Consumer complaint received 2023-12-22
Product: Debt collection — Mortgage debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: CMG MORTGAGE, INC (NJ)

Hello CMG representatives, I am writing to you today as my last resource before taking extensive measures as this ongoing issue with different departments of CMG financial has been putting us through Intentional infliction of emotional stress. Being in relation that you work with VA loans this is a pressing matter and should have been handled more sensitively and proficient when dealing with XXXX and XXXX XXXX Before I write on the issue at hand I want you to be aware that we have been having issues of resolution for almost a year now. We can no longer take being tossed back and forth from department to department with no resolution of a matter that can be simply resolved. If this matter can not be resolved we will be taking it to Mediation, and then the News Press for we have reached out to other Veterans who have also had complaints against CMG Financial. 

In XXXX of this year my husband lost most of his income due to XXXX, thus we went on Forbearance. In XXXX of this year he received a 100 % tax exemption from Municipal County of XXXX XXXX because he is a XXXX XXXX XXXX XXXX We updated that information with the CMG escrow department immediately upon receiving notice. The department agent said they would handle it and a documentation was not needed due to cases of documentation fraud ; that they would in fact contact the Municipal County themselves in order to verify. When we received no notice of change to our taxes/escrow we called again, they said to call back in about a week after moving it forward to be under review again. This became drawn out and what started to appear to be either a con tactic or extremely poor staffing education. We then were informed by another agent, after the back and forth charades resulting in no resolution, that we in fact need to send documentation from the Municipal County. We sent out a message with documentation and still nothing was resolved, we were even in contact with our Municipal County repetitively to see if there was even a phone call from CMG ; no one called they stated. They confirmed with us that the quarterly bills sent are at {$0.00} and that CMG should be able to verify this with no problem but CMG did not and had us in a stressful loop activating my husband 's XXXX tenfold. We came out of Forbearance in XX/XX/2023 and went into the process of Loss Mitigation which we started in XXXX before our forbearance ended in XXXX. We received a payment plan, we appealed because that process took a whole 4 months and in that time frame my husband lost his new employment ; he is a truck driver who works independently through contracts. We reapplied and recently received a gift from a family member to clear all of our debt. We have been trying to pay all of our debt to CMG, that had accumulated while on forbearance, for the past 3 months now and have been rejected to clear the accumulated tax that should have been EXEMPTED since XX/XX/2023. Your Customer Service Escalation team rejected the taxes being cleared from the debt stating that they do not backdate!!!! It should not have ever been an issue of it being backdated because we have been in contact with CMG since we received the exemption in XXXX. This is in the hands of your staff and their mistakes but we have to suffer from it!!!!! 
We were consistently tossed from department to department under constant review for months because your staffing is uneducated and extremely negligent to the needs of XXXX, XXXX XXXX at that. From the beginning all we received was constant misinformation, from us being told we were going to be in review for a deferment, to it then being told to us a month or two later that VA loans don't have deferments, to us being told to apply for a loan modification, to us receiving notice that we are being put on a repayment plan. Then the tax/escrow department doing the same, every agent giving us different information, stating a review needed to be put in place and no need for documentation, to needing further review because it was showing new tax amount only dropped to be {$110.00} not fully exempted, to then needing documentation, to another agent stating it will not take effect til next year, then another stating it wont take effect until XXXX????? Too many Staff members giving incorrect information! My husband has suffered XXXX XXXX XXXX, all because your staff is uneducated and lacks customer service that understands laws, rules and regulations. We are simply trying to PAY OUR DEBT, without the taxes which should have not accumulated in the first place if there were no payments being made to THE MUNICIPAL COUNTY TAX OFFICE!! We have a surplus in our escrow which just recently happened in XXXX because the exemption was finally put into place, as it should have been, it took your staff 8 months to get it right and when they did your Customer Service escalation Team Member rejected the removal of the taxes on the debt. There is no legal documentation stating that if one receives a 100 % tax exemption that your company does not backdate and will not allow a removal of tax debt while on forbearance, it is illegal, it should have never even came to an issue of being backdated, who is collecting the money if there is no bill and there is an overage in the escrow?? Why when we asked if they could send this so called document policy that stated that tax debt can not be removed if tax exempted, they said they could not send it to us. I hope there is a full investigation so you can see all the recordings proving everything stated. 
If this matter at hand can't be resolved before the new year we will be taking further action. We just simply want our tax debt cleared so that we can pay our debt in full fairly, the loss mitigation to be canceled and us moving forward paying our tax free mortgage, that is what is owed to this Veteran who put his life on the line for this country!!