Consumer complaint received 2024-02-26 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: NJ

Complaint narrative:
On XX/XX/XXXX of XXXX I was laid off from my employer and was able to make regular mortgage payments including XX/XX/XXXX payment. In XXXX of XXXX I had applied for unemployment forbearance because I had not yet been able to find employment. 
I called Carrington back after a few weeks and the agent advised me that the claim had not been entered correctly and a new claim had to be filed. Although I was distraught over the misfiling of the claim, I had agreed that Carrington would reinitiate the claim and I had told them that I could provide any documentation needed in order to provide proof that I was in need of an unemployment forbearance. I was told to call back and check on the status of this request in one week which I did. The representative told me that the claim was still in process, and I was to call back in 2 weeks. I called in 2 weeks and they told me that it was still in review, and they had advised me to call back every few weeks to check on the status of the forbearance and that it was uncommon that an unemployment forbearance would be denied additionally I was told that no documentation was needed. 

Today XX/XX/XXXX I received numerous certified letters stating a notice of default and intent to foreclose. I called Carrington today and they said the claim was canceled and reinitiated on the XX/XX/XXXX and it usually takes 30 days for the underwriters to complete the request. The reason I am writing this complaint is because. I was told through phone conversations that I should keep calling back every few weeks to check on the status of the claim. Delays and misprocessing of my request for unemployment have now put me in a position where my options are very limited. 

In closing I would like to say that I had made every effort to resolve this issue and from the beginning of our conversations I had advised Carrington Mortgage that I would have to sell the property if unemployment forbearance was not possible and that they would lose the ability to service the loan. As time goes on each day makes it more difficult to recover from this situation any further delays or mis handling of this request will indeed put my family in great jeopardy of losing our home and equity. 

As a final note to this complaint Approximately 2 years ago Carrington mortgage took over this loan from another lender XXXX XXXX XXXX at which point I was in process of negotiating a home equity line of credit to make home improvements and consolidate debt. The negotiations were difficult where rocket mortgage had offered me a 5 percent fixed rate. Further negotiations with Carrington continue and they were able to offer favorable terms but not without errors in documentation or calculations regarding DTI. I again spoke with Carrington after calculating DTI myself and told them that it was not correct at which point the representative laughed and said it was an error on their part. The new terms that were discussed after DTI issues were resolved were favorable and I had agreed to allow Carrington to service the loan however when the notary arrived, and documents were under review the terms were not as described and the monthly payments were approximately XXXX dollars higher than negotiated. I along with the notary called Carrington at which point they told me that the closing was rushed and that the documents provided were the prior documents and they did not revise them for the closing. Moving forward my mortgage payments through the payment portal were as negotiated and regular payments were made. Although the agreement terms have been honored documentation was not provided that detailed the exact terms as discussed. I did not file complaint at that time because the mortgage payments were as described in the conversation with the loan officers. 

Overall, This complaint is related to mis management of loan negotiations including but not limited to incorrect DTI calculations and delays in forbearance processing. Time is essential as well as valuable and I do not appreciate delays, mis-filings or miscalculations in, my dealings with this company.

Company response to consumer: Closed with explanation