CrossCountry Mortgage LLC

I am filing a complaint regarding significant servicing failures by XXXX XXXX / CrossCountry Mortgage that resulted in financial harm, extensive time burden, and inconsistent and potentially unlawful handling of required borrower information. XXXX. Improper handling of a payment cancellation request Last week, I contacted XXXX XXXX ( XXXX separate times via chat and phone ) to cancel a payment that had been submitted with a regular payment + extra principal. Each representative assured me that the payment would not process and that the cancellation was completed. Despite multiple confirmations, the payment was still processed and caused my bank account to overdraft. XXXX. Extensive time burden without resolution I spent hours each day attempting to correct this issue. On XXXX alone, I was in a chat session for almost XXXX hours. Representatives repeatedly transferred me, contradicted each other, or failed to explain what happened. XXXX.…

Read full complaint at CFPB →

I am filing a complaint regarding my mortgage servicers failure to properly remit escrowed property taxes. I purchased a property in XXXX XXXX, South Carolina at the end of XX/XX/XXXX. At closing, the full amount of the property taxes was collected from me and placed into escrow with the understanding that the mortgage servicer would pay the taxes on my behalf. I was later informed by the servicer that the taxes were paid on XX/XX/XXXX, in the correct amount. However, after contacting the XXXX XXXX tax office, I was informed that : The taxes are still showing as unpaid There is no record of payment being received There has been no communication from the mortgage servicer regarding this payment Beginning in late XX/XX/XXXX, I made multiple attempts to resolve this issue with the mortgage servicer. Since my initial inquiry, I have had three separate conversations via chat with the general support team, and each time I was told the issue was being escalated internally.…

Read full complaint at CFPB →

I went to go pay my mortgage that was due on XX/XX/XXXX and found out that my mortgage had been transferred to Cross Country Mortgage. We got their number and called on XX/XX/XXXX asking for more information. We were told we would get a letter. The next week, we got a letter and were told we would not be able to sign on to the website to access the loan until after XX/XX/XXXX. After XXXX I tried to sign on to the account and got an error code XXXX. I called the customer service line and had issues with their automatic phone tree not even giving me a moment to respond. After several unsuccessful attempts, I was able to speak with a person. The person verified that it was not a problem on my end but rather a problem on their end and placed and XXXX ticket. I had to go through this again on XX/XX/XXXX when I still hadn't heard anything about the issue being resolved.…

Read full complaint at CFPB →

XXXX XXXX, Your prior responsesincluding your XX/XX/XXXX letter and your XX/XX/XXXX correspondence issued in response to my CFPB complaintcontinue to fail to address the core issues raised in my Notice of Error. Your position that the loan transferred to CrossCountry Mortgage with late fees and an escrow ( impound ) account, and that CrossCountry will simply continue those conditions, is wholly inadequate and does not respond to the documented servicing errors of the prior servicer. Late Fees Failure to Address Prior Servicer Error Your response again fails to directly address the fact that the late fees assessed on this account were improperly charged and thatXX/XX/XXXX the prior servicer, acknowledged those issues and agreed that such fees should be removed. Instead, you state that the late fees transferred with the loan and therefore will remain. This is not a response to the issue raised.…

Read full complaint at CFPB →

I refinanced my mortgage with a different lender in XX/XX/year>. I asked specifically to the new loan officer if I had to make XXXX mortgage payment with XXXX. I have in writing from the loan officer No. Not for XXXX payment XXXX payment is included with the payoff. The payoff was good through XX/XX/XXXX. The check was issued in the amount of {$360000.00} XXXX cashed the check and then sent it back after 2 weeks after for a shortage in the amount of {$610.00} ( {$360000.00} ) due to payoff requests. Not a missed mortgage payment. Because of this discrepancy I now have two active VA Home Loans for the same property. Both companies stating theyre first lien holders and I owe over {$12000.00} for their mistakes. Ive contacted both companies numerous times to get this resolved. Its going on six months without any resolution

My mortgage was transferred from XXXX XXXX XXXX Cross Country Mortgage effective XX/XX/XXXX. Since then, my payments have been coming out because XXXX transferred my auto-pay information but I have not been able to access my account with Cross Country . Every time I try to add my new loan number I get an error # XXXX saying that my information is invalid. It is NOT. I need to change my payment information and can not get in. I have been trying since XXXX and have records of emails being sent to their support team as early as XX/XX/XXXX and have not received a response. When I can get through to a person via phone they are unable to do anything to help. This company seems to have no interest in helping resolve this issue despite being responsible for taking thousands of dollars from me per month.

