ComplaintsforCrossCountry Mortgage, LLC.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  CrossCountry Mortgage has sold the loan to another lender. This has happened once before and it has caused me great stress the last time this happened about a year or two ago it took me two or three months to get it fixed. I called multiple times and spoke with multiple agents to no avail, my credit was downgraded due to their irresponsibility. I got that fixed after hiring a lawyer and sending them a letter. It seems that this is happening again every time I call to get the problem fixed and to make my timely payment like I have been doing all my life , I keep getting “customer Service reps” who don’t care about you wanna talk over you are inconsiderate and unprofessional. All I wanna do is make my monthly and timely payments. Due to that irresponsibility and unprofessionalism this is a problem that cost me and it doesn’t cost them.

  

  Business response

  07/01/2024

  
  We received your letter on June 11, 2024, and we are sharing with you what we found after an
  investigation into your concerns.

  
  Making Payments

  
  In your concerns, you explain that CrossCountry Mortgage has sold your loan to another lender, an issue
  that previously caused significant stress and financial complications for you. You recount that the last
  time this occurred, it took several months and multiple communications with various agents to resolve
  the matter, during which your credit score suffered. Despite rectifying that situation through legal
  assistance, you are now facing similar challenges. You express frustration over the lack of concern and
  professionalism from customer service representatives, emphasizing that all you wish to do is make your
  payments on time as you have always done.

  
  After reviewing the loan, it was determined that your loan was transferred to CrossCountry Mortgage,
  LLC from *********** Mortgage on February 1, 2024. You successfully made the monthly payments
  on February 10, 2024, March 4, 2024, and April 1, 2024 on the website,
  ***************************************

  
  On April 30, 2024, you called to get assistance with the website; however, you ended up making the
  payment over the phone for the May 2024 Monthly Contractual Payment.
  As per your request, a Team Lead attempted to contact you on June 21, 2024; however, the attempt was
  unsuccessful. You called on June 24, 2024, and the agent was able to assist you in logging into your
  online account on the correct website to make the monthly payment. The agent submitted a request
  for the late fee in the amount of $28.58, and the late fee was waived on June 25, 2024 as a customer
  courtesy.

  
  We apologize for the inconvenience and stress this situation may have caused. Please know that
  CrossCountry is sympathetic to your situation and trust that we have addressed your concerns.
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a
  reasonable investigation into the issues described above, it has been determined that no
  
  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.
  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started a loan process with ***** ***** on 04/07/2024 to purchase a home located at . After pre-approval and signing a purchase agreement, a Loan Estimate was provided with 6.99% interest rate on 04/15/2024. Although multiple attempts have been made to reach the loan officer/team via texts and phone calls, the loan officer/team were not reachable. I was able to find out from my real estate agent, ******* *****, that ***** and ***** ***** have been fired due to illegal activities conducted at a formal employer, ** *******, from 2018 to 2023. ******* was able to get ****** ****** from CrossCountry to get the loan processing moving as the closing date is just around the corner. I spoke to ****** on 04/26/2024 where he explained that my case is currently being handled by the legal team and a processor will be assigned to give a ring on 04/29/2024 to handle my case. I logged into the CrossCountry on 04/29/2024 and found out that the newly assigned case manager is ******* (****) *****. I have called him twice, left him voicemails and also sent him an email to highlight the urgency, however, no calls or emails have been answered. I have not been able to lock in any rates as ***** has been fired and **** is not reachable. I have NOT been notified of *****’ termination or reassignment of my case to **** by CrossCountry. The Company has not acted in good faith to protect the best interest of its customer and I am being unfairly penalized by not being able to lock in my rates in a timely manner. I would like these conditions be honored by CrossCountry as the Company is responsible for the actions/promises of its employees, whether terminated or not: 1) Rates locked in at 6.99% as it appears on my loan estimate, 2) unlimited free refinancing (no cost to customer and not added to the loan amount) as promised by ***** and 3) PMI reduced to approximately $180 as quoted by *****. More details are available in the attached letter.

  

  Business response

  06/28/2024

  
  This letter is in response to your complaint that was filed with the Better Business
  Bureau (BBB) on April 29, 2024, and directed to CrossCountry Mortgage, LLC
  (CrossCountry) on April 30, 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.

  
  Obtaining a pre-approval is the first step in one’s journey of obtaining a mortgage
  loan; however, please be aware that even with a pre-approval, 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 a pre-approval letter on April 7, 2024. Upon
  receiving a completed loan application, per the Truth in Lending Act and Real Estate
  Settlement Procedures Act (TILA-RESPA) Integrated Mortgage Disclosure Rule
  (TRID), 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 April 15, 2024. The documents were viewed and executed by you that same day.
  
  The initial LE disclosed that the interest rate of 6.990% was not locked, the requested
  loan amount was $1,026,000.00, and the Private Mortgage Insurance (PMI) payment
  was estimated at $257.00 per month. Additionally, on April 15, 2024, we sent an
  email for additional information. On April 16, 2024, we ordered the appraisal report.
  The inspection of the subject property was completed on April 19, 2024, and the
  appraisal report was completed on April 24, 2024. As we did not receive the prior
  requested additional information, we sent an email requesting the additional
  information again on April 18, and 19, 2024. Our records further reflect that we
  reached out via email on April 24, and 25, 2024, regarding updates needed on a loan
  document. Our records do not reflect receiving a request to lock your interest rate at
  that time.

