Consumer complaint received 2022-11-29 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: WA

Complaint narrative:
I missed the deadline. I never got the paperwork in the mail, I responded to the call that I received on XX/XX/XXXX, only to be told that they tried to email me and the email said that the phone line was poor so I needed to contact my Rep. XXXX to talk about what I needed to do with the paperwork. I didn't get the phone instructions and I never received any mail and speaking with Rep. XXXX, she couldn't find proof that documents were mailed to me/ my address. I did write to my Rep. XXXX an e-mail on XX/XX/XXXX telling her that I didn't get the mail, she has not responded. I called twice and requested for consideration given the fact that I did not receive the paperwork. Today XX/XX/XXXX, I received a letter in the regular mail asking me to submit a complete request COVID LOSS MITIGATION by XX/XX/XXXX. Required docs ; - XXXX XXXX consecutive days of computer generated pay stubs displaying year to date earnings - XXXX XXXX executed IRS XXXX XXXX XXXX XXXX XXXX executed Request for Mortgage Assistance application ( XXXX )- all pages required pages. 

COMMUNICATIONS EVIDENCE OF WHAT HAS HAPPENED. 
I CAN NOT TRUST WHAT THEY ARE DOING XXXX TOLD ME NOT TO SEND DOCUMENTS AM IN REVIEW SINCE XX/XX/XXXX AND THE LATEST LETTER DEMANDING DOCUMENTS IS WRITTEN ON XX/XX/XXXX. 

From : XXXX XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX  To : XXXX XXXX XXXX Subject : Re : XXXX XXXX Notarize? 
Hi XXXX, Please give me a call I didn't see this email and I responded to a missed call today and found that you were emailing me instead. I need to know what happened to the notarized paperwork I sent from XXXX  XXXX? 
Why do I need to sign/notarize from Carrington.? 
Please call back if you have to. 
Thanks XXXX XXXX On Thursday, XX/XX/XXXX at XXXX XXXX XXXX, XXXX XXXX XXXX wrote : Good Morning! I have great news for you. Your modification was approved, and your modification docs have been sent out to you. Is there a good number and time to reach you by phone to go over everything? 
XXXX XXXX XXXX, XXXX XXXX Department Carrington Mortgage Services , LLC NO RESPONSE -- -- - Forwarded Message -- -- - From : XXXX XXXX XXXX To : XXXX XXXX XXXX Sent : Saturday, XX/XX/XXXX at XXXX XXXX XXXX  Subject : XXXX : loan # XXXX Hi XXXX, Thank you for this quick response. 
This message dated XX/XX/XXXX. My understanding was that if I got the notarized copies from my former mortgage service XXXX, then I didnt need to start all over. And if you are telling me to send notarized documents are they these attached in this mail or should I have received some in the regular mail. I want to respond ASAP. I need to know what I need to notarize? 
Thank you. 
XXXX XXXX NO RESPONSE I received a letter from Carrington on XX/XX/XXXX requesting that due to an incomplete documents my application was denied and to provide documents by deadline XX/XX/XXXX or I go into foreclosure and credit report : This morning XX/XX/XXXX, I called and spoke with the customer service team XXXX, she told me that I dont need to send any of the documents requested and I wanted it in writing and she emailed it. I asked her to check when the notarizing documents were mailed to my address and she said there was no record. I asked to talk to her supervisor and she is out for lunch, she said I should expect a call from them sup visors within 24 hours. 
The day is over and i have not received a phone call yet. 
TWO EMAILS CONFIRM THAT i SPOKE WITH THE COMPANY AND THE STORY HAS CHANGED AND I DON'T NEED TO SEND ANY MORE DOCUMENTS SINCE MY REVIEW BEGAN IN XX/XX/XXXX, AND YET MY LAST LETTER FROM THEM IS DATED XX/XX/XXXX? 
From : XXXX XXXX XXXX To : XXXX XXXX Sent : Monday, XX/XX/XXXX at XXXX XXXX XXXX  Subject : XXXX - Mortgage Account Update Hello XXXX XXXX, Thank you for calling in today. You are currently in streamline review for your acount, no additional documents are needed at this time. Review should be completed within the next week or 2 and once complete we will be sending you out those documents to sign and notarize. 
Sincerely, XXXX XXXX |Special Servicing XXXX Carrington Mortgage Services , LLC . 
To : XXXX XXXX Sent : Monday, XX/XX/XXXX at XXXX XXXX XXXX Subject : RE : XXXX - Mortgage Account Update Hello XXXX XXXX, The modification documents will be mailed to your address, we can also email you a copy once the documents are generated. For now, please disregard the letter you received on XX/XX/XXXX. No additional documents are needed at this time, thank you! 
Sincerely, XXXX XXXX |Special Servicing Specialist Carrington Mortgage Services , LLC .

Company response to consumer: Closed with explanation