Company Response
2/27/2023
Company states; As we understand the complaint, you claim that Carrington attempted to debit the mortgage payment from your checking account twice in the months of October and December 2022. Therefore, on December 29, 2022, you contacted Carrington and were advised by a Carrington Manager that you authorized two (2) payments for October 2022 and December 2022, which you claim you did not authorize. Specifically, you claim that you logged into the Carrington website and rescheduled the payments for a different date and did not authorize two (2) mortgage payments to be debited in the months of October 2022 and December 2022. Further, you state that the Carrington website did not reflect two (2) payments being authorized for the months of October 2022 and December 2022 and you state the payment system will not allow more than one (1) payment to be scheduled. Moreover, you state that the Carrington Manager advised you that when a payment date is rescheduled, you are required to contact Carrington to delete the first payment. However, you claim that Carrington did not make you aware of this process. Additionally, you state that the Carrington Manager was unprofessional. Your desired resolution is for Carrington to remove the certified funds requirement and to issue you a refund in the amount of $66.00 for the overdraft fees that were assessed.
Upon investigation, the records show that on or about September 30, 2022, you logged into the Carrington website and scheduled a one-time payment in the amount of $2,427.31 to draft on October 28, 2022; and you were provided a payment confirmation number 22747816. Thereafter, on or about October 13, 2022, you logged into the Carrington website and scheduled a one-time payment in the amount of $2,430.00 to draft on October 27, 2022; and you were provided a payment confirmation number 22919427.
It is important to understand that Carrington's one-time payment feature on its website does not offer the option for borrowers to schedule more than one (1) payment on the same day. The system will generate an Alert that states: "We apologize, only one transaction is allowed per day on this account." However, it will allow borrowers to schedule a payment on the next day or any
other day. Moreover, please note that the one-time payment feature does not offer the option for borrowers to cancel or change a payment once the payment has been submitted and scheduled. However, once a borrower submits and schedules a one-time payment, the website will show that there is a pending payment scheduled and a payment confirmation letter is sent to the borrower confirming the payment amount and date of payment. The payment confirmation letter also provides that if the borrower has any questions about the scheduled one-time payment to contact Carrington at the toll-free number provided in the confirmation letter. Enclosed are the payment confirmation letters that were sent to you for each scheduled one-time payment.
Accordingly, on or about October 27, 2022, Carrington drafted a payment in the amount of $2,430.00 which was applied to the October 2022 mortgage payment. Thereafter, on or about October 28, 2022, Carrington drafted a payment in the amount of $2,427.31 which was applied to the November 2022 mortgage payment.
The records show that on or about November 4, 2022, the October 28, 2022 payment in the amount of $2,427.31 was returned by your financial institution for insufficient funds. As a result, the October 28, 2022 payment in the amount of $2,427.31 was reversed and the loan became once again due for the November 2022 mortgage payment. Moreover, on or about November 5,
2022, Carrington sent you the attached Return Payment Letter which advised you that if Carrington received a total of two (2) returned payments within six (6) months, Carrington would only accept certified funds for your payments.
Our review found no evidence that you contacted Carrington to make any changes to the abovereferenced payments. Accordingly, on or about December 22, 2022, Carrington drafted the payment in the amount of $2,430.00, which was applied to the December 2022 mortgage payment. Thereafter, on or about December 23, 2022, Carrington drafted the payment in the
amount of $2,430.00, which was applied to the January 2023 mortgage payment.
On or about December 29, 2022, you contacted Carrington to inquire about why Carrington drafted two (2) payments. The Special Servicing representative advised you that you scheduled two payments to draft on December 22, 2022 and December 23, 2022.
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