Consumer complaint received 2018-09-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TX

Complaint narrative:
Respected sir! 

Hope you find this in good health. I want to introduce myself, my name is XXXX XXXX. I know that you are familiar with the word corruption, but I dont think you know how much this disease has plagued many families dealing with Carrington Mortgage Services. My father XXXX XXXX XXXX passed away on XX/XX/XXXX. I called the mortgage on this same day to inform them that he passed away. I asked the representative what information do they need for them to speak with me about my fathers house. She proceeded to tell me they needed a death certificate and a letter showing I oversee his estate. When I received both documents I faxed the paperwork on XX/XX/XXXX at XXXX XXXX. I called on XX/XX/XXXX to make sure they received the paperwork. At which time the customer service rep told me, they had and would document the account. I received some paperwork in the mail about the reinstatement of the account. I called XX/XX/XXXX at XXXX XXXX  ( central standard time ) and was forwarded to the lawyer on the case. He told me told me I had until XX/XX/XXXX, before anything was done on the account. Then he preceded to tell me to keep asking for a reinstatement to help give me time to make the payment. I called back on XX/XX/XXXX and asked for another reinstatement to be sent. When I didnt receive the second reinstatement, I called them again on XX/XX/XXXX. On XX/XX/XXXX, Carrington sent a regular monthly statement for the mortgage. 

I mailed a check for XXXX on XX/XX/XXXX at XXXX XXXX. I have a copy of the check that was sent to the mortgage company. Last Friday, XX/XX/XXXX, I wanted to send the mortgage payment to Carrington Mortgage Services for the total amount XXXX which included the XXXX dollars. I called four times to give the reference numbers for each transaction sent. The first call on XX/XX/XXXX was at XXXX XXXX ( central standard time ), in amount of XXXX dollars and that reference number is XXXX. I spoke the loan department to give them the reference number for the XXXX and was told who instructed to me to only pay XXXX. I told him this was the first call of many. The second transaction for XXXX with the reference number of XXXX and it was called in at XXXX XXXX ( central standard time ). The staff was completely non-cooperative with me, even after I sent he paperwork they asked for last XXXX. I called again before my brother and I made the last two payments through XXXX at XXXX XXXX ( central standard time ) and I was instructed by XXXX they can not accept payment over the phone. XXXX also told me, I was not on the account and I told him about the paperwork I faxed on XX/XX/XXXX at XXXX XXXX ( central standard time ), per their request. How can they speak to me about a reinstatement, but can not speak to me about payments being made? The third and fourth transaction was called in at XXXX XXXX ( central standard time ), the third payment was XXXX with a reference number of XXXX. Finally, the fourth payment was for XXXX with the reference number of XXXX. 

XXXX XXXX ( XXXX ), visited the house several times under the false pretenses that no one lived in the house. Which was false. My brother has lived in the house since XX/XX/XXXX. A lawyer called today, XX/XX/XXXX, named XXXX XXXX ( XXXX ), and wanted to give me the residuals of a sale no one knew took place. My dads house was never listed to be sold and we were not made aware that a sale would take place on XX/XX/XXXX. We never received any official documents about the house being foreclosed on, such as certified letter. XXXX XXXX ( XXXX ), came by the house today and told my brother he had to vacate the premises. My brother explained to him that we made the full payment on Friday, XX/XX/XXXX. He was very upset about being mislead about what was going on with the house. I called the mortgage company back after speaking to XXXX XXXX and spoke with XXXX. I explained the situation to him and he instructed me to ask for a conference call if they gave me the run around about what they did with the payment. I called at XXXX XXXX ( central standard time ), I spoke to another customer service rep who informed me that he did not have authority to speak to me because I was not on the account. Of course, they gave me the run around! I told him, XXXX ( XXXX ), told me to include him in a conference call. The rep became irate and screamed because I was not giving in. It was at this point, after several minutes on hold, I was transferred to XXXX another lawyer with Carrington. She told that me the payments were not received on Friday because of the holiday. Friday, XX/XX/XXXX, was not a holiday. Which was a lie!! I have proof of every payment and every call that was made or sent through XXXX on Friday. 

Please investigate the illegal sale of my Fathers house. My father sacrificed and worked hard for his house. It is a terrible injustice what Carrington Mortgage Services did to my family and it makes me wonder how many other families dreams of homeownership have been destroyed. 

XXXX XXXX XX/XX/XXXX

Company response to consumer: Closed with explanation