Consumer complaint received 2021-12-03 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: MO

Complaint narrative:
Mortgage Holder - Carrington Mortgage Services LLC In XXXX of XXXX I submitted a request for forbearance due to associated impact from Covid 19. At the time I was current with my mortgage provider but I could foresee an issue coming soon as my overall pay from my employer was being greatly affected. I was advised online and by representatives of the company that options were available for me including loan modification. This option looked like just the answer for me, as it would put me into a 3 month forbearance while I work with the provider on the modification. This would be a huge relief also because it would allow me to skip mortgage payments for 90 days and get caught back up on all of my other financial obligations. I submitted the request online along with emailing the mortgage holder a completed copy of the Mortgage Assistance Package, XXXX Request for tax Transcript form, Pay Stubs, copies of tax returns, and recent bank statements. Once the process started I was told I could call in once per week for possible updates, if I wanted to keep on it and be proactive. From XX/XX/XXXX to XX/XX/XXXX I called in to the mortgage provider a minimum of once per week for possible updates. Each time I was advised a variety of the same similar updates ... " your modification is in underwriting pending review '', " Your on track and hitting all the milestones, you are just in review '', " Your title paperwork has been received back and has cleared, you are just in underwriting review '', " We are still reviewing your file, please check back in a week. It should not be much longer now ''. At total I called in for updates XXXX times, I also received XXXX auto dialed calls from the provider where I answered the call and received similar updates to what I have already described. Each time I called or received a call, I spoke to a different person. I begged repeatedly to talk with the same person or department, but was told that wasn't possible with their current pandemic set up. I even asked for the processed to be escalated to a manager XXXX separate times. As you can see I was trying to be very proactive about this process, and I kept on them weekly. In recent weeks it seemed that this process was getting stalled or not moving, but I was advised that there are many loans in the same process so things are taking much longer than expected. I was advised to be patient, and that I could continue to call back in weekly for updates. I understood this and the loan provider continued to extend my forbearance plan month to month. Finally my last call for an update on XX/XX/XXXX the representative explained to me that all of my efforts were for nothing. I was not permitted to do a modification on my loan. All of the previous reps who I spoke with were in error and should not have told me that. It was explained that possibly some how one side of the loaner provider was not communicating with the other, and mass confusion was causing delays and hold ups. It was also explained that I still needed to provide the mortgage assistance package. Keep in mind this is now the XXXX time I have filled this package out and sent to the loan provider. I also went online and attached the package to my file on the loan providers website. It was stated that now I would be under review for a repayment plan, once that would require me to repay the payments not made in forbearance over the coarse of a short time period. As I understand it XXXX payments total would need to be made up. I don't think this is fair... I was led to believe something for months that just wasn't true. How can it be that out of all of the people I spoke with ( XXXX in total ) could not have seen this issue and stopped me before this process went on for XXXX months? How can this happen? I went into this process current... I was looking for assistance to modify my loan to a lower more manageable payment during the pandemic. I needed a payment that would help with my reduced income. Had I know this would have been the result I would have ended the forbearance months ago and sought out other ways to keep my loan current. I was led to believe something by many representative that was not true. This company with their poor advice and lack of communication has now put me in a hole that I don't know how to get out of. I need help working with this company because I can't seem to get anywhere and I keep getting incorrect information and the run around.

Company response to consumer: Closed with explanation