ComplaintsforCarrington Mortgage Services LLC

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For about 6 months now I have been trying to make payments to catch up on mortgage. They are not willing to work with me to achieve this

  Business response

  01/03/2024

  SENT VIA THE BBB WEBSITE
  *************************
  ******************************************************************************************
  
  RE: **** **.: **********
  Borrower: ******************************
  Property Address: ****************************************************************************************
  
  ********* ******: ********
  Dear ****************:
  The **************************** of **********************, LLC (Carrington) is in
  receipt of your complaint filed with the Better Business Bureau (BBB) and received in our
  office via email on November 30, 2023. Carrington is committed to responsible lending and
  servicing, and we would like to address any concerns that you may have. The following is our
  response to the issue(s) raised in the complaint.
  As we understand the complaint, you indicate that you have attempted to make payments for
  about six (6) months to catch up on the mortgage. However, Carrington is not willing to work
  with you. Your desired resolution is for Carrington to provide mortgage assistance.
  At the outset, the records show that Carrington confirmed your status as a Successor-in-Interest
  (SII) on or about June 27, 2023. As a confirmed SII, Carrington will treat you as the borrower
  in many aspects, including the ability to apply for mortgage assistance. Furthermore, while you
  
  are not financially liable for the loan as a confirmed SII, you can be reviewed for account-
  specific loan programs such as a Loan Assumption and Loss Mitigation. Attached is the Notice
  
  of Confirmed Successor-in-Interest Status and Ability to Receive Notices and Communications
  dated June 27, 2023, for your review.
  Thereafter, on or about July 7, 2023, Carrington received a Request for Mortgage Assistance
  (RMA) application; however, not all the required documentation was provided. The attached
  Initial Application Acknowledgement Notice (IAAN) was sent to your attention advising the
  documents needed to complete the application with a deadline of July 22, 2023. The records
  indicate that on July 11, 2023, Carrington contacted you via email regarding the loss mitigation
  review and to advise Carrington could not complete the review under the application was
  complete. The email also encouraged you to contact Carrington to discuss the items needed to
  complete the application.
  
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  Additional documents were received on or about July 19, 2023; however, the application
  remained incomplete. On or about August 12, 2023, Carrington canceled the loss mitigation
  review because all documents needed to complete the review within the required timeframe
  were not received. The attached Cancellation Notification was sent to your attention on August
  13, 2023.
  On or about August 30, 2023, Carrington received a verbal RMA. On or about August 31, 2023,
  the attached IAAN was sent to your attention advising the documents needed to complete the
  application, with a deadline date of September 15, 2023.
  The mortgage assistance application was considered complete on or about September 6, 2023.
  Accordingly, the application was forwarded to Carringtons *********************** for final
  review. Carrington sent the attached Complete Application Notice to your attention, advising that
  the application was complete and that Carrington would provide a decision in writing within thirty
  (30) days. On multiple occasions from September 8, 2023, through September 27, 2023,
  Carrington sent you emails to advise the file was under review and pending a decision.
  On or about September 28, 2023, Carringtons *********************** determined additional
  documentation was required to proceed with the mortgage assistance review. Specifically,
  complete **** were required from both parties listed as beneficiaries of the subject property.
  Please find attached the Loss Mitigation Application Notification dated September 29, 2023,
  which provides the documents needed to complete the review to be provided no later than
  October 14, 2023. On October 4, 2023, and October 11, 2023, Carrington emailed you to advise
  the documentation needed to complete the loss mitigation assistance review.
  On or about November 3, 2023, Carrington canceled the loss mitigation review because all
  documents needed to complete the review within the required timeframe were not received. The
  attached Cancellation Notification was sent to your attention on November 4, 2023.
  Lastly, Carrington received another verbal RMA on or about November 30, 2023. On or about
  December 4, 2023, the attached IAAN was sent to your attention advising the documents
  needed to complete the application, with a deadline date of December 19, 2023.
  Please note that it is Carringtons priority to ensure that our borrowers remain in their home and
  can continue making their monthly payments. As much as Carrington would like to assist
  everyone, we are not always able to offer loss mitigation assistance or provide mortgage
  assistance with the specific terms being requested because Carrington has to abide by investor
  requirements and applicable law. If loss mitigation assistance is offered, the terms are based on
  many factors, which may include investor guidelines, the status of the account, and the
  borrowers financial status and ability to make payments. Please note that we have no record
  of receiving a complete RMA.
  Regarding the delinquency of the account, the records show that the last payment was applied
  to the account on September 12, 2023, which satisfied the May 1, 2023 monthly payments in
  the amount of $1,063.03. For your reference, please find the attached loan payment history
  along with the transaction codes and definitions. The attached payment history accurately
  reflects the dates that funds were received and posted to the account, escrow disbursements
  and/or deposits, and fee assessments and/or adjustments. If, after review, you find that your
  payment records do not match Carringtons payment history, we encourage you to submit
  
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  supporting documentation so that we may further investigate your concerns. The information
  may be submitted to the ************************************** via facsimile to (800) 486-
  5134 or via ** Mail to Carrington Mortgage Services, LLC, P.O. Box ****, *********, **
  46074.
  On or about September 18, 2023, Carrington sent the attached Notice of Intent to Foreclose
  (***) to your attention. As of the date of the **** the account was contractually delinquent
  and due for the June 1, 2023 mortgage payment. The *** provided an amount of $5,536.23,
  less $392.04, held in the suspense account as the amount needed to cure the delinquency.
  Furthermore, please note that the *** also advised that subsequent payments, late charges,
  and other fees would be added to the reinstatement amount as they became due and assessed
  to the loan. Please be further advised that the *** is a system-generated letter that is issued for
  every loan that has become past due for more than thirty-one (31) days and is required by the
  loan documents prior to any initiation of a foreclosure proceeding. The *** provides a cure
  period to resolve the delinquency and information regarding the consequences for failure to cure
  the delinquency. Also attached, please find a copy of the ACT 91 Notice sent to your attention,
  for your review.
  On or about September 26, 2023, funds in the amount of $550.00 were received via electronic
  bill pay. However, the funds were rejected because the amount did not represent the total
  amount due to cure the default and/ or were no arrangements made for the total amount due.
  Due to the delinquency status of the account, on November 27, 2023, the account was referred
  to foreclosure. As of the date of the referral, the loan was paid through May 1, 2023, and
  contractually due for the June 1, 2023 mortgage payment and subsequent mortgage payments.
  On or about December 13, 2023, funds in the amount of $5,993.00 were returned because the
  amount did not represent the total amount due to cure the default and/ or were no arrangements
  made for the total amount due. Attached please find the Payment Return letter dated December
  13, 2023, for your review.
  On or about December 13, 2023, Carrington sent you the attached Account Reinstatement
  Notification, good through December 26, 2023, that shows the total reinstatement amount of
  $8,557.62. Additionally, on or about December 16, 2023, Carrington sent you the attached
  Account Reinstatement Notification, good through December 29, 2023, that shows the total
  reinstatement amount of $8,557.62.
  As of the date of this correspondence, the account is in active foreclosure status, and the
  account is contractually next due for the June 1, 2023 monthly payment and subsequent
  payments. Moreover, our review confirms that Carrington has not received a complete RMA
  application to complete a review for mortgage assistance or reinstatement. Should you wish to
  further discuss reinstatement of the loan or mortgage assistance, we encourage you to contact
  our ************************* by phone at **************, Monday through Friday, from
  9:00 AM to 8:00 PM, Eastern Time.
  Based on the foregoing, we respectfully submit that Carrington has properly serviced the loan
  pursuant to the terms and conditions set forth in the mortgage loan documents and in
  accordance with applicable law. Further, Carrington has diligently worked with you on the loss
  mitigation process. Carrington takes all customer inquiries and complaints very seriously, and
  
