Consumer complaint received 2017-10-20
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — 
Company: CARRINGTON MORTGAGE SERVICES, LLC (NC)

O n X/XX/17 Carrington sent our closing attorney a payoff amount for the payoff of our mortgage loan related to the selling of our home. The closing date was XX/XX/XXXX and the payoff was documented as good through XX/XX/XXXX. On XX/XX/XXXX the attorney wired the funds to XXXX and on XX/XX/XXXX XXXX contacted the attorney and said the payoff was rejected but would not state why. I called XXXX multiple times that week, spending upwards of 10 hours cumulative on hold, asking for supervisors, trying to get answers to resolve the matter. I was told three different reasons why the payoff was rejected : 1 ) was not exact amount/too much 2 ) was not exact amount/too short ( by various dollar amounts ) 3 ) was not submitted on time ( despite providing receipt of wire payment with date and time ). We gave XXXX written authorization prior to XX/XX/XXXX to communicate with our attorney indefinitely, yet from XX/XX/XXXX onward they refused to communicate with our attorney. Finally, on XX/XX/XXXX I was able to get everyone on the phone together ( attorney, me and XXXX ) to get a resolution. It took three hours that day alone. On that conference call, XXXX admitted they " made a mistake '', crediting us {$5500.00} for funds our previous mortgage company ( XXXX ) gave them to honor a credit they owed us related to our FHA loan status, that XXXX had held as a " suspense balance '' since they purchased our mortgage from XXXX. As an aside, I do n't see how this is a mistake as it is our credit either way, but XXXX says they have to send the {$5500.00} back to XXXX and we owe them the payoff amount they quoted on XX/XX/XXXX PLUS {$5500.00}. XXXX told us that even though it was their mistake, they will not accept any payoff other than what they now say we owe, which includes late payment fees and additional interest due to the consistent errors from XXXX. They admittedly refuse to honor their first payoff quoted in writing on XX/XX/XXXX. Our funds are still with our attorney and he is ready, willing and able to re-wire the funds necessary to pay off our mortgage loan with XXXX as reflected by the payoff statement good through XX/XX/XXXX as issued on XX/XX/XXXX. XXXX has been harassing me and my husband with debt collection calls while we are at work since XX/XX/XXXX, but yet they refuse to accept the payoff they quoted us. We have enlisted the help of the title insurance company, XXXX XXXX, who sent XXXX a letter on XX/XX/XXXX stating all the above, and giving them 10 days to respond. On the tenth day, XX/XX/XXXX, they responded to XXXX XXXX saying they could not communicate with them about our account because " they were a third party. '' So again, my husband and I filled out the form to allow them to communicate with XXXX XXXX indefinitely. No one has heard anything else from XXXX - neither the attorney nor the title insurance company - on the matter. They do continue to call us to " attempt to collect a debt '' and are very rude and disruptive to both me and my husband while at work. We also received a Notice of Intent to Foreclose, our credit has been negatively effected ( down 100 points in one day ) and XXXX refuses to respond to anyone. Ironically, on their Notice of Intent to Close, it shows where they are crediting us ( rightfully so ) the {$5500.00} and they, in writing, OWE US {$2800.00}. But yet they continue with foreclosure proceedings without any communication to us, our closing attorney, or the title insurance company.