Complaints
This profile includes complaints for CrossCountry Mortgage, LLC.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 293 total complaints in the last 3 years.
- 90 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:03/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In December 2024 I emailed requesting information and wire instructions for a recast of my mortgage. Since they took an extended time to get back to me I mailed the necessary items to the address listed on their paperwork with proof from usps that the mail I sent was signed for by them and delivered. In their negligence they have lost my mail and I have been calling since end of January to attempt to resolve this. I have even requested a manager to call me back on several occasions and was told I would receive a call within 48 hours from both a manager in recast and a manager in the escalations department. A manager has never called me back. Their negligence in handling mail is costing me $1000/month on my recast. They have received all of my documentation and have that on file or in email with their research team.
Business Response
Date: 03/31/2025
Recast
After reviewing your loan, we found that you spoke with a CrossCountry Mortgage agent
on December 23, 2024, regarding making a payment for a recast. The agent provided you
with wiring instructions as well as the recast process.
We received your email on January 25, 2025, regarding the checks you sent to us for the
recast. You advised us that you had an incorrect loan number on the checks and the form.
On January 27, 2025, we received your completed Recast Request Form. Due to not
receiving the recast fee and the principal reduction funds, our Recast Department sent you
a request via email at ****************** regarding the required recast funds.
We received your inquiry on February 10, 2025, regarding the payments made on your loan.
On the same day, you spoke with a CrossCountry Mortgage agent and inquired about the
status of the recast. The agent advised you that your account was under review by our
Research Department and submitted a request to have a Customer Service Manager call
you back on a later date. An error occurred during the conversation as the agent failed to
correctly submit a callback request and advised you that the checks were received.
Pursuant to the letter dated February 20, 2025, your request was forwarded to our Account
Services Department to locate the check numbers ********* and *********, in the
amount of $95,000.00 and $250.00, respectively.
You spoke with a CrossCountry Mortgage agent on February 25, 2025, and inquired about
the missing checks. The agent advised you that our Research Department was reviewing
the account to locate the missing funds and set up a callback for February 28, 2025. A
CrossCountry Mortgage agent contacted you on February 28, 2025, and advised you to
send us further documentation showing delivery of the checks.
Further review of your account determined that we could not confirm receipt of the checks
in the amount of $250.00 and $95,000.00 with the information you provided. According to
the United States Postal Service website, the tracking number **************** is invalid
and/or has a status that is not available. Please provide documentation, such as a copy of
the canceled checks or a confirmed tracking number, to assist us in our review to locate
the missing funds.
Please be assured your trust and business are very important to us and your positive
experience is our priority. We apologize for any inconvenience the above referenced errors
may have caused. 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.Initial Complaint
Date:02/20/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I closed on the house at my current address approximately 2 years ago. CrossCountry Mortgage was the broker and lender, so they were "there" at closing, received commission, and have owned the loan since. About a month ago I received notification from the City of ********* that they would be putting a lein on my property if late taxes were not paid. It turned out that the property that I purchased consists of two parcels of land, not one. CrossCountry missed this and never folded the second parcel into my escrow account. I paid the taxes and late fees in the amount of $50 to avoid the lein. I have been corresponding with CrossCountry in writing over the course of the last month and still have not received answers about how this happened, how it is being corrected, and how/when I will be reimbursed for paying those late fees. My property tax statements do get mailed to my address, but they all say "If this has already been paid, disregard" and my assumption, because it is literally what I paid them to do at closing, was that all my property taxes were being paid through an escrow account which is folded into my mortgage. I have e-mails from the City and from CrossCountry, I have invoices and I have proof of payment (I have forwarded all relevant documents to CrossCountry already).Business Response
Date: 02/20/2025
This matter has been addressed today, 2/20/2025, directly with the Customer, enclosed is a copy of that response letter addressing these concerns.Customer Answer
Date: 02/24/2025
[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,
**** *******
Business Response
Date: 04/28/2025
We received your email correspondence on January 31, 2025, and we are sharing with you what we found
after an investigation into your concerns.
Property Taxes
We have reviewed your concerns and are providing you with our response, which includes a detailed
account of the recent activities related to your escrow account.
On February 6, 2025, we reviewed the legal description for your property as part of our ongoing due
diligence. During the review, we found that an error occurred when the second parcel ********, was not
included in the original loan boarding process. As a result, we added parcel ******** to your account,
along with the existing parcel *********
To ensure that all tax payments are accurately processed, we confirmed the tax details with the Haverhill
City Tax Office. For parcel ********, the tax payments for the year 2024 were as follows: the first
installment due on August 1, 2024, was billed and paid in the amount of $914.24; the second installment
due on November 1, 2024, was also billed and paid in the amount of $914.24; the third installment due
on February 1, 2025, was billed and paid in the amount of $1,052.12; and the fourth installment due on
May 1, 2025, is billed and will be paid in the amount of $1,052.12 on or before the due date.
We also confirmed the tax payments for the year 2024 on parcel ********. The first and second
installments, due on August 1, 2024, and November 1, 2024, were billed and paid in the amount of $11.17
each. The third installment, due on February 1, 2025, was billed and paid in the amount of $11.86. The
fourth installment, due on May 1, 2025, is billed and will be paid in the amount of $11.85 on or before the
due date.
Due to the additional parcel being added to the escrow account, an out-of-cycle escrow analysis was
generated on February 13, 2025. The new payment in the amount of $1,761.73 is effective with your April
1, 2025 monthly payment. It was determined that there is an escrow shortage in the amount of $558.36,
which has been spread over the next 12 months.
We understand that the oversight of not including the additional parcel at the loan boarding stage
caused the assessment of penalties and fees. You were charged a total of $71.28, comprising $21.28 in
interest and a $50.00 fee. To address this, we have credited your escrow account with $71.28 as of
February 17, 2025.
