Consumer complaint received 2020-09-07
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: MI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I filed a complaint with the XXXX, but all they can do is mediate and Carrington ignored my complaints even though I have a strong and honest argument. The office of Senator XXXX recommended that I file a complaint with you. Carrington countered my XXXX complaint focusing on points that had nothing to do with the issue. Afterwards, I sent a letter asking Carrington to pull their phone records when I spoke to a Supervisor who agreed that I sent everything that was needed originally in time to prevent going into foreclosure, which lead me to getting on a forebearance plan. They refused my request to pull and review their phone records, which I believe is another violation of my rights. After pleading my case to a Carrington Supervisor the foreclosure was postponed and I was put on a forebearance plan, but they never corrected the foreclosure fees ( should of never went into foreclosure ) that I incurred due to their mistakes. Simply put, the issue is that their Rep 's negligence in not recognizing my unemployment benefit statements as " paychecks '' and not knowing that my mother 's income information is not needed when applying for assistance ( due to my quit claim deed on file ) is what lead to my application getting marked incorrectly as incomplete, which then caused me to go into foreclosure and accumulate a ton of fees. 

This is my full XXXX  complaint below : I'm upset because I applied for mortgage assistance through Carrington and they kept making mistakes claiming that my application was incomplete when it actually wasn't. The Rep named XXXX XXXX told me to send in check stubs when I clearly stated that I was unemployed ( you don't get check stubs ) and sent proofs of my unemployment claim, benefit letter, and one month of checking account history. From a previous application for assistance I also already sent in a quit claim deed that showed my mother has nothing to do with the Loan and that they only need my information ( confirmed by XXXX  XXXX XXXX ). I've fought with a Rep Named XXXX and had to speak to her Supervisor to get my assistance approved in the past and recognize the quit claim deed. After several emails and phone calls I got a letter asking for pay stubs, one month of my checking account history, and all of the same information from my mother ( when I already sent in all of the sufficient information. ) This is around XX/XX/XXXX. So I then email all of the same information again! Later, a month passes and I get a letter stating that I have gone into foreclosure! I then have to call Carrington, fight with several reps, and finally escalate to a Supervisor who agrees that I sent all of the proper documentation in time. So they then place me on a special FHA forbearance plan, but I'm stuck being held responsible for {$3700.00} when I did everything in advance correctly. I believe this is a violation of the fair debt collection act and/or unethical business practices/discrimination against a XXXX ( XXXX XXXX and XXXX  ) XXXX XXXX low income single father. 

Desired Outcome/Settlement Desired Settlement : Billing Adjustment I'd like a billing adjustment of the foreclosure fees- {$3700.00} because I believe they were charged incorrectly and/or maliciously when I turned in a complete application for assistance on time and refund for all of the late charges and interest that I've paid due to these fees, and all delinquent and/or negative credit reporting disputed/removed for my Mother for the total period of time the loan has been with Carrington and all negative credit reporting disputed/removed for myself from XX/XX/XXXX to present is fair. 
Complaint Details Nature of Complaint : Billing or Collection Issues Date Problem Occured : XX/XX/XXXX XXXX XXXX  Date ( s ) Complained : XX/XX/XXXX XXXX XXXX  XX/XX/XXXX XXXX XXXX  XX/XX/XXXX XXXX XXXX   Purchase Date : XX/XX/XXXX XXXX XXXX  Salesperson : XXXX, XXXX Complaint Details ( cont. ) Product/Service : Request for loan assistance Model # : n/a Account # : n/a Order # : Loan # XXXX Purchase Price : XXXX Payment : None Provided None Provided Disputed Amount : XXXX

Company response to consumer: Closed with explanation