Consumer complaint received 2018-10-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: MO

Complaint narrative:
I received a Loan Modification approval letter from XXXX dated XX/XX/XXXX. The information included in this letter showed a new principal balance of XXXX at 3 % interest and payments of XXXX. ( There was also a clause in Summary under Borrower Incentive that stated that If you make your monthly mortgage payments on time, you will earn a one-time principal reduction in the amount of {$5000.00} payable on the 6th anniversary of the month in which the trial period plan is executed. ) I was making timely mortgage payments and thought all was going well. 

Then, on XX/XX/XXXX, I received a Notice of Servicing Transfer from Carrington Mortgage Services , LLC in XXXX, IN. This letter was dated XX/XX/XXXX but I didnt receive it until XX/XX/XXXX!! There was no postmark on the envelope. This letter indicated that I should make my payments due on or after XX/XX/XXXX to them at a XXXX, AZ PO Box address. 

I was diagnosed with XXXX XXXX on XX/XX/XXXX. From XXXX, XXXX through XXXX, XXXX, I had multiple XXXX and was treated with XXXX to treat my XXXX. While I was undergoing treatment, I was unable to work full time and my income was drastically reduced. I made several payments to Carrington Mortgage that were at least {$100.00} more than the minimum amount because I was unable to make a payment every month. 

I contacted Carrington Mortgage by phone several times from XXXX, XXXX through XXXX, XXXX requesting access to their website or a mailed statement to determine the status of my account. I was given a number of reasons why I wasnt able to access my account on their website, including that their records showed that I was in bankruptcy and they couldnt provide the requested information. My husband and I did file bankruptcy several years ago but it was discharged in XXXX, XXXX. I was promised that I would receive a mailed statement but have yet to receive one as of this date.

The last payment I sent to Carrington was dated XX/XX/XXXX for {$700.00}. HOWEVER, this payment was returned to my bank on XX/XX/XXXX. 

I contacted Carrington by phone several times to try to make arrangements for some kind of assistance. I was told that I could go to their website and download the necessary paper work and they would refer my case to the proper department. When I visited their website, I was unable to get the information I needed. 

I received a Notice of Intent to Foreclose dated XX/XX/XXXX. I immediately called but was unable to reach them as their business hours did not include any that were convenient for me. When I finally reached someone, I was told where on their website to download the necessary forms to apply for mortgage assistance. 

I emailed the Request for Mortgage Assistance and the required documentation on XX/XX/XXXX. 

I received a notice dated XX/XX/XXXX that my application was incomplete, asking for additional documentation. I promptly emailed the requested documentation. I received a notice dated XX/XX/XXXX stating Your Application is Complete. 

Then, I received an Additional Documentation Required notice dated XX/XX/XXXX! I emailed this documentation on XX/XX/XXXX. 

I received a Loss Mitigation Evaluation Notice dated XX/XX/XXXX that stated that I was ineligible for anything except Home Liquidation. I sent an appeal to Carrington on XX/XX/XXXX because they misstated my income in their evaluation notice. 

I then received a Formal Appeal Notification dated XX/XX/XXXX that my request has been denied. When I called to determine the reason why, I was transferred to 3 different people. The only thing I determined was that I needed to come up with {$5400.00} to bring the account current and that a repayment schedule was not acceptable. 

In todays mail is a Notice of Intent to Foreclose dated XX/XX/XXXX. 

At this point, I dont know what to do!! I have applied and was denied mortgage assistance, modification, forbearance or ANY type of repayment plan. 

I do NOT want to lose my home. AND, I would like to work out some kind of repayment plan with Carrington Mortgage in order to continue to live in my home.

Company response to consumer: Closed with explanation