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HORRIBLE COMPANY
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I had been on the phone going on 2 hours attempting to get a simple issue resolved with my Progressive insurance rep on 3 way. It has been incredibly difficult to get in contact with any one. When calling in to every single phone number listed you are asked to enter your unique identifier. I asked Rep: Janice (Teller#1491) if she could provide me that # for future reference and she said she had no clue what I was talking about. The phone number associated with my account worked 1 out of 8 times I tried it. I was disconnected a total of 3 times and not once did a rep call me back.
My previous mortgage was transferred over to Carrington Mortgage Services. Everything was set up perfectly to be pulled from my escrow account to pay my taxes and insurance. I received multiple emails from Carrington stating nothing is going to change and to not worry. When it was time to renew my insurance it was not paid. I was dropped from the plan and wasn’t aware I was uninsured until months later. I never received anything stating Carrington would not be using my escrow account for my insurance premiums. Why would the account be changed without my knowledge? When speaking to an agent I was told it couldn’t be set up that way because I needed to submit something in writing stating that it is ok to bill escrow. If that’s the case why would some one not reach out to me?
When using the Carrington Mortgages services website it clearly shows that I pay into escrow every month. Every time I brought that up to the rep I was told they cant see what I’m looking at. It is confusing to me since I do not know anything that is going on with my account since it’s been transferred. I requested to speak to someone that can help explain what is getting paid with escrow in detail. The rep refused to get me over to someone to talk to about it. If I don’t have enough funds in escrow then how will that affect my mortgage payment? What would my new payment be? How can no one at Carrington give me that information? I kept getting placed on hold. The rep couldn’t answer my questions but couldn’t transfer me to anyone to help me. Nothing but run around.
At the end I was told to send in a ”signature” ???? That was literally the end of the sentence. I had to dig to get the information that should’ve just been given to me.
Rep: You need to send us your signature
Me: Are you going to email me a form?
Rep: NO
Me: Is there a link where I can pull something up sign and send it back?
Rep: NO
Me: So what is it I need to sign?
Rep: A paper that states its ok to switch over and bill escrow.
This is a legal document. I would expect please put your policy#, property address, Insurance policy phone # etc….No specifics on anything. Blindly being asked to sign a paper without any idea of how that will affect my monthly mortgage payment would be idiotic!!! 1 week later I am still waiting to hear back from this trash company. Have an email thread going that I'm sure I'll be using as evidence against them when I have to sue them.
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