Consumer complaint received 2021-01-07
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: IL
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
In regards to issues I am experiencing with refinancing with Carrington Mortgage Services and thus causing my property taxes to not be paid from escrow. I have refinanced with Carrington 2 years in a row and have experienced this same issue. 

I received a delinquent tax letter on XX/XX/XXXX from my county stating that my 2nd payment in XXXX was not paid. When I refinanced I sent my Loan Officer documentation that our taxes are due in XXXX and XXXX and not XXXX and XXXX as Carrington 's records state. Because I dealt with this issue in XXXX, I tried to be proactive. In XXXX I was told by my Loan Officer that a computer pulls county tax due dates and that is what they go by, but my county is incorrect. I believe because I refinanced before 2nd payment was due, Carrington assumed my 2nd payment was made in XXXX. XXXX XXXX, a third party that Carrington uses, stated that they sent a note to Carrington in XXXX requesting XXXX escrow to make payment, but funds were not sent. This should have triggered someone to check. 

After receiving delinquent notice on XX/XX/XXXX, I emailed Loan Officer that same day with copy of bill. He responded on XX/XX/XXXX that I needed to call customer service. I then contacted Carrington on XX/XX/XXXX and sent them the delinquent letter from my county and was told that they would need 14 business days to research and then a check would be disbursed. I next called Carrington and spoke with a XXXX who stated that money was pulled from escrow on XX/XX/XXXX and mailed out. I explained that my county issues certified letters on XX/XX/XXXX, name in paper on XXXX, and tax sale on house XX/XX/XXXX. On XX/XX/XXXX I called again and spoke with XXXX. XXXX said that she can see that money was mailed out but no tracking number. She couldnt give me much information as to where Carrington was in the process. My county stated that XXXX XXXX called them XX/XX/XXXX and verified amount owed. On XX/XX/XXXX I spoke with XXXX who said money from escrow was pulled but a check hadnt been sent yet and I should just be patient. I again gave the tight deadlines from my county. In XXXX my county didnt receive the funds until day before tax sale and I had been in contact with Carrington for almost 2 months. On XX/XX/XXXX I spoke with XXXX, who stated that a check was mailed XX/XX/XXXX, but couldnt say if it was mailed to XXXX XXXX or to my county. I asked to speak to her supervisor and was disconnected. A few hours later XXXX did call me back and she did a little research stating that XXXX XXXX mailed the check to my county on XX/XX/XXXX and I should wait 7-10 business days. On XXXX my county said that XXXX XXXX called them on XXXX and said Carrington mailed them a check on XX/XX/XXXX. This is again different information than what I was told. Who mailed the check and when? On XXXX my county said that XXXX XXXX called again on XXXX to verify amount due with interest and fees by tax sale date of XX/XX/XXXX on 20 different parcel numbers in my county. I guess I am not alone in this mess. I have also sent emails to their Advocacy, Veterans, and Operations Departments on XXXX and XXXX and have not received a response. 

So, here I am again hoping that a check that was mailed USPS during a pandemic reaches my county before the XX/XX/XXXX tax sale. I am not sure why delinquent taxes are not wired to my county just like Carrington does for normal payments to them. I am also curious as to why Carrington would use USPS to send large funds without tracking numbers. Another XXXX passed by with worries of losing my home because of Carringtons incompetence. I have spent countless hours dealing with Carrington on this issue only to get little or incorrect information. I have given deadlines for urgency and they just mail a check when it should have been wired or overnighted. I have given the correct tax payment due dates during refinancing and still face this issue. In XXXX of XXXX, my house payment went up because of the unexpected escrow payment that was missed and paid in XXXX showing that 3 projected tax payments would be made in XXXX. My house payment was now higher than before I refinanced. I called escrow and tried to explain that 3 payments arent actual, but their computer shows an increase and that is what they go by. Nobody used common sense and looked into it beyond their computer telling them. A few months later another escrow analysis lowered my payment just as I had stated should happen. I do not look forward to the next escrow analysis for XXXX and having the same issue, but it is probably inevitable.

Company response to consumer: Closed with explanation