Consumer complaint received 2025-05-15 00:00:00
Product: Mortgage — USDA 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: AZ

Complaint narrative:
Carrington Mortgage returned my XXXX XXXX XXXX  monthly payment I made on the 91st late payment day which was on XXXX/25 because they said I had to pay the full delinquent amount of {$6500.00} since I owed them from XXXX/25 which made sense to me and I spoke to XXXX XXXXXXXX. In this same call she told me I had two choices either pay the full amount of {$6500.00} or request mortgage assistance which I did on that same call with her on either XXXX/25 or XXXX/25... I told her I was choosing the mortgage assistance since I didn't have all the delinquent amount owed. However I came up with the full amount and called them back on XXXX/25 trying to pay full amount owed and spoke to XXXX XXXX  and she refused to allow me to pay because she said that they had sent me to foreclosure on XXXX25 which would have been the 108th day still not at the 120 day period that I understand according to the Dodd-frank act they need to wait 120 days before starting foreclosure but she stated they started foreclosure on XXXX25 and keep in mind I had already requested mortgage assistance in the beginning of XXXX 2025 as you will see attached but was still sent to foreclosure according to her. So I asked her what was next step since they wouldn't allow me to pay full amount owed and she told me that I had to wait for a couple weeks before I received that reinstatement letter with attorney foreclosure fees included. I have now received that letter but now I can't afford it again because now they added {$650.00} in something listed in reinstatement letter as corporate expense advances with my deadline to pay full amount in a few days by XXXX25 plus more late fees than the ones I was aware I owed them because when I look at the new monthly mortgage statement THEY sent me in writing due XXXX/25 it clearly states I owe them the new month of XXXX 2025 which was added to the XXXX because I pay {$1100.00} monthly mortgage which makes sense but there is still more in either late fees section or paid recoverable section in the reinstatement letter since the reinstatement letter shows all fees itemized individually with my deadline to pay full amount to reinstate in a few days by XXXX/25. I called once I received reinstatement letter two days ago on XXXX25 and spoke to XXXX XXXX asking him to explain these hundreds of extra dollars added to my balance not including mortgage for XXXX 2025 which I know I now owe, but to include the corporate/ expense advances and any additional unknown fees that were added. XXXX XXXX  kept on telling me that I was sent to foreclosure on XXXX/25 even after he told me l was still in review for mortgage assistance approval and he stated the extra money being charged on reinstatement letter where foreclosure attorney fees and even told me that there is a possibility they will add MORE fees related to foreclosure once I pay the full amount on the reinstatement letter and full reinstatement overall shows as {$8500.00} and according to the monthly mortgage statement payment due XXXX25 that THEY sent me as you will see attached I should only owe them {$7600.00} with all late fees and inspection fees they charge me every month since l 've been delinquent but as you will see a lot more is being charged on reinstatement letter and this amount includes the {$650.00} corporate/ expense advances plus unknown extra fees. I kept on asking XXXX XXXX  why I was sent to foreclosure before the 120 day period and being charged all these fees because like I said earlier in letter which you will see attached I requested for mortgage assistance to protect myself on first week of XXXX and they sent me to foreclosure on XXXX25 according to them. XXXX XXXX kept on getting frustrated cutting me off because he did not want to answer my questions and was giving me the l 'm gon na hang up attitude and just told me to call a foreclosure attorney. I am asking for your help in this matter because Carrington mortgage has made this a nightmare by telling me l 'm in foreclosure but they won't explain to me what's happening so it's useless to call them at this point. All I want is to pay them what I owe them without the extra fees on reinstatement letter that don't match my monthly mortgage statement THEY sent me due XXXX/25 as you will see attached and I want to reinstate my loan even though l 'm also pending final decision on mortgage assistance but I rather pay them the {$7600.00} l am aware I owe them with XXXX 2025 mortgage included on the {$7600.00} amount that I acknowledge I owe them and which THEY listed on my new monthly mortgage statement but apparently now they are changing their story even though I have evidence in writing as you will see attached. I can not afford to pay them those unknown supposedly foreclosure attorney fees and at this point I feel like Im possibly a VICTIM to unlawful mortgage practices by Carrington Mortgage and I am calling upon the Dodd- Frank act and federal law to protect me since I was sent to foreclosure before the 120 day period violating my homeowner rights and I have read reviews online of Carrington Mortgage and apparently they have prior lawsuits for prior unlawful practices of charging customers unlawful fees. My biggest question is why I was sent to foreclosure on the 108th day vs. the 120th day I should have been given while having already requested mortgage assistance in beginning of XXXX  2025 as you will see attached and why they refused my attempt to pay the full delinquent amount of {$6500.00} when I called them directly and spoke to XXXX  on XXXX0/25 which was still within the 120 day period allowed before being sent to foreclosure which they began foreclosure on XXXX/25 according to them which is why they refused my payment on XXXX/25 according to them. Please help me because they don't help me and REFUSE to answer my questions and don't give clear explanations but I have attached ALL the evidence which is a total of 6 document pictures ALL sent to me by them to prove I'm not lying. I would like you to be aware of what they are doing to me because maybe there's other customers they are doing it too also and that way you can monitor their practices.

Company response to consumer: Closed with explanation