Consumer complaint received 2025-02-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: CMG Financial Services, Inc.
State: WA

Complaint narrative:
I have a mortgate with CMG Financial. 
XX/XX/XXXX : They start a website migration XX/XX/XXXX : I move my account. I've chosen to keep making manual payments right now, until I get familiar with their new system because it keeps changing. 
XXXX : Based on my email records, I made my manual XXXX payment. Note that their system does not allow me to make a payment before the due date of the first of each month, nor does it allow me to schedule a payment to be paid before the due date, but that's fine because their payment window is something like 15 days. My autopayments are scheduled for the XXXX of each month. 
XXXX : Email with the title " Autopay Enrollment Request Received '' I should have thought more about this one. 
XXXX : I get a " Withdrawal prenotification '' in my bank statement from CMG. This is where I made a big mistake, I didn't think about this payment much after that. 
XX/XX/XXXX : Email " Autopay enrollment completed '' it's already out of my head. I take full responsibility for this one, whatever happens.

Here 's where it gets weird. 
XXXX : Email : " Your payment is being processed Thank you for using Autopay, the most convenient way to make your mortgage payments! 
We will process your monthly mortgage payment on XX/XX/XXXX. '' Okay, great! Remember this is a month later, I'm not really thinking about the differences in the emails. 
XX/XX/XXXX ( Today ) : I check my credit report and I am delinquent for over 2 months of my mortgage. HOLD UP. I rush to check their website. Autopay on XXXX no payments, two months of late fees, two months of missed payments. I check my bank, annoying login so I rarely check it. No sign of CMG since the withdrawal prenotification. 
Ok so something went wrong with autopay and they just didn't tell me. We can work this out right? 

So I call them and they say no, nothing went wrong with Autopay, you just forgot to make a manual payment in XXXX after autopay was set up. Ok fine. I should have checked every day to make sure things were set up right, my bad. Why haven't I been charged for XXXX? They change the subject. 

How do I get my fee for XXXX taken off, because I have an email saying that you were processing the payment, and nothing saying it failed or there was any issue or I was delinquent or ANYTHING? 
They repeat that I'm confused, I made a mistake in XXXX and need to pay 2 months and fees to get current. Okay, I agree to pay whatever fees they want, I have no proof I didn't make some kind of mistake in XXXX, can they just help with the credit report for XXXX? 
I mean, obviously that's on them, I clearly was attempting to pay them, they even said they were processing the payment, they said on the phone there was nothing wrong with the autopay, they just didn't charge me, so they can fix that right? They said to take it up with the credit bureaus. I was pretty upset at this point but I wasn't swearing or yelling or anything impolite. Then they got into a loop of answering the same thing about XXXX over and over. 
Okay I'll take it up with the credit bureaus. I'm making the payments manually now but they gave me no recourse to have this dealt with, and no assurances if I use autopay in the future that I won't be told everything is fine and then get charged late fees and have my credit perhaps permanently damaged. This feels like a scam to extract late fees and maybe win my house ( that has appreciated wildly ) via foreclosure. If so it won't work, I can pay my bills plus a few late fees, but not everyone can.

Company response to consumer: Closed with explanation