ComplaintsforCMG Financial

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 9/28 we made a mortgage payment to CMG Financial before the 30 day late period. We received notification on 10/14 by mail that the payment did not go through. We did not receive any other notification from the company, either by email or by phone, until we received two letters, one saying we are current and another saying the money did not go through. We do not have evidence to indicate whether an error on our part was made or an error on the company in submitting banking information. The company should have notified us sooner than 2 weeks after the fact by email and by phone but they did not. We are asking that the 30 day late notification be removed from our credit report.

  Bureau response

  10/23/2023

  Alexander *****
  CMG Financial 

  *** ***** ** * *** ********** ** *****
  
  
  Dear Alexander *****:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 10/16/2023 and was assigned an ID of *********  

   

  BBB forwarded you a complaint filed by Brian *******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: 20###-###-####4

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Wanda *******
  **************************  

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Brian *******
  *** ***** *** ***** ** *****
  Daytime Phone: +1*********0
  E-mail: *********************
  
  
  The details of this matter are as follows:

  
  
  Customer’s Statement of the Problem:
  On 9/28 we made a mortgage payment to CMG Financial before the 30 day late period. We received notification on 10/14 by mail that the payment did not go through. We did not receive any other notification from the company, either by email or by phone, until we received two letters, one saying we are current and another saying the money did not go through. We do not have evidence to indicate whether an error on our part was made or an error on the company in submitting banking information. The company should have notified us sooner than 2 weeks after the fact by email and by phone but they did not. We are asking that the 30 day late notification be removed from our credit report.

   

  
  
  
  
  Desired Settlement:
  Correction to a credit report
  
   

  
  Additional Comments from Consumer:
  

  Bureau response

  10/30/2023

  Alexander *****
  CMG Financial 

  *** ***** ** * *** ********** ** *****
  
  
  Dear Alexander *****:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 10/16/2023 and was assigned an ID of *********  

   

  BBB forwarded you a complaint filed by Brian *******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 5 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: 20###-###-####4

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Wanda *******
  **************************
  

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Brian *******
  *** ***** *** ***** ** *****
  Daytime Phone: +1*********0
  E-mail* *********************
  
  The details of this matter are as follows:

  
  
  Customer’s Statement of the Problem:
  On 9/28 we made a mortgage payment to CMG Financial before the 30 day late period. We received notification on 10/14 by mail that the payment did not go through. We did not receive any other notification from the company, either by email or by phone, until we received two letters, one saying we are current and another saying the money did not go through. We do not have evidence to indicate whether an error on our part was made or an error on the company in submitting banking information. The company should have notified us sooner than 2 weeks after the fact by email and by phone but they did not. We are asking that the 30 day late notification be removed from our credit report.

   

  
  
  
  
  Desired Settlement:
  Correction to a credit report
  
   

  
  Additional Comments from Consumer:
  

  Business response

  11/02/2023

  BBB,
  CMG Compliance will respond directly to the borrower with a separate cover along with supporting documentation regarding this matter. CMG takes customer communication very seriously and we are diligently to make sure our customers are informed about their accounts. CMG regrets the borrower did not receive the level of service to resolve this matter when they initially contacted CMG.
  Thank you,

  Bureau response

  11/03/2023

  Brian *******
  *** ***** *** ******* *****  
  
  Dear Brian *******:
  
  This message is in regard to your complaint submitted on 10/16/2023 against CMG Financial.  Your complaint was assigned ID ********* 

   

  BBB has received a formal response from CMG Financial. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Wanda *******
  **************************
  

  
  MESSAGE FROM BUSINESS:
  
  BBB,
  CMG Compliance will respond directly to the borrower with a separate cover along with supporting documentation regarding this matter. CMG takes customer communication very seriously and we are diligently to make sure our customers are informed about their accounts. CMG regrets the borrower did not receive the level of service to resolve this matter when they initially contacted CMG.
  Thank you,

  Customer response

  11/03/2023

  
  Complaint* ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  Brian *******

  Bureau response

  11/07/2023

  Brian *******
  *** ***** *** ***** *** *****
  
  
  Dear Brian *******:
  
  Better Business Bureau (BBB) has received the complaint that you submitted on 10/16/2023 against CMG Financial.  For your records, this complaint was assigned ID ******** in our system.
  
  Before BBB can proceed with the conciliation process, we need some clarification from you on the following issues.
  
  Please clarify your rejection to the business response. 

  
  Once clarification has been received, BBB will be able to continue processing of the complaint. Please be aware that should BBB not receive clarification within 5 calendar days the complaint must be closed accordingly, if you require additional time to provide a response please let me know and I can provide you an extension.
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Thank you for your prompt reply.
  

