Consumer complaint received 2016-01-22
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: SC
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I bought my home in XXXX of XXXX utilizing my VA loan. My mortgage company was XXXX, XXXX sold my mortgage to XXXX XXXX XXXX ( XXXX ). XXXX sold my mortgage to Carrington Mortgage Service ( CMS ) and that 's when the problems began. It started out with me not knowing that XXXX was no longer handling my account ; I figured it out when I logged in to pay my mortgage and the account was no longer listed. After several phone calls I was informed who the mortgage company was. I called CMS to get access to be able to pay online, I was told by the rep that at that present time I could not get it set up because they had not received all of my loan documents, but I could pay by phone with a {$15.00} service charge. I told the rep that I would rather pay XXXX cents for a stamp. I mailed them a check for my mortgage payment and to my surprise they sent my check back saying that they had no records of my mortgage being transferred. After weeks going by I was finally able to get the account set up only to find out that CMS had charged me late fees, inspection fees. Fast forward to XXXX, I experienced major financial issues, because of these issues I could not afford to pay my mortgage payments in full on the XXXX, I had to break my payments up paying half on the XXXX and the other half on the XXXX. Unbeknownst to me CMS was not applying my partial payments, they put them in what they call a " suspense account '', with doing that it appeared that I was delinquent. CMS sent me a intent to foreclose letter, a I called them to find out what steps I could take to save my home. In XXXX of XXXX I requested mortgage modification, after submitting the paperwork I called to check the status on the following dates XXXX XXXX, XXXX XXXX, XXXX XXXX, on XXXX XXXX I was informed that I needed to resubmit form XXXX, I faxed it on XXXX. After not hearing back from CMS I called them on XXXX XXXX I was told that my paperwork was still " under review ''. On XXXX XXXX I called to find out the status of my request, I was told that I needed to refax ALL of my supporting documents i. e. death certificate, divorce decree, bank statements, etc.I called on XXXX XXXX and spoke to a rep, he informed me that I did not qualify for a modification I qualified for a " repayment plan ''. The repayment plan consisted of me paying XXXX starting XXXX XXXX XXXX to XXXX XXXX XXXX. Because of my delinquency on my mortgage my credit score dropped significantly therefore I could not get approved for a XXXX loan to try to pay the delinquency. After expressing this to him, his only advice was to " continue not paying, that will automatically start the foreclosure process ''. After the rep saying that to me without any empathy or understanding what I was going through I had to end the conversation. I felt that I had lost everything, my father, my sister, transportation now my home.After I managed to regain my composure, I called CMS and spoke with a rep she was very empathetic and helpful, she advised me to send a letter opting out of the repayment plan and resubmit a request for a short sale. I followed the guidance and acquired a realtor and put my home on the market for sale. I got an offer in XXXX and was scheduled to close on XXXX XXXX unbeknownst to me the buyer decided not to purchase the home 3 days before we were suppose to close. The house remained on the market with no offers, I called CMS to ask what other I could pursue, I was told to submit request for DIL of foreclosure. I submitted the request and all of the supporting documents that was required in XXXX, I called in XXXX just to be informed that my paper work had NOT been routed, I called back after a couple of weeks to check the status nothing was done. I called XXXX XXXX XXXX to be told that the CMS lawyers needed to be contacted to clear my title the wrong plat and book page had been recorded.CMS is still charging inspection fees, late fees.

Company response to consumer: Closed with explanation