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  we strive to address all matters brought to our attention as timely as possible. We would like to
  thank you for bringing this matter to our attention and allowing us the opportunity to address
  your concerns.
  In closing, please be advised that pursuant to the ****************** Protection Bureau
  (CFPB) guidelines, Carrington is required to suppress the reporting of loan and payment
  information to the credit bureaus for a period of sixty (60) days after receipt of a qualified written
  request and/or a Notice of Error.
  We trust that this communication addresses all of the concerns noted in the complaint. If you
  have any further questions, please contact the undersigned at **************, Monday through
  Friday, from 8:00 AM to 5:00 PM Pacific Time.
  Sincerely,
  ***********************
  Customer Advocate

• Initial Complaint

  11/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  At the beginning of Oct 2023, we started the process of selling our home. A contract was signed, and we had a closing date of Oct. 31, 2023. When the ************* Apex was doing research on the property, they discovered a problem with our property records. Carrington was sent a fax regarding what was needed to go to closing. A Partial Release (book **** pg 797 and 798) was filed by Carrington with only a legal description and ********************* the paper. According to ******** statues only a Member/Manger can sign on behalf of an LLC, or authority documentation must be attached with the recorded document (Apex). Carrington did not provide the documentation when they recorded the document with the county. This created a problem on selling our house. We have requested the correct the error by refile with the correct paperwork. I have contacted them via phone calls many times (10/19/23 to 11/27/23), to see when they can resolve the problem and am still waiting for Carrington to correct their mistake. All they can tell me is that their legal department has the information, and they are waiting to hear back from them. Apex has also made repeated attempts to Carrington to see how long it would be before they send the paperwork. We have push back the closing to Nov 30th 2023. It is now Nov. 27th and I am on them to correct the problem. We are well past the 30 days in which Carrington has to provide the paperwork. This should have been an easy fix, and it has turned into a nightmare. I could stand to lose the buyer for our home if this problem is not correct by Nov 30th.

  Business response

  01/03/2024

  SENT VIA THE BBB WEBSITE
  ***********************
  ************************************************************
  
  RE: **** **.: **********
  Borrower: ********************************************* Address: **********************************************************
  **** *****r: ********
  
  Dear ****************:
  The **************************** of **********************, LLC (Carrington) is in
  receipt of a complaint filed with the Better Business Bureau (BBB) and received in our office
  via email on November 27, 2023. Carrington is committed to responsible lending and servicing,
  and we would like to address any concerns you may have. The following is our response to the
  issue(s) raised in the inquiry.
  As we understand the complaint, you indicated that you started selling the property in October
  2023, when the title company researching the property determined there was a problem with the
  property records. You indicate that Carrington filed a Partial Release in 2019, signed by a Vice
  President, with only a legal description. You further indicate that according to the ********
  statute, only a member/manager can sign the document on behalf of an LLC, or authority
  documentation must be attached, which Carrington did not provide, with the recorded
  document. You indicate that you and the title company have contacted Carrington many times
  from October 19, 2023, through November 27, 2023, to correct the mistake with the partial
  release document; however, you were advised Carringtons **************** is reviewing the
  matter, and if it is not corrected by November 30, 2023, you could lose the buyer for the
  property. Your desired resolution is for Carrington to correct the Partial Release filed in 2019.
  At the outset, the records indicate the loan originated on April 23, 2016, in favor of Carrington,
  evidenced by the attached Note and Mortgage (First Mortgage), which Ottawa County
  recorded on or about May 4, 2016. On or about September 24, 2019, a corrective Mortgage was
  recorded to correct the legal description. Thereafter, the records indicate that a Partial Release
  of Mortgage was executed on or about October 28, 2019, by a Vice President on behalf of
  Carrington and recorded by Ottawa County on October 31, 2019.
  After a review of the account, the records indicate the Vice President did not have the authority
  
  to sign the Partial Release, which invalidated the document. Therefore, the Mortgage re-
  recorded on or about September 24, 2019, was sufficient; however, once the loan was paid in
  
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  full, a Release of Mortgage would be executed to fully release said Mortgage. Accordingly, a
  correction of the Partial Release would not be required.
  Regarding your communication with Carrington, the records indicate that Carrington has spoken
  with you or your title company on multiple occasions from October 17, 2023, through November
  29, 2023, either by phone or email regarding the ****** of the Partial Release. After a review of
  the account, the records indicate on or about November 29, 2023; this information was provided
  to the title company, which they accepted. We understand your frustration and apologize for any
  inconvenience the matter may have caused.
  The loan was paid in full on or about December 1, 2023. Thereafter, on or about December 7,
  2023, a request was submitted to process the lien release. On December 12, 2023, the
  attached Release of Mortgage was recorded by Ottawa County. For your reference, attached
  please find a copy of the recorded Release of Mortgage. For your reference, attached please
  find the loan payment history along with the transaction codes and definitions.
  In closing, Carrington takes all customer inquiries and complaints very seriously, and we strive
  to address all matters brought to our attention as timely as possible. We would like to thank you
  for bringing this matter to our attention and allowing us the opportunity to address and resolve
  your concerns. Furthermore, please know that Carrington remains committed to the highest
  standards of customer satisfaction and will continue to do the utmost to help our customers. If
  you wish to discuss the administration of the loan, you may contact our Customer Service
  Department at **************, Monday through Friday, from 8:00 AM to 9:00 PM, Eastern
  Time, for further assistance.
  We trust that this communication addresses all of the concerns noted in the complaint. If you
  have any further questions, please contact the undersigned at **************, Monday through
  Friday, from 8:00 AM to 5:00 PM Pacific Time.
  Sincerely,

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been trying to pay my mortgage for the past 3 months and their phone system is currently not working and their app doesn't let me pay my mortgage.I tried several phone numbers and email address but no one is responding to me. As a result my credit tanked for the past 3 months.

