ComplaintsforCrossCountry Mortgage, LLC.

• Initial Complaint

  10/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We received a respa letter back in January 2024 informing us that our loan server changed from "CrossCountry Mortgage, LLC (by ***)" to "CrossCountry Mortgage, LLC". On the letter, it gives a new link for online servicing. When I click the link, I get a "Page Not Found" error. I've spent HOURS trying to get this resolved to no avail. Every month I have to call to make my payment. Every time I call, I ask for the status of my account transfer. Every time, I'm told it SHOULD be working, but it doesn't. I spend a good amount of time troubleshooting, just to have nothing work. Even though I'm on the mortgage, they only have my father, ****** *********'s information (name/ssn) because apparently the information didn't transfer properly when they switched borrowers. I've been given several phone numbers to call for assistance. I'm getting the runaround. I had to ask them to go paperless so I could at least get a copy of my bill as the ones that come through my email say "link expired" even seconds after receiving it. This company is a mess! As a borrower, I should have online access to my account and not have to call every month to make my payments. None of the customer service agents I speak with know how to help. I need resolution because it is clear that they are doing nothing to remedy this situation.

  

  Business response

  10/18/2024

  Please see the attached response letter regarding the customer's concerns. 

  Dear ****** *********, ******* *********, and ******* *******:

  This letter is in response to your complaint filed with the Better Business Bureau
  (BBB) on October 8, 2024, and directed to CrossCountry Mortgage, LLC
  (CrossCountry) on October 9, 2024. I have been asked to respond to your concerns
  regarding access to your online account, and I appreciate the opportunity to do so.

  We take all complaints seriously and appreciate all the information you have
  provided. We thank you for allowing us the opportunity to investigate this matter
  further, as we pride ourselves on maintaining professionalism and being transparent
  with our customers.

  We understand how frustrating login issues and being unable to obtain online access
  can be and sincerely apologize for the inconvenience this may have caused. Upon
  receiving your complaint, our corporate office and servicing center worked diligently
  to identify and resolve the issue with the highest priority. We are pleased to inform
  you that, according to our records, this matter has been resolved, and your account
  is showing active website access for ******* ******* at this time. Additionally, our
  Support Team reached out to ******* ******* to confirm as well.

  Please be aware that although our records reflect three borrowers for this loan, the
  mortgage statements typically contain the names and addresses of the first two
  borrowers listed on the Note. Unfortunately, the mortgage statements do not allow
  for a third borrower name section. 

  However, if requested, we can update the mailing street address to reflect as care of
  (c/o) ******* *******, **** ** ***** ******. Furthermore, once online access is
  obtained, all borrowers can sign up for website access to review the mortgage
  information and statements.

  In regard to submitting your mortgage payments, we want to ensure you are aware
  of the multiple payment options available to you for added convenience. For further
  details, please refer to your mortgage statement.

  • Autopay: Allows you to have your payment automatically debited each month,
  from the checking or savings account of your choice. CrossCountry does not
  charge a fee to activate this service, and it can be set up via our website at
  ***************************************.
  • Automated Phone Payment (IVR): This is a pay-by-phone service provided
  through our automated phone system. There is no charge for this service and
  can be completed by contacting ************.
  • Website Payments: Allows you to sign in to your account anytime to make a
  payment via our online portal at **************************************.
  There is no charge for this service.
  • Mail Payments: With a check or money order, payments can be mailed to
  CrossCountry Mortgage, ** *** ******* ******* ** **********. Please
  include the loan number on the payment and allow adequate time for postal
  delays as the receipt and posting date will govern the assessment of late
  charges. One can also send payments via express or overnight mail to
  CrossCountry Mortgage, Attn: Payment Processing - ******* **** ******* ****** ***** **** *********** ** *****
  • Wire Transfer: Allows you to send payoff/reinstatement funds via wire
  transfer; however, please refer to your payoff statement for wiring instructions
  and/or visit our website at **************************************.
  • ********* Express Payment: Ensures same-day delivery of your payment
  to CrossCountry. You can visit your local ********* Agent or call
  ************** to locate a ********* location. Complete the payment form
  with your name, and CrossCountry loan number, and enter the receive code
  listed on your mortgage statement under “Payment Options”. Please note that
  these transactions typically require cash, and the ********* Agent may
  charge a fee for this service.
  • ******* ***** ***** *******: Ensures same-day delivery of your payment
  to CrossCountry. You can visit your local ******* ***** Agent or call
  ************** to locate a ******* ***** location. Complete the payment
  form with your name and CrossCountry loan number indicating Pay to:
  CrossCountry Mortgage, **** ***** **** ****** **. Please note that these
  transactions typically require cash, and the ******* ***** Agent may charge
  a fee for this service.

  Customer service is of the utmost importance, and we sincerely regret that your
  recent experience may have fallen short of your expectations. We view your feedback
  as an opportunity to evaluate and improve the service we provide to all customers.
  Our representatives are trained not only to be knowledgeable, but also courteous,
  transparent, and responsive. Rest assured that your comments have been forwarded
  to the appropriate department. Please accept our apologies for any inconvenience
  you may have experienced. Our goal is to provide you with the customer service you
  expect in the future.

  We hope that this additional clarification will help ease any reservations you may
  have about CrossCountry. Should you have any further questions or concerns
  regarding this matter, please feel free to contact our Legal Department’s Customer
  Relations Team at ************, Monday through Friday from 8:00 a.m. until 5:00
  p.m., Eastern Standard Time (EST), or by mail at **** ******** ******* ********** **** *****. You may also contact us via email at *********************. For
  further information regarding the servicing of your loan, please contact the servicing
  center’s Customer Service Department at ************. For further information you
  may also visit us on the web at ****************************.

  Best regards,
  Lauren ****
  Customer Relations Manager

  Customer response

  10/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I was contacted by my loan servicing company and they were able to get the issue resolved. 
  
  I really appreciate the option to come here and get help with this, thank you.
  
  ******* *******
  
  
  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a 100% Disabled Veteran and have received my property tax exemption from **** County ********. I have been working with Cross Country Mortgage since around February 2024 to have my escrow adjusted to reflect the exemption. I have called monthly for an update only to be given a different answer by every person I have spoken to. I have sent in the confirmation letter from the county stating that my property is exempt from all taxes. On three separate occasions, myself and a customer service representative have spoken on the phone to the **** County Tax Assessor's Office. They provided a verbal confirmation that my property is exempt from taxes. I have had numerous requests put into Cross Country's tax department to have the property tax removed. They continue to request the award letter and proof of my 100% rating which I have sent in multiple times. I again called on 9/10/24 to check on the status. We again called the county and verified that I am exempt only for Cross Country to tell me I will have to wait until the next tax bill comes out, which will be around April 2025. I have been paying over one thousand dollars extra into my escrow account for taxes I do not have to pay. When you request to speak to a Manager, you are told that if the resolutions team has already helped you, then that manager will not contact you. The negligence and complete disregard to helping customers is seriously disappointing.

  

  Business response

  09/25/2024

  Dear ******** *. *******:

  
  Thank you so much for reaching out to us. We received your concerns submitted by the Better
  Business Bureau (BBB) on September 10, 2024, and we are sharing with you what we found after an
  investigation into your concerns.

