Complaints

This profile includes complaints for CMG Financial's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  CMG Financial

  3160 Crow Canyon Road San Ramon, CA 94583

• 

  CMG Financial

  883 Island Drive, Unit F Alameda, CA 94502

• 

  CMG Financial

  1200 Concord Avenue, Suite 180 Concord, CA 94520

• 

  CMG Financial

  780 Trancas Street Napa, CA 94558

• 

  CMC Mortgage, Inc.

  155 Center St Bldg F Ste 201 Auburn, ME 04210

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.

• Initial Complaint

  Date:03/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This is the second time I filed complaint for the same issue. This is ridiculous. I got call 2-3 days ago that I will get money wire to my checking account till now nothing has been done. so I sent message to the chat customer service name ******* did not has any clue what she is doing. I asked her to look at the note about the wiring. She insisted that CMG will not do the wire. I am not sure what all phone conversation 2-3 days about? This is unacceptable. I need to get a call and tell me exactly what is going to happen with my return. Also, maybe the company as the whole should train their staff over.

  Business Response

  Date: 03/14/2023

  Thank you for contacting CMG, a response was sent directly to the borrower on their initial complaint 19513546; this is a duplicate complaint for the same issue. CMG regrets the borrower did not receive the level of service to resolve this matter when they initially contacted CMG.
  Thank you

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 4/20/22 i donated a portion of my liver to my niece. following the surgery i was out of work for 6 months and took a hard financial hit because of it the company does have a hardship program but this was only made awware to me after a few missed payments. the pack was then sent out on 6 different occasions just for me to only receive one. the dates are as follows: 10/27/22, 11/9/22, 11/21/22, 2/7/23, and 2x on 2/23/23. luckily i was able to come up with the extra money on the first attempt in November. a very nice gentleman called me this morning to inform me that i was now over the 90 day window and my single payment option had been removed. conveniently i only got the paperwork 2 days ago that was the ***************************************************************************************************** i would need to speak with a supervisor and he could not transfer the call. after finding the number and calling i stayed on hold multiple times to just be hung up on. when i finally got in touch with the manager , whos name is *****, and explained the situation, i asked why i was never told about this ********************************************* with almost a joy in his voice i was told "its all or nothing, i cant help you". other then the immediate rage of the complete lack of compassion or respect of their customers i hung up. managers name is *****. the dates provided came directly from the company. i just want to pay them for dec. to give me the additional time to get my hardship pack in and not have my house go into foreclosure.

  Business Response

  Date: 03/14/2023

  Thank you for contacting CMG, a response has been sent directly to the borrower along with any supporting documentation. CMG regrets the borrower did not receive the level of service to resolve this matter when they initially contacted CMG.
  Thank you

• Initial Complaint

  Date:02/28/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My escrow reimbursement went missing. I have asked to apply the reimburse to the outstanding loan. They only send the check out and now check missing. I have to wait another 30 days for the check to reach back to me.

  Business Response

  Date: 03/09/2023

  Good morning/Good afternoon BBB
  CMG Compliance will respond directly to the borrower with a separate cover along with supporting documentation regarding this matter. CMG takes customer communication very seriously and we are diligently to make sure our customers are informed about any missed payments or any changes to their accounts.CMG regrets the borrower did not receive the level of service to resolve this matter when they initially contacted CMG.
  Thank you
  *************************************
  Compliance Specialist
  CMG Financial

• Initial Complaint

  Date:02/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am a 100% disabled veteran. In my county of Canadian County, Ok we are 100% exempt from any property taxes. CMG is not recognizing my exemption, only the partial homestead exemption, which i also qualify for. I have uploaded the 100% exemption letter to their portal multiple times, but no one seems to understand what it is. I have received little to no help with this.In addition, CMG notified me that i have a $7157.33 shortage in my escrow account, which is totally unacceptable. I understand that the escrow will fluctuate every year, but by $7000???? This is terrible, and it raises my montly mortgage payment to a level i can't afford to pay. Again, have received no help from anyone at CMG. I asked what are my options, and i was told "No Options". Poor customer services....

  Business Response

  Date: 03/08/2023

  Good morning/Good afternoon BBB
  CMG Compliance will respond directly to the borrower with a separate cover along with supporting documentation regarding this matter. CMG takes customer communication very seriously and we are diligently to make sure our customers are informed about any missed payments or any changes to their accounts.CMG regrets the borrower did not receive the level of service to resolve this matter when they initially contacted CMG.
  Thank you
  *************************************
  Compliance Specialist
  CMG Financial

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hi,I sent this company receipts and confirmation that all mortgage payments were made. They applied the payments wrong showing that I am 2-3 months behind. This issue is on going and I continue to send them the back up over and over again.

