Consumer complaint received 2025-11-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NV

Complaint narrative:
I logged into the mobile app on XX/XX/XXXX to pull my mortgage statement. After pulling a statement, I realized two days later that it was a tax summary statement. I returned to the mobile app to pull a monthly mortgage statement. Statements were not available for me to pull, the only option the mobile app gave me was to pull a tax summary statement. Therefore, I waited to call the mortgage company to see why I was unable to pull a monthly mortgage statement for the month of XX/XX/XXXX or XX/XX/XXXX. I learned from a representative that they had my address listed as a bad address. It was explained to me that there mustve been some returned mail. I verified that I was still living in my home, I had not changed addresses, and there was nothing wrong with my mailbox. The representative told me that she would update my mailing address as a good address and my statement would be available in a couple of hours to pull from the mobile app. I waited a couple of hours and still was unable to see any mortgage statements. Therefore, I made a return call to Carrington mortgage to inquire about the statements needed. I was told that Carrington would not, and could not reprint my statement request as they did not have that ability to do so, and they could provide me with a payment history. I explained to the representative that I could pull the payment history from the mobile app if I needed it. I explained to her that I needed a mortgage statement and I needed it today. The representative spoke with someone and back office and they told her that they could not do it. The only statement that they could provide me was for the upcoming month which would be the XXXX statement for a payment due on XX/XX/XXXX. I asked for my request to be escalated and acknowledge that I would like to file a complaint because this was unacceptable. After submitting my request for the upcoming statement for XXXX, she transferred me to an escalation team. I spoke with another representative in the escalation team and was advised that Carrington had not sent statements for my account since the month of XX/XX/XXXX. I let her know this was unacceptable. I thought a formal complaint with the representative and told her I not only need it. The statements that were requested, but I need all of my statements. These statements are supposed to be provided to me by law. I went on to explain to her if I forgot my password to pay my mortgage, I would still need to pay my mortgage. It is my responsibility just as well. It is Carringtons responsibility to provide me monthly mortgage statements. I hadnt noticed that I had not received mortgage statements monthly, I assumed that I was set up for paperless, which wasnt a big deal because I knew that I can go to the app to pull whatever statements I need it at any time. To my surprise, this is far from the truth. Carrington mortgage has failed to print statements for my account since XX/XX/XXXX it is now XX/XX/XXXX. I noted to the representative that I was able to pull my tax summary from the mobile app why would they not be generating a monthly statement and offer me tax statements online. This is absolutely absurd, they have violated my rights! I am in the middle of securing another deal when these documents are extremely important in providing in my other affairs. To know that this documents are unavailable ever, is devastating.

Company response to consumer: Closed with explanation