Consumer complaint received 2025-01-15 00:00:00
Product: Mortgage — Conventional home 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: MD

Complaint narrative:
I am writing to formally request your assistance in addressing an ongoing issue with Carrington Mortgage Services, which I believe involves deceptive and illegal practices concerning my property and mortgage loan. I am the rightful owner of the property associated with loan number XXXX, and I have encountered significant problems in asserting my rights due to Carrington 's refusal to acknowledge my ownership and the successor-in-interest documents provided by XXXX XXXX. 

To provide context, I had an agreement in place with XXXX XXXX  regarding my mortgage, and after they sold the loan to Carrington, I ensured that all proper documentationproving my ownership and successor-in-interest statuswas forwarded multiple times to Carrington. However, despite these efforts, Carrington has consistently refused to acknowledge or act upon these documents. 

On several occasions, I have spoken with supervisors at both XXXX and Carrington. XXXX confirmed that they sent the necessary documentsincluding death certificates, IDs, and other required formson at least XXXX separate occasions. On one such occasion, I was on the phone with a XXXX supervisor while the documents were faxed and emailed directly to Carrington. Yet, Carrington continues to deny receipt of these documents, claiming they have never received them. They are also stating that the documents under XXXX XXXX  are " null and void '' and insist that I must now request ownership through them, even though the property has legally been mine for years, and the successor-in-interest status was granted under XXXX. 

This situation has become even more dire as Carrington has sent me notices stating that I mXXXX not be entitled to certain rights over my own property, and they have refused to provide any clear information regarding the account status or the balance. Despite my attempts to clarify the situation, they have refused to acknowledge payments made to XXXX, claiming they have no record of any payments. Worse still, they have declined to respond to other organizations who have reached out on my behalf. They are stonewalling every attempt to resolve this matter and failing to provide accurate or meaningful information. 

This practice is not only unjust, but it appears to be a systematic issue, as I have learned that Carrington has a history of employing similar tactics against other consumers. Their refusal to honor my ownership and their lack of cooperation with XXXX XXXX  and other third parties is unlawful. It is imperative that they cease these actions immediately and provide the necessary recognition of my ownership rights as documented under XXXX XXXX. They can not arbitrarily take control of my home or disregard valid legal documents simply because they now hold the mortgage. 

I implore the Consumer Financial Protection Bureau to investigate these practices and assist me in resolving this matter. Carrington Mortgage Services is obstructing my legal rights and engaging in deceptive practices that must be addressed before further harm is done to my financial and personal well-being. 

Thank you for your attention to this urgent matter. I look forward to your assistance in rectifying this situation. 

XXXX

Company response to consumer: Closed with explanation