Consumer complaint received 2019-06-03
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
After 11 years with my bank lender, my loan was sold to Carrington Mortgage services. 
My loan was transferred and I was obligated to make payments to them starting in XXXX 2019. 
I've never been late EVER in my mortgage history with any mortgage lender. 
I've never missed a payment with any mortgage lender EVER. 
I've always provided documentation when requested in timely manor. 

In the last two months with Carrington Mortgage Services, I've made many phone calls to them since taking over the servicing of my loan. I've have not been happy or successful in getting three items resolved. 

1. I've never received a written statement stating what changes being made to my payment due to something they call DSI. I did receive a letter saying that they were increasing my escrow amount. I had to go to their website to find out about the DSI and escrow money owed. Once I saw I owed, I paid the DSI and the change in my escrow amount through their website immediately in addition to my mortgage payment. They came up with amounts of {$1.00} twice, {$220.00}, and {$86.00}. The payments I tried to make on their website for the {$1.00} and {$86.00} would not be accepted because my payment was under {$100.00} dollars. They don't accept payments under {$100.00} so I then made a {$100.00} payment to cover those small items since that's the way their website works. Even though they had my {$100.00} in their bank account they didn't credit it to my account. 

2. I know my mortgage payments are due on XXXX of each month. When I didn't see an automatic withdrawal of my bank account I set up on XXXX/XXXX/2019 I called them. The first letter identifying that Carrington set up my CMS DirectPay was on XXXX/XXXX/2019. It stated that automatic draft of my monthly payments would begin on XXXX XXXX, 2019. I set up my payments to pay two weeks earlier than when due. Eventhough the letter received said it was set up and processed, they didn't take from my account when due. I called and made a payment immediately. I am being charged a late fee and more importantly, considered paying late. They said the CMS DirectPay was set up. They also didn't send me a mortgage statement and they tell me they weren't going to do the CMS DirectPay and that I needed to make myself. I've never been late on any type debt in my entire life. 

3. My primary residence with regard to this loan is a condominium. I received many letters in the mail for Proof of Insurance for Flood and Fire. I provided both immediately which came on the same Accord proof of insurance form. The Proof of Fire was accepted but the Proof of Insurance on Flood was rejected. Its the same Accord Proof of Insurance I've been providing to my bank lender for the last 11 years. Its a standard form providing proof of insurance. It is a +/- 280 condominium property. Carrington send me a letter dated XX/XX/XXXX that if I don't provide an acceptable proof of insurance for flood, they will force placed Flood insurance on me for XXXX XXXX.Next day on XX/XX/XXXX I received a letter that I am now charged {$1400.00} on flood insurance for my condominium which has existing flood insurance on it. The reason for the rejection is because we are in two side by side buildings with the same address. They want my proof of insurance for flood to state which building I'm in on form. Its the same address.

Company response to consumer: Closed with explanation