Consumer complaint received 2019-03-03
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I am a current customer with Carrington Mortgage Company. My loan was transferred from XXXX  XXXX XXXX around XX/XX/XXXX. Prior to the transfer, I was approved for a loan modification with XXXX XXXX XXXX. The modification was effective XX/XX/XXXX. The documents ( Loan Modification Agreement, Subordinate Note, Security Deed ) were signed, notarized, and filed with the state of GA on XX/XX/XXXX. XXXX XXXX XXXX has sent the the final documents to keep for my records prior to the transfer. 

This is an approved and legally-finalized document that I have. XXXX XXXX XXXX has transferred the documents to Carrington Mortgage and I have submitted copies Carrington Mortgage via email an uploading online. From XX/XX/XXXX to XX/XX/XXXX I have communicated with Carrington about updating my account. I was advised several times that my documents were in imaging and that it usually takes 30-90 days for updates. 

I had not received a follow up call nor a letter in the mail nor email notification about my account. Everytime I called I have been through the same response, my documents were still being imaged. I thought I had a breakthrough XX/XX/XXXX when I spoke with a representative who viewed the documents and realized that what I had been calling about needed to be addressed and that my account needed to reflect that. She forwarded my account to her supervisor and told me to call that number in 3 days. 

I called back a few days letter and the representative on the phone stated that the Supervisor reviewed my account and said that my loan information with Carrington would not change because of a document that he viewed from XXXX  XXXX XXXX stated that my loan modification was cancelled XX/XX/XXXX. That is clearly inaccurate because I have the final modification agreements signed along with XXXX  XXXX XXXX signatures and notarized XX/XX/XXXX. Rather than doing his research to view the most current legal documents, he opted to go by a form that was dated XX/XX/XXXX. By the way, my modification was not cancelled, I made all of my payments on time during the trial period thus leading to my final approval for the modification. I have been paying more than what is stated in my modification and my interest rate has not changed with Carrington. I went from an approved interest rate of 4.25 % and monthly payment of {$520.00} to Carrington charging me {$650.00} per month at the same interest rate before my modification ( 5.25 % ). That is a big difference in payment and I'm having to pay the latter because of paperwork errors on Carrington Mortgage and possibly XXXX  XXXX XXXX 's part ( if all documents weren't transferred over correctly ).

I have exhausted all of my time and energy into this matter. now I will have to spend money for legal fees to resolve this issue. I believe Carrington Mortgage is practicing illegal mortgage tactics to keep me paying more than I could afford and refusing to honor a legal document that has been filed in the state of GA since the loan is FHA. I have evidence of dates that I've called them to resolve this matter, an email that was sent to address this issue, and yet I am not being taken serious as a consumer as to what my rights are in this matter. I know by law that they're suppose to follow the modification sent over by XXXX XXXX XXXX and that it is in violation of my rights as a borrower to continue following the old loan agreements when a new one has been legally and contractually approved and signed off before my transfer. 

Maybe there is mishandling of how documents are transferred/processed between XXXX  XXXX XXXX and Carrington Mortgage especially when it come to completing a home modification prior to transferring loan. I don't know but I want this matter resolved.

Company response to consumer: Closed with explanation