Consumer complaint received 2025-06-24 00:00:00
Product: Mortgage — VA 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: NC

Complaint narrative:
XXXX XXXX Phone : ( XXXX ) XXXX Email : XXXX Date : XX/XX/XXXX Re : Carrington Mortgage Services , LLC XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXXXXXX XXXX, CA XXXX I am writing with deep concern and urgency regarding my recent loss mitigation application, which was reviewed.. 

My husband, XXXX XXXX XXXX, the primary borrower on this mortgage, tragically passed away. As his surviving spouse, I have made every good-faith effort to maintain our family home. Despite multiple attempts to make partial payments and pursue available hardship options, I have been repeatedly denied assistance and have even had my payment portal access revoked. 

I am confused and disheartened by the denial of every loss mitigation option except XXXX XXXX, as outlined in your notice dated XX/XX/XXXX. I respectfully disagree with these decisions, especially given the exceptional and life-altering circumstances surrounding the death of my husband and the financial distress that followed. 

As a widow navigating both emotional and financial hardships, I have done everything within my power to work with Carrington in resolving this matter. The refusal to accept payments and the lack of meaningful alternatives beyond selling my home places me at risk of homelessness, despite my willingness and intent to resolve this delinquency. 

I am formally requesting the following : 1. Immediate reinstatement of my online payment portal so I may resume making regular or partial payments.

2. A reassessment of my loss mitigation application, with consideration for the death of the borrower and the protections afforded under the Fair Housing Act and applicable state/federal laws.

3. Access to any surviving spouse relief options that may exist under VA loan guidelines or under investor allowances. 

Legal Basis and Supporting Case Law : - Under the Fair Housing Act ( 42 U.S.C. 36013619 ), lenders are prohibited from discriminating against individuals based on familial status, which includes surviving spouses. 
- In XXXXXXXX XXXX XXXXXXXX ' l XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX ( Mass. XXXX ), the court reinforced the requirement that mortgage servicers and lenders must follow procedural requirements before foreclosing, including proper review and communication. 
- The Real Estate Settlement Procedures Act ( RESPA ) under Regulation X ( 12 C.F.R. 1024 ) mandates that mortgage servicers provide access to loss mitigation options, and failure to properly evaluate a borrower 's application can result in legal consequences.

I am prepared to provide death certificates, hardship documentation, and any additional verification needed to move forward. I am pleading for Carrington Mortgage Services to review my case with compassion and fairness.

If no relief is provided, I will be forced to escalate this matter by submitting complaints to the North Carolina Office of the Commissioner of Banks and the Consumer Financial Protection Bureau ( CFPB ), as well as pursue legal counsel to ensure my rights are protected. 

Please consider this a time-sensitive and critical appeal. I look forward to your immediate response. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation