Consumer complaint received 2023-06-05 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: PA

Complaint narrative:
I want to first start by saying that the gentlemen I have worked with via email has been very polite and helpful. However, I feel like bad information has been given, setting off a snowball effect that now has me showing so late on my mortgage that I'll never be able to get additional credit and right now I am in desperate need of a car, that I can not purchase, due to Carrington 's reporting. I received COVID Forbearance on my FHA loan from XXXX. My first payment was to be on XX/XX/XXXX. The amount that was placed in forbearance was covered by an HAF grant, so I did not need to select any of the post-forbearance options at that time. I had started a partial claim application in XX/XX/XXXX but did not need to finish it once the HAF grant paid in XXXX. However, I knew before XX/XX/XXXX ever came around that I would have some trouble with the first payment. I had been XXXX due to " long haul '' XXXX symptoms and missed several weeks pay. I reached out to Carrington before I was ever late and asked what, if anything, I could do. I was trying to rebuild my credit and did not want to start out with mortgage lates. I was told over the phone there was nothing that could be done. Then on XX/XX/XXXX my loan rep emailed me and said my loan was late. I explained the situation and my hope that I'd be able to catch up. When I realized that I wasn't going to be able to catch up due to my smaller pay ( for the time off ) I reached out immediately and asked what could be done. I was told that absolutely nothing could be done until I was 30 days late and that if I want to file for a partial claim, I had to let myself go 30 days late. I didn't want to do so. But felt I had no other option. After I was 30 days late, I reached back out about the partial claim. I also asked about my credit, which had already been dinged for being late, even though I was instructed to let myself be 30 days late to get help. I was told then that I was " only 2 months '' due and that I could pay that and just skip the partial claim altogether, otherwise I'd keep getting credit dinged. When I tried to make just the XX/XX/XXXX payment in early XXXX I was told I had to pay both months, or nothing. I was not able to pay just XXXX. So I was forced to accept the partial claim tract. It took into XXXX before I was ever given paperwork to sign for the partial claim, meanwhile, XXXX, XXXX, and now XXXX have been reported as late while I wait on XXXX to provide the partial claim paperwork. I completed the paperwork with a notary ( at my expense ) and returned it. Carrington claimed they never received it via XXXX. Despite me using the label they provided. I was sent the documents again to sign in early XXXX, so now we're late for XXXX too. I signed the documents again at a notary, again at my expense, and mailed via XXXX label Carrington provided me. Once again, Carrington claims they were never received. The partial claim was then denied for not receiving the documents timely. So again I had to apply for the partial claim. Now we're into XXXX! So now XXXX is late on my credit. I get the documents from Carrington, again I pay the notary, again I XXXX them. FINALLY Carrington gets them. But at the same time they also get a request for information from PAHAF because I tried to get additional funds. I was told whichever presented first would be applied. They got my partial claim documents, but decided not to touch them until they heard more from PAHAF. PAHAF is insanely behind on applications and just last week let me know my request was denied. I forwarded that denial to Carrington and I have asked to just have the partial claim processed. So now we are in XXXX and XXXX will be late on my credit. That's 180 days late on my mortgage. My credit is now in the gutter. And all because Carrington was dragging their feet to do anything and refused to accept ANY payment after I was 30 days late, unless it was the FULL amount. I wasn't even allowed to pay XXXX and then make XXXX when I could, to try to reduce the number of months late. They complete erased my ability to make a payment on their website and calling reps got me nowhere. Additionally, they are continuously claiming my escrow is thousands in the hole ( it shouldn't be ) and raising my payment from {$1400.00} to {$1600.00}. When I asked if they would review my escrow with the partial claim I was told no. So to recap, my entire credit has been destroyed by Carrington because of their slow responses, advice to let myself go 30 days late, and refusal to accept a months payment unless I was paying EVERYTHING. There was never any hope for me to get caught back up. All I'm asking is that they finish processing the partial claim ( even though it had a start date of XX/XX/XXXX and I won't be allowed to make a payment on that date if it isn't ALL the past due ) and that the remove the late payments from my credit report. I don't feel I should be held responsible for them taking from XXXX to provide documentation for me to complete. Then continuously claiming not to receive something with the shipping labels they provided. And then holding my application for PAHAF funds. Add in the fact I couldn't have made a single payment if I wanted to because of their block? I feel it is completely unreasonable for them to continue to mark my profile late every month in light of these issues.

Company response to consumer: Closed with explanation