Consumer complaint received 2020-07-02
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: FL
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
I sent two payments to be applied for my XX/XX/XXXX payment with my mortgage company Carrington mortgage services. One payment for {$2100.00} on XX/XX/2020 and an additional payment for {$550.00} on XX/XX/2020. I have automatic payments through bill pay with my bank. My total payment due is XXXX {$650.00}. When I noticed that the automatic payment only sent {$2100.00} I manually sent {$550.00} via bill pay through my bank. Both payments were applied to my principle instead for my payment due XX/XX/2020. I discovered that it was applied incorrectly on XX/XX/2020 and promptly called customer service on XX/XX/2020 to notify them that I wanted the {$2100.00} and {$550.00} applied to my XX/XX/XXXX payment. I was told it is an easy fix and would be corrected right away. 
On XX/XX/2020 I received an automated phone call from Carrington about my loan asking to call them. I called them immediately and was informed that the payment reversal had not been completed yet and I spoke with XXXX. She stated that she was escalating the issue and that it would be guaranteed to post by XX/XX/2020. She further stated that I would not receive a late fee and that the payment would be considered on time because the funds were there and the account is notated. I was told not to send XXXX 's payment early in XXXX but to ensure they receive it on or after XX/XX/2020. So I went ahead and changed the delivery date in my bill pay via my bank. 
On XX/XX/2020 I discovered yet again that the payment was still not reversed and I called again and spoke with XXXX who transferred me to senior supervisor XXXX. XXXX said that the payment reversal is pending in the management department. She expedited it again and also e-mailed the cashier department at my request. She said it is possible that it would be corrected by tomorrow. I expressed that I was extremely concerned if my credit would be impacted because there is a clear miscommunication happening. She promised me that it would not be. She also told me not to send the XXXX payment early as it would be improperly applied to the principle again instead of the payment. 
I called again the next day, XX/XX/2020 and spoke with XXXX who transferred me to senior supervisor XXXX who e-mailed her superior at my request and said she would have the payment reversal completed that day and that she would call me personally to follow up and let me know that it has been completed. I did not receive a call. 
Today, XX/XX/2020 I called again and spoke with XXXX who transferred me to senior supervisor XXXX with teller ID XXXX. She stated that there is nothing we can do as it is sitting in the hands of upper management. Then she stated that if it is not corrected to appear as a payment in the date I sent it for XX/XX/2020 by XX/XX/2020 that it WOULD BE REPORTED TO THE CREDIT BUREAU NEGATIVELY ON MY CREDIT REPORT!!!! She stated that had I sent a payment in XXXX that this would not be a possibility. However XXXX and other representatives EXPRESSLY TOLD ME NOT TO SEND A PAYMENT IN XXXX FOR XXXX! My XXXX payment was received and posted with carrington on XX/XX/2020 as per the advice of several associates with carrington. 
This situation is UNACCEPTABLE! One could say that this is FRAUD! 
I explained that I am in the middle of an application to refinance and this is putting me in financial jeopardy. 
I need help. I need my payments of {$2100.00} and {$550.00} that XXXX applied to principle to be applied to my XX/XX/XXXX payment and my XX/XX/XXXX payment that was sent XX/XX/XXXX applied to XX/XX/XXXX. Carrington has had at least 22 days to complete this request and their advice has put me in jeopardy of a negative credit reporting which can result in refusal of my refinancing terms elsewhere.

Company response to consumer: Closed with explanation