  
  However, due to unforeseen circumstances, your loan file was transferred to a new
  Loan Officer, around that time. Our records indicate that you were able to correspond
  with the new Loan Officer on May 2, 2024. After further discussion with you and after
  further reviewing the loan file, we issued revised loan documentation including but
  not limited to a revised LE on May 3, 2024. The revised LE disclosed the interest rate
  of 7.490% as locked, the requested loan amount of $1,026,000.00, and the PMI
  payment estimated at $257.00 per month.

  
  Regarding your request to provide an interest rate locked at 6.990%, please
  understand that there are many factors when determining an interest rate for a
  mortgage loan, such as the current market rate at that time, the applicant’s credit
  score, location of the property, loan amount, down payment amount, loan term,
  interest rate type, and loan type per the Consumer Financial Protection Bureau
  (CFPB), and we cannot control the movement in the interest rate market.
  On May 8, 2024, you contacted CrossCountry via email requesting to withdraw your
  loan application, as you were not satisfied with the terms presented. As such, your
  loan application was withdrawn from further review with CrossCountry.
  Regarding the opportunity to refinance with CrossCountry, please know that our
  records do not reflect an origination of a mortgage loan was completed with you and
  CrossCountry, an attempt to refinance with CrossCountry was made by you, nor do
  we show records of being denied refinancing with CrossCountry. It is unclear as to
  what unlimited free refinancing you are referring to in your complaint; however, after
  six months from the origination of a mortgage loan with CrossCountry without any
  delinquencies, and depending on the programs being offered at that time, we may
  offer our existing customers an opportunity to refinance without the charge of the
  origination fees, such as the processing and underwriting fees and/or application fees.
  Depending on the interest rates available at that time, along with any other financial
  information, the opportunity to refinance may not be in the customer’s best interest
  compared to the current loan terms.

  
  Regarding the request for a reduction with the PMI, as you stated was quoted by the
  former Loan Officer, please understand that all figures and/or estimates presented
  prior to the closing documentation and/or disclosed on the LEs are not final figures
  and may be subject to change.
  
  As the loan application was withdrawn, CrossCountry was unable to complete the
  evaluation for approval or denial of a mortgage loan with CrossCountry.
  We understand a mortgage loan review may be lengthy and would like to 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.

  
  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. Your
  comments and experience with CrossCountry have been forwarded to the appropriate
  department. Please accept our apologies for any inconvenience you may have
  experienced due to the transition to a new Loan Officer. We view your feedback as
  an opportunity to evaluate and improve the service we provide to all customers. As
  a goodwill gesture, we have approved your request sent via email on May 8, 2024,
  for a refund/reimbursement for the cost of the appraisal of $645.00. We understand
  that your request was for $750.00; however, our records reflect that you were
  already refunded $105.00 on May 20, 2024, resulting in the remaining balance of
  $645.00.

  
  At this time, we are in the process of working with our Accounting Department to
  generate a reimbursement/refund of $645.00. Please allow five to seven business
  days for receipt of this check.

  
  If you are still interested in pursuing a mortgage loan with CrossCountry, please feel
  free to contact us utilizing the contact information below or by contacting our
  headquarters at 877.351.3400, and we can connect you with one of our senior loan
  officers for further assistance.

  
  While we realize our prior service may not align 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 800.499.8754, Monday through Friday from 8:00 a.m. until 5:00 p.m., Eastern
  Standard Time (EST), or by mail at 2160 Superior Avenue, Cleveland, Ohio 44114.
  You may also contact us via email at *********************

• Initial Complaint

  04/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was working with a loan officer at CCM to close my house since 19th of April in *** ****** (Loan # 41502403228500), official date of closing was 26th April. I had conditional approval and was in the last stage to get clearance to close the house. Our closing was delayed 2 times and we still not have been able to close the house. Since 23rd of April, I stopped receiving updates from my Loan Officer. My closing team/lawyer/realtor none of them can get in contact with anyone at CCM to understand why we have not been able to close yet. On 24th April, my case was assigned to another loan office who said would help me, but by evening that very day he said he was no longer working with CCM. Since then I have had no contact from CCM. I have tried calling their HQ, multiple loan officers, all of whom tell me that I should hear from someone in 1 business day, but I still have not received any calls after 3 business days. Now every time I call them they keep saying don't have any updates for you and someone will call me back. I am currently running out of days on my contract to close the house I want to buy and I have no communication from CCM to help me understand what is going on. Apart from this, my homeowner insurance also now is active since 26th April and I had to pay for it (This is for a house I don't even own yet), I had emailed and asked them if I should delay the insurance start date and all I heard back was "We will update you." Buying a new home is a very stressful time and the least they can do is keep the customer updated on what is going on with their application. Changing loan officers during closing, firing loan officers and not updating clients about their application is not how any company should do business. I am set to lose my dream house and substantial money if CCM cannot close the mortgage and my contract falls out.

  

  Business response

  06/27/2024

  
  This letter is in response to your complaint that was filed with the Better Business
  Bureau (BBB) on April 28, 2024, and directed to CrossCountry Mortgage, LLC
  (CrossCountry) on April 29, 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 were continuously in communication with you during
  your mortgage loan review with CrossCountry from the inception of your loan
  application with the initial loan documentation issued on March 26, 2024, until April
  22, 2024.
  
