Consumer complaint received 2017-01-20
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TN
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I filed a complaint previously, because it seemed that Carrington Mortgage services had no interest in assisting customers. Upon receipt of the complaint I received a packet from the " customer advocate '' who did nothing more than resent all communications from the time they took on my loan, not helpful at all. This not withstanding not documented that when I did call to may the payment I agreed to pay I was not able to reach the department, and the department I did reach refused to transfer me stating that the system would not allow them to transfer the call. The letter also stated I called to pay {$1200.00} that is inaccurate and I did not make the payment to the person I spoke with, as they told me the funds would not be applied and may be returned. I reached on on XXXX/XXXX/17. After calling and having the call disconnected several times when I entered the last XXXX of my SSN, I spoke with several people in several departments all giving my very conflicting information. XXXX XXXX in the Customer Advocate department assured me I could pay 3 out of the 5 payments in an attempt to get my account current, he also said they would put the fees and charged aside so I could concentrate on getting the account caught up. He told me to call home retention, home retention said she could not assist me because I have a XXXX request that was incomplete. I informed the rep I had no knowledge of it being incomplete as I have sent all that I was told to send, SEVERAL times, and that there is no communication unless I reach out and when I am able to speak to someone they give me some, not all of the information needed to complete the packet, example I was told to send my tax returns, at the time of that call I was not told I needed to sign and date every page of the return. That was not made known until a week or so later, nor was it made clear that all XXXX pages to include the miscellaneous pages was required. Then I called again, to check and I got a by the way we need your XXXX or tax transcript, which I completed the request when I submitted the initial packet in the XXXX, and was given no rhyme or reason as to why this was now a problem.She transferred me to another department where all in one conversation it went from 5 payments to 4 payments back to 5. I was told that the XXXX of the XXXX owed would not be accepted, the only option is to pay all, I said ok well can the fees be deferred, I was told no. I was placed on hold for 20 minutes only to be told that my loan is in foreclosure, it just has n't been flagged. Each person I spoke with was rude and matter of factually. They aided no assistance and at one point I was told I am having a difficult time getting help because of they type of loan I have, which is a VA Loan, no further explanation was given. I was essentially told I need to find the additional {$920.00}. XXXX, which may I add that amount in it 's changed in the matter of speak to 2 other people because the XXXX would not be accepted. Today, XXXX/XXXX/17 I have contacted VA and an attorney who have both stated that this is some shady dealing and if I am not able to resolve this matter I must look in to taking alternative action, as that I have attempted to resolve and communicate the intent.

Company response to consumer: Closed with explanation