Consumer complaint received 2016-10-21
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: WA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Our loan was sold from XXXX to Carrington Mortgage in XXXX XXXX '. We were in the middle of a modification with XXXX when the loan was sold. We contacted Carrington and were told we did n't qualify for a Modification and that all passed due amounts were due to avoid foreclosure. After getting funds together I called Carrington and asked what was past due amount + 1 month to stay ahead. They gave me dollar amount XXXX and that is what I paid. Then on XXXX/XXXX/16 we received a Certified Letter stating we were 2 months past due and needed to pay this by future date. I called them and stated this was not accurate and they told me to disregard the letter as it must have been crossed in the mail with the payment. The same thing happened XXXX, same response must have been an oversight and to disregard. When I call to make my payment in XXXX they tell me I am 2 months past due and to catch up I need to go on a payment plan of XXXX paid in XXXX, XXXX, XXXX. I agree to this as I do n't want to be foreclosed on. We had fraud in our bank account at the end of XXXX, so knowing there might be an issue with my payment of XXXX I call them and let them know. They said that I can make a double payment when my funds are available. I make a payment of XXXX on XXXX/XXXX/16, when I call afterwards to confirm payment they tell me I am still 1 month past due and I need to set up ANOTHER payment plan for XXXX for XXXX, XXXX, and XXXX. I asked them to double check the amount and they assured me that I was 1 month behind so I agreed to the payment plan. I then receive a Certified letter dated XXXX/XXXX/16 stating XXXX and XXXX payments are past due and that I need to pay XXXX to bring the account current. I call them and they say disregard as it was computer generated. So after the payment on XXXX of XXXX that means alone in the month of XXXX 2016 I PAID XXXX on my account. I then call Carrington to make sure everything is on the up and up so we can get a Home Loan for our current resident. I speak to a XXXX who goes over my account. While we are going over the account the math is not adding up in various ways. She also states that Carrington has reported me 30 days late XXXX, XXXX. She stated she could n't figure out the issues with the payments so she would research and have me call back XXXX. I called back XXXX/XXXX/16 and spoke to XXXX he tried to email XXXX but was not able to touch base with her. He confirmed all the information I had went over with XXXX. He as well was saying the math was n't adding up and looks like there is a month missed somewhere. He also stated they needed to remove the 30 day late from XXXX as I had a grace period of 60 days after the loan was sold. He also stated there were 4 certified letters sent all showing ATLEAST XXXX past due but the dollar amounts in the letters was not adding up correctly. I called again on XXXX as a certified letter was attempted at my house. I spoke to XXXX XXXX asking her the details on the letter. She stated the letter was saying I was past due XXXX ( XXXX ) and XXXX ( XXXX ) and that I needed to pay a total of XXXX to bring the account current. She as well agreed there was a mistake and she could n't give me any answers as to why it did n't make sense. She documented my account and forwarded info to her manager and he should be in touch with me if he could help. I then confirmed my payment of XXXX for XXXX and she said I should just pay the minimum XXXX and she does n't think I should be paying the XXXX. My XXXX credit report ( this is the only report that shows monthly payments to them ) shows current XXXX XXXX, 30 days late XXXX 2016,60 days late XXXX 2016, 90 days late XXXX 2016, and current XXXX 2016. This is scaryas no one at Carrington can explain why or how this happened

Company response to consumer: Closed with explanation