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

  2200 Sand Creek Rd, Ste I Brentwood, CA 94513

• 

  CMG Financial

  4200-2 Broadway Oakland, CA 94611

• 

  CMG Financial

  1960 Mountain Blvd Oakland, CA 94611

• 

  CMG Financial

  110 Stony Point Rd, Ste 260 Santa Rosa, CA 95401

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:03/10/2025

  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 been working to assume the mortgage on my home for the past 6 months (and I have a deadline approaching on June 1st). Early February I received an email from the woman overseeing my file that I needed to get some more documents into her and she also let me know that I needed to have all funds available for the buyout procedure. I replied to get some clarity around what she had written and she never wrote me back. I reached out again about 10 days later to see if she had received my email and again she never responded. I also called and left her a voice message. On Feb 19th I received a cryptic email from this woman's email address simply stating that my file was closed and I would need to reapply. I wasn't given a reason or anything. I wrote her back to get more information but again I was ignored. I contacted the assumptions department to see if someone could help me and all they did was let my case worker know that I was trying to reach her. I have been trying to have my file reopened because there was nothing I did that would warrant it being closed, but CMG us not listening to me and not taking accountability for their failings. I did not receive adequate information to make informed decisions, and their response was to close my file. They also said that I missed a deadline that I never knew about, and when I asked to see this in writing I was told they would try and send it to me. I have an entire email thread to provide evidence that I am very attuned to this process and it was their lack of responsiveness and lack of communication that needs to be held under scrutiny. I was never told that a deadline was approaching or that my file would be closed, and the resolution department staff would not listen to my side of the story. I don't have 6 more months to reapply and so this unprofessional behavior could lead to me losing my home where my 6 year old daughter and I live. This simply isn't okay and I have the whole story written in the email thread.

  Business Response

  Date: 03/20/2025

  Good afternoon BBB,

  Attached is the drafted response in reference to this matter. 

  Thank you

• Initial Complaint

  Date:02/27/2025

  Type:Billing 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 writing to inform you of inaccuracies in my credit report and your failure to maintain procedures to ensure maximum accuracy, as required by the *****Please block and remove all erroneous information and send me an updated report. According to the ****, disputed items that cannot be verified must be removed.Under 15 U.S.C. 1681n, 1681o, and 1692k, I am entitled to compensation due to your violations. As per **** 15 U.S.C. 1681i(6), you must provide written notice of reinvestigation results within 5 business days of completion. Failure to do so violates my rights.The following accounts are in violation of 15 U.S.C. 1666(b) due to inaccurate late payment history and must be updated to reflect "paid on time" as per 15 U.S.C. 1666(b). Any negative information, including charge-offs, must be deleted under FCRA 605B and FDCPA Section 807.Collection Accounts tagged as violations under 15 U.S.C. 1681b must be deleted immediately due to lack of written consent for reporting on my credit.Please comply with 15 USC 1692(g) and provide evidence, such as written consent bearing my signature for the following account, or delete it immediately:CMG MORTGAGE Account Number: *************Incorrect personal information (e.g., previous addresses, aliases, employers) should be deleted under FDCPA Section 807 for misleading reporting.Correct Information:******* ******* **************************************** SSN: **** DOB: ********** Enclosures: Proof of identity, proof of *********** have 30 days to complete this investigation under FCRA Section 611(a)(1)(A). I withhold consent for e-Oscar or automated systems. Failure to respond satisfactorily will result in legal action, seeking $5,000 per violation.I am filing complaints with the ******************************* and ***********************:****** ****, ***************************** BBB

  Business Response

  Date: 03/06/2025

  Good morning BBB,

  Attached is the drafted response and supporting documentation.

  Thank you

• Initial Complaint

  Date:02/17/2025

  Type:Sales and Advertising 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.

