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:09/17/2023

  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.

  My home was put into active foreclosure without any notification at the conclusion of a Covid forbearance. I discovered my home was in active foreclosure through a text message on the evening of ****-23 with a cash offer for my home. As my Covid forbearance was ending, I called CMG to find out next steps. I was told it was in processing out of the forbearance and I'd be getting more information soon. As the end of June came, I went to pay my loan and was told I could not do this because my account was still in processing and that I would be getting more information soon. Keep an eye on your U.S. mail. On 7-27-23, I was sent an email stating I was approved for a streamlined deferral and the deferral agreement will arrive by mail. THE DEFERRAL AGREEMENT WAS NEVER RECEIVED. I called CMG 2 weeks later because I did not receive the agreement, and was told that it was still being processed. The next letter arrived 9-8-23, and I believed this was the letter mentioned on the July/August phone calls. I sent an email to the address listed on the contact form immediately on 9-9-23 accepting the offer and heard nothing back. My home was put in active foreclosure by CMG Financial on 8-31-23. I WAS NEVER NOTIFIED IN ANY WAY THAT OUR HOME WAS IN FORECLOSURE. We did not receive the Notice of Default and Intent to Accelerate, which is required by ***** state law to provide us with 20 days to cure the default. This notice is to be mailed VIA CERTIFIED MAIL. Additionally, we were never provided a Notice of Sale. When I called CMG on ****-23, I was told my homes sale date was listed as 11-7-23. Clearly, this is WRONGFUL FORECLOSURE and was carried about in an unethical and misleading manner. When I called to make a payment to stop the foreclosure on ****, the agent mentioned another person called with the same situation and said she would escalate both of our cases to her supervisor because something is off here. This isnt right.

  Business Response

  Date: 09/28/2023

  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:09/02/2023

  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.

  REQUEST FOR REFUND OF EXCESS ESCROW FUNDS DISABLED VETERANS EXEMPTION (PAST YEARS) - NO REFUND RECEIVED AS OF SEPTEMBER 01, 2023September 1, 2023LOAN #**********I sent an email about when I should expect my refund (s) for $1360.37 and $1,265.72 from CMG Financial who is my current mortgage company now. This request was made on August 24, 2023. I called their office at the (800) and also send an message on their website with a letter requesting this refund. This refund was created by me being a Disabled Veteran and qualifying for a higher exemption. This higher exemption resulted in refund(s) owed to me for these amounts. Not Received Tax Refund for Overpaid Property Taxes for the Following; Year 2020 - $1,200.91 & $1,307.33 = $2,508.24 Year 2021 - $1,208.51 & $1,311.33 = $2,519.84 Year 2022 - $1,235.76 & ******** = $2,577.22 Total Amount Not Received = $7,605.30 ************ CMG Financial ******************** services my loan for the tax years of 2020, 2021, 2022. I have made several requests for my Escrow Overages be refunded immediately. No Refund for $1360.37 or $1265.72 has been received. I sat on the phone trying to speak to a supervisor. The customer service and their process doesnt benefit anyone but themselves. When I had an Escrow Shortage, they contacted me immediately to get their money and didnt care how I got the money. Not the shoe is on the other foot, they owe me this money and I need my money. This money has been sitting in my escrow account since August 23. 2023. I logged into my mortgage account to verify. Their service and their Process sucks!!!!!

  Business Response

  Date: 09/11/2023

  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,

• Initial Complaint

  Date:08/25/2023

  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.

  For additional context, please reference Complaint ID: ********, which has still not been resolved.On 17 August 2023, I was contacted by *** that my closing disclosure was sent to myself to begin the 3 business day period for closing on a property. On 18 August, I received the documents, and confirmed with *************************, my loan officer, that I acknowledged the documents. On 17 August, the *** assumptions department and my family agreed upon a 22 August 2023 closing date for the property we are assuming. On 23 August, I was contacted by an employee (1 business day AFTER we agreed to close) requesting additional information by underwriting. Within 25 minutes, that information was provided (please reference time stamps on emails attached) around 8:22 AM MST. That evening, I requested an update from my loan processor, and was told that underwriting probably won't look at my documents that day. As I write this, it has been 2 additional business days since I provided the requested documents. It has now four business days since *** and myself agreed to close, and I have not received any word. At 11:00 AM MST on 25 August, I emailed my loan processors and was ignored for the remainder of the day. Since it is Friday, there is no chance that we will close today or Saturday (since *** is not open). This means that it will be 6 business days since we agreed upon closing. In addition, *** underwriting requested documents 1 business day after our agreed upon closing date. I was provided the closing disclosure over 7 business days ago, and *** is continuing to be willfully negligent and delay the assumption and closing procedure. I have since decided to contact my Congressmen because *** has not resolved my case, and I am deciding to elevate.

  Business Response

  Date: 08/28/2023

  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:08/12/2023

  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.

  The CMG MORTGAGEs auto-payment system stoped pulling payment without my request and reported to collection as late payment. Due to that my credit scope has been negatively affected wrongly.

