Consumer complaint received 2026-01-22 00:00:00
Product: Mortgage — Reverse mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: FL

Complaint narrative:
Servicer : Carrington Mortgage Loan Number : XXXX Claim Number : XXXX I am the Power of Attorney for the borrower on a reverse mortgage serviced by Carrington Mortgage ( Loan # XXXX ). The servicer 's loss draft department is withholding insurance claim funds without adequate explanation and has failed to respond to written requests for information. 

Background : The property suffered damage and an insurance claim was filed for {$39000.00} ( Claim # XXXX ). Funds are held by XXXX 's loss draft department pending completion of repairs. 

Timeline : XX/XX/XXXX : Roof repair completed ( {$20000.00} ) XX/XX/XXXX : Inspection confirmed 70 % of overall work complete XX/XX/XXXX : Partial disbursement released ( {$14000.00} + {$1100.00} = {$15000.00} ) only 39 % of claim, not 70 % XX/XX/XXXX : Phone call with loss draft department ; representative provided inconsistent explanations for why additional funds had not been released XX/XX/XXXX : Written request for itemized disbursement explanation sent, requesting response within 10 business days XX/XX/XXXX : No written response received XX/XX/XXXX : Phone call with representative who stated an " exception '' would be submitted ; no timeline or documentation provided The disbursement discrepancy : XXXX 's own inspection on XX/XX/XXXX confirmed that 70 % of the repair work is complete. Based on their stated policy of releasing funds according to work completion percentage, {$27000.00} should be available for disbursement ( 70 % {$39000.00} ). However, only {$15000.00} has been releaseda {$12000.00} discrepancy that no representative has been able to explain. 

On XX/XX/XXXX, I called the loss draft department and was given conflicting explanations for why funds were being withheld. Because I could not get a clear answer verbally, I submitted a written request the following day asking for an itemized breakdown of disbursements and holdbacks. That request has gone unanswered for over three weeks. On XX/XX/XXXX, a representative stated they would submit an " exception '' to release roofing funds but provided no confirmation number, timeline, or written documentation. 

Impact : The roof replacement was completed on XX/XX/XXXX. I paid the contractor {$15000.00} from released funds, but still owe {$5000.00} for work that was finished nearly two months ago. The contractor is actively seeking payment. I am concerned about a mechanics lien being placed on the property because XXXX will not release funds for verified completed work and will not explain why. 

Previous issue ( now resolved ) : The account previously showed a false delinquency status due to an outdated mortgage clause on the insurance policy. This has been correctedan amended declarations page was submitted and accepted. 

Requested resolution : Provide an itemized written explanation of how disbursements are calculated, including all holdbacks and their reasons Release funds consistent with the verified 70 % work completion ( {$27000.00} total, meaning an additional {$12000.00} ) At minimum, release sufficient funds to pay for the completed roof repair ( {$5000.00} additional needed ) Respond to written correspondence in a timely manner Supporting documents provided : Power of Attorney documentation XX/XX/XXXX written request ( unanswered ) XX/XX/XXXX inspection report showing 70 % total completion ( roof 100 % complete ) Roofing contractor invoice ( {$20000.00} ) Disbursement records showing {$15000.00} released

Company response to consumer: Closed with explanation