We apologize for any confusion and inconvenience this situation may have caused, and appreciate the
opportunity to address the issue.Initial Complaint
Date:02/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company has over paid my taxes to the state in a tremendous amount of money without notifying me. In result of this I have been over paying my mortgage rate by thousands of dollars each month. I notice the change in my mortgage rate June of 2024 and notified the company right away. The company has not changed the rate after realizing the mistake to this day and are still over charging me and each month they are telling me there is nothing they can do to put my rate at it's normal rate even though they have openly told me there was a mistake on my account. At this point I have exausted all of my funds in ordeer to not have late payments expressed this to the company and they still haven't fixed the problem and verbally are telling me there is nothing they can do to help me with the problem that their company made the mistake on.Business Response
Date: 04/29/2025
we are sharing with you what we found after an investigation into your concerns.
In your correspondence you stated we disbursed a large sum of money to your taxing authority without
notifying you, which has caused your monthly payment to increase substantially. You stated we have
advised you that we are unable to make any changes to correct this, although we identified an error was
made.
After reviewing your account, we determined that on March 18, 2024, we disbursed, as billed, $9,315.08
to the District of Columbia Taxing Authority, for parcel number **** ****, for the 2024 tax year. It is
important to note, we are required to pay the amount billed by the taxing authority.
On May 20, 2024, the Annual Escrow Analysis (EA) was completed, reflecting a payment increase, and a
shortage effective for the July 1, 2024, Monthly Contractual Payment (MCP). Please note, escrow accounts
are analyzed once each year to ensure that enough funds are collected throughout the year to disburse
payments to the District of Columbia City Taxes (City Tax), the USAA Hazard Insurance Premium (Hazard
SFR), and the **** ***** ********* (Flood SFR). The amount of the escrow payment is calculated by
first calculating the amount of anticipated disbursements from the escrow account during the
upcoming year. Below is a breakdown of the anticipated disbursements from the account:
Annual Disbursements
City Tax: $9,824.50
Hazard SFR: $742.34
Flood SFR: $575.00
Total: $11,141.84/ 12 months = $928.49 (Base Escrow)
CrossCountry Mortgage and *** ******® are brand name for ********** ******** ***.
We then looked to see if at any point the escrow balance would fall below the required cushion. Please
be advised that according to Section 10 of the Real Estate Settlement Procedures Act (RESPA), the lender
may require a cushion, not to exceed an amount equal to 1/6 (two months) of the total disbursements
for the year. The escrow cushion was calculated at $11,141.84 / 6 = $1,856.98. This means that at no point
should your escrow balance fall below $1,856.98.
In March of 2025, when we projected to disburse $9,315.08 for the city tax, the escrow balance was
projected to fall to -$8,686.98 meaning there would be a shortage of $10,543.96. We took the amount of
$10,543.96 and divided it by 12 months to calculate $878.67 as the shortage spread. Please note a
shortage occurs if there is not a sufficient balance in the account, to cover the entire Escrow year.
Monthly Payment Breakdown
Principal and Interest: $1,759.82
Base Escrow Payment: $928.49
Shortage Spread: $878.67
Total: $3,566.98
On June 14, 2024 we received a call from you regarding the recent escrow increase, during this call the
representative advised that the reason is due to increase in taxes.
On July 17, 2024, we received a call from you advising us that there was an error with the tax amount that
was paid from your escrow account. The representative put in the appropriate request with our Tax
Department for further research. On this same day we received another call from you regarding where
to send your tax bill and the representative provided ************************************
On July 19, 2024, we received a call from you requesting an update on the tax amount and the agent
advised that the research request is still open and advised of the time frame for processing.
On July 20, 2024, our Tax Department verified with the District of Columbia (DC) Tax Authority for parcel
number 5264 0050, that the taxes were billed in the amount of $9,315.08. However, they were reduced
to the amount of $1,670.17, and the text authority advised there is a refund in the amount of $8,154.33.
Our tax team then opened the appropriate request to track this refund.
On July 26, 2024, we received a call from you regarding the timeframe for the tax refund, it is important
to note that the taxing authority is responsible for issuing refunds and we do not have any control over
the time frame for which they issue the refund.
On July 31, 2024, we received a call from you regarding the tax refund. During this call, the representative
advised that we have not received the refund yet. The representative apologized as we are unable to
update the account prior to receiving the refund and therefore cannot update the EA.
On August 1, 2024, an EA was completed, with an effective date of August 1, 2024, and reflected the
following Annual Disbursements and Monthly Payment Breakdown:
Annual Disbursements
City Tax: $2,179.59
Hazard SFR: $742.34
Flood SFR: $575.00
Total: $3,496.93/ 12 months = $291.41 (Base Escrow)
CrossCountry Mortgage and *** ******® are brand name for ********** ******** ***.
Monthly Payment Breakdown
Principal and Interest: $1,759.82
Base Escrow Payment: $291.41
Shortage Spread: $548.12
Total: $2,599.35
On August 30, 2024 our Tax Department confirmed with the DC Tax Authority that the refund can take
anywhere between 7-8 weeks to arrive.
On September 10, 2024, we received a call from you regarding the status of the tax refund. The
representative was able to advise of the notes left by our Tax Department.
On October 11, 2024, we received a call from you in regarding the status of the tax refund. The
representative confirmed we have not received the tax refund as of yet and submitted a request for our
tax team to review. Please note our Tax Department was already tracking this refund, therefore, the
request that was entered this day was cancelled.
On November 06, 2024, we received a call from you regarding the status of the tax refund. The
representative confirmed we have not received the tax refund as of yet.
On November 22, 2024 our Tax Department completed a review to determine the status of the refund.
Originally, the refund amount was $8,154.33, and we applied for that refund amount to be sent back to
your escrow account on July 20, 2024. However, the DC Tax Authority is now reflecting a refund amount
of $4,186.22. Therefore, our Tax Department had to reapply for the refund of that amount and began
tracking this refund.
