Consumer complaint received 2026-04-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: CMG Financial Services, Inc.
State: TX

Complaint narrative:
I am submitting this complaint because my mortgage servicer, CMG Financial, has repeatedly refused to accept my mortgage payments and has incorrectly reported my account as delinquent despite my attempts to pay. Since XX/XX/XXXX, I have experienced ongoing servicing problems with my mortgage account, including difficulty making payments and inconsistent handling of my account. I have contacted the company multiple times by phone and through dashboard messages and have attempted to resolve this issue through their customer service department, but the problem has not been corrected. On XX/XX/XXXX, I made a payment by telephone in the amount of {$1400.00} following instructions provided during a recorded phone call with a company representative named XXXX. During that call, I was told that prior errors with my account had been corrected and that my payment would be applied to make my account current with no late fee penalties. XX/XX/XXXX was to be my next payment due at {$1200.00}. I was given confirmation number XXXX for that payment. In addition, beginning in XX/XX/XXXX, my monthly mortgage payment was increased due to what I was told was an escrow adjustment in which I never received notice. However, during a recorded phone call on XX/XX/XXXX, a representative named XXXX reviewed my account and stated that I did not have an escrow shortage and instead had an escrow surplus. She didnt understand the initial increase in my payment and brought all departments, accounting, escrow, etc. together to find the solution. During that same call, I was told that prior servicing problems with my account had been corrected. This information conflicts with the earlier payment increase beginning in XX/XX/XXXX and raises concerns that my escrow payment amount may have been incorrectly calculated. I am requesting documentation supporting the XX/XX/XXXX payment increase, including the escrow analysis used to justify that change. Despite this confirmation, I am currently unable to make payments online through the companys payment system. In addition, payments submitted from my bank have been returned by the mortgage company. Because of this, I have been prevented from making my required monthly payments even though I have attempted to do so. I have also spoken with a supervisor named XXXX, who refused to review the recording of my phone call with XXXX referenced above and refused to resolve the issue. Recently, I received correspondence from legal counsel stating that my account is more than {$5000.00} behind and that additional fees and late charges have been added to my account. I also received an adjusted escrow notice showing a new payment in the amount of {$1200.00} scheduled to begin in XX/XX/XXXX ( if they do not need to hold the money due to my default balance. ) However, this adjustment conflicts with the confirmation I received stating that payments were properly restarted beginning in XX/XX/XXXX. I believe the mortgage servicer has committed servicing errors, including : Refusing to accept valid mortgage payments Returning payments submitted through my bank Improperly assessing late fees Incorrectly reporting my account as delinquent Failing to correct known servicing errors Preventing access to online payment functionality This situation has caused significant financial stress and has placed my mortgage account at risk despite my good-faith efforts to remain current. I am requesting the following resolution : Immediate correction of my payment history Removal of improper late fees and penalties Acceptance and proper application of my mortgage payments Restoration of my ability to make payments online Written confirmation of my correct account balance A full accounting of all payments, fees, and escrow adjustments from XX/XX/XXXX to present I am attaching documentation supporting my complaint, including payment confirmation information, correspondence from the mortgage company and legal counsel, and records showing my attempts to make payments. Moreover, I am attaching screenshots from my XXXX dashboard showing that I do not have previous documents sent to CFPB from XXXX. I checked as I am paperless to make sure I did not miss something. I did not. Those letters/documents were fabricated.

Company response to consumer: Closed with explanation