In XX/XX/year> we switched home owners insurance companies and our escrow failed to make the payment. We received notice from our insurance company in XXXX that it had not been paid. ( I have added attachments to show dates in our emails ) We also then got notice from our mortgage in XXXX that we did not have coverage. We submitted proof of insurance and they accepted ( also have added an attachment for this ) We continued to get notifications that we were past due on insurance and I reached out to our insurance and told them our mortgage company should be paying out of escrow. Early XXXX ( around the XXXX or XXXX ) we got a letter from our insurance saying they would be cancelling our policy due to non payment. ( Attached ) We immediately called cross country mortgage and got a receptionist who said she could take a message for escrow. We let them know how urgent it was as our insurance was going to be cancelled on XX/XX/XXXX.…

Read full complaint at CFPB →

My mortgage loan was transferred from XXXX XXXX to CrossCountry Mortgage in XXXX. My loan includes an escrow account specifically for the purpose of paying my annual property taxes. In XX/XX/XXXX, I discovered that my XXXX property taxes had not been paid, despite funds being collected in escrow for this exact purpose. As a result, my taxes are now showing as delinquent on my countys public records. This situation should never have occurred and reflects a significant failure in the loan servicing process. After multiple attempts to resolve this matter, ( see attached ) I have experienced an unacceptable lack of responsiveness and accountability. Since XX/XX/XXXX, I have contacted CrossCountry Mortgage multiple times ( see attached ) regarding this issue. Of those calls, only three representatives provided meaningful assistance, while another was merely cordial.…

Read full complaint at CFPB →

On XX/XX/XXXX, XXXX XXXX from CrossCountry Mortgage told me that if I refinanced my home with them, it would not restrict my options to rent out the home in the future, should my plans change. Specifically he said, " if you end up renting it out within a year just let us know '' and " if you are living in the house at time of closing there is no minimum waiting period to rent out the house afterwards. That is all that matters ''. This alleviated my anxiety that refinancing would restrict our future flexibility. In XXXX, XXXX, I refinanced with CrossCountry following this advice. After refinancing, on XX/XX/XXXX, I was offered a new job with XXXX as XXXX XXXX of XXXX. This job led to a move to the XXXX XXXX.…

Read full complaint at CFPB →

I went through cross country mortgage. I was dealing with the guy by the name of XXXX. We got everything to wear my down payment and closing cost was XXXX. He wrote a purchase agreement for me to have my Landlord sign, but there was some stuff on there that needed to be rewrote he said OK he would rewrite it and then resend it to me at this point. I asked him how long is my mortgage term and what is the interest on that its been well over a month now and I havent heard anything from him. I asked him hows things going sent him a picture that I had to cash all in hand and ready to go and got complete silence

Property : XXXX XXXX XXXX XXXX, XXXX, Texas XXXX Purchase Date : XX/XX/XXXX I am submitting this complaint regarding the property located at XXXX XXXX XXXX XXXX, XXXX, Texas XXXX, which I purchased in XX/XX/XXXX. After closing on the property, I discovered numerous significant issues that were not disclosed prior to purchase, many of which materially affect the habitability, safety, and value of the home. At the time of purchase, I relied on the sellers disclosures and representations regarding the condition of the property. However, shortly after moving in, it became clear that the property had substantial defects that should have been disclosed during the transaction. These issues have created significant financial hardship and made it extremely difficult to maintain the mortgage on the property. Because of the severity of the problems and the resulting financial burden, I began working with the mortgage servicer and associated parties to pursue a short sale of the property.…

Read full complaint at CFPB →

I received a letter in the mail from XXXX stating that I owed them money for not serving my full military contract. I had put in a ticket to resolve showing that my military obligation was fulfilled, and I never heard back. It was never in fact resolved, and I was never notified that it was not resolved, and my credit score was heavily affected. I only found out because I was preapproved for a home and they ran a credit check. The issue was not resolved in time to affect my interest rate prior to closing on the home and I now have a higher interest rate than I would have if the XXXX has fixed the issue. They have since stated it was a mistake

Cross Country Mortgage took over the mortgage at the end of XXXX. I paid my mortgage. Cross Country collected my escrow payments along with my mortgage payments. Escrow was to be applied to 1. Taxes 2. Insurance. I just received notice that homeowners was cancelled. The notice came from my Agent. The notice of cancellation shows clearly that Cross Country was noticed that the policy was to be cancelled for non-payment on XX/XX/XXXX. I've reached out to Cross Country to attempt to resolve by phone. No live representative picked up. I requested a call-back from a live rep. No phone call ever came. My home has been un-insured for 11 days. Cross-Country has not responded. I mailed regular and certified a Notice of Error to the designated address in TX for Cross Country. The required time for a response is still pending.

