Consumer complaint received 2025-07-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NM

Complaint narrative:
My loan contract was transferred to Carrington by XXXX XXXX XX/XX/XXXX. At the time we were in the midst of a global pandemic Covid. I had been given several, 3 months increment deferment/ forbearance agreements with XXXX XXXX and was actively applying for other assistance with XXXX XXXX for the covid pandemic, It took a few months for Carrington to initiate contact with me about my deferments. I spoke with a person named XXXX there at Carrington. I told her that I did not want to do these deferments or forbearances anymore and that I wanted to get back on track to making payments. She then wanted to do a loan modification for the wrong amount. The amount that she was trying to finance for me was {$140.00}, XXXX. I told her that that was a horrible mistake and that was the wrong file she was looking at the wrong contract or had the wrong person and that she needed to bring up my contract from XXXX XXXX that had been transferred and then we can discuss what it's going to take to get back on track. At that time she was told by me that she had made a critical fatal error and she was told to get my transfer paperwork from XXXX XXXX so that we could discuss what to do next to get back on track. 
I was always told that those calls were recorded so I did not make a written request because I didn't not know what to do at that time I was so confused. I was just in shock that this lady tried to write a contract for more than three times what I actually owed. I was incredibly frightened because I only owed {$43000.00} or XXXX on my contract I almost had my contract paid off. Then after a few months I spoke to XXXX she came back and she offered me a loan modification for about {$54000.00}. XXXX told me that she did not understand what I was talking about, this covid assistance that that loan modification was my covid assistance and that was it. I asked her where my paperwork was from XXXX XXXX that had been transferred to her, my current contract and then I was very proud of the loan that I had and that that covid funding would cover the costs of the few payments between XXXX XXXX and between Carrington that was covered in my forebearance and everything would get back to normal quickly. XXXX said that she did not know what I was talking about she didn't know what I was talking about with forbearance or deferment she stated that my loan was a foreclosure. I was shocked because in order to qualify for this deferment or forbearance program with XXXX XXXX back in XXXX of XXXX that you had to be caught up on your payments my loan was not a foreclosure my loan was technically current under that program. Again I firmly requested that XXXX get all of my paperwork that was in my transfer back from XXXX XXXX the paperwork about my application for COVID assistance, aka XXXX, my current contract which was my last loan modification in which my payment was only {$400.00} a month which included my escrow and the proof that I had a deferment/forbearance. She persistently Drew up the paperwork for the loan modification at XXXX or {$54000.00} and emailed it to me I never signed that, the payments for that I told her we're out of my league, and if she couldn't give me a better offer than what XXXX XXXX did then I wasn't interested I wanted my old loan back and where was the proof of that that I still had not received after several critical requests. XXXX said that she would work on getting everything fixed and then in XXXX XXXX XXXX XXXX XXXX  XXXX XXXX  XXXX filed for the foreclosure before Carrington got a chance to fix everything. I was shocked completely when I received the foreclosure service from XXXX XXXX XXXX XXXX XXXX XXXX  XXXX. When I received the service of the foreclosure on top of the paperwork was the application for the XXXX funding that XXXX said she didn't know what I was talking about and that XXXX XXXX said that they were helping me to fill out and was transferred to Carrington with my loan contract, XXXX XXXX XXXX XXXX XXXX did not present the most current contract that I had with XXXX XXXX during the initial filing. The contract that was presented was the original contract back in XXXX I had two loan modifications after that the last one being in XXXX where my financed amount was in the XXXX. Again all three of these contracts were with XXXX XXXX for almost 20 years. 
Carrington is yet to present my transfer paperwork that includes my contract, forbearance/deferment for COVID from XXXX XXXX that I signed in XXXX where my payment was only {$400.00} a month. Turns out that neither XXXX nor XXXX XXXX told me that I had to apply for the XXXX funding myself. No because XXXX did not supply the transfer paperwork or my payment history from XXXX XXXX I was not able to apply for the XXXX funding in time to be approved. XXXX made the mistake from the beginning and given that, CFPB regulation states that if they make a mistake during the transfer that they are not able to charge me payments or interest or late charges until they fix their mistake by showing proof thereof. How was their investor XXXX XXXX able to file for foreclosure if that mistake had not been fixed yet. They should not be allowed and I'm in the midst of foreclosure proceedings in court as we speak now XXXX XXXX wants to put in a different plaintiff before all of this mess is fixed. Carrington still won't clear a path for a different finance company to come in and take my contract over which was another solution that I tried to expedite back in XXXX in XXXX, and Carrington was unwilling to work with XXXX XXXX. I did not want to do business anymore at all with Carrington and Carrington did not clear the path for them, to bring this conflict to an end.

Company response to consumer: Closed with explanation