Consumer complaint received 2019-01-10
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
received and email that we will provide below of our response .borrower called and lm for  XXXX.another carrington rep called today thats the 3rd different one in one week.the represnative had no real background of the account and was deficient in all written requests made recently and complaints to carrington borrower has not received information on.carrington is trying to hasten the foreclosure by glossing over important legal requests .this is becoming a comedy of errors, carrington needs to appoint one single point of contact.we also have requested non recorded lines which we have been denied, we also seek breakdown of arrearages, that borrower has not received.we have tried to be engaging and work this out amicanly and they seem just to go through the motions and window dressing .below is a sample of 2 email exchanges with this disingenious carrington outfit : To : you ( Bcc ) + 2 more Details FYI BELOW -- -- -Original Message -- -- - From : XXXX XXXX To : XXXX XXXX Sent : Wed,  XX/XX/XXXX XXXX XXXX Subject : Re : XXXX XXXX Ms XXXX, I never submitted any modification paperwork as of yet. I did send in a XX/XX/XXXX letter on a payment proposal which carrington does not respond. It seems Carrington has taken position we have incomplete package on file =THIS IS NOT THE CASE.. FROM WHAT BORROWER RECENTLY LEARNED, in response to my XX/XX/XXXX letter .Carrington unilterally opened up a modification queue and stated incomplete documents without ever notifying borrowers. NOT APPROPRIATE PAINTING BORROWER AS NON COMPLIANT. 
Carrington is trying to make the CASE borrower is not cooperating when this is not the case. BORROWER HAS CORRESPONDENCE, PHONE LOGS AND EMAILS AND OTHER PROOF THAT RUN TO THE CONTRARY. every rep seems not to know whats going on.Carrington is distoting the accurate truthful plethura of past events to haten forecloure and facilitate counteraction in form of 93aand injuntive relief and damages. 

Also Carrington hired and agent, XXXX XXXX  in Massachusetts to taped a note to my property stating confidential but the correspondence had no envelope and the other copy was in the street with my  account number and personal information all over it stating Carrington is trying to reach us even though my spouse has been in weekly correspondence all XXXX and XXXX and no represenative stated hold on someone needs to speak with you.i filed a complaint with attorney general office and police department complaint was lodged.Also my spouse who happens to be on title and mortgage and authorized third party has repeatedly asked for non recorded line to speak on for months Also for months after being Carrington was notified by certified mail, email, and phone Carrington disregarded change of address .Also XXXX XXXX Carrington reps decepivness in his dealings back in XXXX and we were given wrong and misleading informationby him. .Those calls were not prefaced as being recorded NOr was any PERMISABLE PERMISSION WAS EVER GIVEN NO WAS THEIR A PHONE DISCLAIMER THEY WERe.carrington can not record us without permissable permission or a disclaimer, Also your reps after verifying socials account number and passwords to vet account was denied information to borrower because my souse failed to answer ridiculous questions about if we are together.seriously? Carrington can not witholfd information on a question like that.numerous letter that create a Carrington as sneaky and disingenious.

in closing there seems to be a disingenious, scripted effort and try to distort the ACCURATE PLETHURA OF THE TRUTHFUL EVENTS AND try to portray borrower as non compliantOR IN A BAD LIGHT so Carrington can hasten foreclosure.A perfect example of this is back in XXXX Carrington thought they could threaten foreclosure without updating the Right to Cure as prescribed by law. 

A modification packet was requested as per your rep advise just on XX/XX/XXXX. Also we see have not received any voicemails from carrington .to the best of my knowledge no one has called from carrington.please stop playing ganes and deal honestly and fairly or we will go into a injumctive relief hearing to thwart any attempt at hostile transfer.Borrower has kept meticulous records of the borderline or possibly 93A unfair business practices which we welcome a judge to decide on.Borrower and borrower rep seeks amicable negotiations and resolution.Borrowers have also filed complaints with CFPB and some are still unanswered In closing, if past performance is indicative of future behavior by Carrington we dont have faith in a process that seems BE BENT IN FAILURE FOR BORROWER.Carrington SEEMs NOT TO HAVE THE CORRECT INFORMATION AND HAVE MADE BORROWER LOOK NEGLIGENT WHEN THE FACTS PURPORT OTHERWISE. 






-- -- -Original Message -- -- - From : XXXX XXXX XXXX To : XXXX XXXX Sent : Wed, XX/XX/XXXX XXXX XXXX Subject : XXXX XXXX HELLO This message is intended for XXXX XXXX. My name is XXXX XXXX and I am a Home Retention Specialist with Carrington Mortgage Services. Please call me at XXXX. I need to review the paperwork you submitted for your modification. I am here between the hours of XXXX to XXXX Pacific Standard Time. I would appreciate an opportunity to speak with as soon as possible. 

Thank you 2nd email : To XXXX   XXXX Cc mortgageassistance XXXX received a call today that was severley lacking in the facts.we could not even begin discusions into any type of modification nfor he stated he did not have our XX/XX/XXXX letter. 

why is there not 1 single point of contact? 
Why are people calling who are refuting receiving documentation sent in by verifiable sources that we can proove was received? 
Why has no one reviewed rhgis account in depth? 
why have not we received a breakdown in detail of arrearages to date? 
why does carrington seem intent to just go through the motions and refuse to answer are bona fide legal requests for information? 
you sent and email, we called you back today, stop involving others .we already been told we have more than a case under 93 A are you ther single point of contact arrington comes to foreclose under these circumstances borrower taking this to injunctive hearing, carrington we can proove has purported numerous violations regarding this account. 


please call so amicable negotiations can continue.tired of reps stating we have incomplete packages when we dont, it has only been 3 days since we received modification package. 

also answer to all ou written r requests Reply

Company response to consumer: Closed with explanation