Consumer complaint received 2016-11-18
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: AZ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I have been in compliance with Carrington Mortgage Service and I 've been getting the total runaround. I 've furnished information upon their request even though I was informed that a letter of Explanation would suffice, conflicting information has been given to me which caused my file to be closed unjustly. I 've requested that my file be reopened and that I not be held accountable for wrong information provided to me by their Representative nor should I be penalized for contradicting information given to me by them. I have been trying to get a Loan Modification due to financial hardship, however they areextremely difficult to deal with because of their eagerness to unjustly Foreclose on my Home despite my diligent efforts to be in compliance with their requests. Iwas informed by XXXX on XXXX XXXX, 2016 at XXXX, XXXX time of which the call lasted 19 minutes and 47 seconds that I did not have to submit Court Ordered Documents because a Letter of Explanation would suffice which is what I did on XXXX XXXX, 2016 meeting their deadline. He told me to just submit that along with a Revised RMA and I followed his request and his instructions. I am constantly receiving intentional contradicting information from numerous different Representatives which is causing confusion anddistrust. Their Intent to Foreclose on my Home has gotten vicious and aggressive. I called the following day on XXXX XXXX, 2016 and spoke with XXXX in their XXXX, XXXX office at XXXX, call lasted 3 minutes and 33 seconds and he assured me that documents had been received and were being reviewed by the Underwriting Department. He told to follow up in a week, however I received a letter shortly thereafter dated XXXX XXXX, 2016 stating my file had been closed due to not submitting all requested documents which was not true. If this was the case and notes are being maintained on my file why did n't he inform me of this because I called that afternoon. I took his word at face value. On XXXX XXXX, 2016, I received a call from Carrington of which I returned the call, I was hung up on 4 times and their system would not recognize my Social Security Number. I called at XXXX andXXXX, I immediately called back and spokewith XXXX at XXXX after getting through all their options. She said they closed my file then as I was asking questions as to why she intentionally hung up on me after she pretended like she could not hear me, call lasted 10 minutes and 55 seconds. I called back at XXXX and was hung up on again. I called back again at XXXX and spoke with XXXX, Teller ID # XXXX, she refused to give out her last name as did the others and they also refused to give out Teller ID # 's. She provided very little information, therefore I asked to speak with her Supervisor, she said the Supervisor was not available and would have him to return my call then she hung up on me. I received a phone call from XXXX XXXX XXXX, Teller ID # XXXX and she was stating they were going to FORECLOSE on my home and that she was on a dialer and the dialer called me. I asked for the phone number to XXXX to voice my complaint of how I am getting conflicting information, the runaround, being hung up on and just the unprofessional and inaccurate way my account is being handled and she refused to give me that phone number. On XXXX XXXX, 2016at approximately XXXX, I received a call from Carrington which lasted 45 minutes and 34 seconds.I was on hold for approximately 2 minutes before anyone said anything. I spoke with XXXX, Teller ID # XXXX because she refused to give out her last name. She said this was a follow-up call and that my mortgage assistance was still being reviewed in the Underwriting Department. She lied to me said no Foreclosure proceedings then she changed gear, please reference to attached detailed letter

Company response to consumer: Closed with explanation