Consumer complaint received 2024-12-08 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: GA

Complaint narrative:
XX/XX/XXXX, I refinanced my mortgage with XXXX XXXX XXXX under the XXXX. I was told that since I had already made the XXXX payment that it would go on the loan, and the first payment would not be due till XX/XX/XXXX, I later received a notice from XXXX XXXX  that as of XX/XX/XXXX they would be my new servicer. I made the XX/XX/XXXX payment on XX/XX/XXXX ; which was reversed by XXXX due to they didn't have the packet yet from XXXX. On XX/XX/XXXX XXXX sent the payment back through. I made XX/XX/XXXX, payment, then on XX/XX/XXXX I called in to schedule XXXX with XXXX, conf # XXXX which XXXX said they never recieved, because I was told the payment was deferred and was charged {$2000.00}. I received documentation concerning the homestead exemption ; my taxes went down to {$60.00} a year. I spoke with XXXX and was given the email address to send, which was received by email on XX/XX/XXXX per email from XXXX. I called XXXX to see when the analysis would be made, and I was told on XX/XX/XXXX, I asked about the refund of the escrow because of the taxes being lowered and was told no, there's no refund. I was told account was going into foreclosure, and that I could do a modification to save my home. Which was done on XX/XX/XXXX, before then I made a payment on XX/XX/XXXX for {$1900.00}. On XX/XX/XXXX I spoke to XXXX about another VA Refinance and was told that I qualified and was given an account number, I called her several times for the status, no returned phone call. When I called again I was told that I was in a forebearance and that I couldn't refinance. The forebearance was for XXXX and XX/XX/XXXX with no payment. I then found out that the loan was transferred on XX/XX/XXXX to Carrington Mortgage. I called Carrington to see what was going on and was told I had to wait for 60 days for them to receive the packet and run an analysis, and it would be done on XX/XX/XXXX and to make sure I made my payment and I did. No analyis was ran. When I spoke with XXXX I was told it would be done on XXXX, then XXXX said that it would be XXXX or XXXX, and that the forebearance was reenstated till XX/XX/XXXX, I also asked why my payment went up I was told due to the shortage in the Escrow. I tried to call the Customer Care and was told that I was in collections byXXXX, and that I can't talk to Customer Care because the calls would only come back to collections. I have spoken with the following to make sense of what was going on : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX, XXXX, XXXX, XXXX just to name a few. I have been given numbers to call : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, faxes XXXX, XXXX. I have called and always given the runaround like I didn't matter and I feel that XXXX and Carrington are one-in the same. I'm still reeling from XXXX XXXX and they are holding the checks from the insurance company, I need to pay contractors. I was told it takes 48 hours to upload, another 10 business days to review, and call me with the specifics. I overnighted the checks back because I had forgotten to sign. I sent them a month ago overnight, and they sent them back weeks later and I returned on XX/XX/XXXX. I feel I am being discriminated against because I am elderly XXXX, XXXX, and black. I have been under a lot of stress because of the lack of trying to help me solve this issue, pretending not to have the document from XXXX XXXX XXXX XXXX XXXX 's office which they paid on XX/XX/XXXX the {$60.00} taxes. Your consideration and kindness in the complaint would be greatly appreciated. See attachments too many to upload.

Company response to consumer: Closed with explanation