Consumer complaint received 2016-06-01
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I am in need of immediate assistance with my mortgage company, Carrington Mortgage Services. I am behind on my mortgage and faced foreclosure which is a final judgment made. I went to a realtor and was attempting to do a short sale on my home as I thought that was the only alternative. Carrington said that since I have an FHA mortgage I had to go through a modification first. I contacted them and they sent me a packet that was to be returned on XXXX XXXX. I did that. I also sat with a HUD counseling agency, XXXX, and we both put all the paperwork together that was to be submitted by XXXX XXXX. When I sent the packet, I followed up and Carrington rep confirmed receipt of all my documents. During the gathering of the documents, a sheriff 's sale notice was taped on my front door. I contact the the sheriff 's office in XXXX, NJ and was advised to come in and apply for XXXX ( XXXX ) of XXXX ( XXXX ) adjournments. I did that on XXXX XXXX and continued to gather the documents to be sent to the mortgage company for the modification. On XXXX XXXX, I contact them and was told that they would not be reviewing my packet because it had to be in by 37 days prior to a scheduled sheriff 's sale which according to their records, is XXXX XXXX, 2016. I explained to the rep that I got an adjournment until XXXX XXXX. She told me to submit additional paperwork along with the sheriff 's sale notice of adjournment by XXXX. I did that. I then called on Friday, XXXX XXXX and was told that they still will not be accepting my application because it was too late and I did n't get the information in on time. I asked to speak with a supervisor and was transferred to XXXX. He told me to resubmit ( reapply ) my information and include ( again ) the sheriff 's sale notice regarding the adjournment. I did so after speaking with him. I also expressed my dismay and confusion as to why he 's asking me to do this XXXX by coming back and saying they wo n't review my information because I am too late and not within the time frame of 27 days before a scheduled sale. I tried to explain to him that the sale was postponed and they have that information in the packet I had to send on XXXX XXXX by XXXX. I even told him what page number it was on in the pdf file that was sent. He said nothing as if he was n't even looking at my documents. After getting off the phone, I cried. I then contacted the HOPE hotline and was referred to the HUD National Servicing Center to file a complaint. A woman left me a message from HUD today to tell me that she spoke with Carrington and they will not review my paperwork and are proceeding with the sheriff sale of XXXX XXXX. Someone please help. Carrington is n't even looking at my paperwork. I do n't know if they can proceed with the sale tomorrow given that I have an adjournment or not. I do n't know what to do at this point. I want to try to keep my home and realize I am going to struggle to do so, but where do I go from here? I need someone to really listen and help me. The rep from XXXX suggested I submit this complaint to your office so that you may be either able to help me or at least monitor what is going on. If you need additional documentation, I can send to you. However ; the file is large and will come in a zip file. Pls advise. Thank you so much for all you can do to help. Regards, XXXX XXXX XXXX

Company response to consumer: Closed with explanation