Consumer complaint received 2021-07-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: CA

Complaint narrative:
XXXX, XXXX XXXX XXXX XXXX contacted me to refinance my home to get a lower interest rate and to lower my monthly mortgage payment. With the recent loss of my husband and Covid which both caused a decrease in my income I thought this would be great for me. I did everything on my part with XXXX XXXX XXXX and Carrington Mortgage ( my original lender for 20yrs ) to get my home refinanced. XXXX XXXX XXXX not only called Carrington Mortgage ( which is noted on my account, XXXX XXXX # XXXX with Carrington Mortgage and also XXXX XXXX # XXXX stated ) and made themselves power of attorney without my consent. They also created an online account for not only myself, but for my deceased husband and changed the mailing and email address on my account so I would not receive any information notifying me that my mortgage was late and not being paid for months! The first month I realized I wasn't receiving statements from Carrington is because I had thought XXXX had took over the loan from Carrington that's why they were requesting monthly payments from me. I did not hear from Carrington for 9 months until my home was in foreclosure with an auction date! I've told Carrington that I've been paying the third party XXXX XXXX XXXX the company that they were aware of me paying that was suppose to refinance my mortgage, I asked what I could do to stop my home for being up for sale. They told me I need to either pay {$25000.00} or fill out a mortgage assistance form. I filled out the form with all the documentation I needed before the deadline and I got denied due to missing one bank statement for XXXX- XXXX for the account that my social security is deposited. The only reason that one document was missing was because my bank had not yet had those statements ready. I did not receive it in the mail yet and when I went to the bank they were not ready, so that was out of my control which I told them, so I had to send it in like that before the deadline. I also spoke with a representative when I finally was able to get those bank statements and I was told after I sent it over that my account was closed and my house was sold. The only thing that saved my home from that auction was that I filed for bankruptcy that morning before the sale was made. Since then Carrington and XXXX XXXX have both been giving me the run around! I've had my granddaughter help me fill out another Mortgage Assistant Form with all the documentation needed by fax and email and they are still saying they did not receive it and now I have another sale date for XX/XX/XXXX. This is not right at all! I can't believe I've been scammed from not only XXXX XXXX but Also from Carrington Mortgage after Ive been loyal and paying them on time for the past 20 years!! It is very unlike me to not pay my mortgage XXXX amnestying always on top of my bills so why after 20 years wouldn't Carrington contact me directly instead of sending my information to the third party that they knew were not paying them.

Company response to consumer: Closed with explanation