Consumer complaint received 2025-04-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: CA

Complaint narrative:
Carrington is inappropriately charging me for force-placed insurance. My property is covered- it is a condo in a large, professional managed building, and insurance has never lapsed. I have sent Carrington documentation for insurance covering the entire period in question, and Carrington has personally spoken with my building 's insurance broker. Despite sending me multiple emails confirming they have my insurance information, Carrington continues to deduct for force-placed insurance. When I've called Carrington to discuss this, their agents appear completely uninformed - I've been told various things from " your insurance expired in XXXX '', " no problem, everything is good and you've been refunded, '' to " we have no record of any insurance on your property, ever. '' As of today, Carrington has inappropriately deducted {$1300.00} from my mortgage payments to pay for its unnecessary insurance, and continues to do so as recently as last week. This must stop.

Obviously there is a huge issue in Carrington 's system. I should not have to pay any further for this or spend further time resolving this. 

The full timeline of events is as follows : In early XX/XX/XXXX, Carrington informed me that it believed my insurance was expiring and for me to send my updated information. I provided that on XX/XX/XXXX and received an email on XX/XX/XXXX informing me that they could not verify the insurance. 

On XX/XX/XXXX, I called and spoke with Carrington. I reforwarded the information and provided contact information for my broker. Their agent called my building 's insurance broker, and I received confirmation on XX/XX/XXXX that they made contact successfully and no further information was required. 

Between XXXX and XXXX, I was charged 5 times for forced insurance, at {$220.00} each. This was then deducted as {$330.00} of escrow payments from my subsequent XXXX mortgage payments. 

I called as soon as noticed this, on XX/XX/XXXX. I was told they had no record of my insurance. I forwarded the insurance again, the contact information, and the XXXX email confirming that they'd confirmed my insurance status. The agent said he'd look into it. 

I received an email correspondence back on XX/XX/XXXX confirming, again, that my insurance verification was successful. However, none of the charges were removed from my account. 

I called on XX/XX/XXXX to have those charges removed, and was ONCE AGAIN told that I had no insurance on my property and needed to have force-placed insurance. The agent then seemed to change her mind. She transferred me to customer service, who said he couldn't do anything and transferred me back to her, and she told me my insurance had expired. 

It had not. My insurance renews in XXXX. In the time it took Carrington to fail to process my insurance from XXXX, the renewed policy had gone into place. I've provided the renewed policy to Carrington as well, and have not received any feedback.

I have had full coverage for the entire time they've tried to charge me. Carrington continues to deduct money from my mortgage payments to fund and charge an escrow account. This must stop.

Company response to consumer: Closed with explanation