Consumer complaint received 2017-04-27
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I have been a customer of  Carrington M ortgage for several years now. I have been paying my mortgage on time since I got the loan in  XXXX . Never once did I miss a payment. I would always mail them a money order through USPS and not once did I have a problem. Then, in  XXXX  of  XXXX , I get a call from Carrington Mortgage asking me why I have not made my  XXXX  payment yet?     I tell them that I have submitted my money order like I have been for 8 years and that they definitely should have received it by then. Carrington Mortgage stated they did n't. Because of this, I did a lenghty investigation where I had to talk to USPS,  XXXX   XXXX , and Carrington Mortgage. Apparently my money order had not been cashed yet, but I had proof that I ordered one trough  XXXX   XXXX  in early  XXXX . I also was told by USPS that they had received complaints that the particular deposit box I submitted my  XXXX   XXXX   Money order  had been vandalized during that same time. I was told to submit a mail theft and vandalism complaint. I did so  XXXX   XXXX  of  XXXX .     After I submitted my complaint of vandalism, I spoke with Carrington Mortgage and told them of everything that was going on. I also submitted a new money order along with the proof I had ordered a money order early in  XXXX  and the USPS vandalism complaint report since I knew the money order might not get to them on time. They said that they would look at all the documentation and more than likely forgive the late payment due to the unusual circumstances. That was the last I heard from them until several months later when I found out that they did place and maintain a late payment on my report.     When I found out in  XXXX  of  XXXX  that there was a late payment on my report, I write to Carrington Mortgage and once again ask for their forgiveness. I never received a response. I then submitted another letter in  XXXX  and again I received no response. Finally, I get a letter back from them in  XXXX  stating that they would n't address anything because the signature on the letter did not match the signature they had for me ... Frustrated, angry, and saddened that my own mortgage company who I have been making payments to for almost 9 years on time was treating me this way, I almost gave up. I kept sending them letters and finally in  XXXX  they sent me another letter simply stating that my  XXXX  of  XXXX  payment was received on  XXXX   XXXX . It did n't have anything regarding the mail theft that occurred nor the report of vandalism and  XXXX    XXXX    statement showing I obtained a money order in early  XXXX  addressed to Carrington Mortgage that was different than the actual payment they received from me in  XXXX   XXXX ,  XXXX  therefore proving that I in fact attempted to pay them like usual. It also did n't address any of the phone calls that I had with their representatives where they essentially were leading me on with a " carrot on a stick '' so to speak nor the letters that I sent after  XXXX   XXXX .     I understand that their stance is " we have to report accurately to the credit bureaus and this late payment was received late, '' but there are several extenuating circumstances that led to this and were no fault of my own. I did not attempt to pay it late. In fact, from my perspective and anyone with a bit of logical sense would argue that I did pay it on time. I ordered a money order and submitted my payment through the standard means on time. That an outsider or " third party '' decided to break the law and vandalize property and steal something that was n't theirs is not my fault nor do I have any control over it. In the end the one who is suffering damage is me. Carrington received their payment for  XXXX   XXXX  on  XXXX   XXXX  as well as any late fees for it and the  XXXX  and  XXXX  payments on  XXXX   XXXX . In other words, I had to make 3 monthly payments in a matter of 30 days, pay the late fees, pay the reimbursement charges and additional fees to  XXXX   XXXX  for additional money orders, spent numerous hours investigating the problem, and still am facing a blemished credit report and lower  credit score al l for something that was not fault of my own! How is any of that fair?     Please help me in resolving this. I do not believe that I am being treated fairly and this late payment is causing me a financial burden because any credit I apply for is now at a higher interest rate due to this. I also have not been able to refinance my home so I could put the money into other investments in months because of this as the penalty for any home loans is 12 months from the most recent late payment. It literally has cost me thousands in opportunities. I would appreciate any help you can give into this.

Company response to consumer: Closed with explanation