Consumer complaint received 2015-04-16
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: OK
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
In XX/XX/XXXX, I got divorced, lost my job, and was having a lot of trouble coming up with my monthly mortgage payment. I contacted Carrington about doing a modification, and filled out all the paperwork necessary, but was told my ex-husband would have to sign a quit claim deed in order for me to be considered without using his income. He refused to sign it, as he did n't want his name still tied to the mortgage without actually being on the deed to the house. When I told the customer service representatives this, they told me there was nothing they could do without the quit claim deed. So I was given no option but to continue to struggle with the payment amount. 

The second issue, which I am still struggling with, is that my payment on my mortgage went up XXXX XXXX without any warning. In the past when my payment has gone up, I have received a notice stating how much it was changing, when it would be effective, and gave me the option to pay the full amount up front to avoid a change in the payment amount. This time, the first notice I got was the bill for the XX/XX/XXXX payment, which was {$80.00} higher. As I was already struggling to make the payment, and increase of {$80.00} per month is not something I can afford. I called Carrington immediately and was told that upon running the escrow analysis for XX/XX/XXXX, they found that there would be a deficit due to either my taxes or home insurance going up. So, I called my insurance company. It had gone up, but no where near {$80.00} per month. Then, I called my county treasure to inquire on my taxes. They told me my taxes were actually going down, due to a homestead credit, making my taxes for XX/XX/XXXX a total of {$200.00} ( {$17.00} per month ). Then, I called Carrington to tell them this. I kept being told over and over that the escrow analysis showed that it has to go up. However, in real life, the numbers that I was getting straight from the horse 's mouth so to speak, simply did not agree. There is no way my payment should be $ XXXX/month higher. So, I called on XXXX XXXX to pay my principal and interest amount and requested that my escrow account be closed since I felt like the money I was paying in taxes and insurance would be much better managed in my hands. I got no response when I faxed in that request. Withing a week or two, I received a call from a customer service representative stating that I was past due for XX/XX/XXXX. I told her that I paid the principal and interest due to Carrington, but I was keeping the amount for taxes and insurance until I received an answer about my escrow account. She looked up some information, and told me I could n't close my escrow account because I had a government-program loan. This was the first I had heard this. Instead of paying my own bills for taxes and insurance myself ( so that I can be sure my money is going to where it should rather than just sitting in some account ) I have to send it through Carrington 's hands first. I do not like this, but whatever ; regulations are regulations. After I explained that I simply could not afford an {$80.00} per month increase, she said she would put in a request to have the difference spread over 24-48 months. I agreed to that. However, I kept getting calls from Carrington. I called back on XXXX XXXX. I spoke with a very rude customer service representative ( did not catch her name ). I explained my situation with the escrow account, and instead of trying to help, she just told me I owed money and nothing would be done until I paid it. She said the late payment had already been turned in to the credit bureau, even though I paid the money owed to Carrington on XX/XX/XXXX. Because it was n't the " full payment amount '' it was simply impossible to apply it to my account. I told her I did not understand why, since the " full payment amount '' includes money paid to XXXX XXXX and XXXX County ; it 's not theirs basically.

Company response to consumer: Closed with explanation