Consumer complaint received 2023-01-25
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Hello my name is XXXX XXXX, and I have a mortgage with Carrington Mortgage Services Loan number XXXX. My mortgage payment for the calendar year XXXX was {$870.00} which consisted of Principal {$190.00} Interest {$270.00} Escrow {$410.00} Previous years my homeowners insurance annual premium was around {$800.00}. Carrington and the insurance company forecasted my premium to go from approximately {$800.00} to around {$1700.00}. I am a Florida resident and there have been many reports of many homeowners insurance companies closing in Florida. In XXXX of XXXX my insurance company at the time billed me for a {$4200.00} annual premium. Carrington paid it and that payment left negative balance of - {$3200.00}. In XXXX I received word that my insurance company would be closing and I would have to find another insurance company by XX/XX/XXXX. I was able to get a new insurance company and my annual premium is {$1100.00}. I informed Carrington as well my insurance agency who the new company was and the annual premium. I paid the premium out of my pocket because I have had accounting problems with Carrington in the past. I also began paying down the deficit in the escrow. 

In a letter dated XX/XX/XXXX Carrington sent me an escrow analysis that my upcoming mortgage payment for the calendar year XXXX that would be {$1200.00} which consists of Principal and Interest {$460.00} Escrow payment {$500.00} Shortage payment {$290.00} I knew on my XX/XX/XXXX mortgage statement which I received electronically around XX/XX/XXXX I still had an escrow shortage of - {$660.00}. There was a shortage due to Carrington paying my property tax of {$1000.00}. I mailed off a mortage payment on XX/XX/XXXX that included an extra {$1500.00} to go towards my escrow shortage. The existing {$410.00} escrow payment plus the extra {$1500.00} should have left a positive balance of {$1200.00}. Carrington didnt calculate the payment correctly and they put the extra {$1500.00} towards the mortgage payment. I contacted Carrington around XX/XX/XXXX to correct the accounting error which they did on XX/XX/XXXX. Carrington adjusted my mortgage payment to {$1100.00} which consists of : Principal & Interest {$460.00} Escrow Payment {$500.00} Shortage Payment {$170.00} My escrow balances for XXXX and XXXX are as follows : XX/XX/XXXX + {$1500.00} XX/XX/XXXX + {$670.00} XX/XX/XXXX - {$59.00} I dont understand how Im still being assessed shortages in escrow when there were none, and they have been using deceptive accounting practices. 

I have called Carrington on XX/XX/XXXX XXXX p.m. and spoke with XXXX and XXXX the escrow XXXX. I was told to send proof of insurance to that the escrow numbers can be recalculated. I sent the proof of insurance and so did my agent and cconfirmation was recieved XX/XX/XXXX and XX/XX/XXXX. I spoke to XXXX on XX/XX/XXXX at XXXX am to reiterate my mortgage payments have not been correctly calculated. In XXXX of XXXX my escrow analysis and mortgage payments were not calculated correctly and I was forced to pay {$1100.00} which includes an escrow shortage that doesnt exist. 

Using Carringtons formula my monthly payment should be somewhere closer to {$700.00}. 

Which consists of Principal and Interest {$460.00} Escrow payment {$240.00} Home Insurance {$1100.00} / year {$92.00} / month Property tax {$1000.00} / year {$90.00} / month FHA mortgage insurance {$59.00} / mo ( ends XX/XX/XXXX ) Carrington refuses to correctly calculate my monthly mortgage payment. 

I called Carrington on XX/XX/XXXX at XXXX pm and spoke to XXXX. He assured me that escrow analysis should be complete on XX/XX/XXXX. 

I checked my mortgage payment and nothing has changed. I called Carrington on XX/XX/XXXX at XXXX pm and spoke to XXXX and explained the situation and expressed my frustration with Carrington not being able to correctly calculate my mortgage payment. XXXX agreed that I am not wrong. She spoke with the insurance department and they told her I should have my insurance agent to call their insurance department. Which my agent did and nothing has been resolved. My mortgage payment jumps from {$870.00} to {$1100.00} without a suitable explanation and they refuse to fix it or present a plauisble reason.

Company response to consumer: Closed with explanation