  Per our records, the last documentation generated was the preliminary Closing
  Disclosure (CD) on April 17, 2024, which disclosed the projected closing date as April
  26, 2024. This documentation was viewed and executed by you that same day.
  On April 22, 2024, we corresponded until around 8:50 p.m. and received additional
  documentation from you to further review and submit to our Underwriting
  Department. Our records further indicate that you attempted to contact us on
  Tuesday, April 23, 2024, regarding the status of the loan review and were not
  contacted back until Thursday, April 25, 2024. You were notified on April 25 and 26,
  2024, that the Underwriting Department reviewed the documentation submitted and
  did not provide the clear to close yet; however, did require additional information
  that we were working on and would contact you as soon as we had an update.
  Please know that 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 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. We are required to obtain
  certain documentation and updated documentation in order to remain within federal
  guidelines.
  After further review, your file was assigned to a new Loan Officer who further
  corresponded with you and provided a list on Tuesday, April 30, 2024, detailing why
  the documentation submitted prior was deemed insufficient and what was still
  required at that time in order to move forward with the loan review. However, on
  May 1, 2024, you expressed that due to the prior lack of communication and not
  honoring the projected closing date of April 26, 2024, which was provided by the
  former Loan Officer, you were withdrawing your loan application with CrossCountry.
  As such, your loan application was withdrawn from further review for a mortgage
  loan with CrossCountry.

  
  We understand a mortgage loan review may be lengthy and would like to 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.

  
  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. Your
  comments and experience with CrossCountry have been forwarded to the appropriate
  department. Please accept our apologies for any inconvenience you may have
  experienced due to the lack of communication associated with the transition to a new
  Loan Officer.

  
  
  We view your feedback as an opportunity to evaluate and improve the service we
  provide to all customers. Our goal is to provide you with the customer service you
  expect.

  
  If you are still interested in pursuing a mortgage loan with CrossCountry, please feel
  free to contact us utilizing the contact information below or by contacting our
  headquarters at 877.351.3400, and we can connect you with one of our senior loan
  officers for further assistance.

  
  While we realize our service may not align 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 800.499.8754, Monday through Friday from 8:00 a.m. until 5:00 p.m., Eastern
  Standard Time (EST), or by mail at 2160 Superior Avenue, Cleveland, Ohio 44114.
  You may also contact us via email at *********************.
  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a letter from the county telling me that Cross Country had not paid my property taxes and they would garnish my wages if not paid. They did then contact my employer to begin the process. I contacted Cross Country and they did not handle this in a timely manner and the county then sent a letter to put a lien on our home. We seek compensation for the stress, anxiety and aggravation this caused us in addition to the unnecessary steps the county took to contact my employer and tarnish my name.

  

  Business response

  04/23/2024

  
  We received your concerns you submitted to the ******** ********* ********** ****** (****) on April
  5, 2024, and your concerns submitted to the Better Business Bureau (BBB) on April 15, 2024, and we are
  sharing with you what we found after an investigation into your concerns.

  
  Escrow Account

  
  In your **** correspondence you state you have made multiple attempts to have your property taxes
  paid. You state you were advised a check was mailed on March 15, 2024; however, the county advised the
  funds were not received. You explain you spoke to multiple agents and state the county has begun to
  garnish your wages and is looking to place a lien on your home.
  In your BBB concerns you state you received a letter advising you received a letter advising your property
  taxes had not been paid and advised your wages would be garnished if the property taxes are not paid.
  You state that your employer was contacted to begin the process. You explain you contacted
  CrossCountry Mortgage and your concerns were not handled timely. You request compensation for the

  impact this situation has had on you and your family.

  After reviewing your account, we found that on March 14, 2024, you called CrossCountry Mortgage to
  inquire why your property taxes had not been paid. The agent reviewed the county website with you and
  determined that the property taxes were due in the amount of $1,776.34 plus an $8.00 fee. The agent
  provided you with the information to send your property tax bill to the Tax Department. Additionally, the
  agent submitted an inquiry to the Tax Department.
  On March 15, 2024, the Tax Department reviewed the county website and determined that the property
  taxes were delinquent in the amount of $1,776.34 with the base property tax amount of $1,713.91 and a
  penalty of $62.43. It was confirmed that the previous servicer did not pay the property taxes on time. The
  base amount of $1,713.91 was sent from your escrow account to ********** County and the penalty was
  charged to the previous servicer. The Tax Department confirmed that the payment would be mailed and
  would reach the tax office within 57 business days.
  
  CrossCountry Mortgage and *** ******* are brand name for ********** ******** ***.
  On March 27, 2024, you called CrossCountry Mortgage and requested to speak to the Escalation
  Department. The agent connected you to the Executive Resolution Team (ERT). The ERT agent advised
  you of the payment sent and advised a follow up request would be sent. Later this day, the Tax
  Department confirmed that the payment was sent via United States Postal Service (USPS) in the amount
  of $1,776.36 with USPS Tracking ID ********************** mailed March 26, 2024.
  The same day you called CrossCountry Mortgage and requested to speak to the ERT. The representative
  connected you to the ERT. The agent advised you of the update provided by the Tax Department.
  Additionally, she advised that per the tracking number provided the funds should reach the tax office by
  March 29, 2024.

