Consumer complaint received 2024-09-18
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CARRINGTON MORTGAGE SERVICES, LLC (MO)

We have a FHA loan on our Primary residence in XXXX XXXXXXXX, Mo. My wife and I are XXXX XXXX XXXX  Our first mortgage was originated in XXXX of XXXX with XXXXXXXX XXXX  XXXX All was great until this spring XXXX. Our current homeowner 's insurance had gone up so I shopped the insurance to get the payment reduced as we are on a fixed income. I was given a great new yearly policy with XXXX XXXX. It would reduce our monthly payment of XXXX. 
We had the agent send the statement and new XXXX page to XXXXXXXX XXXX XXXX Our other insurance had already sent the statement for the year. XXXX had 2 policy 's with full coverage and never called to ask which one the policy was to pay from the escrow. Instead, they paid both and policys in full and then sent a letter statement our payment was going up XXXX instead of reducing the payment as they calculated two ( 2 ) policys. I called them in XXXX to correct and use the new policy. They said they would and refund and refigure the escrow to correct it all. 
Well, in XXXX we received a letter in the mail that apparently was late in the delivery as our mortgage was being sold to Carrington and that our first payment with Carrington was to be XX/XX/XXXX. I called and was on the phone for over 2 hours trying to correct this mix up, they promised at XXXX it would be fixed, and to call back the end of XXXX. We did and got another person that said nothing that can be done as it was already delivered to Carrington and that we needed to get in touch with Carrington to have them correct the mix up. 
We made the payment of XXXX to Carrington over the phone in XXXX. We received a statement in the mail for the XXXX payment of XXXX which we got a cashier 's check ( certified funds ) to mail to Carrington. I called back as when getting online it didn't show the credit of the cashier 's check for Payment being made and it was the payment of XXXX XXXX more as still the two insurance policies were in place causing this overage. We were also do a refund as too much would be in our escrow account. I called Thursday, XX/XX/XXXX and spoke another 2 hours to a supervisor that was going to put a rush as she recognized the problem. 
Today I was called by Carrington and said that we are short XXXX on our monthly payment and would reflect a late pay if we didn't submit another XXXX to go along with the XXXX they were holding in certified funds. We are seniors and on a fixed income and my wife lost her job in XXXX and I'm on Social Security trying to get by. I spoke with a person that said they are doing the escrow analysis and XXXX be complete within the next couple weeks but not early enough to reflect that the XXXX payment is not credited as it's not the larger amount they want. All just to figure it all out and refund us over XXXX and lower our monthly payment with XXXX, XXXX, Taxes and MIP by over XXXX. 
This is frustrating and has caused frustration for both my wife and I as we are seniors and have no one to call on for help to get the extra funds. 
This is a violation of Fair Housing law on several grounds. 
XXXX. Selling the loan incorrectly to Carrington with the wrong amounts. 
XXXX. XXXX accepting the Cashiers check of XXXX but saying we they will report a late payment now that it is past the XXXX and the remained hasn't be submitted. 
XXXX. No mortgage bank when a loan is sold is to charge the customer for lates for the first 60-90 days until they get the escrow figured out. 
WE ALERTED BOTH GATEWAY/FIRST BANK AND CARRINGTON THAT THE ESCROWS WERE WRONG AND WE NEEDED THEIR HELP TO FIX IT. 
Our request was completely ignored by both companies. This is a clear discrimination case and we expect to be made whole and the payment to reflect the promissory note with terms and interest that was closed in XX/XX/XXXX. Along with the new Homeowners policy that was given in plenty of time to correct before selling the closed loan to Carrington for them to fix and clean up. Now we have two companies that have violated our rights. This must be corrected ASAP. I want immediate action taken. I will also be searching for damages with housing attorney that will fight for us if CFPB doesn't step in to correct ASAP.