Consumer complaint received 2016-09-29
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Settlement process and costs

Complaint:
We purchased our home XXXX XXXX. The mortgage that was given to us from XXXX had XXXX parts. XXXX of them was a fixed mortgage and the other had a 2 year ARM. When we went to refinance at the end of the 2 year we had discovered that it was 50 year mortgage with a balloon payment of {$250000.00}. We had no idea. In hind sight, at the closing we briefly saw the amortization schedule and asked about it but we were told " oh you do not want to see that it will just make you sick if you see all the interest that you will be paying '' This is the first house we ever purchased so we did n't question it. If we had been encouraged to look at it and given the opportunity to ask questions we would not be in this situation. 
We refinanced with a local bank, XXXX XXXX, which in turn was sold the mortgage to XXXX XXXX XXXX. In XXXX I, XXXX, lost my job. We applied for a modification with XXXX. Like many others we had sent in our " financials '' ( taxes, bank statements, pay stubs, utility bills, and hardship letter ). We sent it to them at least 10 times. It kept getting " lost '' or " not received ''. We had to file Chapter XXXX to stop them from foreclosing. XXXX XXXX we began a " trial modification ''. XXXX XXXX we got a permanent modification. We were paying on time at a comfortable payment. XXXX XXXX XXXX sold our mortgage to Carrington Mortgage Services. 
CMS told us everything will remain the same. After our first payment we received a letter stating that they our payment was going up because our escrow had a deficit. I have the escrow report from XXXX showing that we did not have deficit. I faxed it to CMS upon their request. 
I was told by both companies that I had to call the other. CMS kept telling me that they had to go by what XXXX reported to them. They would tell me to call XXXX. I would call XXXX and they would tell me they no longer service our mortgage and they could n't help us we had to call CMS. 
CMS will not accept payments from us. They accepted sporadic payments ( 5 ). Thus leaving us in arears. 
After reading through the RESPA-CFPB Consumer Laws and Regulations it appears the both companies have not adhered to the laws and regulations. 
We have an acquaintance here in town who is an attorney and we asked her if she could help. She specializes in XXXX Law but said she would try to help. She sent a letter which turned into another letter and then another. Here we are 2 years later. She has been going back and forth with both companies. We had an agreement that we signed and sent along with a certified bank check about a year ago. CMS sent the package back to us with no explanation. There have been other agreements sent to us but the language in the agreements were protecting CMS and not us. 
I have placed complaints to the Banking Commission, FDIC, OCC, Attorney General, XXXX, Senator XXXX 's Office. I reached out to anyone who would listen. This is affecting not only XXXX and I but our children. I have looked on the consumer affairs website and see many people in the same or similar situations. 
I have kept records of every letter, statement, certified mail receipt, etc. from XXXX to date. 
We would like to resolve this and move forward. Ultimately, we would like to be absolved of any and all debt from XXXX and CMS. After almost 7 years of anxiety and frustration we feel that it is a fair resolution. 
We look forward to speaking to you. 
Sincerely, XXXX and XXXX XXXX

Company response to consumer: Closed with explanation