Consumer complaint received 2022-03-06
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Was not notified of investigation status or results

Complaint:
On XXXX Wife and I received a letter from our Mortgage Lender ( Carrington Mortgage ). This letter stated that in my wife`s claim they received from her on XXXX regarding her identity was stolen, It states they take any allegations of Identity theft very seriously in conjunction with the origination of our loan .Goes on to advise us that the above for mentioned our loan has been placed in dispute with the 3 credit bureau`s as they correspond with them. Carrington state for them to continue their Investigation the following is required to submit to them within 30 days of letter. Copies of picture ID social security card. Proof of residency during time of said alleged Identity theft occurred.

A complete fully executed Identity theft Affidavit of her allegations and anything else she believes might reflect the unauthorized signature and have notarized. A complete. Fully executed Denial of financial responsibility declaration and notarized. Police report filed. 
A Formal report to the Federal Trade Commission. My wife contacted them XXXX spoke to XXXX and said how weird this was as she explained she didn't write a letter or notify Carrington or anyone else regarding her Identity taken. Wife never had Identity taken or used XXXX suggests that she write a letter their research department and request a copy of letter they receive alleging the Identity theft. Wife completed letter same day and faxed to Carrington mortgage. I also contacted Carrington because i wanted to know who authorized an investigation and reporting to the credit bureausand who filed the dispute. Customer service advised after she spoke to the escalation team that it wasnt my wife who notified them it was the Credit Bureau`s and they said to write a letter and ask for this investigation to be closed due to wife`s identity was not stolen or used and she never contacted Carrington as it stated she did in their letter. Customer service also said that the escalaton team would start the cancellation of their Investation. I said no I wan na know who started this who authorized this and wife nd I we never notifed first. Customer service then advised after speaking to escalation team that Carrington did`nt start the investigation or disputed our loan it was Credit Bureau . I asked which Credit Bureau and Customer service said she doesn`t know which Bureau. This is the second time I have contacted CFPB regarding this Mortgage company along with FHA/HUD , .Attorney General 's office, Consumer banking and financial, Senator office, Govenor`s office, FTC, Antitrust, House and senate committee . This is the second time I have to file a complaint against Carrington for their deceitful, harassment discrimination, feeling signaled out, constant worries of loosing of home. They cost me loss of refinancing with another lender in XX/XX/2021 due to deceitful falsification reporting to credit bureau`s.

Company response to consumer: Closed with explanation