  Hello,Ive called the corporate office of CMG Financial and have left two voicemail messages, and received no response. *** also attempted to email senior management with no success. My complaint is pertaining to a loan officer by the name of ******* ******. She has demonstrated unprofessional behavior and practices.

  Business Response

  Date: 02/25/2025

  Please see attached response.

• Initial Complaint

  Date:02/13/2025

  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.

  *** is currently moving to a new web-site. Because of this I was told by a *** that my auto payment would not work. She insisted that I needed to make a one-time mortgage payment and re submit my auto payment info for the next month. I made the one-time payment, but the next day my auto payment went through as well. After days and 14 hours on the phone, I got no where requesting a refund. It has now been two weeks. I am on a fixed income and this has been a devastating financial hit. They really dont care about the customer. Stay away from CMG if you can.

  Business Response

  Date: 03/05/2025

  Good afternoon BBB,

  Attached is the drafted response and supporting documents, in reference to this matter.

  Thank you

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22937404
  
  I am rejecting this response because:  It has been almost 5 weeks now, and have not received a refund.  I was told that the refund was mailed on 3/14/.2025.  Additionally, although the email from the BBB indicated a response from the business in question, there was no "attachment" to view in way of their response.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/08/2025

  Type:Sales and Advertising 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 was alerted today via credit alert that my mortgage had been paid off. I was not notified of any transfer of my mortgage to any other company. Knowing the law states I must be notified with 15 days notice, I signed into my account to see if this document was loaded into my account. I was met with a notice that my account had limited access, Servicing Transfer PIF Stop Message Loan Number XXXX - Your account has limited access. The document section was stripped of all but 4 documents, 2 yearly HUD disclosure forms and 2 1098-Mort INTs for the last two years. There was no notice of this in my account and nothing was mailed to me. I have no idea where my mortgage went, what happened to it, and where my next payment would need to be sent to. This is completely unacceptable and I demand to know what happened and why.

  Business Response

  Date: 02/25/2025

  Good morning BBB,

  Please see the attached draft in reference to this matter.

  Thank you

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22917677
  
  I am rejecting this response because I did not receive the requested documents via mail as requested, nor was any explanation given as to what happened and way. Stating that this is resolved does not make it so. The law dictates that I must be notified 15 days prior to the transfer and I was not. I want to know why this important correspondence was not sent to me and am still requesting these documents to be mailed to my home, including all documents in my message center you have locked me out of. 
  
  
  

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

• Initial Complaint

  Date:02/06/2025

  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.

  During the process of obtaining the loan, *** conducted an inspection and required some repairs to be made, then at closing, they required me to sign a document and give them a deposit of $9045 as holdback to cover the repair expenses. ***** ******* the realtor wrote a repair estimate ($7350) using JFS Construction ; whom he knows personally. Meanwhile ***** and **** (*** loan officer) assured me that the mortgage company does not care about who gets the work done and that once the repairs are done. After closing ***** advised me to use *********, a handyman that he also knows personally for the repairs. ********* charged $16469.99 and I paid him $16, 000 already, I have bank confirmation, unfortunately, ********* did not finish the work, he abandoned it . Then I reached out to *** to report the situation and to make sure that I would receive my holdback money if I hire another person to complete the work. *** agreed to send me my money, I then hired another handyman to finish the work and I paid the person with my savings. ***** the realtor supported this move because he was also copied on most of these emails with *** company.***** also recommended that I use *** contractors (Junior) for the **** system, who now turns out to be a fraud company as they refused to pull permits required by the city to make sure the work is done according to city codes and tried to convince me to go with it because I rejected complying with going against city requirements, so Junior abandoned the hvac work and dumped the key that ********* (the first handyman gave to him) and walked away. *****, Junior and ********* all know one another personally. Now, I don't understand how and why *** decided to send *** contractors my money who had nothing to do with the repairs. Additionally, **** convinced me before closing that *** will send me my holdback money as soon as they receive a good report and ******** response to our email correspondences confirmed it

