Consumer complaint received 2024-11-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Loan estimate or other related disclosures
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: GA

Complaint narrative:
On Tuesday, XX/XX/XXXXXXXX I received an email from my loan officer requesting a call to discuss the loan. Prior to our call, the loan officer and underwriting assured me the loan was progressing to a closing date in XXXX, and there were a couple of items on the title requiring clarification. Once those items were clarified, we were only waiting on employment verification to come back. On Tuesday XXXX, XXXX XXXX, loan officer, informed me there was bad news about the loan.She informed me that the three accessory dwelling units on our property will prohibit Carrington from proceeding with the loan, due to XXXX XXXX XXXX guidelines . Prior to XX/XX/XXXX, no one from Carrington mentioned anything about XXXX XXXX and furthermore, the loan officer and the underwriters knew there were three ADU 's on the property from the very beginning of the loan process in XX/XX/XXXX. They both commented about how beautiful they were and wanted to know if they could visit at some point in the future. Over the course of several weeks, before and after the appraisal was done, Carrington failed to inform us of any issues with the ADU 's causing a delay or a possible cancellation of our loan. After speaking with XXXX, I asked to speak with her supervisor. XXXX XXXX called that afternoon to reiterate the same issue with XXXX XXXX During our call, I asked for this to be sent in writing. He assured me it would be sent. He asked how he could make it right, and admitted that this was not due to XXXX 's ignorance, but rather negligence on her part and the part of everyone involved in the loan process. I informed him that he and his team caused severe damage to our family, our plans to begin surrogacy and the countless delays. He agreed that it is Carrington 's fault and accepted responsibility. I am requesting the decision to be detailed and provided to me in writing via email. I have called multiple times today, XX/XX/XXXX, and I've spoken to the Advocacy department, attempted to reach both XXXX and XXXX via phone and email, and our calls and emails have gone ignored. We need a formal explanation and the correct XXXX XXXX guideline cited in their response. As of today, the loan still shows in progress and the title company is still providing updates and requesting information. This experience has been stressful, painful and unprofessional. The lack of transparency and intentionally withholding information about this issue is grounds for legal action.Additionally, the appraisal initiated by Carrington Mortgage is inaccurate and devalues our home by approximately $ XXXX. The issue was brought to XXXX XXXX 's attention, along with supporting documentation from our architect stating the correct square footage of the home. XXXX told me the value on the appraisal was not negatively impacting the loan and encouraged us to file a complaint after closing with Carrington and/or the appraiser. We have received an appraisal separate from Carrington and it confirms the inaccuracies previously stated. I expect a prompt, detailed response immediately from Carrington Mortgage company.

Company response to consumer: Closed with explanation