Consumer complaint received 2017-02-05
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: MD
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I have a mortgage which I originally obtained in XXXX through the VA. I paid the mortgage through XXXX. It was taken over by XXXX XXXX XXXX. The transition was smooth. Last year my mortgage was sold to Carrington. This transition has been the worst I have ever had to endure not to mention demeaning and discriminatory. In the beginning Carrington sent me information about the transition. They sent me a bill with an increased mortgage payment of around {$60.00} or more. When I called them I was told they required three months of escrow in the escrow account and I had a choice to pay them upfront or monthly. Then they stopped sending me statements with the payment coupon. Originally I thought maybe the mail person had delivered it to the wrong address. I sent them a check to an address from a previous letter from them. After another month of not receiving a statement I called them, a phone call I hate to make because they are the rudest company I have ever encountered and the call ends in my anger and yelling. I called the company on XXXX XXXX, XXXX XXXX XXXX. I spoke to XXXX different people without any closure to this problem. The supervisor informed me that Carrington will not be sending me any statements because I have a bankruptcy filing. I informed her that the bankruptcy was filed XXXX yeas ago in XXXX and was discharged in XXXX and therefore should have no bearings now. She said that by law if a customer has ever filed bankruptcy they will more than likely do it again, so their accounts are flagged and Carrington does not send these customer any communications. So I asked her how I was supposed to pay my bill. I was again given choices- look on the website to see what I owe and mail it to an address I have on hand, pay by phone, or send them a letter requesting bills to be mailed to me. My bill was due on the first of the month. I told her I was trying to figure out what had happened to the bills and since it was n't paid by the first they were now going to charge me more interest for the extra days during the grace period and late fees if I had n't figured it out before the XXXX of the month. She said that was untrue, paying after the first does not incur more interest and no late fees are charged. I believe this is false information. I also believe a discriminatory practice is being practiced by this company in addition to priming a customer for fees by not sending them statements. I should not have to mail a request to receive statements. I asked her to send me a letter telling me about this law of no communication if you have ever filed a bankruptcy during your lifetime. She said she ca n't. I asked her to mail me an envelope with the address that I was to send this request to so that I would be sure it was reaching the correct place. She said they ca n't send me anything because of my bankruptcy even if it was 17 years ago. So each month they expect me to call or go on the website to see how much I should pay and if they have increased my mortgage for some other fee they want to charge me.

Company response to consumer: Closed with explanation