Consumer complaint received 2025-07-27 00:00:00
Product: Mortgage — VA 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: FL

Complaint narrative:
A year ago and lawyer approached me how he found me I don't know said give him four months he will get me a modification that I've wanted since 2022 that Carrington has lied mislead or denied me the modification. After a year of paying lawyer he just up and drops me in XXXX of this year after collecting XXXX in fees. It was brought to my attention he is part of Carrington legal team. At lender legal. He dropped me in XXXX and immediately notified Carrington and their teams by summons as well as courrier that I am not represented by anyone. In XXXX Carrington assigns a rep to handle my case talked with him mid XXXX in XXXX my congress man through his connections at VA got me Approved for Vasp for my payments to start XX/XX/XXXX. XX/XX/XXXX my rep at Carrington emails me and calls me we talk he said he has a modification that I'll be happy about give him two weeks he did not mention a word about me being approved and have a trial payment XX/XX/XXXX. He asked for two weeks I called back mid XXXX no answers I find out from my congressman reps that I'm approved for Vasp and I should be making payments I call Carrington no answer I call from a different phone number got a hold of someone they then tell me I'm part of a special group pass me to another department. I asked them why not told about Vasp they said they told me told me some address I never heard of before then they said they told my lawyer I said I didn't have one and they knew that I told rep I have copies of service on that he hung up calls me back shortly tells me they had no idea I explain yes y'all assigned a rep he them started taunting me he said yes but we will claim we made a mistake nothing will happen you still want get Vasp and we will still take your house or I'll pay ; more for it he admitted they did not tell me I was approved for Vasp because they don't make money on that and it's up to them. For over three years of talking with people at Carrington and at other places their past employees and their special phone systems and training of their reps that they are actively using AI and public information and court information to target homeowners like me who have filed bankruptcy with high equity for the soil purposes to deliberately mislead and lie to us to do the one thing they focus on and is to strip our equity. Despite years of attempts to work with them to ask for information I have greatly been ignored or misled. I have talked with past employees and current. XXXX XXXX talked with a attorney who help defend their program who said he is unable to testify do to client lawyer privileges but he did tell me he left them because they only care about the hedge fund clients and they are morally unjust. Each complaint I've made they have used a statement that is preplanned made up and full of lies. They are using a crisis manager to make those statements to protect their equity stripping program

Company response to consumer: Closed with explanation