Business Profile

Mortgage Broker

CrossCountry Mortgage, LLC.

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

299 total complaints in the last 3 years.
91 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:01/10/2023
Type:Billing Issues
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.
Cross Country Mortgage is penalizing clients for mistakes that occurred on their operation side.

They are charging me a $198.28 late fee when the late payment was caused by their operation mistakes. Earlier in 2022 I was on multiple phone calls with customer representative from Cross Country to resolve an overpayment issue, (just like others have posted earlier, CrossCountry tends to over collect on escort and OVERPAID a combined amount of more than $7000 to both my city council and insurance company by automatically drawing funds from my bank account....). After I contacted them, the Crosscountry representative instructed me to stop my autopay setting until the over-drawing glitch was resolved and this would also prevent the escort from continuously drawing excessive funds from my bank account via autopay. When I tried to re-enroll the autopay right after that, the website had another glitch that prevented me from reactivating my autopay. I was told by Crosscountry's representatives in August that they will fix the issue and reactivate the autopay, but they never did.

In October, I noticed that my auto payment setup was still not active. I immediately contacted Crosscountry to have it set up again, but have already been charged two separate late charges. I was told by the phone representatives that they could help me revert one of the two late charges, and I just need to email the research team and they will have the other incorrect charge removed. I sent them a detailed email justifying the reasons to reverse the late charge incorrectly imposed, and in both times, they simply declined the requests without any reasons. I am posting this issue here, because I wasn't able to communicate with the "research" team who just simply replied to customers' request using generic letters.

In summary :
1. I was instructed to deactivate my auto-pay function because Cross Country kept overdrawing funds to the escort account.
2. My auto-pay function was not activated in time because Cross Country had a glitch on their side to activate my auto-pay.
3. For the record, I have always been ahead of my mortgage payment and was never once late until this glitch happened.

So, on what grounds and why should a customer be penalized for Cross Country's mistake? Would anyone at Cross Country please explain this to me?
Business Response
Date: 01/25/2023
Please see the attached response letter for further details.
1/25/2023 -- A payment was
disbursed to Travelers Insurance from the escrow account on 8/2/22, to
renew policy ************, but there were
endorsements that changed the amount of the premium. As a result, the insurance carrier rewrote the policy with a different policy number, premium
amount, and effective date. Since this was a new policy, Travelers Insurance
canceled the previous policy we had on file and was responsible for issuing an
overpayment refund directly to the customer. Our office was not made aware of
the canceled policy until we were notified a refund check would be mailed to the customer. After working with the insurance carrier, on 1/20/23, we
confirmed that the overpayment refund will be sent to the customer. Please contact
Travelers Insurance directly regarding the status of the funds in question.
Once the customer receives the check, they may forward the funds to our office to be
deposited into their escrow account. To maintain active insurance coverage,
a payment was disbursed from the escrow account to Travelers
Insurance for the new policy ************* on 8/11/22, and we have
updated the records accordingly to reflect this information. Our
records do not indicate a system error caused excessive overdraft of funds from
the bank account on file. Prior to deleting the auto
draft, a representative advised the customer that we disbursed an additional insurance
payment during a phone call on 8/12/22. However, our records do not
reflect a representative who instructed the customer to remove the account from our Automatic Payment Program
(APP). Although the insurance
payment was drafted from the escrow account on 8/2/22, this transaction
did not have a direct impact on the monthly payment amount because we had not
conducted an analysis of the escrow account to update the monthly amount since 5/16/22. When we did not receive the September or October 2022 payments within 15 days after the payment due date,
late fees were assessed on September 16 and October 17, 2022,
respectively. As a one-time courtesy, we waived one of the late fees assessed. We have reviewed the
account and determined that there have been no failed attempts to set up the auto
draft. We have not identified any glitches in our system that overdrafts
excessive payments from the bank account on file, nor are we able to confirm
that a representative advised to remove the loan from overdraft due to a
system issue.
Customer Answer
Date: 02/07/2023
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 response I reviewed appear below.
CrossCountry’s escalation agent falsely accused me of not informing them about the insurance policy cancellation. I have called CrossCountry multiple times asking them to stop paying the insurance policy to prevent double-paying, and I have an official physical letter from CrossCountry stating that my request was received and addressed. The attached letter proved that the escalation agent’s claim was incorrect.
The escalation agent admitted that the disbursement happened at 8/11/2022, but failed to acknowledge that this was made because of CrossCountry’s operational mistake. This disbursement should not have been made because the disbursement stop had already been instituted on 8/4/2022 which was a week prior to the disbursement that should not have occurred (as shown in the same attached letter).
The escalation agent couldn't find any failed autopay setup attempt simply because CrossCountry’s website glitch did not allow me to put in the request to start with. I had communicated the issue with CrossCountry’s representatives at the time, but the escalation agent failed to find these records.