On December 6, 2024, we received a call from you regarding the status of the tax refund. During this call,
the representative escalated your request to their supervisor, who submitted an escalated request to our
Tax Department. Additionally, the representative submitted a request for a new EA with a 36-month
spread for the shortage amount, per your request.
On December 9, 2024, an EA was completed, with an effective date of January 1, 2025, and reflected the
following Annual Disbursements and Monthly Payment Breakdown:
Annual Disbursements
City Tax: $2,970.38
Hazard SFR: $742.34
Flood SFR: $575.00
Total: $4,287.72/ 12 months = $357.31 (Base Escrow)
Monthly Payment Breakdown
Principal and Interest: $1,759.82
Base Escrow Payment: $357.31
Shortage Spread: $86.93
Total: $2,204.06
CrossCountry Mortgage and *** ******® are brand name for ********** ******** ***.
On December 11, 2024, our Tax Department confirmed with the DC Tax Authority that the available
refund was in the amount of $7,644.91, and the second installment of taxes due September 15, 2024 in
the amount of $1,300.21, was paid from the refund amount hence the adjusted amount.
On December 13, 2024, a letter was sent to you, to advise you that we have removed the flood insurance
requirement from your loan. A request for an updated EA to be completed with the Flood requirement
no longer included was submitted.
On December 16, 2024, an EA was completed, with an effective date of February 1, 2025, and reflected
the following Annual Disbursements and Monthly Payment Breakdown:
Annual Disbursements
City Tax: $2,970.38
Hazard SFR: $742.34
Total: $3,712.72/ 12 months = $309.39 (Base Escrow)
Monthly Payment Breakdown
Principal and Interest: $1,759.82
Base Escrow Payment: $309.39
Shortage Spread: $218.85
Total: $2,288.06
On December 24, 2024, we received a refund from the DC Tax Authority in the amount of $4,186.22, and
began the process of verifying and applying the refund to your escrow account.
On December 24, 2024, an EA was completed, with an effective date of February 1, 2025, and reflected
the following Annual Disbursements and Monthly Payment Breakdown:
Annual Disbursements
City Tax: $10,615.29
Hazard SFR: $742.34
Total: $11,357.63/ 12 months = $946.47 (Base Escrow)
Monthly Payment Breakdown
Principal and Interest: $1,759.82
Base Escrow Payment: $946.47
Shortage Spread: $840.41
Total: $3,546.70
On December 30, 2024, the refund from the Tax Authority in the amount of $4,186.22 was successfully
credited to your escrow account.
On January 13, 2025, our Tax Department confirmed via the DC Tax Authority web portal that they have
a credit of $2,667.90. which will not be refunded due to reassessment and adjustments made previously.
On January 13, 2025, an EA was completed, with an effective date of March 1, 2025, and reflected the
following Annual Disbursements and Monthly Payment Breakdown:
CrossCountry Mortgage and *** ******® are brand name for ********** ******** ***.
Annual Disbursements
City Tax: $10,615.29
Hazard SFR: $742.34
Total: $11,357.63/ 12 months = $421.52 (Base Escrow)
Monthly Payment Breakdown
Principal and Interest: $1,759.82
Base Escrow Payment: $946.47
Shortage Spread: $421.52
Total: $3,127.81
On February 3, 2025, we received a call from you regarding the tax amount being collected for your
escrow, you advised the representative that your taxes should reflect as $2,667.90 and advised this
information was gathered from the DC Tax Authority web portal. The representative submitted a request
for our Tax Department to review. This call was then transferred to our Escalations Department, and the
escalations representative set a follow up call for the next day. We apologize as our records indicate this
follow-up call did not occur and we apologize for any inconvenience you experienced as a result of our
oversight.
On February 6, 2025, we received a call from you regarding an update to the tax information. During this
call, the representative advised you of the same information received February 3, 2025, and confirmed
their supervisor had escalated your request.
On February 7, 2025, our Tax Department completed their review and determined that the first
installment for the 2024 tax year was due in the amount of $1,485.19, and the second installment was due
in the amount of $1,485.19, there was a refund issued in the amount of $4,186.22 and they are reflecting
a credit of $2,667.90, which will not be refunded due to reassessment and adjustments done by the Tax
Authority. These amounts together equal $9,824.50, which matches the amount they received for the
2024 tax year. Please note, this amount includes our disbursement of $9,315.08, and the disbursement
made by the prior servicer, in the amount of $509.42.
On February 13, 2025, an EA was requested, with an effective date of February 1, 2025, and reflected the
following Annual Disbursements and Monthly Payment Breakdown:
Annual Disbursements
City Tax: $2,970.38
Hazard SFR: $742.34
Total: $3,712.72/ 12 months = $309.39 (Base Escrow)
Monthly Payment Breakdown
Principal and Interest: $1,759.82
Base Escrow Payment: $309.39
Total: $2,069.21
Overage: $1,560.00
CrossCountry Mortgage and *** ******® are brand name for ********** ******** ***.
Additionally, on this same day we received call form you regarding the February 2025 MCP amount. The
representative advised the amount currently due is reflecting as $3,546.70; however, this amount is in
process of updating, as a result of the above-referenced EA and an overage is being disbursed to you
with this EA. Please allow 24-48 hours for the payment amount to update accordingly.
It is important to note, the above-referenced overage will be disbursed to you, by mail, with the EA under
separate cover.
We would like apologize as some of the information we previously received from the DC Tax Authority
indicated the refund amount to be a different amount than the amount we ultimately received; however,
we do not determine or oversee the actions of other entities, and we recommend you speak to the Tax
Authority directly if you wish to dispute the amount they refunded.
