Consumer complaint received 2016-10-27
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: PA
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I am behind on my mortgage payments and have been trying to get a modification or repayment plan with Carrington Mortgage for the past five months or so. They keep saying I need to send in the same paperwork over and over again. My boyfriend has been laid off from his job for many months and is on unemployment. They keep telling me they need his last 30 days of pay stubs, and when I tell them he has been on unemployment they say it 's okay to just send in his unemployment award letter and his unemployment payment history. I have done that over and over. My file finally went into underwriting this past month, after getting denied three times, but then it was out of underwriting because they are again telling me they need pay stubs. I sent in his employment history again showing that he has been receiving benefits every week. So now the status on my modification is once again incomplete package. This is getting ridiculous. I have currently been in touch with a lawyer who is going to try to work out a payment plan with the lawyer they have for my foreclosure but I have not heard anything from him about what 's going on. I have about 85 % of the payments that are due and would just like to get something worked out quickly. I have proof of every document I have sent them because I upload them to their website and then I take screen shots showing that they were uploaded. I had one guy one the phone once tell me that documents were n't received and I said I uploaded them the other day and he said, well, we ca n't always see those and I need to fax stuff. I ca n't always fax because with all the resending in of the same stuff that would end up costing me a fortune and we are a XXXX car household so I ca n't always get into town to do it. I have been in touch with H.O.P.E also and that has not helped me at all. The lady told me all she could do is be on the phone with them when I talk to the company, which she was, and they told her I could send this and that in and it would be sufficient, but when I sent it in they said that was n't good enough. So then I sent in other documentation and more documentation. I was hopeful when I saw it went into underwriting but then when it came back out as incomplete I was pretty upset. I have done everything that has been asked of me, over and over and over again. I would really like to get something worked out so that I can stay in my house. If I can get something worked out there would be no problem keeping up with payments in the future but they are n't giving me the chance to try. They have n't been accepting my payments for months and months and I have a lot of money waiting to send to them. They needed proof of occupancy from my boyfriend, which I sent in, and that was not good enough. They needed his unemployment history which I sent in and was not good enough, even though it was the exact documents I was told to send in. I got denied the first time because I did n't sign one paper I sent in. I was not told that I needed to sign my profit/loss statement, so I did not and was denied. So I signed it and sent that in, along with everything else all over again, and they still always had reasons why I was denied or saying they needed more stuff. Over the course of this, I have probably sent them XXXX documents, many of them the same ones, and they still are not happy with what I send them. I am really trying here to get this figured out and they are making it impossible. Since all of the calls are recorded it should be easy to go back and see how much they are giving me the runaround.

Company response to consumer: Closed with explanation