Consumer complaint received 2017-12-01
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Carrington Mortgage Services is servicing my mortgage unfortunately XXXX XXXX XXXX sold it to them. Everything was fine until I received a letter from them back in XXXX that states my monthly payment went up from {$1100.00} to {$1200.00}. I called them on XXXX XXXX and talked to XXXX. She told me the reason for the increase was the shortage on the escrow account. I asked what I need to do to get the monthly payment down to where it was and she told me all I needed to do was pay the shortage, {$770.00} and the difference in the monthly payment {$78.00} and shed waive the late fee. She also gave me a confirmation number, XXXX and told me to call back in a few days and ask for re-run of the escrow analysis. My bank had already processed the XXXX payment and since the amount processed was the old amount, {$1100.00}, that night, I made additional payment in the amount of {$78.00} to make sure the new amount is paid in full until it is fixed. I also wanted to make sure they wouldnt charge me any late fee. 
I called back on XXXX XXXX and the lady I talked to told me the payment {$770.00} was applied incorrectly and told me shed make sure the itd be applied correctly and the escrow analysis will be re-run and advised me to call in a week or so. I told her that I paid additional {$78.00} to make sure the monthly payment was not short paid and she told me she would note it. 
I called on XXXX XXXX and explained the whole thing to the person who picked up and learned that nothing had been done, I was on hold for several minutes and finally I asked to speak to a manager and XXXX or XXXX ( I am not sure which one she goes by ) told me she would take care of it. I insisted I needed to talk to someone who I would be able to follow up with because I was tired of explaining to different people every time I call. She told me to ask to be transferred to XXXX and they would transfer me to her. She also told me she would call me before thanks giving if not, she would call me on Monday the XXXX. By the time I was done with her I was on the phone for 1 hour and 4 minutes. 
I waited until the XXXX and I called but I couldnt get a hold of her. I was told shed call me back. She called me and left me a message. I called back again but couldnt get a hold of her. Finally the person I spoke with told me she said I owe {$100.00} and some changes ( I dont remember the amount exactly ) and I would be all set. No answer on whether or not the escrow analysis was re-run, no information as to what my new monthly payment will be, and no explanation as to how they came up with the amount they threw at me. I told him I needed to speak to a manager and he told me they would tell me the same thing, I insisted and he put me on hold for the XXXX or XXXX time and brought XXXX resolution specialist I explained the whole thing to him and he told me the same story like the escrow analysis is being run.which at that point meant nothing to me, So I asked him to get me to a higher manager who can actually make things happen. He put me on hold for about 3 minutes and came back saying the supervisor had gone home and he had a solution for me. I asked what it was and he said he would reverse the 3 late fees and those late fees should cover what they say I owe and Id be all set but in order for the late fees to be reversed he needed supervisors approval we needed to keep our finger crossed. Imagine, I made two extra payments. I specifically told them I paid {$78.00} on XXXX XXXX which was posted on XXXX XXXX to make sure they wouldnt charge me any late fee and he told me I needed to keep my finger crossed. I explained that again and he agreed that it would definitely be waived. I asked him about my new monthly payment and he told me he would call me the following day, today, and let me know everything I needed to know. I asked him if he would personally call me and he said it would be him or XXXX ( XXXX ) or a supervisor. I thanked him and we hang up the phone. I waited all day today and have not received the call. At this point, I have decided that I will seek refinance and move my mortgage to a different lender. But I believe if they are unable to solve a simple issue such as mine, when they charge late fees because of their mistakes and refuse to give refunds, may be they do this to many customers and someone need to look in to their practice. I am beyond frustrated and they are by far the worst mortgage lenders out there especially when it comes to customer service.

Company response to consumer: Closed with explanation