Consumer complaint received 2024-01-23 00:00:00
Product: Mortgage — USDA mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NC

Complaint narrative:
After 12+ years of Perfect Payment History with my Original Mortgage Bank, my Primary Home Mortgage was Sold to Carrington Mortgage Services in later XXXX. My Original mortgage bank let us know of this transfer of loan and to expect contact and new statements to be coming from Carrington Mortgage Services XXXX XXXXXXXX XXXX by XXXX XXXX XXXX. When I did not receive any paper statements or website to make my payments on I kept calling into Carrington Mortgage to find out, how to make my payment. I was advised that they bought many loans from my previous mortgagee and the process to get setup was taking longer than expected. So they did not have any information on my account, therefore could not accept payment, until my account was setup. Unfortunately, I did not write down names of the people I spoke with on the phone. I called in weekly hoping that I could hear confirmation on how to finally make my monthly payment. By late XXXX  XXXX, the website with my information was available and I actually made my payment via phone that month, Because it was during my weekly call to check in to have verification that my account was successfully transferred to their data. From that point on, I continued to make my payments on time. Unaware, they have been reporting me to Credit Agencies as a 30 day late each month for the rest of the year of XXXX. I always have made my payments on time within the previous 12+ years of being a homeowner, also I have been on time for all of my credit. I have worked hard my whole life to create the Best Credit score I can achieve, by making all payments on time or paying off in a timely manner. Carrington Mortgage Services, NEVER sent me an Email, Paper Statement, Phone Call or text reporting to me that I had a 30 day late showing each time I made a new monthly payment. Time frame of 30 day lates showing on my Credit report from XXXX  XXXX- XX/XX/XXXX. Until XX/XX/XXXX, when I was unaware of this monthly 30 day late that has been hit on my Credit Report. My husband and I were trying to Refinance another Mortgage, and it became an issue with that Creditor. Where I had to be released from that Mortgage Loan to be able to be approved for our refinance. I then called and Challenged this issue with Carrington Mortgage Services, which then the account department told me of that the payment that was needed. A missing payment from during the time frame of them acquiring my transferred mortgage loan ( XX/XX/XXXX ) was never paid. So I settled up with them and paid XX/XX/XXXX Mortgage. Even though, I called numerous times throughout XX/XX/XXXX, to make sure my account was setup and so I could start making payments. In XX/XX/XXXX, when I began my payments after they finally had my account setup, I was never notified that I was late. I have a print out of the whole year of XXXX payment history from the Carrington Mortgage Service website in my account section. No where does it state a Outstanding balance or a Monthly late charge. Also, to add I was never contacted throughout that year about missing a payment or being late. NO email, no phone call, no text, no Paper statement. In XXXX after I settled that payment I asked the account department to remove my Late Reporting, and went through their process with the Law department with no changes made. I followed up in XX/XX/XXXX by disputing these Late payments through the Credit Report Agencies XXXX XXXX, XXXX, XXXX ). In XX/XX/XXXX I hired XXXX XXXX XXXX XXXX XXXX  XXXX XXXX, for their services to help my case to remove these late reporting from my credit report, which was unsuccessful. I'm not sure how Carrington Mortgage can still not remove these lates, when I was never aware of missing a payment, while I Persistently & patiently for their systems to update with my account information when they acquired my mortgage. Just so I could start making my On time Monthly payments. I would like my Credit Report updated to have these late payment history dropped from XX/XX/XXXX- XX/XX/XXXX.

Company response to consumer: Closed with explanation