Consumer complaint received 2020-09-29
Company: CMG MORTGAGE, INC
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This is my second complaint against CMG Mortgage. I have placed more than 10 calls, have spent countless hours, have sent emails with attachment proving I have paid, XXXX  XXXX XXXX has proved that I have paid - and Cmg Mortgage refuses to speak with me or credit my account for the {$3600.00} I have paid them. They are reporting me to credit bureaus for no reason. And when I call - as noted above over and over - I have been put on hold, hung up on, put into dead voicemails ( this is one of CMG 's favorite games ) - and have been refused the ability to speak with anyone  at a managerial level each and every time I call. The only time I got to speak with a manger was on Friday XX/XX/XXXX after being on the phone for 1.5 hours - I was finally transferred to someone at XXXX, and was told they were closed and no one would help me. I have been promised over and over that a manager will call me - and I have this in writing. No one ever calls me to resolve my problem and clear the error CMG refused to acknowledge, discuss or clarify. 

Here is just one of the emails of them promising a call which never ever ever comes through - Re : Loan Number : XXXX Dear XXXX XXXX, Thank you for your inquiry. 
We understand your frustrations. We apologize for any inconvenience you have experienced. Your concerns have been escalated and a Supervisor has been assigned.. Please anticipate a Supervisor contacting you by phone on XX/XX/XXXX. 
Thank you in advance for your cooperation and patience in this matter. 

Sincerely, XXXX XXXX, XXXX E-mail Support Representative They are a prejudicial company, I believe they are going after me and my credit for a reason - because of my religion or because I am female? It is clear that they are actively doing everything in their power to refuse me the opportunity to clear up their error - and are destroying my credit in the process. 

Even the representative on the phone on XX/XX/XXXX agreed that these behaviors are suspect and I am being treated unfairly. Please request transcript from the XX/XX/XXXX call XXXX time frame - you will hear the representative agreeing that the behaviors of CMG are out of line against me. I requested a copy of this phone call / transcript - I was refused. 

I have every email and every correspondence - I am a customer trying to clear up where the {$3600.00} of 2 months mortgage is within CMG system and why they won't credit my account are claiming I am in default. 

XXXX  XXXX XXXX also struggled with CMG : " Our records indicate that the above payment was issued to Cmg Mortgage , Inc. as a electronic payment, XXXX, on XX/XX/XXXX. We have attempted to contact Cmg Mortgage , Inc. at XXXX on XX/XX/XXXX and have been unable to reach Cmg Mortgage , Inc. because due to line connection payee dropped off the line. '' I had to hound CMG with 2 calls to ensure XXXX  info was receive. 

I have had more than 5 mortgage companies over the years and I have NEVER had an issue with any of them - or any creditor. I have excellent credit, do not miss my commitments, and CMG went after me with vengeance, for no reason. Since our first call when I became aware that CMG did not credit the payment I sent for XXXX to my account, I have provided them with proof of payment. XXXX  XXXX XXXX has also provided them proof of payment. 

I don't know what to do. I have spent hours and hours on the phone and can't get a resolution. My XXXX payment is coming up - please help me.

Company response to consumer: Closed with explanation