Consumer complaint received 2015-07-22
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Application, originator, mortgage broker

Complaint:
Dear CFPB, I am XXXX of the unfortunate individuals who recently had XXXX XXXX XXXX sell my mortgage to Carrington Mortgage Services , LLC, in XXXX 2015. Upon learning of my mortgage being sold, I was quickly concerned about Carrington given the hundreds of thousands of ABSOLUTELY HORRIBLE reviews and direct complaints of Carrington Mortgage Services , LLC posted all over various consumer review boards online. Once my mortgage was taken over by Carrinton on XXXX/XXXX/15 from XXXX, I immediately began to see that the never-ending consumer complains online about horrible business practices and gross incompetence including frequent violations of Federal Law by Carrington were extremely accurate and well founded. Carrington quickly proved to be completely inept and absolutely incompetent from the very beginning, while taking well over 45 days to provide me with proper paperwork AFTER their official acquisition date of my mortgage. When I repeatedly called Carrington to find out what was causing the delay and to identify payment arrangements, I was told that they were " running behind '' and that paperwork would be mailed our shortly. I was also told that because of this they were extending a 60 day grace period on payments. Well, I did not make my XXXX payment until the paperwork was finally received, however Carringon reported me for a late payment anyway, even when they had not provided paperwork and confirmed a grace period, due to their incompetence. What a joke! Contacting Carrington is an absolute joke as you will sit on permanent hold waiting to speak to someone only to eventually be transferred to another department who will quickly advise you that they do n't handle your specific issue. From there, you can look forward to being told that the department that handles your issue does not have phones and only answers requests sent to them by fax. As unbelievable as it may seem, this is normal operating practice for Carrrington. How they manage to stay in business is beyond me. I had the wonderful experience of dealing with the incompetent and inept staff at Carrington while trying to get them to pay my insurance, as it was supposed to be paid out of escrow. Not only did Carrington not pay my insurance, they sent me threatening letters telling me they were going to purchase another policy of their choosing for me at an estimated cost of over XXXX times the price of my current policy. When I contacted Carrington to address this, while asking them to pay my insurance premium, they put my on hold, then transferred me to their " escrow department '', who quickly told me they could not help me. The department that could does not have phones and only takes requests via fax. I faxed in my request in writing and emailed my request to the fax number provided along with an email to their " escalated customer complaints department ''. Five weeks later, there was no response from Carrington and my insurance was not purchased. I had to pay my home owners insurance premium out of pocket. Finally, after 2 months of the ABSOLUTE JOKE that is Carrington Mortgage Services , LLC, I have refinanced with my local credit union. Good riddance, Carrington!!!! Now I am sure I will have to spend countless hours trying to recover my escrow balance from Carrington. Carrington tells me that they will mail me a check for my escrow balance in 4-5 weeks. I am unfortunately extremely confident that this will not happen, given the gross incompetence and borderline criminal intent that is Carrington Mortgage Services. My official complaint about Carrington 's almost certain forthcoming failure to return my escrow funds will be coming in 4-5 weeks, I am sure of that. I 'm filing this complaint regarding Carrington 's failure to properly notify in writing of their acquisition of my mortgage from XXXX in a timely manner. Beware of Carrington Mortgage Services!!

Company response to consumer: Closed with explanation