Consumer complaint received 2025-08-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: CMG Financial Services, Inc.
State: IA

Complaint narrative:
I am writing to file a formal complaint against CMG Financial ( CMG Mortgage, Inc. ), my mortgage lender, regarding their restrictive payment policies that appear to be unfair and potentially predatory. These practices have made it unnecessarily difficult for me to make timely payments on a loan with an otherwise spotless history, despite my XXXX XXXX XXXXXXXX filing not including the mortgage. Below, I outline the relevant facts and my request for resolution. 

Background Information : I have owned my home, financed through CMG Financial, since XXXX 



Throughout this period, I have never been more than 30 days past due on my mortgage payments. 



Due to a personal financial situation, I filed for XXXX XXXX XXXX protection. Importantly, my mortgage with CMG Financial is not included in the bankruptcy plan. 



None of my other creditors or financial institutions have imposed similar restrictions on my accounts as a result of the bankruptcy filing. 

Description of the Issue : Following the bankruptcy filing, CMG Financial revoked my ability to make mortgage payments online through their portal. I am now required to call their customer service line each month to process payments. However, the wait times on these calls consistently exceed XXXX minutes, often requiring me to hang up and try again on multiple days throughout the month. This has turned what should be a simple, routine payment into a time-consuming and frustrating ordeal. Additionally, because I am enrolled in e-statements and my online banking access is XXXX, I can not retrieve my account number to manage my account or opt out of e-statements without writing a separate letter, which imposes yet another unreasonable burden. CMG Financial has confirmed they will not provide my account number over the phone, further complicating my ability to address this issue. 

I am unclear why a XXXX XXXX XXXX filing, particularly one that does not involve the mortgage, renders me ineligible for online payment options. This restriction does not align with the treatment from my other financial providers and seems designed to create barriers to payment. As someone with a full-time job and other responsibilities, I do not have over an hour available to wait on hold during business hours each month, nor do I have time to write additional letters to access basic account information. The cumulative effect is that it feels as though CMG Financial is intentionally making it harder for me to fulfill my obligations on a loan where I have never fallen behind, potentially increasing the likelihood of accidental default. This practice strikes me as predatory and contrary to fair lending and servicing principles. 

Impact on Me : These restrictions have caused significant inconvenience, stress, and wasted time. I have had to attempt calls on several days each month just to make a single payment, which disrupts my schedule and adds unnecessary burden during an already challenging financial recovery period. The inability to access my account number online and the requirement to write a letter to opt out of e-statements further exacerbate this frustration. To compound insult to insult, I am being charged late fees for paying after the XXXX of the month.

Company response to consumer: Closed with explanation