Consumer complaint received 2015-06-03
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: AL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My mortgage was sold from XXXX to Carrington Mortgage in XX/XX/XXXX. At the time we were a couple months behind on our mortgage loan but were making payments to XXXX with no problem every month. When I received the letter from XXXX stating that we had been sold to Carrington Mortgage it stated that if we had already sent in a payment for XXXX that it would post to Carrington or if no payment had been sent yet to send the payment to Carrington Mortgage. It gave their address and had our new loan number on it to document on a check. I never received a statement from Carrington showing when our XXXX payment with them was due or any other details on our new account with them. So I called them in XXXX to make the payment instead of mailing a check without having a statement. The payment I was making would actually be XX/XX/XXXX payment. When I called they took my payment over the phone with no problem. When XXXX came, I still had not received a statement from them, so I called in again to make a payment that month. Only this time I was told they couldnt take my payment unless I paid them the full amount due for XXXX, XXXX, and XXXX. I told them they took my payment the month before with no problem and they told me the person that took my payment should not have taken it. I didnt have the money to give them XXXX payments at XXXX time so they told me I could apply for a loan modification, which would possibly lower my interest rate and it would add the past due payments onto the end of my loan and then I would only owe XXXX payment instead of XXXX. We applied for this modification in XX/XX/XXXX and we were told that they could not accept any payments from us during the process of the modification being approved, and that they would call us and notify us by mail when a decision was made. Finally the last week in XX/XX/XXXX I got a phone call from Carrington saying that we did not get approved for the modification and the only option I had would be a Formal Forbearance Plan that would last for six months starting on XX/XX/XXXX and more than XXXX our regular payment amount. They said once the Forbearance Plan was paid off our monthly payments would go back to normal. The only problem with that was since they wouldnt accept payments from us during the approval process, we were now behind six months instead of XXXX, and the payment given to us was not something we could afford. We ended up contacting Carrington and asking for the total amount due to pay off the Forbearance Plan in full and reinstate our loan. They gave me the amount and also sent me a letter showing that amount and that payments would go back to normal after it being paid off. We took a hardship out of my husbands XXXX and paid off the Forbearance Plan on XX/XX/XXXX. Then on XX/XX/XXXX I called in and made my regular payment for XXXX. They have not taken the flag off of my account that shows us being in the Forbearance Plan and due to that the XXXX payment has not posted and is in an unapplied funds account. I have called them XXXX a week for a month now trying to get this resolved and it has still not been taken care of. They are sending me letters saying that I havent paid for XXXX even though it has cleared my bank account, and you can see the money that was sent in on the payment history of the account. I havent paid them for XXXX because I am scared to send them more money and it not get applied to my payment the same way that my XXXX payment was not applied. I have reached my limit on phone calls to them trying to resolve this and nothing being done. I have an appointment with an attorney this week and hope I never have to deal with this company again.

Company response to consumer: Closed with explanation