Consumer complaint received 2021-01-12
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: MN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX my garage experienced a fire. Damaging my deck as well. I was originally with XXXX XXXX XXXX at the time. My insurance company issued the funds addressed to me as well as the mortgage company. I signed the check over to the mortgage company and overnight mailed it. During the month of XXXX I sent over all of the requested documents and the company never issued out the starting percentage and made excuses every time I would call. One rep even stated that they may take the funds due to my balance owing, which at the time I was in the process of applying for a modification. My loan was taken over by Carrington Mortgage. I called them right away when the loan transferred on XX/XX/XXXX to request funds for my contractor who at the time still had not been paid. Whenever I would call I would countless reps that did not know anything and would give me the run around by transferring all over. Finally in XXXX I spoke with someone that stated that Planet Home never forwarded supporting documents for my loss draft and requested me to send them everything. After several attempts was able to submit everything to Carrington. I was advised on XX/XX/XXXX that funds would be issued out within 5 days. After over a week and reviewing their online portal, I noticed nothing had happened. I called and the rep informed me that they placed the funds in the wrong ILD account and they on that day I called which was XX/XX/XXXX were requesting a transfer which had to be done by a supervisor. I requested a call back from a supervisor, which took a week, I spoke with XXXX and informed that through the 2 month process I have not received several but one call back from my file owner. I have spent countless time working on this matter with no help from them. XXXX seemed unbothered and unconcerned. XXXX went on to say he would put in a 3 day request to have funds mailed however that it would take an additional 5 days to process. He stated to me that technically they can keep the funds and not pay the contractor if I am passed due on my mortgage and I would have to figure it out. I felt that he used his role to apply scare tatic instead of being helpful and owning the fault of what the company did. I requested for his supervisor to call me and he asked me what for he already helped me. Stated that he would have someone call me and never did. I was informed that the funds would be issued it 2 halves and the 2nd have would be disbursed once the property passed inspection by the adjustor. The adjustor XXXX came to my home on XXXX, same day received a call and voicemail from my File Owner XXXX XXXX that she received and would be putting a request in to have funds issued. I called back on XX/XX/XXXX to check the status and was informed by rep XXXX that she never made any notes and that there was not request made. on XX/XX/XXXX I requested a call from her and a supervisor, today is XX/XX/XXXX and I have not received a call. I called last night the rep " XXXX '' seemed to not know how to read notes or do her job, she end up hanging up on me and when I called back they were closed. I called back today, got rep XXXX, she was extremely sweet and helpful, she advised that she did not see any follow up notes and they funds should have been issued out weeks ago, especially being the inspection passed almost a month ago. She put in another request for a supervisor call and request that funds be issued. She is filing a complain on her end as well for negligence in this matter. I filing this complaint because I feel that this company has dragged their feet with this account, no call backs, lack of representative knowledge, rude supervisors and scare tactics. I have been threatened and harassed by my contactor who has gone some time without getting paid and got his first payment since XXXX last week. This company needs to investigated and fined.

Company response to consumer: Closed with explanation