We strive to provide our customers with prompt, courteous, and accurate service. Please be assured that
your time and positive experience are our top priority, as your business is very important to us. We
appreciate the opportunity to provide the above information, and hope this matter is resolved to your
satisfaction.
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 www.crosscountrymortgage.com 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
Date:02/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
1 Feb 2025 I received a billing statement for an interest loan payment for a VA construction loan to be converted to permanent. In accordance with VA pamphlet 26-7 Lenders handbook Veteran doesn't not pay builder fees i.e. property taxes, builders risk hazard issue are a few ) , builder pay interest payments the veteran begin making payments once the construction is complete and the certificate of occupancy is issued. I reached out to Draw Administrator Manager, loan servicing and customer care department and provided documentation in which they already have. I have not received a completion date from the builder as of present and I informed draw Administrator. I have no problem making payments once I get moved in. No one pays for mortgage until they close.Business Response
Date: 04/03/2025
This letter is in response to your complaint submitted via email to CrossCountry
Mortgage, LLC (“CrossCountry”) on February 4, 2025, and directed to our Legal
Department’s Customer Relations Team. This letter is also in response to your
complaint filed with the Better Business Bureau (“BBB”) on February 6, 2025, and
directed to CrossCountry on the same day. 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.
In your correspondence, you stated that you are being billed for the interest
payments on your Construction to Permanent, Department of Veterans Affairs (“VA”),
30-Year fixed 360-day mortgage loan, and the per the VA Guidelines set forth in the
VA Lender’s Handbook, that you are not responsible for those payments. You also
expressed that you have not received a completion date from the builder.
CrossCountry has investigated your complaint, and these are the results of that
investigation.
We reviewed the correspondence you provided that contained the VA guidelines you
referenced and found those guidelines to be outdated. On June 5, 2024, the VA
amended the guidelines contained within the VA Lender’s Handbook, Chapter 7:
Loans Requiring Special Underwriting, Guaranty, and Other Considerations; Topic 2:
Construction/Permanent Home Loans; Section H to read “The Veteran may pay for
interest not included in the interest reserve, and/or interest due after the initial
interest reserve is depleted to prevent loan default.”
Please be aware that buyers choose and vet their own General Contractor (“GC”).
There is a contract to build that is between the buyer and the GC on each transaction
that is separate from any loan agreements. CrossCountry cannot force either party
to perform based on the terms within the contract to build.
Per the response that CrossCountry provided to you on June 10, 2024, and again on
August 6, 2024, it was explained that there are two viable options to consider and
pursue to try to get your home completed within the timeframe and terms described
within your loan documentation.
Option 1: For you to find a way to work with ********* ***** **** *** to finish
the final portion of the project, obtain a certificate of occupancy, and a passing
VA final inspection, which would thus enable you to modify the construction
loan into the permanent VA loan, which you were originally approved for.
Option 2: For you to dispute the current construction contract with Precision
Total Home LLC through the arbitration process.
According to our records, these options were the only two that would result in you
being able to not only complete your home but also remain eligible for modification
and VA insurance on your permanent loan.
In addition, please note that as the lender, we do not have construction crews that
we can send out to work on the project. Please understand that lenders typically do
not have another contractor work on a home, as the required VA Warranty of
Completion that needs to be issued by the VA approved builder (Precision Total Home
LLC) would be affected and would in turn affect the VA loan approval and insurance
on your permanent loan.
Furthermore, it was found that on multiple occasions that we notified you that we
intended to provide you with an adequate timeframe to explore your legal options in
hopes that your home can be completed without further delay but with the
understanding that your loan is not an open end, undefined, line of credit, which you
can modify. As described in the Construction Loan Agreement and exhibits, which
you executed in 2023, the home must be completed within 12 months of the original
closing, and any extensions beyond that are at the lender's discretion and based on
the likelihood and defined timing of completion.
Please note that the construction phase of your loan ends only after the home has
been completed and the GC has provided and signed all required documents,
including but not limited to a final lien waiver and a VA Warranty of Completion. The
permanent phase of your loan begins when the construction phase ends, and a loan
modification agreement has been executed by you. Until such time that all the
milestones and requirements have been met by both parties, the interest owed to
CrossCountry on the outstanding loan balance will continue to accrue at the
Construction rate of 9.75% and is due monthly. Therefore, it is imperative that you
and GC work together to resolve the issues promptly and in good faith to ensure the
timely completion of the home.
Furthermore, CrossCountry does not select or endorse any specific GC. Nor does
CrossCountry warrant any quality of workmanship or dictate the timing of project
completion. While we sympathize with the challenges you are facing, please know
that any complaints or issues stemming from the quality of work or the timeline in
which it was performed should be addressed by you directly with the GC. This would
be enforced under the binding agreement between you and GC, as CrossCountry has
no jurisdiction over that matter.
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 by mail at **** ******** ******* ********** **** ****** You may also contact
us via email at [email protected].
Best regards,
**** *******
Customer Relations SpecialistInitial Complaint
Date:01/15/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
05 December 2024 my mortage payment was taken out after the house was closed on 26 November. This was for the following Address ***** ******* **** ****** ******** ** *****. After 3 months of trying to get the money back without any resolve. This was an assumption Loan so now I can't access the account and customer service can't help either.Customer Answer
Date: 01/30/2025
[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,
**** **********
Business Response
Date: 04/24/2025
We received your concerns from the Better Business Bureau (BBB) on January 15, 2025, and we are
sharing with you what we found after an investigation into your concerns.
Payment Application
After reviewing the account, it was determined that you completed an Assumption closing on November
26, 2024 and sold the above referenced property that was effective December 1, 2024. The Assumption
was completed in our system on December 2, 2024 removing you as the borrower of the loan. As you
had previously set up an Automated Clearing House (ACH) Payment to draft every 1st of the month, a
payment in the amount of $3,594.80 drafted from your financial institution on December 1, 2024, prior to
the completion of the Assumption. We apologize for the inconvenience.
