Mortgage -- Trouble during payment process -- Complaint #16010638
Complaint Overview
Complaint ID: 16010638
Company: Carrington Mortgage Services, LLC
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
Sub-Issue: Escrow, taxes, or insurance
State: Arizona
ZIP Code: 856XX
Date Received: 2025-09-17T12:00:00-05:00
Date Sent to Company: 2025-09-17T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
In short, the challenge I am having is getting CARRINGTON MORTGAGE TO CANCEL MY ESCROW ACCOUNT, AND PROVIDE ME TRANSCRIPTS OF OUR CALLS. On XX/XX/year>, I submitted to have my escrow account closed, and at least XXXX more times there after, up until XXXXXXXX XXXX XXXX At each request a denial letter was received, and with every follow up call came a contradiction to the letter. On several calls I was told I could have the escrow closed regardless of account status, regardless of a modification, and immediately, after a modification. I grew frustrated and eventually In XXXX XXXX XXXX, I asked for a transcript of all calls related to this matter. Shortly after a modification completed in XXXX, I made a XXXX mortgage payment, and a week later submitted to have the escrow closed, as instructed by a member of the Escrow Department. I, again received a refusal letter, siting the recent modification as the reason. I called Carrington to discuss this and was told, their policy does not allow for the cancellation of the escrow after the modification, and the representative had no explanation, as to why XXXX would say what was instructed. I have asked for policy, manuals, and or law that states all about my escrow matters and was told I am not privileged to the internal workings of the company. I advised since this is involving the exchange of money, by law I am. Providing me with any appropriate documents to support the actions done, has not been provided. I advised Carrington mortgage that all payments will cease till the information requested is received, escrow account is closed. Carrington Mortgage has now sold the loan to XXXX XXXX, who I submitted a escrow cancelation to, and they to are saying, I am unable to closed the escrow, because of a modification, that they did not do, and later sighting the account was new with them and they require XXXX year before any changes can be made to the account, but with no policy or manual that supports this action. I have now advised them of no payments until escrow is closed. EACH LENDER WILL TELL YOU THAT I HAVE SENT NASTY LETTERS TO THEM, AND WAS NASTY WITH MY LANGUAGE WITH THEM ON CALLS. It is 100 % true, as I explained that I have a XXXX XXXX, and can and do go into XXXX.
Frequently Asked Questions
What is Complaint #16010638 about?
Complaint #16010638 was filed against Carrington Mortgage Services, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-09-17T12:00:00-05:00.
How did Carrington Mortgage Services, LLC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Carrington Mortgage Services, LLC?
Yes, visit the Carrington Mortgage Services, LLC company profile at readthecomplaint.com/company/carrington-mortgage-services-llc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.