Consumer complaint received 2024-04-23 00:00:00
Product: Mortgage — Reverse mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TN

Complaint narrative:
XXXX XX/XX/XXXX from Me to Reverse Department - Spoken with your company and per your phone representative I am to provide a " Letter of Testamentary, Death Certificates, Letter of Intent to sell, Listing Agreement, and Sales Contract ''. I have attached them to this email. Since your organization has been extremely unresponsive to previous correspondence, I am asking for a confirmation of receipt on these documents as soon as possible. Your phone representative stated it was normally 72 hours to respond when spoken to ( XX/XX/XXXX ). If further information is required I need to know as soon as possible, as none of this is annotated on your website. 

XXXX XX/XX/XXXX from Me to Reverse Department - To Whom It May Concern, I have now called several times this morning ( XX/XX/XXXX ) and continually have the calls hung up or disconnected. I have now gotten back through and was told that the " Seal '' on the Letter of Testamentary from the Probate Court wasn't clear enough. I have scanned a high-quality image and the seal is VERY clear on it. The representative on the call stated I can email this to your organization, which I am doing. I ask that correspondence be done by email, for time sensitivity, effectiveness, efficiency, and convenience. 

As I told you, phone representative, your company was demanding repayment or relinquishment 10 days after our mother passed away, which I think is barbaric and truly insensitive. Your phone system identifies your company as a Collections Agency ( debt collector ). Is this what the reverse mortgage company is? 

XXXX XX/XX/XXXX from Me to Reverse Department - After further review of account # ( removed ), I would like explanations on the following items immediately. 

Payment for Delinquent Taxes - XX/XX/XXXX {$1000.00} Which taxes are you claiming to have paid on this? 
Payment for Force Placed Insurance Policy - XX/XX/XXXX {$6200.00} Is this for the XXXX  year and will we receive the remaining funds back upon the sale of the home? 

XXXX XX/XX/XXXX from Me to Reverse Department - This loan has been paid in full as XX/XX/XXXX XX/XX/XXXX Loan Paid in Full - Borrower Deceased $ XXXX {$630.00} {$100.00} {$0.00} {$0.00} {$0.00} I am inquiring to the forced insurance that your company placed against this loan XX/XX/XXXX. This I am assuming this {$6200.00} will be prorated for the 14 days that were covered this year. 
{$6200.00} / 365 days per year = {$17.00} per day {$17.00} per day x 14 days of policy usage ( XX/XX/XXXX - XX/XX/XXXX ) = {$240.00} Resulting in a return of funds of {$6200.00} - {$240.00} = {$6000.00} returned to myself XXXX XX/XX/XXXX from Me to Reverse Department- I am inquiring on XXXX taxes that your company imposed after we had paid these taxes. 
XX/XX/XXXX Payment for Delinquent Taxes {$1000.00} {$1.00} {$0.00} {$0.00} {$0.00} {$120000.00} With this imposed taxation on your behalf, I am expecting a full refund of this amount as well. 
Our payments and Dates Paid : XXXX XXXX XXXX XXXX - XX/XX/XXXX = {$220.00} XXXX XXXX XXXX XXXX Collector - XX/XX/XXXX = {$280.00} Spring ISD was {$0.00} XXXX XX/XX/XXXX from Me to Reverse Department- We would appreciate a timely response on these matters with a very clear explanation to accompany them. Email correspondence was sent on XX/XX/XXXX. If necessary, I will submit a Certified USPS letter for this information Regarding the XXXX taxes that your company imposed after we had paid these taxes. 
XX/XX/XXXX Payment for Delinquent Taxes {$1000.00} {$1.00} {$0.00} {$0.00} {$0.00} {$120000.00} With this imposed taxation on your behalf, I am expecting a full refund of this amount as well. 

Our payments and Dates Paid : XXXX XXXX XXXX XXXX - XX/XX/XXXX = {$220.00} XXXX XXXX XXXX XXXX - XX/XX/XXXX = {$280.00} XXXX XXXX was {$0.00} This loan has been paid in full as XX/XX/XXXX XX/XX/XXXX Loan Paid in Full - Borrower Deceased $ XXXX {$630.00} {$100.00} {$0.00} {$0.00} {$0.00} I am inquiring to the forced insurance that your company placed against this loan XX/XX/XXXX. This I am assuming this {$6200.00} will be prorated for the 14 days that were covered this year. 
{$6200.00} / 365 days per year = {$17.00} per day {$17.00} per day x 14 days of policy usage ( XX/XX/XXXX - XX/XX/XXXX ) = {$240.00} Resulting in a return of funds of {$6200.00} - {$240.00} = {$6000.00} returned to myself. 