  Business Response

  Date: 03/07/2023

  Good morning/Good afternoon BBB
  CMG Compliance will respond directly to the borrower with a separate cover along with supporting documentation regarding this matter. CMG takes customer communication very seriously and we are diligently to make sure our customers are informed about any missed payments or any changes to their accounts.CMG regrets the borrower did not receive the level of service to resolve this matter when they initially contacted CMG.
  Thank you
  *************************************
  Compliance Specialist
  CMG Financial

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 called CMG (******* #*****) on November of 2022 to inform them that I was in hospital for a week and my church was going to help me with my mortgage. I asked them if I could pay my mortgage with two checks, and CMG said that would be acceptable. They cashed the $1808.53 #**** check on 12-2-2022 but lost the check from my church for $800.00. I contacted CMG and they told me that they lost the check and that I should ask the church to send a second check and they would accepted it as payment in full. I asked them to not **** me as late and they agreed furthermore CMG would not charge me a late fee. Towards the end of December they sent both checks from the church back along with a check from CMG for $1808.53. I called CMG and they stated that they will not accept two checks to pay one months mortgage. I reminded them that I called in November and they said that they would accept both checks as payment, and that they asked for a third check. They just said that that person was wrong but they did acknowledge that they had all my conversations with them in their notes. I ask them to send me a letter stating that they made a mistake and that I would not be reported as a late payment, and she told me that the letter would take 2 days. CMG sent me a letter saying that it was not their fault and that I was late. I called to talk to a supervisor and they refused to talk to me.

  Business Response

  Date: 02/27/2023

  Good morning/Good afternoon BBB
  CMG Compliance will respond directly to the borrower with a separate cover along with supporting documentation regarding this matter. CMG takes customer communication very seriously and we are diligently to make sure our customers are informed about any missed payments or any changes to their accounts.CMG regrets the borrower did not receive the level of service to resolve this matter when they initially contacted CMG.
  Thank you
  *************************************
  Compliance Specialist
  CMG Financial

• Initial Complaint

  Date:01/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My son-in-law and I bought a house together on 10/13/20. As of January 2022, he decided to buy his own home. Throughout the summer of 2022, I asked numerous people at *** to help me assume the mortgage. Most employees of *** did not know how or whom to send my inquiry. Finally, in August, someone was able to send me the packet to fill out and send back. On September 18, 2022, I sent in the fully completed packet to assume the mortgage and absolve my son-in-law so they can buy their own home. According to the rules of the packet that *** gave me, we should have been done with the process within ***************************************************************************************** the second month, I reached out to the main number and was on the phone for a minimum of 30 minutes without ever getting to the correct department. Since November I have called and emailed numerous times without ever getting a response from *** and the assumption department. Finally, on December 16, 2022, I received a packet in the mail from the assumption department. They were requesting the same papers that I already sent in September-obviously needing updated information. I mailed this back with a return receipt requested within 24 hours of receiving their packet. On January 13, 2022, I received a denial notice from the *** assumption department. The information on the denial is incorrect and I believe from the wrong person's credit report. I have since called 4x and emailed 3x to have someone return my call/email. Again, I can get a customer service person to put in an "order" for a callback, but that's it. No one ever calls or emails me back. I have requested managers and have been told they will put the message to the manager but never get a response. I even followed the rules on the denial for how to dispute and still can't get a response. The *** I spoke to today, ******, was the rudest of them all. Again, no help. This company has horrible customer service.

  Business Response

  Date: 02/03/2023

  Good morning/Good afternoon BBB
  CMG Compliance will respond directly to the borrower with a separate cover along with supporting documentation regarding this matter. CMG takes customer communication very seriously and we are diligently to make sure our customers are informed about any missed payments or any changes to their accounts.CMG regrets the borrower did not receive the level of service to resolve this matter when they initially contacted CMG.
  Thank you
  *************************************
  Compliance Specialist
  CMG Financial

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Reached out 11-1-2022 for a *** removal request was made I pay for appraisal which I did check was cashed Nov 9 or 10. Appraiser came out November 27 I was told I would receive a copy of my appraisal and a decision two weeks from date of appraisal. I have yet to receive a decision. I call daily with no resolution but someone will contact me with a decision. Im getting inconsistent information employee told me a second appraisal was requested I reached out to appraiser they explained they havent been contacted for additional information. Emails are the only way to reach the *** department I have emailed multiple times to receive the same information it takes 30 days we are now 60plus days with nothing accomplished. I want a copy of my appraisal that I paid for.

