Consumer complaint received 2016-10-18
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: MO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I previously filed a complaint with the Case Number Case number : XXXX. The response received from the Mortgage Service Provider as their response identified illegal compliant issues that violate HUD, FCRA and conflicting information with handling disputes that is not on their disclosures. 

As in my previous complaint, all I needed was a one month forbearance to get caught up and avoid paying excessive late fees. I was advised by CMS representative that the company does n't participate in forbearance options. I encourage to listen to the phone calls for validation. This is not true as HUD has multiple forbearance options such as special forbearance, formal forbearance and informal forbearance. 

I 'm not disputing RESPA or the escrow applied. How is this relevant to my complaint? Does paying all the late fees to Carrington Mortgage impact the escrow? This does n't make sense. 

The company is bringing up the purpose of the FCRA regulation ; however, the FCRA regulation does have verbiage that company may not report negative information. Considering, I was unable make a payment via IVR due to line being busy ( falls into a technical issue on the company behalf ). Additionally, the negative information remained on my report without indicating the transactions are in dispute while the transactions were in dispute. 

I only received XXXX RMA files, the XXXX I filed out at fax ; however, the company did n't receive it. I received XXXX later after being told my options resulting in disqualification. 

The company charges excessive fees for making payment. {$15.00} for placing with CMS, {$5.00} for placing through and IVR system? Before XXXX this company collected late payment fees in addition to other fees via IVR or calling through CMS. Just as it is reported on the company website it states ( additional fees may apply ). Additionally, I find this odd as that verbiage on the disclosure ( may be submitted ) is also verbiage on the Discloser that is related to FCRA. 

All complaints to be submitted in writing is not reported in the company disclosure. 

Based upon your investigation, CMS did not accurately report the loan status to the major credit reporting bureaus. I am being held liable for technical issues of the company additionally, they inaccurately reported my information to the bureaus during a dispute. 

In the past, the only payment options encored a fee. I only had online access through public Wi-Fi spots which are not safe or secured or by mail to a lockbox which I was concern that it will receive and/or process late by the time I had the money in the account. I agree CMS has payment options but majority of them requires additional fee. 

CMS is not committed as they are not properly following the FCRA regulation, detailed information is missing from their disclosures. I only request for a month forbearance ( which Is rather simple for most data furnishers ) without filling out excessive paperwork for a loan modification which I was informed I do not qualify. Also, provided it appears, I 'm being mis-directed by CMS which is providing RESPA and escrow accounts escrow accounts that is not relevant to this complaint. Being misled from more than a few representatives within CMS. In short, CMS responses are irrelevant, unjust and dishonest. 

This has already caused a hardship as I have a deck that is collapsing and needing replaced estimating XXXX. which I do n't not have. I had an excellent credit score and enough equity for a refi with a cash out option ; however, providing the negative information, prevents me from the cash out option and now I have to resolve another safety concern. Additionally, I do n't have a computer and was going to use the cash out option to purchase a computer so that I can go back to school to get my XXXX XXXX and XXXX to keep my XXXX.

Company response to consumer: Closed with explanation