Consumer complaint received 2020-06-16
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I have been trying since XXXX to apply for a loan modification with my mortgage company. In XXXX, I submitted an app and called back in and they reported it wasn't received. 

On XX/XX/XXXX, I submitted my loan modification app, called in and it was confirmed received. 2 weeks later I called in to check status and was told it was canceled and a COVID-19 forbearance was placed on my account ( which I was told would not actually stop the foreclosure process and my home would be immediately foreclosed upon at the end of the forbearance term without an approved loan modification ). The representative said she removed the COVID-19 forbearance and instructed me to wait a week and resubmit my loan modification app. I did exactly that and resubmitted my loan modification app for the 3rd time. 

On XX/XX/XXXX, I called in to check the status and was told that my loan modification app was canceled again and a COVID-19 forbearance was placed on my account which I was instructed again that it would not help my situation and I needed to submit another new loan modification app ... which I submitted that day for the 4th time. 

On XX/XX/XXXX at XXXX I called in to check status and was told that I was approved for a modification, but needed to call back to speak with home retention department that afternoon. 
At XXXX - I called back in and was told by a supervisor that the loan modification was in fact not approved and that I needed to resubmit my application for the 5th time due to the date of the loan modification application being expired. 

On XX/XX/XXXX - I resubmitted my loan modification for the 5th time On XX/XX/XXXX - I called to confirm loan mod app was received. I was told that it was received and was being reviewed by an underwriter. Told to check back in 2 weeks. 

On XX/XX/XXXX - I called in to check status and was told my loan mod app was denied because the underwriter stated I don't live in my home ... I do. I requested an appeal. 
On XX/XX/XXXX - I called to check status and was told an underwriter needed to see a letter of explanation and residency verification ( like bills or bank statements ) I submitted all three ( residency verification, letter of explanation, and a copy of my drivers license with my home address same as property address all for verification ). I was told that as soon as the underwriter saw these documents I would be approved. 

On XX/XX/XXXX - I called in to check status and was told my loan modification application was denied because " the home is not owner occupied ''. This is false and I provided very ample evidence that I live in my home ( same home as is mortgaged ). My bank statements go to my home, my bills go to my home, my drivers license has my home address, I even suggested they could call my local police department to stop by anytime and check to verify I live in my home ... they can come unannounced ... anytime. I live in my home and I've provided them everything they need to verify this. The representative advised I submit a new loan modification application. I was advised to resubmit the same exact loan modification app with all the same documents all together in one package. I was told as soon as that was received I would be approved for the loan modification. I submitted the new application that day. 

On XX/XX/XXXX - I called to confirm loan modification application was received and was told it was received and was denied because the documents were out of date and I would have to redo all the documents and resubmit everything all over again. 

It has become clear that Carrington Mortgage is playing a game of cat and mouse in order to force me into foreclosure. I have followed their instructions with precision and accuracy. I have clarified everything needed prior to sending in. I have kept precise notes to make sure I did exactly what I was supposed to do to get my home out of foreclosure and not lose my home. I am trying so so very hard to save my home and I have been for 4 months, but Carrington Mortgage keeps finding new and ridiculous reasons to deny my application and prevent me from being approved for the loan modification. I think this could possibly be predatory forcing me into foreclosure ... I know for certain most people who are less organized, less tenacious, and less motivated to keep their home would have given up by now. But I love my home and my family lives here and I am doing everything possible to resume making payments and prevent foreclosure. I need some help making sure Carrington Mortgage participates as well.

Company response to consumer: Closed with explanation