Consumer complaint received 2023-08-22
Company: CMG MORTGAGE, INC
State: KY
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
To Whom It May Concern ; My name is XXXX XXXX and I have a mortgage loan with CMG Financial that is backed by the USDA. My loan number is XXXX. Last year XXXX ran through my house three times and placed a huge strain on my family. I ended up with XXXX XXXX XXXX XXXX right after one bout, it probably would have happened eventually but the stress of wondering if my kids were going to die at times really sped up a XXXX XXXX 
I reached out to CMG to see if I could get help with one month, make payment arrangements... something. We had a lot of extra expenses due to this streak of illness and we wanted to let the mortgage company know what was taking place as we felt we could possibly be late with a payment. The gentleman on the phone said they would give me a forbearance for three months and they would tack it on to the end of the loan. At the end of all of this, I found out that CMG does not just tack it on the end of the loan and I would have to participate in a loss mitigation option. I can pay for my home, we are free from XXXX, my health condition is under control and closely monitored by my doctors, so I naturally want to keep my home and opted for the modification process. It has been a total nightmare! I call every week and get told everything is fine or they need one more item. I always get them what they say they are missing right away. After you send in a missing item it takes them 30 days to review it, after those 30 days it is always the same response ... another item is missing. It seems like the underwriter doesn't do a complete review. It appears once the underwriter finds an unacceptable/missing item they stop working on the file instead of doing a complete review and asking for everything at once. It was like running in a hamster wheel until I was told that I was denied due to a high DTI. 
Here is what transpired on three phone calls ( that I have recordings of ) after I was denied and requested a new package : XX/XX/2023 I called at XXXX XXXX  and spoke to XXXX XXXX XXXX XXXX XXXX. She was extremely polite, nice, and helpful. I gave her permission to speak to my friend XXXX who has worked in the mortgage industry before because I feel lost, XXXX and defeated. XXXX placed every call on speakerphone so I could hear the conversation and answer any questions that she may not know. She advised XXXX that she is a SPOC. She said this was the first time looking at the file. 
XXXX said every time I call, I speak to someone different and asked if there was a group or team assigned to my file so that I truly have a single point of contact. XXXX XXXX said there was not and that is not how her department is set up. She admitted in essence I don't have a SPOC because of the way CMG is structured. She said that the underwriter calculated our income at {$5800.00} although my husband 's paystub for the end of XXXX shows {$25000.00} and we have social CMG please also use this as my hardship letter as it is detailed in Paragraph 1 & 2 security grossed up at {$3200.00}. She said that she did not understand it either and that I could appeal it or reapply. XXXX asked, " even though there is gross negligence on this file, and it is obvious that there was no due diligence performed on this modification package, our only option was to reapply or appeal? '' She said that was correct, there was no way to reach out to management or to get someone else to review the file. We questioned what the process is to ensure negligence wasn't performed on the next package that I send in and was told there is no way to make sure that doesn't happen or to escalate it to management per the corporate format of CMG. The underwriter said our dti was over 36 % and it was denied so options are to appeal or reapply if we want a modification. 
I then called back because XXXX  as I had a few more questions and I was connected to employee XXXX XXXX XXXX XXXX She was the least helpful person I think I have ever dealt with while doing business. On speakerphone, I again authorized my friend XXXX to talk to her. 
My XXXX daughter lives with me and I was wondering if we could count her income because I did some research and learned that most likely I could. She told XXXX that we could use my daughter 's income. XXXX asked if CMG would pull her credit and she said didn't know and could not tell us. XXXX asked her to reach out to someone and ask because anytime someone pulls your credit, they are obligated to inform you legally. She came back and said they would not pull my daughter 's credit. She seemed unable to ask almost any question and unmotivated to look anything up. " I don't know '' was an appropriate answer for most questions for her. XXXX asked to speak to a manager, and she said they were refusing to take a call. XXXX asked for the manager 's name, and she refused to give that out and said she had been instructed to not tell her manager 's name. So, we could not talk to anyone but her ( she said research was also refusing to take calls ), was not offered a callback, was not allowed to know her manager 's name, and not offered help. She said if XXXX had a problem with it to write a letter and reference this call. XXXX advised her that the call was being recorded and she said we were not allowed to do that, but XXXX reminded her that she advised at the beginning of the call that it was recorded. 
We tried to call again to maybe get someone as nice as XXXX XXXX to answer our questions and we got XXXX XXXX XXXX XXXX XXXX XXXX I advised her I would like her to speak to XXXX. This rude human being had the nerve to ask ... " well, why can't you talk? ''!!!!!!!!!!!!!!!!!!!!! l!!! I!!!!!!!!!! 
Where is it okay to work and treat someone like that? I understand that the CMG SPOCS that I have interacted with are not versed in loss mitigation, but I have been very patient with this. I will not be patient with someone who treats me like I am stupid!?!?!?!?!?!? I am so glad that she put me on hold for a very long time and let me speak to XXXX XXXX XXXX XXXX XXXX XXXX  was so nice and patient. She also admitted she had never seen the file. She advised my only modification option was to appeal this decision also. There was no manager or any system in place to do anything else. She did try to trick me into saying my hardship was not resolved and I really didn't appreciate that too much as my hardship is done. Maybe someone at CMG can listen to that phone call and coach her, letting her know that is not appropriate. She then transferred me to research where I let XXXX speak to XXXX XXXX, his ID # XXXX. He said they pull credit, and they look at the credit score. He said he could not tell me what the qualifying score was, that he was privy to that information, but customers are not allowed to know. I have later learned this isn't true at all and that the score doesn't matter at all. XXXX tried to explain that it was super obvious our income was miscalculated, and he said that income had nothing to do with it, I was denied due to DTI. XXXX realized that he knew very little and wasn't a subject matter expert if he didn't know what DTI meant so she ended the phone call. A mortgage company should know basic mortgage lingo and I feel so helpless. It seemed like he walked through the door, and someone handed him a phone. The answers he gave were incorrect and he was not familiar with mortgages. He admitted to not ever working in the mortgage industry but was who CMG put on the phone for an escalated call pertaining to mortgages. Who is supposed to help me? 
Hopefully you see my dilemma. No one that I speak to knows what is going on with my file. No one in loss mitigation at CMG Financial seems to be able to answer anything about the specifics of modifications or mortgages. The home that I love, that houses my children,

Company response to consumer: Closed with explanation