Consumer complaint received 2022-11-02
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Hi, I was on COVID forbearance until XXXX with Carrington Mortgage, at which point I applied to resume payments. 

Carrington has taken over seven months to finally process my resumption of payments. 

They sent me a letter that does not provide critical details of the loan modification they are offering. It asks me to agree that there may be no oral agreements, and everything must be in writing. It also states that I agree to pay all fees, etc. 

However, the form does not specify the fee amounts, just that I agree to pay the fees. In some cases, the form has a blank where the fee is supposed to be or other information is supposed to be, and it gives them power of attorney with a form with a lot of blanks. 

The letter also does not include any further details about what is covered. There's no amortization schedule. There's no mention of whether the new payment amount is inclusive or exclusive escrow, or if there is a surplus or deficit in the escrow account that can be applied ( or needs to be paid ). Carrington has stated they will not provide this details, essentially leaving me clueless or guessing as to what it means. 

The notice demands that I sign by XX/XX/XXXX, and I received it two weeks ag. 

So, I sent these questions, and more, to Carrington to understand whether or not the modification makes financial sense, and to understand what my other options might be. 

Carrington 's representative is refusing to respond in writing. He keeps telling me to call, even though the document provided clearly states that no oral agreements are allowed. He's also said he's too busy in meetings to service me, but is unable to delegate. 

In the event Carrington has responded, they have provided erroneous information, and not checked all the facts, or answered all my questions. 

Carrington also does not make a supervisor or someone available when I call ( the last person I talked to, XXXX XXXX, told me I needed to talk to a supervisor but no one was available. ) So we have several issues here : 1. Carrington is not being up front about the costs, policies, and procedures. 
2. Carrington, via their representatives, is refusing to service my loan by providing me basic information about things like fees that I have a right to know. 
3. Carrington has taken an extremely long time to allow me to exit XXXX forbearance, and now is claiming I have taken too long even though they have been taking months. 
4. Carrington 's web site does not include a way to contact them in writing -- only by calling. 
5. Carrington 's employees are inconsistent with what they're saying. In some cases they refer to " notes '' that I can not view a copy of, that do not match my notes. For instance, Carrington sent a form to the wrong address, and then indicated in the notes they were closing my " streamlined workflow '' because I did not return a form I did not receive because of their error. 
6. Carrington is artificially creating barriers to force me to take a workout at a disadvantage. A letter was mistakenly sent to the wrong address and now they are using this as a basis of denying me the option of deferring my payment 7. Carringtons employees are generally uninformed. Theyve done things like send me a link to the Homeowner Assistance Fund and tell me I can use that to bring my mortgage current, but when I follow their link the link states the program is no longer available. They did not send me this link back at the beginning of the year when I might have taken advantage of it. 
8. Carringtons employees refuse to provide information. They claim I must take the workout because it is FHA regulation but do not explain which regulations force me to take this workout.

Company response to consumer: Closed with explanation