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
- 298 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:10/13/2022
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.
Harassment phone calls. I tried to block them but they keep using different phone numbers. They are soliciting mortgage refinance offers. They called 2 to 3 times a day. First call is usually around eight in the morning.
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 or property
address provided. Please
accept our apologies for any inconvenience the customer may have experienced. We thank the customer for bringing this to our attention.Initial Complaint
Date:10/06/2022
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.
September 4, 2022, New Homeowners Insurance Policy issued & submitted
Monthly payment went from $511 to $394
Escrow payment has not changed to date
My complaint is when I changed homeowner insurance policy over to **** Cross Country Mortgage was fast to change my mortgage payment to 2,157.32 from 1,522.83. They mentioned my ESCROW account will be short now due to the increase of monthly home-owners insurance payment. Yet when I had edited the policy and submitted it to them no action is taken to decrease my mortgage payment. I call and get lousy customer service as well as unfulfilled promises that someone will call me back. No return calls and my mortgage payment remains the same. I've been trying this since the beginning of September, so I was left no choice but to file a legitimate compliant.Business Response
Date: 10/17/2022
Please see the attached response letter for further details.
The prior escrow analysis completed on July 20, 2022, and issued to the mailing address on file, reflected a shortage in the escrow account and an increase in the homeowner's insurance, resulting in an increase in the monthly payments, effective 9/01/2022. Please be aware that the homeowners insurance was updated on September 23, 2022 and an escrow analysis was completed on September 28, 2022, with the updated information, effective with the 11/01/22 payment, and was issued to the mailing address on file. The homeowners insurance monthly collection decreased from $508.87 to $394.76. At
the time of escrow analysis, we determined that the escrow account
had a shortage. This shortage was spread over 12 months to allow
ample time to repay the amount. We provided a breakdown of the updated monthly payment, effective 11/01/2022, in the attached response letter.Initial Complaint
Date:10/04/2022
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.
Constant unsolicited phone calls, I've repeatedly told them to stop calling me yet I will receive another call in a few hours. The number also changes often so it's hard to block. I have never reached out to them regarding a mortgage, I've told them I'm not interested in using them, I've told them to put me on the "Do not call list". After telling this they range from hanging up immediately to continuing to try to get information, I would never use a company that operates like this.Business Response
Date: 10/11/2022
Please see the attached response letter for further details.
10/11/2022 -- As
of October 4, 2022, we 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, property address,
or email address the customer provided. Please accept our
apologies for any inconvenience the customer may have experienced. We appreciate the customer's feedback
and thank the customer for bringing this to our attention.Initial Complaint
Date:09/27/2022
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.
Cross country mortgage has been the most horrific business to deal with from
Beginning to end. 1) they delayed our loan approval from. Promised date of 21 days to 5.5 weeks costing us per diem on the home we were in escrow on. 2) I immediately refinanced the loan and have been trying to get my impound account refund and no one is able to help me. First they insisted they didn’t owe me a refund, then after calling multiple times a day for weeks I finally convinced them i payed them over 11k into an impound account. Then they send me a partial refund for my impound account. I am unable to speak to anyone who can help me. Every time I call to try and get the remainder of my owed refund, one agent transfers me to another and eventually end up at a voicemail. I have reached out to legal counsel to get back the remaining 4k they owe me. I have had to chase down my money at CCM and it has been the most horrific experience. They are holding my money and will not return it (I have the closing statements to show the money they have of mine that they won’t return).Business Response
Date: 10/21/2022
Please see the attached response letter for further details.
