Consumer complaint received 2022-08-15
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
On XX/XX/XXXX, I closed the refinance of my home with XXXX XXXX XXXX ( XXXX ). XXXX was my mortgage broker, holder, and servicer. As I do with any loans I have, I setup automatic payments to ensure that I have consistent timely draws on my account and am never late on a payment. My perfect credit for not having any late payments or any other derogatory item on my report for over 15 years was a reflection of that. 

On XX/XX/XXXX at XXXX, I reluctantly answered a call from an unidentified phone number ( XXXX ), which my carrier ( XXXX XXXX XXXX XXXX labeled as Spam Risk. On this call the person claimed to represent Carrington Mortgage Services, that Carrington was now the servicers of my mortgage, and that they havent received a payment from me in 6 months. This information was quite flabbergasting, as I had never heard of Carrington Mortgage Services until then and in this alleged 6 months I never received an email from XXXX or Carrington about the change in servicing, received no certified letter, and no voice message was ever left. On a random happenstance that I answered this particular spam call, of which I receive and ignore as many as 10+ different spam calls a day, I find that I am now in the rears on my mortgage and needed to pay 6 months of mortgage payments all at once. Luckily, I was able to maneuver my finances and scheduled this payment for XX/XX/XXXX. As of XX/XX/XXXX, my account showed that that payment has cleared. 

Over the 15+ years I have owned this home, my mortgage has changed hands many times. The original mortgage changed hands three times, first refinance changed hands twice, and now the second refinance twice. In all of those transitions, except this one, I was contacted successfully and the transition was relatively painless. In the world we live in today, spam calls are at epidemic levels and the influx of mortgage related spam mail after a mortgage is filed is quite heavy and persists for a year or more. Hence, calling from an unidentified number and sending plain mail is insufficient and frankly unacceptable, especially considering the magnitude of a mortgage. Carrington 's communication policies are insufficient for the current time and climate in which we are living in.

Carrington 's insufficient communication has resulted in an accumulation of late fees and derogatory reports to my credit report without prior communication that a debt was owed to begin with. I contacted Carrington and submitted a dispute through their process. They responded that they would not correct the credit reporting or adjust the late fees. As I understand it, this type of institutional behavior is the very reason that the Consumer Financial Protection Bureaus ( CFPB ) and the Debt Collection Rules as defined in the Fair Collection Practices Act ( FDCPA ) XXXX XXXX, XXXX were created. It is my belief that Carrington has violated the FDCPA by reporting without sufficient notice inflicting undue harm on the consumer.

Company response to consumer: Closed with explanation