Complaints

This profile includes complaints for Carrington Mortgage Services LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Carrington Mortgage Services LLC

  1600 S Douglass Rd Ste 200A Anaheim, CA 92806-5948

• 

  Carrington Mortgage Services, LLC

  2617 College Park Scottsbluff, NE 69361-2294

• 

  Carrington Mortgage Services

  7600 N Ingram Ave Ste 205 Fresno, CA 93711-5824

• 

  Carrington Mortgage Services, Inc.

  PO Box 791027 San Antonio, TX 78279-1027

• 

  Carrington Mortgage Services, LLC

  305 W Chesapeake Ave., Suite 400 Towson, MD 21204

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They took more from my account than they should have. I scheduled a second payment to made for the remaining balance of 877 12/31. Mind you I just got transitioned to them from previous mortgage company. Why I do not know. That being said for the month of January 2025 I scheduled to pay full mortgage amount for the month. They decided to take two payments from my account to where my next payment due is in March. Now my bank account is overdrawn. I have no money for food for my family and pets to eat. Im heartbroken and sad right now cause what am I to do. Why did they do something that I did not agree to do. I found online that carringtonmortgage under investigation for taking from people. I dont want no business with them and want to go back to movement mortgage. I cant deal with this headache. What Im to do with no funds and nobody to call for a helping hand. My heart is aching right now. I dont even have an order number cause they just took from my account. The bank confirmed they charged me twice.

• Initial Complaint

  Date:12/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/17/2024 I called my current Mortgage company and was informed that they have been sending me notifications to an address not listed on my account. Somewhere in **********. We updated it. Then i was transferred to the correct department. I explained to the gentlemen why I was calling and he didn't seem to care and was just in a rush to get me on and off the line. I then I asked if it was normal to allow people to call in on the account and make unauthorized charges. He then said please hold and cam back 5 mins later to inform he process my account for review but he never listened to what I was trying to accomplish or my security concerns about my acct just put me on hold to to an escalations cue in which I head for 15 mins with no one ever picking up

• Initial Complaint

  Date:12/16/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Problem Description:I sent Carrington Mortgage $5853.17 in November to cover my December house payment with $853.17 going towards my monthly payment and the additional $5000 to be applied to my principal mortgage balance. Carrington Mortgage took the $5000 and disbursed it how they saw fit. They took almost $1000 in FUTURE interest on a mortgage loan that has never been past due. That should be illegal. They should be fined for stealing from their customers. I am considering suing this company if they do not fix this immediately and apply the entire $5000 toward the principal which was my original intent. Looking at my mortgage payments and recent history in their system shows that I had been sending extra payments quarterly to pay down my principal balance, but this greedy company is doing everything to make sure I cannot pay off the mortgage early. This company needs to be investigated for mortgage fraud.

• Initial Complaint

  Date:12/16/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company assessed late fee and penalty for mortgage paying that was applied to an account that is not my bank for payment. I want the fees removed.

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2023 our homeowners taxes were increased to approximately $6000.00 because we had to prove our home was our primary residence. During this time, we made several house payments with this adjusted amounts. Once our country reviewed everything, our taxes were adjusted and sent back to Carrington. In addition, Carrington received the overage from the country. When we called to seek our refund, Carrington refused to send our overage.

  Business Response

  Date: 03/12/2024

  *******************
  *** **************
  **********, ** *****
  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 February 7, 2024. 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 the County taxes increased to approximately
  $6,000.00 as you needed to complete a homestead exemption with the taxing authority.
  Additionally, you advised that once the homestead exemption was applied, the County sent
  Carrington a refund, and you allege Carrington refused to issue you the overage. Your desired
  resolution is for Carrington to clarify this matter and provide you with a refund in the amount of
  $4,000.00.
  As a preliminary matter, on or about April 13, 2022, Carrington sent the enclosed Notice of
  Servicing Transfer ("Hello Letter") advising the servicing of your mortgage loan was transferred
  from United Wholesale Mortgage to Carrington effective April 4, 2022.
  Carrington acquired the loan with a total principal, interest, taxes, and insurance ("PITI") payment
  in the amount of $1,217.91, with the escrow portion of the monthly mortgage payment in the
  amount of $79.63. The records show that the escrow account included homeowners insurance
  (policy number ending in 0268) with an annual premium in the amount of $767.00 due in
  September 2023 and annual County taxes due in December 2022 in the amount of $188.51.
  A review of the records determined that on or about May 27, 2022, Carrington completed the
  enclosed escrow analysis in accordance with the *********** Settlement Procedures Act
  ("RESPA") as it pertains to newly acquired loans. The purpose of the ***** was to advise of
  the projected escrow activity for the escrow cycle beginning July 1, 2022 and ending June 30,
  2023. More specifically, the ***** projected that the annual homeowners insurance premium
  would be in the amount of $767.00 and the annual County taxes would be in the amount of
  