  
  Taxes

  
  In your correspondence, you stated that you are a 100% Disabled Veteran who has been granted a
  property tax exemption by **** County, ********. Since February 2024, You stated that you have been
  attempting to have Cross Country Mortgage adjust your escrow to reflect this exemption. Despite
  providing all required documentation and receiving verbal assurances from the county, you have
  encountered ongoing delays and inconsistent responses from the mortgage company. You have been
  overpaying by more than a thousand dollars into your escrow account for taxes that you are not liable
  for, and your request to speak with a manager have been repeatedly denied. You are now seeking a
  billing adjustment to rectify this situation.

  
  Tax Exemption

  
  After reviewing your account, we found that on March 12, 2024, you initially contacted us and advised
  that you are 100% exempt from property taxes; therefore, tax research was initiated to verify and
  update the tax information.

  
  On March 13, 2024, the tax research was completed. It was confirmed on the tax assessor’s website, that
  you had been granted a partial exemption for the Year 2023 taxes payable 2024 and the billing amount
  was not available to date. It was clarified that once the taxes are billed and paid in 2024,
  documentation for an approved 100% exemption must be provided by the homeowner and verified by
  the taxing authority to update a full exemption. It was confirmed that the tax line had been updated
  correctly.

  
  You called in on March 21, 2024, regarding the status of the tax exemption. You were informed of the
  results of the tax research dated March 13, 2024. It was advised that proof of 100% exemption
  
  CrossCountry Mortgage and *** ******* are brand name for ********** ******** ***.
  documentation was needed for further research. You stated that you did not have such
  documentation and requested to escalate the call. Therefore, the call was immediately connected to
  an Executive Resolutions Team (ERT) agent for further assistance.

  
  You were informed that you were approved for a partial exemption and to update the tax line to reflect
  a 100% exemption, documentation or confirmation from the taxing agency of a billing amount of $0.00
  was needed. You confirmed that you had received verbal notice from the taxing authority of an
  approved exemption and did not have documentation showing a billing amount of $0.00. As such, the
  agent conducted a conference call with the taxing authority to verify the billing amount for the Year
  2024 taxes. The county representative advised that you were approved for a tax exemption; however,
  the billing amount would not be $0.00 yet because there was a partial bill due in May 2024. The
  representative clarified that after the May 2024 bill was paid, it was anticipated that the next billing
  amount should reflect due in the amount of $0.00. You stated that you understood. Our records reflect
  that a case was opened and submitted detailing your concerns for review.

  
  On May 1, 2024, you called in about an escrow analysis conducted for a tax exemption. The status of the
  approved partial exemption was reiterated, and it was clarified that based on that tax status a partial
  bill would be due May 2024. Once the May billing was paid, it was expected that you would be fully
  exempt from property taxes in the annual amount of $0.00. It is important to note that tax
  assessments are conducted by the taxing authority. Per the original loan documents, CrossCountry
  Mortgage is required to pay the amount by the date due from the escrow account as billed by the tax
  assessor.

  
  On May 20, 2024, you called in and requested to pay the second installment due for taxes early;
  therefore, a tax research request was submitted per your request.
  The account shows on May 15, 2024, funds in the amount of $4,431.47 were disbursed from the escrow
  account for County Tax.

  
  The tax research was completed on May 21, 2024. It was verified via the website that the Year 2023
  payable 2024 1st installment was billed and paid in the amount of $4,431.47 and the 2nd Installment was
  due September 1, 2024 in the amount of $4,431.47 to be paid by the date due. In addition, it was
  confirmed that the you were approved for a partial tax exemption along with a request for
  documentation reflecting an approved 100% exemption to proceed with your request. As such, no
  further action was taken as the tax line had already been updated to reflect the exemption
  information.

  
  Our records indicate on June 5, 2024, you called in and requested an update regarding your previous
  tax request. You were advised of the results of the tax research completed on May 21, 2024. It is
  important to note that the prior tax research advised proof of 100% exemption was needed to update
  the line because it was still showing a partial exemption and a tax amount coming due in August
  2024. The agent should have advised taxes are paid from escrow 10 days prior to the due date and
  once the taxes were paid and proof of billing amount of $0.00 was verified the tax line could be
  updated and an out of cycle EA ran for any refund of escrow surplus. We apologize that all of your
  concerns were not addressed.

  
  On June 18, 2024, you called in and were immediately connected to an ERT agent per your request to
  escalate the call regarding the request to pay the taxes due August 2024 in advance due to an
  approved 100% tax exemption for Year 2024 payable 2025. You were informed that a tax research
  request was submitted and not guaranteed. The expectation was set that you would receive a follow
  
  CrossCountry Mortgage and *** ******* are brand name for ********** ******** ***.
  up call regarding the results of the research. Our records reflect that a case was opened and submitted
  detailing your concerns for review.

  
  The tax research was completed on July 25, 2024. It was confirmed that per the tax assessor’s website
  that you were approved for a partial disabled veteran exemption and the tax lines had already been
  updated accordingly. That same day, the agent called you to advise of the results of the research;
  however, the call attempt was unsuccessful due to an answering machine being reached; therefore, a
  voicemail message was left with a request to return the call. Additionally, the agent noted on the
  account that the research determined that we will not be paying the tax bill prior to the due date.
  That same day, you called in for an update regarding your tax bill request. You were informed that the
  tax bill would not be paid in advance and would be paid by the date due. Additionally, per your request,
  a request was submitted for a new analysis. The preliminary review reflected a reduction in the
  monthly payment and surplus.

  
  On July 26, 2024, a new analysis was generated with an effective date of August 1, 2024, which resulted
  in a payment change to $3,769.97 and a surplus amount of $3,434.64. An Escrow Statement along with
  attached surplus check (number **********) in the amount of $3,434.64 was sent to the mailing
  address on file.

  
  You called in on July 29, 2024, regarding the results of the analysis and stated the expectation for the
  account to reflect the status of 100% tax exempt. You were advised to send in documentation reflecting
  proof of 100% tax exemption. You called in a second time this day regarding the same request. It was
  reiterated that proof of 100% tax exemption was needed to proceed with your request.
  You called in on August 8, 2924, and advised of your intention to send in proof of 100% exemption. This
  information was noted on the account.
  On August 14, 2024 funds in the amount of $4,431.47 were disbursed from the escrow account for
  County Tax.

  
  You called in on August 21, 2024, and stated that you had been working for months to update the
  account to reflect a 100% tax exemption for the Year 2024 taxes which are paid in 2025. The agent
  conducted a conference call with (COUNTY). A representative with the taxing authority confirmed the
  full 100% tax exemption for Year 2024 payable 2025.

  
  On August 27, 2024 the tax research was completed. It was confirmed that the Year 2023 payable 2024
  1
  st and 2nd Installments were both billed and paid in the amount of $4,431.47 each. It was further
  confirmed that you were approved for a partial disabled veterans exemption and regarding a 100%
  exemption there was no documentation received for the parcel. Therefore, it was determined that the
  tax lines were set correctly and documentation was requested to verify the 100% exemption.
  On September 10, 2024, you called in to confirm the status of the tax update on the account. You were
  informed of the results of the previous tax research. You stated that you had already sent in proof of
  exemption and requested for the information to be updated on the account. Additionally, you
  requested to escalate the call; therefore, you were immediately connected to an Executive Resolutions
  Team (ERT) agent for further assistance. You expressed concern that the 100% tax exemption
  information had not been updated on the account to date. You were informed that the update was in
  process.
  
