Mortgage -- Trouble during payment process -- Complaint #4755418

Complaint Overview

Complaint ID: 4755418

Company: Carrington Mortgage Services, LLC

Product: Mortgage

Sub-Product: Other type of mortgage

Issue: Trouble during payment process

State: Kentucky

ZIP Code: 40219

Date Received: 2021-09-26T12:00:00-05:00

Date Sent to Company: 2021-09-26T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I had been taking advantage of the forbearance program offered by my then mortgage company XXXX XXXX back XXXXXX/XX/XXXX. In XXXX XXXX I was notified that my mortgage was being sold to another company and well be serviced by ( Carrington mortgage services ). I contacted Carrington to setup my account information and to conclude the forbearance program offered. I person told my forbearance period would be ending XXXX and that I would need to filled out a " loan modification '' and send it back to them i did so XX/XX/XXXX. at the time the document showed an arrears of {$7900.00} this figure is end conflict with a mailed billed dated XX/XX/XXXX that states I owe {$8700.00} That person at carrington contacted me stating the documents didn't pass their companies quality control department. This also happened again on XX/XX/XXXX when I Resubmitted with new dated signed on them by the notary and me. On XX/XX/XXXX. This set back had caused a delay in the forbearance period ending. The final approved loan modification on XX/XX/XXXX. During the extended time involved in finalizing these documents. Carrington ( mailed me ) again extended for forbearance time to end XX/XX/XXXX. The final documents signed and dated were approved and submitted on XX/XX/XXXX. I believing that my 1st payment due on XX/XX/XXXX. XXXX made the payment online through carrington web portal but ; It showed that payment went towards the XXXX payment of my account. I contacted the same person at carrington and told me that the XXXX and XXXX payments would not be required. this statement is also in his email to me. I tried to log in to my carrington account online to make my XXXX payment only to see i'm locked out from making a payment. i contacted carrington and asked what i need to do. A different person told me that my forbearance ended XX/XX/XXXX and that i'm too far behind to use the online payment option. I explained I had a company letter head mail stating by forbearance end XX/XX/XXXX. That person said " they see no record of that in my file '' He also asked if I would email him a copy of the letter which i did XX/XX/XXXX. Carrington and it's agent had giving me and extended period of time to complete and return the required documents they needed. their agent told me and also in emails that I don't own for the months of XXXX and XX/XX/XXXX. I've repeatedly asked for copies of their documents from the quality control department that show the reason why they fail. this too was never replied to. They ( carrington and it's agents ) have refused to reply to multiple calls regarding this matter. even during conference calls with a 3rd party credit/debt resolution company. I want to make my payments and carrington and/or it's agents well not let me. The Final FHA load modification paperwork carrington submitted and approval for is wrong. It wasn't signed, submitted and approved until mid. XX/XX/XXXX.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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