10/21/2022 -- Please
be aware that from the date CrossCountry issued the initial loan documents,
including the initial loan estimate, until the time the loan closed, the loan
process was completed within 20 business days. Regarding
the purchase contract, CrossCountry holds no responsibility for a purchase contract, as that
agreement is prepared by the buyer, the buyer's agent, the seller, and the listing agent for
the subject property. Information and deadlines set forth by a purchase
contract are not contractual to CrossCountry, as we are required to adhere to
federal guidelines when providing a mortgage loan. On August
15, 2022, we issued a notice of assignment, sale, or transfer of servicing
rights disclosure informing that the servicing of the mortgage loan, that is,
the right to collect payments from the customer, is being assigned, sold, or transferred
from CrossCountry to *********** **** ********** *** effective September 1,
2022. Prior
to the transfer of the loan, the customer contacted CrossCountry, indicating that they would like to pay the loan off due to refinancing with another lender. On
August 22, 2022, we received the wire for the funds to pay off the loan. As
such, CrossCountry issued a check for the funds in the escrow account on September 26, 2022. Regarding
the payoff statement the customer received, it disclosed the estimated payoff date as
August 31, 2022. It also disclosed 30 days of daily interest. As mentioned above, CrossCountry received
the funds on August 22, 2022; therefore, we issued a refund on October 21, 2022, for the remaining nine days of the daily
interest that customer pre-paid. Please
know that an aggregate adjustment is a calculation a lender uses to prevent
collecting more money for an escrow account than is allowed under the Real
Estate Settlement Procedures Act (RESPA). The aggregate escrow adjustment is
usually a negative amount or zero. If the aggregate escrow adjustment is
negative, then the lender must credit the amount of the adjustment to the
borrower, which reduces the amount the borrower must deposit into his escrow
account at closing. As
such, the customer was given a credit as shown on the final CD. An
aggregate adjustment was disclosed on the preliminary CD, revised preliminary
CD, and updated on the final CD. These documents were viewed
and executed by both of the customers.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.My lawyer sent your legal team a formal demand letter (and submitted this via certified mail 10/10/22 and was also sent via email). It outlines the exact amount owed to me. I do now better understand the aggregate adjustment and will factor that into my calculation (thank you for that explanation, please see adjustment below).My new loan servicer payed off the loan to the escrow company on 8/18/22 (this is the disbursement date- I have documentation for this). The escrow company (****) tried to reach CCM on 8/18 to transfer funds and was unable to reach anyone and thus could not send the payment until 8/22. I began paying interest with my new loan servicer on 8/18 (disbursement date). I called and spoke to your agent ******* *****, and she verbally confirmed that "CCM does not charge interest on weekends during escrow" and that I would not be liable to pay interest over that weekend. You can confirm with ******* that this was quoted to me. In addition, I was charged by CCM 120$ for HOA dues for September which must be refunded (the loan was transferred and I have since personally payed HOA dues for september directly to the HOA.1) I have not yet received the supposed refund for the 9 days CCM notes they sent 10/21/22: I suspect this will amount to- 1,737.99 (193.11/day x9 days).2) I am asking for the following additional refund: a) The days after disbursement of the funds by the new loan servicer when CCM could not be reached (and during which I was paying interest to the new servicer)- from 8/18-8/22 (5 days at 193.11/d = 965.55) as well as the HOA dues I payed to CCM for september ($120).In total:I am awaiting 13 days of interest refund + 120$ for HOA dues in september. This total is: 2,823.54If you would like to confirm that escrow had tried to send you the funds on 8/18 but could not reach CCM on multiple attempts, they can be reached at **** title w/ **** ******** being the escrow agent. If you would like proof that we payed CCM for the HOA dues for september, I am happy to send over the closing document which shows this (Please see the final closing statement under "additional settlement fees" HOA dues for august and september.Thank you.Business Response
Date: 10/31/2022
Please see the attached response letter for further details.
10/31/2022 -- After
further investigation and after verifying with the escrow company, the payoff
for the loan was attempted on September 19, 2022; however, a miscommunication
occurred resulting in being unable to transmit the wire of the funds until
September 22, 2022. As such, CrossCountry has agreed to refund Gilad Jaffe and
Doron Lurie for the prepaid interest per diem for
four days from September 19, 2022 through September 22, 2022.
CrossCountry has also agreed to honor the request for a
refund of the prepaid homeowner’s association (HOA) dues for
September 2022. A check is being issued for the refund. The ***** tracking number for this check is
************ and is estimated to be delivered on Tuesday, November 1, 2022.Initial Complaint
Date:09/16/2022
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.
My insurance company has issues 169,278.68 to myself and CCM's loss draft department. I have paid over $100,000 in repairs and need upfront money to move forward with repairs.
