Consumer complaint received 2023-08-29
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: IA
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Sub-issue: Trying to communicate with the company to fix an issue with the application process

Complaint:
on or around XX/XX/XXXX I SUBMITTED AN APPLICATION FOR A VA loan. MY CREDIT was run as they stated in application and on XXXX i received and email from XXXX XXXX, stating they has recieved my application, as below states from my email. 

Thu, XX/XX/XXXX at XXXX XXXX  Good afternoon XXXX, Congratulations on taking the next steps towards homeownership! We received your application and your loan officer XXXX XXXX will be in touch soon. 

Carrington is a complete homeownership company, so we can assist with all aspects of the home buying process through our affiliated companies, XXXX XXXX and XXXX XXXX. If you arent already working with a real estate agent, we're happy to introduce you to one of our affiliated XXXX XXXX agents to help you get started on the search for your new home. 

Please let us know how we can assist you throughout the process our concierge team is available to answer general questions and to make this an overall seamless experience. 

We look forward to working with you! 

Thank you, XXXX XXXX XXXX ( XXXX ) XXXX  XXXX it also stated i would hear from my loan officer, XXXX XXXX XXXX, in which i did but missed his call and he sent an email which i enclose below, XXXX XXXX, I was unable to reach you previously and checking in now to see if today would be more convenient. 

Please call me directly or simply reply to this email with the best time to discuss your home financing options. 

Have a great day. 
Thank you, XXXX XXXX XXXX XXXX XXXX Loan Officer, Retail Center, Purchase Carrington Mortgage Services , LLC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX United States XXXX XXXX ) XXXX XXXX in which i replied back to as follows : Thu, XX/XX/XXXX at XXXX XXXX  Afternoon XXXX, I called the number that was listed on the above email from you this morning and left a XXXX because it said your not available. i called around XXXX this morning. i would like to discuss my application and see what we can can up with. i am available anytime after XXXX. Thank you for your time. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX i didn't hear back and just been the same again and again. i emailed again to the XXXX and actually received an email stated the i would hear from XXXX soon, but i missed the call, my fault. i have tried returning calls but all i get is XXXX and have left messages and other times i hung up. today i tried calling to get information and again XXXX and left another message, that was XXXX XXXX  XX/XX/2023 this morning. i also sent a message to XXXX  which follows : XXXX, XX/XX/XXXX at XXXX XXXX  Hi, I have been trying to get a hold of my loan officer XXXX XXXX XXXX. i have returned calls and sent emails to no avail. can i have someone at Carrington to give me a call, i have a question that needs asked. 

Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX all again to no avail. i have offered to take out a new loan or just assume the mortgage loan of my parents estate so i can keep my inheritance. I am a XXXX XXXX XXXX Veteran and tried working this out. i have heard nothing from my credit check which is in good standing and have even offered to pay the outstanding amount {$5800.00} on my parents mortgage due to their passing away. there is no reason we can not come to an understanding to work this out.

Company response to consumer: Closed with explanation