Regards,

********* ****
Business Response
Date: 03/06/2023
Please see the attached response letter for further details.
After further review, we can confirm the customer informed a representative that we should refrain from disbursing a premium
payment from the escrow account due to policy changes during a phone call on 8/1/22. The representative advised that we would initiate a request to
remove the escrow account from the loan and place internal stops to prevent
escrow disbursements, which would take about 5 business days. However, the
internal stops were not implemented early enough to prevent the insurance
payment disbursement to Travelers Insurance from the escrow account
on 8/2/22, for policy number ************. Although we placed an escrow
disbursement stop on the loan, effective 8/4/22, our third-party vendor
for insurance verification, National General Insurance, overrode the stop due
to the urgent invoice received for the new policy, reflecting that a payment
was due. As a result, this payment was disbursed from the escrow
account to Travelers Insurance for policy *************, on 8/11/22. We
contacted the insurance carrier on 2/24/23, and confirmed that this
policy has not been overpaid. Regarding the technical
issues experienced when accessing our website at
myloan.crosscountrymortgage.com, we show the customer spoke to a representative about
this matter on 10/26/22, who instructed to download our site’s app
on the customer's device, and contact us if they continue to encounter error messages. Our
records indicate that the customer was able to successfully log into our website on 1/26/23.
Customer Answer
Date: 03/11/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

********* ****
Initial Complaint
Date:01/08/2023
Type:Billing Issues
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 filing a complaint due to miss information give multiple times, while going through a traumatic episode. I stayed in contact with my mortgage company because of fear of ruining my credit due to unforeseen circumstances. Including my wife and I contacting them multiple times to clarify that our credit wouldn’t be affective until we received the money from her 401k and had 90 days to pay. We were told numerous times by different people and given a date it had to be paid by, in which we made sure it was paid up to date prior to the 90 days given. We were told if we had a negative report on our credit report to call customer service and it would be corrected on that call.We have contacted them and had to put it thru appeal for over 3months now and receive same answer they can’t help.They have many recordings of us calling and notes and refuse to do what they told us.I hope you can help or shed light on next plan of action.Thank you for your time.
****** **********
Business Response
Date: 01/30/2023
Please see attached response letter and enclosures for further details.

1/30/2023 – Our records indicate
that the customer started the Loss Mitigation process on 9/18/22; however, our
office received an incomplete Loss Mitigation application. As we did not receive
a complete Loss Mitigation application, the September 2022 payment remained
due. We sent correspondence on 9/23/22, advising the application was deemed
incomplete and which documents were still required. We sent another letter detailing
the documentation still needed on 10/10/22. On 11/2/22, we sent correspondence
advising that the application was denied as we did not receive a complete
package. We
reviewed the request for a credit correction; however, it was determined that
no adjustments can be processed at this time. Until such time that a
complete application was received, it was necessary to keep the loan current to
avoid any adverse credit reporting. The September 2022 payment initially received
on 9/12/22, was stopped, and reversed from the loan on 9/15/22. We are unable
to accept an attempted, but returned payment, as proof of timely payment. We apologize for any miscommunication the customer
may have received when corresponding with our representatives.
Initial Complaint
Date:12/28/2022
Type:Product Issues
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.
A tax assessor recently went up on my taxes stating I had work done to my kitchen. I spoke with the assessor and he came out to my residence to to that no work was done. After that visit he put my taxes back to the original amount. I sent cross country this information through email and they wouldn’t accept saying that it wasn’t the bill just a estimation. I sent the tax bill and they won’t accept that either. Both documents show the cancellation of the new tax hike. That it was to remain as the original amount. Cross country refuse to acknowledge this and keep giving me the run around. I was told to just pay the new amount in full to avoid later hikes in my mortgage. My mortgage has went from $2261+, to $3089+ to $3110+ since November of this year.
Business Response
Date: 01/20/2023
Please see the attached response letter for further details.
On
January 27, 2021, we issued the closing documents which disclosed that the
customer agreed to have an escrow account, as well as being notified and aware
that the total monthly payment may be subject to change due to increases or
decreases in annual taxes and/or insurance premiums. Regarding the request to remove the escrow
account, the customer is not eligible at this time due to the terms and
conditions of the type of loan. Please
disregard the November 2022 escrow analysis statement, as corrections have been
made to the account. We received the required updated tax bill with the
correspondence and have updated our records accordingly. As part of this
update, we also credited the escrow account on January 4, 2023, for the pending
refund from the taxing authority that was previously taken out of the escrow
account and sent to the taxing authority. We completed an interim escrow analysis on
January 9, 2023, reflecting the corrections, and updated the monthly payment. At the time the analysis was completed, there
was a shortage reflected in the escrow account and no refund was determined due
to the customer at this time. Please be aware that we
collect one-twelfth of the tax and insurance premiums into the escrow account
for payment of the future due premiums. The amounts used to estimate the taxes
and insurance for the coming year are based on the bills we receive from the taxing
authority and insurance carrier, if available, or the previous year’s
disbursements. As taxes and insurance premiums can fluctuate from year to year,
the amount needed to collect for the escrow account can also change.
Customer Answer
Date: 01/20/2023
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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ********
My December mortgage payment of $3089 was an overpayment in which I paid over $800 to cross country mortgage to keep my account in good standing. I would like all my overpayment money back. Cross country is trying not to refund me that money. It’s from my personal account not a credit from them or the tax assessor office. I paid it to keep my account in good standing and I would like my money back. They have no rights to keep my money or do as they want with it because they had the correct information from the tax assessor office but didn’t want to act off this information until I got the BBB Involved