Loan XXXX I have been trying to resolve this for months. I called toll free number kept getting local long originator who could not provide answers I was directed to automated system and kept saying my loan number and social security number wrong. I login online and sent a detail request to have my pmi removed. Never got an answer. I am requesting my pmi be removed. I put more than 5 % down and home is appraised for {$60000.00} more. So I should qualify for removal. Based on past experience I am concerned that cross county mtge will deny my request due to retaliation for filing this complaint

I am filing this complaint against CrossCountry Mortgage, LLC ( CCM ), my mortgage servicer for loan # XXXX on my property at XXXX XXXX XXXX XXXX XXXX, FL XXXX. CCM admitted they failed to timely pay my homeowners insurance premium from my escrow account to XXXX XXXX XXXX XXXX XXXXXXXX XXXX ( Policy # XXXX, XXXX form, effective XX/XX/XXXX to XX/XX/XXXX ), creating a coverage gap. This led to them improperly force-placing an expensive lender-placed policy ( issued through their vendor XXXX, over {$5000.00} premium ) that I did not authorize and later cancelled. Despite their admission of error and proof of my compliant coverage ( attached declarations page showing {$350000.00} dwelling limit, well above my ~ {$280000.00} loan balance, with CCM as mortgagee ), CCM refuses to refund or absorb the force-placed policy costs. This has resulted in : An improper escrow shortage of {$3700.00} ( from XX/XX/XXXX analysis ).…

Read full complaint at CFPB →

Description of the Problem : My mortgage was transferred to a new servicer immediately after closing. At the time of transfer, my escrow account with the original servicer had a balance of {$4100.00}. However, the new servicer is reporting an escrow balance of only {$580.00}. I contacted both companies. The original servicer stated that they transferred the full {$4100.00} escrow balance at the time the loan was sold. The new servicer has not credited the full amount and has not provided documentation explaining the discrepancy. This is a violation of the Real Estate Settlement Procedures Act ( RESPA ), which requires the accurate transfer and crediting of escrow balances when servicing is transferred. I initially contact the new servicer on XX/XX/year>. The original servicer has provided documentation proving the transfer of the full escrow balance.

I have been trying since, XX/XX/XXXX, to get a loan assumption handled and I have done the live chat that never sent the paperwork, spoke with another agent in the beginning of XX/XX/XXXX, who didn't follow through, spoke with another agent on, XX/XX/XXXX who was supposed to email the information but instead mailed which took a bit longer to receive, I emailed back information on XX/XX/XXXX did a follow up phone on XX/XX/XXXX, s/w XXXX at XXXX who stated that they didn't receive my email and to re-submit my email to another one and that if my case is closed that's fine and it will reopen I have nothing to worry about, to call back and check the status, I received a letter dated XX/XX/XXXX, stating otherwise. I called back spoke with XXXX on XX/XX/XXXX @ XXXX, who stated that he would escalate the issue with his manager, I gave him until Wednesday, without a phone call back from any type of manager.…

Read full complaint at CFPB →

Loan was purchased by CrossCountry Mortgage. They withdrew funds from my bank acct without any prior communication or providing me with simple things like my loan number. Without it, I can not create an online account to view my loan information & payment through their portal. I've spoken with 3+ associates and all claim they do not have the ability to provide that information and their phones do not allow them to transfer me to anyone who can assist. They've been very unprofessional, rude, and the lack of transparency and operational business model for providing simple customer service is extremely concerning. I don't understand how a mortgage company can purchase my loan & withdraw funds without any sort of communication then be unwilling to provide any basic information about my loan with them after the fact when I call.…

Read full complaint at CFPB →

CrossCountry Mortgage Powered by RXXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX Florida XXXX Dear Sir/Madam : I am in receipt of your letter dated XX/XX/XXXX. For each of the three exposure notices sent to me near expiration and renewal of previous policy, XX/XX/XXXX, and XX/XX/XXXX, dates I sent your company appropriate proof of coverage. Indeed, I expressed my frustration to your company on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX occasions regarding having to send proof of coverage as requested two, then three then four times. Enclosed for at least the fifth time is the requested proof of coverage. Your statement in your XX/XX/XXXX, correspondence is a lie. Your company has also lied to the Consumer Protection Bureau. The Consumer Protection Bureau will be copied with this correspondence. I have no agreement or contract with your firm.…

