Consumer complaint received 2024-09-12 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: PA

Complaint narrative:
My mortgage was sold to this mortgage company and in the beginning when I needed to go out of work on a XXXX, I contacted them asking for help and what I needed to do. In the beginning they were very helpful and I was very grateful. I was placed on a forbearance. I was never notified when the forbearance was ending and what the next steps were. I never received any documents in the mail, phone call nor email. All I got was a knock on the door from a sheriff with foreclosure papers. I was never even notified that I was off the forbearance, never was discussed what could be done going further. Just got served with court papers. Since then I have been trying to work with this company and the courts in the mortgage divergence program and with a housing counselor to get a loan modification. It has been a nightmare. They continue to play games. They do not disclose and update you ever on the status of the process. They have never gave a point of contact or number to speak with. They send nothing via mail at all informing you of status. They do not update you. They did not lower the payments or the rates, they continue to increase them. At this point it's now over 2 years back and fourth with this company and still have not reinstated the mortgage and made it affordable. I have done everything possible that I was to do and they continue playing around and not doing what they are supposed to be doing. They continue to add fees and interests to my mortgage in which it's almost double what my mortgage was. It's not right or fair to me that they continue to tack on hundreds and thousands of dollars on my mortgage. My mortgage was around XXXX, XXXX and I believe that with all the fees and interest that they continue adding to the mortgage, its about XXXX now. It's absurd that they can do this. I should not at all be responsible for these fees. It's not by my doing that the loan modification has never yet been set. They continue with their own issues and not by any fault of mine at all. 
They have all different types of accuses as to why. One time they had an issue with the notary. I had to get that fixed. Then it was paperwork wasn't back in time, in which we have the XXXX receipt as to when they received the documents and was there before the due date. We had to notify them 6 times in regards to paperwork that they needed to complete for PAHAF. They still have never responded or sent them documents back even after speaking with a supervisor. It's totally not right what they are doing to me or the continued fees and interest that they continue to add. I should not be responsible for their mistakes and they all should be 100 percent removed from my mortgage loan. I'm sure that there are many more people that are having this same issue with this company. They definitely should not be aloud to be in business. This is fraud and they should not at all be aloud to do it to a consumer. They are supposed to attempt to help not cause more stress and more money and make it even more unaffordable. I am a single mother and its not easy when they are making it even more difficult. I should not at all have to worry about being homeless and walk the streets with no where to go with my children. 
The homeowner was approved for PAHAF in the amount of {$30000.00} XX/XX/XXXX Carrington Mortgage approved a modification in XXXX of XXXX which did not include the PA HAF Funds. They were contacted several times via email and telephone about documents that they needed to complete for PA HAF and they never completed and sent back the required documents. Therefore Carrington advised to re-submit for another loss mitigation review in order for the PA HAF funds to be included Several loss mitigation packages were submitted for review between XX/XX/XXXX through XX/XX/XXXX Carrington delayed review and communication to Homeowner, documents expired and had to be resubmitted to Carrington directly as well as their attorneys through the Residential Mortgage Foreclosure Diversion Program The PAHAF Conditional approval expired due to Carringtons lengthy loss mitigation review process The expiration of PAHAF Conditional approval was appealed The appeal resulted in a {$50000.00} approval on XX/XX/XXXX XXXX approved a COVID 19 Modification The final modification agreement ( dated XX/XX/XXXX ) was signed, notarized and returned to servicer Carrington Mortgage The notary left out the middle initial in her name when signing so, the agreement had to be signed and notarized again The 2nd modification agreement ( received and signed in XX/XX/XXXX ) was signed and notarized then returned to servicer Carrington Mortgage Per Carringtons attorneys, the agreement was outdated because it had the XXXX effective/start date Once again, another modification agreement was sent out to homeowner to sign and notarize. 
The XXXX modification agreement ( received and signed in XX/XX/XXXX ) was returned to servicer Carrington on XX/XX/XXXX by XXXX shipping Carrington has stated the loss mitigation review was closed on XX/XX/XXXX or XX/XX/XXXX ( received 2 separate dated per call to Loss Mitigation ) because documents were not received by XX/XX/XXXX The modification was denied due to the final modification agreement not received by deadline. 
Delivery was confirmed received by XXXX tracking so this modification should have been finalized. XXXX also failed to notify the homeowner or the housing counselor in regards to this. They never contacted anyone in regards to this matter and never sent anything in the mail, email or telephone call. We been sitting here waiting to find out if everything was final and complete. 
They continue to keep doing this. It is not by far a problem on our end. All while adding more and more in fees and interest. They should not be adding to and increasing mortgage payments and loan amounts all while this is their own faults and their doing and not mine. There is no way I should be held accountable for all those fees. 
Thank you for you help and I hope this complaint can help others that are most likely dealing with the same situation. Hopefully they can be stopped from doing this to consumers.

Company response to consumer: Closed with explanation