Consumer complaint received 2024-03-27 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Application denials
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: FL

Complaint narrative:
Company : XXXX Mortgage I have maintained a Mortgage with XXXX since XX/XX/XXXX. I am/was currently in the process of purchasing a home and in the final stages when my credit was checked again and I was denied. XX/XX/XXXX I received a call from XXXX in regards to my payment for XXXX which I advised the representative that my account was to be/should have been paid via Check from the Homeowners Assistance XXXX which at that time the representative acknowledged that they have been receiving those payments but have not received any check for XXXX. I reached out to the HAF awaiting response and clarification of my Account. I received follow-up on XX/XX/XXXX that my HAF last contract payment was XX/XX/XXXX. Upon finding out that information I then called XXXX on the same day ( XX/XX/XXXX ) to discuss options being that I'm currently in the home buying process and dont want any negative impact to my account as my budgeted of excess funds had been depleted being that I had to prepare my current home to be put on the market with home repairs and such. I was advised/prompted by the representative that she can set up a promise to pay for the XXXX payment ( adjudication/payment ) to process XXXX. I was not informed by the representative that my account will still process as a 30 day late payment with a negative impact to my credit score. Had that information been provided I would've tried my best to find an alternative solution. I have tried to seek resolution with phone calls on XXXX XXXX ( which was a 2 hour phone call as I was being transferred from department to department as well as being told that they are able to have the reporting removed but for my situation they will not ) and XXXX speaking to several representatives in the customer service and credit department to no avail. I was told they listened to the calls and even though I was offered the promise to pay option to keep my account in good standing and the representative DID NOT make aware that this arrangement does not stop me from being reported to the credit bureaus they will not remove the late mark from my account but will better train their representatives. This determination has caused me to currently have no housing for me and my XXXX XXXX XXXX daughter because my house which was put on the market has been sold with a close date of XX/XX/XXXX and I can not terminate the contract without a heavy financial penalty which I do not have. My mortgage with XXXX has remained current with on time payments for over 18 months and based on lack of complete and thorough communication of their polices and procedures I should not be penalized for not being made aware of " internal contractual policies ". I have tried and exhausted all resources to have this negative credit reporting removed so that I can continue with the home buying process providing shelter for me and my daughter. This negative reporting will effect me from home buying or renting for the next XXXX to 12 months which at this time leaves me and my child without a home. I'm asking for this to be reviewed and that 30 day late negative reporting be dismissed. I in good-faith set up to make arrangements so that there wouldn't be any negative impact only for my account to still be reported.

Company response to consumer: Closed with explanation