  CrossCountry Mortgage and *** ******* are brand name for ********** Mortgage LLC.
  Our records indicate we received tax exemption documentation on September 19, 292; therefore, the
  documents were forwarded to the Tax Team for review.
  The tax research was completed on September 20, 2024. It was determined that per the documents
  verified for tax Year 2024 payable 2025, you are approved for the 100% disabilities homestead
  exemption. Therefore, the tax line was updated correctly, and it was noted that an analysis was not
  needed.

  
  To date, the escrow account reflects the above referenced loan is escrowed for both taxes and
  insurance. The tax line reflects semi-annual installments next due May 31, 2025, as fully exempt in the
  amount of $1.00. Please be advised that the next annual analysis is scheduled for December 2024.
  We understand that you may have experienced misunderstanding or miscommunication during your
  previous contacts with CrossCountry Mortgage, LLC, and we appreciate the opportunity to clarify this
  matter.

  
  If you have any questions, please contact our Customer Service Department at 833-755-2066 or via mail
  at **** ***** ** *** ***** ******* *** ******* *********** ** *****. Our hours of operation are Monday
  through Friday from 7 a.m. to 8 p.m. (CT). Visit us on the web at **************************** for
  more information.

  I hope this information is helpful and addresses your concerns. If you have any specific questions about
  the information I have provided, please contact me directly, using the information below.

  Sincerely,

  
  Cara *****
  Customer Relations Specialist

  Customer response

  09/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** *******
  
  
  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been trying to get my tax refund of $710.41 that Maricopa Country sent to my mortgage company since February, 2024. Please see my attached letter that I am sending out today. I really don't know what the problem is with Cross Country Mortgage but for them to not be able to solve a simple problem like this, we'll there's something wrong.

  

  Business response

  09/17/2024

  
  Dear ***** *********:

  
  We received your concerns submitted by the Better Business Bureau (BBB) on September 3, 2024, and we are
  sharing with you what we found after an investigation into your concerns.

  
  Escrow Analysis

  
  In your correspondence, you stated that you have been attempting to retrieve your tax refund of $710.41, which
  Maricopa County dispatched to your mortgage company back in February 2024. Despite your persistent efforts,
  the problem persists, leaving you exasperated with CrossCountry Mortgage's failure to address what seems to be
  a straightforward issue. You are now seeking a refund of the disputed amount. We apologize for any
  inconvenience this may have caused.

  
  Upon examination of your account, it has been ascertained that the tax refund in question was disbursed by
  the taxing authority in January 2024 , before the servicing transfer to *** ******. Consequently, the refund was
  directed to the previous servicer, ********** ********* ***.

  
  The prior servicer has since confirmed that the refund was received in January 2024 but was not forwarded to
  *** ****** until July 29, 2024.

  
  Upon receipt, the refund was designated to your account as a County Tax Deposit effective April 18, 2024.
  Subsequently, on August 9, 2024 , an updated escrow analysis was conducted, leading to a payment
  adjustment to $1,429.39 effective September 1, 2024, and the identification of an escrow surplus of $330.14.
  Both an Escrow Disclosure Statement and a surplus check (number **********) were sent to you via regular
  mail. 

  Customer response

  09/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *********
  
  
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  CrossCountry Mortgage is whom we went with for our mortgage when purchasing a home. At the time of purchase an escrow account was setup for us an this escrow account has repeatedly failed to pay the insurance premiums. Because of this, we have now had to pay these premiums out of pocket even though we have already paid into escrow for them. In addition, CCM states they made a payment from escrow in one of the instances, yet the insurance carrier never received it. So, now our money is floating out there somewhere and we have no way to access it and CCM has been no help with the exception of one employee who unfortunately has not been able to get traction on our behalf.

  

  Business response

  08/21/2024

  Dear ****** ******:

  
  We received your BBB concerns regarding the hazard insurance policy for the loan number ending in
  0840 on August 9, 2024. However, our records reflect ****** ****** is not an Authorized Third Party on
  the account. Please note, that as a Deed of Trust signer, you are authorized to discuss when the next
  payment is due, the status of the loan, and the amount to cure the loan. For any further information, a
  signed Third Party Authorization is required. A Third-Party Authorization Form has been enclosed with
  this correspondence.

  
  The authorization must be signed and dated by the borrower. If no additional date is provided, the form
  will only be acceptable for 90 days. If the borrower would like the authorization to be in effect for longer
  than 90 days, they must indicate the desired timeframe. This form may be faxed to our Research
  Department at ***** ********.

  
  You have the right to access the document relied upon in this investigation. We have included this
  document for your records.

  
  • Third Party Authorization Form

  
  If you have any questions, please contact our Customer Service Department at ************ or via mail
  at **** ***** ** *** ***** ******* *** ******* *********** ** *****. Our hours of operation are Monday
  through Friday from 7 a.m. to 8 p.m. (CT). Visit us on the web at
  ************************************** for more information.

  
  I hope this information is helpful and addresses your concerns. If you have any specific questions about
  the information I have provided, please contact me directly, using the information below.
  Sincerely,

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am reaching to have a manager contact me in concern to a horrible homebuying experience I had with CrossCountry/my Loan Advisor, in concern to the lack of transparency and honesty provided during my homebuying process. As a first time homebuyer, I was hoping for honest and upfront answers, which I did not receive from my advisor, despite rewording my inquires many times over. For example; the day I wanted to lock in & buydown my interest rate (at its least expensive price point), I had to reach out to my realtor to push for my lock in rate to be addressed and finalized. Prior to her contacting my advisor, we went back and forth for an entire day — it was extremely stressful and should had never got to that point. Screenshots are attached for reference. Following this incident, I attempred to reach out to management regarding the matter on 07/04/24 and never received a response/follow up from CrossCountry. Again, this is ONE example of many. A couple weeks ago, I asked to buydown my rate to be lowered and was informed I did not have the option to do so. Had I would've been notified on this, I would have locked at a lower rate, which could've ultimately saved me thousands of dollars a year. I hope another client does not experience the same (half) service I did.

  Customer response

  10/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I attempted to get in contact with a manager or supervisor about my experience and treatment far before it escalated to this point, as mentioned in my email. Additionally, I have texts that I sent to my Realtor in regard to the discriminatory treatment I felt I was being subjected to. 
  **** then responding by twisting my own words against me and then victimizing the aggressor (*****) was extremely abhorrent. Its that same narrative and tone that intimated me from speaking out against ***** directly to her.
  
  
  Attached in the email are screenshots of our most recent exchange. I am shocked beyond words on how this whole matter has been handled.
  

  I want to appeal their findings.
  
  
  As per my call logs, I did not contact them on 07/04/24— it was on another date. 
  Additionally, their findings contradict the response I was provided by their VP via email. 
  
  
  Their findings also contradicts the evidence I have on hand, which they did not contact me or ask me for.
  
  Regards,
  
  ****** ********
  
  
  
  
   

  

  Business response

  10/10/2024

  10.10.24:

  Thank you for sharing your thoughts and concerns with us. We truly value feedback from our customers, as it helps us improve and ensure we are delivering the best possible service.
  After carefully reviewing your comments and reassessing our position, we would like to respectfully inform you that our stance on this matter remains unchanged. We understand this may not be the outcome you were hoping for, and we regret any frustration this may cause. We appreciate your understanding, and should you have any further questions or concerns regarding this matter, please feel free to contact our Legal Department's Customer Relations Team directly using the contact information presented in our prior response letter. Additionally, for optimal assistance and for your reference, we have provided a copy of the correspondence in question that was completed on July 4, 2024. Thank you again for your time and feedback. 

