Consumer complaint received 2016-02-09
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: VT
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
After going through a divorce I fell behind on mortgage payments by 3 months totaling about {$3500.00} of back payments owed including all escrow. The new mortgage servicer for my FHA loan on my property, Carrington Mortgage Servicing has been aware of this issue, my loan was sold to them XXXX XXXX after being serviced by XXXX XXXX XXXX for about 6 years prior with no issues. As of XXXX XXXX XXXX I contacted and agent to schedule a payment for XXXX XXXX XXXX to pay up my back payments to make the loan current. The rep took my information & indicated that everything was all set & there were no problems awaiting, no mention of foreclosure, or offers for mortgage assistance were offered. After returning home from 2 weeks away I returned to my house on XXXX XXXX XXXX to find that Carrington Mortgage Servicing had changed the locks on my home, entered my home and shut off the water, the heating system, drained pipes, winterized my house & moved my furniture around, opened my closets, basically tearing through my home without my authorization, notification or knowledge. They had affixed no trespass notices to my doors stating that the property was in possession of Carrington Mortgage. This was all out of the blue, I had not been previously contacted by Carrington ( by phone, email, etc ) alerting me of foreclosure, was not served with papers stating that I was in foreclosure. Per the conversation with their call center to schedule payment on XXXX XXXX there was nothing indicating that this would happen. I have health issues & am also XXXX months pregnant, all my clothing, furniture, personal belongings, & medications were locked inside my home & I was left stranded out in the cold XXXX degree weather that day. After calling the number on the notice taped to my door & being shufled through many unhelpful agents, I was connected to the Property Preservation Office who had part in authorizing this lockdown on my home. After searching through their system at first unable to locate me or my loan at all, they found me & agreed to let me back into my home, providing little explination. Upon re-entering my home I found it to be left unlivable, with an inoperable heating system, no water, or functioning bathrooms. The cost for me to undo what they did would prevent me from catching up on payments, and due to this event I have had to find alternative housing until I can make my home operable again. I am also in fear of Carrington trying to re-sieze my property if I can not make the full requested payment on the XXXX of XXXX, due to the fact I have to pay a plumber to restart my home 's systems thanks to what they did. This whole situation was grossly mishandled by Carrington, they did not follow the standard procedures in offering mediation or help to a struggling homeowner & did not follow legal procedure in foreclosure/property seizure time frame, & contact with the homeowner. I was always the one contacting them, being mislead by a system that seems to operate on their own terms.

Company response to consumer: Closed with explanation