Consumer complaint received 2023-04-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: CMG Financial Services, Inc.
State: VA

Complaint narrative:
I used CMG Financial to help finance my loan for a new primary home in XX/XX/XXXX. My first payment was due XX/XX/XXXX and I made the payment using CMG 's system. Afterwards, I was asked if I would like to use said payment method to set up autopay, and I did. I received an email XX/XX/XXXX stating that I had registered, then another email XX/XX/XXXX stating that I was enrolled in autopay ( attached ). From then on, I did not recieve any other e-mails from CMG Financial. On XX/XX/XXXX, I recieved a notification from XXXX XXXX that my credit score had dropped due to 2 missed payments with CMG Mortgage, despite my autpay being established. I signed in online to find out that the autopay had not initiated and had not pulled any payments. I then had to immediately make 3 mortgage payments, including late fees. Since then, I have continuously attempted to establish autopay from XXXX XXXX XXXX  with no success. Luckily I have been manually sending payments the 1st of every month after realizing autpay is not working. I called CMG to resolve this issue, and they claim to have mailed me letters via standard USPS to my secondary home address 100 miles away that stated the failed autpay attempts and my need to pay the mortgage. I have no such evidence of ever recieving these letters and CMG has no proof that said letters ever reached my home. In addition, I asked them that if their system was able to email me notification of autpay establishment and enrollment, then why would they use a completely separate method of communiation to notify me of a failed attempt for autopay? Especially considering the unreliability of standard USPS to deliver to the right place at the right time and the grave importance of maintaining good credit standing! CMG claims to have sent me a letter on XX/XX/XXXX, but I never found it and have no way of confirming its arrival since there is no tracking number associated with their notification.

Due to CMG 's stubborn resistance to my request to remove the late payments, my credit has been irrepairably damaged. I currently need to move to a new state to help my family care for my XXXX XXXX XXXX grandmother. I have a low D/I ratio, good credit, and make an above average income, but I am forced to live out of my parent 's home or rent until this is resolved because I no longer qualify for a mortgage due to CMG 's technical negligence unless I can produce a few hundred thousand dollars to purchase a new home cash. This is because no mortgage lender will loan to a person who has missed a payment in the last year. I never intended to miss any payments, nor did I have any financial circumstance that would have prevented me from paying. The only thing I did was allow myself to be decieved by this mortgage firm who takes my money without fail, but has zero interest in taking accountability for their faults or properly notify their customers through reasonable authenticated methods.

Company response to consumer: Closed with explanation