Consumer complaint received 2024-11-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: ME

Complaint narrative:
In XXXXXXXX XXXX Carrington closed my escrow account as the next expenditure from the escrow account would be due after the mortgage was paid off ( doc1 ). I paid the home insurance on XX/XX/XXXX directly ( doc 2 ) the insurance company that was due on XX/XX/XXXX. 
I was paying the mortgage through Carringtons autopay, and the final bill of {$320.00} ( doc 3 ) was paid on XX/XX/XXXX. This should have fully met my mortgage obligations. 
On XX/XX/XXXX Carrington notified me that they were not applying my XX/XX/XXXX payment of {$320.00} to the loan as they sent a check of {$1800.00} to pay the home owners insurance on XX/XX/XXXX, demanding I pay {$1800.00} to finish paying the loan ( doc 4 ). XX/XX/XXXX my insurance company had not yet received the payment from Carrington, but Carrington did not stop payment. XXXX XXXX received the check and processed it on XX/XX/XXXX. On XX/XX/XXXX, XXXX XXXX initiated the refund back to Carrington since they were so much later than my payment. I communicated this promptly to Carrington. Carrington cashed this refund check of {$1800.00} on XX/XX/XXXX, but did not apply it to my account ( doc 5 ). I followed up the first week of XXXX with Carrington and was told they would investigate the matter as it can take a few days to get the payment applied to an account. On XX/XX/XXXX, Carrington took another payment through XXXX of {$320.00} ( doc 5 ). Carrington still did not apply this to my balance because I was told it did not pay the total paid to insurance. This led to {$640.00} that was considered unapplied funds. 
On XX/XX/XXXX, I talked with XXXX, a Carrington service representative, after Carrington called me trying to collect {$2200.00}, which disregarded my XXXX and XXXX apyments, stating my loan was delinquent and could go to foreclosure if I did not pay. Through this conversation Carrington claimed not to have received the payment from XXXX XXXX. With the insurance company I sent copies of the front and back of the insurance refund check of {$1800.00} ( doc 6a and 6b ). I was told to send the documentation to XXXX to allow Carrington to investigate on their end. I promptly emailed the copies of the checks to document Carrington received the funds which should have wrapped up my loan payments. 
On XX/XX/XXXX, I received an additional notice that Carrington viewed my loan as delinquent, and again walked an agent, XXXX, through the entire issue, and her supervisor XXXX XXXX . Ultimately I was told that the email address I previously was told was incorrect, and that I should directly email the supervisor at XXXX. I promptly emailed the documentation and copied the insurance agents email if there are any questions related to the refund that Carrington cant seem to find. XXXX XXXX emailed confirmation of receipt of the documentation ( doc 7 ). A week later I followed up since I had not heard anything, and was told the matter had been escalated and they would provide feedback when they have it ( doc 7 ). 
I followed up that communication with a formal Written Notice of Error mailed. When I heard nothing back, I faxed a detailed written notice of error on XX/XX/XXXX ( doc 8,9 ) which was acknowledged. 
On XX/XX/XXXX I talked with Customer Service representative XXXX, who brought in a representative in the Escrow department. They were not able to resolve the issue and said I needed to talk to the insurance department but the department was closed for the night. 
On XX/XX/XXXX I talked with XXXX the customer service representative who transferred me to a supervisor XXXX, who I spent over 1 hour and 15 minutes with. XXXX reached out to the insurance and confirmed they had received the refund. They were putting in another request to trace the funds back. XXXX stated she would call me back within 5 days and might need to ask permission to apply the escrow funds to pay off the loan. No one called back. 
Carrington has reported to the credit agencies that I am over 60 days delinquent. On XX/XX/XXXX I submitted a dispute with XXXX and I provided documentation that I had paid off the amount of the loan on time and should not have the late payments on my record. On XX/XX/XXXX Carrington confirmed with XXXX that I am delinquent and actually upped the loan balance ( doc 10 ). This has significantly affected my credit score and is impacting our need to replace a car that was just in an accident. 
On XX/XX/XXXX, I received another letter from Carrington stating they view my loan delinquent and they may begin foreclosure proceedings. 
They have not applied the {$1800.00} check they cashed on XX/XX/XXXX to my account, and have not refunded my extra payment of {$320.00} from XX/XX/XXXX. Carrington has not fixed their error, even though I have spent over 6 hours on the phone with multiple service representatives, provided the documentation of the check, formal written notice of errors over 30 days ago. They appear to now be compounding the error by sending a check to my town to cover property taxes ( doc 11 ), even though I notified them in writing on XX/XX/XXXX that I had paid taxes ( doc 12, 13, 14 ), as I anticipated that they would continue trying to XXXX up my account.

Company response to consumer: Closed with explanation