  
  On March 28, 2024, an attempt to contact you was made; however, the attempt was unsuccessful.
  On March 29, 2024, the Tax Department confirmed the previous servicer did not pay the property taxes
  resulting in the late tax payment.

  
  On April 1, 2024, you called CrossCountry Mortgage and advised the property taxes were not paid on
  time. You advised the county attempted to garnish your wages, the agent advised a payment cannot be
  sent from the Customer Service Department. You requested a follow up.
  On April 9, 2024, an escalated request was submitted to the Tax Department.
  On April 17, 2024, the Tax Department confirmed the penalty was to be charged to the previous servicer
  due to the non-paid property taxes.

  
  At this time your loan is due for the May 2024 monthly payment of $1,359.58. Additionally, the county
  website was reviewed and it was confirmed that the 2023 property taxes were paid in full. We have
  enclosed the receipt for your review. Your property taxes reflect the next payment due August 31, 2024
  and the Tax Department will make the payment by the due date. Please keep in mind that if you receive
  updated information from the County it is important the information is forwarded to us to update our
  records accordingly. CrossCountry must respectfully decline your request to compensate you as the
  property taxes were paid in full upon being notified of the delinquency. We understand that you may
  have experienced a misunderstanding or miscommunication during your previous contacts with
  CrossCountry Mortgage, 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.

  
  CrossCountry Mortgage and *** ******* are brand name for ********** ******** ***.
  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

  04/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Between April 8, 2024 and April 9th, 2024 I’ve received over 100 calls from this company attempting to provide information that I’ve explained was no longer needed from their company. I’ve asked to be taken off of their calling list and even received calls back to back. I’ve told them this behavior was harassment after being asked to be released from their calling list after services inquired about were no longer needed. I would like for this business to stop contacting me in any and all mediums.

  

  Business response

  04/23/2024

  
  This letter is in response to your complaint filed with the Better Business Bureau
  (BBB) on April 9, 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.

  
  Please understand that when you respond to an advertisement for a mortgage loan,
  especially online or through various marketing channels, your information is often
  shared or sold to multiple companies as leads. This practice is common in various
  industries, including financial services like mortgage lending.

  
  Our records indicate that on or around April 8, 2024, you filled out a lead form
  regarding your interest in a cash-out refinance or home equity mortgage loan through
  ******* **** who notified CrossCountry. ******* **** allows lenders the ability to
  outsource their online marketing and lead generation. ******* **** is a marketplace
  that connects consumers who respond to their marketing with service providers. As
  you responded to an advertisement with your contact information, ******* ****
  notified CrossCountry that you were permitting and/or requesting contact regarding
  your interest in a mortgage loan.

  
  However, per your request, we updated our database to remove you from our
  marketing lists based on the information you provided. As of the date of this letter,
  we can confirm that all areas were updated, and call centers were notified to remove
  you from our marketing lists. You will not receive any further solicitations,
  advertising, or follow-up contact from CrossCountry regarding a mortgage loan to
  the phone number, property address, or email address you provided.

  
  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, kind, and responsive. Please know that
  your comments have been forwarded to the appropriate department. Our goal is to
  provide you with the customer service you expect in the future. Please accept our
  apologies for any inconvenience you may have experienced.
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We have sold our house and trying to close. Our title company needs a payoff quote directly through the mortgage company for security reasons. When the title company calls, they cannot get this. When we call, CrossCountry tells us that ********** owns our mortgage. When we call **********, they tell us CrossCountry owns it. Our payments and online portal are through CrossCountry. There is a payoff request on their portal, but we cannot fax or email to the title company and this is time sensitive. We have been given the run around and cannot get ahold of an actual person to help us get this resolved. We have been able to make it through once and they told us CrossCountry owned our mortgage, but when the title company called, CrossCountry said they didn't. We need this resolved ASAP so we can close on our house. It can't be that difficult to create the payoff quote and fax it to the title company.

  

  Business response

  04/16/2024

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

  
  We received your correspondence that you submitted through the Better Business Bureau
  (BBB) on April 2, 2024, and we are sharing with you what we found after an investigation into
  your concerns.
  Payoff Quote
  In your correspondence, you stated that your title company needed a payoff quote from
  CrossCountry Mortgage but when they called, they were unable to get it. After review, we found
  that the enclosed letter dated February 9, 2024, was previously sent to you with information
  that as of February 1, 2024, your mortgage servicing experience was upgraded. It is our goal to
  ensure we offer our customers an excellent customer experience. In order to meet that goal,
  we chose to partner with a vendor that offers enhanced technology experiences to better serve
  our customers. All of the loan terms remained unchanged, and we continued to service the
  loan prior to the loan being paid in full. Please understand, our number one priority is to ensure
  the best possible customer service. While CrossCountry Mortgage originated and/or was the
  master servicer of the mortgage loan, we contracted ********** Mortgage, LLC d/b/a ***
  ****** (*** ******) to perform certain servicing functions on behalf of CrossCountry Mortgage
  such as providing Customer Service functions, accepting payments on behalf of CrossCountry
  Mortgage, and reporting payment history to the credit reporting agencies.

  
  During a chat session that occurred with a CrossCountry Mortgage agent on April 1, 2024, you
  inquired about a loan payoff amount, good through April 19, 2024. The agent provided you with
  instructions regarding how to obtain a payoff quote. On the same day, you authorized Title
  Professionals Group LTD as a third party for the account through our website.
  
