Consumer complaint received 2024-06-01
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: CMG MORTGAGE, INC (AZ)

This problem started back in XXXX XXXX I signed up for automatic payment on XX/XX/XXXX. When I signed up I thought that I was paying XXXX payment of XXXX. At the end of XXXX I was notified that I never paid XXXX payment so I quickly went on line to make a payment early XXXX. That payment took so long to process that there were XXXX in my account. On XX/XX/XXXX I got a cashier 's check from XXXX XXXX XXXX XXXX for XXXX. This money has already been withdrawn from my account and the vendor CMG mortgage has 90 days to cash it. From the bank I went to the post office to overnight express signed receipt and mail it. On the front page of the statement is the address for payments. I sent the certified check to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. I have proof that payment was received on XX/XX/XXXX at XXXXXXXX XXXX  and I have proof of who signed for it. CMG Mortgage is saying they never received the payment. That I sent it to the wrong address. That the XXXX XXXX is just that and robots open the mail and post the checks to the account, ( which I find a little hard to believe. There has to be a human somewhere moving the mail from one line to the other. They then informed me that on the back of the statement is the address I am supposed to mail a certified check to. This address is so small and hardly noticeable. So Yes, I am admitting to sending payment to the wrong address. The problem is that since this is a certified check and the funds are already taken out of my account I can not afford to write another check and make XXXX payments in XXXX month. So this check that was received in XXXX for the XXXX payment is lost. I have called countless times and there doesn't even seem like there are notations in my account about the call or the plan. I faxed them the information with a request to investigate this lost check. They immediately closed my case because they thought it was for the XXXX check and not the missing check, They did not notify me of any of this. I just happened to call and an agent told me that my investigation was closed due to XXXX. The agent then requested to re-open the investigation. until XX/XX/XXXX. It is XX/XX/XXXX and I have not heard a word from them. I just get new statements with late fees on them. No one is helping me in any department. I hired an attorney to draft a letter and that is happening now. I honestly am at a loss for what to do. I tried taking out a personal loan for an additional XXXX to make double payment but was denied that from my bank. So here is the recap : XXXX payment was late due to my error XX/XX/XXXX payment to take care of XXXX was XXXX XX/XX/XXXX payment certified check to take care of XXXX is lost XXXX XX/XX/XXXX Check was received and applied to XXXX There will be a payment made XX/XX/XXXX for XXXX plus XXXX late fees that will be applied for XXXX. I am running a month behind because of the lost check. Late fees and my credit report is tanking because of this mishap and the lost check. I have never missed a mortgage payment ever before this happened and it all started because of a misunderstanding. My house is my most important asset. I will do anything in my power to keep it. Just having a lost check out there is quite a hardship. Just need to get back to paying on the first of the month for payment for that month XX/XX/XXXX for XXXX payment. 


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