Consumer complaint received 2023-10-19
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NC
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Closing on a mortgage
Sub-issue: Delays with the closing process

Complaint:
On XX/XX/XXXX, I turned in my Loan Assumption paperwork, as instructed by Carrington Mortgage, in order to identify the person who would be assuming the loan. Once I turned in my paperwork, XXXX XXXX received his packet to complete. He completed his and turned those back in. On XX/XX/2023, XXXX received an email confirming the receipt of his application, with the information that my assumption coordinator was in the process of reviewing it and would be reaching out to discuss the next steps. Subsequently, on XXXX XXXX, XXXX sent an email seeking clarification on the identity of the assumption coordinator assigned to my case. Unfortunately, he did not receive a response to this inquiry. At this point, I had called the coordinator in hopes that I could get in contact. Growing increasingly concerned by the lack of communication, I filed a formal complaint with the company around XX/XX/2023, as it had been more than a month since I received any feedback since the initial email on XX/XX/XXXX. Before the formal complaint, I had called Carrington on multiple occasions to speak with the coordinator. Multiple messages were left but none of them returned. It wasn't until XX/XX/2023, that XXXX finally received an email requesting a copy of the fully executed contract between myself and the buyer, an essential document for advancing the prequalification process. The email emphasized the need for this document within a tight three-day window to avoid potential delays. Given the abrupt timeline provided, I expressed my concern about the last-minute nature of the request and communicated that I would require until the following week to draft the agreement and obtain the necessary signatures from the buyer. On XX/XX/2023, XXXX received an email inquiring about his willingness to proceed with the process, to which he promptly responded " yes. '' He also conveyed that he was actively working on finalizing the agreement and would be submitting it shortly. Subsequently, I was informed that the process typically takes 45 to 60 days from the date of application receipt. XXXX submitted the application to Carrington Mortgage on XX/XX/2023, to move the process forward. He requested confirmation of receipt on XX/XX/XXXX, but regrettably, did not receive a response. My concern deepened, prompting him to seek confirmation once again on the XXXX of XXXX. However, it wasn't until XX/XX/XXXX that XXXX finally received a response inquiring if he still intended to proceed with the process. Without hesitation, he reaffirmed his desire move forward and inquired about the specific requirements on his end, as well as seeking an update on the progress of the process. I have not received a response and my phone calls have not been returned. I'm concerned about the lack of progress in the loan assumption process by the mortgage company. Despite our efforts to cooperate and provide the necessary documents, we have not received any information regarding my qualification status or any updates on the progress of the process. I reached out to Carrington again on XX/XX/2023, to express the significant delay this process has taken. From my original application submission to now has been 90 days. We are yet to receive a call from the assumption escalation team. This lack of communication and transparency has left us in the dark and uncertain about the status of the application. I would greatly appreciate it if the mortgage company could provide clarity on the current situation and a timeline for when I can expect further updates or a decision on my loan assumption request.

Company response to consumer: Closed with explanation