Consumer complaint received 2016-09-04
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: MO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I was advised by a Customer Service Advocate and Escalation Representative to send my request via email to Customer Advocate. I 'm requesting to remove late payments from my credit report. In the year of 2015, I was laid-off and have been unemployed almost half of the year. Fortunate, I got a job in late XXXX 2015 ; unfortunately, I 'm unable to pay the mortgage payment at least after XXXX of the month. I have the income on third week of the month. This resulting in paying the late fees that were added to my account. I 've asked for a forbearance to catch up, however, I was informed that the company does n't participate in forbearance and home modification to decrease the loan amount will apply. I did n't qualify for the modification considering, I make enough money to pay for the mortgage ; it 's just timing is the main issue as I have to pay a large portion of another XXXX secured loans that consumes a large portion of my net income for the first two weeks. 

I ran into hard period in XXXX and I was out of the country in XXXX. In XXXX, I ran into a safety issue with exposed asbestos in addition of erosion, basement flooding and repairing a roof. The last day, I attempted to make the payment via phone ; however, I kept getting a busy signal. I made the payment the first day in XXXX. In XXXX, it was very stressful and difficult to arrange for transportation in a foreign country ; however, even though I had every attention to pay before XX/XX/XXXX, I simply forgot and the realization of the different time zone. I 've notified Customer Service Research department but they denied my request. From the materials received by them, it is perceived they are looking at issues in absolute and not taking the customer issues at hand. I find this to be a disparaging. 

The months that I paid after 30 days and on the first day of the following month, I was dealing with elevated stress. I was able to get reimbursed for time missed of work due to a car accident by the at fault insurance company in which I was finally able to make the payment on time for XXXX payment. Unfortunately, I 'm dealing with an overdrawn account in result ( XXXX of the month is extremely difficult for me ). Considering my circumstances, I 'm asking for a second chance to remove the late payment from my credit report. I made the 30 days late the following day as it is my every attention for it not to injury my credit report which an effect my employment. I 'm a XXXX which is not an economic and personal source of security. I made ever late payment which resulted in increased revenues for the bank. I 'm not disputing the late fees accessed to my account, just the removal as this is causing significant harm. The insurance money brought my account current in which this helpful for me stay current due to the income and timing. 

I was later advised to submit dispute to the Customer Advocacy Team on multiple occasions from Customer Service in addition to the Customer Service Escalations Team. After submitting the request, the Customer Advocacy Team, I was latter informed that this group is not responsible for investigating my request. The representative informed me that I have to submit my request back to the initial team in which I did n't agree with their decision as the company ignored that there were technical issues with me making the payment as the line was consistently busy to make the payment by phone. Additionally, Carrington Mortgage still submitted the late payment to the Credit Reporting Agencies while I was disputing their decision. I informed the representative that many people form his company gave me the direction to escalate my concerns to this team, and his response is that its coaching opportunity. I found this odd considering that appeared it was their business decision model.

Company response to consumer: Closed with explanation