Consumer complaint received 2022-10-11
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
My loan was transferred to this company from my original servicer in XXXX of XXXX. Since that time I have encountered nothing but false and incomplete information and a total and absolute mismanagement of my account and money that I have paid to this company. 

When I was transferred to Carrington, my mortgage was ahead of schedule by approximately one month. I maid partial payments to aggressively amortize my loan. This caused confusion and chaos as the company does not have standard technology to process, accept, credit, or calculate paydowns as per customer request. This alone is a problem in and of itself that the company can not accurately process payments as they come in, and in a manner of the customers choosing. If a customer has a payment of {$1000.00} per month and pays that {$1000.00} broken up into smaller payments, they will amortize the loan faster and therefore save money on the life of the loan. This bank will only allow payments broken into 2 payments per month which stifles this paydown option. 

After asking numerous times for a re-calculation of ALL money paid, I was redirected numerous times. On XX/XX/XXXX, I attempted to make a payment and provided my account info. I was provided with a confirmation number of the payment. Approximately one week later, I was told that the payment did not go through and that I needed to pay again including other amounts outstanding. This was incorrect. 

After multiple conversations, I requested a formal audit of my account as follows to a XXXXXXXX XXXX XXXX XXXX on XX/XX/XXXX : my mortgage was transferred over to Carrington on or about XX/XX/XXXX. When the loan was transferred, I was ahead of my scheduled pay date. 

By my calculations, the monthly payments that are due to Carrington Mortgage Services include : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX The total balance of these months is approximately {$7200.00}. Attached please find statements from my bank of processed payments totaling {$9400.00} If this calculation is correct, not only am I NOT late on my mortgage, but I may well be ahead of schedule as I was when I became a customer. 

Please advise of every single dollar and cent that your firm has received from me. I am asking that this account be escalated to the appropriate departments within your company and I iterate, that I would like a FULL AND COMPLETE audit of all payments that I have made to XXXX. 
-- -- -- -- -- -- I have called to follow up numerous times on this audit request and have yet to hear back in regards to any reconciliation. 


The bank has been negligent in reconciling in a timely fashion. This causes severe detriment both from a mental and financial standpoint. I was diligent in paying ahead of schedule and now I in limbo on what the amounts owed or due are which causes stress. I have followed up on numerous occasions to get a status update. I have called into the company XX/XX/XXXX and spoke with XXXX employee ID XXXX who advised that he would personally look into the entire case and contact me on XX/XX/XXXX. I DID NOT receive a call from XXXX and followed up on XX/XX/XXXX. I followed up again on XX/XX/XXXX and XX/XX/XXXX. My most recent conversation was on XX/XX/XXXX with no significant update. 

With each conversation and follow up the case becomes more convoluted as alleged charges begin to accrue or monthly mortgage payments become due. 

I am totally dissatisfied with this bank and I can only assume that if they can not reconcile and account that was only 4 months old at the time of request, then they would have a much harder time keeping other accounts properly serviced as well. 

I would like to file and document this complaint as a register or the confusion and frustration and delay and possible financial detriment that this bank and their customer service representatives has caused - that is still on going! 

With each passing day, it becomes more unlikely that the company wil lbe able to accurately track, or report correct information. This is because I am still on the mortgage. My suggestion was that they put any money that I pay them into a separate unapplied funds account which would allow them just to look at the 4 months in question as per the above. Additional payments only continue to confuse the situation but I also dont want to run into any default status. Their runaround and lack of clarity and transparency has been the most frustrating, and convoluted process ever encountered! 

Apologies that this complaint may have been long winded and a bit wide ranging, but it is only due to extreme frustration when you have been given the runaround on your mortgage and when you cant trust that every cent paid is being accounted for!!!

Company response to consumer: Closed with explanation