Consumer complaint received 2016-02-02
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Carrington Mortgage Services ( CMS ) is not providing fair or adequate service to help me bring my loan current. Calls into Customer Service are frustrating an ineffective. CMS began servicing my mortgage in XXXX XXXX. I submitted XXXX payments in XXXX, XXXX was cashed, the other returned. Called in to the Customer Service department and experienced the following : XXXX/XXXX/XXXX - one my very first call to CMS, I spoke to XXXX ( XXXX ) said my loan was in foreclosure ( I had not received any notice of this ). He stated that my recent payment would be returned and they are not able to accept any payments. I asked to speak to a Manager. He placed me on hold, returned to say he spoke to a Supervisor and there was no other information for me. 
XXXX/XXXX/XXXX - spoke with XXXX ( XXXX ), asked immediately to speak to a Manager regarding a complaint that I had, she placed me on hold, returned, stated that she reviewed my account and asked why I was so " angry '' the last time I called in. I was very calm when speaking to XXXX and asked her was it listed in my account that I was " angry ''? I told her I felt labeled and did not feel I would get fair assistance if that information was listed in my account records. She stated she would transfer me to a Supervisor " XXXX '' at ext. XXXX but she transferred me into a voicemail system loop that disconnected after trying to connect 3 times. 
XXXX/XXXX/XXXX - spoke with XXXX ( XXXX ) who transferred me to Supervisor XXXX ( XXXX ). XXXX stated that my acct. had been flagged for foreclosure but an acct. number had not yet been set up. She stated that she was escalating to the foreclosure dept. She stated she would call me back in 48 hrs. 
XXXX/XXXX/XXXX - spoke with XXXX ( Relationship Manager - XXXX ) who stated that the foreclosure status had been removed and I was now able to make payments. He stated that account was in past due status and payments needed to be made in certified funds and could be sent via XXXX XXXX, Wire Transfer or overnight. He quoted past due amount of {$6700.00} and stated that partial payments would be returned. 
XXXX/XXXX/XXXX - mailed in past due amount in certified check via XXXX overnight service. Arrived and signed for on Thursday ( XXXX/XXXX/XXXX ) by XXXX at XXXX. 
XXXX/XXXX/XXXX - called and spoke with a rep that stated that my check was not yet in the system and instructed me to call back on the next business day - Monday ( XXXX/XXXX/XXXX ). 
XXXX/XXXX/XXXX - spoke with XXXX ( XXXX ) and she informed me that my payment had not yet been received and will be returned because it does not cover the full amount due. She stated that she could not assist me further. When I asked to speak with a Manager, she stated that there were only 2 on staff and that she could not get one of them to assist. She stated that I could be transfer to voicemail and they would call me back in 2 days. She stated there was no other department I could be transferred to and no other number I could call. She stated that CMS did not have a process in place for escalating complaints. I told her that I would rather wait for a Supervisor but she never transferred me to a Supervisor. She stated that the Supervisors were on other important calls. I told her that I would not hang up until I spoke with a Supervisor or someone that could assist me today, she then transferred me to a voicemail. 
This runaround is unacceptable and it appears that I am being treated unfairly and not provided support to ensure my account is brought current. I believe this practice is intentional so that I end up in foreclosure and lose my home. I do not believe CMS is interested in helping me bring my loan current or save my home. It appears that from the very first call into the customer service department that I was labeled and therefore not able to receive fair service/treatment.

Company response to consumer: Closed with explanation