Business Response
Date: 02/16/2023
Please see the attached response letter for further details.
2/16/2023 -- On 10/14/22, an escrow
analysis was completed on the account. During this analysis a shortage was determined. This shortage was spread over a 12-month period, adding to the monthly
payment. That new monthly payment was effective with the December
2022 payment. Per
the Real Estate Settlement Procedures Act (RESPA ) guidelines, the customer is to pay the current amount due at that time until a new
analysis is in effect. Additionally, when an escrow account has a negative balance, we are
required to collect additional funds to bring
the account positive, as such, we are unable to offer the customer refunds for any
payments made at the higher amount. Please understand that for
our office to make necessary updates to the tax amounts, we require an updated
tax bill. This information was received, and a new escrow analysis was
completed on 1/6/23. During this analysis a shortage was
determined. Effective with the January 2023 payment, we began
collecting $152.02 with the monthly payment to be applied towards the shortage. However, the monthly
payment amount, effective with the January 2023 payment decreased by $621.79 from the December 2022 payment amount. Due to these findings, our stance remains the same, as we are unable to honor the request for a refund at this time.
Customer Answer
Date: 02/17/2023
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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ********

December 2022 I paid $3089 for my mortgage because cross country didn’t want to honor the change that the tax assessor made making my payment back to normal. They didn’t honor it until my first complaint to BBB. My mortgage didn’t increase until January 2023 because of an insurance hike. The payment I made in December does not give cross country the right to keep my money. The only reason I made the high payment in December is because I wanted to keep my account in hood standing as told to me by cross country and that I will receive my refund for over payment. Cross country does not have any right to allocate my money how they wish because it’s my money. Not an escrow account funds. My funds that came out of my personal bank account. You cannot bully me into with those analysis like you tried when I first sent the paperwork from the tax office and you refuse to place my account to normal. I do not agree to their answer because it’s my money not theirs. All the info they sent me is false because in December my payment should have been the original $2261 not $3089. No changes should have been made to my account until 2023 when my insurance increase making my payment $24xx. So can someone explain why they feel that they have a obligation to my overpayment

Business Response
Date: 02/24/2023
Please see the attached response letter with enclosures for further details.
2/24/2023 -- Our
stance remains the same as the letters that were sent to the mailing address on
January 19, and February 16, 2023. The letter attached provides the details of the escrow account with the amounts applied, advanced, disbursed. and balances during those times to current to better explain why the customer's escrow account was in the negative. The
account is currently reflecting due for the March 2023 payment.
The escrow account is currently reflecting a negative amount of $162.68. The customer is welcome to pay the escrow shortage of $162.68 to assist with lowering the monthly payment; however, no refund is warranted at this time.
Customer Answer
Date: 02/27/2023
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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ********
That escrow account doesn’t have anything to do with my overpayment in December 2022. I would like to have my money back that I over paid. Cross country is scamming me and there are plenty of reviews that show you practicing this scam on many other hard working people trying to provide for their families. Can you please give me my money back and stop this nonsense that you’re doing. My money that I sent that was an overpayment has nothing to do with whatever you think you got going on because if you didn’t try to scam me in 2022 and have me pay more than my mortgage payment then we wouldn’t be here. Why have me pay extra when you knew I didn’t have to. But you threatened me saying if I didn’t pay I’ll have to to go in foreclosure after I sent all the proper documents from the city of ****** tax assessor office
Give me my money back cross country
Initial Complaint
Date:12/20/2022
Type:Billing Issues
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.
Constituent has issues with ***** ******* ******** **** * *** ** ********* ** ****** ************.
They raised his escrow amount due to value of home increasing and changes in his insurance policy.
He was paying extra that was to go into his escrow account but was put against the principle. They
correct that issue, is not getting bills for various amounts that were all due at the end of the amount.
Learned the extra he was paying toward escrow was not corrected. Now they've taken his entire
monthly payment was applied to the escrow account and nothing to the principle which makes his
monthly payment appear to be unpaid and late***** ****** ** ******** **** * *** ** ********** ** ***** ************ ****
Business Response
Date: 12/30/2022
Please see the attached response letter for further details.
12/30/2022 -- The required annual escrow analysis was completed on 8/16/22, which
determined a shortage and a new monthly payment, effective with the 10/1/22 payment. This analysis and
shortage were determined based on the updated anticipated disbursements for the property taxes in January 2023 and June 2023, and the updated anticipated disbursement for the homeowner’s
insurance in April 2023. Upon further review, it was determined that the
reapplications completed on 10/12/22-10/18/22 needed to be reversed and completed again. The reversal and reapplication of the payments for 11/2020
through 1/2023 were completed on 12/22/22 through 12/28/22, with funds in excess of each monthly payment applied to escrow as requested, and each payment applied with the original date of receipt as the effective date of each payment. No late charges have been assessed to the account, and no negative
credit reporting for the loan has occurred. As the customer has been sending payments to our lockbox service, any
funds in excess of the full monthly payment will automatically be applied to the principal balance unless the escrow account reflects a negative balance
or if there are any unpaid fees on the account. This is because our lockbox
service is automated, and unable to apply funds as may be directed on the memo
line of the check. If the customer wishes to make any payments directly to the escrow account as part
of the monthly payment, they must be either sent directly to the address listed in the letter attached with the loan number and application instructions on the memo line of the check, or made online to the website listed on the letter attached, where the customer may specify the application of the payment.
Customer Answer
Date: 01/02/2023
[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, from ******* *. is satisfactory to me. I accept the outcome from ******* *. but my satisfaction is not with ******* *. but with the customer service center.
What I do not accept is that on every call to the customer service center, I was told that my wishes were going to be honored, but never were and it appeared to me that incompetence and untruths reigned supreme. I asked for specific moneys to be directed to the escrow account, but never were. I asked for further moneys that I paid to fix this issue to be applied to the escrow and was told again and again that they were, but it was never done. I was also told by letter that the moneys that I paid to fix the escrow shortage was NOT going to be applied per my request which ended up with this complaint being generated.
I was never informed by the customer service center on the limitations of the capabilities of the automated system and I was assured each phone call that my wishes would be honored. In my opinion, it is a case of dishonesty and untruths on the part of the customer service center. I have worked customer service for 29 years in my career and to me, the actions of CrossCountry Mortgage LLC customer service center is inexcusable.

