Consumer complaint received 2023-06-29 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NY

Complaint narrative:
Misunderstanding, updates to training and programs and so much happen during catestrophic times. 

Today XXXX a senior resolution specialist confimed on a recorded line that Carrington does waive late fees without need of a forebarance and that they do consider home owner assitance without being 30 days behind. 

I have been told for past 8 months that I am not allowed a forebarance because I signed up for one over interenet because of customer service agent directing me to an online form to sign for late fee removal. I advised I didn't need forebarance help and would make payments each month but they said this is how late fees are removed and who am I to question that and despite not reading teh form as I filled out in good faith thinking this is company policy on late fees. Which it wasn't and consequences of having a forebarance on your name despite never using it and always is detrimental as I have been told taht time counts against you and XXXX  in future when you need help it will not be considered if the 2 years of fore then 3-6 month of modification have been used up. I did not use that and alwasy made my payments when I said I would. NOw they have hurt my and treated me like a money sign getting funds from FHA to even recoup late fees when I could've paid that at end of my mortage at worst case, no one would use up help time for a late fee when there is a limit, that is dumb and unwise and no mortage holder with on time payment for over 11 years would consider that. 

THEy have acknowledged and seen that I neither needed nor used a forebarance and was honest and forthright at all times and despite no one has done the right thing to help in anyway and would subject me to go 30 days late and ruin my chances of getting work as a XXXX XXXX at banks I apply to. I have explained myself for months sent in letters and put in all the time and good faith effort to resolve this amicably and ethically. 

BUt to me its clear they fraudulently made me sign a form that I had no buisenss signing as I clearly said I don ; t need that and still suggested and advised as taht was norm. Living in a time where you can possible loose your life and get sick in COVID and also loose your job any day and so much XXXX and stress and mental anguis with a XXXX XXXX XXXX, its common to take customer service advise and call in for help and do what they say. IN finances everyone bhas to act in good faith and they didn't act in good faith with me instead they found the easiest solution for them to keep their funds and contact fha for late fees. Which is heinously unethical and fraudulent for my life and family life. 

please help me understand how resolution specialist and research team would not have come with this solution earlier when clearly I have never wanted to take advantage of anyting but have called in for customer support and service information but have given me such little info almost to do on purpose what in their best interest instead of listening and executing what's in my best interest that will help me then without hindering my rights in future. Instead they acted in their own financial interest to get as much from agencies as possible and took advantadge of fact I never considered I would need help nor even miss a payment or not have my job.

Company response to consumer: Closed with explanation