Consumer complaint received 2019-05-21
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NC
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
Dear Sir/Madaam : I have a USDA loan, 30 yr. fixed 5.5 % interest rate. I begin trying to get assistance from my mortgage servicer, Carrington Mortgage, in XXXX, XXXX. I made all mortgage payments up through XX/XX/XXXX even after being unemployed. This company has admitted on several occasions that they have a high volume of cases and that should not be at the expense of the consumer. To force me into Bankruptcy after I am more than capable of making my mortgage payments is unacceptable. I am attaching a list of all information that was requested by Carrington over the course of 10 months. Each request was due to a conversation that precluded from another request for documentation from Carrington and/or another cancellation of my request, forcing me to apply again. There are so many dates to this process that I actually have a huge box full of documents that are mostly requesting the same information over and over again. The RMA documents ( applications and re-applications ) were sent in XXXX, XXXX, XXXX, XXXX and now again, XXXX - because they denied me in less than 30 days from the last letter I received this month stating that I had 45 days for their decisioning. They told me today, that my request was just denied today for not providing a statement regarding my income from my temporary agency from XX/XX/XXXX through XX/XX/XXXX. I even mailed them two payments back in the fall of XXXX, only for them to return it as they stated that it wasn't enough to cover the outstanding amount ( that would have brought us within a couple of months outstanding along with the excess in the account ). Today they also emailed me a letter that I never received and it has this request as the last bullet but is dated XX/XX/XXXX. I have spoken with several representatives and have received what we thought would be satisfying information from two. I followed both their instructions, submitted documentation timely and was never asked to provide an explanation of my temp agency until today after " I feel '' that it was generated today while being placed on hold. They never asked about this income from XXXX until today. I have been told in the past that I was denied for the following reasons which resulted in my reapplication : documentation was not received, documentation was not received timely, I didn't make enough money even with my temp job and my spouse 's income and XXXX, that I would never be able to catch up, you're being cancelled because you can not be reached and your explanation of income with Talent has not been provided. I have a letter from them stating that they will be moving forward with foreclosure beginning next month. 

I want to complain and will be filing this with other entities as appropriate because this company needs to be investigated for its practices. I'm sure that I am not the only borrower who is experiencing this issue. I have been emailing, faxing and/or uploading documents to them since last XX/XX/XXXX.

Company response to consumer: Closed with explanation