Consumer complaint received 2023-10-26 00:00:00
Product: Mortgage — Reverse 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: FL

Complaint narrative:
XX/XX/2023 received a letter from Carrington Mortgage Services , LLC Loan # : XXXX requesting a declaration page of our XXXX XXXX XXXX policy. Policy # XXXX with XXXX XXXX XXXX XXXX ( XXXX ) XXXX which our agent : XXXX XXXX XXXX Florida ( XXXX XXXX ) ( XXXX ) XXXX called our agent and XXXX contacted Carrington Mortgage Services , LLC and emailed them the declaration page which indicated we had renewed our home owners insurance policy for another year XX/XX/2023 thru XX/XX/XXXX, XXXX 
Received another letter dated XX/XX/2023 from Carrington Mortgage Services , LLC advising us that this was the final request for the information containing Special Flood Insurance. Contacted our agent XXXX XXXX she once again contacted Carrington Mortgage Services , LLC and emailed to them the policy information and advised them that the home owners policy contains Flood Insurance. On or about XX/XX/XXXX or so we received a letter which contained a Notice of Lender-Placed Flood Insurance which was written by XXXX XXXX XXXX XXXX XXXX XXXX XXXX which XXXX I called and asked for a copy of the policy I was told to contact XXXX XXXX XXXX XXXX which XXXX I called them they asked me for the policy number XXXX on loan # XXXX. I was placed on hold. Then a women answered the phone and I was told it was Carrington Mortgage Services , LLC XXXX department. Questioned how she got on the phone, she told me I called Carrington Mortgage Services , LLC XXXX Department. When I asked about the insurance I was placed on hold, within a short period of time my call had been dropped. The document provided indicates that Carrington Mortgage Services , LLC is the insured with additional insured : XXXX XXXX. Carrington Mortgage Services , LLC had been sent as per their request in XXXX a copy of my new Florida Driver 's License with my name changed to XXXX XXXX XXXX XXXX XXXX and a copy of our Marriage License that we were told had to be provided so my husband could remain in the home should I pass before him. They have never acknowledged they received the information in fact our insurance policy reflects the name being changed to XXXX XXXX I have contacted them numerous times to try and get to the bottom of this and everytime I'm told that upper management in the insurance department is handling this. Then I get hung up XXXX our Insurance company American Integrity XXXX XXXX XXXX has called them Carrington Mortgage Services , LLC XXXX department XXXX Has asked for the email address to email our insurance policy to, they Carrington Mortgage Services , LLC claims they didn't receive it while still on the phone the underwriters asks for a Fax number that is in the immediate area and he faxed all XXXX pages and highlighted the " FLOOD INSURANCE '' portion of the policy. He was told they would review it and get back in touch with him within 3 days.. that was in XXXX and he still hasn't received a call.. On or about XX/XX/2023 I filed a complaint with Florida Office of Financial XXXX XXXX Carrington Mortgage Services , LLC and XXXX received XXXX letter on XX/XX/2023 dated XX/XX/2023 advising me that they were in receipt of my complaint with Florida Office of Financial XXXX and XXXX XXXX XXXX additional 15 days to replay.. on the same day I received a letter from Carrington Mortgage Services , LLC dated XX/XX/2023 XXXX me Property Charge Delinquency Notice Action Required XXXX XXXX Foreclosure and XXXX XXXX had been purchased for {$910.00} and that the loan is now in default. To contact them. I called and recorded the telephone conversation since they record their calls as well that's what the recording say when the phone is answered.. the person on the phone asked me a few question which I provded she pull up the account then proceed to explain to me about not having insurance.. I told her to look deeper gave here the name of the insurance company and she found it, then said but it doesn't have flood insurance. I told her to turn to page XXXX and she would find it... was placed on hold. Shortly there after she came back and said yes it does have flood but its not on page XXXX it's on XXXX told me she'd have to place me back on hold. she did except this time the call was dropped. 
XXXX XXXX from XXXX XXXX XXXX Florida has been attempting to get to the bottom of this and has repeatedly call them. She finally received a call and was told they couldn't discuss my case but if I pay the insurance everything will stop. I've sent her copies of all correspondence along with phone numbers for our agent, the insurance company and gave them permission to speak with XXXX XXXX. 
In searching for other complaints againist Carrington Mortgage Services , LLC I found over XXXX complaints filed with the BBB on a National scale. found also where CFPB is quite familiar with Carrington Mortgage Services , LLC back in XX/XX/2023 Carrington Mortgage Services , LLC was filed {$5.00} XXXX dollar for defrauding folks out of late fees etc under the CARES Act Rights. That's why I've decided to file this complaint since Carrington Mortgage Services , LLC hasn't answered the State of Florida 's Complaint. The FBI have been notified as well of this means to defraud seniors out of their homes when their mortgages were sold by XXXX or XXXX changed their name.. Something occurred because we were sent a notice that their name had been changed to Carrington Mortgage Services , LLC I've attached copies of the correspondance that has been received along with other information that has been found to be true against Carrington Mortgage Services , LLC

Company response to consumer: Closed with explanation