Consumer complaint received 2023-03-01
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My XXXXXXXX XXXX was sold to Carrington Mortgage in XXXX with out my knowledge or consent. 
I utilized their website to change payment date from the XXXX to the XXXX of every month and increase my mortgage payment to apply more to my principle payment on XX/XX/XXXX. On Carrington 's website it stated that the payment would be pulled on the XXXX. Payday is on XX/XX/XXXX, Carrington still pulled mortgage on the XXXX causing an NSF and overdraft to my bank account. Seeing this returned payment I called Carrington and they said they would not process the payment again and I needed to make a manual payment for XXXX, I then went on Carrington 's website to make a manual payment since I was told by customer service they do not reapply payments. This payment successfully debited from my account on Monday XX/XX/XXXX. HOWEVER ... Carrington then applied a third payment, which was the original rescheduled automatic draft to my account on the XXXX for the new setup date for the XXXX for the new amount I originally rescheduled on XX/XX/XXXX causing an NSF on XX/XX/XXXX essentially processing XXXX payments that day, one being manual and the other being the rescheduled monthly automatic payment for a total of THREE payments in XXXX. 
Carrington mortgage blocked any ability for me to have any future automatic payments due to TWO NSFs on my account per their policy ( which was NEVER disclosed to me when my mortgage was sold to Carrington and is NOT in my PROMISARY NOTE ), Both NSFs should have never occurred if Carrington honored the payment change I processed and not take out two payments for XXXX. Speaking with Customer Service in XXXX they agreed to remove the block which requires me to mail in certified funds or use XXXX or XXXX XXXX which charge excessive fees. 
I recently had an NSF on Thursday XX/XX/XXXX due to my bank account being short {$4.00} and not having overdraft protection, payday was on Friday XX/XX/XXXX, Carrington blocked my ability to make future automatic payments moving forward siting that I have two previous NSFs, which they agreed to remove in XXXX due to their error. They now claim it was not their error and I am not forced for 6 months to apply manual payments. I am forced to mail in a certified check which costs {$35.00} and send in next day, which costs {$25.00} through the mail in order to accommodate their 10 day processing and not be late by the XXXX of the month and incur a 4 % late fee which is {$86.00}. Because of them back tracking on the NSFs they agreed to remove in XXXX I was charged an {$86.00} late fee for XXXX and will incur another in XXXX due to my paycheck schedule not matching their XXXX processing window. ALSO, my promissory note does NOT state there is a 4 % late charge if payments are received after the XXXX which customer service stated without reviewing my promissory note or providing me written proof with my signature of said agreement. Moving forward I want the {$86.00} late fee reimbursed and automatic payments reinstated and the fraudulent 4 % late fee claim removed.

Company response to consumer: Closed with explanation