Consumer complaint received 2026-04-02 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: CMG Financial Services, Inc.
State: CA

Complaint narrative:
This formal complaint details a pattern of retaliatory conduct and a willful failure by my mortgage servicer, XXXX XXXX XXXX XXXX XXXX provide reasonable accommodation for my status as a XXXX, active-duty servicemember. On XX/XX/XXXX, at approximately XXXX PM Central XXXX Time, I received a phone call from a representative named " XXXX '' from CMG Financial. She informed me that to receive any further assistance with my multiple, long-standing, and well-documented complaints, I am now required to personally call their " XXXX XXXX XXXX. '' This demand is a deliberate and bad-faith tactic to obstruct resolution, as it completely ignores the sixteen separate occasions on which I have explicitly notified the servicer in writing that I can not make or receive international phone calls due to my military XXXX and the significant personal expense involved. This servicer 's refusal to communicate in writing is not a new issue ; it is a documented, eight-month pattern of non-compliance. My repeated notifications have been clear, consistent, and delivered through both the servicer 's own secure messaging portal and this CFPB complaint system. The timeline of my notifications proves the servicer has been fully aware of this communication barrier : On XX/XX/XXXX, via Secure Message, I wrote : " XXXX, I am XXXX and can not receive phone calls unless you all can call internationally please send me written communication. '' On XX/XX/XXXX, via XXXX XXXX : " Hi I spoke with XXXX on the phone and she said secure message only due to me being international. '' On XX/XX/XXXX, in CFPB Complaint # XXXX : " I am unable to make principal only payments without calling XXXX which I can not do as I am a XXXX service member. '' On XX/XX/XXXX, in CFPB Complaint # XXXX : " I am XXXX and can not just call ... I am an XXXX XXXX service member XXXX and I can not call them. '' On XX/XX/XXXX, via XXXX XXXX : " Requiring me to make a phone call to do this is retaliation unless XXXX will reimburse intentional callings fees. '' On XX/XX/XXXX, in CFPB Complaint # XXXX : " I have to call to have this payment applied. I am XXXX and have to pay for international calling fees... I also can not make phone calls as I am XXXX. '' On XX/XX/XXXX, via XXXX XXXX : " I also can not make phone calls as I am XXXX unless XXXX will reimburse me for that. '' On XX/XX/XXXX, in CFPB Complaint # XXXX : " I am on XXXX XXXX and XXXX so I can not be reached by phone. '' On XX/XX/XXXX, via XXXX XXXX : " XXXX again XXXX refuses to reimburse me for international calling fees you all are requiring to speak with me over the phone versus providing written communication to me. Please respond back in writing. '' On XX/XX/XXXX, in a separate XXXX XXXX : " XXXX it costs me money to anger these phone calls and to call back due to my XXXX. Will XXXX reimburse me for this? '' On XX/XX/XXXX, in CFPB Complaint # XXXX : " I have to pay for international calls due to my XXXX to deal with this matter. '' On XX/XX/XXXX, via XXXX XXXX : " I am XXXX overseas and can not call. '' On XX/XX/XXXX, in CFPB Complaint # XXXX : " I am XXXX and can't use the phone without paying international calling fees which XXXX refuses XXXX reimburse me for. '' On XX/XX/XXXX, in CFPB Complaint # XXXX : " I am XXXX overseas so I can not call anyone... I am XXXX so I can not receive or make phone calls. '' On XX/XX/XXXX, via Secure Message : " Also I dont get international calling fees reimbursed so please dont call me '' Given this exhaustive and documented history, the servicer 's demand that I must now call them is a willful violation of multiple federal laws. This conduct violates the Dodd-Frank Act 's prohibition on Unfair and Abusive Acts or Practices ( UDAAP ), per XXXX U.S.C. XXXX, by causing me substantial injury that I can not reasonably avoid and by taking unreasonable advantage of my situation. It is also a clear instance of illegal retaliation under the Equal Credit Opportunity Act ( ECOA ) and Regulation B ( XXXX C.F.R. XXXX ), as the servicer is creating a new, costly barrier to resolution in direct response to my legally protected activity of filing CFPB complaints. Finally, this behavior completely subverts the spirit and purpose of the XXXX XXXX XXXX XXXX ( XXXX ), XXXX XXXX. App. XXXX et seq., by actively penalizing me for my military service and denying me the peace of mind necessary to focus on my mission

Company response to consumer: Closed with explanation