Complaints

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

close

Find a Location

CMG Financial has 224 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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.

  189A State St Bangor, ME 04401

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:12/17/2022

  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.

  I have a HELOC with CMG Financial that was opened in July 2022. I received the first notice to pay in October 2022. I tried to pay over the phone on November 17, November 28, and December 7, 2022. Each time I was told that there was an error with their software and they could not accept my payment. They told me they would take care of it and get back to me. I told them to make sure that this did not show up negatively on my credit report, because my inability to pay was no fault of my own. They said that they would put it in their notes. On December 12, 2022 I received an email from my credit monitoring service that CMG reported my account as delinquent and past 60 days due. I have been calling them to get this removed from my credit report and pay my loan, but I am unable to reach anyone who can help me. I hope that reporting this to the BBB forces this company to remove the late payment on my credit report. I am extremely unhappy with their loan servicing department. I have been very happy with my mortgage officer who helped me secure the loan, *********************.

  Business Response

  Date: 12/23/2022

  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

• Initial Complaint

  Date:12/13/2022

  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.

  Our home was purchased in June 2021. We bought this house knowing that I qualified of a veteran's tax exemption based on my status as a disabled veteran. I have filed all the necessary paperwork and have been assured by the company multiple times that this will be resolved. It has not been and they continue to give me different answers each time I speak with them and refuse to admit that the exemption can been seen online through our county's ******** **) CAD Office's website.

  Business Response

  Date: 12/22/2022

  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

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18570726
  
  I am rejecting this response because:

  Their response does not even address the issue at hand. They take customer communication seriously? I get blown off and hung up on when I try to contact them.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/28/2022

  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

• Initial Complaint

  Date:12/07/2022

  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.

  Received a delinquent tax notice on property. Property contains two parcels both explicitly stated in all mortgage documents. Contacted CMG- Initial call 11/28/22- provided both parcel numbers and information regarding delinquency on second parcel. Informed it was identified in mortgage documents (trustee documents and HUD1) on record and would be corrected following verification with county office of parcel delinquency and amount including fees. Followed up 11/29, 11/30, 12/2, 12/5, 12/6. Continued to be assured county office would be contacted to confirm, it would be rectified, work orders were open, work orders were urgent, that it was not necessary to go physically pay the delinquent taxes at the county office the company would handle it. On 12/5 asked to speak with tax department or manager after two "documented" call attempts verifying the parcel that was already paid. Transferred to the resolution department Case#********** and assured I would receive a call back and it would be resolved in 24 to 48 hours, again an escalated urgent ticket. I called late in the day 12/6 to see if there was any update, and there was a work order open to complete 12/7. However it was identified, when I called again after 48 hours of waiting, on 12/7/22 that I would need to submit the delinquent tax documents to their company. No mention of submission of documentation had occurred until this call. 12/7 following that information I paid the delinquent taxes to avoid property tax sale and uploaded delinquent tax documents with receipt of tax payment, along with all of the phone call notes, to CMG Financial

  Business Response

  Date: 12/16/2022

  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 us.
  Thank you
  *************************************
  Compliance Specialist
  CMG Financial

• Initial Complaint

  Date:11/30/2022

  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.

  Don't do business with this company. On 11/20/22, I submitted an application because I'm in the process of looking for a home. My application was submitted before Thanksgiving and I patiently waited for a phone call. I never received a phone call. On 11/29/22, The realtor that I hired took it upon herself to call ***** about the status of my application. I guess ***** is one of the people that processes the application. I never spoke to *****. ***** told the realtor my personal information to include the status of my application without speaking to me first! The realtor called me and told me what ***** said and the realtor acted shocked that ***** didn't call me. I called ***** several times to get information about my application to no avail. ********* a Sales Manager that works for this company called me and she had no idea what was going on. ********* got frustrated with me because I was mad about what ***** did. ***** texted me several hours later and told me he was "tied up and would call me the next day". I had to reach out to ***** several times the next day because he still didn't call me. On 11/30/22, ***** called me with the *****, the President of this company on the line and my request to file a dispute was ignored. The president ended up disconnecting our call and said they would mail me everything. Ridiculous! I'm very upset how this company handled my personal information.

