Consumer complaint received 2022-11-02
Company: CMG MORTGAGE, INC
State: AL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
my mortgage was transferred ( sold ) to CMG. I received the notice by mail on XX/XX/XXXX or XXXX of XXXX. I had already made my XX/XX/XXXX payment online to my other mortgage company. I called CMG on XX/XX/XXXX to make sure my payment would transfer and to inform them that I had paid my XXXX payment. The lady assured me that everything would transfer and I could start with the XX/XX/XXXX payment online/phone pay with CMG. XX/XX/XXXX I made the online payment to CMG online for the XX/XX/XXXX payment. In XXXX received mail stating that I was missing a payment already. Called CMG XX/XX/XXXX. Was then told it takes 3 months for everything to fully transfer. In XX/XX/XXXX, started to received 2 statements with 2 different account numbers for the same mortgage. Called XX/XX/XXXX to make the XX/XX/XXXX payment because it wouldn't let me do it online. Called XX/XX/XXXX. They were confused about the 2 acct numbers. They sent in a request to fix it. told to call back in a week. Called back XX/XX/XXXX, it still wasn't fixed. Was told that they would call us on XX/XX/XXXX. Never received a call. Called them on XX/XX/XXXX, talked to XXXX XXXX, was told to hold off on XXXX payment and to wait until the transfer that was set for XX/XX/XXXX. They can not find the XX/XX/XXXX payment. Also talked to XXXX from customer service that day. Called them back on XX/XX/XXXX, person # XXXX, was informed that the RESPA act covered me form late fees and no negative credit reporting. Did make the XXXX and XX/XX/XXXX payments at the same time by phone on that day. I was told by XX/XX/XXXX it would be fixed. Checked my statements in XXXX, not fixed. Called CMG on XX/XX/XXXX, Was told to send bank statements by fax to the XXXX XXXX. Payment Dispute. may take 2 weeks to correct. I faxed them the bank statements on XX/XX/XXXX. Called them back on XX/XX/XXXX, talked to # XXXX. They made notes in the acct, was told maybe the payments that were missing, may have been sent to escrow acct. Put in a request for a supervisor to call me. Was also told to hold off on XXXX payment. transferred to another person # XXXX was told it should be fixed by XX/XX/XXXX, that they would fix the miss applied payments. Called XX/XX/XXXX, # XXXX, explained the situation, transferred to XXXX, told that they noted on XX/XX/XXXX that the items sent ( bank statements ) were not good enough proof of payments. Transferred to the XXXX XXXX. They had to figure out which loan was the active loan, transfer payments to the right account. Was told to wait to file taxes. Transferred to XXXX, XXXX in XXXX XXXX. Wait to pay XXXX and XXXX payments. That we needed transmittal report from the bank to show payments. Called XX/XX/XXXX, # XXXX, told them I need to be transferred to XXXX XXXX. Transferred to XXXX on the resolution team. She figured out the correct acct number, closing out the other acct. Still cant find the XX/XX/XXXX payment. made the XXXX and XXXX payments by phone on XX/XX/XXXX. After this quit calling for a while, just made online payments for XXXX through XX/XX/XXXX. During this time, I talked to a lawyer. Gave them time to fix things. Make payments online ( which I did ). Faxed in Transmittal statements on XX/XX/XXXX. Called XX/XX/XXXX, XXXX, very helpful, he looked over the fax and talked to a payment dispute agent. Transferred to XXXX, he 3 way called the other mortgage company. He got the XXXX XXXX XXXX to fax over full payment history of my loan with them. was told that might take XXXX hrs. The escrow info was not the same, totals don't match. was told that it was CMG who messed up with the transfer, giving me 2 acct numbers and loosing the payments. Should be fixed by XXXX XXXX. All this time my credit is being attacked, mass amounts taken down, every few months. was told it can not be fixed until they fix the payments. Called XX/XX/XXXX, call center was not accepting calls, couldn't get through.

Company response to consumer: Closed with explanation