Consumer complaint received 2024-04-01 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: VT

Complaint narrative:
Good afternoon, My spouse and I have a mortgage with Carrington Mortgage Services. We fell behind during COVID-19 due to a job change, a reduction in VA Comp rating , and increased symptoms from my XXXX XXXX. I applied for and was assigned a mediator from the state of Vermont and received funds from the VT Homeowners Assistance Fund. We asked for a Loan Modification, and after nearly a year of meetings, paperwork, revisions, and messages, sometimes without timely or accurate responses that further delayed progress, the loan modification was in our hands, signed, notarized, and shipped. To our surprise ( perhaps at this point, we should have known better ), just after Carrington received the Loan Modification, we received a notice that it had been canceled because they did not receive the loan documents in time. Unfortunately, this is not accurate. Yes, the documents were technically out of date. However, that is only due to the extremely slow response I received when I had questions regarding the accuracy of the final payment amount and escrow and the date the lender assigned to the paperwork ( only XXXX calendar days to review, sign, and notarize ). More importantly, we had been told by several Carrington representatives when they finally did respond to my questions, and we had a meeting attended by XXXX Carrington employees and their attorney regarding the loan modification documents that the stale date was not important and that we could submit them even though the date had expired. This is not the only instance of the constant obtuse and seemingly deliberate behavior of this lender and the people who work for them. In fact, we are almost a month since we received the cancellation notice, and we still do not have another arbitration meeting scheduled because the lender has not made representatives available or the lender 's attorney has not asked for lender representation. Either way, we are in foreclosure even though we have made a good-faith effort to remedy this status. This matter should not have taken this long or been upsetting and arduous when we actively participated in the process.

What follows is information provided to the VA and then relayed to me regarding this process : The VT HAF funds in the amount of {$30000.00} was received on XX/XX/XXXX The borrower was reviewed for mortgage assistance and deemed eligible on XX/XX/XXXX for a VA traditional modification with a XXXX trial payment plan. 
The trial payment plan was from XX/XX/XXXX through XX/XX/XXXX at {$2600.00} per month. We received all XXXX trial plan payments. 
The final terms of the loan modification were approved on XX/XX/XXXX. 
The documents were prepared and sent to the borrowers for execution on XX/XX/XXXX. The loss mitigation workstation was closed on XX/XX/XXXX as we had not received the executed documents back from the borrowers. 
We made XXXX unsuccessful contact attempts prior to closing the loss mitigation workstation. Our records indicate that we received the executed documents on XX/XX/XXXX which was after the workstation was closed. The documents were XXXX  but failed due to the notarys name and commission expiration date being illegible due to a notary stamp obstruction on page XXXX of the loan modification agreement. 

I have been in constant contact with the lender 's attorney and the mediator, not the constant harassing phone calls ; why is there no mention to either of them that there were any problems with the loan documents and we were given a chance to remedy them? It is as if Carrington ignores anything discussed in those meetings. Why was it closed after being told the date of the loan mod packet didn't matter? Why do I receive no response from the lender 's attorney after nearly a year of process?

Company response to consumer: Closed with explanation