  Business Response

  Date: 02/26/2025

  Please see attached response.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22909273
  
  I am willing to wait for CMG compliance's investigation  but I do not want to close this case until their final response after investigation, because when I complained to CMG directly, they brushed me off and told me to go and speak to their legal department. This is why I reported to BBB to help me
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/12/2025

  Please see attached letter.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22909273
  
  I am rejecting this response because: the realtor ***** fabricated that estimate with JFS Construction information and **** ***** CMG staff was aware of this fabrication because I explained to **** that I didn't know any contractor who will be willing to do the repairs and wait to get paid after your inspection and **** assured me that it didn't matter who I choose to use to do these repairs and that your company just required an estimate for documentation purposes. This assurance was why I used a handyman ********* Luis  to do these repairs and paid him $16,000 with checks between 10/31/24 and 11/15/24 for the repairs that he did.

  ****** ***** sent me this email:

  Hello *****:
  
  I will place the request for final inspection this afternoon.
  The appraiser should reach out directly to you to set this up as I do not know is schedule or yours.  You should hear from them within a few business days.
  The appraiser should Bill CMG as we hold the funds.
  
  Did JFS Construction do all the work?  I will need a final invoice and a W9 form so I can pay them.
  
  Please advise.
  
  Thanks,

  
  ****** Viera <*************************>
  Tue, Dec 10, 2024, 4:19?PM
  
  to me, *****, ****, *****

  
   This was my response

  ***** Obasi <****************************>
  Dec 10, 2024, 4:29?PM
  to ******, *****, ****, *****
  Yes they did most of the work (referring to the ***** but I have other people working too like the electrician. I paid them most of their bill (by this time I had paid **************** a total of $15,000 checks plus $1000 zelle transfer), but don't want to pay them everything ($22,000) pending my state inspection too (that was my contract agreement with ****************). I want to make sure I pass all inspections before paying them everything. 
  Therefore, I will appreciate you send me back my money so that I manage the payments myself,
  Thanks
  

   

  After going back and forth insisting that **** promised me that *** will return my money after re-inspection (**** also went further to assure me that after the repairs are done and an appraisal confirmed it that *** will definitely return my escrow holdback and here is ****** confirming this information in our email exchange on 12/10/24)

  This is email from ****** confirming that I will receive my money back

  
  ****** Viera <*************************>
  Dec 10, 2024, 4:58?PM
  to me, *****, ****, *****
  Hello *****:
  
  I have been informed that once we receive a good final inspection, I will be able to release all funds back to you.
  You will then be responsible for making sure all contractors are paid as needed.
  
  Please confirm that this is how you wish to handle this.

  
   And here is my response

  
  ***** ***** Dec 10, 2024, 4:59?PM
  
  Yes, thank you

  I'm glad you recognize that your company paid the wrong person. So I believe that your company is responsible in returning my money as confirmed in our email correspondences.

  *** never submitted any invoices to you  because they never had any direct connection neither a contact with you nor any business with you. ****** asked me for a final invoice and a W9 and these documents were never submitted to you. ***** Beauzil  the realtor emailed you the first estimate of $7350.

  From the pictures you attached from the appraisal's re-inspection, you could see the **** (this was the only work that **************** was hired to do at the house. *** had nothing to do with the repairs.

  Additionally, your company offered me the extensions in their emails as you can see. The second extension was offered to me as a loyal customer because despite not having any tenants, I never defaulted in my mortgage payment. 

   "On December 10, 2024, against company policy, CMG reluctantly agreed to send the entirety of the escrow holdback funds directly to borrower after persistent and unwavering requests from you".

