Consumer complaint received 2026-04-14 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Paying off the loan
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: LA

Complaint narrative:
I am filing this complaint against Carrington Mortgage Services regarding their handling of my deceased mothers mortgage loan and their refusal to allow me to make payments for an extended period of time. My mother, the borrower on the loan, passed away in XXXX. I have been living in and attempting to preserve the property since that time. Shortly after her passing, I contacted Carrington Mortgage Services to continue making payments and maintain the loan. However, I was repeatedly told that I could not make payments or be fully assisted unless I completed probate and was formally recognized as a successor in interest. This process took several years. During that time, Carrington refused to accept payments from me and did not provide any meaningful alternatives to prevent the loan from becoming increasingly delinquent. Additionally, I was never informed by Carrington, including their loss mitigation department, that I could pursue a loan assumption. I am only now learning that assumption may have been an available option, which could have prevented the situation from worsening. As a result of Carringtons refusal to accept payments and failure to provide clear guidance, the loan balance has significantly increased. I am now being told that I owe approximately {$98000.00}, much of which appears to be the result of accrued missed payments, fees, and other charges that developed during the period I was not allowed to pay. I believe Carringtons actions unfairly contributed to the default and the growth of the balance. I made good faith efforts to maintain the loan and was prevented from doing so. I am requesting the following : 1. A full accounting of the loan, including a complete payment history and itemization of all fees, penalties, and charges added since XXXX. 2. A review and reversal of any late fees, default-related charges, or other amounts that accrued during the period Carrington refused to accept payments. 3. A recalculation of the loan balance to reflect what it would have been had I been allowed to make payments after my mothers death. 4. A written explanation as to why payments were refused and why I was not informed of assumption options earlier. 5. Immediate review of my request to assume the loan and retain the property. 6. Suspension of any foreclosure or collection activity while this matter is under review. I am requesting a full correction and fair resolution of this account. Specifically, I want Carrington Mortgage Services to : 1. Conduct a complete audit of the loan and provide a full payment history and itemization of all amounts currently claimed due. 2. Remove and reverse all late fees, penalties, default-related charges, and any other amounts that accrued during the period after my mothers death in XXXX when I was attempting to make payments but was not allowed to do so. 3. Recalculate the loan balance to reflect what it would have been if payments had been accepted when I first attempted to make them. 4. Provide a written explanation as to why payments were refused and why I was not informed of loan assumption as an option earlier. 5. Immediately process and review my request to assume the loan so I can retain my mothers property. 6. Place a hold on any foreclosure or collection activity while this matter is under investigation and being resolved. My goal is to bring the account into good standing and keep the home. I am not refusing to pay, but I am requesting that the balance be corrected to remove amounts that resulted from Carringtons refusal to accept payments. My goal is not to avoid payment, but to correct a situation that was made worse by Carringtons refusal to accept payments and lack of clear communication. I am trying to keep my mothers home and resolve this loan in good faith. This matter is urgent and I am requesting prompt attention.

Company response to consumer: Closed with explanation