Read full complaint at CFPB →

Cross Country Mortgage has previously missed a payment to my homeowners insurance. When this was sorted out previously I was told that it was a simple issue of having the wrong PO box address. I can not recall if the issue was the PO box my insurance provider had, or the one cross country had. This was sorted out by myself contacting the two companies until the amount was paid by Cross Country. Now this has happened again. When trying to contact Cross Country Mortgage I have been unable to get through to anyone except a front desk receptionist. I have left 3 messages, per Cross Country 's directions, for a call back. ON XX/XX/year> I left a message with an automated XXXX XXXX and the front desk. I was told I would hear from the correct department in a few days. I have not as of today heard back. I called back today, left another message with the front desk, and was told I could not be transferred by the front desk to anyone, nor could I receive a direct line.…

Read full complaint at CFPB →

I am receiving letters thru my email which contradicts the terms of my refinance. I made a payment for XXXX on XX/XX/XXXX confirmation number XXXX. I called the company on XX/XX/XXXX since the portal was showing variances. The rep explained to me that the portal was not updated and the reason for not getting the original letters was due to a system error. She also informed me about programs that I was not made aware of that would have helped my situation without refinancing. Starting on XX/XX/XXXX up to today XX/XX/XXXX, I have been receiving automated calls to call the company. I called on XX/XX/XXXX at XXXXXXXX XXXXXXXX. The rep did not know what I was talking about and made the statement that I need to make a payment for XXXX. I told her that I did, gave her the date and confirmation. She stated I could not make a payment in XXXX for XXXX. That conflicted with what I was told on XX/XX/XXXX. She proceeded to argue stating they can call me whenever they want.

A mortgage that I had with XXXX XXXX XXXXXXXX was transferred to Cross Country Mortgage LLC effective XX/XX/XXXX. At the time of the transfer, my payment of monthly principal and interest was {$920.00}. I had no escrow account or supplements and an escrow balance of {$0.00}. XXXX XXXX XXXX accepted my request to discontinue my escrow account with them and to independently pay for real estate taxes and insurance directly to providers. This arrangement was approved in XX/XX/XXXX and was transferred to Cross Country effective XX/XX/XXXX. After only two months of the transfer, Cross Country performed an analysis and set up an escrow account on my behalf. I was not notified of the analysis nor the establishment of an escrow account on my behalf. They stated that the account they set up had a deficit of {$7600.00} and that my monthly payments would increase to {$2100.00}. On XX/XX/XXXX they paid {$3600.00} to the township for taxes.…

Read full complaint at CFPB →

I am submitting a formal complaint regarding my mortgage servicer Cross Country Mortgage failure to properly manage my escrow account and pay my homeowners insurance premium. In XXXX, I contacted Cross Country to report discrepancies between the escrow balance reflected in their records and the balance reported by my previous servicer following a loan transfer. ( Cross Country showing a lower escrow amount ) After review, the servicer acknowledged the issue and corrected the escrow amount. I was assured that the account would be adequately funded to cover future obligations, including my homeowners insurance. At that time there seemed to be no confusion as to who the insurance provider is or the amount due at time of renewal. Despite this correction, my homeowners insurance premium was not paid when due. As a result, I am now facing the risk of a lapse in coverage on my home that started XX/XX/year>.…

Read full complaint at CFPB →

This is ourXX/XX/XXXXcomplaint regarding the improper escrow disbursement of {$1100.00} by our mortgage servicer to XXXX XXXX XXXX. This matter has now progressed beyond a billing dispute. It reflects a documented pattern of materially inconsistent explanations, shifting legal justifications, and failure to provide a stable, substantiated basis for the servicers actions. Pattern of Shifting Legal Positions Throughout this dispute, the servicers justification has changed repeatedly, including but not limited to : Asserting that the matter falls under Washington Uniform Common Interest Ownership Act ( XXXX XXXX ), despite the community being created in 2006 and not opted into that statute Referring to generalized super lien authority without identifying applicable statutory grounding Suggesting reliance on Deed of Trust provisions without identifying specific language authorizing escrow disbursement during an active dispute Recharacterizing the matter as private when regulatory…

Read full complaint at CFPB →

My loan was serviced by XXXX and sold to Cross Country Mortgage. During this process, I believed by escrow balance was incorrect. Also, I registered my account on the Cross Country Mortgage website in order to make payment. Once my payment method was established, the website would not accept online payments and i was required to call. I called several times and I have tried multiple times and have great difficulty getting through to customer service. I called the number they provided on paperwork and would not accept my call because it did not recognize my ssn or loan number. Now I am late on first month payment and they charged me a late charge. This bank is extremely hard to work with and make contact with. I even visited their office in person and they could not help me. Also, my insurance broker submitted my invoice for insurance to XXXX during the time of the loan transfer and was not provided to Cross Country Mortgage.…