Regards,

**** *****
Initial Complaint
Date:11/12/2022
Type:Service or Repair Issues
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 have never had a 30 day late in my mortgage since I obtained a mortgage since 2013 when I obtained my first mortgage, in fact I had never been late on anything. I worked really hard to increase my credit score all the way up to above 720-740 range. I made an online payment back in. June and I noticed that the payment was taking way too long to process. I called them in July or August after it happened again. Because I kept getting late fees and I did not know why. I was making electronic payments like normal and the payments before all this happened were processed very quickly.
In August I made the payment around 8/12 and the payment was not processed until 10 days later. Causing a late fee, the check was returned and CCM did not notify my until around 9/29 by mail, in which I did not check the mail until 10/1 saw that the payment was behind and immediately made a 2 month payment. $6444.
In September I made sure to make my payment on like 9/3 or 9/4, well the did not process the payment until 9/26 and I have a bill account that I transfer over the money I need to pay bills besides like $100-$150 typically to avoid the possibility of my account being hacked and no having access to my money. But since the late fee was added on again it returned the check. Then cross country did not notify me until 10/1 by mail! So by the time I checked the mail on 10/3 I had a 30 day late.
We called to get it resolved because this was ridiculous and they said that because there was 2 of these all though due to their system we had to make a payment by cashiers check. I paid $9666 and overnighted it but guess what they had issues again processing. I now will be making a payment tomorrow if $9666 to cover 3 months. If I had issues making payments I would not make payments for a 15 year note 3 months at a time.
I now have a 30 day late and I can’t get qualified for even a car due to my credit score. They need to pay for my credit to be fixed immediately and I need monetary comp.
Business Response
Date: 12/15/2022
Please see the attached response letter for further details.
We received an online
payment on June 16, 2022, for the June 2022 payment.
This payment was processed that same day, and we do not reflect that this
payment was returned. We then received an online payment on July 18, 2022, for
the July 2022 payment, which we attempted to process; however, this payment was
returned due to Non-Sufficient Funds (NSF) on July 22, 2022. As such, a late
charge and NSF fee were assessed. The next online payment received was on
August 2, 2022, for the July and August 2022 payment.
This payment was processed on August 2, 2022, and was not returned. We then
received an online payment on September 15, 2022, for
the September 2022 payment, which was processed and returned due to NSF on
September 26, 2022. As such, a late charge and NSF fee were assessed. We received a payment which was processed on October 12, 2022, and applied to
the September, October, and November 2022 payments with an effective date of
October 5, 2022. An additional payment was processed on November 28,
2022, and applied to the December 2022 payment, as well as the January and
February 2023 payments with an effective date of November 23, 2022. Any funds
received over the monthly payment amount were applied as principal payments.
We do not reflect that these payments have been returned. When sending mailed
payments, please note that payments are considered received on the date our
office processes the payment. We are not responsible for ****** ****** ****** ******* (****) delays or other delays in the delivery of physical checks to our
office. Payments are due on the first of each month,
with a 15-day grace period following the payment due date. Payments are
considered completed on the date the full amount due is received.
If a payment is not received within 30 days of its due date, we are legally
obligated to report this payment as delinquent to the credit bureaus. As such,
we are unable to remove the derogatory remark on the credit report at this
time. We are also unable to
compensate the customer due to our findings.
Customer Answer
Date: 12/18/2022
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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
CCM- totally ignored the fact of the September payment that was an electronic payment on around 9/3/22( the payment in question ) and then it was not processed until on or around 9/27/22. This caused the payment to be late with a late fee and my bank sent the payment back.
This was an electronic payment not mailed in. I believe they had an error, in which they didn’t notify me as the **** states they are suppose to in a reasonable amount of time.
They then did not send me a notice or call me or email me notifying the payment had been returned until after 10/1/22 causing the payment to be late even though I paid it on time with in the grace period of 14 days after 9/1/22.
I believe this is due to their home office changing locations. In which is not my problem. I have now requested they send me a notice of their error as it states from the **** even though they are out of compliance on that ordinance as well.
Cross Country Mortgage needs to be held accountable as breaking compliance seems to be a trend for them.
I want my credit fixed, I want their error notice, and I want compensation for the amount of time, stress, sleepless nights, and time taken away from my family also the amount of extra interest I have paid on other financing due to my credit score being effected and not being able to be approved for financing!

