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Business Profile

Mortgage Broker

Carrington Mortgage Services LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mortgage Broker.

Complaints

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

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Carrington Mortgage Services LLC has 23 locations, listed below.

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    Customer Complaints Summary

    • 378 total complaints in the last 3 years.
    • 92 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/02/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      I have an issue with this company because I set up my mortgage payment online to have them to take it out but it did not come out for December of 2022. I was advised by a supervisor named ******* that it was my fault for not checking the website or checking my account and they lied and stated that they called to inform us of non payment. Now this has affected my credit report due to their error. This company Should be put out business they are the worst of the worst. I sent in information proving that I had the money in my account also but it did not help.

    • Initial Complaint

      Date:02/21/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 - ***** ID: **** - first escalation specialist I spoke with.***** ID: **** First IT ticket: 12/2/22 Supervisor submitted Second IT Ticket: 12/27/22 Agent requested email to supervisor.Spoke with Agents and requested IT ticket -Unknown original agent information as no notes were placed on the account.9/1 ID 916 - asked to open IT ticket for payment error, no ticket was opened 10/12 ID **** - Same request to open a ticket but one was not opened.11/14 ID **** - requested IT ticket and to escalate, was transferred back to another customer care rep not the escalation line.1/30/2023 - Spoke with ******** service agent who refused to escalate me prior to reading all the notes and then was given permission to escalate. Spoke with ****** in escalations who reached out to *****. ****** and their manager rebuilt my profile and asked me to try processing a payment. I attempted using the app and got the same error advising my routing number or account number is invalid. ****** submitted a new IT ticket since the original was closed saying no issue. ****** transferred me to Leasing agent *************************** who stated "Doesn't have an ID" and is not licensed in ***. Said he was unable to notate my account he didn't have the ability then instantly mentioned he could try to note the account advising I have called in and would not be making my monthly payment but that he could confirm this probably will affect my month to month billing history and not meet the 12 months in a row for lending options to open up. I advised I would be starting legal action against them. spoke with lawyer who stated I have no legal standing against them.1/31/23 - spoke with customer care and escalations team, no update on IT ticket, still unable to process payment online. Advised I have until 11 PM EST to pay usign the automated phone system or by 8 PM EST with an agent on the phone. Advised I would try the phone system at 11 PM EST. Missed the deadline on accident.

    • Initial Complaint

      Date:02/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 loan was sold to Carrington Mortgage and there gave been nothing but problems since the first month of transfer in which we didn't know we had been transferred and the auto pay went straight to the previous mortgage company. Once they figured all that out things were OK for a month or two then we got a late notice and I thought the payment must have been in processing when the letter was sent. Well, this was partially accurate as the payment processed but was not for the full "amount due" because we had not received notice of a raising of the mortgage payment amount. The address on the file sent to the new lender (Carrington) was our old address. I requested they reverse the late charges at that time and wrote a dispute letter to the company which was denied. We decided to bring the account current just to save the trouble. Unfortunately, it seems they must have raised the amount again or just decided we are an 'easy ***** since we paid the initial extortionary fees because we are getting the attached confusing letters about late fees. This lender seems to find any way possible to squeeze money from the consumer with unfair business practices and shoddy communication.

    • Initial Complaint

      Date:02/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 is refusing to give me my escrow of THE ESCROW SURPLUS IS.... ******** * its been sensce jan 27 2023. they have been giving me the run around and they realy dont care and very rude....im 100% disablity i have health issues i dont need this problem fighting with this company please help *********************** ********** godbless you thank you if you can help

    • Initial Complaint

      Date:02/10/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      I had a mortgage with ********** who put me on the covid forbearance program on 12/01/2020. I was told I would only have to pay the escrow while on the plan and the principal would be added to the end of the loan. On 04/18/21 the servicing of my mortgage was sold to Carrington Mortgage. Carrington mistakenly took me off the covid program an said they could not put me back on on 06/21/2022.At that time they refused to take any payments except for payment of the full amount left on the mortgage and began adding interest , penalties, and fees each month. On 07/18/22 I received a foreclosure notice from **********. The bankers at Chase said they had nothing to do with my loan. Next I was sent to a collection agency. I was not sure who to try to make a payment to. I tried to arrange a short sale which was denied. An offer was made by me for $60,000 which was declined. The amount of the principal left on the mortgage was $69,900. I think that since it was Carrington's mistake to take me off the forbearance and because I was initially told that the principal would be added to the end of the loan Carrington should not be charging me all these extra fees.