  2
  
  $188.51. Correspondingly, the total disbursements for the escrow cycle beginning July 1, 2022
  and ending June 30, 2023 were calculated to be $955.51. The total projected escrow advances
  divided by twelve (12) equals $79.62 per month and represents the required escrow payment
  beginning July 1, 2022.
  Please note that a mortgage servicer is permitted by law to collect an escrow cushion. An escrow
  cushion is a minimum amount of money held in the escrow account to prevent the escrow balance
  from being overdrawn. The reason escrow cushions are permitted is that from time to time,
  payments for escrow items may become due in excess of funds available in the escrow account.
  Specifically, RESPA authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two
  (2) months of escrow payments) of the total annual projected escrow disbursements made during
  an escrow cycle over twelve (12) months unless state law allows for a lesser amount. Additionally,
  when the escrow balance reaches its lowest point during the escrow cycle, that balance is
  targeted to be the 1/6th escrow cushion amount (12 CFR 1024.17(c)(5)).
  In light of the above, Carrington is authorized to collect no more than 1/6th of the total projected
  escrow disbursement for the escrow cycle beginning July 1, 2022 and ending June 30, 2023. The
  ************ cushion that Carrington may collect is $159.24 for this escrow cycle.
  As shown on this *****, this escrow analysis resulted in an escrow shortage in the amount of
  $0.01. For an explanation of how the escrow shortage is calculated, please refer to the next
  section of the *****, below the Projected Escrow Activity from July 2022 through June 2023,
  and note the projected low point balance of $****** for September 2022. Looking at the next
  column for the same date under "Required," please note that the low point balance should be
  $159.24 (1/6th cushion). The shortage is the difference between the projected low point balance
  of ****** and the required low point balance of $159.24, which equals $0.01. The following is a
  breakdown of the total payment in the amount of $1,217.90 beginning July 1, 2022.
  
  Principal and Interest Payment: $ 1,138.28
  Escrow Payment: $ 79.62
  Total: $ 1,217.90
  
  On or about December 19, 2022, Carrington disbursed the County taxes in the amount of
  $9,567.47 from the escrow account in accordance with the tax bill received from the
  County. Please note at this time, taxes were billed by the County at the fully assessed value
  of the property, and there was no homestead exemption on the tax bill received from the
  County. We encourage you to reach out to the *********************** with any questions
  pertaining to your tax bill and/or exemptions.
  On or about January 13, 2023, Carrington performed a new escrow analysis and sent you the
  enclosed *****. It is important to understand that Carrington analyzed the escrow account
  pursuant to the regular escrow analysis scheduled for properties in **************. The purpose
  of the ***** was to advise of the projected escrow activity for the escrow cycle beginning March
  1, 2023 and ending February 29, 2024. More specifically, the ***** projected that the annual
  homeowners insurance premium would be in the amount of $966.00 and the annual County taxes
  would be in the amount of $9,567.47. Correspondingly, the total disbursements for the escrow
  cycle beginning March 1, 2023 and ending February 29, 2024 were calculated to be $10,533.47.
  The total projected escrow advances divided by twelve (12) equals $877.78 per month and
  represents the required escrow payment beginning March 1, 2023.
  
  3
  
  In light of the above, Carrington is authorized to collect no more than 1/6th of the total projected
  escrow disbursement for the escrow cycle beginning March 1, 2023 and ending February 29,
  2024. The ************ cushion that Carrington may collect is $1,755.56 for this escrow cycle.
  As shown on this *****, this escrow analysis resulted in an escrow shortage in the amount of
  $11,842.59. For an explanation of how the escrow shortage is calculated, please refer to the next
  section of the *****, below the Projected Escrow Activity from March 2023 through February
  2024, and note the projected low point balance of negative $10,087.03 for January 2024. Looking
  at the next column for the same date under "Required," please note that the low point balance
  should be $1,755.56 (1/6th cushion). The shortage is the difference between the projected low
  point balance of negative $10,087.03 and the required low point balance of $1,755.56, which
  equals $11,842.59. The following is a breakdown of the total payment in the amount of $3,002.94
  beginning March 1, 2023.
  
