Consumer complaint received 2022-05-27
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: WI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
This complaint was originally sent to XXXX XXXX XXXX XXXX XXXX, they replied : ( XXXX XXXX acts as the trustee for the Trust but does not service or have the authority to service the Loan. The Master Servicer is the party who is required to service the Loan, which includes, among other things, determining whether to modify or foreclose on or responding to Consumers concerns related to, the Loan. The Master Servicer has advised that any questions concerning such servicing practices related to the Property be directed to XXXX XXXX, SVP-Treasurer, XXXX Mortgage XXXX XXXX XXXX ) I sent an email to XXXX XXXX and she referred me to another person who I was unable to reach and did not contact me regarding this complaint. So I will forward this complaint to XXXX XXXX herself to explain how this could happen? 
We have been fighting a foreclosure since XXXX. Just to clarify, we have not been in our house not making payments. We have made many payments. Some payments were misplaced or not recorded by servicers. Some errors occurred with a change in servicer -check went to the wrong place. Several checks were returned without explanation. In effort to keep this letter shorter, I am addressing some key points of the past XXXX years. The only time we could freely make payments was after being forced to file bankruptcy to save our home, this is our only debt, we have no loans, credit cards or unsecured debt. 
We have had XXXX loan servicers in XXXX yrs. Some of these servicers are no longer in business. We have had constant confusion due to the changes in servicers. This includes lost payments, conflicting information, lies told by servicers, constant denials of loan modifications. From guidelines I have read regarding mortgage banking guidelines in place, this is a horrible case of unethical, fraudulent and/or illegal practice. We have a paper trail of proof of this activity. Our current mortgage servicer is Carrington Mortgage Servicing LLC Loan # XXXX We have had sheriff sales scheduled, even when our loan modification was in process or complete but they did not stop the upcoming sale or lied and said this would stop it but it did not. We were denied several loan modifications where they claimed items were missing even if I had proof they were sent. On XXXX HUD intervened and voided one sale from being confirmed due to Dual tracking as we had a completed modification packet. We have had many errors in payments due to a constant change in servicers. We have so many Interest charges and penalties that the amount owed more than the value of our house at this time After filing XXXX XXXX bankruptcy since XXXX servicing unable to trust or help us to work out a solution. The most recent errors by in payments were addressed during bankruptcy in XXXX. The attorneys for XXXX  XXXX XXXX ( XXXX ) admitted there were errors in recording payments on our Loan.

We had forced lender placed insurance despite the fact we had our own insurance. We had a fire in XXXX lost our wood business shop and tools among many other items. We had all of the paperwork complete and it was submitted to XXXX with no response. The insurance adjuster came to our home to inspect damage after fire and reported this as a total loss and XXXX would be compensated. We have received no compensation or explanation why they just ignored our claim. XXXX and their attorneys XXXX XXXX XXXX XXXX XXXX XXXX  ) refuse to discuss this issue or compensate us for the loss. In frustration we sold the home to get free of XXXX  XXXX XXXX XXXX XXXX XXXX & Carrington Mortgage service in XXXX We had all paperwork completed on XX/XX/XXXX with buyer. Closing was set for XXXX but then moved to XX/XX/XXXX due to a death in the mortgagers family at the bank. 

On XX/XX/XXXX, we received a copy of a " Notice of Confirmation of Sheriff Sale of XXXX in our mailbox. The Attorney for XXXX XXXXXXXX XXXX confirmed a previous sheriff sale that we did not know took place. We were deceived by XXXX back in XXXX XXXX. We had completed a request for loan modification. XXXX told us it was a complete packet in XX/XX/XXXX and it was being reviewed in underwriting. We were told by XXXX this modification would stop the sale. 

Now in XXXX of XXXX -we are ready to close on our sale of our home. XXXX is aware of the home sale and providing documents for our upcoming closing date. We had just had a phone call with the Title Company, myself, and XXXX when they offered help with Covid relief available if we did not want to sell the home, I declined. XXXX did not inform us of a problem with the sale/closing. During this same time period, they are confirming a sheriff sale of XXXX ( XXXX yrs ago ). This is the sale that said was canceled due to complete modification request packet. I have tried to find a record of sheriff sale on XXXX XXXX but can not find one. XXXX  Is listed as high bidder and buyer and the foreclosing lender at this sale. Our notification of confirmation of sale ( sent XXXX days before hearing ) arrived after the hearing was finished and we could not attend. WI Stat 846.165 states a 5-day notice. Attorney XXXX signed an affidavit that it was mailed timely but records of United States Postal Service conflict with Attorney XXXX affidavit. USPS recorded a mailing date of XX/XX/XXXX at XXXX pm and arrived at our mailbox on XX/XX/XXXX an hour after the hearing was finished and we lost our home. This was a certified letter incorrectly mailed by sender with signature card still attached. If the law of WI Stat 846.165 had been followed, we could have paid our home loan off in full before the hearing. If the servicer had told the truth about the situation, we could have closed the loan on earlier date. This Servicer misled us, told us lies, withheld the truth and were deceptive to take our home we have lived in for XXXX  years. They did not make any effort to assist us in working out our loan, pretended to be helpful in assisting our home sale then deceptively confirmed a sale without our knowledge. Carrington Mortgage took away our chance to pay off the loan and sell the property along with destroying our credit, they did not pay the fire damage with insurance compensation which cost us 3 years of income. They have taken everything from us.

Company response to consumer: Closed with explanation