Further review determined that on Janaury 23, 2025, a Customer Representative attempted to contact
you; however, the attempt was unsuccessful. The same day the payment of $3,594.80 was returned from
your banking institution per your request. Additionally, the ACH plan was cancelled as a result of the
completed Assumption.
. We appreciate the opportunity to clarify this matter.
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 www.crosscountrymortgage.com 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
Date:01/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently purchased a home and signed the closing documents. I was unaware that they had built in a buydown option that cost me over $8000. I was unaware of this because the money was taken from a buyers credit. when I asked my realtor about where my buyers credit was he stated he would look into it. He reached out stating that I had this applied to a buy down on an interest rate that I was completely unaware of. I feel like I was deceived and was not explained that this was completed. Clearly if I knew that this was going to happen I would not so quickly be reaching out to an attorney to attempt to resolve this and get back to what the interest rate was without the buyback and receive my buyers credit. The buyers credit was going to be used to replace or fix the roof. I look forward to hearing from you to see if I have any options.Business Response
Date: 04/24/2025
This letter is in response to your complaint that was filed with the Better Business
Bureau (“BBB”) on January 9, 2025, and directed to CrossCountry Mortgage, LLC
(CrossCountry) on January 10, 2025. 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.
In your complaint, you express dissatisfaction with the closing of your conventional
mortgage loan, specifically that you were not aware that a buydown was used to
lower your interest rate. CrossCountry has investigated your complaint, and this is
the result of that investigation.
Our records indicate that initial loan documentation for your conventional mortgage
loan was issued on December 9, 2024. This included the initial Loan Estimate (LE)
providing you with a detailed description of all estimated loan costs and fees, the
Acknowledgement of Intent to Proceed Disclosure, and the New Mexico Lock-In
Disclosure. Additionally, the documentation disclosed the interest rate at 6.325% with
discount points being purchased of 1.800% of the loan amount totaling $4,458.24,
and seller credits totaling $6,680.00. The documentation was viewed and
electronically signed by you on December 18, 2024, confirming to move forward with
the loan review at that time.
After reviewing correspondence between yourself and the loan officer (LO) on your
file, it was determined that you had been reluctant to sign the initial LE, as you sought
a greater buydown and additional seller credits from an Addendum that CrossCountry
was not in receipt of. Once the Addendum was received, the LO detailed the options
for the disbursement of the funds listed in the Addendum. You requested the funds
be sent to you directly, and the LO explained that would be considered an Inducement
to Purchase and could only be applied towards closing costs, rate buydown, or
removed from the sales price. You requested that the funds be used to adjust the
interest rate to obtain maximum utilization of the funds.
On December 18, 2024, we issued a revised LE and New Mexico Lock-In Disclosure,
reflecting the updated interest rate of 5.875% with discount points being purchased
of 3.485% of the loan amount totaling $8,631.65, seller credits totaling $13,439.00,
and a lender credit of $1,200.00. Additionally, a Notice of Change Circumstances
Reasons disclosure was issued that detailed your request to increase the buydown
amount to decrease the interest rate. The revised documentation was viewed and
electronically signed by you on December 21, 2024, thus again confirming your intent
to move forward with the loan review based on the updated information provided at
that time.
On December 23, 2024, we issued the preliminary Closing Disclosure (CD), disclosing
the interest rate of 5.875% with discount points being purchased of 3.485% of the
loan amount totaling $8,631.65, seller credits totaling $11,500.00, and a lender
credit of $1,200.00. The CD also disclosed that the seller was covering $16,289.13
of the closing costs to be paid at closing. The documentation was viewed and
electronically signed by you on that same day.
On December 27, 2024, we generated the closing documentation, including but not
limited to, the final CD. The final CD reflected the same interest rate of 5.875% with
discount points being purchased of 3.485% of the loan amount totaling $8,631.65,
seller credits totaling $7,500.00, and a lender credit of $1,200.00. However, the CD
further disclosed that the seller was covering $21,687.21 of the closing costs to be
paid at closing. Of the $21,687.21 of the closing costs covered by the seller,
$4,000.00 was designated toward the discount points of $8,631.65; therefore,
reducing your total closing costs by charging you $4,631.65 for the discount points
being purchased. The documentation was viewed and executed by you on December
30, 2024, thus agreeing to the terms of the loan offered to you by CrossCountry.
We appreciate that each customer may have different expectations regarding
communication, and it is never our intention to leave anyone feeling dissatisfied.
While our team works diligently to ensure responsiveness, we understand there is
always room for improvement. To this end, we are committed to reviewing our
processes and ensuring that our communication style aligns with your preferences
moving forward. Our goal is to provide you with the customer service you expect in
the future.
After reviewing your mortgage loan review, it was determined that CrossCountry
properly handled all aspects of this loan and complied with all relevant laws and
regulations while processing the loan.
At this time, we are unable to honor your request for compensation and/or change
the terms of your loan.
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 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 **** ******** ******* ********** **** *****.
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 ************ using your current loan number
*********.Initial Complaint
Date:12/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
CrossCountry Mortgage Company's substantial delay of nearly SIX WEEKS in paying my homeowners insurance premium from my escrow account resulted in my policy lapsing and my insurance company refusing to reinstate my policy. I was forced to purchase replacement insurance at an annual cost more than double my existing policy. I contacted CrossCountry to address this issue, but they refused to provide an explanation for the delay. In fact, multiple customer service representatives misrepresented the facts/dates of notice and payment. For example, Representative "Ebony" asserted that the insurance bill was dated "November 20" 2024, and that CrossCountry mailed the payment on November 22nd "within 24 hours of receiving the bill, which is CrossCountry's policy". "Ebony" refused to provide a copy of the referenced bill or the mailed payment. In speaking with five different customer service representatives over nearly two hours (and offering copies of the insurance company's renewal notice), none would escalate to a manager, provide any written documentation or personal identification info (last name or employee number) or send a written confirmation of the payment delay/steps to correct. CrossCountry's substantial delay caused my insurance policy to lapse, leaving my property uninsured and forcing me to obtain substantially more expensive insurance during an "insurance crisis" of insurance companies leaving California. In addition to substantial financial stress caused by CrossCountry's negligence, I've suffered significant stress and time spent dealing with CrossCountry's non-caring, non-responsive and deceptive staff.Business Response
Date: 01/06/2025
We received the correspondence submitted through the Consumer Financial Protection Bureau
(CFPB) and the Better Business Bureau (BBB) on December 23, 2024, and we are sharing with you
what we found after an investigation into your concerns.
