Consumer complaint received 2017-01-26
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: SD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I received a notice on or about XXXX XXXX, XXXX from XXXX XXXX XXXX that they had sold my mortgage to Carrington Mortgage Services and they were no longer servicing my loan. By the XXXX, I still had not received anything from Carrington Mortgage so I called XXXX XXXX XXXX concerned about making my XXXX mortgage payment that was due by XXXX XXXX. XXXX XXXX XXXX reassured me that I should receive information soon and that Carrington was not assessing late fees. I finally received some information from Carrington regarding the purchase of my mortgage but never received a billing statement to make my payment with them. I used an address in the information they provided to send my XXXX payment. By XXXX XXXX, XXXX, I still had not received any billing statements from Carrington Mortgage, so I called them. The representative ( XXXX ) requested a payment for both XXXX and XXXX. I advised that I had sent my XXXX payments several weeks prior and it had cleared my checking account. She did some research and advised me, they did receive my payment, just did n't post it to my account. I requested an explanation on why it was n't posted when it was received and she apologized and said she did not know why it was n't posted and had it applied to my account that day. I also made a phone payment that day for my XXXX mortgage payment. During this call, I also questioned by they did not have the most current information on my account from XXXX XXXX XXXX, they had a phone number that was over 10 years old and my last name has n't been updated since I was married in XXXX XXXX. I advised that XXXX XXXX XXXX had all the most current information and documention from my name change. They did not know why they had 'old ' information and requested new documentation to update my records. I sent the documentation necessary including automatic withdrawal information for my payments since their website only allows me to log in and view my information but I can not make an online payment, even though is a service advertised on their website. It states it can not process my request each time I try to do an online payment, the representative could not answer why to this question either. Yesterday, XXXX XXXX, I received a certified letter from Carrington Mortgage Services that my mortgage was 60 days past due since my XXXX and XXXX payments were not received and that my mortgage may go into foreclosure. I immediately called them and stated both the payments had cleared my checking account already, I explained the issues I had from the call on XXXX with the XXXX payment not applied, and making my XXXX payment by phone and the representative said " you 're account is current now, have a good day '' and attempted to hang up. I requested a manager to speak to, the manager introduced herself and said " is there a reason you requested to speak to me, you 're account is current ', I explained the certified letter I had received about not receiving my payments, and she just kept saying well your account is current now. I asked why I do not receive my billings statements and she replied because my mortgage was discharged in a Chapter XXXX Bankruptcy and they do not have to send me billing statements. I advised that my loan was not discharged in bankruptcy and that they are required to provide billing statements for me to send my payments in with, she argued about this then finally put me on hold and said she submitted a request to have billing statements sent to me. Neither of these representatives could answer any of my questions, why they said my loan was in bankruptcy, why I do n't receive billing statements, why I received a past due/foreclosure notice, or why my payments are not posted to my account when they are received. In my opinion, this company is breaking many laws!!

Company response to consumer: Closed with explanation