  Business response

  01/03/2024

  *******************************
  **************************************
  **********, ** *****
  RE: **** **.: **********
  Borrower: *******************************
  Co-Borrower: *************************
  Property Address: ************************************************************************
  **** **.: ********
  
  Dear **********************,
  The **************************** of **********************, LLC (Carrington) is in
  receipt of your complaint filed with the Better Business Bureau (BBB) and received in our office
  on November 21, 2023. Carrington is committed to responsible lending and servicing, and we
  would like to address any concerns you may have. The following is our response to the issue(s)
  raised in the complaint.
  As we understand the complaint, you stated that you had been trying to make your mortgage
  payment for the last few months, but the Carrington mobile application was not allowing you to
  pay the mortgage. You stated you tried several phone numbers and email addresses, but no one
  is responding. You further stated that your credit has been impacted because of this matter.
  As a preliminary matter, the records indicate that you filed for protection under a Chapter
  7 Bankruptcy on June 6, 2023 in the U.S. Bankruptcy Court for the Western District of
  ********* (******* Division) and the case remains active. Accordingly, it is important
  that you understand that this correspondence is not an attempt to collect a debt, but
  merely an informational response to the concerns raised in the instant complaint.
  Due to the legal requirements on mortgage loans during an active bankruptcy, Carrington, as the
  servicer, limits access to making payments online through the Carrington website. If you would
  like to make a payment, you may call into our *************************** at the number
  provided below. If the account is within one month of the due date, the Customer Service
  Department can process a payment by phone. If the account is due for more than a month, you
  will be routed to a representative within our ********************* to assist you. You also have
  the option to send in a payment by mail to the active bankruptcy payments mailing address at:
  Carrington Mortgage Services
  **** *** ****
  *******, ** *****
  
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  When mailing a payment, please make sure to include the loan number on the check. You may
  also elect to set up payments through your ******************* pay service, ensuring that the loan number
  is clearly identified. For the bill pay option, you may mail it to the active bankruptcy payments
  mailing address detailed above.
  Regarding your concerns that you have tried calling several phone numbers, but no one is
  responding, the records indicate that Carrington spoke with you by phone on August 1, 2023 and
  September 15, 2023. After reviewing these phone calls, the representative advised you on August
  1, 2023 that online payment access is available once the account is no longer in active
  bankruptcy. During the phone call on September 15, 2023, you were transferred to a
  representative from our ********************* who was able to process a payment by phone.
  Regarding your concerns with your credit reporting being impacted, it is important to note that
  Carrington is obligated by federal law to provide timely and accurate credit reporting regarding
  the loan status, payment history and loan information. The records indicate that Carrington did
  not receive the July 2023 through the October 2023 mortgage payments within the month
  in which they became due; therefore, Carrington reported the account as late for these
  months. Carrington has determined that the information reported to the credit reporting
  agencies properly reflects the payment history and loan information. Therefore, we cannot
  make the requested changes to the reported information.
  As it pertains to your concerns that you tried emailing Carrington but no one is responding to you,
  we were unable to locate an email received regarding this matter. Accordingly, we encourage you
  to provide specific details regarding your concerns as it pertains to the account by submitting your
  written correspondence directly to our ************************************** via fax to (800)
  ******** or via regular mail to Carrington Mortgage Services, LLC, P.O. Box ****, *********, **
  46074. Please include your loan number on all pages of your correspondence.
  As of the date of this letter, the account is paid through the October 1, 2023 mortgage payment
  and due for the November 1, 2023 and each subsequent mortgage payment. For your reference,
  attached please find a loan payment history along with the transaction codes and definitions.
  Based on the foregoing, we respectfully submit that we have properly addressed your concerns.
  Carrington takes all customer inquiries and complaints very seriously, and we strive to address
  all matters brought to our attention as timely as possible. We would like to thank you for bringing
  this matter to our attention and allowing us the opportunity to address your concerns.
  Furthermore, please know that Carrington remains committed to the highest customer satisfaction
  standards and will continue to do the utmost to help our customers.
  If you would like to discuss the administration of the loan further, we encourage you to contact
  our *************************** at **************, Monday through Friday, from 8:00 AM to
  9:00 PM, Eastern Time.
  Lastly, please be advised that pursuant to the ************************************ guidelines,
  Carrington is required to suppress the reporting of loan and payment information to the credit
  bureaus for a period of sixty (60) days after receipt of a qualified written request and/or a Notice
  of Error.
  
  3
  
  We trust that this communication addresses all the concerns noted in the complaint. If you have
  any further questions, please contact the undersigned at **************, Monday through Friday,
  from 8:00 AM to 5:00 PM, Pacific Time.

• Initial Complaint

  11/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Carrington Mortgage purchased my mortgage from **** of America. Previously **** of America was NOT reporting my mortgage payments to my credit report due to my filing bankruptcy in 2011 (chapter 7). We were told by an attorney not to reaffirm the mortgage in the bankruptcy, but to just continue making on time payments. I have been making on time payments for 12 years and nothing has been reported to my credit report. I have asked several ***** of **** of America and Carrington Mortgage as to why this is the case and Im told its because it was marked as bankruptcy. I am still in this home, it was not included in the bankruptcy, and I would like my 12 years of payments to be reported to my credit report.

  Business response

  01/03/2024

  Please see attached response. 

  Business response

  02/14/2024

  ****************************
  *********************************************************
  RE: **** **.: **********
  Borrower: ****************************
  Co-Borrower: **************************
  Co-Borrower: ****************************
  Property Address: **************************************************
  ********* **.: ********
  
  Dear ****************:
  The **************************** of **********************, LLC ("Carrington") is in
  receipt of your complaint filed with the Better Business Bureau ("BBB") and received in our office
  on November 20, 2023. Carrington is committed to responsible lending and servicing, and we
  would like to address any concerns you may have. The following is our response to the issue(s)
  raised in the complaint.
  As we understand the complaint, you claim that Carrington is not reporting the mortgage
  payments to the credit reporting agencies because you did not reaffirm the mortgage debt prior
  to receiving a discharge on the bankruptcy you filed. Your desired resolution is for Carrington to
  start reporting the mortgage payments to the credit reporting agencies.
  As a preliminary matter, the records indicate that you filed for protection under Chapter 7
  Bankruptcy on July 6, 2011, in the ** Bankruptcy Court for the Western *********************
  (**********) and were discharged on October 25, 2011. As you did not file a reaffirmation before
  obtaining the discharge, you are no longer personally liable to repay the discharged debt.
  Accordingly, it is important to understand that this correspondence is not an attempt to
  collect a debt but merely an informational response to the concerns raised in the instant
  complaint. That said, the bankruptcy discharge did not extinguish the mortgage lien
  against the property, which remains in place and enforceable in accordance with its terms.
  Regarding your request for Carrington to resume reporting payment history and loan
  information to the credit reporting agencies, it is important to note that because you did
  not reaffirm the debt prior to the court granting a discharge of debt, Carrington is
  prohibited from reporting on the discharged debt. If you have any questions regarding the
  discharge, we encourage you to consult with the advisors of your choice. Carrington cannot
  provide you with any legal advice.
  
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  Based on the foregoing, we conclude that we have now addressed your concerns. Please know
  that Carrington takes all customer inquiries and complaints very seriously, and we strive to
  address all matters brought to our attention as timely as possible. We want to thank you for
  bringing this matter to our attention and allowing us the opportunity to address your concerns.
  Furthermore, please know that Carrington remains committed to the highest standards of
  customer satisfaction and will continue to do the utmost to help our customers.
  Lastly, as it pertains to the account status reported for the co-borrowers, please be advised that
  pursuant to the ************************************ guidelines, Carrington is required to
  suppress the reporting of loan and payment information to the credit bureaus for a period of sixty
  (60) days after receipt of a qualified written request and/or a Notice of Error.
  We trust that this communication addresses all of the concerns noted in the complaint. If you have
  any further questions, please contact the undersigned at **************, Monday through Friday,
  from 8:00 AM to 5:00 PM, Pacific Time.
  
