Consumer complaint received 2018-07-07
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: CARRINGTON MORTGAGE SERVICES, LLC (GA)

My name is XXXX XXXX and I am contacting your organization to file a formal complaint against my mortgage company, Carrington. I have serious issues with the way that they have serviced my loan, their customer service, their harassing collection calls and their failure to address my requests for homeowner assistance programs. My daughter was in a bad accident at school in XX/XX/2016 and required full time care. As a result I had to miss a lot of time from work to care for her. This led to me going delinquent on my mortgage loan about a year ago. I have tried to engage with Carrington 's loss mitigation department in order to get a review of my current financial information initiated but have run into a brick wall. Their agents are not helpful, they tell me that since I had received a modification in the past that they can't do anything to help me. Then a couple of days later I get a letter from Carrington telling me that I qualify for help and that I should apply again. Which I do, but I keep hitting roadblocks put up by their staff. I had a true hardship, but it was temporary and I am now in a much better place financially. I have the means to afford the original modified payment and have attempted to make this payment but their agents refuse to accept it from me. Instead I am told that I need to pay back all missed payments, late fees, legal fees, foreclosure fees etc. I have been told that anything less than that is not good enough. I am trying to survive here and have the financial means to make this payment but feel that Carrington is not allowing access to the federal, state and internal programs that are available to help struggling homeowners.

I understand that your organization is responsible to oversee lenders and ensure that they follow the guidelines of government, state and internal homeowner assistance programs. I assure you, Carrington has violated these guidelines. I live in my home with my wife, my step-son  and my daughter. My wife and step son both work and are now contributing to the finances of the family. I have worked as an XXXX XXXX XXXX for the last few years but when I had to miss so much time to care for my daughter I lost some of my clients and accounts. That is why I struggled and after hanging on for 6 months began missing mortgage payments. I immediately reached out to the Carrington agents to try and resolve this and see what we could do to fix the problem. Instead of working with me and allowing me to be reviewed for ANY options I was transferred from department to department and was unable to get anyone to help work with me. I never spoke to the same person twice and no one cared that my financial crisis was over and that my financial circumstances had changed. Even though no one from Carrington was willing to help me, the collection agents were harassing me multiple times each day and I kept receiving letters telling me that I qualified for help and to apply. This was very confusing and frustrating. 

We have sufficient income to afford our monthly mortgage payment. We need a hand to help address the late payments related to my daughters accident. I know there are programs such as repayment plan or forbearance as well as modification that can be used to address this situation. Carrington is not following guidelines and is denying me access to these programs. Their agents are rude and callous and this company is harassing me with collection calls and letters. I WANT to fix this problem, I WANT to pay them, the issue is that Carrington will not work with me. I hope that your office will investigate my case and help me to persuade Carrington escalate my case and open a review of my current and correct financial information so that I can save my home.