Consumer complaint received 2017-05-22
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: CARRINGTON MORTGAGE SERVICES, LLC (ME)

In XX/XX/XXXX, I submitted a request for mortgage assistance to my mortgage company, Carrington Mortgages Services. I filled out the application as well as sent them all of the other documentation that the requested of me ( pay stubs, bank statements, etc. ). The reason we fell behind on our mortgage payments is a direct result of my husband being out of work for 5, nearly 6 months after undergoing emergency XXXX XXXX XXXX XXXX as well as other medical complications. This left me as our only income during that time and I am not capable of paying all of the bills on just my salary alone. Also, we were inundated with my husband 's medical bills that we needed to make at least some payments on. At the time I submitted the request for assistance in XX/XX/XXXX, we were only 3 or 4 payments behind. Once I had submitted this request, I was given a complete runaround by Carrington. They repeatedly claimed that they were missing documents, even though I had sent them multiple times, both via fax and email. I continued to get this nonstop runaround until mid to late XX/XX/XXXX, when I was finally informed that they had received everything that they needed and that my file was now in underwriting and that it would take about 30 days to hear back from them. I heard nothing. Come XX/XX/XXXX, I received a letter in the mail from Carrington stating that my application for assistance had been canceled because they had not received all of the required documentation. This was COMPLETELY false. The last time I had spoken with Carrington in mid to late XX/XX/XXXX, I was told that they had EVERYTHING they needed and that my file had been sent to underwriting. As a result of this nonsense, I had to start my application all over again from scratch. Because of Carrington 's complete carelessness, we had fallen several more months behind on our payments and we were only going to continue to fall behind while having to go through this whole entire application process again. Long story short, I sent them a whole new request for mortgage assistance packet with all new bank stubs, pay stubs, etc. They put me through the same nonsense of claiming they were missing documents, even though I had sent them. This past Friday, XX/XX/XXXX, I received a letter in the mail from Carrington claiming that we did not qualify for the loan modification that we so desperately need and the only thing that we qualified for was " liquidation. '' This does NOT help us in any way, shape, or form. We are NOT going to " liquidate '' anything. My husband has been back to work full-time for a while now and we are perfectly capable of affording our normal monthly payments again ; however, we just need help with getting this past due balance deferred to the end of our loan. Carrington claims that we received a loan modification a year ago ; however, I NEVER even applied for a modification last year. What happened was that Carrington informed me in the spring of XX/XX/XXXX that there was a shortage of escrow, which was NOT the case ; however, they continued to claim that there was a shortage of several thousands of dollars and expected us to pay it. Well, this did NOT fly with me as I knew this was not true and I also read on the Consumer Reports complaints page that Carrington has done this to MANY other customers and not just us. As a result of this, I sent an email of complaint to the CEO of Carrington Mortgage Service, XXXX XXXX XXXX. He did not reply to my first 2 emails, but he finally replied after I sent him a third email ; however, he clearly did not mean to reply to me, but meant to forward my email to someone else within the company and had called me an " XXXX '' in this email that he meant to send to someone else, but clearly accidentally hit reply instead of forward so that it came to me instead of the person he actually meant to send it to. Here is a copy of his response that I received '' " XXXX - This XXXX has been pestering us for at least a month that I can remember, I ca n't even sort out all of the details of what she is referring to any longer. Let 's do two things here - solve whatever the current issue is asap and then get XXXX to offer her a streamline refi at whatever rate will incent her to refinance quickly, then sell the loan on a released basis into the market so that we are no longer dealing with her. Please let me know your thoughts. BR '' Obviously, I was furious. I immediately responded and let him know that I did not appreciate being called an " XXXX '' by the CEO of my mortgage company, especially when they are the ones in the wrong regarding this so-called " escrow shortage. '' I almost immediately received a phone call from the the head of the customer advocate department of Carrington, XXXX XXXX. She was very obviously asked to call me to do damage control after XXXX XXXX had called me an XXXX in an email that he did not mean to send to me. Of course, I was extremely angry and told XXXX XXXX that there was absolutely XXXX excuse for what had happened and how incredibly unprofessional that was. I told her that I was even contemplating taking this to the news media. She told me that she was going to come up with a solution for me to " make everything better. '' She later contacted me and told me that they had successfully " gotten rid '' of the escrow shortage and claimed that it was sort of modification, even though I NEVER even applied for it, never even asked for a modification, and never even knew I was getting one. They just somehow, on their own without my knowledge " got rid of, '' as XXXX XXXX worded it, the escrow shortage. I NEVER, EVER went through any sort of a loan modification process. Like I said, I never even asked for one and never sent in any applications or any other documents. They did this all within the matter of one day, just as a way of doing damage control for what their CEO had done. Now, when we actually NEED a modification due to a temporary hardship caused by a very serious medical issue resulting in a temporary significant reduction in household income, we are being refused one. I have a USDA guaranteed home loan, and I know that there are special loan servicing guidelines that can be utilized to obtain a loan modification and there was absolutely zero indication on the letter that I received from Carrington on Friday that this special loan servicing was utilized. It is very clear that Carrington Mortgage has failed to follow the provisions of mortgage servicing as required by RESPA.