Consumer complaint received 2017-11-15
Company: CMG MORTGAGE, INC
State: CA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
I had done a refinance loan with XXXX. The loan closed on XX/XX/XXXX. After this date is when all the problems started. I have had nothing but stress and problems regarding this loan.
Funds were to be disbursed to me on XX/XX/XXXX and wired - this did not occur until XX/XX/XXXX after I had called the escrow unit.
Credit cards were to be paid from the funds through escrow on XX/XX/XXXX - This was not completed until XX/XX/XXXX.
I had paid two payments on this account for the months of XX/XX/XXXX, and XX/XX/XXXX. Both payments posted and cleared my account on XX/XX/XXXX.
On XX/XX/XXXX- I received a letter from an insurance company that I did not authorize, stating that my Flood Insurance had not been paid, therefore it was being cancelled. This was the lenders choice - and was to be paid in escrow. I immediately called escrow and asked what was going on as I had paperwork that showed as being paid. I also questioned the fact that it was not my insurance agent. I was told that the agent had taken care of this for me. Now they were asking me to pay {$1300.00} in which was not even the correct amount of insurance required by the loan. I refused to pay this amount as my agent had the same insurance at {$490.00} and the correct amount needed to insure the appraised value of the home. Escrow finally stated that it was an oversight on her behalf and told me that I would be able to use my insurance if I paid in full out of pocket. I did exactly as stated. I was then told that my impound account would be adjusted, and payments would reflect the new change. This I received in an email on XX/XX/XXXX. To this date, no changes have been made regarding this matter.
I continued to contact the escrow and loan company, and was told that the loan had now transferred to CMG Mortgage on XX/XX/XXXX. I called CMG Mortgage and was told that they never received any of the updated  impound information and was asked to submit the Flood Insurance information in which I did.
The Representative from CMG Mortgage then told me that no payments had been posted to my account. I owed for XX/XX/XXXX, andXX/XX/XXXX. She stated that I would have to contact XXXX to get them to send over the payments. I contacted XXXX, and was told that CMG Mortgage did receive the payments, and it was out of their control now.
I asked about the impounds, payments and etc. yet no viable answers. I finally contacted my bank for help. I also contacted XXXX once, again.
During the meantime, CMG Mortgage had stated that they did receive the payment for XX/XX/XXXX, but not for XX/XX/XXXX. I told them that both payments cleared the same date of XX/XX/XXXX. Again, I was told to contact XXXX.
I was worried about my credit, and also with the holidays coming - so I went ahead and made a second XX/XX/XXXX payment just to be safe. I was afraid of late fee 's and also losing my home because of something that I did not do.
Finally, I received an email from XXXX and proof from my bank that both XX/XX/XXXX, and XX/XX/XXXX payments were received. I decided to cancel the extra XX/XX/XXXXpayment with a stop payment onXX/XX/XXXX as no payment had been processed by CMG Mortgage.
The reason I cancelled the second payment is now I have 3 different loan servicing companies to deal with. Each of them have never fixed the original problems, yet they all concur that it was the other lenders fault. I did not see a need to fight with another company to get money returned to me from impounds being wrong. I knew that I had the proof and was in compliance with my loan as both XX/XX/XXXXand XX/XX/XXXX payments were made and processed.
I am still owed the difference in impounds and payment overages. Nothing is being done to return this money to me.
Today, I called CMG Mortgage and spoke with an agent. I tried explaining the problem to her, but she stated that my payments would increase. I asked her to explain, but the call got disconnected. When I called back, I was told that she was on another line and would return my call - never happened.
I had supplied CMG Mortgage all the information that had been asked. I submitted the proof, yet I feel like I am being cheated.
I paid good money to do this loan, now I have nothing but stress. I do not even know where this loan stands as now I am being told that no payment for the month of XX/XX/XXXXexist, again.
I do not know how an underwriter can approve a loan without facts. I do not know how Escrow and a Funder does not verify information before funding and closing a loan. I would think that there would be a checks and balance step. It makes me wonder if all of this fast transfers and runaround is a coverup for Fraud.
I just want things to be corrected. I feel as a consumer that I am not being treated properly and my concerns are dismissed.
I would love to see how they would act if they took their money to a bank and then the bank says ... we have no clue what happened to your money. Call who gave you the money and see if they can figure it out. This is just not good business. This loan was done very sloppy and poorly.

Company response to consumer: Closed with explanation