Consumer complaint received 2023-01-05
Company: CMG MORTGAGE, INC
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX, CMG Financial made an escrow disbursement of {$1800.00}. My statement indicated that it was for my property taxes. At the time, I didn't think much of it because they pay my property taxes with my escrow account. But then on XX/XX/XXXX and XX/XX/XXXX, CMG made property tax payments of {$3500.00} and {$3600.00}, respectively. The XXXX and XXXX payments cover my property taxes in full for XXXX. I realized that something was wrong on XXXX, when I received notification that CMG was making the XXXX payment of {$3600.00}. I called the customer service phone # and spoke to a representative named XXXX. XXXX explained to me that she could see where the XXXX payment was made, but she could also see that it was refunded the very next day because they made it in error. I explained to her that this seemed untrue because none of my statements indicated that the money was returned to my escrow account. XXXX opened a work order and told me that someone would reach out to me in 24-48 hours. On XX/XX/XXXX, after not having been contacted by anyone from CMG, I reached out to them. I spoke to a woman named XXXX, who told me that someone from CMG had spoken to a woman named XXXX from the XXXX XXXX tax office. According to XXXX, the XXXX payment was for a delinquent tax bill dating back to XX/XX/XXXX. I asked XXXX if I could be sent a copy of the delinquent tax bill because I had not received any such bill from the XXXX XXXX XXXXXXXX myself. She told me that she had to open a work order and it would be emailed to me within 3 business days. On XX/XX/XXXX, again after not hearing back from anyone at CMG, I called the customer service line and spoke to a woman named XXXX. She gave me the same information as XXXX, and offered no explanation as to the email I was supposed to receive. XXXX suggested that I reach out to the XXXX XXXX tax office myself. Just after my conversation with XXXX, I did call the XXXX XXXX tax office. I spoke to a woman in the office who confirmed with me that a delinquent tax bill had not been issued for my address, and she even checked records as far back as XXXX, three years before I bought the property, and confirmed that all taxes had been paid in full and on time. She also claimed there was no record of XXXX XXXX receiving a payment of {$1800.00} in XXXX for my address. I called CMG two days later on XX/XX/XXXX and spoke to a man named XXXX. He gave me the same information about the payment being made for a delinquent tax bill. I asked him if he could produce a copy of the bill, but XXXX told me that they did not receive a bill from the city, but claimed that CMG was just alerted that it needed to be paid. I explained to XXXX that this didn't make any sense, and without being able to produce a bill, I fully expected the payment from XXXX to be reimbursed to my account. XXXX told me he would open a work order for a full investigation that would take up to 10 business days to complete. Yet again, I did not hear from CMG after 13 business days, and on XX/XX/XXXX I made another call to their customer service line. I spoke to a man named XXXX. XXXX told me that the XXXX payment was not made for a delinquent tax bill, but rather a Tax Sale Fee. I asked him what this was, and he could not provide an answer. I asked XXXX if he could produce a copy of the bill that prompted CMG to make the payment, and he told me that he did not see any backup or documentation in their system to go along with the payment. I asked to speak to a supervisor, and XXXX directed me to a woman named XXXX. I explained the entire situation to XXXX, and she also confirmed that she did not see any documentation to accompany the payment. XXXX also noted that the lack of documentation was odd. I explained to XXXX this entire situation seemed very sketchy to me, and that it does not make sense that no one within CMG can procure any sort of document that prompted this {$1800.00} payment made in XXXX. I also explained that CMG has failed to follow up with me at any time, and I have had to be the person that reaches out. XXXX took my phone # and assured me that she would call me with an update by the end of the day on Wednesday, XXXX. At the time of me writing this, it is XXXX on Thursday, XXXX, and I have yet to receive a call from XXXX XXXX anyone else from CMG .

Company response to consumer: Closed with explanation