Regards,

****** ****

Business Response
Date: 12/30/2022
Please see the attached response letter for further details.
12/30/2022 -- The customer has been making their payments
through our website. We
can confirm that payments were successfully created on May 13, 2022, June 16,
2022, July 18, 2022, and August 1, 2022. However, the July 18, 2022, payment
was returned due to non-sufficient funds (NSF) on July 22, 2022. We do not
reflect an online payment made on or around the date of September 3, 2022. If the customer is able to provide proof of payment for this date, please submit it. We received the next payment on September 15, 2022, which was processed
and posted the same day it was received, on September 15, 2022. This payment was returned due to NSF
on September 26, 2022. On September 30, 2022, a letter was sent to the mailing address on file
to inform that the payment was returned due to insufficient funds. This letter
also indicated that payment must be sent in the form of a cashier's check,
certified check, or money order and must be sent to the same address as
provided on the monthly Mortgage Statement due to returned payments on July
22, 2022, and September 26, 2022. We are unable to remove this form of payment stop placed on the loan
at this time; however, we will consider accepting payment by other means on or
after March 26, 2023, upon receipt of a signed request. We have reviewed the concerns, and our findings remain the same. We are unable to remove any negative mark on the credit report at this time.
Customer Answer
Date: 01/18/2023
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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ****

Email received by BBB Staff

Hello it has come to my attention that Cross Country Mortgage does not do their due diligence in regards to researching an error on their account so I have done it myself. Please see my recollection of timeline of events and documents to prove that this was an error on their part. I believe it was during the time where they were switching their Head Quarters Address and Website?

Please answer the following questions and then observe my documentation and timeline to determine if this mistake was on your company’s doing or not? After the review BBB I ask that you do not allow Cross Country mortgage to send back a vague reply stating this is not their fault and fully look into and review this matter and this company is fraudulent and misleading people every day and the only way it results in a resolved complaint is by the borrower giving up. But I will not!

When did Cross Country Mortgage begin and end with their relocation of their headquarters?
What is Cross Country Mortgage policy/practice on processing payments? Also what is the legal amount of time given to process a mortgage payment?
When did Cross Country mortgage start and complete their website transition from the old to new one?
I want to know the list of system errors you had and the dates of the errors from 6/15/2022-11/01/2022
I would also request a fully executed copy of my closing documents all pages even if blank.

Time Line:

Started 6/16/2022 I was charged my 1st late fee. I understand it had a late fee due since I paid 1 day after the grace period. Payment was made from account ending in 4743 where there was a balance of $3,877

Then on 7/18/22I made a payment from the same account ending in 4743 the approximate balance was $6039.99

On 7/22/2022 cross country mortgage sent me the check was returned notice on 8/1/2022 ( I did not receive a call or anything in the mail until 8/1/2022) even though it was an ACH payment. There was also plenty of money in my account and this was the first time I called them to complain.

On 8/2/2022 I made 2 payments – there was no issues with this payment. Attached is the statement from 8/2/2022 showing the two payments were made and thank you.

9/15/2022 ( the payment in serious question ) I made a payment of $3,221.82 I have a statement from 9/15/2022 showing the payment had been received.

10/2/2022 A day after I am able to provide the mortgage servicer with a payment and it not be a 30 day late I receive a letter and a statement from Cross Country Mortgage that states that there was insufficient funds in the account however on 9/15/2022 there was sufficient funds at or around 9/24/2022. So if the payment had been processed in a timely manner then there would not have been insufficient. But because of Cross Country Mortgage to process payments in a timely manner and a legal manner this has now caused me to have an adverse action on a car loan. A mortgage, and other items. It has also caused me to see a over 100 point drop in my credit score resulting in more interest being paid on every day expenditures.

Now that you have seen and it is documented the timeline of payments. Now lets look at the proof that Cross Country Mortgage payment processing system is the issue and not my bank or myself.

Please see item #1 that is attached that is the cashiers check for $9816.84, please see item #2 that is the receipt of the certified mail and its tracking number. Then also see the SNIP IT directly below or check for yourself. This shows the package was delivered on 10/5/2022 cross country mortgage that was not processed until 10/12/2022 please see history of payments picture. Does that follow the legal guidelines to process a payment?

Then please see items #3,4,5 this is a payment sent on 11/19/2022 and as you can see again, this payment was not processed until 11/28/22.

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The issue is cross country is in my opinion deliberately trying to make borrowers late on their payments, charging a fee, and then in what it appears to make borrowers default on their loans.

Cross Country Mortgage has tried to blame this on me and my bank however in all reality for it to take at least 6 business days to process a certified check for a mortgage payment is absurd and is not with in compliance to my understanding. Also the fact they are not sending any of this important information by certified mail nor are they trying to reach me in any way by email or by phone to notify me.

I again request the removal of the mortgage late from my credit report and monetary compensation for my time, efforts, and stress. I also would like to officially ask you to follow § 1024.35 Error resolution procedures immediately.

I have provided supporting documentation and a timeline that all coincide with the supporting documentation.

