Carrington Mortgage Services

I called later that afternoon on October 11 and talked to customer service. They assured me that it would be a maximum of 5 days to correct this. They told me to call back Monday and check. I did that. Told to call again tomorrow or Wednesday. I called Wednesday. No results. I called again Thursday. No results. Called again Friday which is now one week or 5 business days from original payment. I was now told there was an error and the reallocation of funds was denied. I was told the error was how it was written up by the original person looking into this for me. Now I'm told it will be another 5 days. Well, now it's been 5 more days and I asked for a supervisor, she told me it is something that takes 15 business days. No idea why at least 10 other reps told me 5 or less days.

I am waiting now and meanwhile I have had to pay 2 rate lock extension fees for my new loan. I have called Carrington at least 10-15 times over the last 2 weeks to look into this. Sat on hold probably a total of an hour or more, because of their error. I even offered to pay the late fees but was told by supervisor I would have to mail it in to cashiering Dept and request it to go to the late fees. May take 5-7 business days to apply. I am so frustrated and stressed out by this bank's mistake and horrible inaccurate information. I would never recommend anyone do business with them.

This company, Carrington is in the business of foreclosures. They prey on the people who live paycheck to paycheck in the hopes you'll miss a payment. They will go through the "motions" to make you think they are helping you but they aren't. One missed payment leads to a barrage of mailings and calls, along with people at your door with no ID and your personal information thrown about haphazardly for anyone to get. They don't care. They operate just within the boundaries of the law and they know it.

We live, like most, primarily paycheck to paycheck with a few extra bucks in the bank. We missed a payment due to a direct deposit issue and new account opening. We called to explain and understood we would have additional fees but there was nothing we could do. They seemed to understand and ok with it. We paid the amount due when we could but it was towards the end of the month with the new payment close on the heels. When we didn't pay the next payment by the 1st (mind you we have a grace period) the mailing and calls started everyday, all day. It finally culminated with an arrogant man at the front door with no ID demanding to speak to the homeowner. When told he didn't live here as it was a rental he demanded the tenants provide information where to find him. He wouldn't leave.

At this point the tenant demanded ID and he refused, all the while saying it was a personal matter and he could not discuss it. OK, that's great but if you can't and won't discuss it with someone who isn't who you are looking for that's fine but if you won't show ID or any other form of ID why are you here demanding the same? Hmmm yeah I don't think so. He was escorted off the property via our dog and our Glock. He has not returned.

Please stay as far away from these people if possible. If you have the unfortunate mortgage deal like we did where it was sold and you have no choice, pay the mortgage... just pay it! Not that you shouldn't but things happen and circumstances change. I get it. Maybe your direct deposit didn't go through on the right day or whatever but keep these guys at bay and do what you must. They WILL NOT WORK WITH YOU, no matter what they say. The customer service center reps and the loss mitigation people are just robots with no care for anyone no matter what they tell you. Refinance, or try to pay it off sooner or just try and pay what you owe. These and many more like it have no conscience. Stay away.

After being on the phone for over an hour all the customer service rep could tell me is that we had uncollected interest and fees that transferred over with our mortgage. Which is a load of crap bc as I said the loan has always been on autopay. Never late.. Never missed a payment. Never modified. Thankfully I save EVERYTHING and I was able to pull mortgage statements, bank statements, etc. that clearly show that when the loan transferred. My first couple of payments went into some sort of a black hole (my bank statements show payments to carrington - but their records don’t show the payments being applied).

I’ve forwarded all the documentation to Carrington’s so called research dept. and courtesy copied the NH Banking Dept. under a “qualified request” subject to RESPA and other federal laws and regs... still waiting for resolution. In the meantime I discovered through poking around on their site.. that they have been applying ALL of our payments to interest only and that our payoff simply continues to rise. I estimate that they owe us almost $10k.

Sidebar. NONE of my mortgage statements from Carrington over the last two years show ANY amount as being past due or uncollected nor we have never received any kind of letter or notification from Carrington indicating that we owe uncollected fees and interest. Even our credit report shows that we have never been late and that all our payments have been made on time. However.. our credit report does show that payments didn’t start until November 2017 even though I have documented proof that I made payments in September and October 2017.

So in short.. these jerks have been misapplying payments from the beginning which in turn has resulted in “uncollected fees and interest” compounding and building in the background unbeknownst to us bc all of our statements show our monthly autopay with no other info and we would not have known that anything was amiss if it weren’t for the fact that we were refinancing.

We ended up moving forward with the refi with the payment to Carrington documented as “under protest.” The Banking Dept. attorney has advised that it will all get sorted out and that we will get our money back but that it would take some time. Oh and btw, we have a letter from Carrington conceding that they screwed up, and now the refund that is owed to us has been sitting in escrow for almost a month! I had to contact them today to demand MY money! I have an attorney who is ready to file suit if they don't get this issue resolved. In short, stay away from Carrington! But if your loan gets transferred to the, document EVERYTHING and KNOW YOUR RIGHTS UNDER RESPA! I'm confident this was my saving grace. I can’t even believe that this is real life.