Consumer complaint received 2024-06-14
Product: Mortgage — USDA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: CMG MORTGAGE, INC (MD)

I am writing to formally address discriminatory practices I experienced during the loan mitigation process concerning my XXXX and XXXX income, in clear violation of the Fair Lending Act, Fair Housing Act, Equal Credit Opportunity Act, and Americans with Disabilities Act. During my forbearance period, I received multiple letters from your office outlining available workout options for when my hardship ended. These options included : - Repayment Plan - Loan Modification - Homeowners Assistance Fund ( which ended in XX/XX/XXXX in my state ) - Short Sale - Deed in Lieu In XX/XX/XXXX, after making a full mortgage payment and confirming its receipt, I was informed that the payment would be applied to XX/XX/XXXX. I was subsequently sent a loss mitigation package and directed to contact a HUD Certified Housing Counselor. 

I reached out to XXXX XXXX XXXX XXXX and began working with HUD-certified Housing Counselor on my loss mitigation application and additional resources for housing stability. On XX/XX/XXXX, I submitted my first application via mail, email, and fax to ensure its receipt by CMG. An automated reply confirmed the application was received. 

On XX/XX/XXXX, I called CMG with my counselor, XXXX XXXX XXXX ( # XXXX ), who informed me that a page was missing from the application, though she couldn't specify which one, requiring a complete resubmission. Additionally, she stated that although they had received my SSDI benefit letter, they still needed a certification of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. I explained that no other provider had requested such information when they had the SSDI benefit letter, and that this was a violation of the Fair Housing/Lending Act. Nonetheless, she insisted on obtaining something from my doctor confirming my XXXX. 

On XX/XX/XXXX, I reviewed a missing document letter from CMG with my counselor and spoke to XXXX ( # XXXX ), who clarified that only page two needed resubmission. I emailed page two and received an automated reply confirming its receipt. On XX/XX/XXXX, I called CMG and spoke to XXXX XXXX, an XXXX XXXX, who questioned my income, specifically my long-term XXXX and XXXX. I informed him that these issues had already been clarified with XXXX, and he agreed to update the notes. 

On XX/XX/XXXX, XXXX XXXX ( # XXXX ) informed me that my application was marked complete as of XX/XX/XXXX, and a decision would be reached by XX/XX/XXXX. 
On XX/XX/XXXX, my counselor contacted CMG and spoke with XXXX XXXX ( # XXXX ), who stated that I was ineligible for a modification because, although my income could sustain my mortgage payment, they could not reach the target payment due to investor guidelines. She mentioned that the investor, XXXX XXXX XXXX, did not participate in XXXX modifications but could not explain what XXXX stood for. She stated that he was mailed the denial letter XX/XX/XXXX. 

On XX/XX/XXXX, XXXX ( # XXXX ) informed me that because I had a XXXX loan, no modification was possible through CMG, and my only options were to sell my house or opt for a deed in lieu. She confirmed the denial of my application and stated that I could not extend my forbearance past a year. Despite my request for a workout modification, she reiterated that CMG does not offer modifications post-forbearance. She later suggested escalation department, and I was transferred to XXXX ( # XXXX  ), who assigned me case number # XXXX and promised to alert his supervisor. I informed him I still had not received the denial letter, which I have to respond to by the XXXX, and he noted it my file and said he would email out a copy of the letter and I should receive a call back within 24 hours. 

As of XX/XX/XXXX, I have not received the denial letter nor any response from the escalation department.