Consumer complaint received 2022-03-28 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: WA

Complaint narrative:
XXXX XXXX XXXX ; XX/XX/XXXX mortgage was transferred to Carrington mortgage company. 

; XX/XX/XXXX flood insurance was supposed to be paid from escrow. 

; XX/XX/XXXX insurance company tells me im late on payment and they need payment before i get off the phone. I pay it out of pocket. 

; XX/XX/XXXX i call carrington customer service to try and sort out the whole mess spend XXXX hours on the phone with a service rep from both the insurance company and carrington. Carrington Customer service tells me a check will be in the mail in XXXX XXXX 

; XX/XX/XXXX i set up auto pay with company. 

; XX/XX/XXXX i transfer to a different command for school for 6 months. And tell my wife to keep an eye out for the check from carrington for messing up the escrow payment. 

; XX/XX/XXXX junk mail from carrington trying to get us to refinance and mortgage statements. 

; XX/XX/XXXX without informing me Flood insurance gap was put in place on my account in the amount of {$10.00} a month for lack of coverage for flood. ** ( Is this legal? Was told becausei had autopay set up i didnt need to be informed ) ** junk mail and same as before no check for the flood insurance amount. 

; XX/XX/XXXX junk and mortgage statements ; XX/XX/XXXX junk and mortgage statements and i graduate from one school and travel across the country back to where home is located and attended another school XXXX hours away from home. 

; XX/XX/XXXX. I make a call to carrington asking about the check that was never sent and they play the run around with me and tell me since it was paid they couldnt send a check to them. I state that the check can be made out to me since its my escrow thats over and i paid for the insurance out of pocket and they neglected to do so. They said that they couldnt send a check directly to me and it had to go to insurance. Called insurance company they state that isnt how it works and the check would just bounce right back.. 

; XX/XX/XXXX. I spent around XXXX ( unpaid ) hours on the phone between Carrington customer service and insurance department and my insurance company. Customer service was absolutely embarrassing with their lack of knowledge, including not knowing their own website to help guide me to the information i was seeking. Escrow analysis. Open escrow analysis up and they analyzed that it was short back in XXXX calculating that they had paid for the flood insurance when they did not. I pointed that out to the customer service representative and they just regurgitated what the analysis said on it. When the amount in the account was grossly OVER what it said it needed to be at for the month ( this is where i really started to crack down on where things went wrong ) contact my loan XXXX who originated the loan for me back in XXXX. He stated that i should have called him before paying insurance directly. He and his team sent over documents from the transfer showing the amount of money that was in escrow at the time of transfer and their analysis which had calculated the amount for the flood insurance accurately to the dollar that i had paid out of pocket when they transferred. After having this information i called carrington again spending XXXX minutes with automated voice before getting transferred to a real person who at the end of the hour conversation with him he told me he was sending my information to escrow to have them reanalyze the account to have them send me a check for the amount that was owed to me. Should be XXXX business days ( lack of trust at this point ) i ask him for his direct line, doesnt have one. Asked for his cell so i can call if i havent heard anything after the XXXX days. Doesnt want to give it to me but says he will call me in XXXX days to update me on status. ( doesnt call after those XXXX  days ) calls me after XXXX days and says that the escrow account was re-evaluated and a check should be on its way. ( We have heard this before ) stated that to him and told him i was disappointed that he didnt call to update me after the XXXX days and the analysis was actually done the next day after he put the request in. ( Finally someone who does their job ) waiting on the check to arrive from XXXX you would think a company would overnight something in this amount with the amount of headache i went through but just shows the lack of customer care from the company. 

; ; ; XXXX XXXX ; ; : Carrington failed to pay insurance through escrow, i paid and had to spend XXXX hours on the phone to sort it out. With lack of customer service care throughout the process. ; ; ; **I advise everyone if you have the choice to stay away from this company. I didnt have a choice as they bought my loan from my lender. If my story doesnt drive you away from them feel free to check out their customer review rating on XXXX XXXX **

Company response to consumer: Closed with explanation