Hazard Insurance
In your correspondence you stated that you are concerned that Cross Country Mortgage's
significant delay in paying your homeowners insurance premium from your escrow account led to
your policy lapsing. Despite receiving the bill on October 9, 2024, CrossCountry did not mail the
payment until November 22, 2024, and it was received by the insurance company on December 12,
2024, six days after the due date. This lapse forced you to purchase new insurance at a much higher
annual cost. Additionally, you found CrossCountry's customer service to be unresponsive and
misleading, with representatives refusing to escalate the issue, provide documentation, or
acknowledge the delay in writing.
After reviewing your account, we found that the loan originated on December 3, 2021, as an
escrowed account to include hazard insurance. We began servicing the loan as of February 1, 2024.
Our records show the loan boarded with an active Hazard Insurance policy issued by ****** ******** ********* ******* effective December 6, 2023, through December 6, 2024, showing an
annual premium amount of $871.13.
A Welcome Letter dated February 9, 2024, was sent to the mailing address on file. The letter
advised that our records indicated that you have an escrow account for taxes and/or insurance. The
letter further stated that CrossCountry Mortgage will continue to make these payments on your
behalf, and that you needed to contact your homeowner’s insurance company to change the
mortgagee clause and provide your insurance carrier with your new CrossCountry Mortgage loan
number. It is important to note that per the Deed of Trust, it is the responsibility of CrossCountry
CrossCountry Mortgage and Mr. Cooper® are brand name for ********** ******** ****
Mortgage to pay for the escrow items from the escrow account as billed by the taxing agency and
your insurance carrier by date due. It is the responsibility of the homeowner to provide the
insurance information to CrossCountry Mortgage. We have enclosed copies of the Welcome Letter
and Deed of Trust for your review.
As evidence of insurance had not been received, on November 21, 2024, we contacted your
insurance company and spoke with a representative to obtain the renewal information. Payment
was scheduled and paid from the escrow account accordingly. The account record shows on
November 22, 2024, funds in the amount of $935.13 were disbursed from the escrow account for
Hazard Insurance.
On December 17, 2024, you called in to inform us of a notice of a lapse received from your insurance
company for the hazard policy. You were informed of the details of the hazard payment dated
November 22, 2024, sent by check number ********* in the amount of $935.13 payable to your
insurance company. In addition, we contacted your insurance company and spoke with a
representative who advised us that the policy had been cancelled. We were informed that their
records showed late payment received by check and deposited by your insurance company
effective December 13, 2024, and the refund would be sent from the insurance company directly to
you. You confirmed that you were aware of the process of returning the refund to your escrow
account by making an additional escrow payment.
You were further informed that as we had not received evidence of insurance, we contacted your
insurance carrier on November 21, 2024, to obtain the policy information, and payment was issued
accordingly by check from the escrow account on November 22, 2024. You were advised that it can
take 7-10 business days for payment sent by bulk check via mail and that processing time is
determined by your insurance company. You were informed that we had not received a
cancellation notice from the insurance agency and that due to cancellation, you would need to
obtain a new hazard policy.
On December 18, 2024, the Lender Placed Insurance (LPI) process was initiated due to evidence of
insurance not being received. An Insurance Letter dated December 23, 2024, was issued and an
email notification was sent to the email address on file to advise that a new document was ready to
view through your online account. The letter advised that your hazard insurance expired with a
request to provide evidence of new coverage to avoid a lender policy being obtained for the
property.
This same day, evidence of insurance was received. Information for hazard policy number
ZHO6985749 issued by Farmers Insurance Group effective December 17 2024-2025 with a premium
amount of $2,404.00, was updated on the account. As such, payment for this policy was scheduled
to be made from the escrow account.
Later that day an email message was received via the Insurance Department inbox with a request
to check to see if the cancelled hazard insurance policy could be reinstated due to the payment
being sent by bulk check. An email reply was sent to the email address on file. In the reply message
we advised that the payment issued on November 22, 2024, was cashed by the insurance company
on December 13, 2024. In addition, the message advised that we called and spoke to a
representative with Zurich American. We were informed that the policy did not have a grace
period; therefore, if payment is received after the expiration date, reinstatement is not possible. It
was clarified by the insurance company that the policy was due on December 6, 2024, and their
records showed the check was not cashed until December 11, 2024; therefore, the policy was
cancelled. It was confirmed that they would not reinstate the policy even if sent by bulk check and
CrossCountry Mortgage and Mr. Cooper® are brand name for ********** ******** ****
that you would need to obtain a new hazard policy. In the message we further detailed the new
hazard policy information received on December 23, 2024, and confirmed that the information had
been updated on the account.
On December 24, 2024, funds in the amount of $2,404.00 were disbursed from the escrow account
for Hazard Insurance. Please be advised that you have the option to return the insurance refund for
the cancelled policy back to the escrow account by making an additional escrow payment at any
time to avoid a potential escrow shortage.
At this time a new analysis has not been generated and the account reflects the next monthly
installment is due for January 1, 2024, in the amount of $3,660.09. Our records indicate the next
annual analysis will be conducted in May 2025.
