Consumer complaint received 2023-09-29
Company: CMG MORTGAGE, INC
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage
Sub-issue: Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure

Complaint:
Subject : Formal Complaint Against CMG Financial To Whom It May Concern, I am writing to file a formal complaint against CMG Financial regarding their handling of my mortgage account. I believe that their actions have been unjust and have placed my financial stability and homeownership at risk. 

Background : I entered into a COVID forbearance agreement with CMG Financial in XX/XX/XXXX. 
I was prepared to exit the forbearance program in XX/XX/XXXX. 
Despite being the sole borrower on the loan, CMG Financial initially refused to grant me a loan modification, citing my husband 's name on the property deed. 
However, on XX/XX/XXXX, the courts granted me full ownership of the property, recognizing that I am the sole owner on the loan. 
Timeline of Events : XX/XX/XXXX : I received the court order granting me full ownership of the property. I requested to have the wording revised and was informed that it was not necessary. It was memorialized that my ex-husband had no interest in the home. I went to court two additional times to get the precise wording required by CMG Financial. On XX/XX/XXXX, the court amended the original degree so wording that a quit claim deed would not be required. 
On XX/XX/XXXX, I contacted CMG to inquire about my options. I was informed that an application for a modification would be sent to me. Three days after the call, I was informed that I was denied a streamline modification, however, I was not aware that I had applied for one. I called the mortgage company to inquire. I was informed that I had gone through a questionnaire and that the application that was sent to me was incorrect and a new one was being submitted. I was asked some questions about my finances ; however, I thought it was general in nature as in the rep was trying to get a general sense of what I should do. I was previously told that finances or credit were not taken into consideration with modifications. 
I promptly received and completed the application, submitting both hard copies and electronic versions to CMG Financial. 
I called in to follow up, and I received conflicting information at various times : I was informed that I was not eligible for VA modifications. 
I was told that my credit would not be impacted because I was in underwriting. I was later told that my credit would be impacted and I was not in underwriting. 
I was told that my documents were not sent to the correct department. 
I was told that I had completed the wrong application. 
I was told that I completed an interview and was submitted verbally. 
I was told that all of my documentation was not received and my package was incomplete. 
I was told that my document was received and it was complete and it was with loss mitigation. 
I was told that my case was closed but it was not denied. 
I was told there were missing pages. 
I was told that I needed to be patient. 
I was told another application had to be submitted because my workstation had been closed. 
I was told that I was escalated. Later, I was told there were no escalation codes on my case. 
All of this occurred from XX/XX/XXXX, to XX/XX/XXXX. Eleven representatives provided variations of instructions and conflicting information. 
I was told that documents submitted were missing or unreadable due to smudging. 
Agents gave inconsistent statements about the status of my application. 
I received denials for the modification, then was informed that everything was in order and I was in underwriting, only to later be told I was not. 
I encountered delays and issues due to mistakes on CMG Financial 's end, which further exacerbated my financial hardship. 
I was informed that my original documents had been shredded, and my case had to be restarted multiple times. 
Accountability and Adverse Impact : I repeatedly requested to speak with supervisors and asked for contact information for escalations but received no resolution. 
The mishandling of my case by CMG Financial has adversely impacted my credit and put me in a precarious financial situation. 
I have not been considered for appropriate programs to prevent economic distress despite receiving contradictory letters from CMG Financial. 
Concerns : I believe that CMG Financial has engaged in fraudulent practices that may result in foreclosure or place the burden on the VA, which guaranteed the loan. 
The lack of accountability and resolution from CMG Financial is deeply concerning and unacceptable. 
I request a thorough investigation into this matter to determine the extent of CMG Financial 's mishandling of my case and any resulting damages. I seek a resolution that aligns with my rights and responsibilities as a homeowner. 

Thank you for your prompt attention to this complaint, and I look forward to a resolution that rectifies the situation.

Company response to consumer: Closed with explanation