Consumer complaint received 2015-06-11
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: MS
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I changed homeowner insurance companies recently, but before the insurance company contacted my mortgage company XXXX Carrington Mortgage XXXX the mortgage company paid the old insurance company. The old insurance company sent me a refund check for {$1200.00}, the amount it had been paid. To return the full amount XXXX {$1200.00} XXXX to my escrow account I made a regular mortgage of payment of {$420.00} and added the {$1200.00} of the insurance refund to the regular payment. I indicated that the additional {$1200.00} was to go to escrow by using the blank marked escrow, on my payment stub. All this took place during the month of XXXX. The payment was to be the payment due on the first of XXXX. Towards the end of XXXX I checked online to see if the payment had been processed. It had been processed, but incorrectly. The mortgage company had taken the entire amount and put it towards future payments. Thereby, making only a very small amount go to refunding my escrow account. I called their customer service department and tried to work through what had happened and how it would be corrected. I was assured they would correct the problem. I asked to be notified when the problem had been resolved, but was told " we do not notify anyone in situations like this ''. After arguing with the person for several minutes, and them speaking with their manager, I was told that in this instance they would let me know when the correction had been made. After waiting several days, without being notified, I checked online again. Some changes had been made on the escrow amounts, principal amounts, and interest amounts, but it was all still incorrect. They still had the {$1200.00} spread out like several mortgage payment, and with incorrect amounts. So, I called yet again. This time I spoke with someone named XXXX and explained what was supposed to have happened, and what they did wrong.We determined they still needed to move {$840.00} back from principal and interest payments and into my escrow. I was again assured they would take care of it. I asked again to be notified when the changes were made, and was told the same story as before. After a heated argument I was assured I would be notified when the changes were made. As of today, XXXX/XXXX/2015, they have not corrected the problem. Instead, they have only changed the amounts again. Now the escrow account is owed {$550.00} of the original {$1200.00} that was sent to strictly be placed in escrow. The {$550.00} in question is still listed as addition payments to principal and interest. I was tempted to call yet again, but fear I will only end up with the same results. I need someone to please help resolve this matter! I 'm at my wits end. At best, this seems like pure incompetents on the part of the mortgage company. At worst, it seems like right out fraud. I did n't have a choice when XXXX Mortgage sold my mortgage to this company. If I had, I would still be with XXXX. This problem, along with all the horror stories I have read about Carrington Mortgage, have not provided me with much security. Please Help!

Company response to consumer: Closed with explanation