  Business Response

  Date: 12/09/2022

  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

  Customer Answer

  Date: 12/11/2022

   
  Complaint: 18487090
  
  I am rejecting this response because: I dispute being hard to reach because I was not contacted several times. On 11/21/22, I was contacted by the mortgage loan originator via telephone and she left me a voicemail. On 11/21/22, I immediately called her back and we spoke about an email she would be sending me on 11/21/22. On 11/21/22, the mortgage loan originator sent me the email asking how much I wanted to put down on the home and to provide additional information regarding my student loans. On 11/21/22,  responded to the above email. The realtor I hired didnt contact me to let me know anyone at CMG was trying to reach me. On 11/27/22, the realtor sent me a friendly email and I responded to the realtors email telling her I submitted my loan application on 11/20/22 to CMG and I was waiting on a response from CMG. On 11/29/22, the realtor took it upon herself to call CMG to inquiry about my loan application. On 11/29/22, the realtor immediately called me and told me what she was told about my loan application. The realtor was told me I needed a co-signer due to my income (which is my personal information). The realtor immediately stopped talking after I told her no one from CMG called me to discuss my loan application. The realtor stated oh, I thought someone called you. The realtor then stated she would have someone from CMG contact me. On 11/29/22, the mortgage loan originator called me and I asked her to call the realtor I hired. We were on a three way call and I asked the mortgage loan originator why did she tell the realtor my personal information without reaching out to me. The mortgage loan originator stated she didnt tell the realtor my information. The mortgage loan originator didnt know what I was talking about. The mortgage loan originator stated several calls were made to me and I was hard to get ahold of. I immediately told the mortgage loan originator that I received no phone calls or emails from CMG. On 11/29/22, the realtor sent me an email that states its unfortunate we were able to get you approved at this time, let me know how I can help in the future. The realtor sent the email to me based on the above information that she received from CMG. To this day I havent had a conversation with anyone at CMG to discuss my loan application because no one at CMG wants to take accountability with how my loan application was handled. I am upset about this because Im been lied upon in regards to CMG stating they reached out to me to no avail. CMG mishandled my loan application and didnt think about my future. CMG doesnt seem to care about building relationships based on the above interactions with CMG. CMG lacks compassion when dealing with the community. I still need to know why CMG didnt email me to let me know CMG was having a hard time trying to reach me? Why was the decision of my loan application discussed with the realtor before contacting me? Was all of my paperwork to include pay documents fully reviewed?

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

  Business Response

  Date: 12/27/2022

  Good morning/Good afternoon BBB
  Please be advised that we are in active communication with the borrower. 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:09/14/2022

  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 have a budget mortgage set up that CMG has made mistakes on over and over. Last issue I tried to change bank accounts and move my payment date up. An extra payment was made and all I wanted to do was have it applied to my account as a regular payment. Instead of applying it like I asked for September 16, 2022 Ive been told and additional payment will be coming out. I told him I want that corrected via secure message. I was then told to do it live chat which ended in failure. Tried to call set for 49 minutes for the call to drop. This is happened several times to many. *** re-engaged through secure messaging and Im getting the same answer but now in a condescending tone. I just want my payments applied to the correct dates and amounts correlating to the amount of monies already collected from my bank account. I was also told it couldnt be corrected until it cleared my bank. It has cleared and I cannot Get CMG to do the right thing or even contact me back via phone

  Business Response

  Date: 09/27/2022

  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

  Customer Answer

  Date: 09/28/2022

  Unless my payment goes through like it originally is supposed to on September 30, 2022 this issue has not been rectified.  I will not know until after the 30th of September 2022.  At this time CMG still has not fixed the issues that we have spoken about and had msgs about.  I have zero confidence that it will because not one person has the whole story because they havent gone back and looked at the correspondence from the beginning.  There has been total disregard of the prior events and what CMG wants me to also forget the events leading up to this and start over.  If I do that it puts me off track financially and I will be paying extra in interest.  The only response I can accept is my payments staying on time and on schedule.  
  Complaint: 18024435
  
  I am rejecting this response because: this issue hasnt been fixed and no one will know until after the 30th of September 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/05/2022

  Good morning/Good afternoon BBB
  On October 4, 2022, our Servicer placed a call to the borrower to discuss this issue but it went straight to the voicemail. Unfortunately we were unable to leave a voicemail because ********'s mailbox was full. We will make a second attempt on a later day.

  CMG Compliance will respond directly to the borrower with a separate cover along with supporting documentation regarding this matter. 

