Consumer complaint received 2026-02-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: CMG Financial Services, Inc.
State: TN

Complaint narrative:
I am filing this complaint regarding inaccurate credit reporting and payment handling issues caused by CMG Banks internal servicing transition from CMG Loans to CMG Home Loans.

I contacted CMG in XXXX after noticing our loan was not appearing on our credit report. During that call, I was informed that the loan had been transferred from CMG Loans to CMG Home Loans. I specifically asked whether payments needed to be sent to a different address or system and immediately updated my billing information based on CMGs instructions. 

Unbeknownst to me, my XXXX payment in the amount of {$2000.00} was returned due to CMGs internal transition instead of being forwarded or credited to the new servicer. I was not notified of this return in a timely manner. As a result, my XXXX payment was applied to XXXX, and my XXXX payment was applied to XXXX, creating an artificial delinquency through no fault of my own. 

When CMG later contacted me regarding the account, I immediately called to resolve the issue. I spoke with the XXXX  department and was told the grace period was still in effect and that my credit would not be impacted. After that call, I attempted to make an additional payment through the CMG Home Loans website to correct the XXXX issue, but the system would not allow me to submit payment. 

To resolve this promptly, I submitted payment directly from my bank. I then contacted the XXXX  department again to explain the website issue, confirm that a payment had been mailed, and advise that I had made two payments in XXXX to bring the account fully current. I was again explicitly assured that everything was fine and that my credit would not be affected. 

In addition, XXXX payments mailed to CMGs designated PO Box were delivered but were not processed or cleared for approximately XXXX to XXXX days after receipt. This processing delay was entirely outside of my control and further contributed to the inaccurate appearance of delinquency. They also waived any and all late fees without my knowledge, if you notice on attached documents.... because the issue and concerns were communicated and should have been under the grace period. But they still put a negative on my credit report despite. It's clear one department does not speak to the other. 

Despite my timely payments, documented delivery, and repeated assurances from CMG representatives, CMG reported negative and inaccurate information to the credit bureaus. 

This reporting violates the Fair Credit Reporting Act, which requires furnishers to report information accurately, to correct known errors promptly, and to conduct reasonable investigations when inaccuracies occur. Any alleged delinquency resulted solely from CMGs internal servicing transition, returned payment, and processing delays, not from any failure on my part. 

I am requesting that CMG immediately correct and delete all inaccurate credit reporting related to this issue, confirm the account was current at all times, and provide written confirmation that my credit has been restored.

Company response to consumer: Closed with explanation