Consumer complaint received 2024-02-19 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: AR

Complaint narrative:
Carrington Mortgage purchased my loan from XXXX XXXX at the beginning of XXXX, XXXX. I received notice from XXXX XXXX that my loan was sold and that I would receive something from new company on where to make my payments. I received a statement from Carrington showing I owed for XX/XX/XXXX. I contacted Carrington because I knew I had not paid by XXXX pymt. I spoke with customer service and was told I only owed for XXXX. I asked about XXXX payment and they asked if it was paid to XXXX XXXX and I stated it was not. I was told I only owed XXXX and that basically it was my lucky day. I paid XXXX, XXXX and XXXX payments. On XX/XX/XXXX, I received a message from Carrington that I needed to contact them about a personal matter. I immediately called and was told the numbers that came over from XXXX XXXX were incorrect and that I did in fact owe an XXXX payment. They had adjusted my account accordingly and were giving me until XX/XX/XXXX to get caught up on my payments before they started reporting to credit bureau and charging late fees. I quickly explained this was not my fault and that I contacted them about this back in XXXX and was told I did not owe. Now they want to collect and are only giving me 2 months to catch up on XXXX payment they said I did not owe? The lady I spoke with then proceeds to tell me that if I can't pay she can send me over to their retention department to discuss a refinance. I told her NO! I have a XXXX XXXX  interest rate and you want me to refinance to pay a payment you said I did not owe??? After stewing on this for a few days I called back on XXXX. I spoke with a gentlemen and expressed my concerns that a mistake was made on someone's end ( not mine ) and now they are only allowing me 2 months to fix something I did not cause. I told him that refinancing was not an option because there was no way I was giving up my 3.75 % and he understood. He couldn't believe someone actually suggested that to me. He then told me that if I was unable to pay by the end of XXXX I could write a dispute letter and try to get more time. I felt a little better after that call but still feel like this whole situation is more of a scam to get me to refinance so they can get the higher rate. Fast forward to XX/XX/XXXX, when I came home to a NOTICE OF INTENT TO FORECLOSE from Carrington. Letter stated that loan was in default and that I had not made my XX/XX/XXXX payment. I was livid. I made my payments. THEY are the ones that took that payment and applied it elsewhere. I immediately called. After going over the story one more time ( because every time I call they act like they are not aware of what happened ), lady puts me on hold and comes back to tell me that what I have been told in the past is correct and that I do have til XX/XX/XXXX to get this resolved. She said the foreclosure letter went out because of automation and that I can just ignore. Problem is, I no longer trust what I am being told. So, I asked this lady for a letter stating that a mistake was made when they purchased my loan and that they are giving me til XX/XX/XXXX to make the extra payment and that no late charges or negative reporting will be done. I also wanted something stating that the foreclosure letter was sent out in error and that my account is not in any danger of being foreclosed on. I was told they could not send me a letter but I could send in a written dispute to their research team. I explained to her that I did not feel I should have to fax in a written dispute in order to get some sort of response in writing from them. Why can't they send me a letter explaining this and what they are offering to remedy the error? I am feeling very uneasy with this company. I do not trust them. I have read lots of horror stories regarding Carrington and the things they have done to people. Several people stated they tell you one thing and do another and I am starting to experience the same thing. Something needs to be done. They keep telling me calls are recorded. I have asked them to review my call with them from XXXX wherein I was told I only owed Carrington for XXXX payment and they refuse to do this. I called back today to see about speaking to a supervisor and was transferred to escalation and once again they told me that I needed to send in a written dispute. They just want to put the work on me and I find that fishy. A mistake was made on their end and they have admitted to me a couple of times that they were not aware the numbers they received from XXXX XXXX were incorrect. Why can't they put that in writing to me? What are they hiding? Also, I was able to pull my last statement from XXXX XXXX and my first statement from Carrington and the numbers are correct. So, how did the numbers come over incorrectly? None of this makes sense. The time I have had to put into this is ridiculous. Carrington needs to be reimbursing me for the time I have spent on the phone with them and having to go to post office to pick up a certified letter ( foreclosure notice ) that was accidentally sent.

Company response to consumer: Closed with explanation