Consumer complaint received 2024-09-06 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: MD

Complaint narrative:
Our Mortgage was transferred from XXXX XXXX XXXX XXXX ( XXXX XXXX to Carrington Mortgage Services , LLC on XX/XX/XXXX, XXXX we were in Bankruptcy at that time and were scheduled to be discharged on XX/XX/XXXX. We have provided XXXX attachments to support our complaint and requested proof of actions. ( Attachment 1 & 2 ) MORTGAGE COMPLAINTS COMPLAINT # 1 - Several escrow shortage payments have been paid to Carrington Mortgage Services , LLC who have misdirected the used the escrow shortage payments properly. 

On XX/XX/XXXX, and XX/XX/XXXX, we received a court document from XXXX  and from the Bankruptcy trustee - Notice of Mortgage Payment Change of an escrow shortage in the amount of {$2500.00} with the option to pay the shortage. The escrow shortage would change our mortgage from the current {$3400.00} payment to {$3800.00} payment. ( Document attached- see last page of escrow analysis w/option to pay ) ( Attachment 3 ) Historically, we have always paid an escrow shortage directly to former mortgage companies to prevent increase in mortgage payment. 

we made the escrow shortage payment of {$2500.00} on XX/XX/XXXX, to their current mortgage company XXXX to prevent the increase in payment as the US Bankruptcy Court Official Form 410S1, Case no. 18-11483 LSS, filed on XX/XX/XXXX Notice of Mortgage Payment Change indicated. ( Attachment 4 ) we contacted XXXX XXXX XXXX to verify the payment was received in XX/XX/XXXX. XXXX indicated the payment was received but forwarded to Carrington and that our payment would remain the same ( Attachment 5 ).

we received a mortgage payment statement from Carrington Mortgage Servicing indicating their payment was {$3800.00} and due on XX/XX/XXXX. ( Attachment 6 ) we reached out to Carrington to notify them of the court order received and the escrow payment made to XXXX on XX/XX/XXXX, XXXX we also indicated the amount existing in the escrow account with XXXX  of {$2700.00} as of XX/XX/XXXX, had a portion of the escrow shortage she paid and should not be used as a mortgage payment. 

Carrington indicated they would make a note of the payment, conduct their own analysis within 60 days, to continue to pay {$3800.00}, and the analysis would correct the problem. 

We spoke with XXXX in XX/XX/XXXX who instructed us to have Carrington do a reversal of the escrow payments made. We were told by Carrington they could not do so. 

COMPLAINT # 2 On XX/XX/XXXX, we received another escrow analysis from Carrington Mortgage Services LLC indicating another escrow shortage of {$1300.00}, bringing the mortgage to {$3700.00} for XXXX. XXXX, XXXX. ( Attachment 7 ) We made another payment toward the shortage on XX/XX/XXXX, to prevent paying {$3700.00} to be able go back to {$3400.00}. ( Attachment 8 ) The mortgage payment went to {$3700.00}. 

we called Carrington several times asking to rectify the incorrect mortgage payment. One representative told us the payment was {$3500.00} and not {$3700.00}. When we asked why we did not receive anything indicating our mortgage had decreased Carrington stated because you are in Bankruptcy. We asked for Carrington to send us something in writing that the mortgage payment had changed. We never received anything. Our mortgage statements continue to show {$3700.00} as our monthly payment. 

COMPLAINT # 3 In XX/XX/XXXX we changed their Homeowners Insurance from XXXX to XXXX. The new premium insurance was {$4400.00}. we called Carrington and made a payment of the refunded check from XXXX on XX/XX/XXXX, in the amount of {$4400.00}. 
( Attachment 9 ) we received another escrow analysis from Carrington on XX/XX/XXXX, indicating the mortgage would increase to {$4000.00} from an escrow shortage of {$5700.00}. ( Attachment 10 ) We have received a new notice from XXXX on XX/XX/XXXX, of our new premium policy that has decreased from {$4400.00} to {$3300.00}. ( Attachment 11 ) COMPLAINT # 4 we reached out to their banking institution to apply for a Home Equity Loan. Our banking institution indicated Carrington had not reported our mortgage for over a year. 

We have notified Carrington several times since the discharge of our Bankruptcy that we are no longer in Bankruptcy and could provide documentation to Carrington. Carrington told us on numerous occasions that they were working with the Trustee and our paperwork is being processed and would be taken out of bankruptcy after 90 days. We were told this several times since XX/XX/XXXX. Our mortgage has not been reported since we have beeXXXX discharged or from the 90-day time frame which would be XX/XX/XXXX.

Company response to consumer: Closed with explanation