Consumer complaint received 2016-01-23
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CARRINGTON MORTGAGE SERVICES, LLC (IL)

I have never been this frustrated in my life as I am with this particular situation. I have reached out to the customer care and dispute services available through Carrington Mortgage and I am completely dissatisfied with the overall service, experience and outcome of my payment dispute inquiry. I attempted to refinance my home loan only to be told that my account showed a past due payment. First, I have never been late on a monthly payment. In fact I often pay early to prevent discrepancies against my account. My loan was originally through XXXX XXXX XXXX and my mortgage was sold to Carrington Mortgage services in XXXX XXXX. This is where the issue began. I attempted on XXXX to keep my loan with XXXX to no avail. I assumed everything was fine until my attempted refinance dispute. I disputed the late payment charge and I waited over a month for response or an indication that the team handling my dispute would look into my complaint as well as my payment history. I called on multiple occasions to be told we are looking into it & will have a resolution by XXXX XXXX, XXXX. This never happened. Not only was the research into this complaint without merit but there was no effort applied to get a legitimate response. I sent in a dispute letter under the direction of a XXXX XXXX from the payment dispute department on XXXX XXXX, XXXX. I advised him that I spoke with someone from both XXXX XXXX XXXX prior to my loan transfer to Carrington mortgage services and an employee from Carrington mortgage services on the same date of XXXX XXXX, XXXX. I indicated that I was told by both employees that was current with my payments on my loan. I was told that all I had to do was make an additional {$79.00} payment from a woman from XXXX XXXX XXXX for a small change of price to my loan due to a tax fluctuation and that was all that I had to do to keep my payments in good standing prior to my loan being transferred over to Carrington mortgage services. Based on my own investigative work I discovered that I in fact made the payment with XXXX XXXX XXXX employee over the phone the same day the transaction was made against my account on XXXX. My full payment was not transferred over when Carrington mortgage took over my loan. Had Carrington mortgage only checked to see that they had recently taken over my loan in the timeframe ; corresponding with this discrepancy in payment & simply considered my consistent payment history ; that had always been intact and timely they would have resolved this problem before it even started. Furthermore when I spoke with XXXX XXXX regarding my loan on XXXX XXXX he indicated to me that the reason why my loan was showing incorrectly was because of the payment change in XXXX that he showed that I was to pay an additional {$170.00} against my account. I recall speaking to someone from both XXXX XXXX XXXX and Carrington home loan services and I was again told that my account was in good standing and that if I wanted to pay additional towards my principle-I could but not required to as long as I made my regular payment my account would stay current and in good standing. I was given a statement that had three payment options for principal from Carrington home loan. Since I was told this on more than one occasion and precisely from a representative from XXXX XXXX XXXX & Carrington-I took this advice. Next, I am looking for clarity. No one can give me a straight answer regarding my account. Every answer is different and nothing is consistent. I have bank statements showing every payment applied to my account for both XXXX and Carrington. However, they are ignoring this information as invalid with no reason why. I was just told on XXXX XXXX, XXXX that they do n't see my XXXX additional payments but never confirmed with XXXX. I am appealing the decision but I am not receiving help to resolve this.