Consumer complaint received 2019-12-30
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: MS
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I began modification application assistance for my home in XX/XX/XXXX, and started submitting documents about myself and my mother who lives in the home with me and my XXXX daughters. I continued submitting documents as requested to complete the file up to XX/XX/XXXX, which included copies of my last two years of tax returns, to expedite things as advised by an agent with Carrington Mortgage Services who had my loan. I was advised this would move things along without them having to wait for documents from the Form 4506T. I had communication with them from XX/XX/XXXX up thru XX/XX/XXXX to check for whatever was needed to get my file to underwriting. On XX/XX/XXXX, I was told I had a complete package and my file was gone to underwriting and I needed to just check back in weekly to follow up on the process. I went out of town for XXXX, got back to find a XXXX XXXX XXXX agreement on my doorstep. I found also today that the foreclosure was still executed on XX/XX/XXXX, although I was told on XX/XX/XXXX it would be postponed and my file was completed and gone to underwriting. Today the person I spoke to XXXX, claimed the notes of that call were not there, and she had no evidence of the conversation I had with the agent who told me her name is XXXX, I also spoke to on XX/XX/XXXX. I found also today when speaking to the agent from the evictions department that the call from the XX/XX/XXXX was not documented, and the one from XX/XX/XXXX was not documented correctly, with the same woman, who claimed I hung up in process of the call, when I had a whole conversation with her supervisor, or another lady she put on the phone who pretended to be her supervisor. The person advised me what else was needed, and I submitted remaining documents later that day, XX/XX/XXXX. 

XXXX was upsetting to speak with during the call and I did not want to continue speaking to her and asked to speak with someone else. Her documentation is inconsistent with the conversation we had, and she deliberately misled me to believe I had an opportunity for modification when I did not or my file may have still been incomplete, because the evictions person said it was marked in the notes as of XX/XX/XXXX I was advised nothing had been received. This did not happen on the call. She reviewed documents received, and advised me to update my profit and loss statement and send in current bank statements, all of which I did. I have spoke to this XXXX since I got started in XX/XX/XXXXabout documents needed at least 3-4 times. One person reached out to me from home retention with a phone call, and when I followed up, at was at times difficult to be sure if they were doing anything with all the documents I sent in for 2 straight months. I was also advised by this XXXX  early on in the process on a call to keep completing my modification package, and attorneys sending me stuff about foreclosure was just a formality. This was in early XX/XX/XXXX or late XX/XX/XXXX on a call. 

No one consistently followed up or ever sent any packages on workout offers, other than letters to keep telling me things were missing I had already sent. When I called, they would review and say they saw stuff, then say ok send this or that, but it seems they never sent anything anywhere. They kept turning down my documents or saying I didnt have what I needed to be reviewed. It seems they were deliberately putting me off to foreclose on the property. At any rate, I was lied to about the modification process, and foreclosure still went forward, although I was told it would be postponed for the review of my documents. The records and live conversation recordings need to be reviewed. I have every email with attachments I sent in to them, which includes date stamps. No one there was actively working to help me. I never had a case manager or anything.

Company response to consumer: Closed with explanation