  Sincerely,
  ********************************
  Customer Advocate

• Initial Complaint

  11/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a call from Carrington mortgage every day for nearly 2 weeks. It was an auto message that gave me no information and since I have four loans I had no idea what they wanted. So when each time I called in, it was ridiculous trying to get help. On Nov eighth I called and asked for a supervisor and explained what had been happening in the weeks previous. He went through each of my loans with me and explained that there was an escrow shortage and a payment change. Then he gave me the amounts which I paid . He also gave me the amounts of my new mortgage payment so I could go into my bill, pay with my bank and adjust the monthly payments, which I did.I was assured this hadnt affected my credit. And I decided to call on the 15th Just to receive verification since my payments post on that day. I asked for a supervisor. When this supervisor got on the telephone, she absolutely did not possess any customer service capabilities. She was rude, antagonistic, offensive, and beyond argumentative. She made it very clear. She had no intentions of helping me . After several minutes of struggling to converse with her, I told her to F off. This is not a usual occurrence for me, this is entirely in response to her horrible treatment of my situation.Within an hour I received notification that my credit score had taken a negative impact. Then a couple hours later I received another notice of this occurrence on my credit score again. I have no doubt this horrible despicable supervisor, under the employment of Carrington mortgage, services deliberately intentionally, and with malice made these notifications simply for the purpose of creating a negative impact on my credit score.I will submit the papers with the ratings from the assistance I received from the supervisor on November 8 . I also have the notice in the notifications as to the impact of my credit score within hours of my conversation with vile woman

  Business response

  12/19/2023

  **********************
  **** ****** *** **
  ********, ** *****
  RE: **** **.: **********
  Borrower: ****************************
  Co-Borrower: **********************
  
  Property Address: ***********************************************************************
  **** **.: ********
  
  Dear **************:
  The **************************** of **********************, LLC (Carrington) is in
  receipt of your complaint filed with the Better Business Bureau (BBB) and received in our office
  via email on November 16, 2023. Carrington is committed to responsible lending and servicing
  and we would like to address any concerns you may have. The following is our response to the
  issue(s) raised in the complaint.
  As we understand the complaint, you state that you have four (4) loans and received calls with
  auto messages from Carrington every day for nearly two (2) weeks and were unaware of the
  reason for the calls. You indicate that you spoke with a supervisor on November 8, 2023 and he
  reviewed each of your loans and explained there was an escrow shortage and the monthly
  payment changed. You further indicate that he advised of the amounts and that it had not
  impacted your credit score. You state that you paid the amount and updated your bill pay service
  with the new payment amount. Lastly, you state that you spoke with a supervisor on November
  15, 2023 to verify a payment made that day. You allege that the supervisor was rude, antagonistic,
  offensive, and argumentative and did not intend to assist you. You further allege that after the
  call, you received notifications that your credit score was negatively impacted and believe the
  supervisor deliberately sent these notifications to the credit bureaus. Your desired resolution is
  for Carrington to remove the late payment reported to the credit bureaus.
  At the outset, the records reflect that you have nine (9) active loans with Carrington for properties
  located in **************. Please note that Carrington completed an escrow analysis on August
  25, 2023 for each loan as part of the regularly scheduled annual analysis cycle for loans secured
  by property located in the ***********************. The attached Annual Escrow Account
  Disclosure Statements dated August 25, 2023 were sent to notify you of the payment changes for
  each loan. Specifically, for the above-referenced loan, the monthly payment increased from
  $632.39 to $694.53 beginning with the October 1, 2023 monthly payment.
  
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  On or about October 13, 2023, Carrington received a payment in the amount of $639.37 for the
  above-referenced loan. Because the payment in the amount of $639.37 was insufficient for the
  full October 2023 monthly payment, the funds were applied to the suspense account. Please note
  that any funds received that are less than the full contractual monthly payment may be applied to
  the suspense account. Once additional funds are received in an amount sufficient to satisfy the
  full contractual monthly payment, the funds are then applied towards the contractual monthly
  payment.
  On or about October 23, 2023, Carrington contacted you regarding the October 2023 monthly
  payment for the above-referenced loan. The representative explained that the monthly payment
  increased to $694.53 beginning October 1, 2023 and the payment received on October 13, 2023
  was applied to the suspense account because it was insufficient to satisfy the October 2023
  monthly payment. The representative further advised of the additional amount to fully satisfy the
  October 2023 monthly payment.
  Thereafter, Carrington attempted to contact you again on or about October 31, 2023, November
  2, 2023, and November 3, 2023, regarding the above-referenced loan because the October 2023
  monthly payment remained due.
  On or about November 8, 2023, you returned Carringtons calls and requested to speak with a
  supervisor. The call was then escalated to a senior representative. After review, the senior
  representative confirmed the calls were intended for the above-referenced loan. The senior
  representative explained that the monthly payment increased, and the payment received on
  October 13, 2023 was insufficient to satisfy the October 2023 monthly payment. Additionally, the
  senior representative advised that the new monthly payment was in the amount of $694.53 and
  additional funds in the amount of $55.16 were required to fully satisfy the October 2023 monthly
  payment. During this call, you inquired if a late fee was assessed. Accordingly, the senior
  representative advised a late fee in the amount of $17.56 was assessed for October 2023. You
  then authorized a one-time payment in the amount of $55.16. That same day, the one-time
  payment in the amount of $55.16 was combined with suspense funds in the amount of $639.37
  to satisfy the October 2023 monthly payment. Please note that the late fee was waived as a
  courtesy.
  As it pertains to credit reporting, it is important to note that pursuant to the terms of the Note, all
  payments are due on the first (1st) day of the month and are considered late as of the second (2nd)
  day of the month. If the payment is not received by Carrington on or before the sixteenth (16th)
  day of the month (Grace ******** a late fee may be assessed to the loan after the Grace
  Period. Furthermore, any payment received by Carrington after the month in which the
  payment is due may be reported to the credit bureaus as delinquent. As indicated above,
  the October 2023 monthly payment was satisfied on November 8, 2023. As a result, the
  account was reported as thirty (30) days late for October 2023.
  Please note that Carrington is obligated by federal law to provide timely and accurate credit
  reporting in regard to the current loan status, payment history and loan information. Based on the
  foregoing review, Carrington has determined that the information reported to the credit bureaus
  properly reflects the payment history and loan information. Therefore, Carrington respectfully
  declines your request to change the reported information.
  
