Consumer complaint received 2022-07-04
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I will never understand how these banks lie on consumers and get away with it. There has been things stated in Carrington mortgage paperwork to you that is very untrue! I now have the paperwork to prove their lies. The reason it was not on paper is, because of the numerous phone calls and what you are told every time you call Carrington Bank customer service. Anytime I was sent a letter, I replied with a phone call ASAP, to ask questions to make sure I understood what they needed. I tried everything to save my house after I lost my job from Covid. Since Carrington Bank took over my mortgage every phone call I was told I needed NO paperwork sent in even though the letter stated I needed paperwork. I was told by customer service after being on the phone for over an hour on each phone call that I have a FHA loan and they are running behind on these programs that are offered. 
In their letter as a response to CPCF, said I was NOT on any kind of financial assistant program. I was told over and over that all my XXXX XXXX XXXX paperwork that I sent in by Fax and worked on for ungodly hours each time, transferred over to them. I also did seek help through HUD an FHA counseling. Did a 3 way call with XXXX, confirming I was in a loan modification, switching to a Partial Claim. 
Of course its not in their written paperwork its what the customer service tells you on the phone. It is your word against theirs!! 
I was told when you are in these programs you CAN NOT send in a mortgage payment or you will disqualify yourself. So how can I be over 180 days late? This has ruined my credit that I worked for my whole life, it has also forced me to sell my home that I have worked very hard for as a single parent. I called Carrington Mortgage twice to let them know that my house was sold, their statement was thank you for calling so we can take you out of the Partial Claim program. The day before my house settled on XX/XX/2022, I had to call them again because they would not release my payoff notice to the attorney. My house closed Wednesday, XX/XX/2022. Awfully funny how I received a loan modification package that was dated XX/XX/2022 this is how they treat their customers? House sold XX/XX/XXXX and my loan is paid off. I also received an email XX/XX/2022 from Carrington bank reminding me to do my loan modification papers the correct way?? ( They stated to your company I was in no such program? ) Lies!! Now I have the paperwork to prove that I have been telling the truth. I am asking that Carrington bank remove all derogatory remarks against my credit reports. I will be XXXX XXXX XXXX and I have worked my whole life to get a good credit rating. 
I now have to move in with my daughter because my credit score is so low I can not find a place to live! Its very sad what these banks do to consumers. Attached is all paperwork that I have been getting, now I can prove their lies!! I have kept If they state I was not in any mortgage assistance program when they took over my loan why am I still getting paperwork asking for more information? This has ruined my life! 
Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation