Consumer complaint received 2022-07-13 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: NJ

Complaint narrative:
In XX/XX/XXXX i made another complaint about this company. I was concerned about this company taking my payments and attempting a foreclosure anyway because i hadn't receiving any information from them. After i made the complaint i received a call saying to make the final test payment and the re-modification documents would be on the way. A few weeks afterward they came and i had them back to them within 24 hours. I expressed as i had many times my XXXX about finishing this business. I was told to wait and it would be done. Two weeks later i was told the documents didn't pass their inspection but was not given a reason. It would have been simple to just write it in the same email and the documents would have been corrected and sent again quickly but i was told to call. I called several times but could never reach this person XXXX XXXX to tell me the problem. I finally spoke to the first person who agreed to tell me the problem. This took two weeks. I sent the documents back again within 24 hours and waited a week and heard nothing. I was told over and over when i called to just keep waiting and nothing else. In XX/XX/XXXX when i reached someone they claimed nothing was happening because they were waiting for more payments. This could have simply been told to me the 5 plus times i called but it was not. I was chastised for not knowing it was on a document i read months before. In the meantime i suffered a financial loss when my bank account was hacked and i didn't have access to my account. The bank was convinced it was friendly fraud and i had something to do with it and didn't believe i didn't. I was going bank and forth with them about this issue for months. My son agreed to make the payments for me but he wanted assurances from this company that they wouldn't try anything negative while he caught the payments up. They refused to give him these assurances. I finally convinced him and told him i would recoup his losses once i recovered my lost money if it came to that. I attempted to make the payment on their app to avoid long waits on the phone but there were other problems. The app or perhaps my phone glitched out and the transaction couldn't be done. Finally i got almost everything correct though one problem persisted, the amount. {$19000.00} was in the payment field and i couldn't change it. In the process of trying to fix it the transaction went through as is. I immediately called them and was transferred to someone named XXXX XXXX who claimed to be a supervisor. He claimed to have spoken to me at one point in the past but he didn't know what was happening so i explained the long course of events. I explained my deep concern that his company was not dealing honestly and he claimed i was worried for nothing. I told him all the payments would be caught up within the next 5 weeks but he claimed it wouldn't matter. He refused to cooperate and said he would talk to whoever was over him and ask to recalculate the amount and send me documentation again which i needed to sign. I said i would be waiting but i received nothing but a curious email asking me if my finances were the same as before. I have since this company had this account sent dozens of bank statements with the same amount of income and documents proving i get the same amount of income every month and will for the rest of my life. It was documents from the social security administration and the veterans administration that i will in fact receive this income in perpetuity. If he reviewed the file and he is in fact a supervisor he knows this. I could assume it was an oversight or a formality but this company has not dealt fairly from the start. Their only interest from the start was not for me to get the account current but to foreclose, period. They want the account be in default so they have their reason. Otherwise they would have finalized the re-modification so i can make the payments normally and move on with my life. And as i have feared i was told because i didn't answer an email that my house was in foreclosure even though they refused to take my payments so we can finish this sorry business. This company dragged me through this XXXX is an absolute outrage and has to violate the law in somr way. I will also be sending a complaint to the FTC and attorney general because this should not be happening.

Company response to consumer: Closed with explanation