  We received a request for a payoff quote through our Message Center on April 2, 2024. On the
  same day, you spoke with a CrossCountry Mortgage agent through a chat session regarding
  the payoff quote request. The agent advised you of the 48 hour timeframe to receive the payoff
  quote.

  
  A Quote Information letter dated April 4, 2024, was sent to you with the amount of $337,106.87
  required to pay the loan in full, good through May 2, 2024.

  
  We received another payoff quote request on April 5, 2024, that was submitted through our
  website, which included a payoff amount good through April 26, 2024. A Quote Information
  letter dated April 6, 2024, was sent to you with the amount of $336,986.87 required to pay the
  loan in full, good through April 26, 2024.

  
  On April 9, 2024, we received funds in the amount of $336,216.87 that effectively paid the loan
  in full. A Lien Release is being executed to be sent to the county for recording and will be sent
  to you under separate cover once it is received back from the county. At that point, it is subject
  to the county’s turnaround time.
  Please note that our review did not determine that you spoke with a CrossCountry Mortgage
  agent by phone and were advised of a different servicer of the loan as stated in your
  correspondence. However, it is our hope that this additional information regarding how we
  contracted *** ****** to perform certain servicing functions on behalf of CrossCountry
  Mortgage provides you with clarification.

  
  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.

  
  RESPA RESPONSE TO NOTICE OF ERROR

  
  Under applicable federal law, we are required to inform you that after completing a
  reasonable investigation into the issues described above, it has been determined that no
  error occurred because Quote Information letters dated April 4, 2024, and April 6, 2024 were
  sent to you. You have the right to access the documents we used in this investigation, and
  we have enclosed them. The documents enclosed are:

  
  • Transaction History
  • Prior Quote Information Letters (2)
  • Welcome Letter
  
  Sincerely,
  John *****
  Customer Relations Specialist

  Customer response

  04/16/2024

  [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. 

  However, a note to them, they did say: "Please note that our review did not determine that you spoke with a CrossCountry Mortgage agent by phone and were advised of a different servicer of the loan as stated in your correspondence." No, they did not say that to us. They said it multiple times to our Title agency who was trying to get the payoff quote from them. We were not allowed to give the Title company the payoff quote due to security reasons. They needed CrossCountry to directly give the Title company the quote. When the Title company tried to get that quote, we were told (by our Title coordinator) that supervisors from CrossCountry told her that our mortgage was owned by **********.

  Finally, there is absolutely no way to get in contact with a real human being at *** ******. We tried multiple numbers and we could not get a live person. There was only chat and they could only point us to CrossCountry's portal, where we could not directly send the quote to the Title company. We could only send it to our personal email or through the mail and as this was time sensitive, mail was not an option. We did eventually get the chat agent from *** ****** to send the quote to the Title coordinator's email. Which ultimately solved our problem. CrossCountry was no help whatsoever. 

  My final feedback to them is either train your supervisors correctly and make it easier for Title agencies to collect payoff quotes or allow your online portal to directly email or fax to external parties.

  
  Regards,
  
  ***** ******
  
  

  
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Crosscountry transferred my account to another cross-country brand. Due to the transition, they requested that check be mailed for the initial mortgage payment. Check was mailed in January. Copies of mailed check, receipts and USPS trac**** can be provided, Crosscountry has not posted a receipt of this check to my account and now they state I will be reported to credit bureau even after repeatedly claiming they would not and that my account would be made accurate. This has been since January 2024. DO not report inaccurate information to credit bureaus.

  

  Business response

  05/06/2024

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

  We received your direct correspondence and your additional correspondence through the
  Better Business Bureau (BBB) on March 27, 2024, and we are sharing with you what we found
  after an investigation into your concerns.

  Credit Reporting
  After reviewing your account, we found that the enclosed Notice of Service Transfer letter was
  previously sent to you with information that the servicing of your mortgage loan was
  transferred from *********** ******** ***. (***), 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, was previously sent to you with information that
  your mortgage servicing experience was upgraded. It is our goal to ensure we offer our
  customers excellent customer experience. In order to meet that goal, we chose to partner with
  a vendor that offers enhanced technology experiences to better serve our customers. All of the
  loan terms will remain unchanged, and we will continue to service the loan accordingly. Please
  understand, our number one priority is to ensure the best possible customer service. While
  CrossCountry Mortgage originated and/or was the master servicer of the mortgage loan, we
  contracted ********** ********, LLC d/b/a *** ****** (*** ******) to perform certain
  servicing functions on behalf of CrossCountry Mortgage such as providing Customer Service
  functions, accepting payments on behalf of CrossCountry Mortgage and reporting payment
  history to the credit reporting agencies.

  CrossCountry Mortgage received your previous correspondence on February 19, 2024,
  regarding the credit reporting for the account. In response to your inquiry, a letter dated
  February 27, 2024, was sent to you with information that your account was reported as current 

  for December 2023 and shows as current at the time of the loan servicing transfer. As such,
  there are no further adjustments necessary.

  Pursuant to the letter dated April 7, 2024, that was previously sent to you, we conducted and
  investigation and as stated above, CrossCountry Mortgage, LLC by *** has transferred
  servicing of the account to CrossCountry Mortgage, LLC; therefore, the credit reporting is
  currently transitioning, and we have not reported this account to the credit reporting agencies
  as of the date of the letter.

