Carrington Mortgage Mortgage Complaint

Carrington Mortgage Mortgage department,

Conventional fixed mortgage Loan servicing, payments, escrow account Florida

-Bureau of Consumer Financial Protection Department of Business Oversight- - -, - - - -, - - -, - -, - -Dear Consumer Protection Representatives, Please help me with this complaint against Carrington Mortgage Services and force them to refund the double remittance they received for my -/-/- mortgage payment. They also charged me a $46.00 late charges and a $20.00 fee that they claimed was " overdue ''. How can there be late charges when the payment due -/-/15 was received by them on -/-/-? I refinanced my house on -/-/2015 with - -. On -/-/2015 they prepared a Payoff Statement showing an outstanding principle of $130000.00 yet the statement dated -/-/- showed an outstanding balance of $130000.00. Why the - differenced for balances good until -/-/-? As I mentioned above, they received my -/-/- payment on -/-/- that cleared my bank on the same day. Obviously this payment was not included in the payoff amount dated -/-/2015 which noted that the -/-/- payment was still due. I was told by both - - and the title company who did my closing that I would


my escrow account, which to be fair only showed $3400.00 on the -/-/- statement. But where do they come up with these numbers ; should n't they match? My entire association with Carrington has been frustrating at best. When they first took over my account I tried to enroll in auto payments as I had my savings account set up to cover the payments with payroll deductions. This worked with the other - mortgage companies that serviced my account, but not with Carrington! Apparently - has a different routing number for my savings account and wrote them saying it needed updated. Rather than correcting it like the others did, they froze my account and prevented me from making any payments either online or over the phone. No matter how many phone calls I made to try and fix this, nothing was ever accomplished. They even shut down my access to my online account. They seemed to be doing everything they could to prevent me from making a timely payment. One time I was on the phone with their representative trying to make my payment from another bank account and I gave her the routing and account number directly from the check ; she even repeated the account information to make sure everything was right but nothing ever processed. However, they were quick to access a late payment fee. No wonder the " - '' website is full of similar complaints. Should n't some agency be investigating them? How can a company that has the ability to destroy people 's lives not have to maintain standards and accountability? Even when I got the - involved earlier this year, their representative was curt and totally unhelpful. I remember that she was able to spend what must have been hours researching my calls to Carrington ; but could n't spend a couple of minutes helping me out. Apparently their motto is " - them before you help them ''. Anyway, I 'm thankful to be working with - - now, a company with a solid reputation for taking care of their customers and this whole ordeal is almost behind me. So please, consumer protection agents, help me obtain my rightful refund from these scoundrels so I can have them forever in my past. Hopefully this letter and the attached statements will provide you with enough information to warrant further investigation. I look forward to hearing from you soon