Read full complaint at CFPB →

CROSS COUNTRY MORTGAGE IS DUAL TRACKING. I feel my race, ethnicity, language, national origin, XXXX and marital status have a huge impact on the unfair discriminationof my file and the reason for what is taking place. XXXX XXXX, the prohibited and the illegal practice of advancing foreclosure while simultaneously reviewing a borrower 's complete loan modification application, is illegal in California under XXXX XXXX of Rights ( XXXX ). If a complete application is submitted at least XXXX business days before a scheduled sale, the servicer must pause the foreclosure until a decision is reached and appeal rights are exhausted.Key Aspects of California Dual Tracking Protections : Definition : '' Dual tracking '' occurs when a mortgage servicer moves forward with the foreclosure process ( e.g., recording a notice of default or sale ) while a borrower is actively seeking a loan modification.Prohibition : Under Civil Code Section XXXX, lenders can not proceed with a foreclosure sale if a…

Read full complaint at CFPB →

CFPB Complaint VA Loan Assumption Processing Delay Servicer : CrossCountry Mortgage Loan Type : VA-Guaranteed Mortgage 1. Nature of Complaint I am filing this complaint regarding unreasonable delay and inconsistent handling of my VA loan assumption request by CrossCountry Mortgage. The loan is VA-guaranteed. I initiated an assumption request and have been actively submitting required documentation. Despite this, the file has not progressed in a consistent or timely manner. 2. Inconsistent Timeline Representations Throughout the process, I have been given materially different completion timelines : 4575 days ( communicated multiple times, including by a representative named XXXX ) 46 months 69 months ( as of XX/XX/year> ) Most recently, I was told it will take 15 days merely for a loan officer to contact the buyer. These statements represent significant inconsistencies and indicate a lack of clear process governance.…

Read full complaint at CFPB →

I am disputing continued escrow collection for property taxes despite verified county records showing no future tax liability due to approved exemptions. On XX/XX/XXXX and XX/XX/XXXX, I emailed the approved tax exemption documentation and supporting county records to the servicers designated tax correspondence address. The county records reflect a taxable value of {$0.00} due to approved exemptions. In addition, I faxed a formal RESPA Notice of Error Improper Escrow Collection for Property Taxes and a Memorandum for Formal Escrow Dispute and Notice of Error to ( XXXX ) XXXX. I received confirmation that the fax was successfully delivered. Along with that correspondence, I submitted the publicly available tax exemption documentation and county verification showing taxable value of {$0.00}.…

Read full complaint at CFPB →

Re : REQUEST FOR REINVESTIGATION To Whom It May Concern : Upon reviewing my credit report, I have identified the following item ( s ) that contain inaccuracies : 1.The balance payment history and current status appear inconsistent with the creditors own records. No supporting documentation has been provided to validate ownership or balance accuracy. This may indicate inaccurate or incomplete data reporting under FCRA 623 ( a ). CROSSCOUNTRY MTG/XXXX XXXX XXXX DATE OPENED XX/XX/year> BALANCE {$0.00}

XXXX Mortgage is advertising materially false mortgage payment terms. The advertisement states that a Principal and Interest of {$1200.00} is based on a {$400000.00} loan with a XXXX fixed rate at 6.375 % interest / 6.443 % APR. As disclosed, this combination of loan amount, rate/APR, and term is mathematically impossible : a {$400000.00} loan amortized over 30 years at approximately 6.4 % necessarily produces a monthly principal and interest payment of approximately {$2500.00}, not {$1200.00}. The additional information confirms the same loan amount, rate, APR, and term, and does not disclose any alternative structure ( e.g., interest-only, teaser payment, different loan amount, or extended term ) that could reconcile the stated payment.…

Read full complaint at CFPB →

On XX/XX/XXXX, CrossCountry Mortgage, LLC issued an official payoff quote for my mortgage loan. I paid the quoted amount via certified funds, in full, within the quote 's validation period. The payment was accepted, posted, my loan reflected as " paid in full '' with a XXXX balance, confirmation of closed loan was received from the company 's Senior Vice President, automatic payments were cancelled, and lien release processing was initiated and routed to a third party vendor for release. On XX/XX/XXXX, after the payoff funds had been accepted and processed, the company later reversed the payoff internally and reinstated a loan balance. They applied my certified payoff to a future month without notification or authorization. The company stated this was due to earlier payments from XX/XX/XXXX being reversed, despite the company crediting and posting them to my account. These reversals occurred 9 days after the loan had already been closed, processed, and released to a third party.…

Read full complaint at CFPB →