Consumer complaint received 2015-04-24 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: KS

Complaint narrative:
I have owned my home since XXXX, I have gone been through XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, and now Carrington Mortgage XXXX. I have never had an issue until last year when my loan was sold to Carrington Mortgage. My husband and I filed a chapter XXXX bankruptcy in XXXX, we were both irresponsible in our finances. When we got married and decided to have a family, we wanted to own up to our mistakes and pay back what we could as a reminder to be fiscally responsible. Before Carrington took over the loan we received a goodbye letter from XXXX that said to forward our payments to Carrington, to keep paying what we were paying and that we would receive a welcome letter from Carrington at a later date. That was in XXXX of XXXX. We continued paying and received nothing from Carrington. I called the company when we did n't get our regular statement and was told that it would be sent out, I also could not get online to view my statement or account information. I was told I was locked out of the account due to bankruptcy. I told them my home was a secure debt and had nothing to do with our bankruptcy. I was told they could only go by what the computer told them. I called numerous times for a welcome letter and statement with a promise of getting one sent, all we received were Service Member Disclosure Act letters, several of them. The only instruction I received was to keep paying what we had been paying. In XXXX I received our XXXX default letter stating that we had not payed payments from XXXX - XXXX and that our escrow was short so our payments jumped from {$720.00} to {$1000.00}, we had ten days to make the entire payment or they would file a motion from automatic stay. When I called CM I talked to a representative that confirmed that they had not sent anything to us explaining a pay plan that gave an option for 12, 24, 36, and 48 months to correct our escrow shortage. Since I had not responded they assumed I wanted to pay the shortest amount of time. Because I had not received anything dictating changes she apologized and said the situation would be rectified she would call to stop the default send a statement, welcome letter, and escrow shortage explanation. When I asked about payments she told me to continue paying as it was their error and we would receive a change of payment in the mail with our new amount. Our credit report was reported delinquent and I received another default letter XXXX saying that we have made no payments from XXXX @ {$780.00} times XXXX and XXXX @ {$890.00} totaling {$3200.00} if we do not pay the full amount there is a default under the terms and conditions of the note dated XXXX XXXX XXXX and if not cured in ten days they will file a motion of automatic stay. I have been passed to XXXX people who have " reworked '' and " analyzed '' ( manipulated ) my file, no welcome letter, not periodic review, no statement, no call back, no explanation as to why or what is wrong with my file, just that we were behind and not paying. 
I went to the XXXX, pulled our payment history from last year to present date and conference called and recorded the call from the bank with my cosigners, Bank specialist, and myself present. We proved we had in fact been making payments and not behind. We were told it was their system not " catching up '' and to disregard the default letters. My payment history states there are payments from XXXX being applied to XXXX payments. Many payments are noted that thought they were due per month, which they all have been paid on the same day. " reworked '' I asked about the welcome letter that was supposed to dictate the rules of engagement she said the system had n't sent all of them out yet. ( I have been with this company for just over a year. ) The women now assigned to my case ( supervisor ) refuses to speak with me as I now record my calls with -- Continued ...

Company response to consumer: Closed with explanation