While we realize our findings may not align with your expectations, I am confident that the additional
clarification we can provide will help explain the reasons for our decision.
If you have any questions, please contact our Customer Service Department at 833-755-2066 or via mail
at **** ***** ** *** ***** ******* *** ******* *********** ** ****** *** ***** ** ********* *** ****** ******* ****** **** * **** ** * **** ***** ***** ** ** *** *** ** **************************** *** **** ************
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
Date:12/06/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was given misinformation from Crosscountry in regards to endorsing my checks for my flood claims. Their inaccurate information caused delays not to mention me paying ***** expedited shipping to send the checks back. Would like a refund for delivery I paid. There forbearance plan was not feasible as I had up pay my mortgage while waiting on their misinformation. Feel certain compensation for their inaccurate information should apply to the close to 3 weeks to wait on my contractor check.Business Response
Date: 12/23/2024
Dear ****** ** *******:
We received your correspondence through the Better Business Bureau (BBB) on December 6, 2024.
We are sharing with you what we found after an investigation into your concerns.
Forbearance Plan
After reviewing the account, we found that we received your request for mortgage payment
assistance, and the enclosed letter dated October 8, 2024, was sent to you with information that
you were approved for a forbearance plan. As part of the forbearance plan, you were approved to
have your monthly payment amount of $2,261.07 temporarily suspended for two months, effective
November 1, 2024. We regret that you disagree with the terms of the forbearance plan; however,
please note that CrossCountry Mortgage is required to follow investor and program guidelines.
On October 23, 2024, you spoke with a CrossCountry Mortgage agent and advised that you were no
longer interested in the forbearance plan. The agent submitted a request to have the forbearance
plan cancelled.
Loss Draft
You spoke with a CrossCountry Mortgage Loss Draft agent on October 21, 2024, to inquire about the
loss draft process, as there was damage to the property. The agent advised you of the process as
well as the time frames regarding the check being endorsed by CrossCountry Mortgage. It is
important to note that the claim was classified as non-monitored at that time.
We received a check in the amount of $10,000.00 on October 22, 2024. CrossCountry Mortgage
endorsed the check, and it was sent to your bank account, as you requested.
On November 8, 2024, we received an Attestation to Repair the Property and Indemnify form. As
such, the claim was reopened and reclassified as a monitored claim. You were advised of the
monitored claims process during a conversation with a CrossCountry Mortgage agent on
November 12, 2024.
We received a check in the amount of $12,378.03, with check number 7317121, and a check in the
amount of $81,773.79 with check number 7317119 on November 20, 2024. However, the check in the
amount of $81,773.79 with check number 7317119 was returned to you, as the check was missing an
endorsement, pursuant to the letter dated November 20, 2024. The letter advised you that the
check must be endorsed by all parties listed on the check.
You spoke with a CrossCountry Mortgage agent on November 22, 2024, regarding the claims check
status. The agent advised you that we would need the check fully endorsed, as well as a fivebusiness-day timeframe for the first draw check to be sent to you once the check is received.
On November 27, 2024, you spoke with a CrossCountry Mortgage agent to express your concerns
with the claims process. The agent advised you that once the claim checks were received, please
allow 24-48 hours for processing and up to five days for deposit into the account. The agent also
advised you that once the funds were deposited, they would request expediting the first draw check
to be sent to you.
Our records show that a check in the amount of $12,378.03, with check number 7317121, and a check
in the amount of $81,773.79 with check number 7317119 were deposited into the account on
December 2, 2024. On the same day, a letter was sent to you that contained the process guide for
the repair of your home.
On December 5, 2024, the first draw check in the amount of $30,000.00 was sent to you via FedEx
with tracking number ************* You were provided with the FedEx tracking number during a
conversation with a CrossCountry Mortgage agent on December 6, 2024.
CrossCountry Mortgage strives to provide excellent customer service, and we are sorry to hear that
you are dissatisfied with the loss draft process. However, we respectfully decline your request for
compensation stated in your correspondence.
If you have any questions, your Dedicated Loan Specialist is ******** ******** who 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.
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. You
have the right to access the documents relied upon in this investigation and we have enclosed
them. Those documents are:
• Prior Attestation to Repair the Property and Indemnify form
• Forbearance Plan Letter
• Loss Draft Process Letter
• Returned Check Letter
• Transaction History
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
CrossCountry Mortgage, LLC
** *** ****** ******* ** ***** ****** ************ ********** * ** **** **** *** ****** ************************Customer Answer
Date: 12/23/2024
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.
First, the Forbearance plan had no exact outline plan for prepayment. If you listened to my recorded calls that you claim to have on file for quality and training purposes, you will hear that it could be a lump sum, it could be extra each month, or add to end of the mortgage. Not one individual could explain which solution would be implemented. Second, because of your representative’s incorrect endorsement guidance it led to almost a month’s delay to get the $30,000 to pay contractors because as your letter confirmed they had to be sent back and causing a delay while still paying my mortgage to you all. Waiting on your misguided directions. Plus I paid ***** initially to ship the checks which ended up in the return process you outlined in your letter. I do not feel your decline is satisfactory when I was given misinformation and should receive financial compensation for the delays and fees I paid as I result of your untrained employees.
Regards,
****** *******
Initial Complaint
Date:11/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
CrossCountry Mortgage LLC is refusing to pay Township taxes. At this point taxes are overdue and township is charging interest fee. Taxes were supposed to be paid by 11/10/2024. Today I called ****** ****** account manager to find out when it will be paid, he started screaming and arguing telling it will be paid when it will be paid. At this point I don't know what I can do to have them pay taxes. Please let me know what steps i can take next. Thank youBusiness Response
Date: 12/05/2025
We received your concerns submitted by the Better Business Bureau (BBB) on November 19, 2024, and
we are sharing with you what we found after an investigation into your concerns.
