Consumer complaint received 2025-02-07 00:00:00
Product: Mortgage — Reverse 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: WI

Complaint narrative:
On XX/XX/XXXX, my XXXX XXXX XXXX father fell and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  That same week, my XXXX XXXX XXXX mother XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX ). They both were sent to a XXXX facility to recover from their injuries. 

They unfortunately had a reverse mortgage serviced by Carrington 's Reverse Mortgage Department. The property in question was sold on XX/XX/XXXX but this company continued to harass me up until the date of the sale. I was threatened with foreclosure, changing the locks on the home and continual phone calls requesting a response to an occupancy survey even though they had it in writing that the home was unoccupied. 

I became the Power of Attorney for both my father and my mother on XX/XX/XXXX as my mothers P.O.A. was already activated and my father was nonresponsive. My father while recovering in a XXXX facility expressed his desire to return home after he recovered with my mother and for awhile we thought that was going to be a possibility. 

On XX/XX/XXXX, I sent an email to docreview at Carrington with a brief explanation of their situation, my contact information, and the necessary Power of Attorney paperwork to have access to their account. On XX/XX/XXXX, I provided further requested documents and a copy of my drivers license. 

On XX/XX/XXXX, I mailed a detailed explanation of my parents condition and their intent to move back to their home once my father recovered. In that correspondence, I noted that I would update them with any changes to their situation. 
Since then, my father has continued to be in and out of the hospital. As you can imagine, my hands were full trying to navigate the medical world and XXXX 

In XXXX, it was determined that both my parents had significant medical needs and would need to be in the rehab/nursing home for the remainder of their lives. I contacted the company to let them know and they asked me to send a " Intent to sell property '' letter confirming this which I did on XX/XX/XXXX and a loan payoff request. Shortly, after this I received XXXX of their robocalls about the occupancy survey which I could not answer because they were no longer occupying the property. I waited to talk to an actual human being and explained how I was unable to answer the survey and how I had sent in all the information they required and I was confused as to why I was continuing to get these phone calls. Also, these phone calls are generated by a computer. They never identify themselves as Carrington and only say the reverse mortgage department and when I first started getting them I thought they were from spammers as they are so badly done. The Carrington representative informed me that because my parents were not moving back to the property they were automatically in default making the payment due immediately and I would have to wait to see if we could get an extension so we could sell the property. 

On XX/XX/XXXX, they sent me a certified letter entitled mortgage due and payable notification action required to prevent foreclosure notice. I was instructed to chose the Listing the property for sale option on the Letter of Intent and to add the sales contract which I provided them. The letter also threatened to foreclose unless I call them every 30 days which I called them most every week to make sure I was in compliance. 

The threat to foreclose on the property was terrifying to me as the house had equity and if they foreclosed we could face a divestment penalty of the foregone equity ( as much as {$80000.00} ) from XXXX. This literally threatened to end the healthcare they both desperately need because we would not have been able to pay for their care. 

As Carrington was so aggressively demanding payment we had little time to get the home ready for sale. In XXXX, we sold the contents of the home but had to have showings almost immediately because of this fear of foreclosure. Carrington continued to call ( even though I was already calling them ) and sending inspectors to the house who would attach messages threating to foreclose because the house was unoccupied even when the realtor 's sign was clearly posted in the front yard. Carrington also added the cost of sending someone to the property to the final payout. While we had an accepted offer XXXX of those inspectors attached a lockout notice requiring me to call the lockout company. When I did the lockout company had no record of the property. When I called Carrington to ask about this the representative told me they do this just to ensure that people are not neglecting the property and they just want to force you to call them so they know you are actually going to the property. 

This company has caused me to lose sleep at night fearing that my parents might not be able to get the care they needed because of their aggressive collection tactics. I brought this to the attention of XXXX of their representatives ( XXXX XXXX and she told me it was the law to make all these calls and threaten to foreclose and that until we pay them they will continue. When I questioned as to the statute of the law she admitted it's not a law but a company policy. 

This company serves the elderly and people who are not financially astute. I can't imagine how these practices affect this population or what would have happened if my parents did not have me to navigate this situation. I don't think consumers should have to suffer the bullying tactics this company applies and I'm not clear why they legally can.

Company response to consumer: Closed with explanation