  

  Business response

  10/22/2024

  
  Dear ****** ***** ********:

  
  This letter is in response to your complaint filed with the Better Business Bureau
  (BBB) on August 6, 2024, and the Consumer Financial Protection Bureau (CFPB) on
  August 9, 2024, and directed to CrossCountry Mortgage, LLC (CrossCountry) on
  August 7, 2024, and August 9, 2024, respectively. I have been asked to respond to
  your concerns, and I appreciate the opportunity to do so.

  
  We take all complaints seriously and appreciate all the information you have
  provided. We thank you for allowing us the opportunity to investigate this matter
  further, as we pride ourselves on maintaining professionalism and being transparent
  with our customers. We value all our customers and hope to assist them in achieving
  the goal of owning a new home or refinancing a current home while adhering to
  federal guidelines.

  
  Obtaining a pre-approval is typically the first step in one’s journey of obtaining a
  mortgage loan; however, please be aware that a mortgage loan can be denied after
  further review of one’s credit and income profile, along with further review upon the
  receipt of additional information received during the loan review process. Final
  approval is subject to the underwriter’s review and approval involving a more detailed
  and thorough evaluation of one’s financial profile.

  
  Please understand that our loan officers do have other customers and responsibilities
  and may not respond immediately. We appreciate you choosing us to obtain a
  mortgage and are grateful for your feedback. Office hours at our ************** *** **** ******** ** **** **** ******* ***** **** ************** *** **** ***** are
  typically between 8:30 a.m. to 5:00 p.m., Eastern Standard Time (EST), Monday
  through Friday. Any contact after business hours is considered a courtesy to provide
  above-and-beyond customer service for our customers.

  
  Bear in mind that CrossCountry may suggest our employees try to conduct business
  at times and through means that are most convenient for the customer; however, it
  is not a mandatory requirement if it is outside of their business hours.

  
  Our records indicate that we reviewed you for a Federal Housing Administration (FHA)
  mortgage loan. We issued the initial loan documentation including but not limited to
  the initial Loan Estimate (LE) and the Acknowledgement of Intent to Proceed
  disclosure on May 28, 2024. The documentation disclosed the loan amount of
  $262,269 with an interest rate not yet locked at 7.125% for a buydown of 0.525%
  of the loan amount of $1,377, also referred to as the discount points. Additionally,
  we issued the *** **** Interest Rate Disclosure, which stated to contact our office
  during normal business hours to request a rate lock. The documentation was viewed
  and executed by you on May 29, 2024

  
  On June 12, 2024, around 11:06 p.m., you notified CrossCountry via text message
  that you would like to lock your interest rate at 6.688% for 0.946 points for $1,804.
  As it was after business hours, we were unable to submit your request until the
  following business day. On June 13, 2024, as further discussed with you and during
  business hours, we locked your interest rate. We then proceeded with generating
  updated documentation to reflect as such. We issued the revised LE, and Notice of
  Change Circumstances Reasons on June 17, 2024, disclosing the change in the
  amount financed and the locking of the interest rate. The revised LE also disclosed
  the loan amount of $262,269 with an interest rate locked at 6.688% for a buydown
  of 0.859% of the loan amount of $2,253. However, on June 19, 2024, we reached
  out via email and notified you that the revised documentation had an error, and an
  updated one will be sent over to you to sign.

  
  On June 19, 2024, we issued revised documentation, including the LE, Notice of
  Change Circumstances Reasons, and the *** **** Interest Rate Lock-In Agreement.
  The documentation disclosed the loan amount of $262,269 with an interest rate
  locked at 6.688% for a buydown of 0.688% of the loan amount of $1,804. The
  documentation was viewed and executed by you on June 27, 2024.

  
  On July 18, 2024, we issued the preliminary Closing Disclosure (CD) and the Notice
  of Change Circumstances Reasons disclosing updates made to settlement charges
  and the change in the amount financed. The documentation also disclosed the loan
  amount of $262,269 with an interest rate of 6.688% for a buydown of 0.688% of the
  loan amount of $1,804.41. The documentation was viewed and executed by you that
  same day. On July 23, 2024, we generated the closing documentation, including but
  not limited to the final CD. The closing documentation was viewed and executed by
  you on July 26, 2024.

  
  Please know that the figures disclosed prior to the closing of the loan may be subject
  to change throughout the loan review based on the information received at that time
  from you as well as from any third parties, such as the title company or appraisal
  company. However, depending on what changes may be needed prior to closing, you
  were properly notified within federal guidelines.
  
  Additionally, please understand that there are periods during the loan process when
  a loan officer will not be able to provide a status update, due to another department
  being in the process of reviewing the loan. Once that review is completed, that
  department will then inform the loan officer. This may take up to 48 hours to allow
  the other department their allotted time to complete a review. For example, when a
  file is sent to an underwriter, the underwriter will complete their own review and
  typically does not contact the loan officer until it is either completed or if more
  information is needed. If more information is needed, it may result in a resubmission
  for review with that department upon receipt of that information.

  
  Furthermore, updated documentation may be requested during the loan process due
  to prior documentation submitted being expired or set to expire, and additional
  documentation may be requested providing clarification for documents previously
  submitted. Please know that we are required to obtain certain documentation and
  updated documentation to remain within federal guidelines.

  
  We understand a mortgage loan review may be lengthy and would assure you that
  we are committed to working with our customers who seek a mortgage loan. Our
  ability to help is dependent on the information that is provided to us for evaluation.
  The information that was provided to you was based on the information received by
  CrossCountry at that time.

  
  Moreover, delays and updates may occur during a review as there are periods during
  the loan process that require information from a third party, such as the settlement
  company, attorneys, insurance company, and appraisal company.

  
  Regarding your comment about being unresponsive on July 4, 2024, please note that
  this was a federal holiday, and our employees were not required to conduct business
  that day. However, our records indicate that we replied 7 times via email on July 4,
  2024, to your questions.

  
  Regarding your August 8, 2024, request to Loan Officer ***** ******* for information
  on lowering your interest rate to 6% through a loan buydown, which was based on
  her June 14, 2024, text about re-locking the rate within 15 days of closing, we’d like
  to clarify that the message was intended to refer to the period up to 15 days before
  closing. Once the loan has closed, its terms cannot be modified. We apologize for any
  confusion this may have caused and have addressed the need for clearer
  communication with Ms. *******.

  
  Customer service is of the utmost importance, and we sincerely regret that you feel
  your personal experience may have fallen short. Our representatives are trained not
  only to be knowledgeable, but also courteous, transparent, and responsive. As you
  expressed dissatisfaction with our Loan Officer, ***** *******, we intend to continue
  monitoring Ms. *******’s interactions with our customers to ensure they meet our
  quality standards and compliance.
  
  Furthermore, we have corresponded with Ms. ******* for additional coaching to
  ensure she understands our customer service standards and expectations. Please
  accept our apologies for any inconvenience you may have experienced. We view your
  feedback as an opportunity to evaluate and improve the service we provide to all
  customers. Your comments have been forwarded to the appropriate department. Our
  goal is to provide you with the customer service you expect in the future.
  Additionally, please know that we recognize the correspondence between you and
  Ms. ******* regarding your ability to obtain your new home could have been
  perceived as dismissive and unprofessional, and we sincerely apologize for any
  discomfort it may have caused you. However, after careful consideration of the
  details, we must respectfully deny your claim that this interaction was discriminatory.
  While we acknowledge the communication was not up to our standards, we found no
  evidence that Ms. *******’s remarks were motivated by discriminatory intent.
  CrossCountry is committed to providing mortgage services to diverse communities
  and customers on equal opportunity bases.

