Consumer complaint received 2015-07-15
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CARRINGTON MORTGAGE SERVICES, LLC (PA)

Effective XXXX XXXX, 2015 my mortgage was sold from XXXX to Carrington Mortgage company. As stated on the XXXX letter of transfer, any payment due on or before XXXX/XXXX/2015 was to be paid to XXXX, anything due XXXX/XXXX/15 or after was to be paid to Carrington, mine was due XXXX/XXXX/15 so this payment went to XXXX. I never received a letter of transfer from Carrington expressing the terms of the transfer so I had to go off of what XXXX had sent to me ( at the time of transfer, I was paying under an approved Modification Agreement with XXXX ). Even after calling Carrington, I could n't get any payment information until my XXXX/XXXX/15 payment was due. On XXXX/XXXX/15 I called Carrington and asked them what my payment would be, if it would be the same as what I was paying XXXX, or if things had changed. XXXX ( XXXX ) told me that my {$760.00} payment would remain the current payment so that is the payment I made. The same thing on XXXX/XXXX/15 when I spoke with XXXX in the Home Retention department as I escalated things because I felt as though I was getting vague and inconsistent information regarding terms and conditions. However, XXXX assured me that the {$760.00} payment was the correct payment to make. On XXXX/XXXX/15 I spoke with XXXX, when I tried to make my " normal '' payment she informed me that she could n't accept it as I have n't been paying the correct amount and my account was past due. She further informed me that I had n't made a payment since XXXX ( which my loan was still with XXXX at that time ) and I would need to make a minimum payment of {$950.00} to pull my account to just one month behind. ). I asked her why I was never informed that my payment was different than the XXXX with XXXX, and why XXXX 's letter of transfer stated that " the transfer will not affect the terms or conditions of your loan '' and why I never received a letter from Carrington regarding the transfer or the increased payments. None of these questions she could answer, so I asked to speak to a supervisor, she got XXXX on the phone, but only for listening purposes, I could not get the individual to answer me directly, only through XXXX. All the while, I have been getting repeated regular mail and certified mail threatening me with " Intent to Foreclose '' but when I call, everyone that I talked to above, including a conversation with XXXX in Home Retention, I am being told that I am not flagged for foreclosure, and to ignore the notices. I CAN NOT ignore threatening mail, consistently sent, threatening mail saying that they would foreclose. Now, I have received notification that my insurance is coming dueXX/XX/2015 and that Carrington has not paid it.. I have no problems making my payments, as long as my payments are made clear to me, that I know when and where my money is going and that my escrow payments are being made on time, every time. However, at this point, I do n't know that I can trust this company to follow through with what they say or what say they are going to do. I did not ask for this, I ran in to financial trouble a few years ago, but through XXXX had finally made my way back to being on track and in good standing. Now I have to do it again with a company that has no interest in my attempts to meet their demands and insist on degrading me for being in the situation that I was and that " this is all my own doing ''. I do n't want to lose this house, I want to be on the level with whomever holds the loan, but with Carrington, I ca n't seem to do that, every time I call them to straighten things out, I find out I 'm even more behind, even if it is simply days after I spoke to them before. Please. Let me know what other information I can provide for this complaint as I need your help. 
Attached are the following documents : XXXX Letter of Transfer Carrington Letter for Service Members Civil Relief Act Disclosure