Consumer complaint received 2016-01-20
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: SC
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I have an open case against this company because they purposely rejected my payment on XXXX/XXXX/XXXX pushing the account past the 90 day mark. I also made a payment that was rejected on XXXX/XXXX/XXXX. I learned about this after making several calls to Carrington, and submitting research to their department of my unrecorded payments beginning XXXX/XXXX/XXXX. I spoke with XXXX a supervisor in the home retention department along with many representatives and they confirmed that they were not aware of the payments because the cashier 's office rejected the payment, did n't make any notes or notify me in writing which according to them is policy. I had to request the refund myself from the 3rd party and wait 10 business from XXXX/XXXX/XXXX to receive the refund. In the meantime, every representative refused any payments because my account was flagged for foreclosure as of XXXX/XXXX/XXXX citing my loan was 104 days past due. However, no one would recall the foreclosure seeing as how the company did n't follow standard protocol and did n't notify me or the other departments within the company of the payment return to offer any of suggestions. All of the representative stated it is standard protocol to make two payments if the loan is behind which would have been fine considering I had the two rejected payments but I was n't given the opportunity. I also completed and submitted a modification packet to be reviewed for any assistance. I share with every representative I speak with I can afford the payment but I ca n't afford to pay the arrears and I need help with that. On XXXX/XXXX/XXXX I spoke with the SPOC department who stated that the application was denied for the HAMP because the DTI showed we could afford the payment. The representative XXXX stated that the information showed I was not considered for any other help and she can request a reinstatement from the foreclosure area which to date has not performed any work on the account in the amount of almost XXXX. I spoke with a relationship manager XXXX who was trying to work on a payment plan but we were disconnected and she did n't return my call as we agreed she would if we were disconnected. I then called back and got a regular rep in the SPOC department named XXXX who said the supervisor XXXX misspoke bc the account was flagged for foreclosure. After confirming she was not a supervisor I asked to speak with her supervisor and after waiting on hold for more than XXXX minutes she came back and said her supervisor was n't available but I could leave a message. I questioned her why it took so long and she said she was consulting with her manager XXXX XXXX but she just was n't available to speak with me. After demanding I speak with XXXX XXXX left me on hold so long I hung up. I believe that Carrington is retaliating against me because I filed a complaint XX/XX/XXXX after only being with them for less than a month after being transferred from XXXX. There response is in your database and even according to the response they never recall a payment being returned. I am not giving up or walking away from my home and never had any intention to.

Company response to consumer: Closed with explanation