Consumer complaint received 2026-01-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CMG Financial Services, Inc.
State: TX

Complaint narrative:
This is the letter I sent to CMG Home Loans ( some personal information redacted ). I sent it via email on XX/XX/XXXX and followed up with a physical copy of the formal letter and attachments which was delivered on XX/XX/XXXX to CMG Financial at XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA XXXX. 
XXXX tracking number : XXXX Delivered : Mon, XX/XX/XXXX, XXXX Signed for by : XXXX. 

I got an auto-response saying they would follow up in XXXX business days and nobody ever followed up. When I called on XX/XX/XXXX, I was transferred to multiple different people, they tried and failed to find the email that I had sent, and then they hung up on me while I was on hold. 

FORMAL COMPLAINT AND DEMAND FOR ESCROW REFUND Loan # XXXX  Amount : {$8800.00} Dear CMG Home Loans Customer Service/Escrow Department , I am writing to file a formal complaint and demand the immediate refund of the remaining balance from the escrow account associated with the sale of my home at XXXX, which closed on XX/XX/XXXX. The amount owed to me is {$8800.00}. 

The issue originated when I received a check from CMG Home Loans for {$8800.00}, dated XX/XX/XXXX ( document attached ). I deposited this check, but it was subsequently returned and the amount was debited from my account. My bank issued a notice of the returned item dated XX/XX/XXXX ( document attached ). When I called my bank, they said the issue was with the check issuer 's bank. I also received a final escrow statement from CMG Home Loans, dated XX/XX/XXXX, indicating the escrow account was closed and a check for the remaining balance was mailed ( document attached ), which was the same check that bounced. 

Despite repeated attempts to resolve this issue, I have not received a follow-up or a resolution : XX/XX/XXXX : I called and spoke with XXXX XXXX XXXX who advised me that the issue was being looked into and I would be contacted within XXXX business days. I never heard back. Reference Ticket : XXXX. 
XX/XX/XXXX : I called again and spoke with XXXX, who transferred me to XXXX. XXXX also stated they were looking into it and promised an email follow-up within XXXX business days. I never received an email. Reference Ticket : XXXX ( and XXXX ). 
XX/XX/XXXX : I called and spoke with XXXX, who transferred me to XXXX. After being on the phone for over an hour, XXXX promised to call me back today, XX/XX/XXXX, between XXXX XXXX  and XXXX XXXX  XXXX XXXX. I have not received this promised call. 
Given the time-sensitive nature of this payment and the repeated failure of CMG Home Loans to resolve this matter or follow up as promised, I formally demand the balance of {$8800.00} be immediately refunded via a reliable method, such as a wire transfer or a certified bank check. 

As this letter constitutes a qualified written request ( QWR ) under the Real Estate Settlement Procedures Act ( RESPA ), I expect my rights, as outlined by the Federal Trade Commission, to be honored. Specifically, your servicer must : Acknowledge my letter in writing within XXXX business days of getting it. 
Correct my account or determine instead that there is no error generally, within XXXX business days. 
Send me a written notice of the action it took and why, and the name and phone number of someone to contact for more information or help. 
I require a confirmation of the receipt of this formal complaint and a definitive timeline for the complete resolution of this issue within XXXX business days. Be advised that if a satisfactory resolution is not reached promptly, my next course of action will be to file a complaint with the Consumer Financial Protection Bureau ( CFPB ). 

Sincerely, XXXX

Company response to consumer: Closed with explanation