Consumer complaint received 2023-12-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: DE

Complaint narrative:
I bought this house in XXXX and this home is my whole world and I raised my XXXX sons here. I am facing a foreclosure sale from Carrington on XX/XX/XXXX and I do not know why they have made things so hard for me. I have tried to work with them and sent them the paperwork at least XXXX times during XXXX to try and get a modification or forbearance or some type of relief and they never actually reviewed my information even though I send it in so many times. I feel this foreclosure is wrong because Carrington denied access to government CARES program and forbearance and other options for homeowners who lost income due to Covid. Instead of offering XXXX of these options for me, their agents had me fill out applications over and over and over again, constantly misplacing paperwork, saying paperwork was not received and giving me the total runaround. This should not be happening and I should not be losing my home because I struggled during XXXX. 

I have worked in the restaurant business for XXXX years and at XXXX time owned my own restaurant and have been working for many years in management for different restaurants. After XXXX and I divorced I stayed in the house with my XXXX boys and took care of all bills and the mortgage payments and did not have any problems. I lost my job in XXXX and struggled with the mortgage payment at that time and once I was back to work I applied for and was then approved for a loan modification at the end of XXXX. 

The first few months of XXXX were fine and I made the mortgage payments on the new modification with no problems. But then XXXX hit and XXXX XXXX was declared a disaster area and my XXXX was shut down and I began to struggle again. I called into Carrington to ask for help due to covid related income loss and they refused. They did not offer me the government backed pandemic CARES program with a forbearance. As I fell further behind I continued to call in and eventually their agents told me that I needed to fill out a new application. After I would complete the paperwork and send it in they would send me a letter saying that the application was received. XXXX weeks later I would get a new letter saying that documents were missing. I would send these documents in and I would verify Carrington had received them and thought everything was fine. Then XXXX months later I would be told that the review was cancelled because the documents I sent had been lost by Carrington. I feel like their employees play with me, because I send the things in over and over, back and forth, back and forth. This makes me very upset because this company was supposed to offer me a forbearance because my income loss was related to Covid but this never happened. I do this every couple of months with Carrington and sent in new applications at least XXXX times. Even though I try my best to give you what is needed, Carrington never ONCE actually reviewed my financial information to determine if I qualified for any type of assistance programs

Company response to consumer: Closed with explanation