Consumer complaint received 2022-12-12 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: FL

Complaint narrative:
In XX/XX/XXXX, Carrington Mortgage Services , LLC, XXXX XXXX XXXX XXXX, Suites XXXX & XXXX, XXXX, CA XXXX notified me ( account # XXXX ) I was eligible for a permanent Loan Modification under the United States Department of Veterans Affairs Modification Program regarding the Coronavirus pandemic. The VA determined I was high risk for the coronavirus, because of a service-connected XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. The mortgage eligibility was a 3-month Trial Period that started on XX/XX/XXXXXXXX For the purpose of, I requested a loan from my XXXX XXXX XXXX policy to cover the 3 months. I submitted 3 payments for {$1800.00}, ending oXXXX XXXX XXXX XXXX. 
Upon being compliant in the Trial Period, Carrington Mortgage emailed the Contract to me on XXXX XXXX XXXX. As a matter of fact, the mortgage payment increased from {$1700.00} to XXXX, and added the balance owed at the end of the mortgage to begin on XXXX XXXX XXXX Thus, I declined the Contract. For this reason, I am unemployed and regarding my VA XXXX Ratings, I am entitled to unemployability. Furthermore, there was much debate about applying my wifes financial affidavit on the application. I told them adamantly, my wife had unequivocally, no financial investment in said property. Under that circumstance, I will not submit a false application alleging my wifes financial affidavit represents the proceeding mortgage modification because her signature is on the mortgage. 
On XX/XX/XXXX, I was notified by email and follow-up call from XXXX XXXX XXXX Special Servicing Department XXXX She had attached another application for mortgage assistance and mailed a copy. Instructions were to email the completed application back to XXXX. On XX/XX/XXXX, I replied I had received the application and it was becoming very difficult for me to do routine things. Moreover, I will submit the application as soon as I can. On XX/XX/XXXX, I emailed the signed application dated XX/XX/XXXX, with attachments. 
In sum, amid other follow-up call whereas I informed them that I had received some of the emails returned as undeliverable. XXXX XXXX informed me that their assigned email account can not receive the completed application with attachments. All completed applications must be submitted to the designated email XXXX and or supervisor, if involved. In addition, they can only call me every 8 days. Henceforth, it would be another letter, email and follow-up call disclosing they never received the emails, time expired, therefore they must initiate another application. 
Not to mention this, I was sued by the XXXX and XXXX XXXX on behalf of the HOA for unpaid dues of {$1400.00} and the HOA advocated a court ordered lien on my home and scheduled an auction on XX/XX/XXXX. They were clearly aware of my financial limitations, XXXX and pending Carrington Mortgage modification. As a result, the judgment was not in my favor. Thereupon, I must pay {$430.00} a month for 18 months for approximately {$7000.00} in attorney fees. 
That being the case, Carrington Mortgage became aware of the lien during a follow-up call. Moreover, to prevent Carrington Mortgage from taking action on the lien, on XX/XX/XXXX, XXXX XXXX, XXXX from XXXX and XXXX XXXX, emailed XXXX XXXX stating the lien had legally been cancelled. The signed court order was forthcoming. In XXXX XXXX follow-up email, the same day, she stated there is a superior lien on my Title Report. Subsequently, on XX/XX/XXXX, upon receiving signed Court Order, I emailed a copy of the XXXX XXXX XXXX XXXX XXXX dated XX/XX/XXXX, to XXXX XXXX and XXXX. In addition, I submitted supporting documents of my current XXXX and the difficulties I was experiencing being marginalized, undervalued and underestimated by inferior treatment. Unabatedly, I expressed that frustration during their recorded follow-up calls. Nevertheless, Carrington Mortgage notified by mail a Cancellation Notification for Loan Modification for an unpaid lien and/or judgements dated XX/XX/XXXX, and they will proceed with Foreclosure. 
On XX/XX/XXXX, XXXX XXXX, supervisor in a follow-up call, question me about the pending mortgage and she had not received my application and supporting documents. Accordingly, I asked did she received my email dated XX/XX/XXXX? Moreover, the attachments are a letter of cause, notifications to HUD, and the Court Ordered " Cancellation of Foreclosure ''. In either event, this had become a common occurrence going on for over a year. Immediately, my suspicion overwhelmed me. She had not reviewed the emails. During the conversation, we went back and forth. Papers shuffling in the background. Listening to her was like watching someone giving me the deer in the headlight look. Finally, she revealed she had not seen the email. Suddenly, she started apologizing, several times, then stated she would check her emails and continue to research with XXXX XXXX and apologized some more. We hung up. In my Letter of Cause dated XX/XX/XXXX, I announced that I prefer assistance from HUD before I proceed. 
XX/XX/XXXX, XXXX XXXX follow-up and emailed a new application for Mortgage Assistance because, the prior submission is out of date and the Release of Lien ; I emailed XXXX XXXX XXXX XXXX of cause, notification to HUD, and the Court Ordered " Cancellation of Foreclosure ''. 
On XX/XX/XXXX, XXXX XXXX called to follow-up on the documents I emailed to her supervisor. She never received it. She will do further research and do a follow-up in 8 days because of company rules. 
XX/XX/XXXX, XXXX XXXX emailed XXXX XXXX To add a loss mit flag the borrower needs to send a new application. 
XXXX XXXX emailed another application to resubmit for Mortgage Assistance now that they have the release title. 
To say nothing of, I attained an attorney to appeal my worsened VA Service-Connected Disabilities. In addition, a VA Request for Hardship Disability XXXX XXXX XXXX XXXX ) was submitted to expedite my pending destitution. In contrast, the XXXX Form XXXX Form is far more Superior then the Carrington Mortgage Financial Affidavit application . The form broadens the financial affidavit and details complete financial history for a Hardship XXXX. Carrington Mortgage financial affidavit is so profoundly inferior to the fact, they can never provide me with equal opportunity to participate, change, adapt or modify my mortgage in a federally assisted program regarding my protected XXXX.

Company response to consumer: Closed with explanation