Consumer complaint received 2025-12-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: CMG Financial Services, Inc.
State: FL

Complaint narrative:
Dependent Spouse Complaint I am the XXXX  XXXX spouse of the borrower. During XXXX XXXX XXXX XXXX XXXX, CMG Financial mishandled our XXXX XXXX loss-mitigation request and imposed documentation demands not required under XXXX XXXX hardship standards, including requests for medical records, XXXX proof, SSDI statements, doctor certifications, bank statements, and a signed contribution letter from me even though I am not a borrower and my income was not required for eligibility. 

FIRST APPLICATION XX/XX/year> CMG stated a loss-mitigation package would be mailed but never provided it. 

Instead, CMG issued document demands inconsistent with XXXX XXXX hardship rules. 

When we asked about escalation, CMG stated there was no higher review available.

CMG advised filing a complaint with the FTC instead of the CFPB, which could misdirect consumers.

When we asked if reapplication was permitted, CMG STATED : " YOU CAN REAPPLY, BUT YOU WILL LIKELY BE DENIED BECAUSE THE UNDERWRITER WILL SEE THAT YOU DECLINED THE OFFER ''. 

This constitutes discouragement, prohibited in loss-mitigation handling. 

SECOND APPLICATION Submitted XX/XX/year> We submitted a new application and raised prior errors. Since then : More than 60 days have passed with no Single Point of Contact ( SPOC ) assigned CMG issued contradictory status letters, including one claiming the file expired, while verbally stating on calls that it was still under review CMG denied reasonable accommodation under ADA Title III During one interaction, a CMG agent stated : " I don't know what the ADA is. '' CMG repeatedly requested documents previously submitted and acknowledged as received XX/XX/year> Call Escalation Breakdown CMG Escalations stated the file was not expired, it was under review We were told XXXX XXXX would call between XXXX XXXX  that same day We were told specifically to answer calls from a certain area code No call ever came, and no contact has been made since ONGOING CONDUCT - Retaliation under the XXXX XXXX XXXX & The Consumer Protection Act CMGs handling shows a pattern of : discrimination retaliation discouraged access to relief failure to follow XXXX XXXX Servicing Guide requirements delayed processing outside required timelines failure to assign a SPOC during an active applications issuing an " expired '' status while an Active Notice of Error was pending repeated improper requests for documentation not required for this hardship type HARM My recovery was disrupted during XXXX treatment Financial strain increased significantly Treatment funds had to be diverted to mortgage payments I had to perform a cash advance to make a payment Liquid assets needed for medical care were depleted Time spent researching federal servicing law replaced rest and recovery A typical borrower without industry knowledge could have lost their home REQUEST FOR ACTION I respectfully request regulatory review, enforcement intervention, and correction of CMGs handling of this case. Their conduct appears to violate : XXXX XXXX XXXX XXXX XXXX, FHA, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX  XXXX and UDAAP prohibitions.

Company response to consumer: Closed with explanation