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:11/24/2023

  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 have been going through an assumption of mortgage since November of last year. First attempt, they came they never received my documents. Resent in June and two months later they stated they needed additional documents. I quickly provided them with every single thing they needed from me to ensure everything is done in a timely manner. Credit reports last 90 days. We are now months out, my car is do e for and I need to finance a new one but I have yet to finish my assumption. They claim they send me what I need to finalize my assumption but I never received a call from their supervisor or the letter in the mail (which was supposed to be an email) letting me know what all the documents they needed updated. You have no way to contact the assumption department other than by email and they never respond except for an automated response. I'm drowning and need this done. This is my last choice. My ex whom I'm trying to assume the mortgage from is trying to buy a house but we are being ignored. We need help

  Business Response

  Date: 12/07/2023

  Please see our attached response for Complaint ID ********.

   

  Thanks,

  **

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20913351
  
  I am rejecting this response because: I have been emailing them and calling them telling them I haven't received anything. I've been asking for a supervisor to contact me for a month now and I am not getting any responses. I have numerous screenshots where I reached out and got not help but it's only allowing 5 attachments. Is there another way that I can provide this proof. I never received anything from them after my file came back from underwriting. I received a call from the processor who stated she'd email me the list but I never got it.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/19/2023

  Good morning/Good afternoon BBB,

  Please see the attached draft response and supporting documentation in reference to this matter.

   

  Thank you

• Initial Complaint

  Date:11/20/2023

  Type:Product 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.

  My ex-husband and I have been working together to get an assumption with CMG financial for roughly 240 days ish.They had us fill out a packet, which we did. They said the only thing missing from the packet was we needed to have a recorded quit claim deed. They said we could email them a copy of it. We recorded the quit claim deed, my husband emailed them a copy, I emailed them a copy, and I attached a copy in our joint online account. They say they havent received it and therefore they cannot finish the assumption.***** and I both just want the assumption completed. You can call him as well if youd like and check with him. His phone number is ************

  Business Response

  Date: 11/30/2023

  Pursuant to Complaint ID ********, please see the attached response.

   

  Customer Answer

  Date: 12/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They have promised that the assumption documents will be ready to sign by December 8th. Im not sure how soon after they plan to complete the assumption. For now, Im satisfied the progress and with my belief in their promise. 
  
  Sincerely,
  
  ****** ***********************

• Initial Complaint

  Date:11/13/2023

  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.

  CMG mortgage did not refund our escrow account after we sold our home, nearly $10k total! We have been waiting for over 2 months. First they sent it to our old address (after I called and requested that they send it to a new temporary address). Then it took over a month for them to finally reissue the check, now two weeks later it still hasn't arrived. Every time I call up there I get a different reason/excuse. We just want our money! I've offered direct deposit and they've refused. This is getting absurd. CMG was supposed to return out refund within 20 days from the sale date!

  Business Response

  Date: 11/20/2023

  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 their accounts. Thank you.

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20865371
  
  I am rejecting this response because:
  

  1. I called and asked for my address to be updated in September, before the initially check was sent.  I was told on that call that the address was updated.  Meanwhile CMG supposedly sent the check to the wrong address.  Upon recently asking the the buyers of our home, they indicated that they never received a check from CMG at our old address, which makes the claim that CMG sent it to the wrong address appear quite dubious.  

  2. I received no phone call on Nov 16th 2023, nor did I receive an email.  You claim that you attempted to contact me, I would have been happy to talk through this but no one contacted me.  ********* that I have called CMG mortgage, I've been told a different answer each time.  As I replied to the servicing email I received from CMG some days ago:
  
  "I've received no updates and every time I call your mortgage phone number I am told something different.  I've been told it shipped on the 7th, I was told it shipped 14th, then told again it was shipped on the 7th.  Was told it would arrive by the 10th, now told it will arrive by next friday.
  
  I'm going to loop in my attorney if the check isn't in my hand by the end of next week.  This is ridiculous.  Your team sent it to the wrong address originally, even after I asked for a different address when I spoke to my loan broker.  Now your team doesn't give me a consistent answer on the status of the check shipment. I've been dealing with this for nearly 90 days at this point.  You had 20 business days to get me the check and you're team has made mistakes over and over that has resulted in this delay, I had nothing to do with it.
  
  Alternatively, your team can wire the cash to my account or direct deposit.  9k is a lot of money to be held hostage by incompetent operations personnel at CMG.
  "

  3. Today is the 8th business day since the new check was supposedly shipped.  I say supposedly shipped because I was already told it had shipped several times when speaking with CMG employees PRIOR to the date mentioned in their response.  I have asked for expedited shipping, tracking numbers, etc multiple times.  CMG claims they are unable to provide any of this, despite the fact that they are mailing a check of nearly $9,000!
  
