Consumer complaint received 2021-10-25
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: WA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I am directing this correspondence to you in order to resolve issues regarding our mortgage with Carrington Mortgage Services LLC. The following is a document showing the steps taken by us and by Carrington leading to the eventual Notice Of Trustees Sale. 

On XX/XX/2021, we submitted a completed Mortgage Assistance Application Form by fax. We note that the first page of the application form reads, We will acknowledge receipt of your application within five business days [ emphasis added ] and let you know if we need any additional information or documentation to complete your application. 

We responded to Carringtons request for additional records dated XX/XX/2021, by fax on XX/XX/2021. Included in the response were the requested pay stubs. We did not receive any further correspondence from Carrington within the five business day period or since, leading us to believe that our application had been deemed complete. On XX/XX/2021, we called Carrington Customer Service to verify their receipt of our completed application. The service representative indicated that it had been received and was complete and under review. According to the Mortgage Assistance Application, If your loan is delinquent, collection proceedings may continue up to and including any pending foreclosure action ; however, once we are in receipt of your complete loss mitigation application we will not initiate foreclosure action or proceed to foreclosure sale while we consider and evaluate your request. Carrington has failed to provide us with any additional correspondence regarding our application for mortgage assistance as of the date of this letter. 

On XX/XX/2021, I again called Carrington Mortgage Services at XXXX to talk with a Customer Service Representative. I asked about the status of our Mortgage Assistance Application and to make sure that the required documentation stated on the letter dated XX/XX/2021 was received. The representative informed me that the pay stub for my wife from her work wasnt legible and therefore our application was incomplete and had expired. Our review of the faxed document showed the document to be clearly legible. The representative also informed me that there were more documents still missing from our application, however, no written indication from Carrington of any such deficiency has been provided. The representative indicated that we should submit a completed Form 4506C, bank statements showing paycheck direct deposits from both my wife and me, and a clearer, more defined copy paystub from my wife 's work. 

The representative indicated that the instructions listing all of the required documentation on the Carrington Mortgage Assitance website have been removed. Carrington did not indicate that these documents were missing in the written request for additional records dated XX/XX/2021, and no subsequent correspondence has been received from Carrington Mortgage Services , LLC . 

We have made a good faith effort to submit all requested and required documentation in connection with our application for mortgage assistance. Carrington has failed to provide appropriate communication about application status and, according to their own representative, has failed to provide complete instructions on the application form. Carrington Mortgage stated which information was missing from our application. When that requested information was submitted on XX/XX/2021, our application should have been considered complete. Carrington was obligated to halt initiation of any foreclosure proceedings once in receipt of a complete application. Unfortunately, on the afternoon of the XX/XX/XXXX, a representative from XXXX XXXX XXXX XXXX XXXX posted a Notice Of Trustees Sale on our front door. 

We attached copies of our complete application materials ( previously submitted on XX/XX/2021, and XX/XX/2021 ) along with the newly requested documentation from my phone conversation with a Carrington representative on XX/XX/2021. A completed Form 4506C form was mailed by Certified Mail on XX/XX/2021. 

On Friday, XX/XX/XXXX, I called Carrington Mortgage Services , LLC to confirm that they had received our newly submitted application, along with all of the required documents. The representative informed me that our application had been reviewed on XX/XX/XXXX. However, the representative informed me that the date at the bottom of the Mortgage application was dated from XXXX and not XXXX the application was denied. At no point during any of the prior phone conversations did the representatives tell us we had to have a current date next to our signatures on that form. I asked him if we could please get that in writing, he said he couldn't. I confirmed with him to make sure that all we had to do was resubmit the application with it dated from XXXX along with the accompanying documents and I was told, " that's correct. '' With his confirmation and my mother as a witness, an updated application was emailed to Carrington Mortgage Services , LLC 's email address ; XXXX.

Company response to consumer: Closed with explanation