Carrington Mortgage Services

Basically, no matter what you do, they will continue to threaten you and try to strike fear in you. I will not be bullied by them and pray the someone my loan is sold elsewhere very soon. I hate this company with a passion. I have a following of about 3,000 people on social media and have spread the word to not to do business with them if you can help it. I encourage others to do the same. Put the word out there and let others know to beware and stay away.

At this point it sent our "past due amount" into the 90 days so they said they had grounds for Foreclosure. We call and ask what needs to be paid to stop the proceedings and they tell us $3,280. We overnight them a check, they hold the check for 5 days and then reject it, stating that the proceedings have already been filed and we need to pay the new amount. A guy delivers a legal docket to our home while we are at work and LEAVES IT WITH OUR BABYSITTER- not in a envelope or anything. She told them she wasn't the homeowner and that we would be home later that day. He left it anyway.

The paperwork for foreclosure wasn't filed until the day prior. They then tell us that we have to wait for the Reinstatement Letter to know how much to pay and give us 14 days to come up with the money. All the while, they're calling us asking why we aren't paying our bill and sending us statements. No lawyer will help and are telling us our only option is to pay up or file bankruptcy. What's to keep them from taking all this money (which we've had to borrow to even pay) and then still proceeding with the foreclosure process?

Now after 6 months and 5 more calls to them I still have not received anything in the mail from them except another letter saying I was late on a payment that had pulled out of my account 4 weeks prior. And now when I call they are saying my payment went up due to tax increase in my county but when I ask for paperwork on it and what I had in my escrow account they gave me the run around about it. What they are saying on the phone and doing are 2 totally different things Somebody needs to investigate this company for fraudulent business practices. All they do is rob people. In 3 years my account has lowered less than the previous 2 years. How the heck is that even possible. For as many customers this company rips off. Surely there must be a lawyer out there that can take them down. WHAT THIS COMPANY DOES CAN’T BE LEGAL.

If sent priority signature they said it takes several days to process. I had to go to Walmart and pay $22.00 to send by Western Union... Which I found out they couldn't block or delay. There was a time CitiMortgage paid a couple real estate taxes. So on every bill they had the total amount of the payment and showed elsewhere the tax paid. We always had the option to pay the total due to pay off loan. We almost always paid extra to pay on the tax portion also. Come to find out they didn't apply correctly. However we always had a payoff amount showing currently with fees, taxes and more online and on monthly statement.

At the last payment we was given over 5 different payoff numbers. The one in black and white, another they could never explain but was almost $5000 more than and others. Everyone with the company had a different number. They harassed and basically threatened to take our home continually. Tired of fighting and the endless phone calls. I paid the crazy figure of over $8,000 as requested online to pay what they wanted and go away. (Found out when by one of their people they sometimes lock the accounts to prevent you from paying unless you pay the total amount to pay off loan).

I paid it off online and money was transferred. Then the crap began again... One agent wanted over $2000 more, another said all is fine, another said $1000 more. I said I paid in full and I even got the next 2 statements showing balance was $0.00 and nothing was due. However one of the people would not stop calling. Sent certified registered letter to stop the phone calls, send deed and even sent copies of THEIR statements was paid. Even after that we still got calls. I had to send more letters to suppose their consumer office.

They then restarted the loan without our signatures for over $2,000. Sending us statements that we was missing payments. Threatening foreclosure. Attorney advised us to let them go and take us to court. He advised they would never want this in court because they would be facing a major lawsuit. In the meantime, they are holding our deed hostage. Over a year and still holding our house hostage. I'm seeing a consumer law attorney to file suit. Meantime... After we paid in full and restarted the loan without our permission they have reported to the credit bureau we are not making payments on a loan that was paid off.

Now, I need my end of year interest amount for my taxes, which are completed and ready to go with this exception, and true to the low rate outfit they are, this is impossible for me to get; I get "hijacked" every time I attempt to log in to my account online. Instead of going to my account, which I can see for one nano of a second, I am redirected to a screen with an announcement about refinancing. I DO NOT WANT TO REFINANCE!!! If I did, I most definitely would not refinance with this band of outlaws. All I want is to be able to complete my taxes. Other customers, PLEASE pray that we all win the lottery so that we can pay our way out of this Hell doing business as Carrington Mortgage Service.