They have released $40,000 to me and after and inspection last week intend to release $41,000 more dollars. This leaves me $19,000 in the red and I need upfront money to continue repairs since no one works for free especially with the labor market being what it is.
I'm attaching what I have on hand. If you like I can provide more reciepts for various smaller repairs that have taken place but am writing this now with a sense of urgency. So far we have paid $82,000 for board up and the roof and are due to pay another $8,000. We have also had fencing repairs completed, drywall installed, 3 3/4 windows installed, and still need a 4th, need more plumbing repair and need electrical work done before we can move back in.Business Response
Date: 09/21/2022
Please see the attached response letter for further details.
9/21/2022 -- Our records show that our Loss Draft
Department disbursed a check to the customer on October 8,
2021, and had followed up on multiple occasions to obtain an additional
inspection. When an additional inspection was performed on September 8, 2022,
this resulted in a disbursement of additional funds on September 12,
2022. In order to disburse additional funds,
our Loss Draft Department needs to complete another inspection. If you have any
questions regarding the Loss Draft process, please contact our Loss Draft
Department 1-877-592-0192.Customer Answer
Date: 09/21/2022
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.These records are far from up to date. I don't know if I shook the tree with this or another avenue but they have been responsive recently. I have been emailing them and calling them since my house was hit by a tornado on 9/1/2022 and if they want to get into the weeds we can get all that.
It appears the representative did not review my contract for $80,000 worth of roof repairs alone or $10,000 for emergency repairs and board up. However they have released an additional $30,0000 which is sufficient for now.
It also appears with their percentage calculation they are completely unaware of the fact that we have a $60,000 limit on external structures which will not cover the barn repair and fence and we are using all money towards our primary dwelling so we can move back into our home. Our ********** estimate clearly shows this and anyone in this industry should notice that.
If they continue to be responsive as they have been this week particularly, I suppose we won't have further issues but I certainly do not accept this response. I have no idea how many times I emailed and called them, it was a lot. I don't think attaching a snail mail letter and pretending I've been unresponsive is appropriate.
Regards,
******* *****
Initial Complaint
Date:09/16/2022
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.
Cross-country mortgaged pulled my credit on April 8th 2021 and December 9th 2020 and December 03rd 2020. They informed me that it will only be a soft pull when the pre approval was received. Now this has effected my credit substantially. Also i have been paying my Mortgage a month ahead of the payment due date for over 24 months. I always mailed out a payment and NEVER had a problem. I contacted Cross-country many times in June what is the status of the check and they stated that they did not received it. The representative assured me that they are delays with the mailings and to give it more time. Prior to this the check normally takes 9 days. When I notices that this was an issue I paid by phone and sent in another check. There are 2 payment in July. I have been dealing with this company for months on this issue with no prevail. Now my credit is effect and it effected my credit score and 87 points were removed by this incorrect information. We are current with our Mortgage payments paying every month by the bead line. I want this corrected because it was an error on their part. I would like my 87 points back in addition to the 2 extra credit pulls that they did without my authorization.Business Response
Date: 09/28/2022
Please see the attached response letter for further details.