  
  We hope that this additional clarification will help ease any reservations you may
  have about CrossCountry. Should you have any further questions or concerns
  regarding this matter, please feel free to contact our Customer Relations Team at
  ************, Monday through Friday from 8:00 a.m. until 5:00 p.m., Eastern
  Standard Time (EST), or by mail at **** ******** ******* ********** **** *****.
  You may also contact us via email at *********************.

  
  Best regards,

  
  Lauren ****
  Customer Relations Manager

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been with Cross Country mortgage for over five years. My payments were on auto pay. Never late. The auto pay was generated from ***** Bank. An error occurred at ***** Bank, and double payments of $1469.34, 2 times in June 2024 ***** said they couldn’t do anything because both checks were cashed.by crosscountryortgage. They gave me trace numbers and ID numbers for both. I called Cross Country they sent me back one payment of $1469.34. They kept the other payment of $1469.34.This happened June.Ever since then they have been rejecting Payments insisting I still owe for June. I had a 3 way conversation with Cross country, ***** Bank and myself and completely took care of it over the phone. i’ve repeated this call multiple times. They apologize and insist did it was fixed. This was six weeks ago. They will not stop harassing me. I am now being threatened with eviction. I’m a 69 year old disabled senior. I have a bad heart. Also in wheelchair. I have called multiple times. Probably in the 20s by this point. Since June 4. Every time I speak with them I have to start over. It’s finally gotten me physically sick. I’m now under doctors care for anxiety and depression. They still keep rejecting my payments from the bank. I have to actually call them sit on the phone for 30 to 40 minutes to get a representative which then gives me a person and they take my payment over the phone. They won’t put it on auto pay. They won’t let me pay it from my bank to them directly. They harassed me daily. I can’t take it anymore. It’s making me I'll. My blood pressure spiked off the chart today after speaking with them I nearly went to the hospital.They treat me like I’m a criminal when in reality they have been paid up completely up to this data and are intimidating me. I have proof of June payment Iof July payment And August payment.They just won’t stop.They destroyed my credit. 111 points. I'm seeking a lawyer now.

  

  Business response

  09/03/2024

  
  We received your concerns submitted by the Better Business Bureau (BBB) on August 6, 2024, and we
  are sharing with you what we found after an investigation into your concerns.

  
  Payment Processing – June 2024
  In your correspondence you stated in June 2024, a mishap at ***** led to two payments of $1,469.34
  each being deducted and processed by Cross Country Mortgage. Although one of these payments was
  returned to you, the other was not, and since then, your subsequent payments have been declined by
  CrossCountry Mortgage, which claims you still owe for June 2024. You state despite numerous attempts
  to resolve this, including a joint call with ***** and CrossCountry Mortgage, the problem persists. This
  has resulted in threats of eviction and considerable distress, impacting your health. You are now seeking
  a correction in billing, an update to your credit report, and an end to the ongoing harassment and
  emotional distress. We apologize for any inconvenience this may have caused.

  
  After reviewing your account, we found that on June 6, 2024, a payment was received via electronic bill
  pay through your banking institution and was applied to the June 2024 monthly contractual payment
  (MCP). On June 7, 2024, you called in and informed us that a duplicate payment was unintentionally sent
  in and requested a refund of the payment. The agent advised that per our records one payment was
  received and posted to the account on June 6, 2024. The agent advised that bank confirmation of a clear
  payment was required to refund the payment and conferenced in your banking institution for
  assistance. The bank representative stated the bank record showed two payments were sent via check.
  The first on June 4, 2024, and a second on June 5, 2024, and that both checks had already cleared;
  therefore, a stop payment could not be placed on the tendered payments by your banking institution.
  Our records show, the agent submitted a refund request for the payment posted to the account on June
  6, 2024, in the amount of $1,648.34, and set the expectation that the refund would automatically be
  deposited back to your bank account. It is important to note that while the banking institution confirmed
  that two (2) payments were sent and cleared, there was no evidence of two (2) payments being posted
  to the above-mentioned account. Additionally, the payment received on June 6, 2024, in the amount of
  
  CrossCountry Mortgage and *** ******* are brand name for ********** ******** ***.
  $1,648.34 was received by check. As such, the refund of this payment was issued by check and sent to
  you via regular mail accordingly. Subsequently, funds in the amount of $1,648.34 were reversed and
  removed from the account. The account remained due for June 1, 2024, in the amount of $1,648.34. It is
  important to note that despite confirmation from your banking institution of two payments being made,
  the account record shows one payment was received via Bill Pay through your banking institution and
  posted to your account in June 2024. We apologize that your request for a refund of a duplicate payment
  was not properly handled.

  
  Please be advised Proof of payment in the form of copies of the front and back of both cashed checks
  along with bank statements for the months of June 2024 and July 2024 are needed to proceed with a
  missing money request to locate a second payment made in June 2024.

  
  Payment Processing – July 2024
  Our records show three (3) payments were received during the month of July 2024. The first payment
  was received via the website on July 16, 2024, per the account information entered via your secure online
  account. The second payment was processed over the phone with an agent on July 17, 2024, with your
  authorization to use the bank account information on file from the previous payment. A third payment
  was received via the website on July 22, 2024, per the account information entered via your secure online
  account. Each payment in the amount of $1,469.34 was applied to the account accordingly as the June
  2024, July 2024 and August 2024 MCPs. The account was next due for September 1, 2024.
  Our records show in response to your payment processing inquiry, received on July 8, 2024, a letter dated
  July 17, 2024, was sent to you advising that we did not find any error in your payment history, and stated
  we received two (2) payments on June 6, 2024. The letter stated that one payment of $1,469.34 was
  returned via check number 202821316 and as a result, the June 2024 payment was not received until July
  16, 2024. It is important to note that a full review of our records concluded we received one payment
  only in the amount of $1,469.34 via our payment processing system on June 6, 2024, which was refunded
  and returned to you via check on July 11, 2024. We apologize that this letter provided you with incorrect
  information.

  
  A further review determined on July 20, 2024, we received notification from your banking institution that
  the payment received on July 16, 2024, in the amount of $1,469.34 was returned because they were
  unable to locate the account number. As a result, the funds received on July 16, 2024, were reversed and
  removed from the account. and the payments received on July 17, 2024, and on July 21, 2024, were
  reversed and reapplied to the June 2024 and July 2024 MCPs. The account was next due for August 1,
  2024.

  
  On July 22, 2024, we received notification from your banking institution that the payment received on
  July 17, 2024, in the amount of $1,469.34 was returned because they were unable to locate the account.
  As a result, the funds received on July 17, 2024, were reversed and removed from the account and the
  payment received on July 21, 2024, was reversed and reapplied to the June 2024 MCP. The account
  remained due for July 1, 2024.

  
  A full review of the payments received during the month of July 2024, determined that the payments
  received on July 16, 2024, and July 17, 2024, were both processed using an incorrect bank account
  number that included an extra digit that was initially entered via the website on July 16, 2024, and
  therefore were returned. The payment received on July 22, 2024, was processed using the correct bank
  account number, which was entered via the website on July 21, 2024, and was processed successfully.
  