Business Response
Date: 02/02/2023
Please see the attached response letter for further details.
We received an online
payment on 9/15/22, which was processed
and posted the same day it was received. This payment was returned by the customer's financial institution due to
insufficient funds (NSF) on 9/26/22. As such, a late charge and NSF
fee were assessed at that time. Our records do not reflect a payment on 9/3/22. If the customer believes this is
incorrect, please submit proof of payment. Regarding the credit reporting, our findings remain the same. We are unable to remove any negative mark on the credit report as we are legally obligated to report accurate payment
receipt time to the credit bureaus to which we report. We are also unable to
compensate the customer at this time, due to our findings. On 2/10/22, we issued a Notice of Servicing Transfer letter, detailing the loan is being transferred to ************ ********* *** (***) who will subservice the customer's loan under a contractual agreement with CrossCountry, effective 2/10/22. *** is our
contracted agent assisting with the processing of the customer's mortgage payments,
managing escrow accounts, and answering questions regarding the servicing of the loan. The lender's (CrossCountry's) moving
corporate office locations does not affect the processing of the payments, as
*** is the mortgage servicer and has been since 2/2022 for this account.
Initial Complaint
Date:11/04/2022
Type:Service or Repair Issues
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.
Hello, I got a a notification I was deploying as I’m active duty military.
I send my orders into cross country loss mitigation department. On june 7th giving them a month notice. They told me my payments would be stopped till January. It’s now November. And my payments were never stopped. Now they won’t help me over their phone. Have yet to email one time even though I’ve sent over 20 emails. And placed over 15 calls to them. To fix this and all I get back is someone will call me.
Now they are saying I owe 10k for being late on three payments. But won’t help me to resolve this matter they created. I’ve went to their loansolutioncenter and uploaded every document four times. Went to the VA they helped resubmit the documents they were asking for still nothing. This matter needs to get resolved. With urgency.
Business Response
Date: 11/19/2022
Please see the attached response letter and enclosures for further details.
CCM issued a letter on 6/14/22, advising that we are
unable to extend certain date specific SCRA benefits (such as the 6% maximum
rate of interest cap per 50 U.S.C. §3937 and the mortgage foreclosure
protections per 50 U.S.C. §3953) at this time. This letter explained that only
servicemembers whose obligations or debts were incurred before their current
period of military service are eligible for the 6% interest rate cap and
mortgage foreclosure protections. As the loan originated on January 12, 2021,
after the active duty start date of September 12, 2017, the customer is not eligible
for the interest rate and foreclosure protections under SCRA during this period
of military service. However, the customer is eligible for other SCRA
protections including, but not limited to, protections against default
judgments (50 U.S.C. §3931), a stay of proceedings when a servicemember has
notice (50 U.S.C. §3932), stay or vacation of execution of judgments,
attachments, and garnishments (50 U.S.C. §3934), and eviction related
protections (50 U.S.C. §3951). We received a loss mitigation package in August 2022 from the customer. We issued multiple notices informing it was incomplete and additional documentation was required up until October 2022, as we had not received a complete package and informed we were unable to properly evaluate for options due to this. We received another loss mitigation package around November 8, 2022, and are still in need of additional documentation. We have enclosed a copy of the letter we issued that same day on November 8, 2022, informing what is still needed at this time in order to continue being reviewed for loss mitigation options.
Initial Complaint
Date:10/24/2022
Type:Product Issues
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 have three major issues we have experienced with Cross Country mortgage in relation to Loan Account ********** that I believe all demonstrate the intention for this company to collect extra funds and not release the funds when obligated back to the loan holders in order to gain interest or show inflated earnings or balances in bad faith.

The first is the most pressing that I would like resolved. Our home sale closed 9/29/2022 and the extremely high escrow amount of $7,844.34 was supposed to be credited to us at the close of the sale. When I called today they said the check had been issued 10/12/22 and confirmed the mailing address. I have been checking the mail and I don't believe it has been lost in the mail and we certainly have not received it. I was told their policy is that they will not issue a new check until 30 days after the initial check was mailed (11/12/22). I asked to speak with a supervisor and was told due to their high call volume, the person I was speaking with was already a supervisor and I asked to speak with someone else because we do not want to wait 45-60 days from the sale of our home to receive such a large sum of money. I was passed to ****** employee code *** who told me that is the policy I have to wait 30 days to call back in to re-issue a check and their policy is I can only speak with 2 supervisors in a day so I can call back tomorrow. This seems like a scam - particularly due to the other egregious actions this mortgage company has taken.

On 5/19/22 an escrow analysis was done that increased our payment by $537.73 per month. After hours on the phone I found this was because Cross Country Mortgage paid two separate duplicate hazard insurance policies on the property. $3,737.14 was paid to ******* for a policy never requested or that existed. I then had to hunt down this over payment from *******. When I asked Cross Country to fix their escrow analysis they said 60 days so I was forced to overpay $1,613.19 for their error.
Business Response
Date: 11/14/2022

