Consumer complaint received 2023-03-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: MI

Complaint narrative:
My mortgage loan was purchased by Carrington Mortgage and my previous mortgage company sent me a letter notifying me of the purchase. After not receiving any information on how to make my payment, I googled Carrington Mortgage, called them and asked how much and where my payment should be sent. They said I had an outstanding balance so I paid that. They told me to keep paying the same amount I was paying with my old mortgage because they didn't do an escrow audit yet. I put my payment on automatic through my bank and paid them by the first of the month every month the full amount. Mid year I was cosigning on a loan for a relative and found out that my credit score had dropped almost XXXX pts XXXX to XXXX or so depending on where I looked. The loan was rejected. I called Carrington again and they said I had fees and a different escrow amount so none of my last few payments were credited to my account, rather put into a non-processing holding area. I again paid the fees and the total amount due and adjusted my automatic payment to the new escrow and mortgage amount. I wrote them several letters, talked to many agents and was consistently told that I could not fix the problem. My credit score dropped by almost XXXX points and they kept charging me fee after fee for months while I was trying to make everything straight. 

While I was talking to an agent I asked how I could eliminate the property taxes coming out with my mortgage payment. The agent told me there was no option for me to pay my own taxes. Toward the end of last year when my property taxes were due I wrote them another letter asking what my options were to eliminate my taxes being included in my mortgage escrow payment they responded with other information but no answer to the question. 
I found out they bought the mortgage with my mailing address being out of date from the old mortgage company but they did have my correct phone number and my email address correctly documented. They claimed that they called me many times to tell me the escrow has increased so I could adjust my payment. I never received a letter, voicemail or email. Late last year I answered one of the calls after identifying the company from an earlier call so it was taken off my phones spam list. When I answered the call, there was no one on the line so I called them back and got the robot. It was a robotic call with no opportunity to communicate. The document they sent me showed they had called me several times but they were at odd hours even for XXXX, these calls were from robots with no opportunity to communicate. 

Since they bought my mortgage, I wrote them several letters, talked to many agents and was consistently told that I could not fix the credit problem. I value my credit score and haven't missed any type of payment in many many years and my credit score dropped by almost XXXX points and they kept charging me fee after fee for months while I was trying to make everything straight because I kept getting different stories from different agents. Each new agent told me that the old agent was wrong and this is the way to fix it... pay more fees and money. 

While I was talking to an agent I asked how I could eliminate the property taxes coming out as escrow with my mortgage payment. The agent told me there was no option for me to pay my own taxes. Toward the end of last year when my property taxes were due I wrote them another letter asking what my options were to eliminate my taxes being included in my mortgage escrow payment and there was no answer to the question. 

I would like your support in bringing this company to justice, it is so frustrating an unfair to be in this position when my intentions are so straight forward. I have suffered severely mentally trying to figure out how this could happen to me and how to fix it.

Company response to consumer: Closed with explanation