Consumer complaint received 2020-05-23
Company: CMG MORTGAGE, INC
State: NV
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XX/XX/XXXX I provide doc 's for a residential re-fi to XXXX XXXX/CMG XX/XX/XXXX I ask if they have all info. needed in order for a rate lock, they reply yes, and they pull credit XX/XX/XXXX I called left a message, and an email response advised rates were still 3.75, and that they would advise when the rate changes. XXXX asks if I want to go to another lender. 

XX/XX/XXXX XXXX responds, no lock yet, ready to " pull trigger '' when rate drops, I ask status of appraisal waiver, XXXX says she will advise Monday. XXXX XXXX says she heard rates will be at an " all time low '' Monday. 

XXXX ( Tues ) I ask again about appraisal waiver. 

XXXX XXXX says she is working on my income, no rate drop, no answer to my question on appraisal. 

XXXX XXXX will check with underwriter on requirements to income and advise. 

XX/XX/XXXX I have no follow up to any of my questions : appraisal, rate drop, or income doc 's. 

XX/XX/XXXX I provide more doc 's. 

XX/XX/XXXX Made urgent requests for XXXX to call me. I told her I found out that rates DID drop, approx. XX/XX/XXXX to 3.13 and since then to 3.375. I was never notified as promised by XXXX. XXXX said rates were " doing nothing today '' and she had not reviewed my file. 

XX/XX/XXXX Because of my call, she advised she locked today at 3.5 and said if I went to another lender she would cancel it. 

XX/XX/XXXX There was no follow up or further communication. I sent an email : " I'm not going to get a re-fi am I? '' The email went unanswered. 
It's been 1.5 months. There is no dialogue, no answers to my questions, no follow up, no returned phone calls, and no action, only silence from this company unless I initiate. 

XXXX I ask what doc 's they have on file and request my credit report. XXXX refuses the request, even though previously she had stated she would forward everything, including my credit report when she ostensibly wanted me to go to another lender. So why won't she forward it to me? XXXX complains my loan is " very complicated '' and she is spending her time giving financial advice to other clients. I don't think she's licensed to do that. I said, that doesn't sound good as if I am a pain and others are not and advised her of my unanswered emails. 
Now she asks for doc 's suddenly, unknown they were needed before this moment. She complains about her workload. I told her I would call her and hope she would take my call. She said she would call me when XXXX XXXX answers. What?? No explanation again. I don't know what XXXX XXXX is or why it would be used. 
She then advised management said she could send my file to another lender now. I told her, " I don't have another lender ''. Then I asked her, " are you saying you don't want to take my call today? '' She said yes I can call, but it will " be awhile '' ( sic ). I call her at XXXX XXXX., left a message and sent her an email advising of such. She has NEVER returned that call to this day! 
I sought out a corporate contact to complain. I was completely unaware of the status of my file. 

XXXX Things never got better. I talked to XXXX XXXX, divisional VP of retail lending, who assigned XXXX XXXX who did not call me back as promised to finish a conversation. 

XXXX XXXX sent a marketing video : XXXX XXXX XXXX XXXX XXXX XXXX She stated she locked client loans at 2.5 % for a 30 year fixed residential loan in XXXX, around minute XXXX. Not only had my file been continuously ignored, my request for return calls ignored, a rebuke whenever I inquired, a failure to lock when rates did drop, this statement is incompetent. Rates never hit that bottom for a 30 year fixed. Here she had time to make this video, but not return my calls nor work on my file! Management should be aware of this video and have not demanded it be taken down for false information? 

XXXX XXXX advised they did not have certain doc 's in the file and admitted my file had been set aside and not worked on. I told her the doc 's were either in the file and missed or lost. She did find some of the doc 's. However, she continued to beat the same drum asking for doc 's to qualify me that were old and obsolete. I advised XXXX  of this and he ignored the matter. I told them both, what you are asking for will not be acceptable to underwriting. 

XXXX XXXX sent the file to underwriting without understanding what the qualifying doc 's should be. I re-explained the doc 's to her and she wasn't listening. I sent an email : " I've explained the ( income ) situation multiple times. Unless someone can understand it, we are going in circles. '' I had asked every person in that company to call me to get an understanding, but they refused, and continued to email repetitive requests for doc 's that were not current to show income. 
XXXX did not bother to read my emails and at one time exclaimed, I didn't see your bank statement attached to the email. I replied, " I didn't say I attached a bank statement. '' Who would do so, it wouldn't be secure! 
I gave up. She was destructive to the process and exasperating. 

Approx. XX/XX/XXXX I became aware they had pulled my credit a second time without my permission or my knowledge on XX/XX/XXXX. I left XXXX XXXX a message to call me. Instead of calling back, he sent an email on XXXX with a presumptive answer, on a different subject, without hearing my inquiry or question. This is a big problem with this company. They do not take or return phone calls. They continue to waste everyone 's time on email off the subject at hand. I continue to call him for nearly 2 weeks without a return call. 

XX/XX/XXXX Finally it took me calling another manager for him to call me back. He denied they pulled credit more than once. He inferred either I was mistaken or the credit bureau. He wants proof from me. He also says, " I know you were also working with another lender '', which is not true, a false narrative that continues no matter how many times I tell them it is not true! He asks if another company could have run my credit, rather insulting. He continued to try and displace the facts. 

XX/XX/XXXX I sent the report revealing the truth, it is them and only them that ran the credit on XX/XX/XXXX and XX/XX/XXXX. 

XX/XX/XXXX There was no follow up. I contact XXXX  again. 

XX/XX/XXXX He responds that the automated system ran the credit XX/XX/XXXX. Still he offers no resolve. 
I sent emails to him to prove statements were untrue to his understanding about what had transpired. I told him they didn't care to know the facts. He ignored all those emails and instead repeated yet again the automated system ran the report in order for him to deflect the problem issues. 

XX/XX/XXXX I advise the second credit pull dropped my score by 20 points! I advise the error needs to be removed by CMG. 

XX/XX/XXXX He repeats 4 more times that the automated system had generated the XX/XX/XXXX pull, never mind the fact they were NOT actively working with me or my file at that time. There would be NO reason for a second pull whatsoever! XXXX said my scores were not impacted as credit was pulled within 30 days of one another, which is insulting again, it happened! And the two dates are NOT within 30 days of one another! He states, " we are unable to undo this. '' My response : " All my communication has either been ignored or not comprehended. '' I told him my time would be better spent filing a complaint instead, as they refuse to write the credit bureau to remove the error, and that I would further list all my grievances in the complaint. 
He has never responded. 
I have nothing but regret for all the wasted time and agony with this company.

Company response to consumer: Closed with explanation