Consumer complaint received 2015-11-17
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XXXXBureau of Consumer Financial Protection Department of Business OversightXXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXXDear Consumer Protection Representatives, Please help me with this complaint against Carrington Mortgage Services and force them to refund the double remittance they received for my XX/XX/XXXX mortgage payment. They also charged me a {$46.00} late charges and a {$20.00} fee that they claimed was " overdue ''. How can there be late charges when the payment due XXXX/XXXX/15 was received by them on XX/XX/XXXX? 
I refinanced my house on XX/XX/2015 with XXXX XXXX. On XX/XX/2015 they prepared a Payoff Statement showing an outstanding principle of {$130000.00} yet the statement dated XX/XX/XXXX showed an outstanding balance of {$130000.00}. Why the XXXX differenced for balances good until XX/XX/XXXX? As I mentioned above, they received my XX/XX/XXXX payment on XX/XX/XXXX that cleared my bank on the same day. Obviously this payment was not included in the payoff amount dated XX/XX/2015 which noted that the XX/XX/XXXX payment was still due. I was told by both XXXX XXXX and the title company who did my closing that I would be refunded for this double payment. But when I called today I was told there was no credit on my account and I had to write their research department and request the refund before it would be sent! That is simply not right. I did receive a {$3500.00} refund of my escrow account, which to be fair only showed {$3400.00} on the XX/XX/XXXX statement. But where do they come up with these numbers ; should n't they match? 
My entire association with Carrington has been frustrating at best. When they first took over my account I tried to enroll in auto payments as I had my savings account set up to cover the payments with payroll deductions. This worked with the other XXXX mortgage companies that serviced my account, but not with Carrington! Apparently XXXX has a different routing number for my savings account and wrote them saying it needed updated. Rather than correcting it like the others did, they froze my account and prevented me from making any payments either online or over the phone. No matter how many phone calls I made to try and fix this, nothing was ever accomplished. They even shut down my access to my online account. They seemed to be doing everything they could to prevent me from making a timely payment. One time I was on the phone with their representative trying to make my payment from another bank account and I gave her the routing and account number directly from the check ; she even repeated the account information to make sure everything was right but nothing ever processed. However, they were quick to access a late payment fee. No wonder the " XXXX '' website is full of similar complaints. Should n't some agency be investigating them? How can a company that has the ability to destroy people 's lives not have to maintain standards and accountability? 
Even when I got the XXXX involved earlier this year, their representative was curt and totally unhelpful. I remember that she was able to spend what must have been hours researching my calls to Carrington ; but could n't spend a couple of minutes helping me out. Apparently their motto is " XXXX them before you help them ''. 
Anyway, I 'm thankful to be working with XXXX XXXX now, a company with a solid reputation for taking care of their customers and this whole ordeal is almost behind me. So please, consumer protection agents, help me obtain my rightful refund from these scoundrels so I can have them forever in my past. Hopefully this letter and the attached statements will provide you with enough information to warrant further investigation. 
I look forward to hearing from you soon

Company response to consumer: Closed with explanation