  3
  
  On or about November 15, 2023, Carrington received a payment in the amount of $694.53 for the
  above-referenced loan, which satisfied the November 2023 monthly payment. As of the date of
  this correspondence, the account is paid through November 1, 2023 and contractually due for the
  December 1, 2023 monthly payment. Attached for your reference is a copy of the payment history
  along with the transaction codes and definitions.
  That same day, on November 15, 2023, the borrower contacted Carrington regarding the late
  payment reported to the credit bureaus for the above-referenced loan. The representative
  explained that the monthly payment increased and the full October 2023 monthly payment was
  satisfied on November 8, 2023. As a result, the account was reported as late.
  Shortly after, Carrington received your call requesting to speak with the escalations team
  regarding the late payment reported to the credit bureaus for the above-referenced loan. The call
  was then transferred to a senior representative. The senior representative explained that the
  October 2023 monthly payment was fully satisfied on November 8, 2023. As a result, the account
  was reported as late to the credit bureaus for October 2023. You were dissatisfied with the
  explanation and requested to speak with a supervisor.
  As requested, the call was transferred to a supervisor. You advised the supervisor that you
  previously received call recordings from Carrington and were unaware which loan it was
  concerning. You further advised that during the call on November 8, 2023, the representative
  confirmed there would not be any adverse credit reporting. Accordingly, the supervisor reviewed
  the account and advised that during a call on October 23, 2023, Carrington notified you of the
  short payment and the additional amount to fully satisfy the October 2023 monthly payment. The
  supervisor further advised that she will review the call recordings on November 8, 2023 and if it
  is confirmed that you were advised that there would not be any adverse credit reporting then a
  credit update will be submitted.
  After the call, the supervisor reviewed the call recordings and confirmed credit reporting was not
  discussed during the November 8, 2023 calls. Furthermore, we reviewed the call on November
  15, 2023 with the supervisor and found no evidence of the supervisor being rude, antagonistic,
  offensive, or argumentative.
  Please note that Carrington takes all customer inquiries and complaints very seriously and we
  strive to address all matters brought to our attention as timely as possible. We would like to thank
  you for bringing this matter to our attention and allowing us the opportunity to address your
  concerns. Furthermore, please know that Carrington remains committed to the highest standards
  of customer satisfaction and will continue to do the utmost to help our customers.
  If you would like to further discuss the administration of the loan, we encourage you to contact
  our *************************** at **************, Monday through Friday, from 8:00AM to
  9:00PM, Eastern Time.
  Lastly, please be advised that pursuant to the ************************************ guidelines,
  Carrington is required to suppress the reporting of loan and payment information to the credit
  bureaus for a period of sixty (60) days after receipt of a qualified written request and/or a Notice
  of Error.
  
  4
  
  We trust that this communication addresses all of the concerns noted in the complaint. If you have
  any further questions, please contact the undersigned at **************, Monday through Friday,
  from 8:00AM to 5:00PM, Pacific Time.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My loan was transferred to Carrington a few months ago and they did not honor the 60 months escrow shortage spread I had with my previous lender. When I received notice of my higher payment that would start this month, I called to request them honor the escrow shortage spread and they said they would open a task for the escrow department to complete it. However, nobody called me to advise that they would not honor a 60 month spread, only a 24 month spread. I have called multiple times this month to ask my payment be updated based on the *********************************************************

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Carrington took over my mortgage this year in the spring/early summer. They have yet to submit anything to have it show up on my credit report. After researching a group they rarely ever report to credit and I can not see about financing ******* due to it not showing up on my credit report.

  Business response

  12/08/2023

  *******************************
  **************************************************************************
  RE: **** **.: **********
  Borrower: *******************************
  Property Address: ************************************************************************
  **** **.: ********
  
  Dear ****************:
  The **************************** of **********************, LLC (Carrington) is in
  receipt of your complaint filed with the Better Business Bureau (BBB) and received in our office
  via email on November 7, 2023. Carrington is committed to responsible lending and servicing,
  and we would like to address any concerns you may have. The following is our response to the
  issue(s) raised in the complaint.
  As we understand the complaint, you state Carrington acquired the servicing rights to the loan
  and has yet to report any loan account information to the credit reporting agencies. Your desired
  resolution is for Carrington to report the loan account information to the credit reporting agencies.
  As a preliminary matter, on or about July 11, 2023, Carrington sent the enclosed Notice of
  Servicing Transfer (Hello Letter) advising the servicing of your mortgage loan was being
  transferred from ***** Mortgage to Carrington effective July 5, 2023.
  Additionally, the Hello Letter made you aware that, pursuant to federal law, Carrington would not
  assess any late fee or report any delinquency for the first sixty (60) days following the effective
  date of the service transfer. Specifically, the *********** Settlement Procedures Act (RESPA)
  at 12 USC 2605(d) prevents Carrington from treating any payment as late for any purposes until
  the expiration of sixty (60) days after the effective date of the servicing transfer. Commonly, loan
  servicers utilize this sixty (60) day transfer period to review the acquisition file received from the
  prior servicer and to ensure the records of the acquiring loan servicer reflect the correct loan
  information and status of the loan. To comply with RESPA guidelines, Carrington suppresses
  the reporting of loan and payment information to the major credit reporting agencies for
  the sixty (60) day period following the servicing transfer of loans to Carrington. Please
  note that Carrington reports around the tenth (10th) of the month for the previous month,
  and on or about November 10, 2023, Carrington accurately reported October 2023 as
  current to the credit reporting agencies.
  Notwithstanding the above, if your records differ from ours, we encourage you to provide a written
  statement of the error(s) along with supporting documentation so we may review your concerns
  
  2
  
  further. To expedite receipt of these documents, we encourage you to send them directly to
  Carringtons ************************************** via fax to ************** or via regular
  mail to Carrington Mortgage Services, LLC, P.O. Box ****, *********, ** *****. Please include
  your loan number on all pages of the correspondence.
  Based on the foregoing, we respectfully submit that we have properly addressed your concerns.
  Carrington takes all customer inquiries and complaints very seriously, and we strive to address
  all matters brought to our attention as timely as possible. We would like to thank you for bringing
  this matter to our attention and allowing us the opportunity to address your concerns.
  Furthermore, please know that Carrington remains committed to the highest standards of
  customer satisfaction and will continue to do the utmost to help our customers.
  If you would like to discuss the administration of the loan further, we encourage you to contact
  our *************************** at **************, Monday through Friday, from 8:00 AM to
  9:00 PM, Eastern Time.
  Lastly, please be advised that pursuant to the ************************************ guidelines,
  Carrington is required to suppress the reporting of loan and payment information to the credit
  bureaus for a period of sixty (60) days after receipt of a qualified written request and/or a Notice
  of Error.
  We trust that this communication addresses all the concerns noted in the complaint. If you have
  any further questions, please contact the undersigned at **************, Monday through Friday,
  from 8:00 AM to 5:00 PM, Pacific Time.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/20/2023 Carrington Mortgage made an unauthorized withdrawal of my mortgage payment. Doing so caused there to not be enough money in my checking account to cover the bills that I did authorize to be withdrawn on that day and days until my next pay period. My account was overdrawn because of this unauthorized transaction done by Carrington mortgage and I accrued over 21 over draft fees since this has happened. They have not returned the overdraft fees that have accrued because of their error. they also did send back my mortgage payment which then went mostly to overdraft fees, and on top of that I was charged $15 for them to send the payment back. now I have had min communication with them despite daily calls and emails to them. I sent them everything they asked for but days later I get an email stating that its not the right information or they dont accept screenshots. I last emailed on Thursday, and then finally got a response at 5pm on Monday, asking for an actual "running statement" from my bank. i have provided them with screenshots of my account daily and I have sent them emails of my account showing all the transactions from their illegal withdrawal and highlighted all the overdraft fees that happened because they took money without my permission, but they wait until 5pm days later to say its not good enough, but my bank closes at 4pm. they NEVER call back or email back during the hours when a bank is open as if they dont want you to be able to get them the information requested and then even when you do, they wait days to tell you "its not good enough." I was also told that this is my fault for not having enough money in my account to cover the withdrawal because I should also have enough incase a mistake like this happens. completely uncalled for comment and not true. a company should not illegally take an unauthorized withdrawal from a consumers checking account ever- that is stealing.

