Consumer complaint received 2026-04-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: FL

Complaint narrative:
I am submitting a targeted complaint against Carrington Mortgage Services , LLC regarding Loan No. XXXX for XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXX XXXXXXXX. This complaint is not a repeat demand for all documents. It accompanies a targeted RESPA Notice of Error / Request for Information sent to Carringtons designated QWR / Notice of Error / Information Request address and fax. Carrington has repeatedly answered only in summary form while refusing to provide the event-to-event reconciliation that its own records now make necessary. The core problem is loan reconciliation. My records show the loan originated around XX/XX/XXXX at {$400000.00}. A XXXX modification approved XX/XX/XXXX set modified principal at {$420000.00} effective XX/XX/XXXX. XXXX records then show a later principal adjustment/reset around XX/XX/XXXX to about {$440000.00}. A BOA/BAC statement dated XX/XX/XXXX fixed the account at about principal {$440000.00}, escrow negative {$18000.00}, past due {$40000.00}, partial payment balance {$1100.00}, and amount due {$5400.00}. XXXX then reset the payment effective XX/XX/XXXX to {$4200.00}. XXXX XXXX XXXX proof of claim then asserted principal {$440000.00}, cure amount {$310000.00}, total claim {$720000.00}, and XXXX installments due. The XXXX XXXX XXXX permanent modification showed unpaid principal {$440000.00}, new money {$290000.00}, and modified principal {$740000.00}. Carringtons XXXX modification showed prior principal {$720000.00} and deferred principal {$130000.00}, producing a modified unpaid balance of about {$860000.00}. Carringtons late-XXXX / XXXX figures then showed unpaid amounts {$200000.00}, prior deferred principal {$130000.00}, new deferred principal {$91000.00}, new principal {$830000.00}, and modified principal {$920000.00}. Carringtons later CFPB responses referenced current principal figures of {$810000.00} on XX/XX/XXXX and {$800000.00} on XX/XX/XXXX, but still did not provide a clean life-of-loan bridge. The specific problems are : ( 1 ) failure to provide a complete life-of-loan payment and capitalization reconciliation ; ( 2 ) failure to explain the XXXX XXXXinstallment delinquency narrative in light of earlier capitalizations/reset and later BOA postings to old due months ; ( 3 ) possible escrow duplication or layering across arrears, escrow shortages, advances, payment changes, and later capitalizations ; ( 4 ) failure to explain the {$18000.00} difference between the XXXX cure amount and the XXXX new money ; ( 5 ) failure to explain the XXXX deferred-principal amount and the late-XXXX / XXXX unpaid-amount / deferred-principal restructure ; ( 6 ) failure to explain reversals, repostings, suspense / unapplied balances, and XX/XX/XXXX capitalization entries; and ( 7 ) failure to substantiate adverse credit reporting month by month with the bureau-furnished support Carrington says exists. This issue is material and not duplicative because Carrington has continued changing balances and relying on new factual assertions while refusing to produce the underlying worksheets and ledgers. Bankruptcy trustee records also show mortgage-related disbursements that must be traced into the loan math, including {$28000.00} to XXXX XXXX XXXX XXXX XXXX XXXXXXXX in XXXX XXXX XXXX XXXX XXXX case and {$50000.00} plus {$3500.00} to Carrington / related mortgage payees, along with the trustees final report showing {$99000.00} in allowed secured treatment tied to Carringtons claim. My complaint is that Carrington must explain where those payments went and how they flowed into later balances, arrears, escrow, deferred principal, and credit reporting. I want Carrington to provide the documents it actually relied on and a corrected written reconciliation. If it can not substantiate the account, it should correct any inaccurate delinquency reporting, capitalization, deferred-principal treatment, escrow / insurance treatment, and balance reporting.

Company response to consumer: Closed with explanation