Consumer complaint received 2018-04-30 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: IN

Complaint narrative:
XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX  IA XXXX  RE : Carrington Mortgage XXXX XXXX XXXX To Whom it May Concern I am an XXXX XXXX  single mother of XXXX  amazing children, ages XXXX  and XXXX. I am reaching out to the CFB to obtain a complete understanding of my current mortgage loan with Carrington Mortgage Services and determine if I truly owe an additional {$27000.00} on my home loan.

In XX/XX/XXXX, my now ex-husband lost his job putting us in a very difficult financial situation. As a result, we filed for a loan modification with our lender, XXXX XXXX XXXX. XXXX approved our modification on XX/XX/XXXXwith the following terms : - We would owe an additional {$26000.00}, which would be included in our new total balance of {$100000.00}. Payments would begin on XX/XX/XXXXat {$720.00} per month until XX/XX/XXXX

On XX/XX/XXXX my divorce was finalized, granting me sole possession of our home. Although these past three years have been difficult for myself and my children, we remained focused and worked hard. I have continued to make timely monthly payments to XXXX  since XX/XX/XXXX. I was fortunate enough to save up enough money to purchase a home for just me and my children. A fresh start.

On XX/XX/XXXX I received notice that my loan would be transferred to Carrington on XX/XX/XXXX. Although no account balances were listed on that notice, I do have a payment ledger showing a balance of {$87000.00} as ofXX/XX/XXXX from XXXX During this time I had already begun preparing to list my house for sale. I was pre-approved on XX/XX/XXXX for {$200000.00}. Shortly after that, I received a random call from XXXX XXXX at Carrington indicating that I owe an additional {$27000.00} towards my loan. However, he stated that XXXX did something wrong so Carrington is correcting their error by waiving that amount in full. XXXX stated that he would waive the $ XXXX if I refinanced my loan with Carrington. The new loan would be solely in my name, which would also eliminate the need to involve my ex-husband in the sale of my home. I indicated that this seemed questionable so I asked him to send me verification of this balance. He told me he didnt have anything in writing but could send me a screen shot. I told XXXX that I needed to do some research on this but I would call him back.

After doing some research, I was still hesitant so I reached out to XXXX to confirm the information he promised. He again confirmed the interest would be waived and assured me it would not affect the sale or purchase of my new home. He even offered to meet me on Saturday XX/XX/XXXX to finalize the ppwk. Meeting outside normal business hours again seemed odd to me, so I began to include a Carrington supervisor in my correspondence after that.

Again, my entire concern was that out of nowhere, someone from Carrington contacted me and stated I owed an additional $ XXXX   towards my loan, but no worries, well write that off. I believed that this was a blessing that I never knew I needed. I decided to reach out to my realtor, who accompanied me to Carrington on XX/XX/XXXXto finally meet someone in person who could answer my questions so we could move forward with the process. XXXX  again assured me that the process was simple, they do waivers all the time for balances extremely higher than mine. Carrington even promised to reach out to my ex-husband to sign off on the needed ppwk.

I completed and provided all of the additional documents to Carrington onXX/XX/XXXX. I followed up with Carrington onXX/XX/XXXX and thats when XXXX replied stating he didnt want to be the bearer of bad news but my waiver was denied. I immediately began inquiring about the waiver process, only to receive very vague answers.

At this point I am completely frustrated and I have no idea how to proceed. After everything my children and I have gone through, we cant afford to just accept an additional {$27000.00}. Carrington reached out to me, made several promises and now they are trying to retract everything they told me.

I would love the opportunity to speak to someone in detail about this matter. I have so many questions like how do I proceed? Was Carrington acting ethical? Do I indeed owe {$27000.00}? I would be truly grateful for any assistance you can give to help fairly correct this matter.

Company response to consumer: Closed with explanation