Consumer complaint received 2016-06-01
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TX
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Carrington has incorrect and misleading information on their consumer webpage. My loan was transferred from XXXX in XXXX XXXX and apparently, my ACH payment was successfully transferred unchanged. Unfortunately, the timing of my ACH payment did, in fact change. When I log into my account, my payment shows in my payment history as executing on XXXX XXXX. In small letters at the bottom of the page, the words " updated XXXX XXXX '' appear. On the main page, the words " previous payment received XXXX XXXX '' appear. In fact the draft failed to process on XXXX XXXX. Contrary to what is specifically stated in their faq at http : //carringtonms.comXXXX which states " How current is my loan information? 
All loan information is displayed on our website in real time. When we enter your payment in our system, the information on the Loan Servicing Website is also updated. '' This is clearly untrue. I did not realize that the ACH failed, and was in no way contacted by Carrington. On XXXX XXXX, after finally realizing that the payment had not processed, I called carrington 's phone number to make a phone payment. The Carrington service representative refused to process my payment by phone. The website also would not allow payment of any kind. I was informed on XXXX/XXXX/16 that I would have to pay with " certified funds '' and was directed to XXXX XXXX. Returning to the Carrington faq. I attempted to follow the instructions listed for making a payment via XXXX XXXX, only to find that Carrington Mortgage, LLC is NOT listed among the mortgage companies that can be payed in this manner. I called Carrington back and requested that whatever blocks were being placed on my ability to make a payment online or by phone be released. I was told that this is impossible. I in good faith was attempting to pay my mortgage payment, and prevent a " 30 days past due '' mark on my credit reports. Carrington has failed to accept my good faith attempts to pay, and has unfairly restricted how I may pay. Carrington refuses to remove these hindrances. As of today I have mailed them a cashiers check for both XXXX and XXXX of 2016, along with more than {$100.00} excess so that some unmentioned fee does not prevent the cashiers check from meeting the total due. 

Had Carrington 's website not been misleading in critical areas, and absolutely incorrect in others, this would never have happened. The fact that no one that I talked to by phone could explain when exactly I had agreed to the terms of payment they now require bears further examination and scrutiny, as does the fraudulent and misleading conduct of this company. I have asked that any derogatory credit reporting that has happened as a consequence of their error, their misrepresentation of the status of my account, or their unwillingness to accept payment by phone, be removed and expunged from any/all credit reporting bureaus. Further, I have a recording of my interaction with customer service, screen captures of their website and of my personal account that clearly prove their inaccuracy and unwillingness to accept payment. If this issue is not resolved immediately and to my satisfaction, I will pursue legal action in the State of Texas.

Company response to consumer: Closed with explanation