Consumer complaint received 2022-06-09
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TX
Product: Debt collection
Sub-product: Mortgage debt
Issue: Took or threatened to take negative or legal action
Sub-issue: Seized or attempted to seize your property

Complaint:
Hello, I bought my house in XXXX of XXXX with XXXX XXXX XXXX during the whole year of XXXX I paid my normal amount of XXXX XXXX In XX/XX/XXXX I noticed my payment for my Mortgage didn't come out of my account so I went online to check what was going on. Online it said the amount due was XXXX XXXX I called right away and talked to someone about what was going on. During this time it was reflected on my credit score and it dropped down to below XXXX, I was assure it would be fixed after I get everything sorted out. 

I was told that there was a reanalysis of my loan and that I owe Property Taxes from last year ( XXXX ) and current taxes. In the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Veteran we don't have to pay property Taxes as long as we are living in the residence. I sent over my supporting documentation and continued to pay my mortgage or at least the amount I owed. I called regularly and asked what the status was and they kept telling me it will take around 20-30 days. The amount of XXXX $ I sent for my payment was sent back since it wasn't a " Total amount '' for what I owed. At this time my bill was saying XXXX $ + since it was still incorrectly saying I owed taxes. 

I went on the Covid forbearance plan from this time and it was still not fixed. I went to XXXX XXXX 's tax office and made sure my information was correct and it showed XXXX $ owed. Still with nothing being fixed. My mortgage was sold to another company called Carrington Mortgage which is a debt collecting mortgage company, this was back in the fall of XXXX. I was told to wait until my loan was fully transferred and go from there. When my payments started it was the same thing and the amount was the same XXXX and I called again to make sure this was handled correctly. Again I asked to be on the forbearance program until this was sorted out. I sent in a Mortgage assistance application and talked to another lady inside Carrington that was trying to help me out. 

Fast forward to XXXX I'm no longer on the Covid forbearance and my credit score dropped down again due to " late payments '' so I called again to see what the status was and I was told my XXXX was rejected. I spoke to another person and they told me to call these different departments inside their company, I called up the property tax division and told them the situation. I was told to upload documents, I called my tax office again and they said they don't provide those documents to the owners themselves, and that the company needs to request them. I called back two days later to see the progress and what has been done. I was told that on their end it is now corrected and I owed XXXX $ for taxes. At this time I'm still getting Monthly bills saying I owe XXXX XXXX I spoke to another lady and she put me in touch with a case manager which let me know what was going on. They tried to do a XXXX XXXX loan but due to it not being with XXXX XXXX of my current payment they rejected it. I didn't fin this information out until late XXXX. 


In XXXX I submitted the XXXX again and called to see where it was in the process. I was told they couldn't see page XXXX & XXXX of my application which is bazar because they were all in a XXXX XXXX This time I resent them XXXX or XXXX files at a time with the completed forms. In XXXX I called XXXX and was told that my application was rejected due to missing documents. I've called many more times after this and resubmitted the paperwork. I came home from a XXXX XXXX  and I had a paper taped to my door saying they were starting the Foreclosure process. I resubmitted my Mortgage application on the XXXX of XXXX after speaking to another rep about how I couldn't use my older application due to it being from XXXX timeframe. 

Today, XX/XX/XXXX, I called again to ensure they received my documents and I was told they haven't. I used the same email address that is found online and that I've used before - XXXX I didn't receive an automated response for the past XXXX XXXX I've submitted these forms. So I asked the customer service rep on the phone what can I do because this has been extremely stressful and I don't want to lose my home due to some error that was created a long time ago. He made me send the documents to that same email address and XXXX him to let me know they received my XXXX files in full. He also took the time to extract these files and send them directly himself. I was told that my case manager from back in XXXX is no longer my case manager. I was given his email and asked if I could talk to him personally about my situation.

Company response to consumer: Closed with explanation