  CrossCountry Mortgage and *** ******* are brand name for ********** ******** ***.
  On August 5, 2024, you called in to make a payment over the phone with an agent and provided updated
  bank account information to process the payment. Funds in the amount of $1,469.34 were posted the
  same day and applied to the July 2024 MCP. The account was next due for August 1, 2024.
  Our records show correspondence was sent to you dated July 2, 2024, and July 10, 2024, in an effort to
  contact you to advise that our records indicated that your payments were being sent to an outdated Bill
  Pay online banking payment address, to resolve the delinquency of the account and/or to offer
  assistance in the event you were having financial difficulty. It is important to note that if a delinquency is
  not cured, the servicer may begin foreclosure proceedings; however, there is no evidence that the abovementioned account was referred to foreclosure. To date the account remains due for August 1, 2024,
  payment in the amount of $1,469.34.

  
  On August 27, 2024, and on August 28, 2024, a Customer Relations agent called you to offer further with
  your payment processing concerns. However, our call attempts were unsuccessful due to an answering
  machine being reached. Therefore, voicemail messages were left with a request to Call CrossCountry
  Mortgage.

  Credit Reporting

  
  Please be advised that under section 15 U.S.C. 1681s-2(a) (1) of the Fair Credit Reporting Act (FCRA),
  ********** is required to report complete and accurate information to all credit bureaus. If the current
  full contractual monthly payment is not received by the last date of the current month, the credit report
  will be updated to reflect the account as past due. However, the account is considered past due with
  ********** if the payment is not received by the 16th of the month, and late fees may be assessed.
  The payment history appears to be reported accurately to the main credit repositories. If you have
  documentation that substantiates that any of the information reported by us on the credit report is
  incorrect, please provide the detailed information for review. Please include a copy of your credit report
  indicating the specific months you feel were reported in error. Please also include bank statements to
  show proof of payments submitted for the months you feel were reported in error. You may submit your
  documents and request to **************************************. Please include the loan number
  with your request.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In a home purchase process, I was referred to loan officer ****** **** by her friend which was the listing agent. From start to finish ****** consistently ensured that she could close the loan. During the process ****** began to have personal issues with her dependent mother falling ill. Concurrently, I received a conditional approval that required more detailed information. ****** began to get less responsive, thus delaying the underwriting process. As the loan became more complex, I told ****** that I thought it was best I withdraw to protect my earnest money. She consistently stated that the loan would close and stated via text message to stay the course it was almost completed. As the finance contingency date approached, ****** was unresponsive to myself and my agent often sending brief messages that we just have to let the underwriter complete the process. Repeatedly she ensured that the loan would close. I also informed her multiple times that I wanted to have a decision prior to my two-week international travel. She assured that the loan would close by June 18th. Ultimately, the loan was declined. I received the information from my agent who received an email from the listing agent. I was never notified of the loan declination in writing. After hearing the decision from my agent, I followed up with ******. ****** sent me a text message stating that the loan still needed work and be patient. I told her the listing agent sent an email stating it was declined. Her reply her mother was in the hospital, so she has been a blur the past few days. To date I have not received written notice. I have requested that CrossCountry refund the $3500 earnest money deposit because they did not give me adequate and correct information. The agent dealing with personal issues and championing herself as "the lending Queen who can close anything" led to poor decisions and lack of transparency concerning the state of the loan which caused me to lose my earnest money.

  

  Business response

  09/23/2024

  Dear ******** * **********:

  
  This letter is in response to your complaint filed with the Better Business Bureau
  (BBB) on July 23, 2024, and directed to CrossCountry Mortgage, LLC (CrossCountry).
  I have been asked to respond to your concerns, and I appreciate the opportunity to
  do so.

  
  We take all complaints seriously and appreciate all the information you have
  provided. We thank you for allowing us the opportunity to investigate this matter
  further, as we pride ourselves on maintaining professionalism and being transparent
  with our customers. We value all our customers and hope to assist them in achieving
  the goal of owning a new home or refinancing a current home while adhering to
  federal guidelines.

  
  Obtaining a pre-approval is typically the first step in one’s journey of obtaining a
  mortgage loan; however, please be aware that a mortgage loan can be denied after
  further review of one’s credit and income profile, along with further review upon the
  receipt of additional information received during the loan review process. Final
  approval is subject to the underwriter’s review and approval involving a more detailed
  and thorough evaluation of one’s financial profile.

  
  Our records indicate that we issued the initial loan disclosures, including but not
  limited to, the initial Loan Estimate and Acknowledgement of Intent to Proceed on
  June 4, 2024. The documentation was viewed and executed by you that same day.
  
  On or around June 5, 2024, we received a copy of the completed appraisal report
  transferred from your prior lender’s, **** ******* ****** *****, loan review, for
  subject property **** ******* ******* ****** ******** ******* *****. That same day,
  the file forwarded to the Underwriter for their initial review.

  
  During the loan process, there are periods when a Loan Officer will not be able to
  provide a status update, due to another department being in the process of reviewing
  the loan. Once that review is completed, that department will then inform the Loan
  Officer. This may take up to or around 48 hours to allow the other department their
  allotted time to complete a review. For example, when a file is sent to the
  Underwriter, the Underwriter will complete their own review and typically, does not
  contact the Loan Officer until it is either completed or if more information is needed.
  If more information is needed, it may result in a resubmission for review with that
  department upon receipt of that information.

  
  Upon reviewing the file, on June 7, 2024, the Underwriter provided conditions
  required to be cleared in order to move forward with the loan review. On June 10,
  2024, we issued the preliminary Closing Disclosure (CD) and the Notice of Change
  Circumstances Reasons, disclosing updates made to settlement charges. This
  documentation was viewed and executed by you that same day. Upon receiving
  additional information, on June 12, 2024, the Underwriter provided updated
  conditions required to be cleared in order to move forward with the loan review.
  Upon receiving further information and/or documentation in an attempt to clear the
  conditions, the documentation provided revealed additional conditions that required
  further investigation. This is a standard part of the underwriting process, as each
  piece of information may lead to new requirements. Unfortunately, during the deeper
  review and additional information, it was discovered that you no longer met the
  qualifications for the mortgage loan. Additionally, we discovered that you had a Small
  Business Administration (SBA) loan under a hardship repayment plan, which was not
  disclosed prior. Furthermore, there were delinquencies associated with that loan.
  On June 26, 2024, we issued the Statement of Credit Denial, Termination, or Change
  notice disclosing the denial of the mortgage application with CrossCountry because
  of delinquent past or present credit obligations with others, insufficient assets, and
  CrossCountry not granting credit to any applicant on the terms and conditions you
  have requested. We have enclosed a copy of this notice for your reference.
  We understand a mortgage loan review may be lengthy and/or demanding and assure
  you that we are committed to working with our borrowers who seek a mortgage loan.
  Please understand that our ability to help is dependent on the information that is
  provided to us for evaluation. Any updates, requests for additional documentation,
  and/or clarification required during the loan review were due to the receipt of
  additional documentation and presented to you in a timely manner. Please know that
  we are required to obtain certain documentation and updated documentation in order
  to remain within federal guidelines.
  
  Regarding your request for reimbursement of your earnest money, please know that
  CrossCountry holds no responsibility for a purchase contract, as that agreement is
  made with you, your agent, the seller, and the listing agent for the subject property.
  Information and/or deadlines set forth by a purchase contract are not binding to
  CrossCountry, as we are required to adhere to federal guidelines when providing a
  mortgage loan. As such, we are unable to honor your request for reimbursement of
  your earnest money.

