Consumer complaint received 2024-10-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: MI

Complaint narrative:
I switched mortgage insurance companies in middle of XX/XX/year>. They updated this information on my mortgage account. The home owners insurance asked why they hadnt been paid the policy from my escrow and no information was showing on my mortgage account. I call Carrington Mortgage LLC. to inquire on what was going on. I spent over 3hrs. on the phone, transferred between 5 different employees and none of them could figure out what was going on. Most of the employees kept telling me they paid my policy in full but that wasnt true because home owners still had yet to be paid. After several hours and call transfers someone figured out one of their employees noted my account stating my policy was paid in full but failed to disperse a check for the payment. They had to expedite a check to pay my insurance company for home owners policy so it didnt lapse! I was told I had a $ XXXX shortage in my escrow account, at this time I made a {$1800.00} payment and was told to call in a couple days to see what my new mortgage payment would be for the coming year. I was told repeatedly when I called back this time ( XX/XX/XXXX ) that everything was paid, squared away, no escrow shortage, and told what my new mortgage payment would be going forward for a year starting XX/XX/XXXX. They mentioned in this call that my escrow was now {$1300.00} over and they had to send me a check because the overage was now too high. I waited 6 business days and still had not received my escrow refund, I decided to check my account for any new documents and noticed that day ( XX/XX/XXXX ) now a THIRD escrow analysis was ran, and now I have over a {$700.00} deficit in my escrow. I noticed the numbers listed were not adding up and very far off from the one a week previously when I was reassured everything was done and taken care of! They had my insurance policy listed at nearly {$600.00} MORE than I KNOW it is! XX/XX/XXXX call Im told to wait a couple more days to see if my reimbursement shows up. I also tell their customer service that they have grossly miscalculated numbers and my insurance policy price is listed incorrectly. This employee argued with me that my policy was more than I KNOW it is, and claimed they paid what the home owners insurance billed them. Another two hours and 3 call transfers later they figured out they mismanaged my account AGAIN! Now, someone put my policy price in wrong and they over paid my home owners insurance by nearly {$600.00}! I was basically told it was out of their hands, good luck, call the insurance company and tell them they were overpaid from my escrow ( by Carrington ) and request the overpayment so I can again, cash the check and have to redistribute it back into my escrow! Then, they would expedite a FOURTH escrow analysis that will take a week to complete and THEN I will know the correct amount of shortage/overage of escrow and what my mortgage payment will be going forward. Nobody knows what is going on within this company, there is clearly no oversight in managing peoples funds, no one is on the same page or knows what is going on within the company. This place is severely incompetent and shouldnt be allowed to operate with peoples financials!!!

Company response to consumer: Closed with explanation