  Sincerely,

  Wanda *******
  **************************
  

  Customer response

  11/07/2023

  The response from CMG is inaccurate.  They report having notified us multiple times but we have no phone messages on the dates listed.  The company reported calling us on 10/31 but we checked every number on both my wife and my phone and we did not receive a call.  No message was left at any point not any email sent about the bank issue.  We did not know until we received one of several letters from the company over 2 weeks after the incident, compounding the lateness of the payment.   One letter indicated payment was made another that the bank declined and we received these on the same day.   Additionally the company needs to provide proof that we made an error in inputting the bank account information and that the error was not made by CMG or the bank.   We do not have any proof that the company tried to contact us by phone.  We have USPS tracking information to indicate when we received letters that were allegedly making us aware of the situation.  The company has shown to have unclear and very slow communication and when we spoke to a lower level manager he was rude and refused to give us contact information in writing.  We are going to submit all of this directly to CMG.   We made a payment in good faith within the 30 day period given by law, had an error that we do not know who made it, and was not notified until over 2 weeks later about the error. 

  Bureau response

  11/10/2023

  Alexander *****
  CMG Financial 
  *** ***** ** * *** ********* ** *****  
  
  Dear Alexander *****:
  
  Better Business Bureau (BBB) has received additional information from one of your consumers. The original complaint was submitted on 10/16/2023 and was assigned an ID of  ********* Below is the information provided by the consumer. BBB requests that you please review this information and respond within 7 calendar days of receipt of this notice. All responses will be copied to the complainant.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: 20###-###-####4

  Please understand that the consumer’s complaint and your response may be publicly posted on the BBB Web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  If you should have any questions or concerns, please do not hesitate to contact me.
  

  Sincerely,

  Wanda *******
  **************************
  

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Brian *******
  *** ***** *** ***** ** *****
  
  Daytime Phone: +1*********0
  E-mail: *********************
  
  
  The details of this matter are as follows:
  
  
  Customer’s Statement of the Problem:
  On 9/28 we made a mortgage payment to CMG Financial before the 30 day late period. We received notification on 10/14 by mail that the payment did not go through. We did not receive any other notification from the company, either by email or by phone, until we received two letters, one saying we are current and another saying the money did not go through. We do not have evidence to indicate whether an error on our part was made or an error on the company in submitting banking information. The company should have notified us sooner than 2 weeks after the fact by email and by phone but they did not. We are asking that the 30 day late notification be removed from our credit report.

  
  
  
  Desired Settlement:
  Correction to a credit report
  
   

  Additional Comments from Consumer:
  The response from CMG is inaccurate.  They report having notified us multiple times but we have no phone messages on the dates listed.  The company reported calling us on 10/31 but we checked every number on both my wife and my phone and we did not receive a call.  No message was left at any point not any email sent about the bank issue.  We did not know until we received one of several letters from the company over 2 weeks after the incident, compounding the lateness of the payment.   One letter indicated payment was made another that the bank declined and we received these on the same day.   Additionally the company needs to provide proof that we made an error in inputting the bank account information and that the error was not made by CMG or the bank.   We do not have any proof that the company tried to contact us by phone.  We have USPS tracking information to indicate when we received letters that were allegedly making us aware of the situation.  The company has shown to have unclear and very slow communication and when we spoke to a lower level manager he was rude and refused to give us contact information in writing.  We are going to submit all of this directly to CMG.   We made a payment in good faith within the 30 day period given by law, had an error that we do not know who made it, and was not notified until over 2 weeks later about the error. 

  Business response

  11/15/2023

  BBB,
  CMG Compliance will respond directly to the borrower with a separate cover along with supporting documentation regarding this matter. CMG takes customer communication very seriously and we are diligently to make sure our customers are informed about their accounts. CMG regrets the borrower did not receive the level of service to resolve this matter when they initially contacted CMG.
  Thank you,

  Bureau response

  11/20/2023

  Brian *******
  *** ***** *** ******* *****  
  
  Dear Brian *******:
  
  This message is in regard to your complaint submitted on 10/16/2023 against CMG Financial.  Your complaint was assigned ID ********* 

   

  BBB has received a formal response from CMG Financial. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code* **************

  Sincerely,

  Wanda *******
  **************************

  
  MESSAGE FROM BUSINESS:
  
  BBB,
  CMG Compliance will respond directly to the borrower with a separate cover along with supporting documentation regarding this matter. CMG takes customer communication very seriously and we are diligently to make sure our customers are informed about their accounts. CMG regrets the borrower did not receive the level of service to resolve this matter when they initially contacted CMG.
  Thank you,

  Customer response

  11/20/2023

  
  Complaint* ********
  
  I am rejecting this response because: company did call to explain decision, said they would call back but hasn't yet.   Company has still not addressed lateness of written correspondence or proven that entry of bank account number was not their error or the bank's error.  It was one number off and this error could have been made by CMG or bank input.   No correspondence was sent until two weeks after the initial incident.  No emails were sent or phone messages.   The company misrepresented their contact attempts.  Said they called us on 10/31 and other dates but no calls to either my phone or my wife's phone.  The only message we have received was from the phone call made on 11/14 explaining their decision.   I left a message shortly after and they still have not called back.  CMG has displayed poor communication throughout this process, from our initial interaction where we were treated rudely and throughout this process.  Their decision to not remove this from our credit has done great damage to our credit after years of on-time payments.  They simply need to acknowledge there was miscommunication and we would be satisfied.  They just continue to send the same letters that were the ones that were sent two weeks after they should have notified us about the bank error.  Otherwise they have not answered any questions about their late communication or how the error was made. 
  