  
  Customer service is of the utmost importance, and we sincerely regret that you feel
  your personal experience may have fallen short. We view your feedback as an
  opportunity to evaluate and improve the service we provide to all customers. Our
  representatives are trained not only to be knowledgeable, but also courteous,
  transparent, and responsive. As you expressed dissatisfaction with our Loan Officer,
  ******* ****, we intend to continue monitoring Ms. ****’s interactions with our
  customers to ensure we display the utmost customer service. Additionally, we
  provided counseling to Ms. **** regarding communication expectations. Please
  accept our apologies for any inconvenience you may have experienced. Your
  comments have been forwarded to the appropriate department. Our goal is to provide
  you with the customer service you expect in the future.
  
  While we realize our prior service may not have aligned with your expectations, we
  hope that this additional clarification will help ease any reservations you may have
  about CrossCountry. Should you have any further questions or concerns regarding
  this matter, please feel free to contact our Legal Department’s Customer Relations
  Team at ************, Monday through Friday from 8:00 a.m. until 5:00 p.m.,
  Eastern Standard Time (EST), or by mail at **** ******** ******* ********** **** *****. You may also contact us via email at *********************.

  
  Best regards,

  
  Lauren ****
  Customer Relations Manager

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please remove state property taxes from mortgage payments. I have submitted all requested documents and this company AGAIN refuses to remove state property taxes from my mortgage payments. As we have discussed before I am 100% tax exempt from state property taxes. Loan # **********

  

  Business response

  08/27/2024

  Dear **** *. ******:

  We received your concerns you submitted to the Better Business Bureau (BBB) on July 17, 2024, and we are sharing with you what we found after an investigation into your concerns. Property Taxes In your correspondence you request to have the property taxes removed from your escrow account. You state you submitted the documentation that was needed, and CrossCountry Mortgage refuses to remove the property taxes. You stated you are 100% exempt from taxes, and provided your loan number. After reviewing your account, we found that on March 26, 2024, Ms. ***** ****** called CrossCountry Mortgage and asked that the property taxes be removed. The representative submitted a request to have the property taxes removed. On April 4, 2024, the Research Department determined that the property taxes could not be removed from your account due to the Loan-to-Value Ratio being above the 80% requirement. On July 15, 2024, you called CrossCountry Mortgage and advised you were exempt from property taxes and requested your escrow account be updated. The representative submitted an inquiry to the Tax Department. On July 17, 2024, the Tax Department confirmed that you had a 100% veteran exemption and updated your escrow account to reflect the exemption. At that time a request was submitted to have an Escrow Analysis completed. On July 22, 2024, an out-of-cycle escrow analysis was completed with the payment changes taking effect on August 1, 2024. The analysis determined that the property taxes were $0.00, the homeowner’s insurance premium $4,062.00, and private mortgage insurance premium $1,442.52 totaling the disbursements to $5,504.52. The total disbursements were divided by 12 months and the base escrow portion was calculated to be $458.71. The analysis determined that your escrow account would have a shortage of $320.55 and the shortage was spread over 12 months to ensure enough escrow funds are collected. As such $26.71 was added to your monthly payment. The monthly payment was calculated as follows: principal and interest $3,319.10, base escrow $458.71, shortage spread $26.71 totaling the monthly payment to $3,804.52.

  You have the option to pay the shortage of $320.55 in full and the monthly

  payment will decrease to $3,777.81. Please allow 3 to 5 business days for an escrow statement to be
  generated and mailed to you. Additionally, please allow 48 hours for the online account to update and
  reflect the new monthly payment of $3,804.52.

  
  Please keep in mind that the escrow portion of your payment is designed to pay anticipated tax bills and
  premiums for homeowner's insurance. The monthly payment for escrow is based on the most recent
  information regarding your property taxes provided by the taxing authority and upon the homeowners
  insurance annual premium. The reserve requirement is an additional amount that eliminates the
  possibility of a deficit in your escrow account and is allowable by Section 3 of your Note and can equal
  up to 16.60% of the total amount being collected for the escrowed items. If there is a shortage in your
  escrow account, payments to recover the deficit are spread across twelve equal payments.

  At this time the loan is due for the August 2024 monthly payment of $3,804.52. Our records indicate that
  your Automated Clearing House (ACH) monthly payment will draft on August 1, 2024.. We appreciate the
  opportunity to clarify this matter. 

  If you have any questions, please contact our Customer Service Department at ************ or via mail
  at Lake Vista 4, 800 State Highway 121 Bypass, Lewisville, TX 75067. Our hours of operation are Monday
  through Friday from 7 a.m. to 8 p.m. (CT). Visit us on the web at **************************** for
  more information.

  I hope this information is helpful and addresses your concerns. If you have any specific questions about
  the information I have provided, please contact me directly, using the information below. 
  

  
  

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I and our 4 month old daughter at the time went to the *** ********* location to purchase a mobile to put on our land (there is an existing manufactured home on the property which is my mother in laws house.) we started this process in August of 2023 there was some bumps in the road with signing the land over to us… fair. We closed on our loan with ***** on 12/29/23. ***** was bought out by CCM. Found out in 2024 ******* did not do their due diligence with our county and our county found that subdividing the land was not allowed. Instead of ******* handling anything I had to take time off work and meet with our commissioner and the development department. They said it would take 12 months just to decide if they can provide water because of the way our loan was set up. (Why didn’t ******* figure any of this out before closing.) Our sales person moved to a different location and the lender told us if we don’t figure it out they will foreclose on our land. The lender then gets bought by Cross Country Mortgage and our lender said he spoke with his EVP who went before a committee and asked to give us the exception to fund a loan with two manufactured houses on the property and we were told this was a GO. Come June of 2024 our lender says we were closing at the end of the month and told our contractor to go ahead and take our place out of line for the 12 month study. He calls us 07/03/2024 saying we they can’t do a loan with two manufactured homes and that we will have to do the 12 month study, do a modular and MAYBE CCM will fund that, or forclose. Called ******* to ask for the mechanics lien to be removed and to be done with this whole mess and run around. Our lender says we owe $18k and that he hasn’t been paid. Paid for what? There’s nothing to show for it. ******* should’ve done their due diligence and the lender should’ve checked to make sure everything was done correctly. And now no one can answer their phone and A YEAR LATER WE STILL HAVE NO HOME!

  

  Business response

  09/03/2024

  Dear ******* ****** ***** and ***** ****** ***** ***:

  
  This letter is in response to your complaint filed with the Better Business Bureau
  (BBB) on July 5, 2024, and directed to CrossCountry Mortgage, LLC (CrossCountry)
  July 8, 2024. This letter is also in response to your letter to our Chief Executive Officer
  (CEO), ****** ********* **, and directed to our Legal Department’s Customer
  Relations Team on July 8, 2024. I have been asked to respond to your concerns, and
  I appreciate the opportunity to do so.

  
  We take all complaints seriously and appreciate all the information you have
  provided. We thank you for allowing us the opportunity to investigate this matter
  further, as we pride ourselves on maintaining professionalism and being transparent
  with our customers. We value all our customers and hope to assist them in achieving
  the goal of owning a new home or refinancing a current home while adhering to
  federal guidelines.

