Consumer complaint received 2022-01-22
Company: CMG MORTGAGE, INC
State: CO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
CMG Financial has failed to fix an error with our XXXX mortgage payment. A payment was made in full on XX/XX/XXXX. The payment was attempted twice before on XX/XX/XXXX and XXXX XXXX and returned due to insufficient funds, but when it was attempted again on XX/XX/XXXX, that payment of {$1900.00} was taken successfully out of our bank account. After that payment was taken out, CMG tried two additional times to process a payment that was already received. Those dates were XX/XX/XXXX and XX/XX/XXXX. These additional charges caused the auto pay function on our account to be turned off. We were not made aware of this until we called in on XX/XX/XXXX to see why our payment had not gone through. We were then informed that we needed to send in a certified check and that we could no longer use the online portal for making payments. There was a letter sent stating this that we had not received yet. We didn't get it until mid XXXX. We called XXXX XXXX  right after and confirmed with them that we did have a payment of {$1900.00} come our of our account on XX/XX/XXXX and that that payment was never returned or refunded. We called back into CMG and explained what the bank had told us. We were then instructed to send in a copy of our bank statement showing this transaction. That document was faxed in on the morning of XX/XX/XXXX. 

We called in after if was faxed to confirm that it was received, and we were told that a bank statement was not enough proof that that you requires a transmittle form. We went to the bank asking for this form and they had no idea what kind of form that was. They were able to provide us with documents showing the date, time, amount, and transaction number of the payment. We still saw no evidence of the payment ever being returned back to that account. These documents were faxed in late in the afternoon of XX/XX/XXXX. We called in again to confirm that they had been received. We were told that they were and someone would be looking into the matter for us and that we would have an answer by XXXX XXXX. We were also told that a possible reason why the money hadn't been deposited back into our account was because a physical check was being sent through the mail. We were transferred to a customer service representative and she was able to look through the documents that CMG had sent us to see if there was a letter informing us that there was a check coming in the mail. There was no such letter. In the meantime we sent our XXXX mortgage payment via cashiers check and certified mail. It arrived amd was signed for on XX/XX/XXXX at XXXX am. 

XXXX XXXX is also when we started an email thread through CMGs web portal, though that has proved to be less then helpful. We have to keep explaining the situation to every new person that emails us back. We asked for clarification, information, explanations and documentation several time and never once received it. 

We waited to hear anything from your company and never heard a thing. On XXXX XXXX we called in to check the status. The first person we spoke to told us that our payment from the check we sent in had gone through but he wasn't able to look into what was going on with the payment that was in research, so we were transferred to someone in the payment department. She wasn't able to figure anything out, so we were transferred to a manager. He informed us that they had only received our bank statements and nothing else even though we sent them all as one document. He refused to give us a fax number to resend the documents, claiming that they don't have a fax number even though they received our bank statement that were sent through a fax. We emailed the documents through both our personal email and our email through CMGs web portal. We were then told that the matter would be resolved by XX/XX/XXXX. 

Again we waited to hear something, and again we heard nothing until we called in on XX/XX/XXXX to check on the status. We're were told that it was now going to take until XX/XX/XXXX to get this matter sorted out. Again we waited. During this time we sent out our XXXX mortgage payment via a cashiers check through certified mail. It was received on XX/XX/XXXX at XXXX. 

We waited again, and again we heard nothing. We called in on XX/XX/XXXX and were told, a day after the fact, that we needed to send in a bank statement showing 5 days before the transaction and 14 days after the transaction. There had been no attempt to contact us to inform us that we needed to send in more documents. We had already submitted the statements showing 14 days after the transaction several times at this point. We were also already told that bank statements would not work as proof, so we were unsure as to why were qere being requested for this information but we sent it in. This time the person we spoke to was able to provide us with a fax number, so we faxed those documents in on XX/XX/XXXX at XXXX pm. 

At this point we reached out to the bank and they filled a dispute with CMG. 

On XX/XX/XXXX, we received an email from CMG stating that the bank statement they had received could not be used because they were in a word document. This is a fauls statement. The bank statements were printed directly from XXXX XXXX website and then sent through a fax. At no point were they entered into a word document. 

As of XX/XX/XXXX thw matter has still not been resolved. 

And to make matters worse, we received a letter from CMG stating that they had not received payment during XXXX or XXXX dispite signing for the checks. According to CMGs web portal, those payments were credited to our account on XX/XX/XXXX and XX/XX/XXXX. 

CMG has misplaced {$5900.00} of our money. This error has effected our credit score, is racking up a lot of money in late fees and over draft fees, and now we are facing possible foreclosure even though we have been making our payments and have the evidence to prove it.

Company response to consumer: Closed with explanation