  Principal and Interest Payment: $ 1,138.28
  Escrow Payment: $ 877.78
  Escrow Shortage Payment: $ 986.88
  Total: $ 3,002.94
  
  The increase in County taxes and annual homeowners insurance attributed to the escrow
  shortage and overall monthly mortgage payment increase from $1,217.90 to $3,002.94.
  The records indicate you contacted Carrington's tax vendor, CoreLogic, several times in May
  2023 and June 2023 to advise of a tax exemption and an anticipated refund from the County in
  the amount of $6,937.65. On or about June 16, 2023, SWBC advised you that no tax refunds
  have been received; however, the annual County tax amount was updated to $2,629.82 based
  on the anticipated refund, and a new escrow analysis was requested.
  On or about June 20, 2023, Carrington performed an out-of-cycle escrow analysis and sent you
  the enclosed *****. The purpose of the ***** was to advise of the projected escrow activity
  for the escrow cycle beginning May 1, 2023 and ending April 30, 2024. More specifically, the
  ***** projected that the annual homeowners insurance premium would be in the amount of
  $966.00 and the annual County taxes would be in the amount of $2,629.82. Correspondingly, the
  total disbursements for the escrow cycle beginning May 1, 2023 and ending April 30, 2024 were
  calculated to be $3,595.82. The total projected escrow advances divided by twelve (12) equals
  $299.65 per month and represents the required escrow payment beginning May 1, 2023.
  In light of the above, Carrington is authorized to collect no more than 1/6th of the total projected
  escrow disbursement for the escrow cycle beginning May 1, 2023 and ending April 30, 2024. The
  ************ cushion that Carrington may collect is $599.30 for this escrow cycle.
  As shown on this *****, this escrow analysis resulted in an escrow shortage in the amount of
  $6,978.09. For an explanation of how the escrow shortage is calculated, please refer to the next
  section of the *****, below the Projected Escrow Activity from May 2023 through April 2024,
  and note the projected low point balance of negative $6,378.79 for January 2024. Looking at the
  next column for the same date under "Required," please note that the low point balance should
  be $599.30 (1/6th cushion). The shortage is the difference between the projected low point
  balance of negative $6,378.79 and the required low point balance of $599.30, which equals
  
  4
  
  $6,978.09. The following is a breakdown of the total payment in the amount of $2,019.43
  beginning May 1, 2023.
  
  Principal and Interest Payment: $ 1,138.28
  Escrow Payment: $ 299.65
  Escrow Shortage Payment: $ 581.50
  Total: $ 2,019.43
  
  The decrease in County taxes attributed to the overall monthly mortgage payment
  decrease from $3,002.94 to $2,019.43. Please note at this time, a tax refund from the County
  had not yet been received by Carrington.
  On or about July 7, 2023, CoreLogic received a tax refund from the County in the amount of
  $6,937.65 for the 2022 tax year. Accordingly, on or about July 10, 2023, funds in the amount
  of $6,937.65 were applied to the escrow account to satisfy the escrow shortage, and on or
  about July 14, 2023, Carrington performed an out-of-cycle escrow analysis and sent you
  the enclosed *****. The analysis resulted in a surplus in the amount of $1,265.16 and reflects
  a total payment due in the amount of $1,437.93 beginning July 1, 2023. Please note the escrow
  surplus was retained due to the loan's past-due status. Specifically, when the escrow
  analysis was completed, the account was contractually due for the May 1, 2023 mortgage
  payment.
  It is important to understand that per RESPA 12 CFR 1024.17(f) if the escrow account analysis
  discloses a surplus, the servicer shall, within thirty (30) days from the date of the analysis, refund
  the surplus to the borrower if the surplus is greater than or equal to $50.00. If the surplus is less
  than $50.00, the servicer may refund such amount to the borrower or credit such amount against
  the next year's escrow payments. These provisions apply if the mortgage payments are
  current at the time of the escrow analysis.
  After a review of several phone calls that took place between you and Carrington in July
  2023, our review confirms that there were missed opportunities for better communication.
  Not all Carrington representatives you spoke to consistently reiterated that to receive an
  escrow surplus refund; mortgage payments must be current at the time the escrow
  analysis is completed. We also identified that not all Carrington representatives
  consistently reiterated that the anticipated refund from the County would be applied
  directly to the escrow account to satisfy the escrow shortage. We sincerely apologize for
  the miscommunication and for any frustration you may have experienced as a result. Rest
  assured that Carrington representatives strive to address all servicing issues and
  concerns raised promptly.
  On or about December 8, 2023, Carrington disbursed the County taxes in the amount of $2,649.29
  from the escrow account in accordance with the tax bill received from the County.
  The records show that on or about January 30, 2024, Carrington performed an escrow analysis
  and sent you the attached *****. It is important to understand that Carrington analyzed the
  escrow account pursuant to the regular escrow analysis scheduled for properties in *****************. The analysis resulted in a surplus in the amount of $990.06 and reflects a total payment
  due in the amount of $1,455.47 beginning March 1, 2024. Please note at the time the escrow
  analysis was completed, the loan was current, and the escrow surplus was disbursed to
  
