Consumer complaint received 2026-04-12 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: CMG Financial Services, Inc.
State: CA

Complaint narrative:
I am an XXXX XXXX XXXX XXXX currently XXXX XXXX in XXXX, XXXX. My mortgage account is subserviced by XXXX XXXX on behalf of CMG Financial ( XXXX # XXXX ). This complaint supplements prior CFPB complaints # XXXX, # XXXX, and # XXXX. Upon conducting a holistic review of my mobile phone records, I identified three additional calls placed by XXXX XXXX to my mobile number that I had not previously captured in my prior complaints. I am submitting this as a standalone complaint to ensure the full scope of XXXX XXXX TCPA violations is documented in the record. XXXX XXXX is my mortgage subservicer, operating on behalf of CMG Financial. XXXX XXXX has an established federal record of this exact conduct. It paid {$710000.00} to settle XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Case XXXX XXXX XXXX ( XXXX XXXX. ), a federal TCPA class action for placing calls to mobile numbers after revocation of consent, which received final court approval on XX/XX/XXXX. XXXX XXXX is also subject to OCC Consent Order XXXX, issued in XX/XX/XXXX, for unsafe and unsound practices and failure to maintain effective internal controls. The following is a complete chronological record of my written revocations of consent to phone contact and the calls XXXX XXXX placed in violation of those revocations. On XX/XX/XXXX, I submitted the following written message through XXXX XXXX secure servicing portal : XXXX, I am XXXX and can not receive phone calls unless you all can call internationally please send me written communication. This constitutes my first written revocation of consent to phone contact. Despite this notice, XXXX XXXX called my mobile number on XX/XX/XXXX at approximately XXXX XXXX Central XXXX Time from XXXX ( XXXX ) XXXX, one day after my initial revocation, and again on XX/XX/XXXX at approximately XXXX XXXX Central XXXX Time from XXXX ( XXXX ) XXXX. On XX/XX/XXXX, I submitted the following written message through the secure servicing portal : Hi I spoke with XXXX on the phone and she said secure message only due to me being international. Despite this second written revocation, XXXX XXXX called my mobile number on XX/XX/XXXX at approximately XXXX XXXX Central XXXX Time from XXXX ( XXXX ) XXXX. On XX/XX/XXXX, I stated the following in CFPB Complaint # XXXX : I am unable to make principal only payments without calling CMG which I can not do as I am a XXXX XXXX XXXX On XX/XX/XXXX, I stated the following in CFPB Complaint # XXXX : I am XXXX and can not just callI am an XXXX XXXX service member XXXX and I can not call them. On XX/XX/XXXX, I submitted the following written message through the secure servicing portal : Requiring me to make a phone call to do this is retaliation unless CMG will reimburse international calling fees. On XX/XX/XXXX, I stated the following in CFPB Complaint # XXXX : I have to call to have this payment applied. I am XXXX and have to pay for international calling feesI also can not make phone calls as I am XXXX. On XX/XX/XXXX, I submitted the following written message through the secure servicing portal : I also can not make phone calls as I am XXXX unless CMG will reimburse me for that. On XX/XX/XXXX, I stated the following in CFPB Complaint # XXXX : I am on XXXX XXXX and XXXX so I can not be reached by phone. Despite this written revocation, on XX/XX/XXXX at approximately XXXX XXXX Central XXXX Time a representative named XXXX called me and informed me that to receive any further assistance with my documented complaints I was required to personally call XXXX XXXX Executive Resolution Team. On XX/XX/XXXX, I submitted two separate written messages through the secure servicing portal. The first stated : XXXX again CMG refuses to reimburse me for international calling fees you all are requiring to speak with me over the phone versus providing written communication to me. Please respond back in writing. The second stated : XXXX it costs me money to answer these phone calls and to call back due to my XXXX. Will CMG reimburse me for this? On XX/XX/XXXX, I stated the following in CFPB Complaint # XXXX : I have to pay for international calls due to my XXXX to deal with this matter. On XX/XX/XXXX, I submitted the following written message through the secure servicing portal : I am XXXX XXXX and can not call. On XX/XX/XXXX, I stated the following in CFPB Complaint # XXXX : I am XXXX and cant use the phone without paying international calling fees which CMG refuses to reimburse me for. On XX/XX/XXXX, I stated the following in CFPB Complaint # XXXX : I am XXXX XXXX so I can not call anyoneI am XXXX so I can not receive or make phone calls. On XX/XX/XXXX, I submitted the following written message through the secure servicing portal : Also I dont get international calling fees reimbursed so please dont call me. On XX/XX/XXXX, I reiterated this instruction again in a written portal message. Despite these explicit written revocations, a representative named XXXX called my mobile telephone number at XXXX ( XXXX ) XXXX on XX/XX/XXXX at approximately XXXX XXXX Central XXXX Time. The call lasted approximately 30 seconds, during which I again informed the representative that I incur international calling fees and can not accept phone calls, constituting a further oral revocation of consent on the call itself. My mobile carrier XXXX charges a {$3.00} per-minute minimum for international calls, resulting in a direct and unrecovered monetary loss of {$3.00} from this call alone. Compounding this injury, XXXX XXXX has repeatedly refused to reimburse me for any international calling fees I have incurred as a direct result of its insistence on phone-only communication. I have requested reimbursement for these fees in writing on multiple occasions, including in my XX/XX/XXXX portal message stating that requiring me to make a phone call is retaliation unless CMG reimburses international calling fees, my XX/XX/XXXX portal message asking whether CMG would reimburse me for the cost of answering and returning calls due to my XXXX, and my XX/XX/XXXX CFPB complaint stating that I can not use the phone without paying international calling fees which CMG refuses to reimburse. XXXX XXXX has not reimbursed any of these fees and has provided no substantive response to these reimbursement requests, despite the fact that these costs were incurred solely because XXXX XXXX refused to honor my written communication instructions. The total international calling fees I have incurred as a result of XXXX XXXX conduct represent additional out-of-pocket damages beyond the TCPA statutory damages demanded herein and are incorporated into my overall demand for compensation. In total, XXXX XXXX placed five documented calls to my mobile number after written revocation of consent : XX/XX/XXXX from XXXX ( XXXX ) XXXX ; XX/XX/XXXX from XXXX ( XXXX ) XXXX ; XX/XX/XXXX from XXXX ( XXXX ) XXXX ; XX/XX/XXXX by representative XXXX ; and XX/XX/XXXX by representative XXXX from XXXX ( XXXX ) XXXX. Every one of these calls occurred after XXXX or more explicit written revocations delivered through XXXX XXXX own designated communication channels, leaving no basis for XXXX XXXX to claim ignorance of my instructions at any point. Each knowing and willful violation of 47 U.S.C. 227 ( b ) ( 3 ) carries statutory damages of up to {$1500.00} per call. XXXX XXXX continuation of this conduct after paying {$710000.00} to resolve federal TCPA class litigation for this identical behavior establishes willfulness as a matter of law. I am therefore demanding {$7500.00} in total statutory damages, representing {$1500.00} for each of the five documented violations, in addition to reimbursement of all international calling fees incurred as a result of XXXX XXXX conduct. This demand does not waive any other legal remedies available to me under federal or state law, including claims under the Servicemembers Civil Relief Act, 50 U.S.C. 3901 et seq., the Equal Credit Opportunity Act, 15 U.S.C. 1691 et seq., and California Civil Code consumer protection provisions.

Company response to consumer: Closed with explanation