Consumer complaint received 2016-03-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: IN

Complaint narrative:
XX/XX/XXXX we were contacted by XXXX XXXX a Carrington mortgage loan officer, with a proposal on refinancing our mortgage loan for a lower rate. During this time we were in need of a break financially due to the fact that my hours were being cut short due to it being the slow season at my job ( XXXX ). So we took XXXX XXXX proposal and completed all required documentation for the refinance process. We received a call from him on XXXX XXXX advising that we did not need to make a mortgage payment XX/XX/XXXX because we would be closing on the refinance by the end of the month. His exact words were " Take your wife out to dinner because you do not have to pay your mortgage for the next two months, ( XX/XX/XXXX and XX/XX/2015 ). We were very surprised at how easy the process had been to be refinanced. We waited about a week and began to receive calls form Carrington Mortgage Customer Servcie stating that we need to make a payment. We then contacted XXXX XXXX and he assured us that we would be closing by the end of the month and that we did not need to make a payment. A week rolled by and we had n't heard anything from XXXX XXXX so my wife along with myself began to call XXXX XXXX to try to get some direction as to the next steps in the process. We did not receive a response from him. We called him over 20 times and called the customer service center for updates on the account and kept being told that they could n't give us any information and that only XXXX XXXX or someone in the refinance department could let us know where our file stood. We were lost and the month was almost over. We then contacted and spoke with several supervisors in that dept that were not any help as well. The first week of XXXX XXXX , XXXX contacted us and apologized regarding him not contacting us regarding the refinance because he was on vacation. He claimed that he submitted our file to the processor to have them schedule someone to come out and do the closing but the processor did not complete it. He claimed that he did not want to place the blame on the processor but he did n't want to take the blame for it either. We were distraught. We worked hard to ensure that all of the information requested was turned in and trusted the information that was provided by XXXX XXXX was accurate, When in turn it has hurt us in the long run. We now have negative marks on our credit and now getting collection calls and activity. On top of the issues that we had with XXXX XXXX we were then advised to request modification of the loan to help us get caught back up instead of the customer service dept offering us an option to make payment arrangements. I have faxed and emailed several copies of a complaint letter for the inconveinice that my family has experienced due to the negligence of their internal process. I have yet to get a respone to the fax or email that was sent. I have records of all forms and letters that have been sent to Carrington Mortgage and can send them at your request.

Company response to consumer: Closed with explanation