Consumer complaint received 2026-06-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: CMG Financial Services, Inc.
State: TX

Complaint narrative:
I am filing this complaint regarding the handling of a homeowners insurance issue associated with my mortgage loan and the lack of communication I have received from CMG Home Loans after seeking assistance. During the mortgage closing process, an incorrect homeowners insurance invoice was included in my closing documents. My understanding is that this invoice was generated in error and did not accurately reflect the premium that should have been collected and paid. As a result, the proper homeowners insurance premium was not paid as expected. The issue was not initially discovered by me. My understanding is that once the insurance company became aware that the premium had not been paid, they first attempted to contact CMG Home Loans in an effort to resolve the matter. According to the information provided to me, those attempts were unsuccessful, and the insurance company ultimately contacted me directly regarding the unpaid premium and the risk of losing coverage. This was the first time I became aware that there was a problem. In order to avoid a lapse in coverage, I was required to pay the homeowners insurance premium out of pocket. This created a significant and unexpected financial burden. Because I had already paid the homeowners insurance premium myself while also being required to begin making mortgage payments that include escrow contributions for future insurance obligations, I felt that I was effectively paying for XXXX years of homeowners insurance at the same time. After discovering the issue and paying the premium out of pocket, I contacted CMG Home Loans to discuss the financial impact this situation created and to inquire whether any adjustments could be made to my mortgage payment or whether any other accommodation options were available. During that conversation, I was advised that my concerns would be discussed with the branch XXXX and that I would receive a follow-up regarding the outcome of that review. I sought assistance before my homeowners insurance coverage was scheduled to lapse on XXXX XXXX, 2026, and at the latest before my first mortgage payment became due. Both of those deadlines have now passed, and I still have not received any response, update, or resolution regarding my request. My concern is not simply whether adjustments were ultimately available. My concern is that I was told the matter would be reviewed and that I would receive a response, yet no follow-up was ever provided despite the time-sensitive nature of the issue. Additionally, I have not received a clear explanation regarding how the incorrect insurance invoice was included in my closing documents, what review was performed when the issue was discovered, or what steps have been taken to prevent similar issues from occurring. As a first-time homebuyer, I have relied heavily on CMG Home Loans and the professionals involved in this process to ensure that my mortgage and insurance documents were handled accurately and efficiently. I entered this process with the expectation that the information included in my closing documents had been properly reviewed and that any issues would be identified and addressed before closing. The discovery of an incorrect insurance invoice, the resulting out-of-pocket expense to maintain coverage, and the lack of follow-up after I sought assistance have caused me to lose confidence in the handling of this matter. I do not want my situation to simply be placed on the back burner or forgotten altogether. I am seeking a clear explanation of what occurred, confirmation that my concerns were properly reviewed, and a meaningful resolution if one is available. At a minimum, I would like to understand how this error occurred, what actions were taken once it was discovered, and what steps have been implemented to prevent similar issues from occurring in the future. I would also appreciate consideration of a reasonable resolution in light of the financial burden and inconvenience this situation has caused.

Company response to consumer: Closed with explanation