Consumer complaint received 2024-12-24 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: FL

Complaint narrative:
On or around XX/XX/XXXX, I opened a Loss Draft file with Carrington Mortgage Services LLC ( to be referred to as " Carrington ), through their contracted partner XXXX XXXX XXXX ( to be referred to as XXXX ). I was given specific instructions from the representative and file owner, named " XXXX, '' on supporting documentation needed in order to release an initial {$40000.00} disbursement from the total {$53000.00} settlement check. After uploading all necessary documentation on or around XX/XX/XXXX as instructed, and seeing confirmation of acceptance of the documentation dated XX/XX/XXXX, I heard nothing from Carrington or XXXX. I received my settlement check from XXXX XXXX on XX/XX/XXXX and promptly mailed it to XXXX for endorsement of Carrington as the XXXX, who accepted and endorsed the check on XX/XX/XXXX. I once again did not hear anything back. 

On XX/XX/XXXX, I called XXXX and was told that I failed to upload an updated insurance estimate that matches the settlement amount. The representative I spoke to told me I needed to get an updated estimate from XXXX XXXX matching the settlement check amount. When I explained to the representative that part of the settlement agreement with XXXX XXXX was to release them of liability and that they would not provide me with a new estimate since they were not claiming liability, the XXXX rep had no answers for me. I hung up and called back and was told the previous SWBC rep was mistaken and that I needed an updated estimate from the public XXXX. Up to that point, I had never heard of such a thing and XXXX admitted to not making any attempt to call me to inform me that they still needed this pending document to proceed with the initial disbursement. I uploaded the updated XXXX XXXX XXXX on XX/XX/XXXX and saw confirmation of receipt and acceptance by XXXX on XX/XX/XXXX. 

On XX/XX/XXXX, I called back as the " pending disbursement amount ' on the XXXX portal was still showing as {$0.00}. This time, I was told by a rep from XXXX that they needed confirmation that legal fees were paid to attorneys involved in the settlement before paying me the initial disbursement. When I pointed them to documentation from XXXX XXXX showing a {$12000.00} disbursement to the attorneys, which I had already uploaded to the XXXX XXXX and was accepted by XXXX on XX/XX/XXXX, I was told that they still needed to confirm. I was given no further explanation as to why they still had to confirm despite having the required documentation, and I was given no timeline as to how long it would take them to confirm or what the process is to confirm. When I asked to speak to a supervisor at XXXX, I was told one was not available. When I asked to speak with the person handling my file, I was forwarded to her voicemail. 

I have spent over {$60000.00} from my savings to make repairs to my property. I have depleted my savings almost entirely. I have never missed a mortgage payment with XXXX, there are no liens on the property, I am in good standing with all creditors/contractors/representatives in this matter, yet Carrington and XXXX hold XXXX {$53000.00} settlement check from XXXX XXXX XXXXXXXX in XXXX XXXX account that they use to invest and make money on every single day. Carrington and XXXX are not acting honestly in this matter, and as a result of them refusing to disburse my insurance settlement that rightfully belongs to me, I have escalated this matter to the CFPB.

Company response to consumer: Closed with explanation