  Therefore, CMG own it to me to fulfill their agreement to send me back my money  in the amount of $7485

  Thank you

  ***** *****

  Business Response

  Date: 03/19/2025

  See attached response.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 22909273
  
  I am rejecting this response because: 

  The claim that you did not receive my response of Yes, thank you to ******** email on December 10 2024 by 4:59 pm is a LIE. Because  if ****** did not receive it, she would have asking me to respond to her request, because all partied involved received all the email corresponded and responded accordingly. Secondly, when ****** asked me to send her an invoice and a W9 for the repairs, I responded by rejecting to send her invoice or W9 from JSF Construction, rather I asked for my money back. Who then sent you the invoice you are claiming to have in your file. I am your customer and by law you are required to have me confirm all documents you receive about my property and confirm that they are true about my property. Especially the fact that your company have promised to send me my money you collected to hold in escrow.

  To respond to your claim about adding explanation to the emails. You have all the emails, if not I can forward all of the email correspondences back to you. I just highlighted parts that I thought you needed me to explain further. I asked for extensions because CMG promised to give me extensions if I needed them. We were supposed to close by 9/26/24 but there were liens on the property and those delayed closing till 10/16/24. Additionally, ***** (*** staff said we cannot have other work going on when they come for re-inspection). Meanwhile, 2 boilers were not working and there was no heat in the house, I wouldn't have installed radiators (one of the requirements in your repairs) back to non-functional boilers, therefore, I had to install HVAC. Your company granted those extensions based on customer loyalty and we have emails as prove. 

  I will not accept that you decided to give away my money that I signed documents before I gave to you. You were supposed to do the same for me, by sending me the final invoice documents to verify that they were accurate.

  Moreso, the fabricated estimate stated $7350 which was done by the real estate agent (***** *******) and after closing transaction with ***** ******* was concluded, who then sent you the final invoice and W-9 that you claim to have and how did CMG come to the conclusion of sending $7485 to JFS without confirming the accuracy from me.

  I again ask CMG to kindly send me back my money Totaling $7485 as per their promise. *** acknowledged that they made mistake "As stated previously, *** regrets the oversight of not sending the escrow holdback funds directly to you for disbursement as you were informed. I refuse to pay for your mistake.
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/22/2025

  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.

  My property tax was not paid for by the mentioned party on or before the due date on 11/1/2024. I paid off my home loan with the company on 11/18/2024. Under the impression that my property tax had been paid I made no further inquires. Until my home owners insurance company called me to tell me they had not received payment for the year either, on 12/17/2024. However, that was not due until after I paid off the loan so they had no wrong doing there. This led me to inquire with the county tax collector if my property tax had been paid for the installment that was due while the mentioned party still held the note for my property. I discovered that it had nope been paid for the term due and was now in a delinquent state resulting in a $338.55 late fee to be imposed. I contacted the mentioned party to find out why this had not been paid as it was still there responsibility to pay it on the due date while owning the note. They responded with "it is not late till 12/10/2024 so we pay it sometime between the due date and the late date". Also mentioning that the escrow account is put into a freeze once they receive a final payoff. None of this information was shared with me at time of payoff. So now I am asking to be refunded the late charge of $338.55 because the property tax should have been paid while the mentioned party was still responsible for the note. I have paid the property tax and late fee to date to limit any further damages and because they issued me the check for the escrow account. Which, the check for the escrow account balance was not cut until after the late date of the property tax.

  Business Response

  Date: 01/30/2025

  Good afternoon BBB,

  Attached is the drafted response in reference to this matter.

  Thank you

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22842073
  
  I am rejecting this response because, in order of ********* bullet points:

  1) Why is a company acting on behalf of its clients not paying something by its due date instead of waiting till it gets closer to a ELD. Seems like bad business practice. 

  2) They were never advised to disburse the tax payment because I was never told that the payment had not been made. Again, the due date was prior to the payoff date so why would there be any thought that the payment was not made. Also, why should I have to tell you to pay my property tax when that is the whole reason of having an escrow account. I was also never told that the escrow account was placed on hold simply that I would be cut a check for the remaining balance, which I was also not told the amount until I received the check. 

