Consumer complaint received 2022-01-11
Company: CMG MORTGAGE, INC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I was granted a forbearance on my mortgage on or about XXXX of XXXX. The reason was corvid related issues with work and lowering of income during pandemic. also related health issues. My forbearance was accepted and I was sent paperwork dated XXXX XXXX for partial claim which is what I requested. I needed to have it signed and notarized and returned by XX/XX/XXXX. I returned signed documents notarized and signed by parties listed and also notarized on XX/XX/XXXX and it was signed for by CMG Mortgage representative on XX/XX/XXXX. I was then sent 2 more exact packets for partial claim by a XXXX XXXX on XX/XX/XXXX and I received the packets on XX/XX/XXXX via XXXX. I started a chain of at least 10 phone calls to CMG mortgage company to check on receipt of my signed paperwork. I was told they were way behind and it could take a few months for them to even look at my paperwork. Per our agreement on paperwork I was instructed my loan payments would begin again on XX/XX/XXXX. Again I made contact with CMG Mortgage from XXXX through end of XXXX about my claim for partial claim on mortgage. I was never given any info on paperwork other than they would e-mail up chain of command to check. I never received an answer till end of XXXX after I called again after receiving notice of denial. I asked operator what was reason as letter stated incorrect signatures on paperwork. I stated we signed as noted on paperwork. I signed under my name and my wife signed under her name as noted on paperwork with stickers of where to sign. I also had paperwork notarized where stated. I got into a discussion with an operator as to how signatures could be wrong as we signed where noted under our names printed by CMG Mortgage and had notarized and checked by notary when signing. She stated it was my fault as I did something wrong. She kept stressing that a loan modification is available and that I should take that. She stated my time was up for partial claim. I stated that it took way to long to view my request and I was told that CMG was way behind in viewing requests. I was never ever told that this was time sensitive for a partial claim. I feel they dragged there feet to get this processed or if mistakes made corrected. I tried for 2 months calling and being proactive in getting this done, I also tried to make XXXX payment on XX/XX/XXXX to stay current on agreed partial claim but they would not take my payment. I was finally told in XXXX of XXXX that my wife in fact should not have signed paperwork and that was why partial claim was denied. I did not realize my wife was not on loan as she is on deed of trust. I stated that this seemed like a very easy thing to fix and why didn't they immediately let me know so I could request a new claim form and correct this. They stated that my time had expired for me to file partial claim and insisted I file for loan modification which I did not want. I also need to state paperwork for partial claim sent to me on original date XX/XX/XXXX and new paperwork sent on XX/XX/XXXX both had my name and my wife name to sign along with notary. I still have copies they sent me with our names on there to sign with notary from XX/XX/XXXX. If she was not to sign why did they put her on paperwork to sign and then blame me for denial not fair. I can send you paperwork if you need to see it Also my paperwork from CMG with denial states that I could appeal by XX/XX/XXXX. I called again in late XXXX if my request for another partial claim would be sent out and I was told no. That I must now file for loan Modification as that was my only remedy I told her that my notice of denial showed that I could appeal by XX/XX/XXXX which I did on XX/XX/XXXX, XXXX this operator I spoke with stated that I would be wasting my time and her companies time as I had been denied and that I needed to except that and move on. Also she stated that she had never heard of any appeal working and that I was wasting my time. She was very rude.. I have contacted HUD for advice and counseling and was given your website for help and phone numbers within HUD for further help. In that phone I did agree for the woman to send me a Loan Modification packet in late XXXX just to calm things down as she said that was all I could do. I have still to this day not received anything and as noted I don't want a loan modification if can be avoided. I understand that CMG was behind in handling cases but why should there mistake effect me in being granted a partial claim. It seems like a very easy thing to remedy and I do not understand why they are pushing so hard for loan modification. I have been sent letters for late fees for XXXX of {$28.00} and letters of default. I am scared. I did all I was supposed to do and I am still being denied. I was also told my claim of {$24000.00} was over threshold set for partial claims and I was told that is not true from HUD counselor. That it is in fact 30 % of balance which would have left me ok as our balance is {$150000.00}. Again I was never ever told that there was any time sensitivity with my claim. That should be waived as to how long they took to look at and contact me about partial claim filed.

Company response to consumer: Closed with explanation