Consumer complaint received 2020-02-07 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Problem with personal statement of dispute
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: TX

Complaint narrative:
To Whom It May Concern : Hello. Our issue and complaint is with Carrington Mortgage Company. My husband and I started having issues with our house payment going through starting in XX/XX/XXXX. My husband asked for the payment of XX/XX/XXXX to be drafted from our XXXX banking account on XX/XX/XXXX instead of XX/XX/XXXX. He did this over the phone with Carrington and XXXX as well. He paid {$30.00} to get the date changed to XX/XX/XXXX. 

The reason he did this was because we were going to refinance our home with another mortgage company and this was the advice that the mortgage lender gave us since they would be taking over our loan. XX/XX/XXXX came,  our account was on auto draft, so we thought everything was taken care of. However, I noticed from our XXXX account that the amount had not been taken out. So my husband and I logged into Carrington immediately on XX/XX/XXXX to see what was going on. We went in and manually paid the amount that was on our account and we were also very confused because the computer was telling us that our next payment was at a later date, but that we still had a current balance to pay off. We know there was some type of technical error with the Carrington Mortgage system. 

We only have one bank account that we use and out of the almost 3 years we have owned our home, we have never missed a payment with Carrington. Our account number and routing number has never changed. 

During this time, we had also decided not to go with refinancing our home, because we decided to buy a different home instead. In the process of refinancing or buying a home, of course you want to have a great standing with your current lender. There is absolutely no reason for us to have paid our bill late. 

A few days later, I noticed that the amount was not pulled out. So we logged into our account yet again to try to see what was going on. 

When we got in to check our status, we were shocked that our payment hadn't gone through. My husband made the payment of XXXX again on XX/XX/XXXX. This payment finally went through. My husband called to try to figure out what had happened. Carrington did remove the late fee when my husband called and they told us to make a report and fax their department that takes care of these issues explaining what had happened. 

After my husband had called Carrington to try to figure what was going on, the person that we worked with for buying our new home told us there was a huge drop in our credit ( 70 points ) because Carrington had reported us as making the payment late, even though we have the stubs that showed payment went through and made multiple attempts to pay it. He said the same thing. ( Write a statement of what happened to Carrington as their reporting had really hurt us. ) At this time, I called Carrington to try to figure out what was going on and why they reported us. The representative told me what the issue was and why the payment didn't go through was because there was an extra zero added to our bank account and that the account couldn't be found. Again, we have always had the same account from the beginning of our payments. Also, if this were the case, why would a payment have been accepted in the first place? Why would we have receipt of the payment and why wouldn't Carrington try to resolve this with us before just reporting us as if we hadn't been making attempts to pay our monthly bill.

I have to also add that at this time, Carrington 's system was still not working correctly because our XX/XX/XXXX payment didn't come out automatically as it should have. This time I was well aware to look for this since it happened to us in XX/XX/XXXX. While I was on the phone, I verified the number on my checking account to the representative. Let her know that even my autodraft XX/XX/XXXX payment did not go through as it should have and went into the system to manually pay. When looking at the account number and verifying that they numbers were correct in their system, I didn't change a thing. I didn't change one zero, because it was already inputted into the system correctly. I made a manual payment of XXXX on XX/XX/XXXX and this time it went through and I could see that by looking at my XXXX XXXX account as well. 

Finally, with this Carrington agents advice, I drafted up a letter stating what had happened. My husband faxed it over. We waited to receive information for how Carrington was going to help us resolve this issue.

We received information back from Carrington that it was a user error and that they basically were not going to do anything about the issue. We have been faithful in our payments, have been very active in trying to resolve the issue, and feel that Carrington is being extremely unfair. They know we are trying to buy another home and that we have been consistent in paying them for the almost 3 years that we have been with them.

After receiving the letter that Carrington w
ould do nothing about making a report about this situation, my father and I called into Carrington yesterday on XX/XX/XXXX to try to talk to a person that would rectify the situation. We are not being heard, we are being told this is an issue on our behalf when we clearly know that this is Carrington 's issue, as we have done everything we possibly can to resolve this issue and have spent countless hours on the phone, writing reports, and working to have someone listen to us. The representative that we worked with yesterday told us there is absolutely nothing anyone can do to help us in this situation and she told us there is no way she or a manager is able to change us being reported for this and having it affect our credit. 

This is why we are now making a complaint to you, as we have tried to work with this company without any resolve or resolution. We are people, yet we are not looked at as people by Carrington and they are hurting us greatly in not being able to buy another home. They know we have been faithfully paying our bill and have the information of all the attempts, yet do not want to help us in repairing the credit they ruined by reporting something that was a system error on their part.

Company response to consumer: Closed with explanation