Consumer complaint received 2025-07-22 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: CA

Complaint narrative:
On or about XX/XX/XXXX, I encountered an incident involving an alleged violation of Title XXXX XXXX  Rights XXXX of XXXX, XXXX XXXX. SS SS XXXX - XXXX, from my newly acquired mortgage service company, Carrington Mortgage Services , LLC, located at XXXX XXXX XXXX XXXX, XXXX  XXXX & XXXX, XXXX, California XXXX XXXX 

The allegation involve a violation of discriminating business practices and unfair treatment, due to my race, that is protected under Title XXXX Civil Rights XXXX of XXXX, while seeking to refinance and obtain available equity, already approved, from my residential home in XXXX, California. 

The purpose of seeking to refinance and obtain available equity, already approved, was and remain for home improvement, and home projects that would assist to increase the property value of my home, as well as reduce my current credit card debts. 

Prior to this incident, I had created an online account with Carrington , LLC, under the company 's suggestive direction, for the purposes of checking my mortgage loan information, check interest rates, and applying for new refinance loan ( s ), if needed. 

On or about XX/XX/XXXX, I had visited my account and applied for renewing my loan with refinancing options, in order to obtain necessary funding for the above-mentioned improvements and projects, in order to increase property value of my home. 

At the time of accessing my account, online, I applied for refinancing my loan, for the equity that ( is ) legally available to me. I also uploaded a copy of a " Certificate Of Eligibility '' ( COE ) from the XXXX XXXX XXXX XXXX, to help with the qualification process. 

During this process, online, I had been initially qualified and was instantly approved for the refinancing loan, in a said amount which I accepted. I was now waiting to receive and sign the required loan documents via email. 

However, after a week had past, I had not received any communication from Carrington, LLC, concerning the loan. I contacted Carrington, LLC to follow up and obtain an update on the approved loan and inquire as to when the documents would be emailed for my signature ( s ).

During the conversation, with a male representative, I inquired about my acceptance of the refinancing loan already approved. The representative, in my opinion, discovered, while on the telephone, that I was an XXXX XXXX  mortgage customers, and decided to place me on hold for an extended period of time. 

After he returned to the conversation, the representative began given me various excuses such as charges of fees that I would be required to pay for. He also began to make a statement and excuse for why he did not think Carrington, LLC, could approve the refinance loan, at this time.

To my surprise, I could not believe or understand his excuses ; especially, after I had already been approved for the loan, and not any " Pre-Approval '' loan. After the representative informed me of this, I reminded him " I had already been approved for and have accepted the loan, via my online account. '' I also informed him that I had uploaded a copy of the Certificate Of Eligibility ( COE ) from the XXXX XXXX XXXX XXXX XXXX. After I informed him of this, he placed me on hold, again, for an extended period of time. 

Upon his return, he acknowledged that he had noticed the VA 's COE. Even with this acknowledgement of the document, he allegedly remained completely defiant, uncooperative, and having no interest in my already approved loan.

Again, the approval already granted was never listed on my account as being any " Pre-Approval. '' nor did the representative advise me that this was a " Pre-Approved '' loan application.

With that being said, the representative made an alleged unfair statement, during the conversation, by informing me to the fact that ( Many customers accounts, online, are sometimes known to make mistakes or errors ).

In my opinion, I truly believe that this representative, by his actions, clearly demonstrated an alleged violation of my civil rights, to be free from discrimination, and discriminatory business practices, because of me being an individual, under the protected class of race, XXXX, religion, or XXXX. 

In my opinion, I strongly believe that the representative allegedly violated my civil rights, under discrimination, as a mortgage company, by placing me on hold and checking to find out what class of individual ( s ) that I fall under.

It is also in my opinion, that if I were allegedly a member of another class such as XXXX, XXXX, or XXXX, I would have not received such unfair treatment, and the representative would have honored the already approved loan, via online account, for refinancing. 

As a XXXX XXXX XXXX of legal and Business practices, from the University of California, I am fully aware and completely knowledgeable of the fact that mortgage and credit companies have business privileges of not only checking consumer applicants ' credit profiles, but also the demographics of consumer applicants for purposes of financial loans and or lines of credit. 

Therefore, in my opinion, I truly believe that Carrington, LLC, and it's representative, unfairly and allegedly acted unjustly, in secondarily denying my already approved refinance loan, because of him placing me on hold, in order to check and find out what race that I fell under. 

Only to return, over the telephone, the for the purpose of allegedly creating false excuses such as fee charges, to supersede my already approved loan. Under XXXX XXXX of the XXXX Rights XXXX of XXXX, XXXX XXXX. SS/SS XXXX, this kind of action alleged, is prohibited based on race, XXXX, religion, and XXXX. 

Therefore, in my opinion, I strongly believe that, I should have not been subjected to any " secondary '' denial of an already granted and approved refinancing loan which included a copy of a COE from the XXXX XXXX XXXX XXXX XXXX. 

However, due to the alleged actions by Carrington, LLC and it's representative, I was unfairly treated and discriminated against, to be later denied the already approved refinancing loan, due to my race, once the representative discovered, over the telephone, that I was a particular member of that protected class.

In conclusion, after receiving unfair treatment from Carrington, LLC, thus superseding an already approved loan, I conducted research, online, and discovered many unfavorable reviews, by other protected class of individuals, similar to my demographics of being a member of the particular protected class, in violation of the XXXX Rights XXXX of XXXX.

Company response to consumer: Closed with explanation