On to Carrington in September 2018 - when I called them about the status they said they would have to send their own inspector but I would have to supply them with all of my documentation since BOA did not transfer any of that to them. They also stated that if I sent them the inspection documentation from BOA they would honor it. So contacted BOA who sent me an almost blank page but did have my loss draft account number, name and address and a line on it showing the repairs as being 100% complete. I sent this, via certified mail, with every invoice and image of signed cashed checks from my bank, along with 2 contractor W-9s for $15,000 of the work. The rest of the work was done by Lowe's- fence replacement and various workers who were referred to me (so didn't ask for W-9s or maybe they don't even have W-9s) but I did have their letterhead invoices and cashed checks.

I explained to both BOA and Carrington that I couldn't find a reputable contractor to take on the entire project due to the fact that everyone told me they were already booked for 2017 so I ended up having to manage my own project, outside of the initial emergency work. December 10, 2018 - almost 2 years after the storm damage, Carrington rep confirmed they had the documentation and asked if I wanted to request an inspection. I said yes. She told me I'd be contacted within 2 weeks of the call. I got a call second week in January 2019 with an automated message from Carrington asking if I wanted to request an inspection (press 1) if one was already requested, press 2. So I pressed 2.

I called them on 1/15/19 to find out why I still hadn't been contacted by an inspector. After reviewing my account and documentation, the rep told me that I didn't need an inspection and that I should be able to just get my check. He said he would request for the funds to be sent to me. I got an automated call on 1/18/19 stating that my request was denied because I needed to provide signed and notarized forms for W-9 using a form from their website, for everyone who provided service for this claim.

So there's 'the guy' I found to cut up and remove the 70 foot Hemlock tree (neighbors tree that only hit my house). This was so someone could get to the hole in the roof and the hole in the back of my house. Lucky to have gotten someone since this storm affected at least 3 counties so no help was to be found anywhere at the time-- we just ran around the town to see if someone would consider us a higher priority than other damages due to the gaping holes in the house and subzero temps. Then there's the guy he knew to remove the stump. The electrical guy, a friend of a friend, to fix a downed wire quickly, because National Grid was going to shut me down for a few days due to downed lines next to the house. There are many more but I can probably get W-9s from them.

What I won't get and don't have time for is the notarization-- are you kidding me??? Just send someone to my house and you'll see the work is done!! I also provided them with documentation of another $12,000 that I put into the house for other things as a show of good faith that I take care of my house! It wasn't money I planned on spending in 2018 but thought I'd better get those things done before the house was painted (as a result of storm damage) so that paint job wouldn't get ruined (by 1 chimney repair and 1 replacement, had to replace more than half of the roof myself - only the damaged part of the roof was covered by the insurance) and more...

They keep the money to make sure you're taking care of the house that they have a vested interest in. I've done more than show them that 'their' asset is being taken care of. Not only do I pay my mortgage on time every month, I also make sure my home is taken care of! I was so hopeful that Carrington would be better than BOA but they're not. I'm so disgusted.

Since they charge fees to pay over the phone or through online account. I used BoA Bill Pay for my mortgage payment, I submitted payment through BoA Bill Pay on 21st of November, when nothing was posted to my online mortgage account. It took Carrington about 3 weeks to post the payment to my account on 12 of December. That experience and being fearful of what will happen if my payment was not posted before the 15th of the month have made me to decide to pay them the $5 convenience fee to pay online. There is no way to contact Carrington through email, which I’m guessing they intentionally don’t want to leave paper trail for their deception services. This company is phony and too dishonest.

That dude comes back on and tells me they got a letter from FEMA saying I was required to have flood insurance but didn't have it. He then emailed me some document I've never seen, had no signature or name on it, and I don't have a copy of it in any of my closing/mortgage documents, that had a box ticked that my flood zone house with an FHA loan (which you can't not have flood insurance in a flood zone with an FHA loan) didn't require flood insurance. I went back to look at my monthly breakdown... Wanna know what was there? A MONTHLY FLOOD INSURANCE PAYMENT.

