Consumer complaint received 2017-06-09
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX my XXXX XXXX XXXX mortgage was sold to Carrington Mortgage with minimal notice. Upon transferring the mortgage that was in good standing and finally receiving the papers from Carrington Mortgage my loan was immediately anylized by their escrow department and my payment was raised. I called Carrington Mortgage and was told that the reason for the additional charges were because they placed an escrow coushion of the most charges allowable by law. I requested they remove it stating that XXXX XXXX XXXX did this every year but immediately removed it when asked. Carrington Mortgage  refused. Every month since then I have been repeatedly badgered with phone call after phone call every single month. 3-4 or more times per day every day shortly after the XXXX of each month. According to my loan documents my payment becomes due on the first but has a grace period of 15 days and that said, my mortgage is paid every month between the XXXX and before the XXXX. In XX/XX/XXXX, I received a paper in my statement saying that unless I set up automatic payment I would be charge for online payments or phone payments and as much as {$20.00} for a representative to process a payment. I initially set up auto pay and called several times to check to see if it was activated and it never was. On XX/XX/XXXX I spoke to a representative on the phone and it still was not set up. I voiced my concern and dissatisfaction about the whole forced auto pay situation and she told me that since I live in North Carolina I was exempt and they could not leagally charge me for a payment that I made online myself. I told her that it was never disclosed or explained to me in any of the previous calls I made and she said that they are not supposed to tell people that. Now I am being bumbarded with calls. Tonight XXXX I answered and the representative asked me a series of questions including asking if we still hold keys to and occupy the property. Again I have until the XXXX to pay my mortgage so I asked why he was asking the questions. He said my mortgage was late and I had to pay it with him over the phone. I told him that he could check the history that my payment have never been late and I already had the payment set up on line. He was extremely condescending and said do you know when your mortgage is do? I said of course I do and he said when? I said it it do the first and I have till the XXXX the to pay and have always paid b4 the XXXX he just kept repeating due when over and over. I told him that I was tired of the constant phone calls and badgering and I did not want them calling me again and that I had stated that already and hung up. I was so furious and insulted. The commission should XXXX the company and read the nightmare of reviews from hundreds of people that have had the same experience as myself. All from people who had no choice but to deal with Carrington because their loans were sold by XXXX XXXX XXXX and Other Banks. This company should be shut down!

Company response to consumer: Closed with explanation