Consumer complaint received 2021-04-20
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — 
Company: CARRINGTON MORTGAGE SERVICES, LLC (TN)

I recently applied for refinance loan with my current mortgage company Carrington Mortgage Services  on XX/XX/XXXX. I received a call from XXXX XXXX XXXX of Carrington who was the Loan Officer. He asked what type of loan was I seeking and I stated that I would preferably like a refi with cash out out he said that they could offer me that. Mr. XXXX, the XXXX XXXX informed me that I would have to pay for an appraisal which would cost {$480.00}. I paid the appraisal company that Carrington hired and they came out and appraised the house a few days later in XXXX. XXXX XXXX, the XXXX XXXX XXXX sent me an email stating that my credit report showed that my Carrington Mortgage loan was in forbearance and that I needed to call a Mr. XXXX at XXXX XXXX ) XXXX to clear it up. I did a conference call with Mr. XXXX and employee by the name of XXXX of Carrington mortgage. XXXX informed Mr. XXXX that I was no longer in forbearance and that my payment history with them was pristeen. This information was forward to Mr. XXXX XXXX. On XX/XX/XXXX and XX/XX/XXXX, Mr. XXXX asked me to go to the Carrington website to sign the Pre-closing documents which I did. I also signed all necessary documents and provided income verification, W2 forms etc. This information was forward to MrXXXX XXXX XXXX. Before they could provide me with a closing date the underwriters ran my credit which showed 7 judgments that didn't belong to me. Before they could close they had to clear the title. Mr. XXXX asked me to verify how I had cleared up the judgments and I informed him they weren't mine and did they bother to run the credit report with my social security number. I worked with the title company XXXX XXXX, XXXX XXXX of XXXX. On XX/XX/XXXX the title company cleared the liens and judgements. Mrs. XXXX forwarded the information on XX/XX/XXXX to XXXX XXXX that the title was cleared. Then on XX/XX/XXXX, XXXX XXXX stated underwriters had another issue with my automobile loan that showed a past due amount of {$87.00}. On XX/XX/XXXX XXXX XXXX got confirmation from the credit bureau that the account was not past due and it was reported wrong to the credit bureau. On XX/XX/XXXX I asked XXXX XXXX for a status updated regarding a closing date. On XX/XX/XXXX XXXX XXXX informed me that the underwriters and Loan Officer, which was XXXX XXXX were working on my file. On XX/XX/XXXX I received an email from the Loan Officer XXXX XXXX informing me that due to me having been in a forbearance that I couldn't do a cash out loan per FHA government guidelines. I informed Mr. XXXX that I should have been informed what the criteria was for obtaining a refi with a cash out loan at the beginning of the loan process. I went on to state to MrXXXX XXXX that I felt deceived and that this matter dragged on for 2 months with no one doing their homework about cash out refinances. I informed him if I knew the criteria from the beginning regarding cash out refinance I would have went a different route or they should provided me with another alternative. I informed Mr. XXXX that I wanted a refund of my $ 485t which was paid for the appraisal. He stated that they would see what they could do. I asked Mr. XXXX for the name and phone number of his boss. He stated that his boss would be awaiting my call. I called on XX/XX/XXXX and sent emails to XXXX XXXX and XXXX XXXX to ask them to proceed with the refinance without the cash out since they had already received all my information. I also called Mr. XXXX 's boss XXXX XXXX at XXXX XXXX XXXX XXXX on XX/XX/XXXX and left a message. As of XX/XX/XXXX no call back from Mr. XXXX. I received an email XX/XX/XXXX from Mr. XXXX regarding a Home Loan application in which he wants me to sign an eDisclosure document. At this point I would like the mortgage company to process my request for a refinance without a cash out and to refund me the {$480.00} for the appraisal that was not needed due to the criteria for cash out refinance due to FHA guidelines. I did verify the criteria with a representative from FHA regarding what the criteria was for someone wanted to seek a cash out refi after being out of a forbearance.