Consumer complaint received 2021-03-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: LA

Complaint narrative:
I live in XXXX XXXX, LA but I own a home in XXXX that was damaged by both Hurricanes Laura and Delta. I filed a claim with my insurance company and have accepted their offers as satisfactory. I have already completed 90 % of the repairs. The only repairs I have left to make are replacing the inside and outside air conditioner units. I received my final claim check and have sent it to my mortgage company, Carrington Mortgage Services, to be endorsed. They are dragging their heels on sending me any disbursements. I passed their inspection for 90 % completion and sent them the documentation they wanted. Each time I send them documentation, in 5 days they request more documents. They are supposed to send me 50 % of the claim check to start but since I have passed the 90 % inspection, I am entitled to 90 %. Instead, they are talking about only sending me the money for the ac repairs. They also do not return phone calls or emails, despite claiming that they will within 24-48 hours. I have to keep calling until/if someone answers, only to be told, again, to leave a message and the person who is in charge of my account will call me back in 24-48 hours. I have been calling daily since XX/XX/21 and have left numerous messages but as of yet have not received a callback. 
In addition, due to being out of work ( first because of the pandemic and now the hurricanes ), I am on a forbearance plan for my mortgage. It allows me to temporarily not make payments without incurring late fees or negative credit reporting. They have told me f there is any additional funding left from the repairs that they may apply it to any fees or to my mortgage. I am faced with the real possibility of never being able to finish repairing my home and losing all my savings, because I, in good faith, made the repairs with money from my savings, expecting to have no issues getting this check endorsed and returned to me. 
I know I am not the only XXXX XXXX stuck in these circumstances. I have spoken to many residents of XXXX Parish who are now also stuck battling with their mortgage company, after finally winning the long battle with the insurance company. And what recourse do we have? I have tried reaching out to the Louisiana Department of Insurance for help but was told that they unfortunately can not help me, as they do not have the jurisdiction or authority not have the jurisdiction or authority to contest a mortgage company. I have also tried filing a complaint with the XXXX  XXXX XXXX XXXX XXXX but was told they may not be able to help me, as it is a servicing matter and not something actually concerning the mortgage. do not know where to turn or what to do. I believe there should be laws or a governing body to regulate this, but unfortunately, it seems to fall into the cracks. It's an insurance matter with a mortgage company. 
I am at an utter loss. After 6 long months of fighting with my insurance company, I now have to begin all over again with my mortgage company. I am devastated, exhausted and frustrated beyond all belief. How can there be no one to turn to, short of filing a lawsuit with money I do not have?

Company response to consumer: Closed with explanation