Consumer complaint received 2024-02-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TX

Complaint narrative:
I'm getting what I think are scam emails supposedly coming from my mortgage company, Carrington Mortgage ( these are not my original lenders. My mortgage was sold to them which I wasn't happy about but had no choice in ). 

I have contacted Carringtons Mortgage about them and was told that my mortgage is up to date and they can see I always pay it ( sometimes late but always paid ). During the Covid pandemic I had forbearance and amended my loan to extend it 3 months at the end of the original loan period, but otherwise I've always paid. 

The emails say my home will go to foreclosure if I don't pay. How it's behind and I need to get it up to date etc and then today I got one that said it was the final notice and I have to vacate the premises today and my house will be put up for auction XX/XX/XXXX to be sold. The wording in the email is questionable and I'm sure it's a scam but I continue to receive them and Carrington don't appear to have done anything to stop these emails. I asked Carrington if there was a dept that dealt with scammers etc that I could forward the emails to but was told there wasn't anything like that and just ignore the emails. Had it been one or two then that's easy enough to ignore but to continue to get them and each one more threatening about losing my house, it's difficult and causing my husband a lot of stress. He is mentally ill and this is added stress. I can mark it as SPAM in my email but I want to know what Carrington Mortgage are doing about scammers using their name and logo and pretending to be them. As a current customer, I've not seen any email about being aware of the scammers or advising people to report them etc. Are they doing anything at all to fix this issue? Should I just mark them as SPAM every time I get one? 

The email address they are coming from is Carrington Mortgage Services XXXX The emails always use Carrington 's logo and today 's email suggested there is a case worker called XXXX XXXX. There is a number but it isn't Carringtons number according to them ( I haven't called it. I asked when I called the Carrington number I have on file and they told me it's not their number ). I will copy and paste the email below so you can see exactly what I'm receiving, thank you Subject : Legal notice : Sale date declaration Property - *address deleted to avoid personal info being included as stated above this email box*. 

Urgent! After several attempts we were unable to reach you regarding past due balance of your mortgage loan account. So hereby, this is to inform as according to legal terms this is a final reminder on date XX/XX/2024 to vacate property before sale date. 

We have been through your track records, and you seem to be a genuine person. So we are giving you a final chance to resolve this issue and keep your property. If we still fail to receive any communication and payment from your end, we will have no choice rather than auction your property on above date. 

According to records of your mortgage loan account, a Auction sale date has been recorded and scheduled for XX/XX/2024 on the property located at *address deleted*. Your current mortgage is at risk. As direct lenders, we offer 1st and 2nd position loans, where you can keep low-interest rate in place. After having assessed your property and current loan and due to the high market and higher equity in your property you are eligible for a new private loan that will help you get current and out of foreclosure. We are also able to prevent your home from going to auction by stopping all sale dates. No appraisal is needed, no credit and income verification is required, and past due payments and notes of default are acceptable cash out will be available. This will be our final attempt to contact you. 

A case manager is assigned for you. Case manager is XXXX XXXX. 

Call immediately for assistance in regards to the subject property at XXXX. 

Good Luck!

Company response to consumer: Closed with explanation