Consumer complaint received 2018-05-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TX

Complaint narrative:
I have been trying to work out my past payments owed with both XXXX XXXX XXXXXXXX and now XXXX XXXX, to no avail. All I have been asking for is either a re-payment plan or if they could put the payments to the rears so that I can get-back-on-track. Please understand we have lived in this house for 16 years and have approximately 150-200k worth of equity in it. 

All this came about because I was unemployed for 2 years, and during that time I continued to make my mortgage payments, it wasn't until the end of my unemployment cycle that we began to get behind. I now have a very good job and make a very nice salary that can afford this mortgage without any problems. 

So back to what has transpired, back in XXXX of XXXX with XXXX XXXX XXXXXXXX ( who was my mortgage holder at the time ), they told me they'd work something out. Then they came back and said to submit to do a loan modification which would roll my past due payments and lower my current monthly payment at the same time. So, we proceeded to do that, submitting tons of forms, bank statements, tax returns etc., only to be told in XX/XX/XXXX that the modification would actually increase my monthly payment. Knowing this was the opposite result they then said to write a letter to not accept this modification and let them re-submit it. I said what if this doesn't change? They told me not to worry at the very least they would do a workout for the past payments. So, on XX/XX/XXXX, we started the process with XXXX XXXX XXXX all over again. Submitting tons of forms, and updated bank statements etc. And we waited to hear back..and waited. During all this time I was paying XXXX XXXX XXXX   monthly so that I would not fall further and further behind. At that time, I believe I was almost 3 months behind. 

In XX/XX/XXXX, we get a letter from XXXX XXXX XXXXXXXX that our mortgage has been sold to Carrington Mortgage and to contact them from this point on. So, I reach out to Carrington and they don't show me at all, they can't find me. So now I call back to XXXX XXXX XXXX I ask how to make a payment in XXXX, where does my modification and or workout plan stand and I am told that Carrington has been forwarded everything but that I need to give them a couple of weeks to get me into their system etc., I then call Carrington and they say basically the same thing. 

So, I wait and keep calling Carrington until they finally, in XX/XX/XXXX they have me in their system and have assigned me an account number. So, I tell them I know that I am behind and that I was in the process of a possible modification or workout, but in the meantime, I wanted to keep making a monthly payment. I am then told that I can not make a " Partial Payment '' that I have to make the entire past due amount plus the current payments due. 

I explain to them that this is what I have been trying to do with XXXX XXXX XXXX for almost a year now. I tell them that XXXX XXXX XXXX  told me they ( Carrington ) were sent all the paperwork including my current modification papers. They tell me to give them a couple of weeks. I call back in a couple weeks and they tell me to call back in another week. Finally, I am told that they don't have any modification paperwork from XXXX XXXX XXXX and that I need to start the process all over with them. 

So, in XXXX XXXX, we start all over with Carrington. This process drags into XXXX as they request additional info etc. All this time we are getting further and further behind on our mortgage as they will not allow me to make any payments without paying the entire past due as well. Meanwhile we are now extremely upset and start reaching out to different government agencies and finally, my wife speaks with someone at HARP who recommends we contact XXXX as they will help represent us through this process. He informs my wife that XXXX XXXX XXXX is in a class action suit for this type of behavior. 

Needless to say, in XX/XX/XXXX Carrington turns us down and says we are ineligible for Unemployment Forbearance Plan, ineligible for CMS Loan Modification and ineligible for a Repayment Plan. But I am eligible for Home Liquidation. 


XXXX XXXX from XXXX tells me Carrington is wrong and needs to do the right thing here. She contacts Carrington and gets them to agree to allow us to re-apply for a modification, a workout or as XXXX XXXX said they need to Cap the amount owed to the rears of your loan. So, we began the entire process again working through XXXX, again we went back on fourth for months with more documentation, updating bank statements, payroll stubs etc. 

XXXX XXXX kept in constant weekly contact and told me she thinks they will do the right thing as I was unemployed for 2 years, so I certainly qualify, at the very least, for them to differ the amount owed to the end of my loan. 

However, on XX/XX/XXXX, they denied us again exactly as before. XXXX XXXX could not believe it and has told me to appeal, but to also reach out to your organization for any assistance you may be able to lend. 

I do not want to lose my home, I have too much equity and wonder is that why they are doing this to me? To get the equity? I am facing having to borrow from friends and family to save my house and ultimately my equity. I make a good living and can afford my home, I just need help to get the past back on track. 
Please let me know if you can help. 

Thanks, XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX

Company response to consumer: Closed with explanation