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18024435
  
  I am rejecting this response because:As stated from the beginning the due date was the 30th of September 2022.  CMG made no attempt to correct its mistake or take any corrective action when it was brought to their attention.  There was plenty of time to do so since the original correspondence started back on 31 August 2022.  Talking about how there was a mistake doesnt rectify the issue.  Only the action of making it right makes it right.  This has been explained, expressed, and discussed repeatedly by phone, secured messages, and by the all hailed by CMG chat communication.  None of it has worked I dont have time to keep discussing this with a company that thinks Im only one customer and I dont count.  CMG should be embarrassed that it took a month of doing nothing and now wants to talk about it even more.  My time will be down finding another company and warning others.  I did miss the call because I do have to work like most but they have also made it clear in the emails that they dont want to do anything or even respond to the issues.  Not one person has come up with a solution.  CMG messed up the payment schedule and I still cant tell if it will even work any longer (auto pay) because so far what Ive been told hasnt happened.  I wont know until after the 14 of October 2022.  Even after showing bank statements they couldnt figure out the system i have no trust or confidence nor patients left for this company.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/07/2022

  Good morning,

  Please see the attached response in reference to this matter. Should you have any questions regarding this matter, please contact us at ************.

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18024435
  
  I am rejecting this response because: As stated from the beginning the budget draft was never terminated or stopped.  All payment were made and even payed in advance as proven time and time again.  CMG never tried to rectify the mistakes they made just compounded the problem by not paying attention the the original complaint on this issue.  CMG understood that the only thing that was supposed to take place was 1 change account draft was coming from and 2 move the draft date up.  They continued to mess up the timing and not correct it in a months time.  By failing to do so they missed the timing in their system to make it right.  They also failed to even acknowledge that they made a mistake.  Now they will lose my business and everyone I know and can find out has CMG or is considered them.  Msg has been received that CMG is bigger than the one customer and I will pass it along.  The answer to if CMG even got it half right still is unknown but by the track record of the last year Ill have to figure it out and do it for them.  I do not except the response.  Imagine I have a few choice words to that response actually.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/10/2022

  Good afternoon BBB,

  Our previous response still stands. We consider this matter closed at this time. 

   

  Thank you again for contacting CMG Financial.
  

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 18024435
  
  I am rejecting this response because:CMG never responded to the issues.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/07/2022

  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.

  9-7-22 & I am still receiving mail from ************************** that my insurance payment is overdue as it was due 9-4-22 in spite of the fact that $1741.74 for 11 months of my insurance coverage was disbursed to CMG shortly after my Refi closed on May 19, 2022 over 3 1/2 months ago. CMG claims it paid my premium on 7-25-22 and has caused me a bunch of unnecessary work just trying to find out if CMG really paid the premium it had the majority of for 3 months.

  Business Response

  Date: 09/14/2022

  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

• Initial Complaint

  Date:09/06/2022

  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.

  CMG Mortgage side of CMG Financial did not draft one of our biweekly payments July 8th . i called to get this fixed and was told my biweekly payments would draft per normal going forward. On July 22nd when the next draft was supposed to be taken out they did not draft the payment. i called Monday July 25th to figure out what happened and have been getting the run around ever since. I have asked numerous times to speak to someone who can help. i get directed to a fax or the online portal. I have almost two months worth of correspondence in the portal where a different person responds every single time. I have asked to speak to one individual and get a direct line to call. i keep getting their generic 800 number and again a different person responding each time. I am trying to pay the mortgage. I would like my auto pay to be set up and truly be set up. each time it is "set up" when it comes to draft day it doesn't draft and the round about continues. I had been set up on this payment schedule with them since July 2020

  Business Response

  Date: 09/15/2022

  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

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 recently sent CMG financial an email in regards to me finishing my previously unfinished feet. I provided receipts for the materials I purchased, CMG stated that what I provided doesnt qualify as substantial improvements even though I added two additional bedrooms, a bathroom, a gym, an entertainment area I finished **** square feet of my basement which if CMG would allow an appraiser to come to my home my loan to value would be in the range for my *** insurance to be dropped. It appears that CMG is a deceptive mortgage company and doesnt want to drop my ***, my neighbors in the new community I reside it finished their basement as well and of their lenders have dropped their ***. I would like CMG to allow a appraiser to come to my home in which I would pay for it so that they can see that the value of my home is that of such the *** should be removed. I will attach emails the file that I have saved is larger than the 5 mb that BBB allows. I would gladly mailed the file or hand deliver it to a BBB office in Washington, **. Thank you for your time.

