Consumer complaint received 2023-12-30 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: MI

Complaint narrative:
*Mortgage Assistance Paperwork sent to Carrington on XX/XX/2023 XXXXOn XX/XX/2023, a Reinstatement Letter was emailed to our email with the amount needed to reinstate the loan. The amount was {$8000.00} to be received by Carrington on XX/XX/2023 at XXXX XXXX  Pacific Standard Time. 

*Received a voicemail from XXXX XXXX on XX/XX/2023 at XXXX XXXX  *requesting a return call. 
*Returned phone call to Carrington at XXXX XXXX  and spoke to a female representative. 
Confirmed with representative that there would be no issues wiring the money on Saturday XX/XX/2023 from XXXX XXXX. Representative assured us that there would be no problems as long as the wire had an origination date on or before XX/XX/XXXX and the wire would be processed on Tuesday, XX/XX/2023. I confirmed again that there would be no issues due to the XXXX XXXX holiday, she reiterated what she had previously told me. 

XXXXOn XX/XX/2023 a wire transfer was sent from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MI at exactly XXXX XXXX  in the amount of {$8000.00} from an account belonging to XXXX XXXX XXXX 

*The transfer was initiated by XXXX XXXX and approved by XXXX XXXX who was shown the instructions detailed in the Reinstatement Letter sent by Carrington Mortgage .

*On XX/XX/2023 at XXXX XXXX  we contacted XXXX  and spoke to XXXX XXXXo make sure the payment was received. XXXX said it had not yet been processed and to call back later in the afternoon as there can be a delay after a holiday. 

XXXXOn XX/XX/2023 called Carrington at XXXX XXXX  to check on the status of the payment. Carrington was still unable to locate the payment, we were asked to call back. 

XXXX XXXX, XXXX  called Carrington at XXXX XXXX  to inquire about the status of the payment. Call was escalated to a supervisor who still could not locate payment. Was told if the payment was bounced back to the account, the sale of the house would stand. 

XXXX XXXX, XXXX at XXXX XXXX, XXXX XXXX received a text from XXXX who informed us he had purchased our property at auction. 

XXXX XXXX XXXX  at XXXX XXXX XXXX called Carrington again to locate the funds. XXXX was instructed to email XXXX XXXX with the wire transfer paperwork, which included the exact amount ( {$8.00}, XXXX ) and the transaction number ( XXXX ) and was told the cashier department would be able to locate the payment using both the amount and transaction number. 

*Called Carrington again on XX/XX/2023 at XXXX XXXX  to see if the payment had been located. Was told that the cashier department was closed for the evening and to call back in the morning. 

*Several calls were made on XX/XX/2023 at XXXX XXXX XXXX XXXX XXXX XXXX. Each time we spoke to a different representative. Each time we were asked to give more time and call back and that the situation was escalated to a supervisor. 

*The money was pushed back to XXXX XXXX account XXXX XXXX  from Carrington Mortgage company. This was after spending the entire day on the phone with Carrington and being told they did not have the money, yet Carrington pushed the money back to the account. It was not returned for insufficient funds.

We never received a notice from the sheriff that our house was foreclosed. There was no notice of sale posted. We never received a certified letter saying the house was foreclosed. We have paperwork showing we made the payment prior to the date stated in the Reinstatement Letter. That paperwork is date and time stamped. We provided a very unique payment amount, as well as a transaction number that were both searchable according to Carringtons own representatives. Carrington contends they never had the money yet Carrington returned the money to XXXX XXXX account. I am surprised that they can return money that was not in their possession. The home was sold Tuesday morning before Carrington would have the appropriate time to process the payments made over the weekend, which was confirmed by Carringtons own representatives when they continued to tell us to call back that the payment takes time to process.

We believe that Carrington intentionally did not apply the payment. Carrington stood to make more money with the sale of our property than to apply the payment to our loan so we could resume payments. Carrington failed to properly notify us of the foreclosure and impending sale as required by law. At the very least, this is a terribly unethical practice which is par for the course for Carrington. It seems that the Consumer Financial Protection Bureau has taken action against Carrington for previous deceptive practices.

Company response to consumer: Closed with explanation