  Ultimately I don't see any transparency or resolution here, only CMG continuing to repeat the last thing they told me on the phone despite being told something different in every prior phone call with them.  Until that check actually arrives and is verified as depositable (e.g. I am able to deposit it in my bank without anymore surprises), CMG has not fulfilled their obligation to me.
  
  I won't be satisfied until the check arrives and is deposited in my account. The lack of transparency, consistency in communication, and "missing" phone call when I first informed them of the address change before the first check was even sent leaves me with a complete lack of trust.
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/29/2023

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

• Initial Complaint

  Date:11/13/2023

  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.

  In February 2023, I contacted *** ******************* to have my mortgage payments set to autopay. I gave a new bank account number ending in ****, as I had recently gotten married a couple of months prior. In July 2023, it was discovered that the autopay had not been set up correctly, and *** was attempting to pull mortgage payments from a now inactive bank account. I contacted *** and asked them to fix it, as the late payments had caused some problems with my credit. I was assured that the Autopay was now set up to the correct account and the old one was deleted. I paid the outstanding balance.In November 2023, I noticed that *** was still not deducting money from the correct bank account for the second time. This time, I called and spoke to representative #****, who informed me that *** was still attempting to deduct money from the old account. I requested that *** directly contact all relevant credit agencies on my behalf, since *** and its employees have caused severe damage to my credit that will now take months or years to fix. Their failure to follow basic instructions has caused me significant distress and damage to my credit. As soon as I realized the mortgage had not been paid in months, my husband and I paid the outstanding balance immediately. It is clear that this was not a funding issue - only an incompetence issue on ***'s part. I no longer trust them to handle my monthly payments. Not only did they make this mistake once, but they did the same thing TWICE. They also charged late fees, which I would like refunded. I am considering legal action if this does not get resolved. If you are advertising a service as Autopay, I expect that it is set up per the customer's directions. I attempted to remove the incorrect bank account from the *** portal myself, but was met with multiple technical errors that prevented me from removing it. Please help me. Thank you.

  Business Response

  Date: 11/22/2023

  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 their accounts.

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20864112
  
  I am rejecting this response because:

  There was no ICH form sent, as claimed by CMG. The credit reporting is false and needs to be removed from my record. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/28/2023

  Good morning, 

  CMG stands by the previous response sent to the borrower; they were directly sent a detailed response and a copy of the *** form dated 7/12/23 that was requested during a phone call made to CMG, as was stated in the original response sent to the BBB that is attached again.

  The borrower has not provided any new information for their complaint, and CMG has responded accordingly with the appropriate proof sent directly to the borrower. 

   Thank you

• Initial Complaint

  Date:11/02/2023

  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.

  I am writing to express my extreme dissatisfaction with the customer service I received regarding an issue with my loan.On 11/2/2023, I reached out to your customer service representative, ********, via your website. Unfortunately, my interactions with ******** left much to be desired, as her responses frequently strayed from the actual questions I had, causing confusion and delays in resolving my concerns.Seeking more direct assistance, I contacted your customer service phone line at 4:50 pm on November 2nd. The representative who answered the call did not provide her name. Instead, she immediately requested our legal names, which I provided. To my surprise, she responded with impatience, repeating her request for our legal names. Due to my Chinese background, I engaged my child (high school student)as a translator, at which point the customer service representative expressed frustration and offered to find a translator. Despite this, her behavior was consistently dismissive and offensive.I firmly believe that there is no justification for insulting a customer in any circumstance, especially when the issue revolves around simple and necessary information such as one's legal name. My legitimate concerns and need for assistance should not have warranted such a reaction.This experience has been deeply disappointing. In my home country, customer service is known for its warmth, enthusiasm, and customer-centric approach. This is the first time I have encountered such disrespectful treatment in my life.I kindly request a prompt investigation into this matter and an appropriate resolution to address my concerns. It is my hope that this incident can be an opportunity for improvement in your customer service department to ensure that no customer experiences such discourtesy in the future.Thank you for your attention to this issue.

