Consumer complaint received 2015-08-13
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
My husband was laid off of his job in XX/XX/XXXX and we were able to maintain our mortgage payments until XX/XX/XXXX. We applied for the home affordable mortgage ( HAMP ) program with our current servicer, Carrington Mortgage, on XX/XX/XXXX. We received a non-approval notice from them dated XXXX. We requested information about applying for a short sale under the home affordable foreclosure alternatives ( HAFA ) program on XX/XX/XXXX. We submitted all the required documents and our home listing with the realtor on XX/XX/XXXX to the servicer. On XXXX XXXX, XXXX, we received a notification from the servicer that the initial package for the short sale was completed and we should receive an approval or denial response within 45 days. During this time, the home was been shown to potential buyers and on XX/XX/XXXX we received an offer from a buyer and signed the paperwork to move the process forward for selling the home. The servicer was notified of the offer. 
On XX/XX/XXXX, the servicer sent a vendor to the home and he destroyed the lock casings on the front and back doors, destroyed the lockbox and replaced ( rekeyed ) the lock on the door leading to the deck. The doors to the basement were left wide open and the home was subjected to vandalism and our household property was subjected to being taken by thiefs. No trespassing signs were placed on the property courtesy of Carrington Mortgage. Therefore we were locked out of home and unable to be on the property, which still contained our furniture and personal property and prevented the potential buyer ( s ) from inspecting the home. We spent a lot of time preparing and maintaining the home and grounds for the sale, but we were no longer allowed an the property even the property was not foreclosed. We felt our rights had been violated by the servicer. 
We contacted Carrington on XX/XX/XXXX to inquire as to why the property was locked up and basement doors left open with a pending offer on the table. On XX/XX/XXXX we were told they would send us a set of keys to the new lock. We resubmitted another HAFA package ( on XX/XX/XXXX ) due to numerous threats by Carrington to foreclose on the property even though we had complied with everything requested of us to prevent a foreclosure. On XX/XX/XXXX we received a set of keys ( XXXX ) from the servicer stating XXXX of them would open the lock on the door leading to the deck. We went to the home ( XX/XX/XXXX ) and discovered the front door wide open and the basement doors remained opened. None of the keys fit any locks to the home. We went inside the home and found some damage to all the exterior locks, trash left inside the home and window treatments destroyed. We locked up the home to prevent further damage and prevent our personal property from being stolen ( but this also prevented us from reentering the home and the buyer from inspecting the home because we did n't have keys to the rekeyed locks ). I contacted the servicer on XX/XX/XXXX and informed the representative about the keys not fitting the locks and was told someone from home retention would call me the next day ( I left my contact number ). On XX/XX/XXXX, I contacted Carrington again to report the issue with the keys and was finally connected to XXXX XXXX in home retention. I explained the situation to her and was promised that a new set of keys would be sent overnight to me. This has been a very stressful, unpleasant and inconvenient experience for me and my family. Carrington failed to properly communicate ( even when I provided our contact information to them ) any of this with us or the VA, which is the holder of our mortgage. They mishandled this matter by taking possession of the home without properly notifying us of their decision on our initial completed HAFA short sale package or pursuing foreclosure proceedings, as required by Georgia law.

Company response to consumer: Closed with explanation