Consumer complaint received 2025-06-16 00:00:00
Product: Mortgage — Conventional home 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: FL

Complaint narrative:
Our standard conventional home loan closed with XXXX XXXX on XX/XX/XXXX with no issues. A payment was not due on this account until XX/XX/XXXX ; however, a payment was made to this account on XX/XX/XXXX in the amount of {$3200.00}. We received a letter dated XX/XX/XXXX from CMG Financial notifying us the servicing of our mortgage was transferred effective XX/XX/XXXX to CMG Mortgage on XX/XX/XXXX stating we had a payment due on XX/XX/XXXX in the amount of {$2600.00}. I called CMG Mortgage on XX/XX/XXXX at XXXX am and advised a payment in that amount had previously been made on XX/XX/XXXX. I was advised by XXXX, the customer service representative, our home loan was acquired from XXXX XXXX on XX/XX/XXXX and the matter would be escalated to have the payment sent over from the original lender ( XXXX ). Starting XX/XX/XXXX I began receiving harassing phone calls from CMG Mortgage staff attempting to collect a payment that had already previously been made. 

I called on XX/XX/XXXX at XXXX and spoke to XXXX who at that time advised there were two open active loans and a payment did post for {$3200.00} on XX/XX/XXXX under the XXXX XXXX and she placed an escalated work order to have the two open loans addressed and have the payment reflected under the CMG loan number. She advised the escalation request would be completed on Tuesday XX/XX/XXXX and to call back for a status on XX/XX/XXXX. I called back on XX/XX/XXXX at XXXX and spoke to XXXX who advised the work order takes 7 business days to complete, but she was able to see the payment made on XX/XX/XXXX and would need to get it applied to the new account. She advised a payment was not due for XXXX and next payment would be due in XXXX. She advised this would be completed on XX/XX/XXXX and the system needs XXXX hours to update. 

I called on XX/XX/XXXX at XXXX and spoke to XXXX. She advised the work order on the account is still pending and is due to be completed XX/XX/XXXX. 

On XX/XX/XXXX XXXX I received a call from CMG Mortgage stating I reversed the mortgage payment I had previously made and attempted to collect payment. This was not accurate. This was due to the internal CMG processes to attempt to transfer the previously made payment from the original XXXX loan to the CMG loan. I escalated the call and spoke to XXXX XXXX with the loss mitigation team who advised the issue is not resolved and was to have been completed on XX/XX/XXXX. During this call, I was advised that instead of consolidating the loans when CMG Financial acquired the loan, which was an internal transfer from XXXX, a new loan number and account was generated and that is where the issue lies. XXXX was not able to discern why this process was completed and not the normal process when acquiring an internal loan. He stated he would reach out to the team that handles these and get the issue corrected. He advised someone should be reaching out to me on Tuesday XX/XX/XXXX due to the holiday. I did not receive any communication. 

I called XX/XX/XXXX at XXXX and spoke to XXXX who advised she is able to see the comments in the accounts and would reach out to the department that is supposed to be working on this issue. She advised she will call me back by XXXX with an update. She did call back at XXXX and advised she did not receive a response from that department. I escalated it to XXXX on the Escalation team who stated he will send over an expedited work order to get the issue resolved. He stated the escalated work order would be sent to the deconversion team and would be completed by close of business XX/XX/XXXX. 

I called XX/XX/XXXX at XXXX and requested to speak to the escalation team as the issue was still not yet resolved. I spoke to XXXX who advised the CMG loan number will be the active loan and the work orders are still showing as open. She advised me to not call back unless I havent heard from her in awhile. Requested clarification as to what awhile is and she advised a week. 

This brings me to today XX/XX/XXXX. I called at XXXX and spoke to XXXX who stated both loans are still showing as open and need to have the principal balance removed from the XXXX loan to have it closed out, but there is no time frame as to when this will be completed. I requested to escalate and spoke to XXXX on the escalation team who advised a letter was sent to the credit bureaus on XX/XX/XXXX to correct the account, but still waiting on CMG to unboard and remove the XXXX loan from my account. He was not able to provide a time frame as to when this would be completed. When pressed about filing a complaint, he advised to call CMG Corporate office. 

Today I received 3 letters in the mail dated XX/XX/XXXX regarding the XXXX loan stating the account is delinquent which is erroneous and incorrect. I called into customer service and spoke to XXXX XXXX who advised I should be receiving another notice in the mail that requires my signature and mail it back. She was able to verify the payments on the account have been made to the correct loan ( CMG ) and the account is up to date with a payment due XX/XX/XXXX.

Company response to consumer: Closed with explanation