female ) who informed me that she would send another e-mail to finance to inform them of the issue, but that it was possible the issue was being worked, since fixing my account could take up to 15 days after my previous call of XXXX XXXX. 

On XXXX XXXX, after realizing there was still no resolution to my issue, I called Carrington again. After another interminable hold, " XXXX '' put me in contact with a supervisor, " XXXX, '' who said I needed to provide all my bank statements from XXXX onward to prove I had made the payments I claim. On XXXX XXXX, my bank faxed all pertinent documentation, with annotation, to " XXXX '' at the e-fax number he provided ( XXXX. ) I sat down and combed through my financials and have ascertained the following : Per my bank, I have made payments as follows since XXXX - {$620.00} - to XXXX ( half my XXXX XXXX mortgage as explained above ) XXXX/XXXX/2015 - {$620.00} - to XXXX ( half my XXXX XXXX mortgage as explained above ) XXXX/XXXX/2015 - {$1200.00} - to Carrington ( for XXXX XXXX mortgage* ) - transaction # XXXX - {$1200.00} - to Carrington ( for XXXX XXXX mortgage* ) - transaction # XXXX - {$1200.00} - to Carrington ( for XXXX XXXX mortgage** ) - transaction # XXXX - {$1200.00} - to Carrington ( for XXXX XXXX mortgage*** ) - transaction # XXXX I paid {$1200.00}, vice my regular mortgage of {$1200.00}, as prior to the mortgage transfer XXXX had informed me of an escrow shortage requiring an increase of {$4.00} per month** I went back to paying {$1200.00}, as Carrington apparently was n't informed of the escrow analysis by XXXX*** Per Carrington '

Company response to consumer: Closed with explanation