Consumer complaint received 2021-03-02
Company: CMG MORTGAGE, INC
State: TX
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
Due to a financial hardship related to COVID, I requested to be on the COVID FB in XX/XX/XXXX of which my mortgage company, CMG Financial, did assist me and place me on the COVID FB plan. I was on the COVID FB plan for XXXX, then requested and extension through the end of XXXX. At that time, things seemed to be looking up and better. I was able to resume making my mortgage payments in XXXX, and was also able to make enough money during this time to pay my past due balance. I did not exercise the option of deferring the past due balance to the end of the loan. Unfortunately, we ran into another hardship which forced us to close our business due to COVID and loss of business in XX/XX/XXXX. I called my mortgage company and requested assistance via the COVID FB plan. I was assured I was placed on the plan, and the plan will cover me for 2 more months. I was told to call back before the end of XXXX if I needed additional assistance. I called back at the end of XXXX to extend my FB only to find out that I was never put on the FB plan. I was told that the previous rep that assisted us in XXXX placed " extension codes '' but we were not on an active FB plan, so it did not activate it. This rep also explained that I was showing " active on the FB '' in the backend, but the frontend showed me " inactive ''. She sought assistance from management and promised me she placed the correct codes to activate the FB plan. I requested a call back from a manager to confirm- never received a callback. I was told the FB will take 5-7 business days to show in the system. I called again after the 5-7 business days and was told the previous rep did not place the correct codes, received many apologies, and was assured the FB will be placed on the account within 5-7 business days. I requested another callback from a manager and never received one. Called back again and the next rep blamed the previous one with not entering the correct codes, and assured me I will be placed on the FB. I have been doing this SAME process since then. I have called a total of 8 different times and I'm being told that either the wrong codes were entered, there is some issue with the system, there is some backend issue with the loan, or there is a frontend issue with the loan. I was promised on XX/XX/XXXX by XXXX in the FB Dept that he submitted a ticket to the Loss Mitigation department and assured me this will be taken care of. He advised me my account was noted and that this is a bank error, confirmed by his manager. I requested a callback and his manager has yet to call me. I just got off the phone with XXXX XXXX in Loss Mitigation who confirmed the account is STILL not on the FB. Almost 2 hours on the phone with him with no resolution. He requested XXXX XXXX, Head of Loss Mitigation, give me a callback within the next 24 hrs. I doubt I will get a call back. XXXX XXXX was my 8th rep that I have spoken to in CMG Financial with no resolution. I am constantly requesting and authorizing my daughter to handle this for me because I do not understand the ins and outs of this- luckily she works for another lender and understands what I qualify for and what the CARES Act has made available to me, if needed. She has also helped me understand what is available to me as a XXXX customer. I can not imagine how many other people who do not understand the ins and outs of this have been lied to, taken advantage of, or simply have lost hope due to the lack of training as reps OR the lack of technology this company has that limits what transactions can and can not occur on a loan. I am beyond frustrated and disappointed at how my loan has been handled. I have no faith that my loan will ever get corrected and placed on the COVID FB without interference of my investor or CFPB. Please help! I do not know what to do anymore! They have waived XXXX and XXXX late fees ( upon my request, not theirs ), but I have no credit protection and have done everything that was required of me as a homeowner to get the protection I was promised through the CARES Act. I also received a letter dated XX/XX/XXXX threatening my loan will be referred to foreclosure if I do not bring it current by XX/XX/XXXX. Please help! CMG Financial is not helping me and I fear this may be a bigger issue for several homeowners as well! An internal investigation may be warranted here.

Company response to consumer: Closed with explanation