Consumer complaint received 2023-07-10
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
The first time my credit was run to purchase a new house, there was no indication from Carrington I was ever anything but a good client. After a title issue and purchase fell through a updated history had to be run. When it was, AFTER the phone call where I supposedly had a 30 day late, the credit report now shows a 180 day late, THIS IS THE BASIS FOR MY COMPLAINT. I need this cleared up ASAP, I am supposed to close on a home on XXXX and can not get approved with this on my credit report. I will be homeless. Each time I call XXXX, they asked me the time period of the missed payments that were reported. How do they report me for non payment for 6 months and not have this in their computer? I spoke to a " specialist '', XXXX or XXXX XXXX, I believe her employee # is XXXX. She could not tell me the dates and provided no concrete information. I questioned all the contradictory information from what she said to what was on my monthly statements but we got disconnected when I tried to three way our call with Veterans United. I called back asked for her by name and number but was never connected. I spoke with Carrington with a rep from VU and again, this " specialist '', a male named XXXX, could not provide the dates I supposedly missed 6 months of payments when not on forbearance. He said when Carrington acquired my loan from XXXX, I must of had my late/missed payments with them. XXXX XXXX with XXXX quickly explained that was incorrect because she was looking at my payment history and there was no negative reporting or missed payments. XXXX had no other answers to provide even when explained what payments I made and what my profile on their website indicated. Each person I have spoken with at Carrington, I have told them this is an error and it needs to be removed. I have even emailed the XXXX, XXXX XXXX, to no avail. History ... ..I had a mortgage with XXXX. They sold me to Carrington in XXXX of 2022. When sold I was in forbearance. I tried to come off forbearance after extending it with Carrington. When I tried to come off, I received contradictory information from each person I spoke with at the company. I was told to submit paperwork for a hardship so I would not be required to pay the lump um back right away. After attempting this, I spoke with another employee, who explained she had been dealing with XXXX for years, she told me I was wasting my time submitting documents since I was on a VA loan. She informed me under VA I was not required to complete the app for hardship and I should be fast tacked to get forbearance ended and have the sum added to the end of my mortgage. A couple weeks later I received a call, or mail from Carrington again. When I contacted the company, a male who ensured me he was a XXXX expert and had been dealing with it for three years said I must submit the docs and apply not to be required to pay for the sum in a lump sum. I advised him of what I was told a couple weeks earlier and he told me VA changed their requirements and I must submit the paperwork. I dealt with this confusion for two or three months. The only constant information I was told was, I was not required to make payments until forbearance ended. Regardless, I began making payments in XX/XX/2022. I followed that with a XXXX payment for XXXX and a XXXX payment for XXXX and XXXX I sent Carrington approximately XXXX to get current and pay off forbearance back amount. Each statement I received in mail indicated I was in forbearance and not required to make any payments. When paid up, I thought everything was fine. I never missed a required payment and I paid the back amount not to be foreclosed on. As part of the home buying process, I did a three way call with Carrington and XXXX (? ). On this three way call, the Carrington female said I had a 30 day late which I questioned. She indicated they sent me a letter on XX/XX/XXXX, that my forbearance ended and I was required to make a payment XX/XX/XXXX and they did not receive payment until XX/XX/XXXX. I am not sure how this would make sense but regardless, I made a payment on XXXX for XXXX then in XXXX I sent the approximate XXXX to end my forbearance debt.

Company response to consumer: Closed with explanation