  5
  
  you on or about January 30, 2024 via check number ending in 0197. Further, we can
  confirm the escrow refund check was negotiated on February 8, 2024.
  In closing, Carrington respectfully declines your request for a refund in the amount of
  $4,000.00. As of this correspondence, the account is paid through February 1, 2024, and is
  contractually due for the March 1, 2024 mortgage payment in the amount of $1,455.47. Enclosed
  for your reference is a copy of the payment history along with the transaction codes and
  definitions.
  If you would like to further discuss the administration of the loan, we encourage you to contact
  our *************************** at **************, Monday through Friday, from 8:00 AM to
  9:00 PM, Eastern Time.
  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.
  Lastly, please be advised that pursuant to the ************************************ guidelines,
  Carrington may 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

  Date:01/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carrington mortgage has ignored all attempts to understand denial of certain home retention loss mitigation options put forth by HUD. I have submitted appeals on October 20, 2023 with no answer by the company. I sent certified letters on December 5, 2023 and January 5, ****, both the company have not answered. I have the right to know why I am being denied certain loss mitigation options. Carrington mortgage services stated that to apply for loss mitigation, I did not need to give any paperwork. Carrington handled the paperwork on their end. When I asked why I was denied a forbearance or a special forbearance -unemployment instead of having to do a full modification, I was sent a letter stating that my loss mitigation application was incomplete. This company,Carrington mortgage, sent over 2 loan modifications without proper paperwork and will not explain what happened?! I would like an answer to my appeal and several certified letters asking for an explanation.

  Business Response

  Date: 02/20/2024

  Please see attached.

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unable/Refusal of the Company to reschedule a payment,

  Business Response

  Date: 02/16/2024

  *******************************
  ****************************************** ********* ***
  **************************
  RE: **** **** **********
  Borrower: *******************************
  Property Address: ************************************************************************. ** *****
  Case No.: ********
  
  Dear ****************,
  The **************************** of **********************, LLC ("Carrington") is in
  receipt of your complaint filed with the Better Business Bureau ("BBB") and received in our office
  on January 16, ****. 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.
  In your complaint, you generally state unable/refusal of the company to reschedule a payment
  in the amount of $2,160.00. Your desired resolution is for Carrington to provide a billing
  adjustment.
  Based on the instant complaint, we cannot determine whether this is a notice of error or a request
  for information. It is essential to understand that per the ****************** Protection Bureau
  ("****") Rule 1024.35(g)(1)(ii), a servicer is not required to comply with the requirements of a
  Notice of Error if the notice of error is overbroad. A notice of error is overbroad if the servicer
  cannot reasonably determine from the notice of error the specific error that the borrower asserts
  has occurred on a borrower's account. Furthermore, the official interpretation of Paragraph
  35(g)(1)(ii) provides examples of overbroad notices of error, which include (i) Assertions of errors
  regarding substantially all aspects of a mortgage loan, including errors relating to all aspects of
  mortgage origination, mortgage servicing, and foreclosure, as well as errors relating to the
  crediting of substantially every borrower payment and escrow transaction; (ii) Assertions of errors
  in the form of a judicial action complaint, subpoena, or discovery request that purports to require
  servicers to respond to each numbered paragraph; and (iii) Assertions of errors in a form that is
  not reasonably understandable or is included with voluminous tangential discussion or request
  for information, such that a servicer cannot reasonably identify from the notice of error for which
  1024.35 requires a response. Accordingly, Carrington has concluded that the instant complaint
  and notice of error is overbroad.
  
