Consumer complaint received 2016-10-20
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I made payments as stated from Carrington Mortgage to get my account current. Was directed to make an extra month payment as well. XXXX and XXXX payment was made online and cleared from bank account. I saw an additional amount due on my account in XXXX and asked what the amount was for. The representative could not tell me and told me that I had to ask a specific question due to the notes on my account. So I asked directly what is the additional charge showing on my account and why has n't the mortgage payment that was paid ( extra ) not applied to my account its still sitting in the unapplied funds. The representative said that they were waiting for the XXXX payment to be paid before they posted the ( mortgage payment ) unapplied funds to the account. He then stated that he could not explain the charges on the account that if I wanted a break down that I would need to request that in writing and mail or fax that request in. I said that by law you have to explain all charges to me and I must be notified in writing as to what charges are being placed on my account and for what reason. He then said for me to call back in a couple of days for an explanation after the funds have been posted to my account. I called back and basically got the same excuse that they could not tell me what the charges were for and that I needed to request it in writing. I requested this is writing and sent this request in as directed to do. I never received a response. In XXXX I received a letter stating that I have not made my XXXX payment nor XXXX ( sitting in unapplied funds ) and they charged me additional fees such as property inspection fee, attorney fees, title fee, and so on. I completed the paperwork that was included for a payment plan or modification just to prevent a foreclosure procedure until they resolve my account. I found a contact number for the Mortgage assistance department and emailed them the details as well trying to get a resolution and he emailed back a response stating they received my paperwork, apologized for the issue, and said that someone would be in touch with me after they investigate my account. No one has contacted me concerning my account. I received another letter shortly after stating that I was behind on my XXXX and XXXX payment, when XXXX was sitting in the unapplied funds. I then get another letter stating that they do not have my social security number and that if I do not provide this that I can by charged a penalty fee from the IRS. If they do not have my social then how are my payments being applied to my account correctly and what was transferred over from XXXX XXXX XXXX when they sold my mortgage. How do I know that all of the funds on my account was correctly posted and I am not being charged incorrectly or fraudulently. I am not getting any results at the moment from Carrrington Mortgage and I have found that recently others are going through the same situation as I am after their mortgage was sold to them. I feel that I am also being discriminated against because we had to file bankruptcy which has been finalized, but I am still being treated as if I am currently in XXXX. Also no Customer Relation Manager has contacted me as I was told I would receive some type of contact from.

Company response to consumer: Closed with explanation