Consumer complaint received 2016-07-20 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: CO

Complaint narrative:
I refinanced through my existing mortgage company, Carrington Mortgage Services, on XXXX XXXX, XXXX. There was a misunderstanding about the first payment due on XXXX XXXX. I received a statement with " no payment due '' for XXXX/XXXX/XXXX ( see attached bill ) With the upcoming holidays, I was thrilled with the " gift ''. I waited a few days and then cancelled my bank-scheduled payment ( copy attached ). I received NO OTHER STATEMENT until my XXXX statement which now included the past-due amount ( attached ). I noticed that the address was incomplete on the new loan and assumed that is why I never received the XXXX bill. 
After receiving the XXXX statement on XXXX, I immediately called to resolve the issue. I requested to pay it back as much as I could for the next few months by increasing my monthly payment. Customer Service ( CS ) advised me that they did not have the authority to work with me on that and advised that I send a fax to Customer Service Research. I did this on XXXX to the number provided to me ( see confirmation attached ). CS Research never contacted me so I called back. I was then told that because I 'm never really more than 30 days late, that CS Research would not contact me until I got to 45 days or more. The CS rep, XXXX, said that CS could not contact CS Research directly but he gave me the name of his supervisor, XXXX, and told me to re-fax the information to CS Research to her attention. I did this on XXXX/XXXX/XXXX ( see attached confirmation ). 
I finally decided to take matters into my own hands and began paying extra with the XXXX/XXXX/XXXX mortgage payment. Carrington put the extra money into suspense where I was told it would sit until the total amount of {$1000.00} was received which was fulfilled by me with a XXXX XXXX payment ( see attached ). 
I spoke and explained my situation to SO many people at Carrington but was unable to speak with a Supervisor or get the matter resolved. 
I was harassed monthly with XXXX foreclosure letters, XXXX past-due notices and weekly calls ( sometimes XXXX in a day ) to my home, my cell phone AND work. I have witnesses at work that can vouch for how often I repeated my story and tried to get this taken care of. I was assured over and over again by CS that my credit would not be marred since I was making efforts to get this misunderstanding handled. I was told the numerous letters and calls were just " routine ''. 
I even wrote the company directly ( letters attached ) to try and explain the whole matter one more time and ask that they clear my long-standing good credit history which was ruined. They not only have some very wrong facts and took a couple things out of context, but they said they would NOT help me out. 
This has all gone on for so long, that all the details and things I was told would cover several pages. Unless Carrington also eliminated all my conversation notes with CS ( they blocked me from XXXX ), there should be plenty of history to go with my account. 
I 've always had good credit and maintained exceptional relationships with any vendors. I did everything in my power to make things right and just could not get any cooperation from Carrington. And, the only department that can be reached by phone is CS and all they did was tell me anything to placate me at the time. No actions were ever taken by anyone and the stories told to me were always different with each CS representative.

Company response to consumer: Closed with explanation