Consumer complaint received 2026-03-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TX

Complaint narrative:
Dear Consumer Financial Protection Bureau, This submission is a follow-up escalation to my existing CFPB complaint regarding Carrington Mortgage Services failure to acknowledge or respond to a Qualified Written Request and Notice of Error submitted under Regulation X. On XX/XX/year>, I sent the servicer a Qualified Written Request ( QWR ) and Notice of Error pursuant to Section 6 of the Real Estate Settlement Procedures Act ( 12 U.S.C. 2605 ( e ) ) and Regulation X ( 12 C.F.R. 1024.35 and 1024.36 ) requesting information and disputing aspects of my loan servicing. On XX/XX/year>, I sent an additional certified written notice requesting : ( a ) A formal foreclosure hold while my dispute is under review ( b ) Recognition of my intent to pursue a voluntary market sale of the property ( c ) Documentation supporting the servicers loss mitigation evaluation Both letters were sent via certified mail and received, and copies of those letters are included with this submission. As of today, the servicer has not provided the required written acknowledgment, nor have they provided a substantive response within the timeframes required under Regulation X. Under 12 C.F.R. 1024.36 ( c ), a mortgage servicer must acknowledge receipt of a Request for Information within XXXX business days, and under 12 C.F.R. 1024.35 ( d ) must investigate and respond to a Notice of Error within the prescribed response period. Instead of responding to my requests, the servicer issued a Loan Modification Agreement dated XX/XX/year>, which attempts to : Capitalize {$22000.00} into the principal balance Increase my monthly payment by {$810.00} This modification was issued without providing the documentation requested to evaluate the accuracy, legality, or affordability of the modification terms. To date, the servicer has failed to provide : ( a ) Written acknowledgment of my XX/XX/year> Qualified Written Request and Notice of Error ( b ) Written acknowledgment of my XX/XX/year> foreclosure hold request and voluntary sale notice ( c ) Confirmation that foreclosure activity is suspended while my dispute is under review ( d ) The VA loss mitigation waterfall analysis used to evaluate my loan ( e ) The internal calculations, underwriting notes, and decision documentation supporting the modification offer ( f ) A complete itemization of the {$22000.00} being capitalized into the new principal balance ( g ) A written explanation of how the proposed modification complies with VA affordability standards, given the significant increase in the monthly payment Without these documents, I can not verify : The accuracy of the account The legality of the capitalized charges Whether the modification complies with federal servicing and VA loss mitigation requirements Requested Resolution I respectfully request that the CFPB require the servicer to : Provide a formal written response to my Qualified Written Request and Notice of Error Produce the complete VA loss mitigation evaluation and waterfall analysis Provide a full accounting of all capitalized fees and charges Confirm whether foreclosure activity is currently suspended Confirm the regulatory and underwriting basis for the modification structure being offered Until the requested documentation is produced, I formally dispute the accuracy and regulatory compliance of the proposed modification. Thank you for your attention to this matter. Sincerely, XXXX XXXX XXXX XXXX : XXXX

Company response to consumer: Closed with explanation