Consumer complaint received 2023-03-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: IL

Complaint narrative:
Carrington Mortgage bought my mortgage from XXXX XXXX whom I was having trouble with. XXXX had put me into what seemed like an unofficial forbearance when I asked them about lowering my mortgage payment due to a reduced income/rising expenses. Nothing was ever said about an end date, etc. 

The people I spoke with at XXXX were always very nice and polite, but somehow, nothing was ever accomplished despite repeated assurances that there were programs available they could put me into. Then they would not accept any payments from me. Eventually this ended up in court, but nothing was ever decided.

Eventually Carrington bought my mortgage ( along with many others ) from XXXX. Even after Carrington bought the mortgage, XXXX was still taking me to court. When I told the judge that I had been notified by Carrington that they had bought the mortgage, XXXX 's lawyer claimed that he had no knowledge of the sale. The judge ended the session and that was the last I heard of XXXX XXXX. 

I was so happy to start anew and filled out all the necessary paperwork for Carrington regarding my income, expenses, etc. Very quickly Carrington sent me info on my new loan, and I was surprised to find it was higher than my old mortgage and more than the budget I sent to Carrington could afford. I contacted Carrington and nothing was ever really decided. About this time I found out that Carrington Mortgage had a large number of complaints filed against them.

Carrington has never made any efforts to work with me or make changes. On occasions someone from Carrington will try to call me on my cell phone ( usually when I am at work ), but they never, ever leave any messages. To make it worse, Carrington has been having problems with their website, and not only can I not pay my mortgage through their website, I can not even access my account through their website. Trying to get in is a never ending merry-go-round of new user names or passwords, not of which ever work despite following their instructions to the letter. Their customer service people are very pleasant, but have never been able to actually help resolve these issues. I am going to try to see if I can make a payment over the phone with XXXX of their representatives today. 

I have been trying to stay with Carrington because I got the loan at a time when the rates were lower than they are now. A new loan with a ( hopefully ) more responsive lender would cost me more according to the lenders I have talked with.

Having read through many issues about mortgage fraud, I can't help but feel this inactivity makes Carrington look like they may be only trying to keep this looking like a legitimate enterprise while wanting to profit from being able to foreclose by preventing borrowers from making payments. I would like to hope I am wrong. 

I usually communicate via email or text so I have a written record of what was said, etc. Feel free to contact me a XXXX or text me at XXXX. I am usually busy at work during most weekdays, so I may not be able to answer as quickly as I would like. 

Thank you very much! 

XXXX XXXX XXXX

Company response to consumer: Closed with explanation