Consumer complaint received 2023-10-29
Company: CMG MORTGAGE, INC
State: NM
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Sub-issue: Trying to communicate with the company to fix an issue with the application process

Complaint:
This complaint is in reference to and an extension of a previous complaint, which is complaint number XXXX. 

In the previous complaint, the CMG Mortgage representative, XXXX XXXX XXXX, is claiming that he had a conversation with my husband, XXXX, and that XXXX was given verbal permission by XXXX to proceed with pulling our credit reports to complete a new credit application for an FHA mortgage refinancing loan. 
This information is false and inaccurate. XXXX and XXXX have never had any conversations to date. Below is the timeline of events that occurred. 
On XX/XX/XXXX, XXXX attempted to contact XXXX on his cell phone at XXXX XXXX That phone call was not answered by XXXX and resulted in a voice message. The voice message and a transcript of the message are attached. 
Then at XXXXXXXX XXXX XXXX proceeded to send a text message to XXXX that says, " Hey XXXX, XXXX XXXX CMG Home Loans. Hey, we've got great product line up for the fall and when rates come down well refinance our buyers for free. I've got the best rates presently in the city. Let me know if you need any assistance friends or family. I'm here to help. XXXX XXXX ''. A screenshot of this text message is also attached. 
Then at XXXXXXXX XXXX I received a text message from XXXX. That text message said the following, XXXX XXXX, its XXXX XXXX CMG home loans. How are things since your purchase back in early XXXX Are you ready to upgrade? Ive got the best mortgage products in town at the lowest rates. Plus, I would refinance my borrowers for free when rates come down a half percent or more. Let me know how I can help you, friends or family! This is my cell.. He also attached his business card. A screenshot of this text message has been attached. 
At XXXXXXXX XXXX, both mine and XXXX credit was pulled by XXXX. 
At XXXXXXXX XXXX XXXXXXXX attempted to call XXXX cell phone again, and this call was not answered, and no voice message was left. At XXXX XXXX XXXX attempted to call XXXX cell phone again, and this call was not answered, and no voice message was left. The screen shot of XXXX cell phone call log is also attached. 
The next day, XX/XX/XXXXXXXX XXXX XXXX XXXXXXXX attempted to call XXXX for a 3rd time, and this call was again, not answered, nor was there a voice message left. 
There were no further attempts to contact XXXX or myself by XXXX after the attempts listed above. 
On XX/XX/XXXX, I received the loan documents via USPS from CMG Home Loans. At XXXXXXXX XXXX, I used XXXX cell phone, as mine was charging, to contact XXXX regarding the documents I received. XXXX and I had a 3 minute phone conversation, which is listed on the phone records. This conversation was stated in the first complaint. 
I have attached the following documents to provide proof that Dans statements were false and inaccurate. 
1. XXXX phone records from XXXX XXXX, with the dates that XXXX is alleging to have spoken to XXXX. There is NO incoming or outgoing call on the phone records during the alleged dates. 
2. As stated above, the screenshot of the voicemail from XXXX to XXXX on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX 
3. As stated above, the screenshot of XXXX text messages. 
4. As stated above, the screenshot of my text messages. 
5. Proof that credit reports were pulled on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX 
6. As stated above, the screenshot of XXXX call log from his cell phone. 
I also attached a printout of the original complaint for reference. 
I will also be sending this complaint to New Mexico Regulations and Licensing Department, along with the New Mexico Attorney General office. 
The statement below is from XXXX. 
I have never spoken to XXXX from XXXXMG Home Loans. The only time I ever heard from him was the text message he sent me and the voicemail he left me. Everything that he stated in his response to the CFPB was wrong. He was lying in his response, and I have never spoken to him. Not only that, but I am at work Monday through Saturday from XXXX XXXX  to XXXXXXXX XXXX. I am not allowed to use my cell phone during working hours. The time of these phone calls from XXXX is during my work day, so I would not have been able to speak to him at those times. If you need to contact me to verify my statement, I am available after working hours, Monday to Friday.

Company response to consumer: Closed with explanation