Consumer complaint received 2024-08-15
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: CARRINGTON MORTGAGE SERVICES, LLC (NM)

My husband, XXXX XXXX, already submitted one complaint to you about Carrington Mortgage Services , LLC . His complaint ID is # XXXX. 

I am following up on that complaint with additional information about our interactions with Carrington.

A few additional details are relevant, and the VA urged us to submit them to CFPB : We have already told you that Carrington loses our documents constantly, makes redundant requests, and inserts errors into our application, despite us consistently and promptly providing accurate information. In addition to negligent treatment of our own files, we have evidence that Carrington is acting negligently with other clients ' information. Recently, we were disturbed when Carrington sent information pertaining to a different file to our real estate agent. It contained sensitive information about a divorce case and foreclosure with personal financial details. She asked Carrington to be removed from this irrelevant email chain immediately.

We still have not received evidence from Carrington that their interpretation of the VA 's guidance is legally sound. We are now entering the XXXX day since we submitted a complete application to Carrington, and we have not received a loan decision, despite the fact that we were owed a decision on day XXXX. Simultaneously, Carrington tells us that it is standard for this process to take 120 days or longer.

Carrington would like us to believe that the definition of a " complete application '' is whatever they make it out to be ; allegedly, they can wait for months to request the documents needed for underwriting, and the specified 45 days does not commence until the last of those documents has been requested. 

CFPB exists to protect families like ours. Are we going to permit mortgage companies to call the shots and delay a process that could be completed in weeks or days, simply because they can't be bothered to assign a loan coordinator or make punctual requests for documents? This negligence is all at the expense of veterans. 

Given that we are assuming a mortgage with a substantially lower interest rate than the current average, we can only assume that our application does not present enough of a financial incentive for the company to act with haste. Alarmingly, Carrington 's representatives have shown a lack of familiarity ( or willful ignorance ) about the VA guidance. One representative told my husband on the phone that she had never heard of it and would " need to check with legal. '' Ever since receiving news of our first CFPB complaint, Carrington has been suddenly responsive and much more polite. Whereas our loan coordinator had previously neglected to reply to our emails and calls and once stated " When I am ready to do so, I will, '' Carrington is now telling us that we are a valued customer and they know this process has caused us stress.

After learning about the CFPB complaint, Carrington left a strange email on my husband 's phone, stating that their customer service team had heard we had " concerns about fees '' and claiming to be ignorant of it, stating " we hadn't heard that. '' Objectively, that is false. We have email exchanges documenting our concerns about the fees with the exact team claiming to have no knowledge of this.