Dear ******* * ******** and ****** * ********:
We are in receipt of the correspondence filed with the Better Business Bureau (BBB) on October
24, 2022. We appreciate the opportunity to respond to your concerns. In your correspondence,
you indicate that your loan has been paid in full; however, you have not received your escrow
refund check. You called our Customer Service Department on the status of the funds and were
advised the check was issued on October 12, 2022 and the mailing address was confirmed. You
have not received a status on this refund and request to have this refund check sent to you.
Additionally, you indicate there was a double payment made for your homeowner’s insurance.
We have reviewed your concerns and our response is indicated below.
Our records indicate your loan was paid in full on September 27, 2022. An escrow refund check
for $7,844.34 was generated on October 12, 2022, and sent to the mailing address on file. Our
records show that this check was cashed on October 26, 2022. Please note that checks mailed
from our office are unable to be reissued within 30 days of generation, to allow sufficient
mailing time, as general correspondence from our office is sent via standard mail. If, after this
time period, the check remains outstanding, we will consider other means of providing the refund
to you. Additionally, we do not offer tracking information for general mailed correspondence.
We apologize for any inconvenience this may have caused.
The appropriate release of lien documents were prepared for this loan within state-defined
timeframes and submitted to your county recorder's office for e-recording on October 4, 2022.
We received the recorded release of lien back from your county on October 5, 2022, which were
forwarded to your mailing address on file on November 4, 2022.
Regarding your homeowner’s insurance, our records show the insurance policy number we
initially had on file was ************ with Acceptance Casualty Insurance Company. This
insurance policy was a 12-month term with a premium of $3,737.14 that expired on November 3,
2022.
Following this, on January 18, 2022, we received documentation for insurance policy number
********** with ******* ********* *******. This insurance policy was a 12-month term with
a premium of $1,490.00 that expired on October 29, 2022. Our records indicate a disbursement
was not made for this policy as it was paid in full. If any refunds are due on these policies for
overpayment, please reach out to your insurance carrier to obtain these funds.
Your annual escrow analysis was completed on May 19, 2022, and determined a shortage of
$3,569.14, and a new payment amount of $4,490.23 effective with the July 2022 payment. Per
your request, an interim analysis was completed on August 4, 2022, which determined a shortage
of $433.09 and a new payment amount of $4,036.46, which would have become effective with
your October 2022 payment.
Per the Real Estate Settlement Procedures Act (RESPA), new payment amounts determined
during an analysis are required to take effect at least two months after the analysis date. This is to
ensure that proper notice can be sent to you with sufficient time before the new payment amount
due date. As such, we were unable to backdate the new payment amount.
Please note that any escrow overpayment received with your July through September 2022
payments was included in the refund dated October 12, 2022, in the amount of $7,844.34.
At CrossCountry Mortgage, LLC., we pride ourselves on offering superior service and solutions,
and we regret when your expectations are not met. We make every effort to serve all in a prompt
and professional manner. Therefore, we were disappointed to learn of your displeasure with the
service provided to you. We value your relationship and will work towards regaining your trust
moving forward.

We believe that this response fully addresses the concerns outlined in your BBB correspondence.
If you have any questions concerning this response or require additional assistance, please
contact our Customer Service Department at 1-877-538-8790, Monday through Friday, 8:00 a.m.
to 8:00 p.m. CST.

Sincerely,
Research Department
Initial Complaint
Date:10/22/2022
Type:Billing Issues
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 business increased my escrow used to pay property taxes and insurance by 64%. My property taxes and insurance rates have not increased. I called their help line to try to get an explanation but they keep saying there was a "shortfall" without any further explanation. They were incredibly condescending and rude over the phone. I am concerned there is fraud occurring because there is no explanation for the 64% increased in escrow and they refuse to give my any evidence that my taxes or insurance rates have increased. I tried to get this elevated but they refused to look into this further. Beware of this company.
Business Response
Date: 10/31/2022
Please see the attached response letter for further details.
Our records show that a new escrow analysis was completed on
October 19, 2022, statement dated October 20, 2022, revising the prior escrow
analysis completed on August 30, 2022, effective October 1, 2022. The new analysis reflects the monthly tax
payment decreased. While the monthly payment for homeowner’s insurance increased. At the time the new analysis was completed, the escrow account reflected a shortage
in escrow; therefore, we divided
the shortage amongst the next 12 payments. A lump sum payment can be made,
which would decrease the monthly payment amount. If the customer believes that the figures for the taxes or insurance are incorrect, please
provide the most recent copy of the tax bill and/or Declarations Page.
Customer Answer
Date: 10/31/2022
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.
This response is completely different then the statement I received from Crosscountry two days ago. In that statement they reiterated that my escrow would be $3257.68, not $1882.53 as they claimed in the letter sent to BBB. Why are they telling you one amount and billing me for another amount? They also charged me a "late charge" of $89.81 for not paying the disputed full amount. This is a very dishonest company. Please do not let them fool you. Attached is the statement they just sent me.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ******

Business Response
Date: 11/08/2022
Please see the attached response letter for further details.
11-08-2022 -- The mortgage statement
was generated and issued on October 17, 2022, and a new
escrow analysis was completed on October 19, 2022, with the escrow
analysis statement generated and issued on October 20, 2022. That monthly payment amount listed
on that mortgage statement was overwritten with the updated escrow
analysis completed on October 19, 2022. The late fee assessed on
October 17, 2022 was removed and the credit
reporting was not impacted negatively. As
of today, we can confirm that the escrow
account was removed as of November 2, 2022, per the customer's request.
Customer Answer
Date: 11/10/2022
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.

Their response does not explain why I was told in September that my escrow would increase by 64%, from $1985/m to 3257/m, when my escrow expenses (taxes and insurance) did not go up anywhere close to that amount. It's only after I complained to the BBB, , FBI, CFPB, and Ill Attn General that they told me my escrow amount would only increase by $149/m, and not by the original $1272. Due to the lack of clarity on why the significant increase occurred and my concern that something fraudulent was taking place, I asked to close my escrow account and that I would take care of my taxes and insurance payments myself.
I am a bit confused by exactly what is happening. Customer service was unable to give me an explanation for the large discrepancy. Why was I told two different amounts? The increase by $149/m seems completely reasonable, but an increase by $1272 seems absurd. If this wasn't done fraudulently, then what exactly is the explanation? I'm sure you can understand that increasing a families annual expense by 15k a year and not providing an explanation, and then decreasing that expense to only 1.8k/yr is a bit confusing to your customers and can cause significant financial uncertainty for their families.
Moving forward, I would like an explanation of exactly what happened.

