Consumer complaint received 2019-05-20
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
We have tried multiple times with Carrington to fix our mortgage issues. We have done everything they have asked of us, yet once we do they turn us down and tell us the best thing to do is a Deed in Lieu.  We had {$120000.00} ( according to their BPO they think the amount is {$220000.00} ) in equity when they took over for XXXX, but now have less than {$50000.00} ( according to their BPO they think there is {$150000.00} ) in equity because they have refused payments and continued to run up late fees and foreclosure fees. 

Our issues began immediately after Carrington Mortgage Servicers took over the loan servicing from XXXX. Servicers were changed because our loan was with XXXX XXXX XXXX and sold to XXXX XXXX. The date our issues regarding this complaint and response to the first complaint began in XX/XX/XXXX and continue to date ; the scheduled auction date is this coming Friday, XX/XX/XXXX. 

In late XXXX, early XXXX, of XXXX I lost my sight in less than 4 hours. My husband, XXXX XXXX ( XXXX ), eventually contacted XXXX and discussed the possibility of getting a medical forbearance since I had to have several medical tests and see numerous specialists to help save my XXXX. As far as we knew XXXX was reviewing the application when the servicers and investors changed and Carrington became the servicers. 

Our problems include, but are not limited to ; Duel Tracking by Carrington, refusal to communicate with both borrowers claiming they only have to speak or respond to " the breadwinner '' XXXX and refuse to communicate in any manner with me, XXXX, failure to provide documentation or accurate documentation when requested and with their response to the previous complaint, failure to give the borrowers ample time needed to respond to their decisions involving loan modifications noted on the Exhibits is one decision where the respondent admits there were less than 2 hours between the decision and proceeding with foreclosure and not notifying the borrowers prior to proceeding with foreclosure, several times telling us they will allow a modification if they did what was suggested in each conversation then once completed deny the modification, then telling the us if they would give the modification if we would do something else only to deny it again once the task was completed a blatant run around that lasted until the HARP/HAMP programs ended and started foreclosure the following month after these programs ended. Carrington has repeatedly refused to offer several options that should have been and are available to us and in every conversation, I am told we are allowed only an auction or a Deed in Lieu, no offers to buy would be allowed or reviewed. ( The only time I could talk to anyone was when I answered the phone. ) NOTE : They claimed we didn't have enough income to pay the payments and told my husband I had to file for early SSI so they could accept the loan modification. Filing for SSI limits the amount of money I can make now and in the future and is smaller than it would have been had I been allowed to wait until I was ready to retire in ten years. Once we receive the award letter from SS it was sent to Carrington and we were turned down instead of being approved like they said we would. They then told us that they would continue to refuse to accept our payments so what we were told to do was to pay off all of our debt with that money and we would qualify for the loan modification. Once that was done we provided the information to Carrington and  again were told we would no longer qualify. Then they insisted in XXXX that we provide proof of two months checks, two years of tax returns which had to include the proceeding year even though our 1099 's and W-2 's were not ready or required to be sent out and it was not possible. They responded back to us that we " failed to provide requested information '', information that was not possible to provide at that time. 


After I filed my complaint with the Consumer Financial Protection Bureau, they refused to put the foreclosure on hold while they reviewed and responded to the complaint. In fact, I answered several calls in which they would only talk to XXXX and all communication involving the complaint was emailed to my husband, XXXX, and never to me, the complainant. In fact, I didnt know for some time that they had even responded to the complaint and had to fight to get into the CFPB site to find the complaint and the response so I could review it for accuracy. I found several questionable items and references in their response and their exhibits are referenced but incomplete or missing several important pages. 

For your information I have numbered all their documents exactly in the order they provided them to you and us ; they are marked Exhibit # 1, 2, 3, etc. The main body of the response has each paragraph numbered so they can be easily referred to when noted in the new complaint.

Company response to consumer: Closed with explanation