Consumer complaint received 2015-07-15
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Effective XXXX XXXX, 2015 my mortgage was sold from XXXX to Carrington Mortgage company. As stated on the XXXX letter of transfer, any payment due on or before XXXX/XXXX/2015 was to be paid to XXXX, anything due XXXX/XXXX/15 or after was to be paid to Carrington, mine was due XXXX/XXXX/15 so this payment went to XXXX. I never received a letter of transfer from Carrington expressing the terms of the transfer so I had to go off of what XXXX had sent to me ( at the time of transfer, I was paying under an approved Modification Agreement with XXXX ). Even after calling Carrington, I could n't get any payment information until my XXXX/XXXX/15 payment was due. On XXXX/XXXX/15 I called Carrington and asked them what my payment would be, if it would be the same as what I was paying XXXX, or if things had changed. XXXX ( XXXX ) told me that my {$760.00} payment would remain the current payment so that is the payment I made. The same thing on XXXX/XXXX/15 when I spoke with XXXX in the Home Retention department as I escalated things because I felt as though I was getting vague and inconsistent information regarding terms and conditions. However, XXXX assured me that the {$760.00} payment was the correct payment to make. On XXXX/XXXX/15 I spoke with XXXX, when I tried to make my " normal '' payment she informed me that she could n't accept it as I have n't been paying the correct amount and my account was past due. She further informed me that I had n't made a payment since XXXX ( which my loan was still with XXXX at that time ) and I would need to make a minimum payment of {$950.00} to pull my account to just one month behind. ). I asked her why I was never informed that my payment was different than the XXXX with XXXX, and why XXXX 's letter of transfer stated that " the transfer will not affect the terms or conditions of your loan '' and why I never received a letter from Carrington regarding the transfer or the increased payments. None of these questions she could answer, so I asked to speak to a supervisor, she got XXXX on the phone, but only for listening purposes, I could not get the individual to answer me directly, only through XXXX. All the while, I have been getting repeated regular mail and certified mail threatening me with " Intent to Foreclose '' but when I call, everyone that I talked to above, including a conversation with XXXX in Home Retention, I am being told that I am not flagged for foreclosure, and to ignore the notices. I CAN NOT ignore threatening mail, consistently sent, threatening mail saying that they would foreclose. Now, I have received notification that my insurance is coming dueXX/XX/2015 and that Carrington has not paid it.. I have no problems making my payments, as long as my payments are made clear to me, that I know when and where my money is going and that my escrow payments are being made on time, every time. However, at this point, I do n't know that I can trust this company to follow through with what they say or what say they are going to do. I did not ask for this, I ran in to financial trouble a few years ago, but through XXXX had finally made my way back to being on track and in good standing. Now I have to do it again with a company that has no interest in my attempts to meet their demands and insist on degrading me for being in the situation that I was and that " this is all my own doing ''. I do n't want to lose this house, I want to be on the level with whomever holds the loan, but with Carrington, I ca n't seem to do that, every time I call them to straighten things out, I find out I 'm even more behind, even if it is simply days after I spoke to them before. Please. Let me know what other information I can provide for this complaint as I need your help. 
Attached are the following documents : XXXX Letter of Transfer Carrington Letter for Service Members Civil Relief Act Disclosure

Company response to consumer: Closed with explanation