Consumer complaint received 2016-09-12
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
My world was turned upside down on XXXX/XXXX/16, I was informed by my employer that eff XX/XX/XXXX to XX/XX/XXXX I will be on unpaid leave & need to choose to retire or resign bc of my health issues, XXXX NJ State Docs determined I ca n't return to work & XXXX of my physicians completed medical forms to supplement my XXXX XXXX app indicating I am XXXX & all of those are attached. Of course I chose to retire XXXX eff XXXX & still going thru the process, it 's not as simple as applying for assistance or anything else. I 'm told that it can take XXXX months, at least & now my employer wants me to see another State doc & that is attached also. I contacted all my creditors & Carrington has been giving me a hard time ever since. I sent docs that show what led to my employer 's response, Carrington 's assistance app & ALL the supporting docs they requested, via email & their document portal on their website & continue to receive numerous calls requesting some of the docs I submitted more than once already at their requests. Throughout, XXXX male reps got upset bc i got upset because of the stress I 'm living through, including trying to understand why Carrington received some docs but not all esp when some of the docs they keep requesting was sent with the other docs they finally received. This has gone on for over a month now & their system is still saying that my package is incomplete as of XXXX I lost count how many emails with attachments I sent, the phone calls I received from reps asking for the same docs over & over again & I 'M SUPPOSE TO KEEP MY COOL WHILE GOING THRU THIS XXXX XXXX PROCESS WITH CHILD SUPPORT BEING MY ONLY INCOME AT THAT TIME & dealing with my energy supplier acting stupid. Only the female reps seem to understand my frustration when I rose to that level bc I needed help trying to understand why they kept asking for the same docs over & over again. There was only XXXX female who went so far to give me her work email address to help ensure that the docs I was submitting would get to the assistance unit & that was over 2 weeks ago and Carrington is still acting stupid, not this rep, Carrington! I just emailed her & copied carrington 's mortgage assistance to show what their website is still saying. This rep should be in a higher position than what she is, training employees on professionalism & customer service & satisfaction bc of how she has helped me as much as she could. Now I am at my wits end & did a search on how to file a complaint bc this is absolutely ridiculous that I need mortgage assistance & Carrington has been doing the exact opposite & I found you guys. Thank you. I am attaching the recent email response I received from that wonderful Carrington employee & I hope Carrington really appreciates what she 's been doing to help me stay sane & definitely not the opposite. She gives Carrington a great name & Carrington would benefit greatly by promoting her to be in charge of their training unit or something if they have one! She is the PERFECT example of how customers should be treated in XXXX times like these. She takes her time & gets answers for me to questions other reps did n't & could n't answer bc they did n't want to take the time to. I 've attached my updated COBRA bill ( medical benefits for me & my XXXX children ) that finally I can pay with my XXXX benefits that just got approved.

Company response to consumer: Closed with explanation