Consumer complaint received 2026-01-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CMG Financial Services, Inc.

Complaint narrative:
I am filing a complaint regarding my mortgage servicer, CMG Home Loans, related to improper mortgage servicing on Loan Number : XXXX ( CMG Case Number : XXXX ). 

Without my consent and without any prior written or verbal communication, CMG Home Loans initiated or modified an escrow account, which directly caused an increase in my monthly mortgage payment. Had I been notified, I would have immediately provided proof of fully paid property taxes and continuous homeowners insurance to prevent escrow from being started or adjusted. 

My original monthly mortgage payment was {$2500.00}. In XXXX, CMG increased my payment to {$2900.00}, and beginning XXXX and continuing thereafter, my required monthly payment has been {$2800.00}. These increases were implemented without advance notice, consent, or a written explanation. I have never missed a mortgage payment and have never missed any property tax or insurance payment. 

I have a conventional mortgage loan and have demonstrated that : My homeowners insurance has been continuously active with no lapse or gap in coverage, and premiums are fully paid. 

My property taxes have been paid in full. 

I have an excellent payment history with no delinquencies. 

My loan-to-value ratio meets CMGs stated criteria for escrow waiver. 

Despite this, CMG Home Loans increased my payment and continues to collect escrow without justification. I have repeatedly requested a written escrow accounting and itemized explanation showing the basis for these payment changes, but none has been provided.

Since the escrow account was initiated, I have submitted more than four escrow removal requests through CMGs online portal and sent more than ten separate emails, each time attaching proof of paid insurance and property taxes. CMG has not provided a single written response to any of these requests.

In multiple phone calls, CMG representatives verbally stated that the escrow account would be removed, yet no action has been taken. The escrow account remains active, my payment has not been restored to {$2500.00}, and no refund of escrow funds has been issued. 

I am also unable to access my full payment history and account documents in CMGs online portal due to persistent system errors, further preventing me from verifying escrow activity or payment changes.

CMG Home Loans actions constitute improper mortgage servicing, including initiating escrow without notice or consent, increasing monthly payments without explanation, failing to respond to repeated written communications, providing misleading verbal assurances, and continuing to collect unauthorized escrow funds.

I am requesting that the CFPB require CMG Home Loans to : Immediately remove the escrow account for Loan Number XXXX ; Restore my monthly mortgage payment to the original amount of {$2500.00} ; Refund all escrow funds collected to date as a result of the unauthorized escrow account ; and Provide a complete written escrow accounting and itemized explanation of all escrow-related charges and collections. 

Please have CMG Home Loans contact me by email or phone only. I do not consent to communication by physical mail or letters. 

I am seeking prompt resolution and written confirmation.

Company response to consumer: Closed with explanation