  Please note, under section 15 U.S.C. 1681s-2(a) (1) of the Fair Credit Reporting Act (FCRA),
  CrossCountry Mortgage is required to report complete and accurate information to all credit
  bureaus. CrossCountry Mortgage is also required to report accurate payment activity to the
  credit reporting agencies based on actual events. If you believe there is an error in what has
  been reported by CrossCountry Mortgage, please provide documentation such as a copy of the
  credit report reflecting the specific month(s) and what you believe to be the error, in order to
  assist us in our review. You may fax this information to our Research Department at 469-322-
  4655, by mail to Attn: Research, ** *** ******* ******* ** *********** ** ** ****** ** *****************************************************

  Missing Payment
  We received the check receipt and delivery receipt you provided for the payment you mailed
  in January 2024; however, we are unable to locate the funds with this documentation as the
  delivery receipt only shows that it was delivered to an incomplete PO Box address which does
  not confirm where it was delivered. If you have a copy of the front and back of the cashed check,
  please forward your documentation to our Research Department by fax at 469-322-4655, by
  mail to Attn: ********* ** *** ******* ******* ** *********** ** ** ****** ** ****************************************************. 

  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, 
  

  **** *****
  Customer Relations Specialist 
  

  
  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Cross Country Mortgage sold to Cross Country Mortgage and in doing so, they put my loan in a forbiddance program without consent. Due to this sale (I'm sure they are running from a lawsuit), I could NOT make my mortgage payment January 2024. I sent a check and received it back "return to sender" in January. I got ahold of their automated system to make a payment for January and February and they stated "insufficient funds" (Not the case, have bank records to prove it). Finally on the 19th of February I was able to make both January and February payment. On Feb 29th, I was able to get online and wanted to make March payment and couldn't because I was put into a "forbiddance program". I've left 13 voice mails with a **** ************ with no return call. I've tried over and over again to get through their AI generated phone service to speak with a person to figure out what happened. I want answers, I want a call back, and I want a statement in writing what happened to my loan. I recorded all attempts trying to communicate with this company. They are unprofessional, deceitful, and I advise all buyers to do your research before signing a loan with this company.

  

  Business response

  04/15/2024

  Dear ***** *. ****

  
  We received your BBB complaint on March 20, 2024, and we are sharing with you what we found after
  an investigation into your concerns.

  
  Loan Status

  
  In your correspondence, you state that your loan was put into forbearance without your consent, which
  prevented you from making your mortgage payment in January 2024. You state that you sent a check
  in January 2024; however, the check was sent back to you. You state that you called to make a payment
  for January 2024 and February 2024, and the automated system advised the previous payment was
  returned due to Non-Sufficient Funds (NSF). You state that you were able to make the January 2024 and
  February 2024 payments on February 19, 2024, and were not able to make the March 2024 payment as
  your loan was entered into a forbearance program. You’ve left multiple messages; however, you have
  not received a return call. You have been trying to communicate with us and want answers as to what
  has happened with your loan.

  
  After reviewing the loan, it was de

  
  On January 29, 2024, you made a payment through our automated phone system in the amount of
  $3,051.28, which applied to the January 2024 monthly contractual payment. The payment was noted
  incorrectly as being returned due to NSF; however, after further review, we determined the payment was
  returned due to the incorrect routing number being used, and the $50.00 NSF fee has been waived.
  Please note that due to the delinquency on the loan, a home inspection was completed on March 28,
  2024, and $30.00 from the waived NSF fee was applied to the corporate advance balance for the property
  inspection fee that was due. The remaining $20.00 was applied to the Unpaid Principal Balance with an
  effective date of March 29, 2024.

  
  On February 7, 2024, a letter was sent to you advising that ******* *** was your new Single Point of
  Contact (SPOC).
  
  As the loan was due for the January 2024 payment as of February 15, 2024, the loan was reviewed and
  pre-approved for a VA Streamline Modification, and the pre-approval letter was sent to you. The letter
  advised if you choose to participate in the program, you must contact us or send in your first trial
  payment in the amount of $2,577.44 to accept this offer by February 29, 2024.
  On February 19, 2024, you called regarding the payment not being processed. The agent advised that
  the payment was returned due to NSF as it was reflected in the system.
  That same day, you made the payment in the amount of $6,152.56, which applied to two trial plan
  payments.

  
  On February 28, 2024, you called in requesting to know why your loan terms had changed. The agent
  advised that it was due to the pre-approved modification offer. You advised that you do not approve the
  modification, and

  On March 1, 2024, your previous SPOC attempted to contact you; however, the attempt was unsuccessful.
  On March 6, 2024, the modification review was complete. The account was noted that you do not want
  the modification, and the case was rejected.

  
  Automated System

  
  In your correspondence, you state that you have tried over and over to speak with an agent; however,
  you have not been able to get through the automated system.
  We want to apologize for the frustration you recently experienced with our automated phone system.
  Please know that we are constantly improving our technology to create the best experience possible. In
  the meantime, it may be helpful to know a few things about how our automated phone system works
  to help avoid these issues in the future.

  
  Identity Verification ? For your security, our phone system requires you to verify your identity before it
  can fully serve you. To make this easy, it will automatically recognize you when you’re calling from a
  number associated with your account. You can also verify your identity using other secure information,
  such as your social security number.

