Consumer complaint received 2017-06-09
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
On XX/XX/XXXX and XX/XX/XXXX, I tried to get information about my Mortgage account from XXXX XXXX XXXX XXXX. I spoke to three different representatives and I got conflicting amounts on the payoff and procedures. I was verbally battered by one of the XXXX XXXX XXXX XXXX representative. I believe her name is XXXX. The following is an account of what happened : The first time I call I managed to get through to a representative but after I gave all my information, we got cut off ( time of call was XXXX, XX/XX/XXXX ). The second time I called ( XXXX ) I spoke to a representative by the name of XXXX . I asked her if she can give me a break down of my bill. According to the computers records the total bill amount was {$300.00} but the principal balance was {$55.00}. I asked the representative how did it reach up to {$300.00}. First of all, she had an attitude while she was speaking to me. She seemed as if she was in a rush and needed to go or be somewhere else. She was very impatient with me. She quickly started quoting numbers and it was very hard for me to keep up. I didnt know how the numbers were leading up to the balance. Then the rep literally complained that my principal was so low. She informed me that I inherited {$190.00} from the original loan ( which was XXXX XXXX ) and I told her that I owed XXXX XXXX {$180.00}. I informed the rep that I was going to dispute the extra charge. The rep went on to say that I was late and their company sends out an inspector to the home and charges {$15.00}. I could tell by her tone that she was glad that the Carrington Mortgage company tagged on an extra {$15.00}. She said that I couldnt dispute the charge because I just admitted on the phone that I was 30 days late. She accused me of ignoring the letters that the Carrington Mortgage had sent. I told her that I never received a recent letter in the mail stating that they increased my loan to include a fee of {$15.00}. She continues to argue about the extra charge. The tone that this rep had was that of reprimanding me for not paying last month bill ( XX/XX/XXXX ) and this current ( XX/XX/XXXX ) bill. Then she stated that the principal amount is not the payoff amount. She made it seem that I had to pay a whole lot more, but she had to verify this with another department and get back to me through email for the full payout amount. Im currently XXXX. I living off of my XXXX checks and I was already struggling to try to get my payments in on time. This rep was draining me mentally and physically. I asked to speak to a supervisor because I didnt have enough money to pay the full amount of the bill.
The representative said that she could help me make arrangement for the payment. She was n't helping me she was provoking me to argue with her. I felt so pressured that I wanted someone else to help me. The companys recorded messages states that it charges a {$20.00} fee to make a payment with a representative. She said she would do this as a one-time courtesy ( with an attitude ) .This was supposed to be my final payment. She said that she would take the payment. I told her that I wanted to pay the principal on the loan. She informed me that I owed ( {$55.00} ) last month and ( {$55.00} ) this month so the payment made on XX/XX/XXXX would be {$110.00}. This payment would be a partial payment according to the rep and she was going to email me the payoff amount for the rest of the payment. The rep verified my email address and I was waiting for the email which I never received. After speaking to her I was so stressed out. I really didnt want to deal with her again. She was trying so hard to get me to argue with her. She was definitely provoking me to get into an argument.
The representative made me feel so uncomfortable that I wanted to hang up the phone. This was supposed to be a wonderful moment for me because I was finally paying off the remainder of the loan. Unfortunately, the experience with that rep made me feel frustrated, tired and stressed out. She got me so upset because 1 ) She had a horrible attitude as she was dealing with my request.
2 ) When asked about the breakdown of the bill, she attempted to but was unable to give me a break down.
3 ) She quoted numbers in an attempt to give me a breakdown of the bill, but she was going so fast I didnt know which numbers was relating to the bill or how we got to {$300.00}.
4 ) She seemed irate as she was explaining that my principal was low.
5 ) She reprimanded me for not paying last months bill ( XX/XX/XXXX, in the amount of {$55.00} ) and supposedly XX/XX/XXXX bill ( XX/XX/XXXX ) for the same amount.
6 ) She insisted that I couldnt dispute any extra charges related to my bill.
7 ) I could tell in her tone that she seemed glad and proud when she stated that the XXXX XXXX  charged me an extra {$15.00} on my bill and it could not be disputed ( based on the erroneous information that she gave me over the phone ).
8 ) She accused me of ignoring recent letters that she claimed was sent by the Carrington company.
9 ) She made the payoff amount seem very large which gave me the sense that I owe much, much more.
10 ) She gave me false information about the amount that I needed to pay in order to satisfy the principal. This is why I ended up paying double the amount for the principal.
11 ) She said she was going to email me the information for the complete payout of the loan and any associated fees and she never did.
12 ) I felt emotionally battered, frustrated and stressed out because she was pushing for an argument with me and I didnt want to argue. This call was supposed to be recorded. I urge the Carrington company to review the call so they can hear the dialog between their Company Representative and me. I provided the Date and time on this document.
The call back from XXXX XXXX XXXX (XX/XX/XXXXXX/XX/XXXX, time XXXX ) Another representative called me back with information about my loan pay-out. I think her name was XXXX. She was supportive and understanding unlike the other rep ( XXXX  ). XXXX informed me that the other representative ( XXXX ) was not supposed to take in the payment because all payments were supposed to be made by certified check, money order or wired overnight. She also stated that statements regarding my account could not be sent via e-mail. She then gave me an address in which I should mail the total payment of {$250.00}. The rep informed me that she was going to release the funds and place it back into my checking account. She stated that I had to make the payment as soon as possible to avoid any more interest. I told her that I was going to make out the money order on XX/XX/XXXX in the amount of {$250.00}. I believe this would have been my final payoff. However, when I went to make out the money order the funds for the first payment of {$110.00} was not released and I didnt have enough money to send out the money order.
I was supposed to send it to : Carrington Mortgage Services Cashiering Dept XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, CA XXXX On XX/XX/XXXX, I called back and spoke to XXXX another representative from XXXX XXXX XXXX.
He informed me that everything on my account was looking fine and I double paid on the principal. I asked him about the fees and he said I should call back on Thursday ( XX/XX/XXXX ) which is when the payment may post to my account.
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On XX/XX/XXXX, I was seeking for help. I didnt want to hear anymore conflicting balances or stories. I looked up HUD.Gov and they referred me to Consumer Finance Protection Bureau. Im submitting my complaint online. Hopefully, I will get the correct answers to my question which is : What is my final payoff?
What do I have to do in order to Get a Certificate of debt Satisfaction?
When will the lien department release the Certificate of Satisfaction to Public records?

Company response to consumer: Closed with explanation