Consumer complaint received 2021-03-29
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NC
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Re : Carrington Mortgage Service # XXXX My married is XXXX XXXX XXXX, the loan went over to Carrington Mortgage in my maiden name, XXXX XXXX XXXX : the last 4 of my Social Security number is XXXX. On or around XXXX XX/XX/XXXX, I mailed in XX/XX/XXXX payment. On or about XXXX XX/XX/XXXX, I called Carrington Mortgage Services to verified if they had received the payment sent out using the USPO 3-day delivery service. On XXXX XX/XX/XXXX, Carrington Mortgage Companys representative informed me that I was still a payment behind although they had received XXXX 's payment. In fact, two payments behind. They were XXXX and XX/XX/XXXX. I explained that I would be submitting all documents through a third party because I had no confidence in this company. I further stated that it has to be an agency out here that could reign Carrington Mortgage Companys personnel regarding how consumers are treated.

As I explained in my last complaint against Carrington Mortgage Company representatives, the only reason I decided to investigate this situation personally is because I desire to get from underneath Carrington Mortgages umbrella completely. It would seem if I personally had not discovered the mistake with the cashier check, they would not be acting like they are trying to follow proper channels in resolving any of these ethically and immoral issues. It's coming up on a year that I completed my bankruptcy, and yet, for one reason or another, I am still dealing with allegedly late payments. My complaints against Carrington Mortgage Services are starting with the previous complaint through CFPB Complaint # XXXX. I was not going to refute the poor excuse given as to how the XX/XX/XXXX Cashier Check was misplaced. However, since these grave issues refer back to Carrington Mortgage 's XXXX XXXX and XXXX payment, and now, XXXX XXXX 's and XXXX 's payment, I will address the next complaints accordingly : 1. Why wouldnt Carrington Mortgage Specialist, who supposed to specialize in some level of Accounting, I pray, be more cautious in seeing that because there was no account number and after double-checking the info on the cashier check leave it untouched? 

2. I thought Id be receiving something attesting this from Carrington Mortgages Research Dept, per the representative confirmation - only to find out allegedly, Carrington Mortgages representatives eventually had no knowledge of such a conversation. The letter Carrington sent XXXX XXXX of XXXX, attested to that ( Exhibit 8 Letter of Confusion ) as well. What happened to the formal agreement about the payment plan? 

3. Now Carrington Mortgage is stating that XXXX and XX/XX/XXXX mortgage payments are missing. Currently, I am submitting documents of cashier checks substantiating receipts to Carrington Mortgage Services and posted as followed from XXXX XXXX XXXX  : XXXX Paid on XXXX XXXX : XXXX paid on XXXX XXXX : XXXX XX/XX/XXXX paid XXXX and XXXX payments : XX/XX/XXXX paid XX/XX/XXXX : XX/XX/XXXX paid XX/XX/XXXX : XX/XX/XXXX where the initial problem began.was finally fixed. What payments are Carrington Mortgage stating is not paid now?

4. I am asking Consumer Financial Protection Bureau if Carrington Mortgage Company is exercising predatorial practices by doing the following : - Harassing me with excessive phone calls because they are not willing to put any arrangement in writing per the conversations we have had. 
- Carrington Mortgage Debt Collection Dept created a payment arrangement we both agreed upon only for it to look like yet, another diversion. 
- Carrington Mortgage Co purposely misled me with the situation by sending a XXXX notice? Are they stating that XXXX is the one at fault for misapplying and or finding excuses to say my payments are late? Between this notice and the letter from Carrington Mortgage in XX/XX/XXXX about me being past due with payments when I am expecting a formal agreement per the paymt of XXXX. I was confused and decided to exercise some leadership by simply continuing to pay them with cashier checks as I had. 
- Intimidate me by constant notices of foreclosing or intent to foreclose on my home ( Exhibits 9 and 14 ). 
- Looking at the three Mortgage statements, if I did not keep record as to what I have paid, I would have been totally intimidated or scared of truly my home being foreclosed. 

6. I am asking that for anything Carrington Mortgage Service is offering outside of fixing my credit score and negating these late fees if they would address it through CFPB company so that it can be for the record? 

My investigation showed that XX/XX/XXXX Cashier check had to be replaced because it was never collected by Carrington Mortgage Services. It was as though it was suspended in transit. I did a Declaration of Lost ( Exhibit 6 Declaration of Loss ) for this Cashier Check because it had been sitting there for over 2 months. It was replaced around XXXX XX/XX/XXXX, although I DIDNT GET THE FUNDS BACK INTO MY ACCOUNT UNTIL LAST MONTH, XXXX XX/XX/XXXX XXXX Exhibit 2 ). 
When I first heard of the XX/XX/XXXX Cashier Check missing my husband was being rushed to the hospital, and then he had to have emergency XXXX. He remained in the hospital 3 weeks afterward. Taking care of my family took president over Carrington Mortgages negligence at this point. 
After what I was going through with my husband 's illness, I was willing to be on a payment plan for 3-months at about XXXX. After all parties agreed and after securing medical care for my husbands return home around the end of XXXX, I reached out to Carrington Mortgage Services to find out when the agreement was to start. Currently, right and wrong are not as important to me versus me being under a reputable mortgage company. 

I look forward to your reply and a resolution of these serious concerns in the near future. However, because we are being redundant with this same situation from XX/XX/XXXX. I felt the need to seek help from the following agencies : Central Financial Protection Bureau and the Federal Trade Commission. 
Please contact me at the above address or by phone at XXXX. 

Sincerely, Written and electronically signed by ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Signature Enclosure ( s ) 1. Exhibit 1 Proof in Document Against MORTGAGE CO Letter from XXXX XXXX  attesting 2. Exhibit 2 Proof Document for Mortgage XX/XX/XXXX Pymt for XX/XX/XXXX. Exhibit 3 Proof Document for Mortgage Co XX/XX/XXXX Payment 4. Exhibit 4 Proof in Document Against Carrington Mortgage Co XXXX XXXX Letter 5. STATING XX/XX/XXXX WAS STILL IN WAITING STAGE 2 mons later. 

6. Exhibit 5 Proof Document for Carrington Mortgage XXXX Pymt for XXXX & XX/XX/XXXX. Exhibit 6 Proof for Document Against Carrington Mortgage Declaration of Loss Cashier Check XX/XX/XXXX 8. Exhibit 7 Proof in Document for Copy of Cashier Check for XX/XX/XXXX This is for XXXX PYMT XXXX 9. Exhibit 8 Proof of Cashier Check for XX/XX/XXXX and XX/XX/XXXX all In XX/XX/XXXX PYMT 10. Exhibit 9 Proof of Delinquent Notice Unwarranted Carrington Mortgage Co 11. Exhibit 10 Proof of Letter from Carrington Mortgage XX/XX/XXXX Confusion Letter Showing Mortgage Past Due 12. Exhibit 11 Proof of Statement from Carrington About XXXX 13. Exhibit 12 Proof of Statement from Carrington Mortgage LOOK THE AMOUNT STATED 14. Exhibit 13 Proof of Doc For Foreclosure from Carrington Mortgage

Company response to consumer: Closed with explanation