  
  Just Ask ? Our automated phone system is designed to help you find what you need quickly, without
  waiting for an agent. To do this, it needs to know why you’re calling. You can say things like, “Make a
  payment,” “Get my statement,” and other self-service items. While we realize that sometimes you may
  want to speak directly to an agent, our system will first need to know what you would like to speak to an
  agent about.

  
  Fully Automated Features ? To make our systems more secure than ever, certain functions are now
  fully automated. Some common tasks, such as making a payment, can now be done entirely through
  our convenient, self-service tools, like our automated phone system or website. Our agents are no longer
  able to process most payments over the phone.

  
  Again, I am very sorry for the frustration you experienced. Your input will help us continue to improve,
  and I have already passed your feedback on to our user experience team.
  
  We understand the inconvenience and frustration you expressed in connection with your attempts
  to obtain information but appreciate the opportunity to clarify the issue and trust that we have
  addressed your concerns.

  
  If you have any questions, your Dedicated Loan Specialist is ******* *** and can be reached 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,

  
  Stacey *******
  Customer Relations Specialist
  CrossCountry Mortgage, LLC

• Initial Complaint

  03/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, The loan servicing company of Cross Country ********** is holding my funds of $5924.34 in reference to loan number : **********, property address: - ** ********* ****** *********** ** ***** I ***** ********, the home owner of above property request a refund of $5924.34 check which should not have been deposited, as I was advised by the foreclosure specialist that the payment should not have been sent to cross country directly but instead sent to the law firm managing the case. I proceeded to wire the necessary funds of $6868.68 to the law firm to satisfy my outstanding balance. I called to then discuss when I would receive my $5924.34 back and was told it was also deposited. There is now 2 payments in their system when it should have only been one. I followed the direction of the foreclosure specialist but the loss mitigation team processed the other check as well! I need the funds to avoid any further issues with loan payments. The case was managed by a loan servicing specialist at the loss mitigation department with initials *** and her name is ********. The refund was approved and was supposed to be sent on 1/29/24, to which I have not received. This is all noted over recorded lines and would like to file a formal complaint. They are illegally holding my money and now have transferred the loan to another company who is telling me cross country ********** is illegally holding my funds! Please help me I’ve tried to peacefully resolve but they are not responding. This is all noted in my account ! Please let me know the Next steps as I was told the request was made by the loss mitigation supervisor as well.

  

  Business response

  04/09/2024

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

  
  This letter is in response to your complaint that was filed with the Better Business
  Bureau (BBB) on March 16, 2024, and directed to CrossCountry Mortgage, LLC
  (CrossCountry). I have been asked to respond to your concerns regarding your
  request for a refund of the funds issued to CrossCountry that were intended to satisfy
  your outstanding balance with the foreclosure law firm assisting with your 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
  and responsive with our customers.

  
  Our records indicate that our prior sub-servicer issued a letter on January 10, 2024,
  on behalf of CrossCountry, informing that they were responding to your inquiry
  received on or around December 11, 2023. This letter explained that the loan was in
  foreclosure at the time we received your initial payment of $5,924.34. However, this
  amount was insufficient to reinstate the account. The foreclosure counsel received
  the correct reinstatement of $6,868.68 which was applied to your account on
  December 8, 2023. The letter continued to state that the initial payment of $5,924.34
  was placed in your escrow account and the refund request was forwarded to the
  correct department for processing. We have enclosed the letter dated January 10,
  2024, with this response for your reference.

  
  Upon receipt of your BBB complaint and upon reviewing the handling of your account
  with our prior sub-servicer, our corporate office escalated a request with our current
  sub-servicer to assist with resolving this matter. On or around March 26, 2024, our
  current Customer Service Department was able to correspond with you directly and
  confirmed that you would like the funds to be reapplied as payment to your mortgage
  loan.
  
  While our current sub-servicer was in the process of reapplying your funds, our prior
  sub-servicer issued a letter on March 27, 2024, on behalf of CrossCountry, informing
  you that the payment of $5,924.34 was placed in your escrow account and that your
  request for a refund of those funds was forwarded to their escrow department to
  complete the refund process. However, due to the transfer of service that took place
  effective February 1, 2024, the prior sub-servicer was unable to complete the
  transaction and to correspond with the new sub-servicer to complete the request.
  Please accept our apologies for any inconvenience you may have experienced due to
  this. We have enclosed the letter dated March 27, 2024, with this response for your
  reference.

  
  As of April 2, 2024, the funds for $5,924.34 were moved out of your escrow account
  and applied as the December 2023 through April 2024 contractual monthly payments,
  bringing your account current with the next monthly payment due May 1, 2024.
  Please be aware that there was $92.14 remaining from the re-application of funds
  that was placed into your suspense account due to not satisfying a monthly payment.
  These funds can be used toward your next month’s payment. Additionally, we waived
  the late fees remaining on the account. At this time, your account is reflecting
  $1,074.30 due to satisfy your next monthly payment of $1,166.44 for May 1, 2024.
  Customer service is of the utmost importance, and we sincerely regret that we did
  not meet your expectations. We thank you for bringing this matter to our attention.
  Please know that 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 800.499.8754,
  Monday through Friday from 8:00 a.m. until 5:00 p.m., Eastern Standard Time (EST),
  or via email at *********************. For further information regarding the
  servicing of your loan prior to February 1, 2024, please contact the Servicing Center’s
  Customer Service Department at 877.538.8790 using your former loan number
  **********. For further information regarding the servicing of your loan after
  February 1, 2024, please contact the Servicing Center’s Customer Service
  Department at 833.755.2066 using your current loan number **********.

