Consumer complaint received 2019-05-10
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
1. Carrington Mortgage Svc won't apply over a years worth of payments ( possibly more ) to principal, only to future payments 2. Wrong house payoff. 3. XXXX/Mortgage Customer Service told me to not make payments for 2 months ... ... 
I spoke to XXXX in Customer Service on or about XXXX because I got a letter regarding my prepayments. But I have no prepayments, just a monthly payment to the Mortgage. And one to Principal, every month since XX/XX/XXXX, & some were HUGE and bigger than my mortgage payment. She said they messed up my account in XX/XX/XXXX and began applying my principal to future house payments but they weren't going to fix any of last year because it was their policy to only go back 60 days. She spoke to her supervisor that let her request a 90 day adjustment. ... ..I was super peeved! I explained I am an older lady, ( Veteran ) working 2 jobs who was trying to get the house paid off early because retirement was coming and I may not be able to work that long. She kept saying they were going to adjust 3 months but not anything previous. I told her, " That is MY money, I sent huge payments to Principal to shorten my years on the loan/interest, and Carrington took it placed it where they wanted to and now it is as if I haven't paid anything to Principal & my loan is not shortened except for these past 3 months you are going to adjust??? She stood her ground that it could not be changed. I requested a phone number and address to their attorneys office in the event I would need to get an attorney myself. She said the only thing there was to give was the Research Department Fax and address, and there was no phone number except the Customer Service number. I asked, When will Carrington contact me to let me know if all 3 months were applied to principal and if they changed my house payoff? '' She said they would not call and I would have to call back at the end of XXXX and in the meantime I can't make a house payment NOR a principal payment until XXXX. WHAT??? This doesn't even sound legal to me! I called the Mortgage Co ( Carrington ) when I first started making Principal payments and was assured there was no penalty, they assured me I had the correct address, we reviewed the days I would send checks so they would never be late, and my Bank sends a check that says " PRINCIPAL '' on it every month. I WANT ALL MY PRINCIPAL PAYMENTS WHICH THE BANK SENT, TO BE APPLIED TO PRINCIPAL AS INTENDED AND AS THE PAPER CHECK STATES. AND I WANT A RESPONSE IN WRITING, NOT JUST HEARSAY FROM 10 DIFFERENT CUSTOMER SERVICE AGENTS! WHY CAN'T THEY FIX IT? IT WAS THEIR ERROR! IT SEEMS LIKE THEY ARE EXTENDING THEIR LOAN AND GIVING ME MORE PAYMENTS SO THEY CAN GET MORE MONEY FROM ME WHEN THEY ALREADY HAVE THE PRINCIPAL MONEY THAT WAS SUPPOSED TO SHORTEN MY LOAN IN THE FIRST PLACE! WHAT IF I CAN'T WORK FOR MUCH LONGER? WILL THEY COME AFTER ME TO FORECLOSE WHEN THEY ALREADY HAD MY MONEY??? WHY ARE THEY NOW TELLING ME NOT TO MAKE PAYMENTS? I DON'T WANT THEM TO FORCLOSE ON ME! I'M JUST TRYING TO PAY OFF MY HOUSE EARLY! ( See attachments : letter I wrote to them and 3 pages of payments. I've not sent it to them, but chose to go through the CFPB )

Company response to consumer: Closed with explanation