Consumer complaint received 2016-03-16
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
In XXXX 2014, carrington mortgage became the lien holder for my mortgage which was sold and transferred from XXXX XXXX XXXX. I was never advised of this transaction either by XXXX XXXX XXXX, or carrington mortgage. When I went to make my XXXX 2014 mortgage payment at the local XXXX XXXX XXXX branch, I was advised that I needed to make my payment to carrington mortgage because my current mortgage with XXXX XXXX XXXX had been sold, and bought by carrington mortgage. As instructed, I began making my payments to carrington mortgage from that point forward. In XXXX 2014, I found out that my XXXX 2014 mortgage payment that I made at the local XXXX XXXX XXXX branch never posted to my new carrington mortgage account. From this point forward and to date, I have spent the last year and a half plus trying to resolve this concern with carrington mortgage and to no avail. I have spoken to at least three supervisor 's and three customer service representative 's, and to no avail. I was asked to provide a payment receipt for the XXXX 2014 payment that I made at the local XXXX XXXX XXXX branch, and I have provided carrington mortgage with the requested information they needed and requested in order to research my concern. These six people as listed above listened to my concerns and gave me a false sense of security for an amicable resolution. They refused to call me back, and refused to help me causing me copious amounts of XXXX problems. I have tried on countless occasions to get a higher level supervisor on the phone to try to help me resolve my concern, and to no avail. I have left countless messages for higher level supervisor to call me, and to no avail. Every time carrington mortgage calls, I repeatedly ask to speak to the CEO 's office, and the same answer I get every time they call is that they do n't have the CEO 's office phone number. Some times when I ask for the CEO by name, the carrington representative has no clue who that is. When I ask the carrington representative on the phone to e-mail the CEO 's office have them contact me the answer I get is that they do n't have the e-mail address. Every time that I initiate a call to carrington mortgage, I get the same response as listed above. Over the course of the last year and a half plus, a plethora of notes have been added to my account regarding all the phone calls that I have made to carrington mortgage, and all the calls made to me by carrington mortgage. To help strengthen my position, all of these phone calls have been recorded. I have repeatedly asked carrington mortgage every time they call to provide me with a list of phone activity on the account and they refuse to do so. carrington mortgage has also received a current monthly payment from me every month beginning XXXX 2014 above the required amount due, without fail. I have consistently made on time monthly mortgage payments to carrington mortgage every month in the amount of {$1300.00}. carrington mortgage continues to willfully, maliciously, intentionally, and consistently misapply my current and regular monthly payments, continues to charge me late fees and property inspection fees, and continues to report me as late sometimes 30 to 60 days late to XXXX, XXXX, and XXXX, along with charging me a whole host of other ridiculous fees and charges. carrington mortgage on any given day with harass me with either robo-calls three to four times a day, or they have their people call me three to four times a day. I have tired countless avenues to get a local phone number for carrington mortgage and every avenue leads me back to the same toll free customer service phone number that never lets you go any higher within the organization. carrington mortgage is bullying me and I need your help now.

Company response to consumer: Closed with explanation