Consumer complaint received 2025-06-05 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: MO

Complaint narrative:
On XX/XX/XXXX2025 Carrington Mortgage withdrew my payment for {$1200.00} for my checking account. A few days later, I noticed online that my payment still have not been received. I waited a couple more days and noticed that it had been applied to a suspense account. I called in and spoke with them and they informed me that because my XXXX payment had been returned from my bank that my account would now have to be paid using certified funds. However, they had not previously told me this and they went ahead and withdrew the XX/XX/XXXX payment that was previously scheduled. Keep in mind I had already paid my XXXX payment when I noticed the bank returned it I made that payment on XX/XX/XXXX so I was current on the loan. So I escalated this to try and get them to apply the money that they had in suspense to my account. When I spoke to the escalation department, he told me he understood and apologize that their system went ahead and took the payment out of my checking account when it shouldnt have done so because the account now had to certified funds requirement. He said that he tried to get them to make an exception and apply the money however they would not. And to make things worse, he said they wont do anything until XXXX XXXX at which time they would refund the money using the same process in which it was received. I couldnt believe that it seemed as if my mortgage company was doing everything they could to make it as difficult as possible for me to make my payments fast-forward to XX/XX/XXXX and in my payment history on the website, it shows that they refunded the money however it doesnt show how I called in again no answers. On XX/XX/XXXX, I received a check in the mail made payable to me and my ex-wife. I contacted the bank and they said as long as the word and was not included in the check that I could deposit it so I did so in person at my local bank. Three days later, I find out that Carrington returned the check in my bank, charge my account fees, and took the {$1200.00} back out of my account which is caused numerous issues. I contacted Carrington and explained to them the situation and they stated that they had not honored the check because it didnt have both signatures Again. I escalated the issue and explained to the person that I was told the money would be refunded in the same manner that it was collected not a check being mailed that they ended up not honoring. Still no resolution, first of XXXX I was asked to send them a copy of my divorce decree and a quick claim deed, which they have four copies of on file now. They told me they would call me back when they received it. To confirm that they would be sending me a check without my ex-wifes name on it. Ive provided that information the very day I was asked and waited. Two days with no return call. on XX/XX/XXXX I called again and after speaking to multiple people and escalating it once again I spoke to somebody for that department who confirmed that they did receive the documents that I sent, but they were still working on it however, I noticed that the funds have now been moved from the suspense account to the escrow account, which made no sense. I asked them about that question and they said thats just because theyre working on it they would not provide me any further updates and they told me I would just have to wait for them to call me back. I explained to them that I was still behind on my payment over 30 days behind now and they stated that they should have it figured out sometime in the month of XXXX which should be before the foreclosure process starts. I feel like my mortgage company is not providing me a fair opportunity to repay my obligation, they are not responding to me in a timely manner regarding resolution of this issue, and they are causing me to become further behind on my mortgage and are refusing to acknowledge the payment received that they took out of my account on XX/XX/XXXX. This results in me showing 30 days past due on my mortgage additional interest because my loan hasnt been paid late fees over eight hours now on the telephone trying to resolve this issue and an exorbitant amount of stress caused due to this. Please help. I can provide additional details and documents from my bank or online account with Carrington if required.

Company response to consumer: Closed with explanation