Consumer complaint received 2016-03-01
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I contacted Carrington Mortgage tonight and was trying to make a mortgage payment on my home. I fell on hard times with a XXXX XXXX 13 months ago, and have been running 3 months behind for around 6 months. They have never had a problem taking my payments but for some reason tonight was different, they would only accept 2 payments at this point and would not be able to apply the single payment. The person kept stating that if I want a supervisor to come on the line and tell me the same exact thing, they would be more than happy to do so. I discussed them taking my payments for the past 3 months and I kept getting the same answer. We ended the call in shock wondering how or when we could get the second payment tonight, because we were reminded that we would owe 3 payments starting XXXX. Being desperate I found and received the money though other means and put the money into my bank account. After returning home I made the call and and told the rep I wanted to make a payment, she rudely stated that " XXXX XXXX you will need to make 2 or more payments today on the account ''. I let her know I was aware of that and told her I have the money from both my checking accounts. I never knew it would be so painful to get the treatment I got from this person and the supervisor that I dealt with both times, they were refusing, due to policy, to take my payments from XXXX accounts. I became angry at the situation and asked for a XXXX, the rep stated " You want me to get a manager to tell you the same exact thing that I just told you? '' I stated I wanted to speak to a manager and not her, in a harsh tone. The supervisor that came on the phone was the same supervisor as before, she was sure to make this known, and proceeded to belittle me during the call stating they could not make 2 payments from separate accounts but she would make a " One time, get this one time and I do n't even know if I will get in trouble for taking these from you '' I could not believe that I was receiving treatment like this from a mortgage company. Please listen to both of the calls, I was informed that they are recorded calls. I was courteous through the whole call except when they would not except payment from XXXX accounts after I had just gone through the embarrassment of finding the second payment through other means. Yes I have fallen on hard time, what American has n't? I 'm still alive and trying to save my home and to be treated the way I was tonight is just wrong in anyone 's eyes. My spouse is in the mortgage servicing industry and would have been released from her duties if she had interacted with a customer as this company did. The reason they would not let us make a payment was the layers in their legal department told them they were doing things all wrong and they should n't be accepting payments as late as they have been. What type of company would rather foreclose than take a payment? Why are the representitives in this company as rude as they are? I do n't feel entitled, I 'm not a special case, and I 'm not looking for a handout. I just wanted to make a payment on my home.

Company response to consumer: Closed with explanation