Consumer complaint received 2022-01-26 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: IL

Complaint narrative:
I am writing you today over concerns that Carrrington Mortgage is taking advantage of their customers misfortune during this pandemic to put more money in their pocket. Before the pandemic, I only owed {$5100.00} on a mortgage, now after going through Carrington 's Mortgage Assistance process they assert that I owe them {$15000.00}, and if I don't pay-up soon they're going to foreclose and kick my customer 's family to the curb. 

In early XXXX, shortly after Covid was declared a pandemic, I informed Carrington Mortgage that my business income had been severely impacted by the pandemic. Carrington directed me to submit an application for a loan modification through their Mortgage Assistance program. I was assured all collections would be put on hold until my application was reviewed and they proposed a solution.

Yet it later came to light that Carrington Mortgage already knew at that time that I would not qualify for their program, a fact they failed to disclose until after they had already dragged out the Mortgage Assistance process for nearly a year, tacking on additional fees every step of the way. This was just the first act of Carrington Mortgage 's scheme of deceptions and misrepresentations used to lead me on while they locked me in debt : 1. Carrington Mortgage would send numerous notices claiming my application was incomplete and additional documentation was required ; yet these notices made no indication of what documents we're missing and indicated no remedy other than make a lengthy call to their call center.

2. As there was no dedicated loan officer assigned to my loan, I had to speak to Carrington 's call center operators who could provide little information on why my application was incomplete, often requesting that I send documents which they had already received. Upon my inquiry, Carrington 's representatives would sometimes find the documents explaining they had been misplaced in their computer system.

3. On multiple occasions when it appeared I had finally jumped through all the hoops to complete my application, I would receive notice that my application for mortgage assistance had gone stale ( was too long outstanding ) and had been canceled. Upon contacting Carrington representatives, I was informed they do not save any information from canceled applications and I would simply have to start over from scratch. 

4. While Carrington dragged out the loan modification process for nearly a year, they silently accrued fee after fee to tack onto my loan.

Carrington Mortgage acted like they were on my side, were sympathetic, and were seeking a mutual solution to the loss of revenue caused by the pandemic. In actuality, they were just jockeying to put themselves in a prime position to bury me in debt and foreclose on my property right before I had it paid off. I dispute that I even defaulted in the first place, I made so many extra payments pre-pandemic I had the principal balance paid ahead until XXXX, but that didn't stop Carrington from taking advantage of my misfortune during the pandemic. 

I would welcome the opportunity to speak to you in more detail about my story. These deceptive banking practices need to be exposed before more people are taken advantage of during this pandemic by large banks. 


Best Regards, XXXX XXXX

Company response to consumer: Closed with explanation