  2
  
  At the outset, the records indicate on or about December 8, 2023, Carrington sent you the
  enclosed notice advising there have been changes to your mortgage interest rate and payments
  on January 1, ****. Per the terms of your Adjustable-Rate Mortgage ("ARM"), the interest rate
  increased from 3.5% to 4.5% and the monthly mortgage payment increased from $2,154.84 to
  $2,269.11, beginning with the February 1, **** mortgage payment. For your reference, please
  see attached notice of Changes to Your Mortgage Interest Rate and Payments dated December
  8, 2023. Additionally, the enclosed Monthly Mortgage Statement dated January 15, **** reflects
  the new payment in the amount of $2,269.11, due on February 1, ****.
  The records indicate on or about January 16, ****, Carrington received funds via Speedpay in
  the amount of $2,160.00. Per your instructions, the amount of $5.16 was applied to the principal
  balance. The remaining balance in the amount of $2,154.84 was applied to the unapplied funds
  account because it was less than the contractual mortgage payment due for February 1, **** in
  the amount of $2,269.11. Please note that if a payment is received less than the full contractual
  amount due (partial payment"), and no posting instructions are provided as to how the funds
  should be applied to the loan, such partial payment will be deposited into the unapplied funds
  account until the remainder of the full amount due is received to satisfy the full contractual
  payment. Once a full contractual payment is received, the funds will then be applied to the loan.
  The records indicate on or about January 31, ****, Carrington received funds via Speedpay in
  the amount of $90.00. On the same day, Carrington applied the funds in the amount of $90.00 to
  the principal balance based on your instructions.
  The records indicate on or about February 12, ****, Carrington received funds via Speedpay in
  the amount of $114.27. On the same day, the funds were combined with the unapplied balance
  in the amount of $2,154.84, and the February 1, ****, mortgage payment was satisfied in the
  amount of $2,269.11.
  As of the date of this letter, the loan is paid through February **** and due for the March 1, ****,
  mortgage payment in the amount of $2,269.11. Enclosed is a loan payment history along with the
  transaction codes and definitions.
  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.
  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.
  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

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our taxes went down to 2373$. Our insurance went down to ****. They won't give us our escrow balance of ****$. They've known for months and won't adjust our mortgage balance. It should be **** a month. Not **** per month.

  Business Response

  Date: 02/14/2024

  **************************
  ***************************************************************************************
  RE: **** **** **********
  Borrower: ************************
  Co-Borrower: **************************
  Property Address: *************************************************************************************
  File No.: ********
  
  Dear ******************,
  The **************************** of **********************, LLC (Carrington) is in
  receipt of your complaint filed with the Better Business Bureau (BBB) and received in our office
  on ******* 12, 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 allege that your property taxes and homeowners insurance
  decreased, but Carrington will not refund you the escrow balance. You state that Carrington has
  known about this decrease for months and will not adjust your monthly mortgage payment.
  As a preliminary matter, on November 9, 2022, Carrington sent a letter advising that the servicing
  of your mortgage loan was being transferred from Prime Lending to Carrington, effective
  November 2, 2022. Enclosed is a copy of the letter for your reference. When your mortgage loan
  was transferred to Carrington, the account was transferred with the homeowners insurance policy
  expiring on July 13, 2023, with a premium in the amount of $910.80. The property taxes were
  paid annually and next due in December 2022 in the amount of $3,352.95.
  On June 16, 2023, Carrington received the renewal for the homeowners insurance policy with
  Allstate for the policy term of July 13, 2023 through July 13 **** with the policy premium due in
  the amount of $1,005.70. On June 19, 2023 a payment was disbursed from the escrow account
  in the amount of $1,005.70 for the homeowners insurance policy premium.
  On August 14, 2023, Carrington received a notice of cancellation of the homeowners insurance
  policy with Allstate, due to a customer request, with the cancellation effective August 8, 2023. On
  August 16, 2023, Carrington sent a letter advising that your homeowners insurance had expired
  and requested evidence that you had obtained new coverage. A copy of this letter is attached for
  your reference.
  
