Consumer complaint received 2017-02-12
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: VA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I humbly request assistance resolving concerns I 'm having with my mortgage company, CARRINGTON MORTGAGE ( CM ). They have forced Homeowners Hazard Insurance ( HHI ) upon me for several years and I 'm having numerous complications with CM 's billing practices. One concern is the yearly charge on the monthly statement and on the escrow reviews from CM state that the charge is {$540.00} for HHI. However, the HHI policy declaration from XXXX states that the yearly charge is {$530.00}. That nearly a {$5.00} per year overcharge. The second complication is also a billing issue concerning HHI. It started XX/XX/XXXX. I was charged 3 times for HHI. {$720.00}. XX/XX/XXXX, {$380.00} XX/XX/XXXX and XX/XX/XXXX {$720.00}. I then received XXXX different escrow review statements XX/XX/XXXX, with no explanation on why I received the second review. I started the year paying {$660.00} per month. The 1st escrow review was sent XX/XX/XXXX. My payment changed to {$630.00}. The 2nd review was received XX/XX/XXXX. My payment changed to {$640.00}. I called customer service to request a review because I was paying extra money with each monthly payment and I did n't see that applied on the escrow review. They " found '' {$330.00} in an unapplied funds account. Afterward, I received the final review, my payment changed to {$620.00}. There were XXXX different HHI disbursements on those XXXX escrow reviews. {$720.00} XX/XX/XXXX, {$410.00} XX/XX/XXXX, {$380.00} XX/XX/XXXX, {$380.00} XX/XX/XXXX. The problems expanded XX/XX/XXXX. CM began the cycle of sending placed and cancelled HHI policy declarations for 3 months in a row. example : XX/XX/XXXX received NOTICE OF LENDER PLACED HHI. XX/XX/XXXX received NOTICE OF REFUND AND CANCELLATION OF LENDER PLACED HHI. There was never a refund amount because CM " were unable to verify coverage for the following reason : The information you have provided does not indicate that you have a refund due ''. On the XX/XX/XXXX monthly statement I had XXXX HHI disbursements. XX/XX/XXXX {$540.00}. XX/XX/XXXX {$44.00} & XX/XX/XXXX {$44.00}. On the XX/XX/XXXX statement {$540.00} was charged for HHI. I called customer service to question the charges. The rep informed me that the payment was for the XX/XX/XXXX HHI that was never paid. She alleged that I had not paid the HHI for the previous year and that they had failed to notice it until now. I questioned how CM could bill me a year after the payment was supposed to be made even though I could provide statements that I was billed for HHI several times. The rep instructed me to put my request in writing and fax it to the research dept. She stated that the HHI dept was outsourced and that they had nothing to do with the billing. I wrote a request and sent it the following day and I 'm still waiting to hear back from CM. The pattern of overcharging continued into XX/XX/XXXX. On my XX/XX/XXXX statement I had XXXX HHI disbursement charges XX/XX/XXXX {$89.00} & XX/XX/XXXX {$44.00}. XX/XX/XXXX I procured my own HHI. XX/XX/XXXX, XX/XX/XXXX I received in the mail NOTICE OF REFUND AND CANCELLATION OF LENDER PLACED HHI. It stated that a refund of {$1.00} was credited to my account. A premium of {$350.00} was charged for the time the policy was in place. I called customer service and spoke with XXXX # XXXX & XXXX on the escalations team. I questioned why the refund was only {$1.00} since I was charged {$540.00} for the policy and only {$350.00} was deducted. I questioned as to the monthly and yearly charges that still appeared on my monthly statements. I was shocked when XXXX stated that customer service was only there to take payments and not to answer questions like these. She gave me the standard company policy excuse of writing a letter to research. I decided to write to you instead. I 'm hoping by writing this letter I can get some clarification from my mortgage company concerning their billing practices. I 've gotten no response from CM and I feel like I have no recourse for their blatant overcharging for my HHI. I will provide all escrow reviews and HHI documents upon request.Thank you in advance.

Company response to consumer: Closed with explanation