    • Initial Complaint

      Date:02/06/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 Dec 30th 2022 i wrote a house payment according to my bank carrington refused the check I had my bank issue $1 ****** cashiers check on 1/10/2023 which carrington lost. My bank canceled that check and reissued another and so far carrington has not cashed that either. They are reporting to my credit report i am behind which needs to be fixed because they cant cash my checks or lose them.

    • Initial Complaint

      Date:02/02/2023

      Type:Billing Issues
      Status:
      Answered
      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 took a payment of $ ******* they were not supposed to take. They have no email for me to send my bank statement too showing they have my funds. They insist on this even tho there own system shows the payment was made. They insist I fax information to them, I don't have a fax or access to a fax. I disputed the payment with my bank.

    • Initial Complaint

      Date:02/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      I tried to make an additional payment on my account online with Carrington Mortgage, but to my surprise the pay button was replaced. In the past I was always able to make additional payments in lieu of the regular monthly payment. I called Carrington Mortgage and was told, the pay button was removed, because Im getting close to paying off my mortgage. My Mortgage was fit to be paid off in ****. Im ahead of my payment and should be able to pay my mortgage off in two more months. I was told that my final payment have to be a certified check, and I can call their automated system and make an additional payment. I called the automated system to make a small additional payment and was told that my account number is not on file. I then called ******************************************* again and told them that I was unable to make a payment through the automated system. I also asked for a copy of their rule pertaining to the company policy in regards to my payment button being removed as a result of me getting close to paying off the mortgage, but they could not produce any such document. I have a payment due on 3/1/2023 (not my final payment), but will not be able to make the payment online.Ive had many loans in the past and have never encountered any problems of this nature.

    • Initial Complaint

      Date:01/17/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Address of property- ****************************************************************** Account number- ********** Date of transaction- on going since July 1, 2022 Amount of money I have paid- $38,631 What the business committed to provide you- Carrington said my pay off balance for my house would be $35, ****** July 1, 2022 then with property tax and insurance included would be a final $38, 000 total, ***************** who works there told me this in email he said this too. So I have given them an additional $631 which is interest. So the house should be paid off now and no remaining balance left but still every month they continue to add more money to the pay off balance. They add $2000 every month. Even though underneath the pay off balance it states in the letter they sent me Funds received after 07/1/22 will require an additional $51.22 monthly interest. Which is why I paid the $631 in addition its the interest. Now Carrington sent me a letter 1/4/23 saying my total pay off balance is an additional $9,997!!! It is absolutely absurd. And even when I sent them multiple letters ***************** told me to fax and they said it would take 4 weeks for them to respond even when I was waiting for a response for them they sent me a foreclosure letter and charged additional money for that!! When my total balance was $4,369 and I was waiting on them to get back to my letter. Which all the stuff I am writing now I have faxed letters, emailed talked to them on the phone and still they wont resolve this. At this point I dont owe them anything else! And yet they are still sending letters saying the pay off balance is now $9,997.The business has been awful and theyve been a complete scam when it comes to this and just keep on trying to get more money. Attached I have the letters they have sent, ones I have faxed. If needed I can also send the emails Ive sent to *****************.

    • Initial Complaint

      Date:12/28/2022

      Type:Order Issues
      Status:
      Answered
      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.
      I sold my house, and has been paid and company is not releasing the lien its been over 2 months already so escrow will not release funds to me. Carrington keeps sending same payoff statements instead of lien release that has been requested multiple times. Carrington keeps saying bye so many days it will be done and it comes that time and nothing new is done. All loans liens etc were paid on October 28 2022. Today is dec 28 2022 and I verified through county recorder 2nd lien was never released.

    Carrington Mortgage Services LLC is NOT a BBB Accredited Business.

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