  On August 19, 2023, Carrington received funds in the amount of $910.00 via Speedpay. Of that
  amount, Carrington applied $900.00 to the escrow account and $10.00 to the principal balance
  pursuant to your request.
  On August 21, 2023, Carrington completed an escrow analysis due to the escrow deposit
  received. That same day, Carrington sent you an Annual Escrow Account Disclosure Statement
  (*****). A copy is attached for your ease of reference. The purpose of the ***** was to
  advise you of the projected escrow activity for the escrow cycle beginning September 1, 2023 and
  ending August 31, ****. Specifically, the ***** projected that the annual county tax bill would
  be $3,887.87 and the annual homeowners insurance premium would be $1,004.16.
  Correspondingly, the total disbursements for the escrow cycle beginning September 1, 2023 and
  ending August 31, **** were calculated to be $4,892.03. The total projected escrow advances
  divided by twelve (12) equals $407.66 per month and represents the required escrow payment
  beginning September 1, 2023.
  The reason escrow cushions are permitted is that from time to time, payments for escrow items
  may become due in excess of funds available in the escrow account. Specifically, RESPA
  authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two (2) months of escrow
  payments) of the total annual projected escrow disbursements made during an escrow cycle over
  twelve (12) months unless state law allows for a lesser amount. Additionally, when the escrow
  balance reaches its lowest point during the escrow cycle, that balance is targeted to be the 1/6th
  escrow cushion amount (12 CFR 1024.17(c)(5)).
  In light of the above, Carrington is authorized to collect no more than 1/6th of the total projected
  escrow disbursement for the escrow cycle beginning September 1, 2023 and ending August 31,
  ****. The ************ cushion that Carrington may collect is $815.32 for this escrow cycle. As
  shown on this *****, this escrow analysis resulted in an escrow shortage in the amount of
  $937.20. For an explanation of how the escrow shortage is calculated, please refer to the next
  section of the *****, below the Projected Escrow Activity from September 1, 2023 and ending
  August 31, ****, and note the projected low point balance of negative $121.88 for ******* ****.
  Looking at the next column for the same date under Required, please note that the low point
  balance should be $815.32 (1/6th cushion).
  As such, Carrington is collecting the shortage, which is the difference between the projected low
  point balance of negative $121.88 and the required low point balance of $815.32, which equals
  $937.20. This escrow shortage is being collected over a twelve (12) month period starting with
  the September 1, *********************************************************** the amount of
  $78.10. The following is a breakdown of the total payment in the amount of $1,518.30 beginning
  September 1, 2023.
  
  Principal and Interest Payment: $1,032.54
  Escrow Payment: $ 407.66
  Escrow Shortage: $ 78.10
  Total: $1,518.30
  
  On August 23, 2023, Carrington called your homeowners insurance carrier who advised that you
  had a new homeowners insurance policy with *************************** for the policy term
  of August 8, 2023 through August 8, **** with a policy premium due in the amount of $954.00.
  
  On August 24, 2023, Carrington disbursed a payment in the amount of $954.00 from the escrow
  account for the policy premium.
  On August 30, 2023, Carrington received the homeowners insurance policy documents with
  *************************** for the policy term of August 8, 2023 through August 8, ****.
  On December 6, 2023, the property taxes were reported as due in the amount of $2,373.44.
  Accordingly, on December 6, 2023 a payment in the amount of $2,373.44 was disbursed from the
  escrow account for the property taxes.
  On ******* 11, ****, Carrington received a call from you regarding the increase in the monthly
  mortgage payment. During this call, you advised that the property taxes had decreased.
  On ******* 12, ****, Carrington called you as a follow-up to your call on ******* 11, ****.
  Carrington advised that the property taxes have been updated on the account and that a new
  escrow analysis would be requested. Regrettably, the representative missed the opportunity
  to submit the request for an updated escrow analysis. We sincerely apologize for any
  inconvenience you may have experienced.
  On February 1, ****, Carrington received a call from you as the escrow analysis had not been
  completed. During this call, you were advised that an escrow analysis is scheduled to be
  completed within February ****.
  On February 2, ****, Carrington called Allstate and confirmed that a refund was issued due to
  the cancellation of the homeowners insurance policy effective August 11, 2023. Allstate
  confirmed that a refund in the amount of $932.86 was issued directly to you.
  On February 2, ****, Carrington completed an out-of-cycle escrow analysis due to the property
  taxes and homeowners insurance updates. That same day, Carrington sent you an *****. A
  copy is attached for your ease of reference. The purpose of the ***** was to advise you of the
  projected escrow activity for the escrow cycle beginning March 1, **** and ending February 28,
  ****. Specifically, the ***** projected that the annual county tax bill would be $2,373.44 and
  the annual homeowners insurance premium would be $954.00. Correspondingly, the total
  disbursements for the escrow cycle beginning March 1, **** and ending February 28, **** were
  calculated to be $3,327.44. The total projected escrow advances divided by twelve (12) equals
  $277.28 per month and represents the required escrow payment beginning March 1, ****.
  Carrington is authorized to collect no more than 1/6th of the total projected escrow disbursement
  for the escrow cycle beginning March 1, **** and ending February 28, ****. The ************
  cushion that Carrington may collect is $554.56 for this escrow cycle. As shown on this *****,
  this escrow analysis resulted in an escrow surplus in the amount of $1,487.05. The escrow
  surplus was sent to you on February 2, **** via regular mail. The following is a breakdown
  of the total payment in the amount of $1,309.82 beginning March 1, ****.
  