  3) Attached is the bill from the county assessor office showing the delinquent amount after missing the first installment. The second attachment is my receipt from paying the delinquent bill. The difference between the normal amount due and the delinquent amount is $338.58

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

  Business Response

  Date: 02/27/2025

  Good evening BBB,

  Attached is the drafted response in reference to this matter.

  Thank you

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22842073
  
  I am rejecting this response because:
  

  It should be the responsibility of the *** to inform me of all of my options and short comings when I paid off my mortgage. I was never informed that my property tax was not paid when I paid off my mortgage, that it was policy to pay closer to the delinquent date(which is a whole other in itself), and that I needed to tell them if I still wanted them to execute the property tax payment even though I had begun the loan payoff process. That is the equivalent of going to a mechanic him telling you what is wrong with your car and you paying him assuming he fixed the problem and taking the car back but he never actually fixed it, but because you never asked if it was fixed or explicitly told him to fix it you just paid him he's telling you too bad you already paid me so the account is closed and the car is your problem. I am truly disheartened at the outcome of this and will never be using or recommending *** for any finical need, mortgage or otherwise. You should have your clients best interest in mind but clearly this is not a company that cares about its clients thru the whole process just when they are receiving interest and other fees from them.

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

  Business Response

  Date: 03/11/2025

  Good afternoon BBB,

   

  We understand the frustration this situation has caused the borrower and sincerely apologize for the confusion and stress.  In response to the rebuttal submitted on 2/18/2025, a letter was mailed to the borrower on 3/3/2025 (see attached). We also attempted to contact the borrower on 1/24/2025, but were unable to reach them.  After reviewing the loan, we found no servicing errors regarding the property tax payment. However, we understand the borrowers concerns about the communication regarding tax payment responsibility and timing. To address the late fee, weve issued a check for $338.58, sent on 3/4/2025 via ***** (tracking number: 7724 7419 9959).

  The borrower also has the right to receive the documentation used in our review. If requested, we will send this information promptly.

  Thank you

• Initial Complaint

  Date:01/20/2025

  Type:Billing 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.

  Account was set up on autopay on 12/6/24, set to begin 12/10/24. They never pulled payment for 12/24 or 1/25. I had to call to get it rectified. recorded the calls and posted payments Jan 9 25. This severely impacted my credit report at a time when applying for new credit for a leased vehicle causing the payment to go up $50 per month. I need my credit report fixed.

  Business Response

  Date: 01/31/2025

  Good afternoon BBB,

  Please find attached the draft related to this matter.
  

  Thank you

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22834550
  
  I am rejecting this response because:
  
  The payment was never drafted and it was never communicated to me otherwise. I have no missed a payment on anything in the last 15 years and take this very seriously. I will continue to pursue until the report is corrected. This has been a terrible experience from start to finish and will publish the results of this and how Ive been treated as a customer on every forum that that will accept thr review of my experience with CMG. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/18/2025

  Good afternoon BBB,

  Please see the attached drafted response in reference to this matter.

  Thank you

• Initial Complaint

  Date:01/15/2025

  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.

  This business uses a subsidiary CMG Financial *************************** to process insurance claim checks on behalf of CMG Mortgage. My claim has been ongoing for nearly 4 months for damage to my home in ******* through State Farm insurance. This process has been flawed with delays, delays that always take 3-5 business days to process. I have provided roughly 80k in State Farm checks to them to pay 2 vendors for water damage. The first vendor did the work and submitted an invoice to State Farm for 23k, work was done and approved by inspection. The processing sent me a check for 40k. The restoration company per the contract I submitted to the processing center stipulates a down payment of 50% before work can begin for materials. So that would equate to roughly 29k to get on the schedule per the contractors contract. So I have for 2 months now been asking for an additional stipend of 12k from the processing center to get to the 29k (40-23=17 + 12 = 29k) hope that makes sense. They keep denying it because per their internal policies they need to see 25% progress before they will release additional funds. I can't get on the schedule without the 50% down payment, so how can I show progress without the money? State Farm approved the amounts of both vendors. But this group keeps denying my request for additional funds, how can I show progress if I can't get MY MONEY from this group? Have tried to escalate this up the ladder, have requested to speak to the supervisor, but again their policy says it could be ***** hours to return a phone call! It took 5 business days to process the checks, it took 5 business days to deposit the checks and then an additional 7 business days to issue the check, when asked who is collecting the interest on my 80k, they say that this is deposited in a non interest bearing escrow account - I find that hard to believe, this processing should take minutes not days, heck I can deposit a check with my phone.

