Consumer complaint received 2023-11-07 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: WA

Complaint narrative:
XX/XX/XXXX CARRINGTON MORTGAGE  XXXX XXXX XXXX XXXX, XXXX  XXXX & XXXX, XXXXXXXX XXXX XXXX To whom it may concern, I am writing this letter regarding loan # XXXX and my experience with Carrington Mortgage. I have been trying to work with Carrington Mortgage for 3 years to get a loan modification to keep my house. The process has been more than difficult but I have gotten help from XXXX XXXX XXXX and my representative there, XXXX XXXX. With her help I was able to get a HAF grant for {$60000.00}. At the time I was given this grant it would have very nearly paid off all the past due payments. I was told everything was good to go and that I had been approved for a modification and I would have a 3 month trial and I would be called within a couple of weeks with the final details for payments etc. That would have been XXXX of XXXX. Despite the funds ready to go, and all paperwork in order Carrington stopped responding to email inquiries, stopped returning phone calls, and then I was told everything was outdated and needed to be submitted again. I complied immediately and the application was faxed XX/XX/XXXX and confirmed received. On XX/XX/XXXX My ex husbands financials were requested and those were sent XX/XX/XXXX. Mine and my ex husbands financials and modification applications were requested XXXX more times between XXXX and XX/XX/XXXX. My financials alone have been requested an additional 3 times from XX/XX/XXXX to present. I complied and sent everything in quickly. 
XXXX of XXXX I was told I was denied for the modification, but the {$60000.00} HAF grant was not applied to the past due payments, so we have had to contact and escalate this issue with several different Carrington representatives. Again I was told to send in more repeated documents because mine had expired, I did comply yet again, however the letter I received from Carrington in the mail said that the papers were not good after 3 months, the last papers I had sent in had been sent just 2 months before. Carrington also said that the HAF funds needed to be released to them and then they would calculate the new terms and contact me. The funds were released to Carrington on XX/XX/XXXX and since then I have been given the run around by several Carrington representatives. Here is a glimpse of what has gone on since Carrington has received those funds- XXXX I received a phone call from XXXX saying XXXX had to submit my entire application packet again. She also advised me that I owed {$90000.00} after the grant and wanted to know how I will pay that. 
XX/XX/XXXX ( VIA XXXX XXXX my HUD representative ) I spoke to XXXX at Carrington today. He stated there are notes as of yesterday that they are processing the {$60000.00} grant and the file will be reviewed in Loss Mitigation. He stated there are notes regarding need for a new Mortgage Assistance Application ( MAA ) but after I explained the situation of submitting multiple MAA packets for a year, he will escalate this. There is a new relationship manager, Wheny ( sp? ). He stated to expect an email from her by Friday, XXXX with an update. 
XX/XX/XXXX XXXX emailed XXXX and myself telling us both that I needed to submit a full application packet again and to do it via the portal. 
XX/XX/XXXX ( via XXXX XXXX my HUD representative ) I have escalated this file many times over the last year, as we have submitted the Mortgage Assistance package many times. We understand that the initial hold up was to establish successor-in-interest but this file has been approved for the WA HAF grant with loan modification since XXXX XXXX. XXXX XXXX has submitted documents every time Carrington has asked for updates or clarification. The last set of documents submitted in XXXX resulted in a denial for loss mitigation but did not take into account the WA HAF grant of {$60000.00}, which resulted in yet another escalation.

Carrington advised WA HAF that they would calculate the modification numbers after the {$60000.00} grant was issued, which occurred on XX/XX/XXXX. We are now wondering why Carrington is again asking for a new Mortgage Assistance application at this time. 


XX/XX/XXXX A follow up email was sent to XXXX by XXXX XXXX asking for an update, no response noted. 
XXXX I attempted for the 5th time to submit the papers requested via the portal and the portal kept saying error and then portal locked I emailed wheny explaining this and letting her know I sent them via the email. No response from XXXX. 
XXXX ( via XXXX XXXX HUD representative ) I spoke to XXXX at Carrington MS today. He stated XXXX is on vacation this week and will be back on Monday. He is sending an email to her to review your file, as they did note the docs uploaded as of XX/XX/XXXX. However, the document reviewer is asking for XXXX Mortgage  Assistance Application and supporting documents again. I stated that should not be the case, as you had already passed the Successor-in-interest requirements and his information is no longer needed. 
He also confirmed they received the HAF grant funds on XX/XX/XXXX in the amount of {$60000.00}. 
XXXX I emailed XXXX asking for an update as it had been XXXX weeks since we had heard anything. No response. 
XXXX ( via XXXX XXXX HUD representative ) I have escalated this file to XXXX XXXX in the escalations team and XXXX XXXX in the HAF department at Carrington . 
XX/XX/XXXX XXXX Carrington representative responded and said he was not sure why no one was getting back to us, possibly due to a modification being unlikely and no one wanting to tell us he also advised us to file a complaint with Carrington.

I can provide exact dates for all emails and phone calls to Carrington that myself or XXXX has made on my behalf. We are getting the run around and the payments are still wracking up which will eventually make it impossible for me to retain my home even with the grant. Please also be aware that the WAF grant funds are only to be used if the modification is approved. Currently Carrington has taken the grant funds and not provided a modification which is illegal.

I am making a formal complaint with this letter and I am requesting this issue to be looked into and handled appropriately in a timely fashion. 


Thank you, XXXX XXXX

Company response to consumer: Closed with explanation