Consumer complaint received 2022-06-03
Company: CMG MORTGAGE, INC
State: NE
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I applied for the XXXX in the first week of XXXX. I submitted all of the paperwork immediately. My approval came within a month. Then nothing happened and I continued ti get the run around. I told them I had already borrowed money to pay the mortgage back debt and was almost in foreclosure. So in the first week or so of XXXX I was told everything was done and the payment would be submitted soon because they had the documents from my mortgage company. CMG states they do not have the payments that XXXX states are sent as on XX/XX/XXXX, XXXX has now told me that someone spoke to CMG servicer XXXX and they verified the payment. So I called XXXX and XXXX says they do not have the payments. I then called XXXX and CMG again and told them that this is crazy that I am the only one concerned that almost {$5000.00} dollars are somewhere floating around and neither parties seem to care. Please see the communication from XXXX. XXXX never knows anything and everytime I call it's like starting all over again. 

XXXX XXXX, XXXX XXXX  Hello, we show that your application has not yet been completed and signed. You can log in to your account at XXXX XXXX XXXX  or call us at XXXX for assistance. Please note that you have 20 days to complete your application before it is withdrawn due to inactivity. 
XXXX XXXX, XXXX XXXX Correction : Please include a " XXXX '' when calling us. XXXX. 
XXXX XXXX XXXX, XXXX PM I have tried to log in and sign and still can not do so. Please help. 
XXXX XXXX, XXXX XXXX  XXXX XXXX, it looks like we may have an issue with your Social Security Number. Please edit and re-enter that, then request the signature bundle in the Signatures section again. 
XXXX XXXX XXXX, XXXX XXXX  I went in and updated the social and I am still not able to submit. Tomorrow I will go to the library and try to submit it. 
XXXX XXXX, XXXX XXXX  You'll need to request the signatures be sent. The page may take up to two minutes to process. It should email the bundle to you. 

XXXX XXXX XXXX, XXXX XXXX  None of this stuff is working, can you all change my email address to XXXX and see if that works. 

XXXX XXXX XXXX, XXXX XXXX  Who do I call because I am sitting here in serious situations and am not able to submit anything yet you all keep telling me to do things that make no sense and are not working. Why is there not IT that can go into the system and reset the signature or change the email. If the system i not working for anyone then all the people that submitted the foreclosure paperwork are going to be XXXX  waiting on this assistance. 

XXXX XXXX XXXX, XXXX XXXX  I was finally able to submit my documents XXXX XXXX XXXX, XXXX XXXX  is there a way I can change my email as I am having problems with he one listed. Please advise XXXX XXXX XXXX, XXXX XXXX  Can someone please resend or allow me to have the email to be resent to me so I can sign or whatever. i just got access back to my email. 

XXXX XXXX XXXX, XXXX XXXX  Ok done, thank you XXXX XXXX XXXX, XXXX XXXX Please advise me of anything else I am supposed to do.. 

XXXX XXXX, XXXX XXXX  Hello, could you please upload your mort recent utility bill dated within 30 days. 

XXXX XXXX XXXX, XXXX XXXX yes XXXX XXXX XXXX, XXXX XXXX  done XXXX XXXX, XXXX XXXX  Awesome! Thank you so much. 

XXXX XXXX XXXX, XXXX XXXX when will I find out a decision as I have borrowed money to pay in order to not lose my home. I am behind on the MUD bill as you can see. I struggling to get caught up or aything like it at this point. The hospital stay really put my upside down on my bills and i now affecting my mortgage. It is now time for my XXXX payment. Please advise on how this works. 

XXXX XXXX, XXXX XXXX  If all required documentation is submitted and no additional information is needed, we anticipate that your application will be processed between 20 and 30 days. If your application is approved, funds will be sent to your lender within 10 to 15 days. 

XXXX XXXX XXXX, XXXX XXXX  So this timeframe is outside the current 3 weeks? 

XXXX XXXX XXXX, XXXX XXXX  ok, so I now have paid the 2 months that were behind by borrowing money that I now have to pay back and will also have to pay for XXXX. I am now 3 months in the hole and this also has put all of my other bills severely behind. I am not sure how to dig myself out of this. Please advise on current timeframe because at this rate I can not afford to pay anything. I also have XXXX kids and a XXXX XXXXXXXX XXXX. Please advise. 

