Consumer complaint received 2025-11-04 00:00:00
Product: Mortgage — VA mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TX

Complaint narrative:
Dear CFPB Representative, I am filing this complaint against Carrington Mortgage Services , LLC regarding inaccurate credit reporting and mishandling of my automatic payment enrollment, which has resulted in a false XXXX late payment being reported to the credit bureaus. 
On XX/XX/year>, I enrolled in Carringtons AutoPay program and received a confirmation letter on XX/XX/year>, expecting the automatic drafts to begin with my XX/XX/year> payment. However, Carrington did not initiate my XXXX  AutoPay draft until XX/XX/year>, XXXX full month later. This delay was not disclosed to me in the enrollment process or I did not see it. The letter I received from Carrington and In fine print ( Which I did not see till XXXX ) it said XX/XX/year>. Why is this date in fine print if it extremely important for me to know the date. I assumed that the money would be drafted on XX/XX/year>. I will attach the letter. 
Because of Carringtons internal processing delay, my XXXX payment was never drafted on time, even though I had already authorized automatic payments well in advance. Once XXXX began, Carrington drafted payments on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/year>, each covering the preceding months payment. Despite this, Carrington reported a XXXX delinquency to all major credit bureaus ( XXXX XXXX XXXX, and XXXX ). I received a notice from Credit Karma in XXXX that I was delinquent for XXXX  days and the next day I called XXXXarrington and paid the remaining balance. I have longed into my Carrington app and not XXXX  did it show that I was delinquent. As soon as I was aware of the mistake I made sure I paid it. I have never been late to pay my mortgage. 
Adding to this issue, my property is located in an area that was declared a Presidentially Declared Major Disaster Area ( PDMDA ) from XX/XX/XXXX to XX/XX/year>. Carringtons own letter ( dated XX/XX/year> ) confirms that they suspended credit reporting and late fees during this time to protect affected borrowers. Therefore, the XXXX delinquency reported for this same period directly contradicts Carringtons stated policy and federal disaster protection guidelines. 
I submitted a formal dispute directly to Carrington explaining these facts, but their written response ( enclosed ) stated that their reporting was accurate and that no corrections would be made. I strongly disagree with this determination. The delinquency resulted from Carringtons delay and miscommunication, not borrower negligence, and I should not be penalized for their internal timing or system limitations. 
I am requesting that the CFPB investigate Carringtons handling of my account and their credit reporting practices, and that the inaccurate delinquency be removed from my credit reports. 
Enclosed are copies of : My AutoPay enrollment confirmation ( XX/XX/year> ) Carringtons XX/XX/year> response letter Payment history showing AutoPay drafts beginning XX/XX/year> A screenshot from Credit Karma showing the XXXX late notation Thank you for your attention to this matter. I trust that the CFPB will ensure Carrington corrects this reporting error and that my credit is restored to reflect accurate payment history.

Company response to consumer: Closed with explanation