  Business Response

  Date: 01/13/2023

  Good morning/Good afternoon BBB
  CMG Compliance will respond directly to the borrower with a separate cover along with supporting documentation regarding this matter. CMG takes customer communication very seriously and we are diligently to make sure our customers are informed about any missed payments or any changes to their accounts.CMG regrets the borrower did not receive the level of service to resolve this matter when they initially contacted CMG.
  Thank you
  *************************************
  Compliance Specialist
  CMG Financial

• Initial Complaint

  Date:12/27/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Closed on 07/26/2022 Paid $100,000 cash on a $315,000 property.CMG/***********, promised to payoff our car to **************** in the amount of $14,228 after closing and receiving our money They never did it and decline to further assist or correct the error. They admitted it was not done. After submitting notice of error and threatening to *** them, the Branch Manager ******************* and Vice President decided to do nothing to correct the error and are not responding to phone calls or emails. We have Email proof from mortgage broker, ***********, that the payment was being sent and to wait after we advised that we were getting calls about delinquency.They convinced us to pay CMG and CMG would pay the debtor (****************) off but never paid the debtor off instead of ** paying **************** ourselves and providing the remaining balance as our mortgage downpayment. We provided CMG with our entire life-savings and more to only be left with crippling debt after their error. They told us we would be paying less, but in fact are paying more since we have the car payment and the mortgage. The mortgage amount is also higher than we were quoted and is the amount it was supposed to be with the car payoff included.

  Business Response

  Date: 01/13/2023

  Good morning/Good afternoon BBB
  CMG Compliance will respond directly to the borrower with a separate cover along with supporting documentation regarding this matter. CMG takes customer communication very seriously and we are diligently to make sure our customers are informed about any missed payments or any changes to their accounts.CMG regrets the borrower did not receive the level of service to resolve this matter when they initially contacted CMG.
  Thank you
  *************************************
  Compliance Specialist
  CMG Financial

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18643499
  
  I am rejecting this response because:
  There was no solution, only reiteration of certain events not including the evidence of their mistake. They made an unethical mistake thar they do not want to correct. This is starting to feel like a racist situation considering they only did this to my hispanic parents. We will be taking them to court. We are asking for them to remedy their mistake. We put ******* dollars down instead of paying off the car first and putting the rest down, we were advised by CMG via *** Loss to not pay this specific vehicle off because adding it to the mortgage would be a better investment. Now thanks to his mistake we have been behind on mortgage payments and car payments and cannot afford both. This is extremely unethical and we will be refinancing the first chance we can with another mortgage company that does not take advantage of language barriers or first time homebuyers in a new state. I will continue to publish complaints on all social media until this is resolved.

  Sincerely,
  
  *************************

  Business Response

  Date: 01/24/2023

  This is under **************** review and was advised a response is expected shortly. I have stressed the urgency and will continue to monitor for an update.

  Thank you

  *************************************
  Compliance Specialist
  CMG Financial

• Initial Complaint

  Date:12/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  For now, my mortgage is held by CMG Mortgage, a subset of CMG Financial. Recently, I received an email that my home insurance was about to expire and CMG Mortgage needed the updated home insurance information. I contacted USAA, which does my home insurance, and they said that my yearly premium was paid by *** a few weeks ago. USAA had a different mortgage clause, which was previously accepted, and would need *** to contact them to update the mortgage clause, based on the email that CMG Mortgage sent me. I tried to contact CMG Mortgage through the website dashboard, but the online assistant told me to call the customer service line. Once I was connected to the customer service line, the *** representative told me I had to have USAA contact them through the same number I used and was absolutely of 0 help. I had to request a manager and have currently been waiting for over 15 minutes for a response. I have the following issues:1) If CMG Mortgage arbitrarily changes their Mortgage Clause, why would they not reach out to their customers insurance company?2) Why is CMG Mortgage telling me there was no payment made on the home insurance annual premium, when USAA said it was paid in full?3) Why can't CMG Mortgage, when requested by the customer, contact the home insurance policy company of their customer when requested when they have the information?Thank you for the assistance.

  Business Response

  Date: 12/29/2022

  Good morning/Good afternoon BBB
  CMG Compliance will respond directly to the borrower with a separate cover along with supporting documentation regarding this matter. CMG takes customer communication very seriously and we are diligently to make sure our customers are informed about any missed payments or any changes to their accounts.CMG regrets the borrower did not receive the level of service to resolve this matter when they initially contacted CMG.
  Thank you
  *************************************
  Compliance Specialist
  CMG Financial