Consumer complaint received 2026-04-07 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TX

Complaint narrative:
I am submitting this complaint regarding the handling of escrow funds and property tax refunds by my mortgage servicer, Carrington Mortgage Services , LLC . I was granted a XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX exemption effective XX/XX/XXXX. I understand that I am entitled to a prorated refund of property taxes paid for the portion of the XXXX tax year following that date. The following timeline and details are relevant : On or about XX/XX/XXXX, XXXX XXXX refunded {$5400.00} to the servicer In XX/XX/XXXX, the servicer conducted an escrow analysis and issued me a payment of {$2900.00} At that time, and in multiple subsequent communications, I was explicitly told that the full $ XXXX XXXX refund was being held pending receipt of a Municipal Utility District ( MUD ) tax refund No clear explanation was provided as to how the {$2900.00} payment was calculated or what specific funds it represented On or about XX/XX/XXXX, the servicer received the MUD refund in the amount of {$1500.00} I was informed that it took approximately 20 days for this refund to be received and credited to my escrow account I am now being told that no additional escrow analysis will be performed until XX/XX/XXXX Additionally, the servicer has provided conflicting explanations regarding the handling of these funds. Initially, I was told the full county refund was being held pending the MUD refund. More recently, I was told that a portion of funds may have been applied to insurance costs, despite no known increase in my insurance premiums. On XX/XX/XXXX, I sent a Qualified Written Request / Notice of Error to the servicer regarding these issues. The request was delivered and signed for on XX/XX/XXXX. As of the date of this complaint, no acknowledgment or substantive response has been received. My concerns are as follows : Failure to respond to a Qualified Written Request / Notice of Error within required timeframes Failure to clearly explain how the {$2900.00} payment was calculated Conflicting and inconsistent explanations regarding the handling of escrow funds Delay in crediting funds received from taxing authorities Lack of transparency and failure to provide a clear escrow accounting Retention of funds already received despite my property tax obligation being permanently {$0.00} I am not disputing the prorated nature of the tax refund. I am requesting transparency, accurate accounting, and timely handling of funds already received on my behalf. I am requesting that the servicer : 1. Provide a complete and accurate escrow transaction history 2. Clearly account for all refunded tax amounts and how they have been applied 3. Promptly credit and refund any funds owed to me 4. Provide a clear, consistent, and accurate written explanation of all escrow activity 5. Address the failure to respond to my Qualified Written Request I am seeking a prompt resolution and full accounting of all escrow-related activity. THIS IS THE QWR LETTER THAT WAS SENT ; XX/XX/XXXX Carrington Mortgage Services , LLC XXXX. XXXX XXXX XXXX, IN XXXX RE : Qualified Written Request / Notice of Error Loan Number : XXXX Property Address : XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX TX XXXX Sent via Certified Mail To Whom It May Concern, This correspondence constitutes a Qualified Written Request ( QWR ), including a Notice of Error and Request for Information, pursuant to the Real Estate Settlement Procedures Act ( RESPA ), 12 U.S.C . 2605 ( e ), regarding the servicing of my mortgage loan. I am disputing errors in the handling, application, and accounting of escrow funds related to property tax refunds for the XXXX tax year. I was granted a XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX exemption effective XX/XX/XXXX. I understand that property tax refunds are prorated accordingly and am not disputing the prorated nature of those refunds. The following facts and timeline are based on my records and communications with your representatives : On or about XX/XX/XXXX, XXXX XXXX refunded {$5400.00} to the servicer In XX/XX/XXXX, an escrow analysis was conducted and I was issued a payment of {$2900.00} At that time and in multiple subsequent communications, I was explicitly informed that the full $ XXXX county refund was being held pending receipt of a Municipal Utility District ( MUD ) tax refund No clear or consistent explanation was provided as to how the {$2900.00} payment was calculated or what portion of funds it represented On or about XX/XX/XXXX, the MUD refund in the amount of {$1500.00} was received I was informed that it took approximately 20 days for this refund to be received and credited to my escrow account I am now being advised that no additional escrow analysis will be performed until XX/XX/XXXX Additionally, I have recently been provided a different explanation suggesting that previously refunded amounts may have been applied to insurance costs. This explanation was not provided at the time of the escrow analysis and directly conflicts with prior statements that the full county refund was being held pending receipt of the MUD refund. To my knowledge, there has been no material increase in my insurance premiums. Based on the above, I believe errors and/or deficiencies exist in the servicing of my loan, including but not limited to : Failure to provide an accurate and consistent accounting of escrow funds Failure to clearly explain how the {$2900.00} payment was calculated Conflicting and changing explanations regarding the handling of funds Delay in crediting funds received from taxing authorities Retention of funds already received despite no ongoing property tax obligation Accordingly, I request the following : A complete escrow transaction history ( ledger ) from XX/XX/XXXX to present Documentation showing receipt and posting dates for : a. The {$5400.00} XXXX XXXX refund b. The {$1500.00} MUD refund A detailed breakdown showing exactly how the {$2900.00} payment was calculated, including all inputs and allocations A complete accounting of all disbursements, including any amounts allegedly applied to insurance, with supporting documentation An explanation for the delay in crediting the MUD refund after receipt A reconciliation of the current escrow balance with all refunds received and payments issued A written explanation of why funds already received have not been promptly credited and refunded Please investigate this matter, correct any errors, and provide a complete written response within the timeframes required under RESPA. If any error is identified, please also confirm the corrective action taken, including the prompt refund of any funds owed. This request is submitted in good faith for the purpose of obtaining a clear and accurate accounting of my escrow funds. Sincerely,

Company response to consumer: Closed with explanation