  Principal and Interest Payment: $1,032.54
  Escrow Payment: $ 277.28
  Total: $1,309.82
  
  Please note that Carrington completes the annual required escrow analyses for properties
  in ***** in February of each year per RESPA. As such, an additional escrow analysis may
  be completed this month.
  Further, please note that the annual escrow analyses and payment adjustments are completed in
  accordance with your mortgage loan agreement and applicable federal and state laws. It is
  important to note that the annual escrow analysis is required by law, and payment adjustments
  may be required from time to time to ensure proper accounting of escrow funds and to ensure
  sufficient funds for projected disbursements for the payment of taxes and insurance bills. If you
  wish to discuss the escrow account further, contact the Carrington **************** Department
  at **************, Monday through Friday, from 8:00 AM to 9:00 PM, Eastern Time.
  As of the date of this letter, your account is paid through the February 1, **** mortgage payment
  and is next due on March 1, **** in the amount of $1,309.82. 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 **************** Department at **************, Monday through Friday, from 8:00 AM to
  9:00 PM, Eastern Time.
  Lastly, please be advised that pursuant to the ************************************ (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 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

  Customer Answer

  Date: 02/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Apparently my mortgage payment was increased from $1,283.85/month to $1,496.80/month effective with my 9-1-23 payment. They state they mailed an escrow disclosure to me on 7-28-23 notifying me of the change, but I did not receive any notice. Please note that I have never had a late payment on my mortgage. I've always received notices of payment changes in years past and have adjusted my payment accordingly. Not knowing of this increase, I submitted my payment in the amount of $1,400 for my 9-1-23 payment, thinking that i was overpaying it by $116.15, which I usually do to try to pay the loan off quicker. Carrington did not apply my payment because it was actually $96.80 short (I was not aware). They did not contact me about this issue or return the payment to me. They held it as unapplied. When I submitted a $1,400 payment for my 10-01-23 payment, they took the shortage and finally applied September's payment, and then did not apply October's payment, or notify me. I have a credit monitoring service, and this was how I found out, when I saw a 30 day late payment appear on credit. I notified Carrington immediately, found out what happened and submitted the amount immediately to correct the situation. I disputed the late payment, since they could see I had indeed made my payment, and they did not notify me of any issues. They have denied the dispute to remove the late payment on my credit, stating that they called and left a voicemail on 9-20-23. When I asked what number they called, they gave me a number I did not recognize and have never used. I have had the same phone number since the loan originated, and it's clearly on my online profile as well. They acknowledge that they did not call my phone number and that it was a different number, but they still refuse to remove the late payment off my credit. Being that they didn't notify me of the payment change or issue to payment amount, I feel they should remove this late payment from my credit

  Business Response

  Date: 01/30/2024

  *********************
  *** **************
  ******, ** *****
  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 December 28, 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, please note that Carrington's **************************** Support Department
  ("LAS") received inquiries on October 16, 2023, and November 20, 2023, which raises the same
  issues as this current complaint. Accordingly, Carrington researched the loan, and a response
  was sent to your attention on or about November 12, 2023, and December 20, 2023. In addition,
  Carrington's **************************** received an inquiry on December 27, 2023, and a
  response was sent to the ************************************ ("CFPB") on or about January
  25, ****. Also, please note that while the above-referenced responses were previously provided
  to you with documents to support the information provided in the letters, we are not attaching
  another copy of the supporting documents to avoid unnecessary duplication efforts. For your
  reference, attached please find copies of Carrington's responses to the previous inquiries.
  After a thorough review of this instant complaint, Carrington is unable to identify any new issues
  that have not been previously addressed in detail by Carrington as this complaint appears to be
  substantially similar, or even identical to the complaints that Carrington previously addressed;
  accordingly, no further response from Carrington is required.
  Moreover, because we have now addressed these issues on multiple occasions, Carrington will
  not respond to future correspondence raising substantially the same or identical claims.
  