  Business Response

  Date: 08/22/2023

  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. 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: 08/26/2023

   
  Complaint: 20460978
  
  I am rejecting this response because:

  
  Thank you for the response. However, The response provided by the business mixes two different issues that happened at different time. This complaint is not about the request on April 14, 2023 which is about supporting or not supporing splitting of accounts. The issue of not supporting splitting was already explained to me by customer service that it does not support it had been resolved by setting it up with single account before the June incident.
  
  
  This complaint is about why the June 1st, 2023 payment was not pulled automatically while the *** system was set up to use my own account (no split). At that time the *** was already configured with my own bank account that has my name on it. I had already explained this for the customer representatives multiple times by calling in as also confirmed on the response from CMG fininacial. However, the *** system did not work as expected by not pulling the payment and treating it as late. The pulling of the payment should have been initiated by CMG *** automatically since the account was configured with an account with my name on it and with sufficient balance. And the late fee credit reporting should not have been done. 
  Thus this is not miss from my side. For that reason I once again demand this late payment credit reporting to be reversed as it is not my fault. 
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/12/2023

  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:08/08/2023

  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.

  To: CMG Mortgage Loan # ********** ************ To whom it may concern, On 07/18/2023 I mailed in my mortgage of $3030.00 in the form three $1000 dollar money orders and one $30 money order. I always check my account to see if it posted and my account showed that only $2030 had posted. So I called to find out why $1000 is missing from my July payment. The person I spoke with advised me to send in a copy of the money order receipts. I sent in the receipts, and now they are saying that they cant clearly read the receipts. I spoke with ****, ID# 9CO, who stated that now I need to write a letter in order for me to get a quicker response. Why didnt they tell me this from the beginning? This is ridiculous! I have showed proof of my receipts, why cant I get an answer as to where the $1000 is. I will be reporting this to the Better Business Bureau as well as ****************. Attached you find another copy of the money order receipts.

  Business Response

  Date: 08/18/2023

  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:08/07/2023

  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 March 12, 2023 I began contact with *** financial for the assumption of a mortgage through ***'s assumption department after going under contract for a house. For context, assuming a mortgage is a benefit provided to service members through the VA loan (I as a buyer take on the loan of the sellers). From March 12, 2023 to July 24, 2023 *** financial "slow rolled" the process of assuming the loan. They requested hundreds of pages of documents to determine credit worthiness. Through this whole process, we were never provided an email address or phone number to submit documents until July 16 2023. All communications were required to go through the mailing service, which was timely and costly on our side since I was deployed on the other side of the world. Additionally, we would submit all documents that they were requesting (bank account statements, credit reports, VA documents, etc.) and two to three weeks later they would send us another letter requesting more information. Overall, the approval process took roughly 135 days just to get approval. From July 24, 2023 to today (August 8, 2023) *** financial has not reached out and contacted my title company in order to start the closing process, which has now been 16 days (and counting). We were told this part of the process would take 1 business day. We have tried to handle it with the company, calling their escalation department three times but have received no communication that we were promised by the assumption department. The resolution we are requesting is for the *** financial assumptions department to contact our title company to begin the closing process as well as providing myself the closing disclosure form via email by contacting myself to ensure that we can close on our new house.

  Business Response

  Date: 08/14/2023

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

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20435522
  
  I am rejecting this response because:

  On Friday, 11 August around **** MST I received a call from CMG regarding this complaint. At that time, the customer service representative informed me that I would be reached out to that day by the assumptions department with all closing documents in order to close on my property. I informed the customer service representative that if that is true, then I will accept the BBB complaint. 

  My title company was indeed contacted by the assumptions department on 11 August 2023 at **** MST requesting the closing fee amounts. Within two hours, my title company provided all the needed information and fees in order to complete a closing fee disclosure form as well as the mortgage documents in order to proceed with the closing process. The assumptions department also provided a closing instructions checklist which I have attached. 

  At the end of the day on 14 August, the title company and myself are still awaiting the closing fee disclosure form and mortgage documents in order to close on the property. We are back to waiting on the assumptions department in order to close on the house. The attached closing instructions provided by the assumptions department state that we must close on the house within five business days of receiving closing instructions (11 August 2023), but the assumptions department still has not provided all needed documentation to close. 

  Lastly, I find the comment that assumptions take ***** days after a completed package not be entirely truthful. When CMG first contacted me in March, I provided nearly 100 pages of documentation to prove creditworthiness (at that time a completed package). Over the course of the next 3-4 months, the assumptions department continued to request additional information (and they would not email, only snail mail which added to the delay since I was deployed overseas in the US military). Each month, the requirements of a "completed package" changed leaving me no chance to have a completed package in a timely manner. I have attached letters from the assumptions department from 3 separate months as an example.