XXXX XXXX XXXX from Me to Reverse Department- Had a phone call this morning from Reverse Mortgage. Spoke to the representative and inquired as to why I was being called. She stated, that it was regarding a refund of taxes for the amount of {$1000.00}. Strangely I had just received an email ( below ) relaying this information as displayed below. 
XXXX XXXX ( XXXX ), " I finally received a response from our tax dept. They have stated they spoke with the tax office and they are in process of sending a refund of {$1000.00}. The tax office did not provide a timeframe on the refund but our team will continue to follow up until the funds have been received. '' The representative asked for the mailing address in which to send said refund, to which I inquired why this was necessary as I had provided all information previously on several occasions. She stated that the mailing address for the account was ( address removed ), XXXX TX with no other information related to it. I told her that the check should be made out to the " Estate of ( Removed ) '', in care of Estate Executor ( name & address removed ). She stated, that she could not update any of the name information. 
I then asked about the {$6000.00} ( approx ) that was due back on the account as well, to which she said there was nothing regarding this annotated on the account. She said, that since the house had only been paid off on the XXXX of XXXX and that being a short period, some refunds are faster than others and it could take some time ( up to 60 days ) depending on said refund. I am going to question the payoff date she quoted me on this as your own site has the loan paid in full on the XXXX of XX/XX/XXXX. 
I then asked about correspondence from Reverse Mortgage on these matters. She told me that there is nothing in place to correspond with the customers on these matters. I referred immediately back to XXXX XXXX 's email and got nothing from the representative, except the same statement that Reverse Mortgage doesn't have anything in place for this. I then told her that I am continually monitoring all of my parent 's emails and the fact Reverse Mortgage doesn't correspond is extremely evident, as I have nothing in their emails on these matters. She told me that it was my responsibility as the customer to follow up on these matters. With that statement, I will continually follow up on the remaining funds due back to the Estate on a twice-daily basis, since in fact it is " my responsibility '' to do so. 


The craziest thing here is the " Paperless Settings '' on my Reverse Mortage account page are set to ONLINE ONLY, indicating I ONLY desire online correspondence! 

With this being my responsibility to follow up on the information here. I ask why none of this pertinent information is notated on the account in question and I must provide it again and again. Is there a direct email to the insurance company Reverse Mortgage? The Insurance page has no way to contact them in any manner. Haven't seen or heard anything from them on this, thus far. I have no issues with reaching out to XXXX XXXX XXXX XXXX on this matter for the assistance needed. 

Refund of {$1000.00} due back, with no finalization date provided by Reverse Mortgage as of this date XXXX XX/XX/XXXX on the Estate of ( Removed ) receiving these funds. 

Original information provided by the Estate of ( Removed ) : Regarding the XXXX taxes that your company imposed after we had paid these taxes. 
XX/XX/XXXX Payment for Delinquent Taxes {$1000.00} {$1.00} {$0.00} {$0.00} {$0.00} {$120000.00} With this imposed taxation on your behalf, I am expecting a full refund of this amount as well. 

Our payments and Dates Paid : XXXX XXXX XXXX XXXX - XX/XX/XXXX = {$220.00} XXXX XXXX XXXX XXXX - XX/XX/XXXX = {$280.00} XXXX XXXX was {$0.00} Unresolved refund of {$6000.00} ( approx ) for unexpended funds charged to the Estate of ( Removed ) for " Forced Insurance '' by Reverse Mortgage. Resolution is requested immediately on this, accompanied with correspondence to clarify full understanding of the information provided, as well, as requested. 

Original information provided by the Estate of ( Removed ) : This loan has been paid in full as XX/XX/XXXX XX/XX/XXXX Loan Paid in Full - Borrower Deceased $ XXXX {$630.00} {$100.00} {$0.00} {$0.00} {$0.00} I am inquiring to the forced insurance that your company placed against this loan XX/XX/XXXX. This I am assuming this {$6200.00} will be prorated for the 14 days that were covered this year. 
{$6200.00} / 365 days per year = {$17.00} per day {$17.00} per day x 14 days of policy usage ( XX/XX/XXXX - XX/XX/XXXX ) = {$240.00} Resulting in a return of funds of {$6200.00} - {$240.00} = {$6000.00} returned to myself. 

XXXX XXXX XXXX from Me to Reverse Department - To Whom It May Concern, I am officially requesting a copy of all documentation of the reverse mortgage # ( Removed ) that you processed for ( Names removed ), ( address removed ), XXXX, Texas XXXX. I have attempted numerous times now to reach out for information, only to be ignored with no responses.

Company response to consumer: Closed with explanation