  Business response

  11/29/2023

  November 29, 2023
  SENT VIA BBB PORTAL
  
  *************************
  **********************************************************************
  RE: Loan No.: 4001102980
  Borrower: *************************
  Property Address: ********************************************************************
  File No.: 20797833
  
  Dear ****************,
  The **************************** of **********************, LLC (Carrington) is in
  receipt of your complaint filed with the Better Business Bureau (BBB) and received in our office
  on October 30, 2023. Carrington is committed to responsible lending and servicing, and we would
  like to address any concerns you may have. The following is our response to the issue(s) raised
  in the complaint.
  As we understand the complaint, you stated your first payment to Carrington was in July 2023,
  and you paid extra to the principal balance, but Carrington misapplied it to either interest or escrow
  every time. You stated you had contacted Carrington advising that the extra funds should be
  applied to the principal balance, which is then corrected, but that it keeps happening.
  As a preliminary matter, on July 10, 2023, Carrington sent a letter advising that the servicing of
  your mortgage loan was being transferred from Castle & ***** Mortgage, LLC to Carrington,
  effective July 5, 2023. Enclosed is a copy of the letter for your reference.
  In general, a payment that is equal to the full contractual mortgage payment will be applied
  based on the following payment hierarchy (unless the loan documents provide otherwise):
  principal and interest payment, escrow payment (if you have an escrow account for
  payment of property taxes and homeowners insurance), escrow advance/escrow shortage
  (if due), late charges (if due), other fees (if due), and principal reduction. Any partial
  payments you make will not be applied to your mortgage but instead are held in a separate
  suspense account. Once you pay the balance of the partial payment, the funds will be
  applied to your mortgage. However, please note that if your loan is current and you send
  additional funds, these additional funds will be applied to fees or other amounts owed on
  your account. The remaining funds will be applied to the principal balance as principal
  curtailment unless payment instructions are provided on how these funds should be
  applied to the account.
  
  2
  
  On or about July 25, 2023, Carrington received funds in the amount of $1,000.00. Carrington
  applied the funds received to satisfy the August 1, 2023 and the September 1, 2023 payments,
  and shorted the escrow account in the amount of $27.42 with the September 1, 2023 payment.
  On or about August 29, 2023, Carrington received funds in the amount of $1,000.00. Carrington
  applied the funds received to the October 1, 2023 and the November 1, 2023 payments, with the
  remaining funds in the amount of $40.66 applied as a principal curtailment.
  On September 14, 2023, a request was received to reverse the October 1, 2023 and the
  November 1, 2023 payments posted on August 29, 2023 and apply the funds as a principal
  curtailment. This request was completed and brought the account next due for the October 1,
  2023 payment.
  On or about September 26, 2023, Carrington received funds in the amount of $1,000.00.
  Carrington applied the funds to the October 1, 2023 and the November 1, 2023 payments, with
  the remaining funds in the amount of $40.66 applied as a principal curtailment.
  On October 23, 2023, a request was received to reverse the November 1, 2023 payment in the
  amount of $479.97 and principal curtailment in the amount of $40.66 posted on September 26,
  2023, and apply the funds as a principal curtailment. This request was completed and brought
  the account next due for the November 1, 2023 payment.
  On or about October 27, 2023, Carrington received funds in the amount of $1,000.00. Carrington
  applied the funds to the November 1, 2023 and the December 1, 2023 payments, with the
  remaining funds in the amount of $40.66 applied as a principal curtailment.
  Please be advised that contrary to your allegations that Carrington misapplied the above
  referenced payments, the records confirm that all your payments were made via ACH
  Eserv. Therefore, each bill pay transaction you authorized was converted into an electronic
  payment and transmitted to Carrington. When a bill pay is converted to an electronic
  payment, any posting instructions are not transmitted to Carrington. Accordingly, without
  receiving posting instructions in writing, Carrington applied the payments pursuant to the
  payment hierarchy outlined above.
  Notwithstanding the above, on November 7, 2023, Carrington received correspondence where
  you advised that the previous reversals were not completed accurately. You requested that your
  payments be fixed. As such, on November 8, 2023, Carrington reversed the payments received
  from July 25, 2023 through October 23, 2023 for a total reversal in the amount of $4,000.00.
  Subsequently, the funds were applied as follows:
  The August 1, 2023 payment was satisfied in the amount of $513.71 with an effective date
  of July 25, 2023 with the remaining funds applied as a principal curtailment in the amount
  of $486.29.
  The September 1, 2023 payment was satisfied in the amount of $513.71 with an effective
  date of August 29, 2023 with the remaining funds applied as a principal curtailment in the
  amount of $486.29.
  
  3
  
  The October 1, 2023 payment was satisfied in the amount of $479.67 with an effective
  date of September 26, 2023 with the remaining funds applied as a principal curtailment in
  the amount of $520.33.
  The November 1, 2023 payment was satisfied in the amount of $479.67 with an effective
  date of October 27, 2023 with the remaining funds applied as a principal curtailment in the
  amount of $520.33.
  We can confirm that your request to enroll in the AutoPay program was received and that the
  account was enrolled as of October 31, 2023. The confirmation letter, attached for your reference,
  advised that the first payment draft would occur on November 16, 2023 and would continue to
  draft on the 16th of each month. For your reference, attached please find a copy of the ACH
  Recurring Draft confirmation letter.
  As of the date of this letter, your account is paid through the November 1, 2023 mortgage payment
  and is next due on December 1, 2023 in the amount of $479.67. Carrington will process the ACH
  recurring draft payment on or about December 16, 2023. For your reference, attached please find
  a loan payment history along with the transaction codes and definitions.
  Based on the foregoing, we respectfully submit that we have properly addressed your concerns.
  Carrington takes all customer inquiries and complaints very seriously, and we strive to address
  all matters brought to our attention as timely as possible. We want to thank you for bringing this
  matter to our attention and allowing us the opportunity to address your concerns. Furthermore,
  please know that Carrington remains committed to the highest customer satisfaction standards
  and will continue to do the utmost to help our customers.
  If you would like to discuss the administration of the loan further, we encourage you to contact
  our *************************** at **************, Monday through Friday, from 8:00 AM to
  9:00 PM Eastern Time.
  Lastly, please be advised that pursuant to the ************************************ guidelines,
  Carrington is required to suppress the reporting of loan and payment information to the credit
  bureaus for sixty (60) days after receipt of a qualified written request and/or a Notice of Error.
  We trust that this communication addresses all the concerns noted in the complaint. If you have
  any further questions, please contact the undersigned at **************, Monday through Friday,
  from 8:00 AM to 5:00 PM Pacific Time.
  Sincerely,
  ***********************
  Customer Advocate

• Initial Complaint

  10/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The only reason I am a customer of **********************, LLC is because my former mortgage company, LoanCare, sold to them a few months ago. The transfer process was fine, but I have had nothing but issues since day one when it comes to my monthly payments. My first payment to them was in July 2023. Every month I pay extra as I am trying to pay off my house sooner. Every single month they keep posting my extra payment to interest/escrow. I have emailed and called and told them I want extra payments to go to Principal. When I called, customer service told me I have to request my extra payment to be applied to Principal for that to happen, which I have done more than once. They have gone back on a couple of payments and reversed/corrected them, but this month (for November payment) they still applied payment incorrectly even when I put a memo note on the transaction stating that extra is to go to Principal. It seems like they are intentionally trying to get more money out of their customers. No one in their right mind wants to pay extra towards interest. I don't know if this is considered "criminal" but I am feeling scammed.

