Consumer complaint received 2025-09-08 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NC

Complaint narrative:
Dear CFPB, I am filing this complaint against XXXX  XXXX powered by XXXX, specifically regarding communications with their representative XXXX XXXX, concerning my property at XXXX XXXX XXXX, XXXX, NC XXXX. 

On XX/XX/year>, between XXXX PM and XXXX PM ( EST ), I called XXXX XXXX powered by XXXX and informed them that XX/XX/year> will be the last day I will maintain property insurance or any financial capacity for the property. 

During this conversation and in prior communications, the following unfair and unreasonable practices occurred : Blocked Email Replies : XXXX XXXX sends me emails, but when I attempt to reply, my emails are automatically rejected, whether or not attachments are included. 

I have informed my assigned representative, XXXX XXXX, XXXX  that her emails can not be replied to. Despite this, no solution has been provided. 

On the XX/XX/XXXX call, another representative ( not XXXX XXXX XXXX told me : If you cant reply to our emails, you just need to call us. 

This creates an undue burden on the consumer and restricts electronic communication, especially since I currently reside internationally. 

Refusal to Use Electronic Documentation : On the XX/XX/XXXX call, I was told that required paperwork was sent via postal mail and must be signed in ink and returned by XX/XX/year>. 

I made it clear that I am living internationally and that reliance on XXXX postal mail is unreasonable in XXXX, when secure electronic alternatives are readily available. 

Their refusal to provide a workable electronic method directly violates the intent of the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX ), which ensures consumers can transact electronically. 

Threatening & Manipulative Statements : On their recorded line, it was suggested that XXXX, you never know if you need a XXXX  loan in the future, and a deed in lieu of foreclosure is better than stopping communication and going into foreclosure. 

This was a threatening tactic intended to pressure me into following their communication method, despite it creating barriers and violating consumer rights. 

Legal Basis for Complaint XXXX XXXX : XXXX XXXX  is refusing to provide reasonable electronic alternatives, while simultaneously using email for outbound-only communication. 

XXXX ( Unfair, Deceptive, or Abusive Acts and Practices ) : Blocking replies and restricting communications to XXXX postal mail, knowing I live abroad, is an unfair practice causing substantial harm that is not reasonably avoidable. 

CFPB Servicing Rules ( Regulation XXXX XXXX XXXX ) : Servicers must maintain reasonable policies for consumer communications, which they have failed to do. 

FDCPA Principles ( if applicable ) : Even if not technically a XXXX  collector, similar standards apply to ensure consumers have a clear, functional path to dispute, request information, and correspond with creditors. 

XXXX XXXX has changed her email settings as of XX/XX/year> XXXX and a reply email was received stating " Email received '' * This is the first time a reply via email has been received and not non-deliverable via XXXX mail XXXX delivery service. 

Thorough review of creditor actions still requested

Company response to consumer: Closed with explanation