Carrington Mobile

Our loan was recently sold from our original lender to Carrington. We thought automatic payments were set up and found out recently they were not. We immediately went to make a payment, called the provided numbers and was never able to get anyone on the phone. It’s been two weeks. The websites/app says our mortgage payment is over 2.5 times more than we have ever paid in almost 10 years. The websites/app also is acting as if we never made Januarys payment, but obviously we did, both our bank account and reference number show we did. Their recording offers us to leave a message (not every time) and even when we have… no call back. I cannot get any help or any answers. Not happy at all. I made a “payment” through the app, but I’m concerned that they aren’t applying it and or somehow our escrow is out of wack and that our taxes/ insurance isn’t being paid for. I will be reaching out to homeowners insurance today.

Unfortunately for me Carrington bought my loan from my original mortgage lender, and now I’m stuck trying to use this app. I followed instructions to create an account with them, and ended at a “verify your email with the email we just sent you.” Unfortunately that email never arrived, and there doesn’t seem to be any way to retry sending it. Their app and website are useless for this issue aside from giving me “your account needs to be verified,” alerts, and calling their customer service is also pointless since it always ends with “we are experiencing extremely high call volumes, please see out website(which referred me to the call line) for help,” before automatically hanging up. Absolutely terrible experience. Wish I could somehow leave them, but I’m not giving up my 2.25% interest rate just because I now have what seems to be the worst possible mortgage servicer. At least my auto payment seems to have transferred properly, so I’ll just have to find a way to be happy with never knowing my balance or anything, and just watching payments leave my account every month. If you’re applying for a loan I can’t stress enough how much you should literally seek one from literally any other company. This one clearly doesn’t care about customer service.

I never had a problem with the old app. This upgrade I did everything correctly and my loan showed through the website and the new app. Checked my profile, set up my biometrics and EVERYTHING was listed. Went in to pay May’s payment and app stated that it had no loan information! WHAT!!! Went to the website only to see there are technical difficulties. Try using the other options. I do not have time to sit on the phone, I am not paying extra for the other services. When will this problem be fixed and when will it go down again? This needs to be fixed, was this even tested before revoking the other Carrington app. Do not recommend this upgrade.