Consumer complaint received 2026-04-07 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Changes in loan terms during the application process
Company: CMG Financial Services, Inc.
State: PA

Complaint narrative:
I am refiling this complaint ( original # XXXX, filed XX/XX/year> ) with significant new evidence : on XX/XX/year>, XXXX 's compliance team accidentally forwarded me their internal email chain regarding my complaint. That chain reveals the following, in XXXX 's own words : XXXX XXXX, EVP Head of Retail Sales ( NMLS XXXX ), wrote internally : " I'm not willing to give him a written and formal acknowledgement of how he was wronged, particularly when we don't agree and an acknowledgement exposes us legally. '' XXXX also stated a willingness to pay up to {$5000.00} to resolve the complaint, but explicitly conditioned any settlement on me signing a hold harmless agreement and ceasing all complaint filings and public reviews a direct attempt to suppress regulatory complaints. XXXX XXXX, Branch Manager ( NMLS XXXX ), wrote internally that the situation is " less about determining who is right and more about managing the risk of reputational damage '' and asked leadership how to " appease him enough to prevent him from posting negative reviews or reports online. '' CMG 's Compliance Manager confirmed in writing that my complaint was not originally logged because the sales team was expected to handle it informally, without formal documentation. The underlying facts of my complaint are as follows : On XX/XX/year>, CMG loan team member XXXX XXXX provided me with a written float-down rate offer of 4.75 % on my FHA XXXX XXXX mortgage, with no deadline stated and with waiting explicitly offered as a valid option. That same day, a separate team member, XXXX XXXX, was managing document collection through an entirely separate email thread. I was never informed that my file was divided between XXXX team members with no cross-communication. On XX/XX/XXXX, I replied to the team, completed all document requests, and explicitly confirmed nothing further was needed from me. No team member connected the open rate offer to this conversation. Branch Manager XXXX later confirmed in writing that the reply-all chain had broken down. Between XX/XX/XXXX and XX/XX/XXXX, I had repeated written contact with all three team members : XXXX, XXXX, and XXXX. On XX/XX/XXXX, XXXX 's response to my follow-up was : " Sorry. I will make sure they find it and respond appropriately. '' The float-down was never mentioned. On XX/XX/XXXX, XXXX XXXX sent a written apology : " I apologize for not seeing your email from a few weeks ago. '' Not XXXX team member raised the open rate decision during any of this contact. On XX/XX/XXXX, I discovered my disclosures still showed 5.25 % with no warning. When I raised this, XXXX first claimed in writing his team had asked me " a couple of times '' to re-lock a false statement he immediately retracted when challenged, confirming only XXXX XXXX 's XX/XX/XXXX email had ever existed. His explanation : " It's very tricky to try and read everyone 's mind on what they're thinking. '' The rate was corrected to 4.99 % only after I forced the issue on XX/XX/XXXX XXXX days before closing on XX/XX/XXXX. On closing day, XXXX 's only written acknowledgment was that he was " sorry about any confusion '' and suggested I consider refinancing in the future. Financial harm : approximately {$500.00} in additional closing costs, {$42.00} more per month than the rate offered in writing, and over {$15000.00} over the life of the loan totaling more than {$16000.00}. The accidentally disclosed internal chain is attached. It constitutes direct evidence of : ( 1 ) a pre-decided refusal to acknowledge wrongdoing for legal reasons, ( 2 ) an attempt to condition settlement on suppression of regulatory complaints, and ( 3 ) the complaint not being formally logged at intake as required. All underlying emails and text messages are also attached and available upon request.

Company response to consumer: Closed with explanation