Consumer complaint received 2023-12-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Fees charged
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: VA

Complaint narrative:
My mortgage was transferred from one mortgage company to Carrington Mortgage Services in XXXX of 2023. I was not made aware my mortgage had been or was in the process of being transferred until I went to make a monthly payment to my former servicer, they provided me with the phone number to Carrington Mortgage. 

I called Carrington Mortgage and they advised me to download and set up there mobile app and that I could make payments through the application. They advised it would take some time for all of the information to get processed. I received an email from them on XXXX XXXX Welcoming me to Carrington Mortgage Services. On XX/XX/2023 I received an email from Carrington about my recent transfer. 

I set up automatic payments through the mobile app. From XXXX XXXX up until XXXX XXXX. I received a total of 12 emails from Carrington, from monthly newsletters, an offer for insurance, escrow account analysis, and Holiday Closure Notifications.

By postal mail I only received a escrow account analysis. 

I checked my checking account balance on XXXX XXXX and noticed there was more money in my account than I expected. I attempted to call Carrington but it was XXXX XXXX XXXX  and they were closed. 

I called Carrington on Monday XXXX XXXX and advised my mortgage had been transferred, I had been instructed to download the mobile and I also enrolled in automatic payments but it seemed those payments hadn't come out. 

The first representative I spoke with told me my account was flagged for foreclosure and that I would not be able to make a payment. She said she had to note the account and have management send me a letter totaling the amount that needed to be paid. I asked her why I hadn't received any emails or alerts to the app. She verified my mailing address and my telephone number. She said letters had been sent out but since XXXX people were having difficulty receiving their mail. I told her I had received the escrow analysis. I asked if I could make the payment and she said no because if the amount was incorrect the company would not accept it. I asked for the letter to be emailed to me and she said I would receive it within 3 days. I asked how I could make a complaint and she said I could not and that other than refinancing I would not be able to leave Carrington Mortgage Services. 

I called again on XXXX XXXX the representative I spoke with at this time advised the mortgage was in pre-foreclosure. And she saw the note where I wanted to keep the home. She said the letter would take 10-15 days to be emailed but that it would likely include XXXX 's payment. I asked again if I could just make a payment since it was XX/XX/XXXX and my grace period was until the XXXX. She said I could not and doing so would result in the payment being rejected and the money may become tied up and I may not have it for when I received the letter. I asked her how I could make a complaint and she said that I couldn't. 

I contacted HUD and they advised me that a foreclosure could not be processed before 120 days of late payments. 

I spoke with Carrington on XX/XX/XXXX as I still hadn't received the email. I also told them what HUD had told me and asked to speak with a manager. The manager told me the mortgage was due XXXX, I asked her when did it get transferred to them she said XXXX I asked how then was it late. She told me the house was in active foreclosure and I would need to pay {$15000.00}. She said {$1900.00} was for foreclosure fees. I asked her when did the mortgage go into foreclosure and she told me on XX/XX/XXXX. I asked her how I could make a complaint as this was unethical and she told me she could take my complaint. I told her I had a statement on the mobile app with a statement date of XXXX with an amount due of {$13000.00} to be paid by XXXX. Why was that amount different and she told me it was just a regular statement. I asked her then why couldn't I pay that amount and she said because it was in foreclosure. 

I called HUD again on XX/XX/XXXX and they advised me to call back to Carrington and let them know it was an FHA loan and that regulation prohibits them from foreclosure before 120 days of default. I called back to Carrington and the representative told me that it had been 120 days, I told her it had not and the statement even said the loan was 108 days past due. She told me to call the lawyers handling the foreclosure. She gave me their phone number and I spoke with a paralegal who told me to make the payment to keep the loan from going to foreclosure but to file a complaint with CFPB. 

When I finally received the reinstatement letter it has a total payment due {$13000.00}, no late charges but {$1900.00} in Corporate/Expense Advances.Making the total reinstatement amount {$15000.00}. 

I decided to search the internet about Carrington Mortgage Services because this entire ordeal has been extremely stressful and surreal. I've found they make a habit of these types of practices with consumers. Especially upon Mortgage Transfers.There is a whole XXXX XXXXXXXX XXXX Carrington Mortgage Mortgage XXXX XXXX dedicated to consumers who are having completely unbelievable experiences. 

I think their practices are unethical and predatory. It seems as if they want to foreclose on my home. It also, seemed like they didn't want me to make the payments so they could drag the entire situation out and initiate a money grab or just foreclose on my home and take possession of it.

Company response to consumer: Closed with explanation