Consumer complaint received 2024-03-28
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: CMG MORTGAGE, INC (CO)

I requested a loan assumption from my mortgage company CMG Financial ( XXXX XXXX ) to remove my ex-husband from the mortgage loan as detailed in the divorce agreement on XX/XX/XXXX. I sent the the completed application to the address provided via XXXX overnight on XX/XX/XXXX. The application was stamped received on XX/XX/XXXX and I received a letter dated XX/XX/XXXX requesting further supporting documentation and a request for a check for payment of fees. I returned all requested financial supporting documents by XXXX overnight on XX/XX/XXXX. I then received a notice XX/XX/XXXX requesting further explanation of HOA fees, address history, and confirmation of received child support. I sent these items by email to the processor as attachments. I received a response on XX/XX/XXXX stating those document had been received and are being reviewed. I received no communication until XX/XX/XXXX after I sent inquires of status on XX/XX/XXXX. On XX/XX/XXXX I was told the processor would contact me. She contacted me by email on XX/XX/XXXX at XXXXXXXX XXXX XXXX again requesting additional clarification on the XXXX fees and child support income to which I responded XX/XX/XXXX at XXXXXXXX XXXX XXXX  I then followed up XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX/XXXX, XX/XX/XXXX and finally on XX/XX/XXXX at XXXXXXXX XXXX  the processor responded asking for a third time for the same explanation already provided regarding the XXXX fees and child support originally provided to CMG on XX/XX/XXXX this time as a signed letter. I returned that signed letter as requested XX/XX/XXXX at XXXX PM, only hours later. On XX/XX/XXXX CMG conducted a hard inquiry credit check on my credit report. After XX/XX/XXXX, I followed up on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX directly to the processor and assumption department with no response. I also have called the customer service at CMG several times since XX/XX/XXXX and sent messages through my online mortgage loan account. Typically, I am told they have no way to contact the assumptions department, it is a long process of about 120 days, so to simply wait. I finally was able to escalate my request and was contacted XX/XX/XXXX by an escalation associate and was told the associate talked to the assumptions department manager and he was sending me an email by end of day XX/XX/XXXX with a status update. I did not receive this email. I received the attached letter that says nothing more than thank you for your inquiry, we are looking into it. I called today, XX/XX/XXXX and spent XXXX hours on the phone with 7 different customer service associates. One of which I spent 2.5 hours talking to and on hold with. He stated yesterday they reviewed my file according to the notes and a new application has been sent to me because the processor that originally had my file is no longer with the company so I need to now complete a new application, including sending fees I have already paid, and allow CMG to conduct another credit inquiry. When I asked why that was necessary, he confirmed I have to start the whole process over because the processor is no longer with the company invalidating my original application. Nothing has been communicated to me about any further documents required or insufficiencies regarding my application or credit worthiness. I was told there is nothing I can do and they will send me a letter with a new application and remittance information to repay the application fees. These are deceptive practices asking for fees again with no explanations of why the original application was not sufficient other than the employee processing the loan left the company. I have opened a complaint case directly with CMG reference # XXXX.