Consumer complaint received 2022-06-09
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: LA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I called into Carrington Mortgage customer service attempting to get a status update on my modification application. I had been calling several times over the past couple of months ( since sometime before XXXX ). I called on Tuesday, XX/XX/XXXX around XXXX and spoke to a representative named XXXX XXXX I explained to him that I was concerned that I was not receiving transparency about the status of my modification and that I wanted to make sure that the company was not trying to reset my interest rate to the new rate since my initial application was done with the old rate. I attempted to explain how I was informed that the company had kicked my modification out by no fault of my own. 
I contacted Carrington on the following dates which is noted in my account record : XX/XX/XXXX ( email owner occupied property verification form ), XX/XX/XXXX ( spoke to XXXX he looked at underwriting notes ), XX/XX/XXXX ( spoke to XXXX was with underwriting and now in review status ), XX/XX/XXXX ( spoke to a female rep and she informed me that my application was kicked out by the system and I would have to reapply with the new high interest rate. states they could not locate my occupied property verification form ), XX/XX/XXXX ( received a legal notice of foreclosure ), XX/XX/XXXX ( spoke to XXXX to request a written status update ), XX/XX/XXXX ( traveled to post office to pick up a certified notice of foreclosure ), XX/XX/XXXX ( called and tried to email my contact person XXXX XXXX with no success, so I emailed XXXX. I also faxed XXXX complaints to Carrington 's Customer service department @ XXXX, XX/XX/XXXX ( emailed to Carrington 's advocacy department @ XXXX ). To date I have not had any contact with details of any of my complaints. 
XXXX acknowledged that my account showed I was kicked out on XX/XX/XXXX. I informed him that I was still receiving certified letters of foreclosure as recent as the date of my call on XX/XX/XXXX, but every time I called I received conflicting information from what was sent to me in writing via mail. I requested to be sent a written update of the status of my account and the details of my modification ( initial application and the reactivated one ). 
XXXX started telling me you were not approved for anything!!! I tried to explain to him that I was not saying I was approved but that it was unfair to not provide transparency and that I felt like the hardship and burden was being placed on the consumer. He made very discouraging comments like you want special privileges and I tried to tell him I was not asking for his sympathy but that the special circumstances is what brought on the hardship request in the first place. He kept making discouraging statements to me when I asked to speak to a manager and said they will tell you the same thing. I tried to explain to him that I felt like he was not treating me fairly and that there was obviously a cultural barrier or something because of how he was handling my call. He accused me of trying to call him XXXX and proceeded to state that they did not have to approve my application. I asked that he not threaten me with that kind of talk and requested to speak with a manager. I had to keep defending verbal barriers my entire call with him because he kept saying statements to either minimize or marginalize my concerns about why I applied in the first place and the hardship caused by having to resend everything all over again. I even felt compelled to explain how I had medical, financial, legal/court documents, and domestic records I provided for my file. Instead of considering impairments/limitations/hardships regarding why I ask for assistance in the first place, XXXX made condescending remarks about me accessing help as some kind of privilege or special treatment. I reminded him that I contacted customer service the day before filing a complaint via fax and that I had reached out to the Consumer Financial Protection Bureau ( CFPB ) on XX/XX/XXXX ( spoke to XXXX he started a verbal complaint file also ) for guidance and XXXX still did not check into my concerns but dismissed my sense of urgency regarding my home. If anything, he reminded me of additional barriers to my concerns and told me that since I called into the company, no one could call me back for another 8 days due to some law CFPB passed. To my knowledge, this is not a practice at other Mortgage companies and Carrington 's website informs consumers how their representatives are extensively trained to help, advocate, and assist homeowners especially in times of need such as what I have been experiencing. I attempted to explain that he was treating me differently which is not in line with Carringtons mission, responsibilities, or best practices regarding customer service. I had to eventually ask him not to say anything further to me, and respectfully ask that my concerns be escalated to his supervisor. He informed me that he would send it to XXXX XXXX supervisor ( XXXX ), and never mentioned his supervisor. I informed him that I could not get in touch with XXXX and her extension did not work, nor her email. XXXX informed me that Carrington disabled the extensions some time ago and that it would basically be a stroke of luck for me to call and get the same person to handle my concerns. I explained that these kinds of systemic barriers are unfair to homeowners, especially in this circumstance. The treatment I received was discriminatory and violates my rights to say the least. Additionally, the systemic barriers and lack of transparency places homeowners at additional risk which fails to make these programs equally accessible to consumers with hardships and XXXX. This directly violates the Federal Equal Credit Opportunity Act which prohibits discrimination based on race, color, disability, applicants income limitations, or because the applicant has, in good faith, exercised any right under the Consumer Protection Act. I am attaching documentation of the details of my concerns which were emailed, faxed, and there should be several phone recordings, especially the recording with representative XXXX. I mentioned how much time and financial strain this has caused me on top of the prior hardships but he did not seem to care and used his own personal judgement/bias in attempt to minimize my request for help. After months of waiting and a conflicting and unfair/systemic barriers by the Mortgage Company , the service and treatment I received from XXXX left me feeling very uncomfortable and felt like I had a greater burden to prove than others when compared to someone of a different race and economic background. Especially, when he made sure to remind me that they " did not have to approve my application '', which I felt was threatening! Basically, if I had money and was not a minority, I would not received so much resistance and confusion. I had to dig and look for other resources of help which was never offered by XXXX. I later found by digging for a complaint contact, that they have a listed advocacy contact. I reached out to them as well but like all roads with my process for several months, it has led to nowhere and further delay, barriers, and hardship.

Company response to consumer: Closed with explanation