Consumer complaint received 2024-12-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: AZ

Complaint narrative:
on XX/XX/XXXX I got a letter from my insurance company saying my insurance due on XX/XX/XXXX was being cancelled due to non payment by my mortgage company Carrington Mortgage. I called Carrington and they said they were aware of the sitution but they would get ahold of my insurance company to get this resolved and paid as I was leaving town for several days and didn't want to leave my house without insurance. I also contacted the insurance company and they sent me information to send to Carrington to help resolve this so I did that.

I called Carrington and insurance company when I got back in town on XX/XX/XXXX and they still hadn't taken care of it. I asked for a supervisor and this person XXXX promised to get it resolved. then called back on XX/XX/XXXX and they said it was an address problem ( first I heard of this ) and that the paper work that they had didn't show the current physical address so they couldn't pay the bill even though the address they showed matched the closing documents and the information that I had on my address as well as the same insurance company and insurance account number that they had paid since XXXX... I finally had to go out to the XXXX county assessor site to get my situs address from there and print it out and faxed it to them. I was assured that would fix it. 

I called back on XX/XX/XXXX and they still hadn't taken care of it so I had to refax the information to them. then called back on XX/XX/XXXX and it still wasn't paid but the person I first talked to did show that the address I sent was on my account. I finally talked to XXXX the supervisor in the escrow insurance area. I was on hold for about 20-30 minutes ( on call for 45 minutes ) while she called and talked to the insurance company to give them the payment and make sure that they accepted the payment on the policy that I got the cancellation letter when this all started this process. When XXXX got back on the phone with me she assured me it was paid and policy was reinstated back to the original policy date. I asked to to write me a letter explaining what happened and why it took so long for them to pay the amount of my escrow account & to mail it to me. so I had it for my records. She refused to this and said she wasn't allow to. I asked for something documenting what happened and she again refused. I asked for the contact information for her boss/oversight and she said they weren't available and I said I wanted the mailing address and name so I could send a letter requesting the information / documentation for my records. but she again refused. 

I then went out and found and email address for their president as follows : XXXX XXXX, President of Carrington Mortgage, is ( XXXX ) XXXX. His mobile number is ( XXXX ) XXXX, and his email address is XXXX. I sent and email to the XXXX about this and posted an comment on their XXXX  page. No reply back or comment. 

infact during this whole time- they haven't called or written me back or provided any type of help except with me calling them. 

Today I got a letter from my insurance company saying they couldn't accept a payment on a closed account and sent me a check in refund!!! so apparently when XXXX from Carrington " talked '' to them while I was on hold and got it " reinstated '' didn't do what she said. So I STILL don't have insurance and am so frustrated. I have wasted so much time trying to get insurance on my home paid and reinstated. I am a business owner and my time is money to me. so I have probably lost {$1500.00} in billable time by having to deal with this. 
Please send me any ideas on how I can resolve this with Carrington. I'm contacting my insurance company tomorrow to see what I need to do. but I don't have any proof from Carrington showing this is their fault and NOT non action on my part... 

also during this time they mangaged to send me emails and phone calls about applying for a HELCO or other services through them.

Company response to consumer: Closed with explanation