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

• Initial Complaint

  Date:08/02/2023

  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 AM A DISABLED VETERAN OF THE ************* NAVY AND FOR THE PAST FEW YEARS HAVE BEEN FIGHTING FOR MY BENEFITS. ON FEBRUARY 6, 2023 I WAS GRANTED THE STATUS OF 100% TOTAL AND PERMANENT DISABILITY WHICH IN THE STATE OF VIRGINIA MAKES ME EXEMPT TO PERSONAL PROPERTY AND REAL ESTATE *****. I FILED FOR MY EXEMPTION STATUS FOR BOTH NOT LONG AFTER RECEIVING MY DOCUMENTS FROM THE VETERANS ADMINISTRATION AND RECEIVED THE FIRST REAL ESTATE EXEMPTION DOCUMENT ON MARCH 8, 2023 WHICH I FORWARDED TO CMG MORTGAGE TO HAVE MY MORTGAGE PAYMENT ADJUSTED TO REFLECT THAT. MORE THAN THAN THREE MONTHS LATER AND NUMEROUS CALLS LATER IT STILL HAS NOT BEEN DONE. I HAVE SPOKEN WITH NUMEROUS CUSTOMER SERVICE REPRESENTATIVES WHO ALL SAY THEY DO NOT UNDERSTAND WHY IT HAS NOT BEEN DONE WHEN ALL THE DOCUMENTS THAT I HAVE UPLOADED INDICATE THAT I AM 100% EXEMPT FROM ALL REAL ESTATE *****. ON JULY 20TH I WAS TOLD THAT I WAS USING THE WRONG VERBIAGE AND WHEN I CALLED IN I SHOULD HAVE BEEN ASKING FOR AN OFF CYCLE ESCROW ANALYSIS WHICH WOULD AUTOMATICALLY ADJUST MY PAYMENT IN 5 BUSINESS DAYS, HOWEVER ON JULY 27TH WHEN I LOGGED IN IT STILL WAS NOT DONE. AT THIS TIME I TOLD THE REPRESENTATIVE THAT I WAS GOING TO FILE A COMPLAINT WITH THE BETTER BUSINESS BUREAU AND SHE INADVERTENTLY BEGAN READING THE NOTES ON MY FILE OUT LOUD AND STATED THAT SHE DID NOT UNDERSTAND WHY EACH TIME I CALL IN TO HAVE A FILE OPEN THEY ARE CLOSING THEM WITHOUT WORKING THEM WHEN ALL THE NECESSASRYDOCUMENTS ARE PRESENT. SHE TRANSFERRED ME TO THE ESCROW DEPARTMENT AND THE PERSON SAID SHE CLOSED THE LAST TICKET BECAUSE SHE DID NOT KNOW WHAT I NEEDED. I HAVE UPLOADED MY DOCUMENTS AS WELL AS THE LAST ESCROW ANALYSIS THEY SENT TO ME WITH A SHORTAGE FOR THE ***** I AM EXEMPT FROM.

  Business Response

  Date: 08/10/2023

  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

  Business Response

  Date: 08/25/2023

  Please see the attached

• Initial Complaint

  Date:07/31/2023

  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.

  See attachment

  Business Response

  Date: 08/08/2023

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

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20402082
  
  I respectfully disagree with the business response that there were no servicing errors. However, now that the ball is rolling I am ok with waiting for the assumption process as long as there are no more unneccessary delays. I would like to keep the case open until everything is done. Thank you for your time, please have a good day.

  Very Respectfully,  
  MAC (SW/AW) ********, J.  
  ************* CMAA  
  Comm: ************************* 
  Cell: **************  
  NIPR: **********************************************************  

• Initial Complaint

  Date:07/26/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used CMG Financial for an All in One loan which they sold to me explicitly to be used on a **** exchance property. The amount of the loan was approx. $80,000.00. The day before my closing ******************** (Asset Preservation) and my law firm (**************************) told me this type of loan could not be used with a **** exchange property. CMG insists it could, but I got no resolution to this and had to find funds to do a cash closing the next day. I am asking for the $900.00 to be refunded from CMG that I paid for an appraisal for a loan approval for a product that could not be used.

  Business Response

  Date: 08/02/2023

  Good afternoon BBB and *********************************

  Please see the attached response in reference to BBB Case number 20380367.  CMG Financial dba CMG Home Loans (CMG) will respond directly to the applicant *********************************** today via the email provided in the BBB portal.  CMG strives to provide excellent customer service and regrets the applicant did not receive the level of service she expected.  CMG appreciates the opportunity to respond to this important matter.

   

  Thank you.

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

  Sr. Compliance Specialist

  CMG Financial

   

   

• Initial Complaint

  Date:07/18/2023

  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 submitted an FHA Stand Alone Partial Claim application with them due to getting kind on my mortgage because of a family loss. I submitted the application 45 days ago and was supposed to be processed on **** days. I cant get the company to process the application and they send a letter stating my home is going to foreclosure July 27th but I cant get them to process the claim. I have called so many times. I keep getting the run around. No one returns calls or updates me. At one point they even told me my application was closed on accident and coded wrong in their system. I am going to loose my house because they will not do what they are supposed to do. I have a FHA Insured mortgage and these are rights that should be available to me.

  Business Response

  Date: 07/21/2023

  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