Consumer complaint received 2019-01-08
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
To whom this may concern My loan was recently sold and transferred to Carrington Mortgage services. Before that it was owned by XXXX  XXXX XXXX since XX/XX/2008. 
My last payment I made to XXXX XXXX XXXX was XX/XX/XXXX, after that my payment was made to Carrington.

During this short time Carrington has not sent me any requested literature on their company or a breakdown of my mortgage balance as requested. 

When first making my payments I was told the loan was to new to pay online avoiding the XXXX service fee I had to pay on the phone On XX/XX/XXXX I called to make a monthly payment over the phone with a associate. I authorized a one time payment of XXXX to be debited from my account. On XX/XX/XXXX that payment was paid and posted to my account. The transaction my posted on my online banking. XXXX XXXX   also confirmed this was accurate During the same month of XX/XX/XXXX on XX/XX/XXXX and XX/XX/XXXX Carrington Mortgage made two unauthorized attempts to debit my account. XXXX  XXXX confirms this For XXXX. 

I called carrington mortgage on XX/XX/XXXX to express my concern about the unauthorized debits to my account in XXXX. Right after I verified my information the representative told me my loan was delinquent. Asking me my intentions for my home. And I did not pay my monthly payment in XXXX. I told him my payment was made on XX/XX/XXXX The representative told me my payment came back insufficient funds and I need to pay a payment now but only by XXXX XXXX or XXXX XXXX   since my account is flagged I told him a payment was made on XX/XX/XXXX and my banking intuition confirmed that. 
He told me I can make a complaint to the resolution department about my missing payment. Which he did. But then aggressively keep taking to me about making a payment even know I told him a payment was just made. Even suggested until " find the money '' He told me he could take 30-60 days to resolve and payments still need to be made. And if it's not resolved my XX/XX/XXXX but XX/XX/XXXX I would need to make 2 payments by XXXX XXXX and that 2 payments is all they would accept. He offered me ZER0 explanation for why my account was debited to addition times unauthorized in XXXX He was rude and unsympathetic and the mistakes in my account and my lost payment. I got off the phone feeling extremely concerned with my mortgage with carrington. 


After that I faxed in the paperwork requested to the number they provided me for the resolution department for my XXXX missing payment. I faxed the information five different times. 
Over the next couple days and weeks I call daily sometimes twice a day. And nobody could even confirm they received my paperwork. I asked to speak to the resolution directly but carrington told me they do not take incoming calls So now I'm stuck waiting with no resolution And no concern to get this situation fixed. I can't email them. Because carrington does not email. You can not talk to anyone directly. They will not call you even when you request a call about your account.

My last attempt was to call them on a three way call with XXXX XXXX. After speaking to XXXX XXXX they offered to help me by giving carrington the transaction and speaking to them but once they were on carrington refused. 

At this point I feel carrington is pushing me to be delinquent and putting me in a situation to loose my home. They offer my zero help to get this resolved when all I want is to pay my mortgage on a monthly basis.

The whole month I felt physically ill and stressed out just waiting. I made to feel every time I speak to them that I could lose my home. I refuse to pay them by XXXX XXXX considering they lost a ach payment. And I'm having no luck getting that cleared up. I really need help because I am simply at a breaking point XXXX XXXX

Company response to consumer: Closed with explanation