Consumer complaint received 2017-04-26
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
COMPLAINT This is a complaint against Carrington Mortgage Services, hereaft er Carrington, for fa iling to apply my funds properly when received to my mortgage and for reporting my account as past due for  XXXX   XXXX  and  XXXX   XXXX .     On Exhibit A is a copy of the  XXXX   XXXX  invoice from  Carrington  for {$290.00} ( please note that  XXXX   XXXX  payment was {$470.00} See Exh ibit A-1 ).  The copy shows my payment on  XXXX   XXXX ,  XXXX  of {$290.00} through their online service. On Exhibit B is the em ail Carrington sent to me acknowledging receipt of payment. Without notice to me and without permission from me, Carrington placed my on time payment into unapplied funds or suspense. Next, I received a letter from Carrington c laiming they have not received my payment of {$290.00} and my payment is late ( Exhibit C ). Note my indications in the right hand corner that my payment posted to my bank,  XXXX   XXXX   XXXX , on  XXXX   XXXX ,  XXXX  with ID  XXXX . This is outrageous, particularly when  Carrington is holding my money in suspense without notice or my permission. I responded by letter ( E xhibit D ) dated  XXXX   XXXX ,  XXXX  advising them that their past due letter was completely inaccurate and false and when my payment cleared my bank,  XXXX   XXXX   XXXX . They did nothing.     I have tried calling Customer Service numerous times and was told they would handle it. As an example, I am enclosing my notes from speaking with  XXXX  at Carrington on  XXXX   XXXX ,  XXXX  at  XXXX  pm ( Central ) ( Exhib it E ).   XXXX  told me my money was in suspense and he would apply it to the  XXXX  bill. The balance after that application would be {$280.00} in the escrow account because the  XXXX  taxes overdrew the escrow account.  XXXX  said he would send a letter of final payoff and the letter of overdue payment was in error. His ID # was  XXXX . Carrington did nothing.     Next, I received a  XXXX   XXXX  statement claiming that I owe {$890.00} ( Exhibit F ). Another falsehood. Under Explanation of  Amount Due it shows {$290.00} ( whic h I have already paid in  XXXX   XXXX  ). Note that the same amount is under suspense balance in Accou nt Information. Also under Amount Due i s Overdue Payment {$590.00}. If I paid off the loan in  XXXX   XXXX , how can I owe nearly {$600.00} at this time?     At no time did I not make the payment requested in  XXXX   XXXX . There is no explanation whatsoever of ho w Carrington ca me up with {$590.00} overdue because I did not owe that much. It should be like the {$280.00} that  XXXX  came up with earlier from the escrow account overage. Please note that the taxes were not paid by  Carrington a t the time they sent the  XXXX   XXXX  invoice for {$290.00}. Carrington did not make payment on the taxes until  XXXX   XXXX ,  XXXX .     Exhibit G is a letter from  Carrington  dated  XXXX   XXXX ,  XXXX . Please note it is written 32 days after my first complaint was received. Carrington indicates that because the payment would liquidate the principal balance the payment could not be applied and they would remove the late charges. No Mention of reporting the  XXXX   XXXX  and  XXXX   XXXX  payments as late and significantly decreasing  my credit score. Thi s is utter nonsense. If this was their reasoning they should have stated up front with their  XXXX   XXXX  invoice but they did not.     Also contained in Carringtons letter of  XXXX   XXXX ,  XXXX  was a payoff stateme nt ( Exhibit H  ). Notice that they claim the loan is due for the  XXXX   XXXX ,  XXXX  payment even though they already had the money. Also notice that the only interest that could be due was {$0.00} which was due on the  XXXX   XXXX  invoice but they charged {$1.00} in interest or {$1.00} extra because they held my money in suspense and refused to give me credit for the  XXXX  payment. On  XXXX   XXXX ,  XXXX  as soon as I received their payoff statement, I sent a bank wire from  XXXX   XXXX   XXXX  for {$280.00} ( Exhibit I ).     Even thoug h, Carrington he ld my  XXXX  payment in suspense and refused to give me credit and refused to provide me with a payoff in  XXXX   XXXX , a s Carrington promis ed, they are still showing my payments as being late for  XXXX   XXXX  and  XXXX   XXXX .     I consider this to be a violation of the Federal Fair Credit Reporting Act and the Texas Deceptive Trade Practices Act. I am requesting that you sanction Carrington Mortgage Services and order them to correct their outright lies to all credit reporting agencies and show that all of my payments were on time and never late.

Company response to consumer: Closed with explanation