Taxes
In your correspondence, you detailed your concerns regarding the unpaid Township taxes. You stated
the taxes were billed by the Township to be paid by November 10, 2024, and an interest fee has been
charged as the taxes are overdue. You stated that you have contacted the company, however the issue
remains unresolved. Therefore, you are requesting assistance to resolve this matter.
After reviewing your account, we found that on October 14, 2024, ****** ****** inquired about the
property taxes, and we advised that the escrow account would cover the verified amount. Between
October 18 and October 22, 2024, further communications confirmed that the tax amount due was
$3,453.21. On October 21, 2024, we disbursed $3,085.62 from the escrow account for the Town Tax.
However, a subsequent tax research was completed and it was determined that a tax adjustment
of $367.59 was needed. This adjustment was disbursed on October 30, 2024. Unfortunately, the
payment was rejected by the county due to being a bulk check.
To remedy this, we issued a new check for the tax adjustment amount on November 14, 2024.
Furthermore, on November 25, 2024, a payment totaling $396.96, which includes a $2.37 penalty,
was transmitted to the tax agency. It is important to note that the base amount of $367.59
disbursed from the escrow account and the penalty amount of $2.37 was charged to the servicer
for a total amount of $396.96. We have enclosed a copy of the Transaction History for your review.
We called and spoke to ****** ****** on November 27, 2024, regarding the status of the tax research.
We advised of the details of the payment sent on November 25, 2024. ****** informed us that the
information was not needed as the county had been contacted and confirmed that the payment for
the Year 2024 4th Installment tad adjustment had been received. ****** further inquired about the
status of the refund amount of $367.59 for the original payment. We advised that the of the payment
CrossCountry Mortgage and *** ******® are brand name for ********** ******** ***.
was still in process and once received it will be deposited to the escrow account. It is important to note
that while it is the responsibility of CrossCountry Mortgage, LLC, to pay for the taxes from the escrow
account as billed by the taxing authority by the date due, any tax assessment and/or refund is based
on the procedures and processing times of the taxing authority.
On December 2, 2024, the Tax Team updated the account to reflect that verification of proof of
payment was completed. We called and spoke to a representative with Marlboro Township. The
representative confirmed that the payment of $369.96 was received and posted effective November 20,
2024. Additionally, it was confirmed that the Year 2024 4th Installment lien was removed and is not at
risk of sale. The account reflects that the tracking of the refund is still in process and the next quarterly
installment for Town Tax is due January 31, 2025.
If you have any questions, please contact our Customer Service Department at 833-755-2066 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 www.crosscountrymortgage.com 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
Date:10/29/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My servicer will not renew my homeowners insurance due to their rating. I have had this company since 2023 and my renewal is due 11/5 and they just notified me. I am in a disaster area with Hurricane Milton and my home has exterior damage. They expect me to obtain another policy with exterior damage from a hurricane. Even if I can obtain, I can only imagine at what cost. I also have a claim for the damage with my current insurer. I would like them to pay my renewal so I can keep my current insurer, especially with the hurricane damage and claim.Customer Answer
Date: 11/11/2024
[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,
Dina Robinson
Business Response
Date: 11/11/2025
We received your concerns you submitted to the Consumer Financial Protection Bureau (CFPB) on
October 30, 2024, and the Better Business Bureau (BBB) on October 29, 2024, and we are sharing with
you what we found after an investigation into your concerns.
Escrow Account
After reviewing your account, we found that on October 18, 2024, CrossCountry Mortgage’s Insurance
Department attempted to contact Great Florida Insurance; however, the attempt was unsuccessful.
Further review determined that the Insurance Department received the renewal information from
Unique Insurance for policy ********** on October 21, 2024. The renewal information reflected a
premium of $3,538.28, effective November 1, 2024 to November 1, 2025. Please note that the system
automatically determined that the insurance rating was insufficient.
As such on October 22, 2024, a letter was sent to you advising you that your insurance provider must
have a B+ rating in the nationally published A.M. Best Key Rating Guide. It was determined that your
provider did not have a B+ rating and as such it was recommended you obtain a new policy with a higher
rating.
On October 24, 2024, the Insurance Department determined that Unique Insurance was not rated and
confirmed further research was needed.
On October 28, 2024, you called the Insurance Department and inquired about the letter you received.
The representative advised you updated insurance was needed due to your insurance provider rating.
On October 30, 2024, your escrow account was updated and a premium payment of $3,538.28 was
requested the same day.
On October 31, 2024, the premium payment of $3,538.28 was sent to Unique Insurance via check number
*********.
CrossCountry Mortgage and Mr. Cooper® are brand name for Nationstar Mortgage LLC.
On November 5, 2024, a representative from the Insurance Department contacted Great Florida
Insurance and confirmed the policy details. The representative advised the agent of the payment sent
and the agent confirmed the policy payment would be accepted as long as the payment was received
by November 14, 2024.
On November 6, 2024, the Insurance Department confirmed your insurance information was correctly
updated in your escrow account showing hazard policy ********** effective and in place from
November 1, 2024 to November 1, 2025. Additionally, your escrow account reflects the flood insurance
policy ********** with American Bankers Insurance effective November 5, 2024 to November 5, 2025.
The Insurance Department advised they will continue to monitor the payment sent on October 31, 2024
to ensure the funds are cashed, and posted effectively. It was also confirmed that you no longer needed
to obtain new coverage.
At this time your escrow account reflects the most up to date information and all policy details have
been confirmed. Please note we do not have information regarding your open insurance claim, please
provide updated claim information. We ask you to continue to provide any updated insurance details
you receive to ensure we update your records accordingly. You can email any updated information to
[email protected] or mail information to CrossCountry Mortgage, PO Box 7729,
Springfield, OH 45501-7729. 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.
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