Consumer complaint received 2025-07-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: CARRINGTON MORTGAGE SERVICES, LLC

Complaint narrative:
TO : DFPI TO : OCC TO : CFPB FROM : CONSUMER XXXX XXXX XXXX XXXX XXXX XXXX ) RE : CARRINGTON MORTGAGE COMPANY POLICY AND PRACTICES. 
ACCOUNT # XXXX AND CONVERSATIONS WITH REP ON XXXX & XXXX XXXX. 

XX/XX/XXXX Thank you for receiving this complaint against the said company above. My name is XXXX XXXX and I am the sister and the beneficiary of this account of which XXXX XXXX XXXX is my mother and my XXXX sister, XXXX XXXX lives in the home, that this mortgage carries. 
Since the XXXX this account has been on auto pay. Since CARRINGTON has had the account we have been on auto pay. My sisters SSI pays this mortgage. On XX/XX/XXXX in speaking to a rep.regarding a past due month, I was advised that a additional payment {$250.00} could be drafted by my bank, monthly until XXXX ; making up the month owed. It was agreed by me and the regular auto payment of $ XXXX continue, which XXXX was the next payment. However in XX/XX/XXXX due to a emergency of which monies had to be allocated from the SSI payment would cause the disruption of the XXXX payment of {$750.00} ; I spoke with a rep on that date to alert of our financial default. The rep from CARRINGTON, directed me to alert my bank and then the XXXX payment would resume as scheduled. Nor me or the rep spoke on the {$250.00} payments. Come XXXX I noted no payment was taken from CARRINGTON and I called XX/XX/XXXX, spoke to a rep and after a hour I spoke to XXXX in Esculations. First, It was found per XXXX that the arrangement of the {$250.00} was a ERROR per CARRINGTON and not only could that resolve the missing month payment ; but was SET UP INCORRECTLY and the monies would of went to INTEREST AND NOT THE MISSING PAYMENT. As well I was informed that the XXXX payment I was holding, I could not make! I would have to make two payments in XXXX. 
All of this was based on the auto payments that did not occur per my bank and I was being penalized because of it. 
Whereas, even though, CARRINGTON did note that the XXXX call did occur, they are not honoring it now. Even though, the {$250.00} bounced payment, set up by the rep on XX/XX/XXXX per CARRINGTON, was not their policy and would of been sent to Interest, instead of the missed payment ; which was CARRINGTONs ERROR & THE REP ; they are not honoring that either. So as if I never acknowledged to CARRINGTON my financial hardship, they are not taking my XXXX PAYMENT OF {$750.00}! 
Would they take the payment of XXXX and resume the auto payments continuing on in XXXX, I would only have one month to make up. 
I am contending that CARRINGTON is not fair in their decision and this account not only be cleared of fees, but the XXXX payment taken and the auto resumed. I too would like an investigation into CARRINGTON PRACTICES AND THIS ACCOUNT WHICH HAS HAD THIS BALANCE OF UNDER {$45000.00} FOR YEARS, EVEN AFTER CONSISTANT PAYMENTS. As well as additional payments that was set up years ago, for months missed in the past ; now I resolve these payments had to of gone to interest, regarding rep XXXX statement. 
Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX ( if calling please have number addressed to business and leave a extension and a named individual ) thank you I get a lot of robo calls. 

Cc : DOGE

Company response to consumer: Closed with explanation