  Business response

  02/21/2024

  *************************
  **********************************************************************
  RE: **** **.: **********
  Borrower: *************************
  Property Address: ********************************************************************
  **** ***: ********
  
  Dear ****************,
  The **************************** of **********************, LLC (Carrington) is in
  receipt of your complaint filed with the Better Business Bureau (BBB) and received in our office
  on October 30, 2023. Carrington is committed to responsible lending and servicing, and we would
  like to address any concerns you may have. The following is our response to the issue(s) raised
  in the complaint.
  As we understand the complaint, you stated your first payment to Carrington was in July 2023,
  and you paid extra to the principal balance, but Carrington misapplied it to either interest or escrow
  every time. You stated you had contacted Carrington advising that the extra funds should be
  applied to the principal balance, which is then corrected, but that it keeps happening.
  As a preliminary matter, on July 10, 2023, Carrington sent a letter advising that the servicing of
  your mortgage loan was being transferred from Castle & ***** Mortgage, LLC to Carrington,
  effective July 5, 2023. Enclosed is a copy of the letter for your reference.
  In general, a payment that is equal to the full contractual mortgage payment will be applied
  based on the following payment hierarchy (unless the loan documents provide otherwise):
  principal and interest payment, escrow payment (if you have an escrow account for
  payment of property taxes and homeowners insurance), escrow advance/escrow shortage
  (if due), late charges (if due), other fees (if due), and principal reduction. Any partial
  payments you make will not be applied to your mortgage but instead are held in a separate
  suspense account. Once you pay the balance of the partial payment, the funds will be
  applied to your mortgage. However, please note that if your loan is current and you send
  additional funds, these additional funds will be applied to fees or other amounts owed on
  your account. The remaining funds will be applied to the principal balance as principal
  curtailment unless payment instructions are provided on how these funds should be
  applied to the account.
  
  2
  
  On or about July 25, 2023, Carrington received funds in the amount of $1,000.00. Carrington
  applied the funds received to satisfy the August 1, 2023 and the September 1, 2023 payments,
  and shorted the escrow account in the amount of $27.42 with the September 1, 2023 payment.
  On or about August 29, 2023, Carrington received funds in the amount of $1,000.00. Carrington
  applied the funds received to the October 1, 2023 and the November 1, 2023 payments, with the
  remaining funds in the amount of $40.66 applied as a principal curtailment.
  On September 14, 2023, a request was received to reverse the October 1, 2023 and the
  November 1, 2023 payments posted on August 29, 2023 and apply the funds as a principal
  curtailment. This request was completed and brought the account next due for the October 1,
  2023 payment.
  On or about September 26, 2023, Carrington received funds in the amount of $1,000.00.
  Carrington applied the funds to the October 1, 2023 and the November 1, 2023 payments, with
  the remaining funds in the amount of $40.66 applied as a principal curtailment.
  On October 23, 2023, a request was received to reverse the November 1, 2023 payment in the
  amount of $479.97 and principal curtailment in the amount of $40.66 posted on September 26,
  2023, and apply the funds as a principal curtailment. This request was completed and brought
  the account next due for the November 1, 2023 payment.
  On or about October 27, 2023, Carrington received funds in the amount of $1,000.00. Carrington
  applied the funds to the November 1, 2023 and the December 1, 2023 payments, with the
  remaining funds in the amount of $40.66 applied as a principal curtailment.
  Please be advised that contrary to your allegations that Carrington misapplied the above
  referenced payments, the records confirm that all your payments were made via ACH
  Eserv. Therefore, each bill pay transaction you authorized was converted into an electronic
  payment and transmitted to Carrington. When a bill pay is converted to an electronic
  payment, any posting instructions are not transmitted to Carrington. Accordingly, without
  receiving posting instructions in writing, Carrington applied the payments pursuant to the
  payment hierarchy outlined above.
  Notwithstanding the above, on November 7, 2023, Carrington received correspondence where
  you advised that the previous reversals were not completed accurately. You requested that your
  payments be fixed. As such, on November 8, 2023, Carrington reversed the payments received
  from July 25, 2023 through October 23, 2023 for a total reversal in the amount of $4,000.00.
  Subsequently, the funds were applied as follows:
  The August 1, 2023 payment was satisfied in the amount of $513.71 with an effective date
  of July 25, 2023 with the remaining funds applied as a principal curtailment in the amount
  of $486.29.
  The September 1, 2023 payment was satisfied in the amount of $513.71 with an effective
  date of August 29, 2023 with the remaining funds applied as a principal curtailment in the
  amount of $486.29.
  
  3
  
  The October 1, 2023 payment was satisfied in the amount of $479.67 with an effective
  date of September 26, 2023 with the remaining funds applied as a principal curtailment in
  the amount of $520.33.
  The November 1, 2023 payment was satisfied in the amount of $479.67 with an effective
  date of October 27, 2023 with the remaining funds applied as a principal curtailment in the
  amount of $520.33.
  We can confirm that your request to enroll in the AutoPay program was received and that the
  account was enrolled as of October 31, 2023. The confirmation letter, attached for your reference,
  advised that the first payment draft would occur on November 16, 2023 and would continue to
  draft on the 16th of each month. For your reference, attached please find a copy of the ACH
  Recurring Draft confirmation letter.
  As of the date of this letter, your account is paid through the November 1, 2023 mortgage payment
  and is next due on December 1, 2023 in the amount of $479.67. Carrington will process the ACH
  recurring draft payment on or about December 16, 2023. For your reference, attached please find
  a loan payment history along with the transaction codes and definitions.
  Based on the foregoing, we respectfully submit that we have properly addressed your concerns.
  Carrington takes all customer inquiries and complaints very seriously, and we strive to address
  all matters brought to our attention as timely as possible. We want to thank you for bringing this
  matter to our attention and allowing us the opportunity to address your concerns. Furthermore,
  please know that Carrington remains committed to the highest customer satisfaction standards
  and will continue to do the utmost to help our customers.
  If you would like to discuss the administration of the loan further, we encourage you to contact
  our *************************** at **************, Monday through Friday, from 8:00 AM to
  9:00 PM Eastern Time.
  Lastly, please be advised that pursuant to the ************************************ guidelines,
  Carrington is required to suppress the reporting of loan and payment information to the credit
  bureaus for sixty (60) days after receipt of a qualified written request and/or a Notice of Error.
  We trust that this communication addresses all the concerns noted in the complaint. If you have
  any further questions, please contact the undersigned at **************, Monday through Friday,
  from 8:00 AM to 5:00 PM Pacific Time.
  Sincerely,
  ***********************
  Customer Advocate

• Initial Complaint

  10/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account Number: ********** I have had an awful experience with Carrington Mortgage Services as they have failed to acknowledge the forbearance plan during covid where I experienced financial hardship. I made all payments current as requested however they are still reporting inaccurate late payment on my credit report for March- May 2022. I have requested that they promptly current the furnishing of these inaccurate errors on my credit report but they simply ignore each request. I am well aware that On November 16, 2022, Carrington Mortgage Services LLC entered into a Consent Order with the ************************************* The Consent Order settles allegations that the business charged late fees to borrowers when their accounts were in forbearance, repeatedly provided false information about pandemic protection by requiring homeowners to remit their monthly payments immediately if not they could be facing foreclosure proceedings, when no payment was required. The business also misrepresented to homeowners that they needed to provide specific reasons in order to obtain a forbearance when they only needed to attest to financial hardship during the pandemic. The business also furnished information to the consumer reporting companies that certain borrowers' accounts were delinquent and failed to promptly notify the big three credit reporting companies about the errors. This is my last request to please update all credit reports to paid as agreed before notifiying the **** and my extremely litigious legal team.

