Consumer complaint received 2019-11-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: CA

Complaint narrative:
I have lived in my home in XXXX XXXX for over 30 years. I have never had a late payment in all that time, until last year, when I sustained a sever blow to the head and had to undergo emergency XXXX XXXX. I was XXXX in XXXX XXXX  and unable to work for a year while undergoing XXXX   XXXX to repair my XXXX. I was unable to drive, and am only now getting back to work and going through steps to see if my XXXX  is good enough to get my driver 's license re-instated.

For the past 6 months I have worked tirelessly with Carrington Mortgage to save my home from foreclosure. Every time I sent them a form they would wait until the last day of the deadline to submit that form - and then call me and say there was something wrong with it and it all had to be resubmitted and I would be given 24 hours. This happened over and over again, at least a dozen times. I had XXXX XXXX, a bank official from XXXX XXXX working with Carrington on my behalf to restructure my loan so I could keep my house. Every piece of paper work we have submitted, and there have been over 100 submissions - have all been lost - or deemed unreadable - according to Carrington Mortgage.

I added my fianc, XXXX XXXX - a single mother with a XXXX  - to my loan - XXXX moved into my house with me at XXXX XXXX XXXX and has the gas, electric and water bills in her name. Her XXXX year old son just enrolled in the XXXX school here in XXXX XXXX - and XXXX has set up her small business office here at XXXX XXXX XXXX - as a movie editor and a writer. After requesting all of XXXXXXXX XXXX   information - Carrington, failed to ever try and speak with her and then estimated her earnings at {$410.00} a month - when it is clear in all of XXXX XXXXXXXX XXXX tax returns - that she earns {$36000.00} a year minimum.

Three days short of XXXX Carrington sends me a notice saying that any and all requests for any mortgage refinancing or repair are denied and the only choice we have is liquidation - and next to every option that is denied - there is a box checked that reads N - for NO APPEAL - Then when XXXX XXXX called Carrington - a woman named XXXX XXXX answers the phone and tells her this is all false and we can re-apply and start all over again - And that to get the house back - the house we live in - and not have it put on an auction block - we must meet the requirements. When XXXX XXXX asks XXXX XXXX what the requirements are - she responds, " I can not tell you what the Requirements are. You submit and we decide if you meet our criteria - but we will never tell you what our criteria is. '' In short - they are admitting to MAKING UP criteria as it fits them. There is no criteria. That's the point here. I have been back to work since XX/XX/2019 and the combined income of myself and my fianc - it equals about {$5800.00} gross a month. This is more than enough to pay the mortgage - even though they said this entire application was for Mortgage modification and now it's just refinancing - and they are making me pay for going XXXX. They have offered no help here - they have only offered to take my home from me - after 31 years of payments. Also - let it be known that Carrington is actually XXXX XXXX XXXXXXXX.

Company response to consumer: Closed with explanation