Consumer complaint received 2022-07-24 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: FL

Complaint narrative:
On XXXX XXXX I started to have XXXX symtoms. I went to the XXXX  room on the XXXX on a Sunday. I had XXXX XXXX. I was home with XXXX didn't go back to work until XXXX. I had a doctors release. So I called my mortgage company at the time XXXX XXXX XXXX I explained I had Covid and the rep told me about forbearance I started the forbearance plan. I extended the forbearance again in XXXX the end date was XX/XX/2022. I called XXXX  about partial claim and I was told my loan was going to be transferred to Carrington Mortgage XX/XX/XXXX. The rep told me that my Partial Claim my not be completed before the transfer but all the information will be transferred and the new company will contact me about the partial claim. I said Ok. I started getting letters from Carrington about Losing my house and foreclosure. I called Carrington immediately the rep I spoke with I asked why am I getting these letters about foreclosure she said your loan is behind. i said I was in forbearance then I started a partial claim she said well there is no information about that. She said let me put you back in forebearance so we can start the partial claim. Then I get a notification from XXXX XXXX my credit score decreased XXXX points. I called XXXX asking why Carrington mortgage didn't know about forbearance and the partial claim. The rep stated XXXX didn't have to transfer certain information I was upset about that. Then i asked her about my credit she put me on a brief hold came back to the phone and said I had to get a credit report with that decrease so they can figure out what happened. I explained when a loan is transferred to a different servicer there are no LC or No deragatory marks againt your credit. I sent all that back they have not fixed my credit back. Then I called Carrington Mortgage back they emailed the forbearance information. The forbearnce end XXXX XXXX. I filled out the information about XXXX. I called Carrington Mortgage letting them know about HAF so the gentleman ( REP ) said XXXX doesn't always give the money and it may be to late so still get the partial claim just in case. I said will my partial claim be paid if XXXX pay Carrington Mortgage he said I'm not sure but I think so. I got the partial claim paperwork XX/XX/XXXX. I sent the paperwork back. I received a email from XXXX and they sent Carrington Mortgage XXXX for my mortgage paid up until XXXX XXXX. The partial claim was XXXX I called XXXX XXXX and left messages NO CALL BACK. I emailed her on XX/XX/XXXX asking her to call me back still NO CALL BACK. I needed answers about how the partial claim if HAF pd my past due balance. I called Carrington Mortgage on XX/XX/XXXX the rep stated my bill was all paid up i didn't owe anything until XX/XX/XXXX. So I login my account on the XXXX to see if my account was updated yet. I seen I owed XXXX and I have alot of fees and I called and the rep stated there was no money from XXXX and I asked about why do I have fees I was in forbearance she asked when? I was confused The rep said XXXX XXXX call back at XXXX so you can speak with XXXX  about this. I calked back so the rep stated the money was returned back to XXXX on the XXXX. I said Wait, XXXX. Why? She said because the partial claim was added on XX/XX/XXXX. I said I asked before I started the partial claim would it be paid from XXXX. She said XXXX XXXX is DUE. I said I was told something different. She asked did anyone tell you that the money was returned I said NOOO.

Company response to consumer: Closed with explanation