  
  Best regards,

  
  Lauren ****
  Customer Relations Manager

• Initial Complaint

  03/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I've received a call from my property insurance agent (********* ********) that they have not received payment and the since my mortgage payment was escrowed, they have not seen anything and was informed that I would loose my insurance for property if they don't receive payment by end of this week. I've called CrossCountry Mortgage, LLC, at the number ************* and have not been able to get a hold of customer service (or representative) for 3 days. Every and each time I call, I get this automate run around. Today, 3/7/2024, I finally got a hold of a representative and told her that I was very unhappy with the experience and their services and the fact I may loose my insurance to the property will not be good. then she routed me back to the automate services and was routed around again. I have not been able to get a hold of customer service and get an answer as to what's going on and why this is happening.

  

  Business response

  04/02/2024

  We received your concerns you submitted to the Better Business Bureau (BBB) on March 7, 2024, and we are sharing with you what we found after an investigation into your concerns 
  Homeowner's Insurance 
  In your correspondence you state you received a call from your homeowner's insurance premium agent advising the premium payment had not been received. You state that they advised the premium should have been sent from our escrow account and advised that since the premium had not been received your premium could be cancelled. You state that on March 7, 2024, you spoke with a representative and expressed your concerns regarding the experience and your homeowner's insurance premium. You state she connected you to the Insurance Department; however, you were not able to speak to a representative. 

  
  After reviewing your account, we found that your loan was transferred to CrossCountry Mortgage on February 1, 2024. A letter was sent to you on February 9, 2024, advising you of the loan transfer that took place on February 1, 2024. 

  
  On February 26, 2024, the Insurance Department reviewed your insurance provider's website and was unable to confirm a premium payment was due. As a result, a second attempt was made on February 28, 2024 and the Insurance Department obtained the renewal information. 
  On March 1, 2024, a premium payment of $1,564.37 was paid to your insurance provider. 
  On March 7, 2024, you called CrossCountry Mortgage and inquired about the insurance premium payment. The representative attempted to connect you to the Insurance Department; however, the attempt was unsuccessful. 

  
  On March 11, 2024, the Insurance Department received a cancellation notice from your insurance provider due to non-payment. An insurance representative reviewed your insurance provider's website and determined a premium payment of $1,564.37 was due. As such, a premium payment of $1,564.37 was requested to be disbursed to avoid cancellation. 

  
  On March 12, 2024, a premium payment of $1,564.37 was paid to your insurance provider. 
  If you are a successor in interest (received the property from a relative through death, devise, or divorce, and you are not a borrower on the loan) that has not assumed, or otherwise become obligated on the debt, this communication is for informational purposes only and is not an attempt to collect a debt from you personally. 

   

  On March 13, 2024, the Insurance Department contacted your insurance provider and determined that the second premium payment of $1,564.37 would be refunded to you. Please note that upon receiving the refund it is recommended you deposit the funds into your escrow account to avoid an escrow shortage in the future. 
  On March 18, 2024, the Insurance Department received confirmation that your policy was reinstated with an effective date of March 5, 2024 to March 5, 2025. 
  At this time your loan is due for the May 1, 2024 monthly payment of $1,657.70. Additionally, your escrow account reflects the most up to date insurance information. If you receive any updated insurance information please send the information to the Insurance Department to update our records. 
  

  Phone System  
  In your correspondence you explain you contacted CrossCountry Mortgage and have been unable to reach a representative. Additionally, you state that when you call the automated system does not connect you. 
  We want to apologize for the frustration you recently experienced with our automated phone system. Please know that we are constantly improving our technology to create the best experience possible. In the meantime, it may be helpful to know a few things about how our automated phone system works to help avoid these issues in the future. 
  After reviewing your loan we found that for your security, our phone system requires you to verify your identity before it can fully serve you. To make this easy, it will automatically recognize you when you're calling from a number associated with your account. You can also verify your identity using other secure information, such as your social security number. 

  
  Additionally, our automated phone system is designed to help you find what you need quickly, without waiting for a representative. To do this, it needs to know why you're calling. You can say things like, "Make a payment," "Get my statement," and other self-service items. While we realize that sometimes you may want to speak directly to an representative, our system will first need to know what you would like to speak to a representative about. 
  Please keep in mind that to make our systems more secure than ever, certain functions are now fully automated. Some common tasks, such as making a payment, can now be done entirely through our convenient, self-service tools, like our automated phone system or website. Our agents are no longer able to process most payments over the phone. 
  Again, I am very sorry for the frustration you experienced. Your input will help us continue to improve, and I have already passed your feedback on to our user experience team. Thank you, as always, for being a CrossCountry customer. 

  
  

  Customer response

  04/03/2024

  [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.  I hope that for future, their automate system does not route me calls indefinitely and that the customer support does not hang up just because the customer is frustrated.  The old system did not have this issue.
  
  Regards,
  
  ** **** ****
  
  
  

*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. ↩