9/28/2022 -- Regarding the credit pulls completed, the customer provided authorization for CrossCountry to pull their credit on December 3,
2020, in connection with the mortgage loan inquiry with CrossCountry for
subject property *** **** ******* **** **** *****, *******, and the credit pull that was completed on December 9, 2020, was necessary due to the
restructuring of the loan by adding a co-borrower, ******** *****, to the loan
review. Multiple
hard inquiries within a certain time frame for a home loan are generally
counted as one inquiry. The time frame may vary, depending on the credit
scoring model used, but it is typically from 14 to 45 days. These
two credit pulls completed by CrossCountry, occurred within six days from each
other; therefore, are considered as a single inquiry in the scoring process and naturally
fall off the credit report two years after the date of the inquiry. The customer then inquired about a mortgage loan for subject property *** ******* ****** **** *******, ******* and in order to remain within
federal guidelines, we require updated documentation during a mortgage loan
review. The credit pull, completed on December 9, 2020, was set to expire
and/or expired prior to the closing of this mortgage loan review; therefore, we
were required to complete an updated credit pull on April 8, 2021. The credit
pulls completed on the account are valid. Our records indicate that
we have only reported the May 2022 payment as 30-days delinquent
because it was applied June 27, 2022. Payments are due on the first of each month, with a 15-day grace period prior
to the assessment of late fees, which only applies to the payment owed within
that respective month. Payments must be received within 30 days of their due
date to be considered on time on the credit report.Customer Answer
Date: 09/28/2022
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. The points that were deducted was 87 points which is unheard of on credit reporting I'm very disappointment in the level of services received. In addition to this Cross-country Mortgage company pulled my credit 3 times during the process. My payments are mailed in i am not reasonable for late payment received or payments being withheld by the receiving part. People in general are still living the trauma effect that the pandemic caused my payment were never placed on hold due the after effects we continue to send payments even after we experience changed in income which we called and explained. Many companies provided forgiveness, late payment fee wavering, and payment extensions which Crosscounty Mortgage did not provide. In order for us to received a response we have to wait over 4 months just to get an answer by phone and a letter in the mail.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
******* ****
Initial Complaint
Date:09/14/2022
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 am a disabled retired Vietnam Veteran. I did an FHA refinance on my condo in *** ***** with Cross Country Mortgage. It closed 5/5/2022. The problem started shortly afterward when I was approved by the ***** ****** Property Tax Assessors Office of ****** for a 100% Veterans Exemption. ($1,800 per fiscal years 2022-2023) I immediately faxed all the supporting documents to CCM. They confirmed by email and telephone that they had received everything. They told me they would run a new escrow and tax analysis in June 2022 and my mortgage payment will decrease about $66 per month. They didn't do it in June or July or August or September 2022. Now they're telling me October 2022?? Every time I call, I talk to a different supervisor in the escrow dept and get a different answer? In other words, they are giving me the run-a-round. All I want from them is to perform the analysis and send me a written notice stating the date of my new mortgage payment and the new payment amount? I am reaching out to you because I am frustrated with them no end and need your help! Thank you
Sincerely,
***** *. *****Business Response
Date: 09/21/2022
Please see the attached response letter for further details
9/21/2022 -- According
to our records, we first received the updated tax bill reflecting the tax
exemption on August 10, 2022. On August 18, 2022, we updated the tax
projections listed in our records to match the submitted tax bills. Following
the update applied to our tax projections, we sent separate correspondence to the customer by email on August 25, 2022, which confirmed the update. This email also
advised that we were unable to complete an interim escrow analysis on the loan
at that time, as the loan was within 60 days of the annual escrow analysis. The annual
escrow analysis is scheduled to be performed this month, to adjust the monthly
payment amount effective with the November 2022 payment. The customer will receive the Escrow Analysis Statement by mail within 15 business days of the completion of
the annual escrow analysis.Business Response
Date: 09/28/2022
Please see the attached response letter for further details.
9/28/2022 -- The annual escrow analysis was completed on 9/22/22, which reflected an overage; therefore, a check was issued to the customer on 9/23/22. The payment updated payment is effective with the November 2022 payment as stated in our prior response and on the escrow analysis documentation. This means
that the October 2022 payment amount will remain as the previous payment amount. In the customer's correspondence, the customer indicated an intent to submit the monthly payment amount
which became effective with the November 2022 payment. Please note that we are
unable to accept payments short of the total monthly payment amount due.
Payments submitted that do not meet the full monthly payment amount due will be
placed into a non-interest-bearing suspense account to await the remaining
balance due for the monthly payment. Should the full monthly payment amount
not be received prior to the end of the loan’s 15-day grace period, the account
may be assessed a late fee. Should the full monthly payment amount
for the October 2022 payment due not be received within 30 days of the payment
due date, the account may be adversely reported to the Consumer Reporting
Agencies (CRAs) to which we report. As such, we ask that the customer refrains from
remitting short or partial payments. On September 21, 2022, the customer cancelled their automatic payment enrollment on our website. As such, the
submission of the full monthly payment amount within the loan’s 15-day grace
period will be the customer's responsibility. Please accept our apologies for any miscommunication the customer may have received in this regard; however, our response remains the same that the new payment amount is effective with the November 2022 payment.Customer Answer
Date: 09/29/2022
Dear ****** *,
It appears that Cross Country Mortgage finally woke up and decided to do the right thing when it comes to my adjusted property taxes and future mortgage payments. I called two more times and was told by their escrow department that a property tax overage check of $356 was sent out on 9/23. Furthermore, my newly adjusted mortgage payment will drop to $1,526.63 beginning I am currently awaiting this in writing in the mail as we speak. That is the status as of today. Thank you!
