Consumer complaint received 2025-07-23 00:00:00
Product: Mortgage — FHA mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TX

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am writing to formally dispute an inaccurate late payment report made by Carrington Mortgage Services regarding my mortgage account for the property I have owned for the past two years. Over the course of twenty-four months, I have made timely mortgage payments for twenty-three of those months. However, Carrington has inaccurately reported the XX/XX/XXXX payment as late, despite my consistent and well-documented efforts to ensure the payment was submitted on time and properly processed. 

I initially contacted Carrington on XX/XX/XXXX, to inform them that the home was listed for sale and to request assistance in scheduling the upcoming mortgage payment, should the buyer proceed. I followed up on XX/XX/XXXX, to request a formal payment arrangement. During this call, I was asked to provide my routing number, which I did not have immediately available. 

On XX/XX/XXXX, I submitted my mortgage payment in the amount of {$3100.00} through the Carrington website. I logged into the system on XX/XX/XXXX, and XXXX, and each time it reflected that the payment was scheduled to be drafted on XX/XX/XXXX. Notably, during my logins on XX/XX/XXXX and XXXX, I observed a system message stating : System scheduled for maintenance. This suggests there may have been backend issues preventing the payment from processing. When I requested Carrington to provide documentation of the maintenance alert, they refuseddespite having already confirmed, through their IT department, that I had indeed logged into the system multiple times during that period. 

On XX/XX/XXXX, I noticed that the payment had not been withdrawn from my account and immediately contacted Carrington. The payment was finally drafted on XX/XX/XXXX, after I again logged in and manually ensured it was processed. Despite these efforts, Carrington reported the payment as late. 

In addition to my system activity and payment submission, I also provided Carrington with my ACH banking information, authorizing them to draft the payment from my accountjust as they had successfully done for the previous twenty-three months without any issue. It is clear this delay stemmed from a system error, not from any failure or negligence on my part. 

Throughout this process, I spoke with multiple Carrington representativesMiguel, XXXX, XXXX, XXXX XXXX, XXXX XXXX, and XXXX of whom assured me the issue would be reviewed or resolved. Unfortunately, none followed through. My calls with Carrington averaged between XXXX minutes and XXXX hour XXXX minutes, further demonstrating the time and effort Ive invested in trying to resolve this. 

In good faith, I also submitted a goodwill adjustment request to Carrington Mortgage Services by fax on XX/XX/XXXX, addressed to : Carrington Mortgage Services , LLC Attn : Credit Reporting Department XXXX. XXXX XXXX XXXX, XXXX XXXX The letter thoroughly explained the situation and requested that they correct the late payment as a matter of fairness. When I later followed up with a representative named XXXX, I was told, in no uncertain terms, that we will never do a goodwill adjustmentwe dont honor those. He added that he had worked at Carrington for over a decade and was certain of their best practices. This dismissive response was both disheartening and alarming, especially considering the clear evidence and legitimate nature of my request. 

Despite submitting proof of timely login activity, authorization for ACH withdrawal, and evidence of system error, Carrington has refused to accept responsibility or correct the reporting. I have contacted them on multiple occasions regarding this issue, including XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX. Still, I have seen no resolution. 

This inaccurate reporting has caused unjust damage to my credit history and has introduced unnecessary financial stress. I respectfully request that the Consumer Financial Protection Bureau investigate this issue and require Carrington Mortgage Services to : Correct the inaccurately reported late payment to reflect an on-time status across all major credit bureaus ; Provide written confirmation of this correction ; Review their internal systems and handling of disputes, particularly related to payment scheduling and system reliability. 

I am enclosing documentation to support my claim, including payment confirmation, login history, ACH authorization, my faxed goodwill adjustment request, and a record of my communication with Carrington. 

Thank you for your attention to this matter. I am hopeful for your support in ensuring this is handled with the fairness and accountability consumers deserve.

Company response to consumer: Closed with explanation