  Business Response

  Date: 02/04/2025

  Good morning BBB,

  Attached is the drafted response in reference to this matter.

  Thank you

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22816158
  
  I am rejecting this response because: This matter is still unresolved, they have been holding my funds for the better part of 4 months.  They keep delaying the funds that need to be released so that I may get on the contractors schedule.  Last conversation that I had, they stated I needed to meet the 25% completion threshold so that they could release an additional $12, 251.55 (funds needed to get on contractors schedule).  Had a second inspection done on January 27th, the inspector turned the report on January 27th.  Received notice on January 31st that they received the inspection, and that it would take 2-5 business days from there to release the funds, as of today, the funds have not been released (February 4th).  Called today February 4th, and asked when they will release the funds based on the inspection which showed a 30% completion rate.  They told me that a check for $11,501.88 would be released in 2-5 business days. 

  I asked why it was short.  ***** (Resolution Specialist), told me that even though we came in higher at 30% they based the funds released on the funds remaining in the account at 25% which would be less than I needed to satisfy the contractors contract to get on the schedule.  They just keep lying, and changing the story to keep my money longer and longer.  So now I have to wait 7-10 business days for the check to be mailed after the 2-5 business days it takes for them to write a check, to receive the $11,501.88.  After I receive the funds I can then request the additional $749.67 I need to just get on the contractors calendar (per his contract), subject to management approval.  

  So, I have requested this be escalated again to ***** (***** supervisor), to find out why they keep changing the rules?

  This is absolutely the worst company I have ever dealt with, everything takes 2-5 business days (always 5) to get anything done, and now I have to wait ***** hours to get a phone call back from *****. I think there is something terribly wrong going on here, it should take minutes not days to get things done, I can deposit a check with my phone and get it approved in minutes, and 7-10 days to mail a check, only means that is an additional 7-10 days to earn interest on my money.  They say it's non interest bearing escrow account - but how do we really know that to be true - because they say so?

  Something nefarious is going on here, if I had the means, I would sue them to find out what they are truly doing with my funds...
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/03/2025

  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 continue to constantly have issues with this mortgage company that my original lender sold my mortgage to. I never received my escrow analysis letter in the mail. Then when I call to get a copy I am told by several different employees it is available on the portal which it is not. After calling again I am sent a copy that was clearly printed from one of the employees computers. Then after asking for assistance I get told I am not far enough behind to receive any help. Then when I do get behind the loss for mitigation team is supposed to reach out to help but never did. I have tried for over a month to get some help and still have not received anything. I call every single week and no one ever helps. I am a prior service veteran and no one should be treated this way. I constantly get transferred to different departments. I keep being told to wait for the letter in the mail that I have yet to receive. I tried requesting an escrow analysis on my property due to new insurance an employee actually told me I couldn't set that up. He told that is only done once a year. Not only are they unable to assist me but they refused to send out my insurance payments. After speaking to a so called manager all he could tell me was that he could transfer me. I need assistance before I am forced to refinance. There is something illegal going on with this company and I am never given proper documentation when I have asked for it several times. I will have some type of legal counsel to review my bills because my mortgage has changed again and no one can explain why my amount is changed.

  Business Response

  Date: 01/21/2025

  Good afternoon BBB,

  Please see the attached response in reference to this matter.

  Thank you