I'm hoping there is a simple explanation for all of this.

Regards,

****** ******

Business Response
Date: 12/05/2022
Please see the attached response letter for further details.
To further clarify for the customer, on August 30, 2022, the annual escrow account analysis was
completed and determined that the anticipated amount
scheduled to be disbursed for the coming year in property taxes totaled
$27,737.19. As such, the analysis was completed with the anticipated amounts
due in February 2023 to be $11,924.46 and in July 2023 to be $15,812.73. This
analysis also determined a new payment amount, effective with the
October 2022 payment. The statement dated September 1, 2022, reflected due for October 2022, and the amount was based off the analysis
completed August 30, 2022. However, the amount received for the October 2022
payment was less than the amount due; as such, these funds were initially held in suspense
until the full monthly payment amount was received. However, on October 13,
2022, the customer contacted our office to indicate that the payment amount should not
have increased as determined in the above-referenced analysis and requested to
remove the escrow account. On October 14, 2022, we reached out to the ****
County Tax Collector to verify tax amounts due and were informed that the
county was late releasing the appropriate tax amounts. At that time, the July
2022 taxes had not been released, and we were scheduled to pay these taxes by
the new due date of December 25, 2022. We adjusted our records to
reflect an anticipated total amount of $21,085.14 for your county taxes due in
July 2022, and February 2023, and a second analysis was completed on October
20, 2022. The new analysis adjusted the monthly payment to $3,931.01, effective
with the October 2022 payment. Following this analysis, we processed your request for escrow account
cancellation, and sent correspondence to the customer dated
November 2, 2022, that confirmed the adjusted monthly payment includes the principal and
interest payment only. This adjusted monthly payment amount was effective with the October 2022 payment. As such, we reversed all payments received on or
after October 3, 2022, to reapply the payments to reflect the adjusted monthly
payment amount. Any additional funds were applied to the principal balance. A
refund of the balance of your escrow account was generated on November 2, 2022, and was sent to the customer.
Initial Complaint
Date:10/20/2022
Type:Sales and Advertising Issues
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.
Cross country mortgage calls me several times a week often from a different number. I tell the person calling each time to stop calling me and they refuse to listen just going on with their speech. They claim that they have not spoken to me before because they are using a different number. I have never used the services from this company nor do I wish to. I do not want them calling me anymore.
Business Response
Date: 11/03/2022
Please see the attached response letter for further details.
11/03/2022 -- We
can confirm that our database was updated to remove the customer from our marketing
lists based on the information provided in the BBB complaint. The customer 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 provided. Please
accept our apologies for any inconvenience the customer may have experienced.
Initial Complaint
Date:10/14/2022
Type:Customer Service Issues
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 have repeatedly informed this company to stop contacting me when they informed me they didn't have a product for my situation. I have received no less than 50 calls since that time. It's harassment ..
Business Response
Date: 10/24/2022
Please see the attached response letter for further details.
10/24/2022 -- As
of October 20, 2022, we have updated our database to remove the customer from our
marketing lists based on the information provided in the BBB complaint. The customer will not receive any further solicitations, advertising, or follow-up contact
from CrossCountry regarding a mortgage loan to the phone number and email
address provided. Please
accept our apologies for any inconvenience the customer may have experienced. We thank the customer for bringing this to our attention.
Customer Answer
Date: 10/24/2022
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.

Countrywide's response does not address their policy, practice, or lack of institutional control from preventing this harassment (of me or others) in the future.

Until that is clearly addressed, I'm happy to keep presenting this issue to the BBB and the FTC.

I also received another call Saturday from them, so their communication regarding the 20th clearly isn't true, or was ineffective.

Regards,

******* ******

Business Response
Date: 10/31/2022
Please see the attached rebuttal response letter for further details.
10/31/2022 -- Please
be aware that we are not required to provide a customer with our policies or
our procedures to prevent further contact with a customer. We are very sorry to
hear that the customer has since been contacted by someone claiming to be from
CrossCountry or on behalf of CrossCountry. However, please understand that we
are unable to further investigate the matter until we receive more information,
such as the phone number of the person who called the customer claiming to be associated
with CrossCountry. On October 24, 2022, we reached out to the customer via email, twice, requesting the phone number that attempted to contact the customer claiming to be
associated with CrossCountry in order for us to further investigate. As of the date of
this letter, we have not heard back. As
expressed in our prior response, as of October 20, 2022, we updated our
database to remove the customer from our marketing lists based on the information
provided in the BBB complaint.
Customer Answer
Date: 11/01/2022
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.

This matter did not address the harassment and continued contact by this company. My issue greater than continued contact is in the policies that allow the very predatory and harassing nature that created this issue in the first place. Why does it take extended, repeated effort to to be removed from calls? Why did the process fail when the company acknowledged "removing me from the record"? These are things that need to change due to my complaint, not a simple "we removed you".

Regards,

******* ******

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CrossCountry Mortgage, LLC. is BBB Accredited.