Consumer complaint received 2025-04-24 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: KY

Complaint narrative:
On XX/XX/year>25 my home was flooded by XXXX XXXX I filed a claim with my flood insurance. I received a check for over {$41000.00} and the payee was me Carrington Mortgage and XXXX. I called Carrington Mortgage Lost Draft department was giving instruction which included not to endorse the check and send to Carrington Mortgage. I overnighted the check ( {$40.00} ) to Carrington, I received a call about 4 days later saying i should have sent the check to XXXX first. I explained that i was told to send to them. I ask could they overnight the check to me and was told no. So 8 days later i received the check and immediately overnighted ( {$40.00} ) to XXXX. On XX/XX/year>25 a tree fell onto my home and came thru the roof, so i reported to my home owners. A couple weeks later i received a {$27000.00} check for repair. I called Carrington and was given another IDL number. I overnighted that check to Carrington ( {$40.00} ). So on XX/XX/scrub>/25 i decided to pay the home off. Carrington Mortgage now has both of my checks. A contractor had done flood repair work and was waiting to be paid. He wouldnt complete the work on my roof till he received money from the flood check. Carrington Called me on XX/XX/year>25 and told me they were endorsing my homeowners check and sending to me. I ask about the other check from homeowners and said it was being reviewed. On XX/XX/year> i received 2 emails from Carrington stating my checks had been endorsed and were being sent back to me. Later in the day i received a call from Carrington loss draft stating that since the loan was paid off they were reviewing but more than likely they werent doing to sign i need to contact my insurance and have them issue me 2 new check. I explain i need to pay a contractor and i had a hole in my roof presently. I ask to speak to a Supervisor and i denied and told one would call me back in 24 - 48 hours. 
On XX/XX/year>25 i received a call from loss draft and was told since my loan was paid off that they werent endorsing the checks. i pleaded to speak to a supervisor because the flood check was their fault because i was instructed to send it to Carrington. I was told the answer was no and there was nothing they could do. I then called Carrington loss draft back were i was told the checks had been endorsed and sent back to me on XX/XX/year>25. I then received a call from a supervisor around XXXX who told me she had my checks that i needed to call my insurance and have them rewrite them to just me. I explained i needed to pay a contractor and she said they had no stake in the house. I ask her to call my contractor and was told no. XXXX was her name said the best she could do was send them to my house via XXXX XXXX  I told her the reason they were doing this is because i paid the loan off 18 years early and they wouldnt going to get the interest. I told her this was Carringtons fault and she agreeded and said she was trying to help me move forward i ask to sign the checks which they had when i paid the house off and she said no.

Company response to consumer: Closed with explanation