Consumer complaint received 2021-11-18 00:00:00
Product: Mortgage — FHA mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: PA

Complaint narrative:
Carrington MortgageXXXX collector is my lender for my home. XX/XX/XXXX I was in finally underwriting with new lender. I was late making that months payment due to medical reasons. 
I received my monthly statement from Carrington upon reading this as several times before I felt harassed, threated, bullied, singled out as this was another Foreclosure and loss of my home threat if they don`t receive payment for XXXX by XX/XX/XXXX. I contacted Carrington`s Assistance Mortgage department. I explained that i was late due to medical and asked if i was going to loose my home. Department personnel I was speaking with said no I`m no where close to that point and Carrington does this to get a quicker response. I then asked will this be reported the Credit Bureau`s cause I`m in final process of re financing, She explained no I was approved to receive help from their program that no reporting is done while you are getting assistance from them. I made my XXXX payment that day and advised to call back in about 2weeks to see where I`m at for making XXXX 's payment. Refinance company had sent out pay off request to Carrington 2 weeks before this. Refinance company did their final pull third week of XXXX and notified me that I have a late payment on my Credit report from Carrington and they where no longer able to go forward and loss of refinancing of my home will be closed due to the reporting to Credit Bureau`s by Carrington mortgage. I disputed with credit bureau`s and Carrington cause I was told while getting assistance through Carrington`s program no reporting would take place. I pleaded several times with Carrington`s Customer Service with negative results. 
I made XXXX 's payment last week of that month to bring current status and before their foreclosure deadline they gave me. I tried again and made certain I was place with someone who had Authority in discission on them reporting me. I explained to the gentlemen that not only was I reported late but was reported that I was no more than XXXX late he briefly looked at my dispute and said it wasn`t them who reported not more than 2 months late, but did say due to being 30 days late it was reported. I explained that I was told this wouldn`t be reported. He explained to give him 4 days to investigate and review the phone conversation to verify my claims. 
I tried contacting him but customer service said they are trained to take these calls. I advised reason for call and placed on hold. Moments later she advised that discission stands and they have no record of my claims as to being in program or being told this wouldn`t be reported to Credit Bureau`s . I loss my refinance, I was lied to then insinuate that I was lying. I feel that this was deceitful, dishonest, spiteful and singled out because my XXXX. They have given me a hard time since day one I feel cause my XXXX check comes after their grace period and i have to pay monthly late charges have to Pay to Pay. Under the FCRA doesn`t it say rule XXXX prohibit debt collector furnishing information to consumer reporting agencies to communicate with the consumer first. Also Doesn`t this violate FDCPA 806 Or does this not apply cause Carrington has 2 types of business operating as one. How do I or consumer know who their speaking with when Carrington calls is debt collector or my mortgage company. Has the FCRA approve of this type of business procedures cause I feel this is conflict of interest not knowing whom your speaking to on phone and able to make decision on my status of home whether or not I live there unless monies are paid by certain date.

Company response to consumer: Closed with explanation