  
  Please be aware that a mortgage loan can be denied after further review of one’s
  credit and income profile, along with further review upon the receipt of additional
  information received during the loan review process. Final approval is subject to the
  underwriter’s review and approval involving a more detailed and thorough evaluation
  of one’s financial profile.

  
  Our records indicate that we attempted to review you for a mortgage loan with
  CrossCountry, beginning around May 8, 2024. After further review, it was found that
  CrossCountry was unable to offer a loan program that fell within our guidelines that
  aligned with your request. Therefore, we offered alternative solutions in order to
  move forward. However, on or around July 20, 2024, we received your request to
  withdraw your loan application with CrossCountry.
  
  Regarding your concerns related to the review that took place with *****, please
  be aware that CrossCountry and ***** are separate entities. While CrossCountry
  acquired ***** around January 2024, CrossCountry did not purchase *****
  mortgages, nor does CrossCountry have an interest in the same.
  As your mortgage loan closed with ***** around December 29, 2023, per the
  information you provided with the complaint, the review for that loan was not with
  CrossCountry. Therefore, we are unable to speak on their behalf regarding your loan
  that you stated closed with *****.

  
  Customer service is of the utmost importance, and we sincerely regret that you feel
  your personal experience may have fallen short. We view your feedback as an
  opportunity to evaluate and improve the service we provide to all customers. Our
  representatives are trained not only to be knowledgeable, but also courteous,
  transparent, and responsive. Please accept our apologies for any miscommunication
  you may have received. Your comments have been forwarded to the appropriate
  department. Our goal is to provide you with the customer service you expect in the
  future.

  
  We hope this response provides you with the clarification you were seeking regarding
  your concerns. Should you have any further questions or concerns regarding this
  matter, please feel free to contact our Customer Relations Team at ************,
  Monday through Friday from 8:00 a.m. until 5:00 p.m., Eastern Standard Time (EST),
  or by mail at **** ******** ******* ********** **** *****. You may also contact
  us via email at *********************.

  
  Best regards,

  
  ****** ****
  Customer Relations Manager

• Initial Complaint

  06/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cross country switched service providers with immediate effect back in February requiring all customers to send payments to a new address. My bank's bill pay has a relationship with Cross Country and they send payment via ACH. I was told that Cross Country works with the 3rd party bill pay service to make the changes. It turns out that all bank customers payments were being denied and that late fees were tacked on to all these people's bills. There was no notification that payments were being denied. Cross Country specifically made a change with no planning and maximum effect to get service/late fees. Customer service is also now non-existent. New website shows none of my payment history because that is the old service provider. I can't see or pay my current bill on the website until last month's bill actually clears. (not just paid). This is a clear case that Cross Country is in for the junk fees. I have notified my Senator, Elizabeth Warren, and the CFPB about their practices.

  

  Business response

  07/23/2024

  
  Dear ******** ****** and **** ******:
  We received your correspondence on July 2, 2024, through the Consumer Financial
  Protection Bureau (CFPB) and Better Business Bureau (BBB), and we are sharing with you
  what we found after an investigation into your concerns.
  Payments
  Pursuant to the letter dated January 17, 2024, that was previously sent to you, the servicing of
  your mortgage loan was transferred from Dovenmuehle Mortgage Inc., who was subservicing
  the loan under a contractual agreement with CrossCountry Mortgage, LLC, to CrossCountry
  Mortgage, LLC as of February 1, 2024. The enclosed letter dated February 9, 2024 that was also
  previously sent to you with information that under federal law, during the 60-day period
  following the effective date of the transfer of the loan servicing, a loan payment received by the
  prior servicer on or before its due date may not be treated by the new servicer as late and a late
  fee may not be imposed on you. Please note that at the time of the loan serving transfer, the
  account was contractually due for the March 1, 2024 mortgage payment.
  The above referenced letter also provided you with information that if you use automatic
  billpay through your bank, the payee information would need to be updated to:
  CrossCountry Mortgage
  P.O. Box 650783
  Dallas, TX 75265
  
  CrossCountry Mortgage and *** ******* are brand name for ********** ******** ***.
  It was also advised that you update the account number to your new CrossCountry Mortgage
  loan number that is used in your billpay program. The letter provided you with our payment
  options, that included registering online at ************************************** to
  make one-time online payments or set up recurring monthly drafts with autopay, by mail to
  CrossCountry Mortgage, PO Box 650783, Dallas, TX 75265-0783, and by phone at ************,
  using our automated system.
  During the first 60 days after the transfer date, the previous servicer forwarded any payments
  they received to us, and you were advised that we would apply the payment(s) to your loan.
  Please see how the funds that we received were applied to your loan.
  • Funds in the amount of $3,630.50 were received on February 23, 2024, and were applied
  toward the March 1, 2024 monthly payment.
  • Funds in the amount of $3,630.50 were received on March 22, 2024, and were applied
  toward the April 1, 2024 monthly payment.
  • Funds in the amount of $3,637.84 were received on April 23, 2024, and were applied
  toward the May 1, 2024 monthly payment.
  Due to the June 1, 2024 monthly payment not being received within the timeframe allowed,
  the account was assessed a late fee in the amount of $82.02 on June 18, 2024. However, the late
  fee was reversed on June 28, 2024. On the same day, ******** ****** spoke with a
  CrossCountry Mortgage agent regarding billpay concerns. The agent advised Mr. ****** that
  we were not in receipt of the June 1, 2024 monthly payment at that time, and that no payments
  had been reversed from the account. The agent also provided Mr. ****** with information
  regarding how to log onto our website and make a payment. Our records show that we
  received funds in the amount of $3,637.84 on the same day. These funds were submitted
  through our website and applied toward the June 1, 2024 monthly payment. Additionally, funds
  in the amount of $3,772.57 were received on July 3, 2024, electronically through your bank’s
  billpay program.
  Please note that your online account makes it easy to make one-time online payments, view
  your current balance, payments due, escrow information, or account documents. The date the
  Mortgage Loan Statements are generated will vary depending on the date the existing
  mortgage payment is received. Mortgage Loan Statements are typically generated within the
  first 4 business days of the month if the current payment has been received before the first day
  of the month. We have enclosed the prior servicer loan history for your reference.
  Please be assured your trust and business are very important to us and your positive experience
  is our priority. While we realize our service may not align with your expectations, it is our hope
  that this additional clarification will help ease any reservations you may have about
  CrossCountry Mortgage. Upon receipt of this correspondence, the above-mentioned loan and
  related documents were reviewed and found to comply with all state and federal guidelines
  that regulate them. As such, the above-mentioned loan account will continue to be serviced
  
  CrossCountry Mortgage and *** ******* are brand name for ********** ******** ***.
  appropriate to its status. As of the date of this letter, the account is due for the August 1, 2024
  monthly payment, and does not currently have a late fee balance or any other fees due as
  stated in your correspondence.
  If you have any questions, please contact our Customer Service Department at ************ or
  via mail at Lake Vista 4, 800 State Highway 121 Bypass, Lewisville, TX 75067. Our hours of
  operation are Monday through Friday from 7 a.m. to 8 p.m. (CT). Visit us on the web at
  ************************************** for more information.
  I hope this information is helpful and addresses your concerns. If you have any specific
  questions about the information I have provided, please contact me directly, using the
  information below.

  
  Sincerely,
  John *****
  Customer Relations Specialist
  CrossCountry Mortgage, LLC

*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. ↩