Consumer complaint received 2024-06-14 00:00:00
Product: Mortgage — Reverse 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: CA

Complaint narrative:
XXXX This Complaint is not closed. It is very frustrating that CFPB automatically close the matter after the company has responded. I am not satisfied with Carrington Mortgage 's response. Therefore I have to start a new complaint? 

IMPORTANT : In a recent letter from them they refer to leaving voicemail messages. Let me elaborate on this statement. No real person leaves a voicemail. No real person takes the time to call us and leave a message. It is their " automated system '' that leaves a voicemail. 
Then when we return the call, as I have repeatedly said, we are connected to a maize of customer service agents. These agents know nothing about our case, they then try to transfer us to another department, where they also do not know nothing about our case. A lot of the time they would tell us that nobody is available or not taking calls. You have no idea how hard it was to try and speak with somebody to discuss our situation. 

It is only since we contacted CFPB and lodged a complaint that we got their attention. 

Carrington Mortgage are refusing to acknowledge that if we missed a deadline it is because of their lack of help and lack of customer service. They did not provide a dedicated person or a team of people to help us navigate the HUD time lines, reverse mortgage processes and whatever else it was they needed. 

If in the beginning they had provided somebody to help, we would have provided what they needed within the required time-lines. We were so ready to help. All we needed is some guidance and someone to help explain this complicated entrenched process. 

When are they going to acknowledge that we, every day people, do not go through reverse mortgage/no will/trust situations. We inherited this because my husband 's mother died. This is a story for 60 Minutes. We are so tired of these companies who intimidate their customers because we have no knowledge. They know full well when someone dies without a will or trust, there are other things the family has to deal with. We had so much on our plate and we are still in Probate. We are now at 14 months since starting probate. We are still out of pocket {$50000.00} which we had to spend fixing up the house, paying her bills, paying her property taxes, upkeep of the house etc. etc. 

If they practiced what they preached this foreclosure would not have happened and we would not have been charged lawyer fees or any other unnecessary fees. 

They state " We strive to provide the highest level of customer service ''. They did not. 

As I explained to XXXX XXXX ( by phone ) this week in a space of one month we were bombarded via mail with XXXX Notice of Defaults - see attached pictures. They even sent Default Notices to my husband 's XXXX brother who can not read or write. This action in itself displays how out of touch they are with their customers. Every time they send out a Notice of Default to our address and to my husband 's brothers we were charged a fee. I am told it is {$100.00} for every time a Notice of Default is sent out?

Company response to consumer: Closed with explanation