XXXX XXXX, XXXX XXXX  Hi XXXX. We are in the process of verifying your loan information with the servicer. This step could take 14-21 days to complete. Thank you! 

XXXX XXXX XXXX XXXX  Hello, we wanted to provide an update on your application. Although there's been some delays, we're continuing to pursue communication with your lender regarding your application. The front end staff at your lender may not have information regarding these communications yet, so it's best to monitor your application dashboard for updates. 

At this time, no further action is needed on your part. We appreciate your continued patience. 

Thank you, XXXX Customer Service Team XXXX XXXX XXXX, XXXX AM It's okay I have spoken to them and they confirmed that they have responded on the XXXX and they are sending the additional corespondance about my Forbearance last year. The verified that that has all been sent and the totals. 

XXXX XXXX XXXX, XXXX XXXX  Please advise on when a check will be sent as I am in defualt and facing foreclosure by the XXXX of this month if no payment has been made. I was not told that this would take as long as it has since my portion of information has been sent. Is there someone I can call on the Nebraska level administration as this is not a grant of any assistance. 

XXXX XXXX XXXX, XXXX XXXX  I was told to inquire about why I was not approved for the forbearance amount for the grant. I was told that CMG forwarded this information to you all and advised that this was forbearance. Can someone please explain or answer why that was not a part of the grant? 



XXXX XXXX, XXXX XXXX Hello XXXX, Our program is designed to bring you current on your mortgage and assist with additional monthly payments for up to 6 months. Payments should be going out to your lender this week. 



Thank you, XXXX Customer Service XXXX  XXXX XXXX XXXX, XXXX XXXX  I was told that the payment went out on XX/XX/17. Please explain why you are saying this week as I am set to foreclose on the XXXX if this is not received. 

XXXX XXXX, XXXX XXXX Hello XXXX, My apologies, funds were disbursed on XX/XX/17. It can sometimes take time for the lender to process and apply the funds once they're received. Any foreclosure proceedings are required to be paused for at least 60 days from the time they receive our initial record. 



Thank you, XXXX Customer Service Team XXXX XXXX XXXX, XXXX XXXX So payments were sent as of the XXXX but mortgage company does no have them. I am not understanding what is going on. I am definately writting my local officials. This is crazy that you two companies can't speak to each other and figure out what happened to the payments. 









XXXX XXXX, XXXX XXXX  Hello XXXX, Funds were sent to CMG 's sub-servicer. I am not sure how long it takes them to apply the funds to people 's accounts, but XXXX confirmed that they did receive the payment. 



Thank you, XXXX Customer Service Team XXXX XXXX XXXX, XXXX XXXX  I just contacted CMG and this is what they sent to me again. So I am not sure of who you need to contact but this is crazy and I am contacting the officials fo a formal complaint. 



Dear Borrower, Thank you for your inquiry regarding your missing loan payment. Please be advised that we are unable to locate the payment in the amount of {$4000.00}. Please obtain a copy of the front and back of your cancelled check so that we may review your request. If a bill pay service was utilized, please request a copy of the electronic transmittal form or a copy of the front and back of the cancelled check if your electronic payments are converted into paper checks. Copies of bank statements are not sufficient proof that we received your funds and will not be accepted. Upon receipt of this information, we can determine if we received the funds. 



Please forward the requested documentation to : Research Department XXXX XXXX XXXX XXXX, NJ XXXX Fax : XXXX Note : Please add loan number to all correspondence. 



If you have a question and would like to speak with a representative, you can initiate a Chat session by? Live Chat.? 



Thank you for giving us an opportunity to be of service to you. 



Sincerely, XXXX XXXX. 

Email Support Representative XXXX XXXX, XXXX XXXX Hello, we just spoke recently over the phone regarding your payment. The only information we have is that XXXX confirmed the payment sent was received and unfortunately we don't have verification to send you. You can login to your application and show your bank the attached account number to your application ( in your loan section ) and the payment that was sent, you should see this on your application, if they need further confirmation. This payment has been received and right now you'll have to wait on your bank to process this to your account. 

XXXX XXXX XXXX, XXXX XXXX Hello, Currently on the line with XXXX and they are now saying they do not see the payments either. So I am not sure what is going on but I am contacting the local officials today because this should not be the case. Someone should be able to see supposed payments that you all stated you verified. They are now asking for a transmittal number as well. Why am I doing all the work and your company no my mortgage company does nothing. XXXX is XXXX.

Company response to consumer: Closed with explanation