Consumer complaint received 2020-12-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: CT

Complaint narrative:
XX/XX/XXXX, I informed Carrington Mortgage Co that I was out of work on a job injury and would have a problem with my monthly payment. They told me no problem I would be sent forms to set up a repayment plan. 

XX/XX/XXXX, I received the forms and filled them out and mailed them. 
a few weeks later I received notice that forms were missing and I was denied a repayment but could appeal. The reason was information was missing but not specified by them. 

XX/XX/XXXX, I received more documents from my employer and filed an appeal. I mailed all papers to carrington. 

XX/XX/XXXX, I again received notice that my repayment plan was denied. But I could appeal again. I told them I could pay my loan in payments and was told I needed to be sent a final value fee notice for reinstatement. which would take a few weeks to receive. 

XX/XX/XXXX. I called because I had not received the document that I was supposed to receive. I was told that they were sent and to give a little more time. 

XX/XX/XXXX. I called back because the documents did not come. I was told that it would be faster to have them emailed. I verified my email address and was told it would take tn to fourteen days, to keep an eye on my email. 

XX/XX/XXXX. I contacted them again and said that I had not received the forms in my email. I was told they would resend them and to keep checking my email and spam folder. 

XX/XX/XXXX, Still no forms by email so I called again. I was told that my mortgage was sent to an attorney for the start of foreclosure and now I had to wait for them to get legal fees and send me forms. I couldn't make any payments because I needed the exact amount or my payment would be sent back to me. 

XX/XX/XXXX. I called Carrington and was told they were still waiting for the attorneys office to respond to them with information. 

XX/XX/XXXX. I called again and was told they were still waiting for the attorneys office to get back to them. That it may take a while to be patient. 

XX/XX/XXXX, I received forclosure papers from the court. I called Carrington and was told they would now contact the attorney for the information but because of the pandemic it may take a very long time so be patient. I explained about the court documents and was told to file whatever I needed to as a precaution but they would get baak to me. 

XXXX, XXXX, XX/XX/XXXX. I tried calling Carrington and got a recording saying because of the pandemic I should use there website for contact, then the call would be ended. I couldn't get on the site because of the foreclosure status of my loan. 

XX/XX/XXXX. I called the attorney for Carrington that was on the court papers. I explained the entire situation and asked them if they could contact Carrington as I could not. They said they would try and if possible have someone get back to me. Needless to say no reply. 

XXXX, XX/XX/XXXX No contact except for a notice saying my loan payments were deferred for sixmonths due to the pandemic. 

XX/XX/XXXX. I finally got in contact with a person at Carrington who after an intense exchange of the situation, I was told that I would be sent the information I needed. Called reinstatement paperwork. After verifying my contact info again and finding out that this time they had my wrong phone number and email address. I requested the forms be sent by mail. I was told I should receive the information XXXX XXXX. As of the date of writing this XX/XX/XXXX still no paperwork...

Company response to consumer: Closed with explanation