  Business response

  11/29/2023

  November 29, 2023
  SENT VIA THE BBB WEBSITE
  ***********************
  *********************************************************************
  RE: **** **.: **********
  Borrower: ***********************
  
  Property Address: *******************************************************************
  **** **.: ********
  
  Dear ************:
  The **************************** of **********************, LLC (Carrington) is in
  receipt of your complaint filed with the Better Business Bureau (BBB) and received in our office
  via email on October 30, 2023. Carrington is committed to responsible lending and servicing and
  we would like to address any concerns you may have. The following is our response to the
  issue(s) raised in the complaint.
  At the outset, the records reflect that Carringtons ******************* Support Department
  received your initial inquiry on or about January 13, 2023, which raises the same issues as this
  current complaint. Accordingly, Carrington researched the loan and the attached response dated
  February 10, 2023 was sent to you. The records further reflect that Carrington previously received
  Automated Credit Dispute Verification ("ACDV) forms from the credit bureaus on September 14,
  2022 and April 20, 2023. Accordingly, Carrington responded to the credit bureaus on September
  29, 2022 and May 12, 2023 validating the account information. Nevertheless, please allow this
  correspondence to supplement Carringtons previous responses and address any new issues you
  have raised.
  As a preliminary matter, please allow this correspondence to clarify that the settlement between
  Carrington and the **** pertains to Carringtons implementation of the CARES Act, which
  offered consumers who are experiencing financial hardship due to the ******19 pandemic the
  opportunity to request a forbearance. Carrington agreed to settle with the **** to fully resolve
  the ****s claims relating to consumers who were impacted by the ******19 pandemic and
  sought a forbearance under the CARES Act. Under the CARES Act, a servicer may not assess
  late fees or report derogatory information to the credit bureaus during the ******19 forbearance
  period. After a thorough review of your account, we confirmed that no late fees were assessed
  and no derogatory information was reported to the credit bureaus during the forbearance period.
  As indicated in Carringtons previous response dated February 10, 2023, the account was placed
  on a ******19 Forbearance plan on March 31, 2020. Specifically, the records reflect that
  Carrington received your online request for mortgage assistance on or about March 27, 2020 due
  to being impacted by the ******19 Pandemic. Accordingly, on March 31, 2020, Carrington
  placed the account on a ******** Forbearance plan effective April 1, 2020 and continued to
  
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  grant forbearance extensions until the plan expired on February 28, 2022. Attached for your
  reference are copies of the ******19 Forbearance plan approval letter dated March 31, 2020
  and the expiration letter dated February 12, 2022.
  During the forbearance period, you were not required to make regular monthly payments
  and Carrington did not assess any late fees or report any derogatory information to the
  credit bureaus. However, it is important to understand that all missed payments suspended
  during the forbearance period were not forgiven. At the end of the forbearance period, you were
  not required to pay all the missed payments in full at once. The record shows that Carrington
  offered you a loan modification to bring the account current. ******************** mailed the attached Final
  Loan Documents Coversheet and final loan modification documents to you on or about January
  31, 2022.
  Please note that the Final Loan Documents Coversheet advises that the fully executed final loan
  modification documents must be returned by February 14, 2022. Because Carrington did not
  receive the fully executed documents, the loan modification was cancelled on or about March 21,
  2022.
  On or about March 28, 2022, an authorized third party contacted Carrington on your behalf to
  discuss the account status. Accordingly, the representative advised that a loan modification was
  previously offered but it was cancelled because you did not execute and return the documents.
  Per the authorized third partys request, the account was resubmitted for loss mitigation review.
  On or about May 13, 2022, the account was approved for another loan modification and the final
  loan modification documents were mailed to you on or about May 18, 2022. On or about May 25,
  2022, Carrington received the executed documents; however, the notary did not print his/her
  name as reflected on the notary stamp and the witness signature was missing on page 4 of the
  Loan Modification Agreement. Thereafter, Carrington received the attached fully executed
  documents on or about June 13, 2022, and the loan modification was completed on or about June
  21, 2022, which brought the account current and next due July 1, 2022.
  As it pertains to credit reporting, as indicated in Carringtons previous response, any payment
  received by Carrington after the month in which the payment is due may be reported to the credit
  bureaus as delinquent. It is important to note that Carrington resumed standard servicing after
  the forbearance plan expired on February 28, 2022. At the time, the account was in default and
  contractually due for the April 1, 2020 and all subsequent mortgage payments. Subsequently, the
  account was brought current with the loan modification on June 21, 2022. Due to the prior
  delinquencies, the account was reported as late to the credit bureaus for March 2022, April 2022,
  and May 2022. Since the loan modification, the account has remained current and Carrington
  reported the account as current to the credit bureaus. As of the date of this correspondence, the
  account is paid through November 1, 2023 and next scheduled to be paid on December 1, 2023.
  Attached for your reference is a copy of the payment history along with the transaction codes and
  definitions.
  Please note that Carrington is obligated by federal law to provide timely and accurate credit
  reporting in regard to the current loan status, payment history and loan information. Based on the
  foregoing review, Carrington has determined that the information reported to the credit bureaus
  properly reflects the payment history and loan information. Therefore, Carrington respectfully
  declines your request to change the reported information. Consequently, to the extent that the
  
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  complaint consists of any allegations of wrongdoing of any nature by Carrington or otherwise, all
  such allegations are respectfully denied.
  Based on the foregoing, we respectfully submit that we have properly addressed your concerns.
  Carrington takes all customer inquiries and complaints very seriously and we strive to address all
  matters brought to our attention as timely as possible. We would like to thank you for bringing this
  matter to our attention and allowing us the opportunity to address your concerns. Furthermore,
  please know that Carrington remains committed to the highest standards of customer satisfaction
  and will continue to do the utmost to help our customers.
  If you would like to further discuss the administration of the loan, we encourage you to contact
  our *************************** at **************, Monday through Friday, from 8:00AM to
  9:00PM, Eastern Time.
  Lastly, please be advised that pursuant to the ************************************ guidelines,
  Carrington is required to suppress the reporting of loan and payment information to the credit
  bureaus for a period of sixty (60) days after receipt of a qualified written request and/or a Notice
  of Error.
  We trust that this communication addresses all of the concerns noted in the complaint. If you have
  any further questions, please contact the undersigned at **************, Monday through Friday,
  from 8:00AM to 5:00PM, Pacific Time.
  Sincerely,
  *********************
  Customer Advocate

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