Consumer complaint received 2016-05-03
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: SC
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On XXXX XXXX, XXXX CMS reported that there was a 30-day late payment to the credit bureaus when that information was incorrect as a payment of {$1000.00} was deducted from my account and paid to CMS. On XXXX XXXX CMS reported that I was 30 days late when payment was received in the amount of {$1000.00} on XXXX XXXX XXXX and was not applied to the loan and was placed in an unapplied funds account pending the balance of {$130.00} per the recent escrow analysis conducted prior to XXXX XXXX without my knowledge. The paid amount was not reported to the credit bureaus instead CMS reported that the account was 30 days past due when again that was not correct as payment was sent and received per the memorandum provided dated XXXX XXXX XXXX. The notification letter informing me of the escrow increase was sent on XXXX XXXX, XXXX, which is after the erroneous information was reported to the credit bureaus, which I was made aware of by the negative information being applied to my credit report. CMS states that they try to avoid financial hardship on the customer, however not one phone call was made notifying me of the change in the amount of my mortgage payment. CMS states that they are required to report accurate information to the credit bureaus however based on the information provided via memorandum dated XXXX XXXX XXXX, CMS has failed to do so on all three occasions. CMS has continued to cause financial hardship by again reporting in XXXX XXXX that I was 30 days late when CMS was in receipt of {$1100.00} and held the amount in unapplied funds and appropriated {$900.00} to be paid for XXXX XXXX. On XXXX XXXX, XXXX XXXX received payment of {$1100.00} and an additional payment of {$260.00} on XXXX XXXX XXXX bring the account current per CMS, after receiving notification via mail on XXXX XXXX that the account was delinquent according to CMS. For the months of XXXX XXXX, XXXX and XXXX XXXX, CMS has received payment and made no attempt to contact me via phone and the attempts alleged by mail was received after the negative information was reported to the credit bureaus. As a Service member CMS customer service agents have been rude and uncaring of the hardship a XXXX faces and has made no attempts to support, instead I have to resort the XXXX to get some assistance. As stated before CMS has reported erroneous information to the credit bureaus per the memorandum provided and has made it clear that they will not correct the information or provide some relief in the form of contacting the credit bureaus and reporting that they were in receipt of all month 's mentioned above payments. CMS has not taken into account that since buying this loan from XXXX XXXX XXXX and for the last 8 years I have never missed a payment or have I been late into account when reporting. CMS has caused undue stress for my household and has no remorse for their actions. CMS has not reported payment to the credit bureaus since purchasing the loan XX/XX/XXXX and only started reporting my account XX/XX/XXXX which is in breach of the federal law that provides for timely and accurate reporting in regard to the current loan status, payment history and loan information. Per the Consumer Financial Protection Bureau guidelines which required suppression of information being reported 60 days after written request that was alleged to be sent on XXXX XXXX XXXX which I was not in receipt of per the information stated above. CMS did not properly notify me of the increase as a phone call was not made and I received the escrow analysis after requesting the information on XXXX XXXX, XXXX after the negative information was reported.

Company response to consumer: Closed with explanation