Consumer complaint received 2016-08-26
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: PA
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Our mortgage was sold from XXXX to Carrington Mortgage Services as of XXXX XXXX 2016. I will make bullet points so all the issues are easy to establish as there are a lot. 
- I called Carrington XX/XX/XXXX based on # given on letter of transfer from XXXX. I wanted to be able to start making payments immediately since we have had problems. Was told to wait to get their welcome letter with new # account and then I could start to send payments. 
- Received the letter dated XXXX XXXX on XXXX XXXX. It was very standard with only info on our account being our names and total amount of our loan but did have an address and stated nothing else would change regarding our loan. I sent a payment. 
- On XX/XX/XXXX in the morning I received a call from a woman from a # in Texas saying that she was from Carrington saying my check had been returned and they would not accept payments from me unless it was a different form of payment ( money order, cashier 's check ) because of the past due amount. I was in shock and said I did believe the check had already been cashed. Called this # back later in the day when my children were not with me as thus was very upsetting. When I asked why I did not receive any other info on this in the mail and still disagreed about the check being returned Was told to calm down and that the check was returned with information on XXXX XXXX. This was not true. Double checked later that evening and the check was indeed cashed. She had also stated that if I let it go further on I would have attorney fees. 
- Called the Carrington # on the letter next day and asked for a supervisor. XXXX XXXX XXXX told me there was a lock on my account and all payments past had to be made together. Said how much he wanted to assist me but his computer system was down ( was on phone for very long time ) and could not answer any of my questions. Gave me his office # and told me he would call me by end of day and really wanted to help since I was so upset. He did n't. Over the next couple of days I left him several messages imploring for help and some answers on dates I needed to pay by and other information. 
- Spoke to a few more Carrington employees over the next few business days. One female rep told did n't seem to have a record of me talking to others about anything but told me she could note that I would make payments every 2 weeks through XXXX but did n't think they would take them but maybe since I just came from BofA. She was very nasty and also informed me that I have had 60 days to fix this. Not true. 
- Because so stressed about this, family offered to help and I could pay them back later in XXXX so I had the Past 3 months ready. I called Carrington again to see how to send this payment. Spoke to a CJ ( told me could n't give last name ). Knew who XXXX XXXX was and did n't know why he did n't call me back. Informed me the 1st person should not have called me all since of a past discharge and he would " talk to her ''. Funny he did n't ask for the # she called from. Told me XXXX payment had to be included not just past amount and they would love to take my payment but this was a HUD rule .... HUD??? Our loan is VA. Asked why I did n't consider a loan mod. Asked had he been listening to me at all? Nothing was sent to me accept welcome letter. 
At this time- what equals 4 monthly mortgage payments including XXXX has been sent 2 day, via Cashier 's check. Tracked that it was received this afternoon XX/XX/XXXX. I plan to send XX/XX/XXXX payment on XX/XX/XXXX but am absolutely terrified of this company and fear they will string this out even though I complied in less than a week with what they asked despite terrible treatment, misinformation, lack of information. I have barely slept in days and been very upset. I understand needing to collect a debt but this was absurd and Never how XXXX approached us Ever.

Company response to consumer: Closed with explanation