Guess what else? My online account had all the accurate policy information about my flood insurance. My only assumption is that this guy blatantly lied to try to make up some excuse and then sent me a fake document. The 3rd guy I talked to said he's never heard of them getting a letter like that, my account had no record of such a letter, and my account showed I had to have flood insurance and did. (He was nice but...) If you can, avoid these people.

I have written in to cancel the escrow portion multiple times, Carrington has not acknowledged my request, when I called to complain and follow up, their reps state - there is no escrow department service via phone - I must write a letter via regular mail or fax a written request. I tell them, "I have mailed in my requests" - Carrington refuses to acknowledge my requests! This is a nightmare! Bank of America will not help in this matter, because they had the right to sell my loan, and are not responsible for anything the new lender (that BoA forced on me) that Carrington Mortgage Services does.

Bank of America would apply my extra payments as monthly prepayments until the 1st of the month, then they would apply anything over the monthly payment to the principal. Carrington chose to keep my additional payment as a monthly prepay. I decided to make another additional payment to the principal in December. I called Carrington's customer service (service is a an oxymoron here) to ask them how to make a payment to principal. I made it very clear that I was not interested in a monthly prepayment; I wanted to pay down the principal. Their representative walked me through the process to make an additional payment on the website. I was hesitant, because there was no comment box to indicate that I wanted the payment to go to principal but the rep assured me that it would be automatically be applied to principal if I chose the "other amount" option.

December 1 rolled around, and Carrington (surprise!) applied my payment as a monthly prepayment instead of additional to principal. I called customer "service" again, and they told me that they would back it out for me and apply it to principal. They did not, so I opened a Consumer Financial Protection Bureau complaint. I also asked the rep how to avoid this problem in the future. She told me that the only way to be sure was to call and make the payment over the phone - an option that Carrington charges an outrageous $20 fee for doing. I told her that was unacceptable. She then told me to send a check. I pointed out all the reviews on this site and others that stated Carrington applied extra checks clearly labelled "principal" as monthly prepayments. She had not response.

Carrington's objective here is pretty clear. When you call customer service, you get treated to a recorded message about how they are a debt collector, anything you say can and will be used against you, blah, blah, blah. Did I mention that my account is on pace to be paid 15 years ahead??? Mortgages get sold to Carrington because they are unprofitable, and it is Carrington's job to make it profitable by collecting outrageous fees and making it impossible for you to make extra payments. I cannot understand how they get away with this. They would not be in business if consumers had a choice of mortgage servicers.

First my property tax bill for this year hasn’t been sent to anyone yet and the figure he gave me was what was paid in 2017 which was almost exactly the same as 2016. Yes my escrow account was going to be short by about $50 because something else increased in this year. In my past 30 years of experience that is what an escrow analysis is done for after the first of the year and then your payment gets adjusted and you pay your shortage. My new payment amount has me paying almost $1,000 over what I need in my escrow account not to mention I never received any notification that my payment was going up.

I was told they ran an escrow analysis after the loan was transferred to them. I told them I never received it and the wonderful customer service rep told me they didn’t have any control over the mail. He didn’t even offer to sent me a different one. I was also told that they are required to keep a two month cushion in the escrow account at all times. And I’ve never heard of a financial institution changing payments in December. So apparently now it’s legal for a company just to keep your money. I have never had horrible of a customer service experience. I highly discourage anyone from doing business with this company. I had to give them a one star rating here. I feel that is too high.

The Carrington customer service people I speak to don't seem to be able to answer my questions, and I feel like I get the "runaround." In addition, paying my mortgage each month has become a headache. In order to pay online, I have to pay a $5 "convenience fee." Seriously, I have to spend money to give them my money? I have been calling to pay each month to avoid the fee. It just irritates me that I have to pay a fee to pay my mortgage. For anyone looking for a mortgage company to purchase a home, steer clear of Carrington. Of course, even if you don't go with Carrington, you might end up with them anyway when your lender sells your mortgage.

