Consumer complaint received 2016-03-29
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: SC
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
For the past few months I have filed complaints regarding the service ( r ) of my mortgage. My loan was transferred in XXXX 2015 from XXXX to Carrington in which I was 60 days past due, but making one payment each month. Each complaint was answered with the response that stated it was the same as the previous complaints. However the complaints were indeed separate or unresolved. I filed a complaint regarding them refusing to assist me with my mortgage payments in XX/XX/XXXX. In which I received a response in XX/XX/XXXX. In XX/XX/XXXX, I filed a complaint about payments not being applied that were sent using their third party. I sent documents supporting them through CFPB as well as by fax and email and those have gone unanswered. Then I sent a complaint stating that the refused payments went undocumented by their representative. The company instead of choosing to follow loss mitigation options decided that as a result they would begin foreclosure on my USDA rural property because they intended to act on the " letter of intent '' which I did n't receive. I also believe they retaliated against me because I filed the complaint, and requested a cease and desist from phone calls not letters. My account as of the statement date XX/XX/XXXX was 78 days past due. I made a payment that was never recorded on XXXX as well as on on XX/XX/XXXX. I then received a response to a complaint that said as of XXXX XXXX 2015 my loan was referred for foreclosure. I completed the RMA and was denied. I submitted the RMA the second time, and it revealed I was approved. However, a representative from the company falsified records stating we agreed upon the 5 month plan without ever speaking with anyone. When I asked for all of the calculation documents I was only given a final calculation sheet, and when I asked for a breakdown of all of the figures the requests have gone unanswered. I also asked to see all of the options the account was considered for in writing to make sure we were given the best possible solution it went unanswered. After reviewing the USDA Special Loss Mitigation overview for SFHGLP ( I think this applies to me ) the servicer has failed to many of the responsibilities or requirements. Especially the foreclosure option which outlines The servicer must have considered all feasible loss mitigation options before initiating foreclosure. The servicer must document all of the options it considered and retain such information for Agency review. If the borrower has abandoned the property, loss mitigation home retention alternatives are not options before initiating the foreclosure. It would be dishonest of Carrington to state that they could n't reach out to me because I was always contacting them to address my default. I have spoken with countless people at Carrington including managers, advocacy, loss mitigation, and SPOC. I even emailed the president of servicing. They stand behind a foreclosure that was recommended, but put on hold less than 8 days after referring it, and continues to charge the account for those services. They all claim to review the account siting no wrong doing on Carrington 's behalf but contend that it is my fault because I should have paid the total amount due on the bill or else this would n't have happened.

Company response to consumer: Closed with explanation