Consumer complaint received 2024-07-21
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: CMG MORTGAGE, INC (CA)

XX/XX/XXXX From, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX Email : XXXX Phone : XXXX To, Consumer Financial Protection Bureau, CFPB Complaint Against : CMG Financial, XXXX XXXX XXXX XXXX NJ XXXX Mortgage Loan # XXXX Description of the Issue : Inappropriate Credit Reporting that Ruined our Loan capability Due to auto-pay mishap, we ( husband and wife ) were reported 1X30 days late ( XX/XX/XXXX ), and 1X 60 days late ( XX/XX/XXXX ) mortgage payment to credit bureaus by one of the 5 mortgage lenders namely CMG. This ruined our new purchase loan/refinance loan capability. We have 2 adjustable-rate mortgage loans and one of which adjusted this month to 8 % interest rate and we need to refinance this loan urgently. Both my husband and I currently have 5 mortgage loans and one auto ( XXXX ) loan on-going as our obligations and we have never ever been late for any of the other loans. We had several mortgage loans in the past that were paid-off/refinanced and none of them has ever been late ( See Attachment 3, pages 21-138 ). We also have several credits cards and none of them has any late payments ( See Attachment 3, pages 21-138 ). 

I am attaching my husband XXXXXXXX XXXX XXXX  statements covering the period XXXX - XX/XX/XXXX, of the account that is used to make the mortgage payments to CMG ( Attachment 3, pages 9-20 ). You can see the payments went through for XXXX and XXXX and did not go through during XXXX, XXXX, and XXXX due to Autopay mishap. 

All XXXX missed payments + on-time XXXX payment were paid together on XX/XX/XXXX ( approx. $ XXXX ). You can see the balance in the account was ~ $ XXXX by the end of XXXX and increased to ~ $ XXXX by the end of XXXX. The account piled up on money from the direct deposit of his employment paychecks when the payments were not going through. His account balance is a proof that he doesnt have to stop the payment due to any financial burden. At that time, we both had a combined reserve of approx. $ XXXX ( See Attachment 3, pages 139-171 ). 

My husband did not cancel the Autopay. After the 3rd party credit monitoring agency alerted me of my lower credit score, it was when I alerted my husband and we reviewed everything and realized the missed payments. Immediately we swung into action and paid-up all missed payments altogether on XX/XX/XXXX ( approx. $ XXXX ). My husband was not well during the missed payments ' time and so he wasn't checking his bank account. Else, he would have noticed the money piling up and investigated. 

My husband immediately called CMG who promised to remove the late reporting from credit file and also promised to remove the late fees. They removed 1 late fee, but did not remove the other late fees. After that we did not hear anything from CMG. We then initiated email dispute with CMG ( Attachment 1 and 3 ). CMG suggested that we initiate dispute directly from credit bureaus and also submit a letter to CMG with our wet signature ( See Attachment 1, page 9 ). We complied to both. But CMG denied fixing the late reporting in response to both. 

Why did CMG give false promise on the phone? Why did CMG ask us to go in the laborious routes of dispute with credit bureaus and letter with wet signature if they knew they will eventually deny it? Attachment 1 has written proof of CMG asking us to submit letter with wet signature and to submit dispute with credit bureaus. We then filed complaint with XXXX  but CMG maintained its denial position ( See Attachment 2 ). 

CMG never got in touch with my husband or me ( both of us are on the loan ) to alert us on the missed payments. Our address changed, and lender 's portal doesn't display our contact details and doesn't have an option to add/update our contact details. If the mortgage portal doesnt have an option to update contact details, how are we to inform CMG of our address/phone change? If lender couldn't get in touch with my husband, they should have contacted me ( I am co-borrower ) as plan B. But they never contacted me. How is it fair that my credit is ruined without me knowing none of these events? Lender should be reaching out to borrowers when a payment is missed and not wait indefinitely and report to credit bureaus. This happened because the mortgage portal doesnt have option to update contact details. A low budget lender with low budget systems failed us? How is it fair? I request CFPB to intervene and help us by instructing CMG to remove the late payment reporting from our credit files. 


Thank you very much. 

Sincerely, XXXX XXXX Attachments : Attachment 1 : XXXX Dispute with CMG through XXXX Email disputes directly with CMG from XX/XX/XXXX through XX/XX/XXXX Our letter with wet signature to CMG per the request of CMG XX/XX/XXXX Attachment XXXX : XXXX Complaint and XXXX XXXX  complaint filed on XX/XX/XXXX CMGs denial response on XX/XX/XXXX, My rejection response to CMGs denial on XX/XX/XXXX CMGs continued denial on XX/XX/XXXX, My continued rejection on XX/XX/XXXX Attachment XXXX : XXXX Dispute with CMG through XXXX Continued Email disputes directly with CMG from XX/XX/XXXX through XX/XX/XXXX XXXXXXXX XXXX  statements for XXXX XXXX showing piled-up money during missed payment period, provided to CMG on XX/XX/XXXX Our combined reserves of $ XXXX showing proof of no financial difficulty, provided to CMG on XX/XX/XXXX Copies of our credit reports showing the only negatives in our credit file ( out of 5 mortgage loans, 1 auto-loan, 20+ credit cards ) are the 2 late-payments reported by CMG