  Sincerely,
  
  Brian *******

  Bureau response

  11/24/2023

  Alexander *****
  CMG Financial 
  *** ***** ** * *** ********* ** *****  
  
  Dear Alexander *****:
  
  This message is in regard to a complaint submitted to Better Business Bureau (BBB) about your business on 10/16/2023 by Brian *******. This complaint was assigned ID *********
  
  

  Thank you for your recent response, however, your consumer has informed BBB that your response does not address their issue, therefore BBB has closed this complaint as unresolved.  An unresolved complaint may have a negative impact on your BBB rating.

   

  If you have any questions about this letter or complaint, or wish to provide a further response, please contact me.

  Sincerely,

  Wanda *******
  **************************
  

  MESSAGE:
  
  
  Complaint* ********
  
  I am rejecting this response because: company did call to explain decision, said they would call back but hasn't yet.   Company has still not addressed lateness of written correspondence or proven that entry of bank account number was not their error or the bank's error.  It was one number off and this error could have been made by CMG or bank input.   No correspondence was sent until two weeks after the initial incident.  No emails were sent or phone messages.   The company misrepresented their contact attempts.  Said they called us on 10/31 and other dates but no calls to either my phone or my wife's phone.  The only message we have received was from the phone call made on 11/14 explaining their decision.   I left a message shortly after and they still have not called back.  CMG has displayed poor communication throughout this process, from our initial interaction where we were treated rudely and throughout this process.  Their decision to not remove this from our credit has done great damage to our credit after years of on-time payments.  They simply need to acknowledge there was miscommunication and we would be satisfied.  They just continue to send the same letters that were the ones that were sent two weeks after they should have notified us about the bank error.  Otherwise they have not answered any questions about their late communication or how the error was made. 
  
  Sincerely,
  
  Brian *******

  Bureau response

  11/24/2023

  Brian *******
  *** ***** *** ***** *** *****  
  
  Dear Brian *******:
  
  This message is in regard to your complaint submitted on 10/16/2023 against CMG Financial.  Your complaint was assigned ID *********
  

  We regret to inform you that your Better Business Bureau's (BBB) attempt to resolve the complaint between you and CMG Financial has not been successful. BBB has exhausted our resources in this attempt and will be closing the case as unresolved. While this does not take care of your issue, BBB appreciates the time you took to inform us of your experience with this company.

  Your unresolved case will be reported on the company's BBB Business Profile for other consumers to access.  It will remain on their record for 36 months, our standard reporting period.  We will use it to note any trends or pattern of complaint activity and should one be noted, will forward our case notes to the proper regulatory agencies for their review and possible enforcement.  

  Thank you for using BBB's services.

  Sincerely,

  Wanda *******
  **************************
  

• Initial Complaint

  02/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Constant shortages in estimated costs for the my loan. Shortages paid every time over the course of 2.5 year loan and still my mortgage payment has increased with no reevaluation. Contacted CMG Financial and over the hour I was informed of several discrepancies. I changed policy at the end of January 2023, I contacted both insurance companies and they both followed requirements of CMG Financial via fax, mail and email. When I informed my mortgage company the policy information was provided to them before the payment was made, they seemed lost and hadn't connected my loan with the policy information that was given to them via every option they require to notify of change to insurance policies. During my call I was informed my old insurance company was still on file. CMG Financial didn't complete the details with my account and slipped and made me aware they tried to continue a policy with the old insurance company the day after my new insurance policy was active. I have had constant issues regarding the monthly payment and estimations I receive. The amount of time I have spent trying to get answers from this loan company is not what I expected as a homeowner, they seem to be a frightful mess with no direct answer as to any of my questions, no reevaluation to my account. I am fearful I am being taken advantage of and even more that the company is mismanaging my loan. It seems there isn't any accurate information in my account that can be reiterated back to me which is such a red flag and can't express the amount of stress this has caused in dealing with them solo.

  Business response

  04/04/2023

  CMG Compliance will respond directly to the borrower with a separate cover along with supporting documentation regarding this matter. CMG takes customer communication very seriously and we are diligently to make sure our customers are informed about any changes to their accounts. CMG regrets the borrower did not receive the level of service to resolve this matter when they initially contacted CMG.
  Thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