Consumer complaint received 2018-07-17
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: CARRINGTON MORTGAGE SERVICES, LLC (TX)

This is the second time I reach out to the CFPB. The previous case was closed under the presumption that this had been resolved and it has not been resolved. I have enclosed a letter below that I have sent out to Carrington Mortgage, XXXX XXXX XXXX and several others. 

It is approaching the two year mark of a storm that impacted my home at XXXX XXXX XXXX XXXX XXXX GA XXXX. I have spent all this time attempting to resolve the issue. Carrington Mortgage had my escrow account to pay for taxes and insurance. They failed to pay my insurance and it lapsed in coverage. I learned about the coverage lapse when I attempted to file a claim with my own insurance company and was told that the policy had been cancelled for non payment. Carrington then force placed an insurance policy with XXXX XXXX XXXX and I have yet to resolve the issue. 

Carrington has not released approximately {$2100.00} dollars in insurance proceed despite having received all the documentation they have requested from me and despite inspection reports documenting that the home has been repaired. 

XXXX XXXX XXXX will not respond to my requests to review the damage and the repair costs despite several attempts. They hired a property insurance inspector that provided a report in which the adjuster based his findings. 

Neither the insurance company nor the adjuster will provide information as to how the inspector meets the qualifications to make the assumptions in which they based their insurance determination. 

This home had remodeling completed that was under city , county ordinances and codes. The architect and engineer where in fact  licenses. The inspector faulted the remodeling for the damage to the roof in the main home rather than the storm and he does not have the credentials to support his findings. 

This is yet another attempt by Carrington Mortgage and XXXX XXXX XXXX to not pay a claim. I am not able to obtain my own insurance that has the coverage I need because of their mishandling. 

I am out of pocket in the excess of {$11000.00} and yet to see a reimbursement.This has caused me tremendous hardship. I can't pay my mortgage on time. I am elderly and live on a fixed income. Every time I call Carrington they ask for a document, I provide it and then I call back and they ask for another document. This has been going on for almost two years. 

Below is the letter sent to XXXX XXXX XXXX XXXX Respectfully, XXXX XXXX, XXXX XXXX XXXX XXXX Reference Policy # XXXX Claim # XXXX Property Address : XXXX XXXX XXXX XXXX XXXX GA. XXXX XXXX XXXX XXXX Dear Mr. XXXX, I called and left you a message two weeks ago and never received a return call. I am writing to you concerning the above mentioned claim and the handling of this claim. Allow be to provide you some details on how this policy was implemented. 
Carrington Mortgage became the new servicer to my home loan that was previously serviced by XXXX XXXX XXXX. My loan includes escrows for taxes and insurance. Carrington Mortgage failed to make payment to an insurance policy that had been in place since I bought this home in XXXX of 2008. 
Due to their breach in our mortgage agreement which requires them to pay the insurance policy, my policy was cancelled. I became aware of the cancellation when a storm impacted my home and I attempted to file a claim. 
I was advised that my insurance had lapsed. I contacted Carrington Mortgage and they force placed insurance with XXXX XXXX. The damages to my home are approaching the two-year mark. I am unable to obtain my own insurance policy due to the gross mishandling of this claim by Carrington Mortgage and XXXX XXXX XXXX. 
An inspector was sent out to my home, XXXX XXXX soon months after the damage to my home. My understanding is that this inspector is not a license engineer nor a licensed architect yet you as the adjuster accepted his findings that some of the damages to my roof were a result of faulty construction to an addition to my home. 
This addition was in fact managed by a licensed engineer, a licensed architect and approved by a license state inspector and real estate general contractor. 
My home has had over {$12000.00} in repairs resulting from the storm damage, all of which are covered under this insurance policy. My home was renovated when I purchased it in 2008. 
Since then, my home has had all electrical, all plumbing and now new roof to the main home as well as the three car detached garage. 
In addition to these updates, my home has had the kitchen and all three bathrooms remodeled over the last 10 years, I have spent over {$70000.00} renovating this home. Most recently the HVAC system, yet you and the company you represent deducted for depreciation. 
I am an elderly citizen and I feel that this situation has been mishandled by your company and Carrington Mortgage. I will be contacting the state and federal agencies that oversee both the insurance and the mortgage companies involved in this matter. 
There is currently an active case regarding the lapse and mishandling of the insurance policy by the Consumer Financial Protection Bureau. I am providing them a copy of this correspondence for their records. 
I will also be sending a copy of this letter to the Office of the Insurance and Safety Fire Commissioner, Georgia Department of Insurance, Congressman XXXX XXXX XXXX XXXX and Senator XXXX XXXX. Enough is enough! 
I live on a fixed income. The cost of making these repairs has devastated me financially and someone has to be held accountable. 
I am requesting that the claim for the damages of my home be reviewed by your supervisor and a finding be completed in my favor to reimburse me all the expenses for the damages to both roofs of my home along with the interior damage. 
I will also be requesting compensation for the damages that would have been covered under the previous policy that lapsed because of Carrington Mortgages neglect in the handling of my escrow funds. 
To make matters worse, my husband passed away one month after the storm and this burden has taken a toll on my physical and emotional health. 
I want for you to respond to my request in writing, via my email at XXXX. This request is due to the lack of accountability of all parties involved and to ensure that there is no miscommunication pertaining to this matter. I further authorize my daughter XXXX XXXX to speak on my behalf when I am not available or able to due to my schedule and health issues. 
Respectfully, XXXX XXXX Mailing Address XXXXXXXX XXXX XXXX   XXXX XXXX, TX XXXX cc : Carrington Mortgage cc : Senator XXXX XXXX cc : Congressman XXXX XXXX cc : Office of Insurance and Safety Fire Commissioner State of Georgia cc : Consumer Financial Protection Bureau