Consumer complaint received 2026-04-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: FL

Complaint narrative:
I am submitting this complaint regarding the handling of my mortgage account and repeated failure by my mortgage servicer, XXXX XXXX XXXX by Carrington, to provide meaningful loss mitigation options and accurate servicing of my loan. My loan is currently in forbearance until XX/XX/year> ; however, I have repeatedly requested assistance beyond short-term repayment solutions, specifically requesting a loan modification or other long-term resolution that would allow me to remain in my home and bring my mortgage current in a sustainable way. Despite multiple requests over several months, I have consistently been offered only high monthly repayment plans or temporary forbearance extensions. I have not been provided with a loan modification review or any permanent solution to address my arrears, even after explicitly requesting escalation and full loss mitigation review. I have submitted three separate escalation requests via email and have not received any meaningful response or resolution. When attempting to escalate by phone, I was repeatedly transferred or placed on hold without ever being connected to a supervisor or loss mitigation escalation specialist. During my most recent call ( XX/XX/year> ) with a loss mitigation supervisor, I was informed that I am not eligible for a loan modification due to unemployment. I was further told that the investor could not provide any other options because I am currently unemployed and that it was understood I would not be able to repay the loan. This was communicated as a general determination rather than a review of individualized loss mitigation alternatives. In addition, I am deeply concerned about a servicing error. During a recent call, I discovered that my loan number was being associated with a different property and/or a different borrower. I was not provided a clear explanation or correction at the time. This combination of issuesincluding lack of escalation, failure to provide full loss mitigation review, and potential servicing inaccuracieshas left me without clear options and at risk of losing my home, despite my continued willingness to resolve the delinquency. I am requesting : A full and complete review of all available loss mitigation options under investor guidelines, including loan modification options A written explanation of the denial of modification and any assumption that no repayment options exist due to unemployment A full audit and correction of my loan records to ensure my account is properly matched to the correct borrower and property Proper escalation of my account to a loss mitigation supervisor or review department A sustainable solution that resolves arrears long-term rather than short-term repayment plans I want to keep my home and resolve my mortgage in good faith, but I need accurate servicing, individualized review of my options, and access to appropriate loss mitigation evaluation that has not been provided despite repeated requests.

Company response to consumer: Closed with explanation