Consumer complaint received 2026-05-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Fees or costs during the application process
Company: CMG Financial Services, Inc.
State: PA

Complaint narrative:
This complaint is a follow-up to CFPB complaints XXXX and XXXX, both filed against CMG Home Loans. I am filing this additional complaint to document CMG 's formal denial response dated XX/XX/year>, address the material omissions in that response, and provide additional evidence that was not available at the time of prior filings. BACKGROUND SUMMARY I am a borrower on an FHA loan for a new construction home in Pennsylvania. My loan officer was XXXX XXXX, Vice President and Branch XXXX at CMG Home Loans XXXX PA ( NMLS # XXXX ). On XX/XX/year>, a member of his team sent me written float-down rate options including 4.75 %, with exact language : " Please let me know if you'd like to move forward with either of these options today or continue to wait on the float down. '' No deadline was communicated and waiting was explicitly offered as a valid option. I closed at 4.99 % on XX/XX/year> after a documented communication failure by CMG 's team. The financial impact is $ XXXX in additional closing costs, {$42.00} more per month, and over {$16000.00} over the life of the loan. WHAT CMG 'S FORMAL RESPONSE OMITS CMG 's XX/XX/XXXX response acknowledges I " continued to communicate with the processing team '' after XX/XX/XXXX but fails entirely to address what that communication reveals. On XX/XX/XXXX, I replied to the same team multiple times, answered all outstanding document requests, and explicitly asked whether anything else was needed from me. I was told no. I was never told that XXXX XXXX and XXXX XXXX were managing separate portions of my file. No one connected XXXX 's rate email to this active conversation. The reply-all chain had broken down without my knowledge, later confirmed in writing by XXXX XXXX XXXX XXXX On XX/XX/XXXX, I texted XXXX XXXX to verify whether anything was outstanding. He redirected me to XXXX without addressing the open rate decision. On XX/XX/XXXX, while my questions went unanswered, XXXX XXXX sent me an automated marketing mass mailing with the subject line " You've Got a Team Behind You. '' This was not a personal check-in. On XX/XX/XXXX, I texted XXXX XXXX explicitly flagging that messages had gone unanswered for over a week. His written response : " Sorry. I will make sure they find it and respond appropriately. '' The float-down decision was not mentioned. On XX/XX/XXXX, XXXX XXXX sent a written apology stating : " I apologize for not seeing your email from a few weeks ago. '' This is a documented acknowledgment of a communication failure by a member of CMG 's team. CMG 's formal response does not mention this apology anywhere. Between XX/XX/XXXX and XX/XX/XXXX, I had active contact with all three team members. Not XXXX person raised the open rate decision across any of these contacts. None of these documented facts appear in CMG 's formal response. CMG MISCHARACTERIZES THE XX/XX/XXXX EMAIL CMG 's response characterizes XXXX 's XX/XX/XXXX email as " clearly requesting direction. '' The exact language was : " Please let me know if you'd like to move forward with either of these options today or continue to wait on the float down. '' This explicitly offered waiting as an equally valid option with no deadline, no urgency, and no expiration language. A borrower who had been actively engaged with XXXX months of detailed questions, cost analysis, and consistent follow-up had every reasonable basis to expect the team managing their timeline would follow up before a decision window closed. CMG MISUSES MY XX/XX/XXXX STATEMENT CMG 's response quotes my XX/XX/XXXX statement that " XXXX is acceptable if that is the best that can be done today '' as evidence of acceptance. This statement was made XXXX days before closing with no viable alternative available and a closing date that could not be moved. Accepting an outcome under those conditions is not an acknowledgment that CMG fulfilled its obligations or that the outcome was fair. ADDITIONAL EVIDENCE CMG INTERNAL EMAIL CHAIN After filing my prior CFPB complaints, CMG 's compliance team accidentally forwarded me their internal email chain from XXXX XXXX XXXX. That chain reveals the following in writing from CMG 's own leadership : XXXX XXXX, EVP Head of Retail Sales at CMG Financial, wrote : " I'm not willing to give him a written and formal acknowledgement of how he was wronged, particularly when we don't agree and an acknowledgement exposes us legally. '' He confirmed an internal settlement ceiling and stated any resolution would require me to sign a hold harmless and stop filing complaints and reviews. XXXX XXXX wrote internally : " it's less about determining who is right and more about managing the risk of reputational damage '' and asked leadership how to " appease him enough to prevent him from posting negative reviews or reports online. '' CMG 's compliance XXXX wrote that my complaint was not originally logged because the sales team intended to handle it without formal documentation. CMG 's formal XX/XX/XXXX response does not address any of these internal communications. XXXX XXXX XXXX acknowledgment that this outcome resulted from a team communication failure, not borrower negligence. Financial remedy of at least {$16000.00} representing the documented lifetime rate difference and additional closing costs. Extension of CMG 's complimentary refinance program from XXXX to XXXX years from my closing date of XX/XX/year>. Confirmation that my servicing contact will be reassigned outside the originating branch team. I do not consider prior complaints resolved. CMG 's response was closed with explanation but the explanation is materially incomplete and contradicted by documented evidence. All of the above is documented in full. I have screenshots of every email and text message referenced and am prepared to provide them upon request.

Company response to consumer: Closed with explanation