I had to call in October because I still hadn't received anything. Finally, they provided me with an account number, but I chose not to pay over the phone or online because of their $5 fee. I mailed them a check for September and October payments and they cashed it. Now today, they had someone go out to my property trying to give my tenants an envelope addressed to me. At 8 o'clock on a SATURDAY MORNING! Not only that, but this individual was also asking the tenant for my address and phone number... that Carrington already had on file (I gave it to them earlier this month when I called them to get my account number)! I'd already called Carrington after they cashed the check for the payments to make sure they didn't need anything else, and the rep assured me that they did not. Now to have them visiting my property and essentially harassing my tenants is unacceptable. I am anxious for Monday so that I can call my lawyer about this situation.

PLEASE DO YOURSELF A FAVOR... READ THE REVIEWS ON THIS SITE. You'll be able to tell which reviews come from people who've actually dealt with this company versus the ones that seem fake. If you aren't so fortunate and are forced to deal with them, be sure to document EVERYTHING, including phone calls, get the names of the representatives you talk to, and consult with your lawyer. This place is unprofessional and just bad business all around.

By now we are well into mid-October enter Joe **. He promised he would make this loan happen. Just needed a few more pieces of paperwork. Today 10/26/2018 Joe could not make the loan happen. If it was done properly and at normal amount of time the loan would have gone through. I make out my credit cards thinking this loan is coming to get some work done around the outside of my house. Now Joe tells me something different. They say their goal is 100% satisfaction. I would give them 10% satisfaction.

You need to make sure that you adhere to the terms and conditions in your contract, then you need to create as much of a proven history with your dealing with them as possible, make copies of everything and create as much proof as you can in every single dealing you have with them. If it's something as simple as a fax you need to pay to fax it so you can get a receipt and a printed transmission verification report, this is all that will save you in court, you have to protect your own self and that start by collecting proof and evidence. I was not behind on my mortgage. I simply had a low credit score due to it being the only thing on my credit, we had no other debt and pay cash for everything, they got my loan in May of 2017 and they kept telling me not to make a payment. They didn't have me in their system yet.

I finally told them I had a 10 day grace period on my payment that was about to expire, I made my payment anyway (in keeping with my contract) by Western Union, they not only denied receiving my payment it took getting Western Union involved to get them to acknowledge it and they still didn't credit my May, June, or July payments until August all while sending me foreclosure notices, something I'd never received in 22 years.

Skip to May of 2018 exactly a year and they didn't credit the payment they received electronically from my bank on the 15th (my payment is due on the 20th). I faxed them a detailed report the bank printed out that contained all the transaction codes and a letter from the bank stating they did in fact get my payment on the 15th, I had to do that 7 times after which they sent me an unsigned letter asking for a copy of my bank statement which they did not need (they are fishing to see how much money you have which didn't work with me because after my research I talked with a lawyer who advised we set up an account for nothing but paying our house payment). I had to fax them a copy of my bank statement along with the original faxes an additional 3 times before they credited my payment and they still didn't credit it for the right date, they listed the payment received on the date they finally decided to credit it not the day they received it.

I made my payment on the 5th of this month and it has not been credited yet either and I bet you're wondering if I can prove anything I'm saying, you bet I can, everything from a copy of my credit report that shows nothing on it but my house which was in good standing with no late payments to a receipt and transmission verification report for every fax I sent them.

At this point I'm building proven paper fact evidence against them that they have a history of not crediting my payments, that's why I tell you all to get as many forms of proof that you can and it's best if you make your payments through something like online banking instead of directly through them because it creates evidence that can be corroborated by a third party. There are many state and federal resources I have not seen mentioned in any statement here that people must not be aware of but if they keep playing games with me I'm going to start a website with a list of all of them.

I should have taken the advice of my agent who told me that they had a bad reputation. I actually lost a house because the seller's agent went with another company who she had worked with prior to, and also worked with Carrington who she had a terrible experience with. This company should be reviewed by the feds/state to look over their practices, something shady is going on. No one is working during office hours, then you get a call out the clear blue on a situation that most of the time has been resolved. I went to another company the next day (Movement Mortgage), who has had great communication, day and night. Approved within days and finalized within a week or so. No headaches, no lapse in communication, everything went smooth. I close in 2 weeks.