  Business Response

  Date: 09/09/2022

  Good morning/Good afternoon BBB
  CMG Compliance will respond directly to the borrower with a separate response 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: 09/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Although I never stated in the telephone call that I was pleased, we are currently going through the process to have the *** removed I have sent a check to CMG 
  Mortgage *** to pay for an appraisal of my property Im pleased that Im able to get the property appraised for the purposes of having the *** removed. Thank you BBB for giving me a voice at a time when CMG was dismissive of me.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/12/2022

  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.

  The mortgage was paid for August with 2 payments. One from my husbands account and one from mine. One payment was electronically sent on August 2, 2022 under Confirmation Transaction #:6B2CDW1Z and the other payment was electronically sent on 07/28/2022 under Confirmation Transaction #: PZ60QWH1BR. Each payment was for the same amount and the total exceeded the amount due for our monthly mortgage payment. On August 11, 2022 CMG returned one of the payments (Transaction #:6B2CDW1Z) for $500.00. I called customer service and spoke to ***. She stated it was handled as a short pay because 2 payments were made. I explained that the two payments exceeded the monthly payment so how is this a Short pay? She said they don't accept more than one payment. This is absurd. They held my payment till it was past the due date...enhance allowing them to charge a late fee and they still have not returned the other payment. I asked to speak with a supervisor and was transferred to ************ #: 08/11/2022 ****. She proceeds to say there is no second payment received. (However, *** the previous rep had already confirmed they did receive it) **** stated the promissory notes states we are to pay monthly. I stated: It does not state that a payment can't come from multiple accounts. It simply states we are required to pay our mortgage monthly. She was of no help and continually denied the other payment was received. The recording on their phone line states this is an attempt to collect a debt. However, when I asked **** if they were attempting to collect a debt why would they return the money? Debt collector would accept and apply any amount paid to them. I not only paid the mortgage amount due I also paid $25.61 over the monthly amount due. I then asked for a manager. I was told they would have to send a message and someone would call me back. (Still waiting) I also verified with our bank the payment cleared on 08/10/2022 under Transaction #: PZ60QWH1BR and was not returned.

  Business Response

  Date: 08/22/2022

  Good morning/Good afternoon BBB
  CMG Compliance will respond directly to the borrower with a separate response 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: 08/23/2022

   
  Complaint: 17703778
  
  I am rejecting this response because:
  First, I did NOT miss a payment. My payment was received by CMG Mortgage. They returned the payments because they were received from 2 different financial institutions a few days apart. Both payments were received before the grace ****** and total more than my monthly mortgage.

  
  

  Second, it took multiple email requests to get a supervisor/manager to call me after I was told it would happen with 24 hours.  This is actually very common for CMG Mortgage as their customer service lacks in knowledge and professionalism.

  
  

  Third  I am still waiting for some requested documentation.

  
  

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

  Business Response

  Date: 08/30/2022

  Good morning/Good afternoon ******,

   

  Please be advised that 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

   

  *************************************

  CMG Financial

• Initial Complaint

  Date:08/11/2022

  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.

  CMG Mortgage held the mortgage for my father's home. My father died in a house fire in Dec. of 2019. I immediately retained a probate attorney, was appointed administrator of the estate, contacted the insurance company and notified CMG that the home was destroyed, the homeowner had died, and that the insurance company would be seeking a payoff amount to discharge the mortgage. AAA Insurance contacted CMG for the payoff amount, which was provided, and AAA sent CMG a check for the amount. For months and now years, CMG continued to send bills and default notices regarding the mortgage. Their correspondence indicates they have no idea my father has passed away or that the home is destroyed. Both myself and my attorney made numerous attempts to contact CMG regarding the fact that they have not released the deed, and showed the entire amount of the mortgage in arrears despite having received the payoff amount. I was told they couldn't find the check, that I was contacting the wrong department, that someone would call me back, etc. I have spent literally hours and hours on hold trying to connect with the right person to resolve the issue, to no avail. I retained a separate attorney to contact them and received no response. Two months ago, CMG referred the property for foreclosure. They now acknowledge receiving the check from the insurance company but are now claiming that the amount owed is $20,000 more than what the payoff amount was when the insurance company contacted them and sent them a check nearly three years ago. Of course, the value of the land is exactly what they claim is still owed. Terrible company, terrible customer service, and has made an already tragic situation even more difficult to deal with. This was also a VA loan, and no veteran or their family should be taken advantage of like this.

  Business Response

  Date: 09/09/2022

  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