Carrington Mortgage Mortgage Complaint

Carrington Mortgage Mortgage department,

VA mortgage Loan servicing, payments, escrow account Georgia

-/-/- and -/-/- - I tried to make a payment to Carrington Mortgage Services company on their website, as I 've been doing in -/-/- ; however, the website would not take my payment stating that I did not meet a certain criteria. I called the - customer service line to understand the criteria ; however, they were unable to explain the criteria and wanted me to pay $15.00 to accept my payment over the phone. I requested a Supervisor/Manager and they disconnected me from the line. My loan is not late, and I do not have any issues regarding my payment history. Desired solution : - They need to have a policy regarding calling payments into customer service that does not include paying $15.00, if they have proof that their website is not working properly. The website is free, and I would prefer to use it to make payments, but it was not working. - When a Supervisor/Manager is requested, they should have a process to connect someone with the Supervisor/Manager and not hang up on that person.