Consumer complaint received 2026-05-19 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NC

Complaint narrative:
To the Consumer Financial Protection Bureau : I dispute the mortgage servicers claim that this matter has already been resolved or settled. The underlying servicing and escrow issues remain unresolved, and the servicer has failed to provide critical documentation repeatedly requested regarding unauthorized escrow activity and insurance changes connected to my VA-backed mortgage loan. I am the sole signatory and obligor on the promissory Note and escrow repayment obligations associated with this loan. Although another individual signed the Deed of Trust in connection with the property interest, that individual did not sign the Note, did not assume repayment liability, and did not execute the escrow agreement governing the loan repayment and escrow administration. Despite this distinction, the servicer permitted additional homeowners insurance policies to be added to my escrow account, resulting in duplicate and overlapping insurance charges, substantial escrow increases, and conflicts with the existing insurance structure tied to the loan. These actions materially altered the repayment obligations attached to the loan account for which I alone remained financially liable. The servicer has failed and/or refused to provide : * documentation authorizing the additional insurance policies; * copies of the contracts or agreements for the additional policies; * documentation showing who requested or approved the policies; * copies of any servicing authorizations relied upon by the servicer; * records showing the basis for charging the policies to escrow ; * documentation necessary to cancel or correct the prior insurance policy ; * records identifying the authority under which the servicer permitted these escrow changes. The servicers actions also interfered with my ability to maintain compliant homeowners insurance coverage and created underwriting complications involving occupancy classifications associated with the VA-backed loan. I was later informed that my original insurer would not renew coverage unless the property was converted to a rental classification, despite VA occupancy requirements and the existing loan structure. The escrow additions substantially increased my monthly mortgage obligations and created continuing financial harm. I previously submitted a Notice of Error and Request for Information under : * Real Estate Settlement Procedures Act * Regulation X, 12 C.F.R. 1024.35 and 1024.36, yet the servicer has continued to withhold critical records and has attempted to characterize the matter as resolved without fully addressing the underlying servicing errors, escrow disputes, authorization issues, or documentation requests. I request that the CFPB require the servicer to : 1. Produce all records relating to the authorization, placement, and escrow charging of the additional insurance policies ; 2. Produce all servicing notes, communications, and account authorizations related to the escrow changes ; 3. Identify the contractual or legal basis relied upon to permit a non-note-obligated party to alter escrow obligations affecting the repayment account ; 4. Provide a complete escrow accounting reflecting all insurance-related charges and adjustments ; 5. Correct any improper escrow charges or servicing errors ; 6. Provide documentation demonstrating compliance with applicable federal servicing regulations and VA loan servicing requirements. The servicers position that the matter has already been resolved is inaccurate. The requested records and explanations have still not been provided, and the escrow and insurance disputes remain ongoing.

Company response to consumer: Closed with explanation