  Business Response

  Date: 11/09/2023

  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 their accounts. 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:10/31/2023

  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 have had 2 loans with CMG for the past year now. After the Hurricane in *******, the accounts were both put into forbearance because I was waiting to settle with the insurance company and get the houses fixed. Around June of this year my credit score went down almost 300 points and when I looked it see why, it was because CMG reported my accounts 120 days past due. I made dozens of calls to CMG and never got the same answer. Always telling me I had to wait, they put a "task" request in. After over 2 months I FINALLY got someone who actually knew what they were talking about. They were able to fix the error made by the credit reporting team at CMG. I received a letter for each of my loans within a week and my credit began to go back up the next credit reporting. This lasted for 1 month. October came and when I got my credit update it was right back down to low 500s with a note that CMG account was 120 days delinquent. I have know been trying to call CMG to get it fixed again and am having the same exact issue as in June. My credit has now been negatively impacted for almost 5 months because of errors made by CMG. I understand that mistakes happen but their incompetence in trying to resolve their mistakes in a timely manner is unacceptable. Getting a different answer from each and every employee I have spoken to is also unacceptable. I have had many mortgages with many different companies and I have never had so many issues as I have with this company.

  Business Response

  Date: 11/08/2023

  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 their accounts. 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:10/16/2023

  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.

  My husband is a disabled veteran at a 100% tax exemption. Upon finding out his new disability rating we reached out to CMG to state we would like our taxes pulled out of our escrow on August 20th (even though we did not have the approval letter from the county yet). They told us to write a letter with a wet signature requesting this. While they were working on the request, we got the letter from our county saying we were 100% tax exempt. We asked CMG if they needed this and they said no and proceeded to deny our request for taxes to be pulled from escrow. We sent another email asking for taxes to be pulled from escrow because we are tax exempt, only this time we included the letter from the county and included a city employee on the email to answer any questions. This was on September 11th. I got ZERO response. I called again on September 29th, and they told me they have zero documents and I needed to provide the documents again. From there I was sent to the complaints department where they said I could fax the county letter to them, and they would have the issue resolved within a week. I faxed the letter on October 4th. Last Friday we called again and were told sorry we don't have any documents from you, nothing we can do. Wait until December. The absurdity of this is unreal. Giving ************* veterans who are over 100% disabled the run around and over charging them for months is disgusting. CMG needs to mitigate this and do better in the future on how to communicate better, save documents appropriately, and support vets with their tax exemptions.

  Business Response

  Date: 10/24/2023

  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 their accounts. CMG regrets the borrower did not receive the level of service to resolve this matter when they initially contacted CMG.
  Thank you,

  Customer Answer

  Date: 10/24/2023

  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:10/09/2023

  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.

  In July of 2023 i was advised that CMG owed me a refund of PMI on Loan Number ********l. I wrote to the company 8/15/2023 but have not received a response

  Business Response

  Date: 10/12/2023

  Good morning BBB,

   

  CMG was not the servicer of this loan. The borrower will need to contact Select Portfolio Servicing with their request. I have also notified the borrower.

   

  Thank you,

• Initial Complaint

  Date:10/04/2023

  Type:Delivery 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 30 August, 2023 my wife and I closed on a property in *********, **. Over the last 1.5 months, we still have not received the first payment instructions from CMG. My loan officer during the buying process no longer responds to my emails. Every week, I have called the customer service center, and my title company has contacted CMG weekly and we still have not reached a resolution. In order to satisfy my complaint, CMG needs to transition our assumed loan from the previous owner to my wife and I. I still do not have access to my loan online. My loan number is **********.

  Business Response

  Date: 10/17/2023

  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 their accounts. 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:10/03/2023

  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 received a letter stating that my mortgage had been sold and would be managed by a new servicing company. CMG stated in the attached letter that no changes would take place until October 4th. My mortgage is due on the 1st of each month and autopay was set up and had functioned correctly in the past. I noticed that my mortgage payment had not been withdrawn from my account for two work days after it normally withdraws. I called the mortgage company and was hung up on throughout their automated process. I called again and navigated through an inordinate amount of pre-recorded messages in order to talk to an actual person regarding this problem. Upon reaching a representative, I was first told that the payment would register in my bank account today and not to worry. However, the payment hadn't registered on the mortgage company's ledger. I corrected the representative who then told me that my loan had been sold as of October 1 (contradicting the attached letter) and that my autopay had been discontinued due to that. After having to ask upwards of five times who I should pay, when I should pay them, and how do I do it to ensure my mortgage payment was made, I finally received the answer to pay the new servicer manually after October 1st. This was all in contrast to the attached letter I received in the mail. Had I not been on top of this, I could have had a multitude of financial problems. CMG has demonstrated that they are deceptive, incompetent, or both. There is no reason that borrowers should have to spend two hours on the phone to ensure their payments are made. CMG should not be allowed to service any more loans in the future, their BBB rating should reflect that they are unable to faithfully service loans, and their management should be barred from further employment in the industry such that their cancerous management styles do not metastasize to the industry as a whole. If this is happening to me, it is definitely happening to other people.

  Business Response

  Date: 10/11/2023

  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 their accounts. CMG regrets the borrower did not receive the level of service to resolve this matter when they initially contacted CMG.
  Thank you,