Consumer complaint received 2019-07-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: FL

Complaint narrative:
Carrington Mortgage Services , LLC . is engaging in unethical and predatory business practices. Ive been experiencing financial hardship, and this caused me to fall behind with my mortgage payments. From the time this company has taken over the servicing of my mortgage I received nothing but rude unprofessional service and inconsistent responses. My complaint is regarding the loss mitigation process and the company refusing to take my payment. 
On XX/XX/XXXX I call to check on the status of my loss mitigation application and the representative stated that my XXXX tax return was not signed and that is what is holding up the process. I replied that I didnt have access to a printer thats why I supplied the official XXXX transcript from the IRS. I questioned why, was the XXXX tax transcript acceptable and not the XXXX transcript. He could not answer the question and only replied just send the signed the XXXX tax return. Then a few days later I get a letter from Carrington dated XX/XX/XXXX stating my loss mitigation application has been cancelled because I did not supply requested information. This is an absolute lie. I have dated emails to prove this and I even sent all the information again. 
On Friday XX/XX/XXXX I made a {$5000.00} payment via XXXX. When I called to confirm that my payment has been received, the representative by the name of XXXX # XXXX stated my payment was returned because my home is in foreclosure and has been since XXXX and it is company policy not to accept any payments. She then went on to say that she can request a reinstatement and the XXXX billing statement with a total amount due as of XX/XX/XXXXas {$5800.00} is not the correct amount I owe. I questioned, how is it incorrect she stated that attorney fees will be added, I questioned why when the {$5800.00} includes attorney and filing fees totaling {$1100.00}. She then stated that the attorney fees accrue daily. What makes this so disheartening is the fact that I checked with the clerk of courts and nothing has been filed with them. Furthermore, when I was sent the loss mitigation application, the rep stated that while going through loss mitigation, the foreclosure process will be temporarily halt. Thereby giving additionally time to come up with the money. In addition, I was only short {$170.00} because the {$640.00} was not due. 
This companys only agenda is to take my home. The loss mitigation is a joke they never had any intention on processing my application because I supplied everything they requested and to come up with {$5000.00} only to have my payment returned is unbelievable. Please dont allow this company to do this to me or anyone else that maybe going through financial hardship. These practices can not be legal. Please any help with matter would be greatly appreciated. Please dont allow this company to take my home its all my kids and I have. I have lost my marriage and my business ; I cant lose my home.

Company response to consumer: Closed with explanation