  2
  
  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.
  Lastly, please be advised that pursuant to the ************************************ ("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 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.

  Customer Answer

  Date: 02/01/2024

  My argument with this is that the payment I made wasn't returned and Carrington did not contact me that there was an issue with my payment.  They just held the payment I made as unapplied.  It was a very small amount that it was short; I would have rectified this immediately had they returned payment to me or contacted me.  Carrington stated that they did call me and left me a message.  They told me the phone number they called.  It is not my phone number, and I don't recognize the number.  The second dispute I made with them was questioning why they did not call my phone number that they have on file.  They have never addressed this issue.  *********** with decent customer service would see this error and rectify the problem.  This is the worst customer service experience I have ever had.

• Initial Complaint

  Date:12/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Your company required proof of insurance on my property. When the insurance was sent you stated you did not receive it so I had the proof emailed on 11/29/2023 to Insurance research @swbc.com since I'm covered.com seems to be a mysterious void of nothingness. The email was sent attention ****. I recieved another letter today again saying they have no proof of insurance. I sent three emails all forwarded from 11/29/2023 showing proof of insurance. I spoke to an agent to transferred me to ********* agent ID ***** who confirmed coverage would be effective and updated but had no explanation why the information was not updated on 11/29 even though she saw the email. She also said she can't give written explanations on why the business failed to update customer information. I want a written explanation on what happed to my email on 11/29/2023 that no one updated. This makes no sense for your company to cause me anxiety and stress due to incompetence. A written explanation doesn't seem like a big deal. That is my resolution request. Loan number **********

  Business Response

  Date: 01/26/2024

  ***********************
  ******************************************************************************
  RE: **** **.: **********
  Borrower: **************************
  Co-Borrower: ******************************************************** 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 December 26, 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 received a notice from Carrington requesting
  evidence of homeowners insurance. You further state that the evidence of insurance was sent;
  however, Carrington advised that it was not received. Thereafter, the evidence of insurance was
  emailed on November 29, 2023; however, you received another letter advising that evidence of
  insurance was not received. You indicate that you sent three (3) emails, all forwarded from
  November 29, 2023, reflecting proof of insurance. You further indicate that you spoke with an
  agent who confirmed coverage was received and advised that the account would be updated.
  Lastly, you state that the agent could not explain why the account was not updated on November
  29, 2023. Your desired resolution is for Carrington to explain why the account was not updated
  on November 29, 2023.
  At the outset, the records reflect that your homeowners insurance policy expired on November
  11, 2023. Because Carrington did not receive the renewal policy or evidence that you obtained
  new coverage, the attached letter dated November 15, 2023 was sent to you requesting evidence
  of insurance. After review of the account, we confirmed that the renewal policy was not received
  until November 29, 2023. Specifically, Carringtons insurance vendor, Southwest Business
  Corporation (SWBC), received your insurance agents email on November 29, 2023 providing
  the renewal policy for the term November 11, 2023 to February 11, ****. Upon receipt of the
  renewal policy, SWBC failed to update the account with the coverage information. As a result, the
  attached letter dated December 15, 2023 was sent to you requesting evidence of insurance.
  Carrington sincerely apologizes for any inconvenience you may have experienced due to this
  matter.
  
  2
  
  On or about December 26, 2023, you contacted SWBC and advised that your insurance agent
  previously emailed a copy of the renewal policy on November 29, 2023. Accordingly, the
  representative confirmed the renewal policy was received and the account will be updated. Please
  note that the account was updated on or about December 29, 2023 to reflect the current insurance
  coverage. Attached for your reference is a copy of the renewal policy.
  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

  Customer Answer

  Date: 01/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution admits fault on the part of Carrington mortgage and their affiliates. I accept the response of fault.
  
  Regards,
  
  ***********************