***** * *****
Customer Answer
Date: 10/07/2022
[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:09/12/2022
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 feel this mortgage company is making it extraordinarily difficult for me to have an appraisal done on my home after I mentioned it was in interest of dropping private mortgage insurance.
I initially called to ask what the process would be like to have our home appraised. They told me they would send a letter explaining the process and to wait until I received the letter.
A few weeks went by and I received the letter which explained we were eligible to drop PMI under the criteria of making substantial improvements to our home, which we did. In the letter it stated we needed to have the appraisal done by *** themselves.
About two months ago I called to order my first appraisal, I paid $161.00 for appraisal. ( $150 for the work and an $11.00 phone fee. ) I was told someone would call me in 2-3 business days to schedule. I waited around 2 weeks and decided to call back as no one reached out. I was told the appraisal was cancelled and my check was refunded as I did not send a list of improvements ( no one told me to do so) I understood and sent a list of improvements. I was told to wait another week, I called a week later and they told me everything was fine and some one would call. I called a week after that and was told it was never ordered as they refunded my payment. I paid again, this time $150.00 as they waived the fee. I sent my list to the email they said, called back a week later and was told it was cancelled again because I never sent the list, which I did however they gave me the wrong email to send it to. I sent it again while the manager stayed on the phone to confirm. She confirmed I sent it and promised she would reach back out early next week to follow up and someone would call me that week to schedule. I was told my improvements were insufficient, then she read back a list of what qualifies and basically told me everything I have done. I had to repay $150 again because it got "refunded" again. I am leaving out countless phone calls due to limitsBusiness Response
Date: 09/20/2022
Please see the attached response letter for further details.
Our records indicate that the customer spoke with our Customer Service Department on August 12, 2022, and via email provided the list of improvements required to assist with the removal of the PMI process, which we received. A request was
opened to review the PMI removal request, but this was denied, as the previous payment for the BPO/Appraisal fee had already been generated as a check to be
refunded to the borrower and we needed a payment to move forward. We received the payment on August
31, 2022, for the appraisal fee, and these funds were recut as a check to be
forwarded to our Escrow Department on September 8, 2022. We ordered a new
valuation for the property on September 14, 2022. Once we receive the results
of this valuation, a letter will be sent to the customer with the results of their PMI
removal request. However, please be aware that we are unable to backdate the valuation to be
based on the housing ****et from the date of the initial request.Customer Answer
Date: 09/21/2022
[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 ********.They did leave out how they refused to tell me what I needed to send in and cancelled my payment multiple times due to negligence on their behalf without notifying me something was missing. I spoke with over 10 people including multiple supervisors whom reviewed my email and did not mention I was missing anything. I included attachments of contractor invoices with dates, payments, and totals, they however told me it wasn't good enough because I did not type in the totals on the cover sheet. ( ridiculous excuse ) I paid 3 times in total for this service and they have stated they are only sending me a single refund check back.
Of course the day after the complaint it just so happened someone called me to schedule the appraisal and it was done the next day. ( funny how that works. )
The person who came out specifically said " It seems like these companies are making it harder and harder to get this done due to the money they are losing and multiple clients I've had have gotten attorneys involved."
Depending on my results I do not wish to pursue this any further at this time and will accept their response.
Thank you for helping finally have my home appraised,
**** *****Initial Complaint
Date:09/10/2022
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.
On 6/23/22 I emailed the Loss Mitigation application and required documents to Cross Country Loss Mitigation Department for a loan modification. After they allegedly they do not receive all the documents required even though I receive a letter from them on 6/4/22 and 6/6/22 to thank me for my recent document submission. As well as to notify me the Equal Credit Opportunity Act provides me with the right to receive a copy of all appraisals developed in connection with the loss mitigation application. Also advised me that they order an appraisal to determine the property's value as part of the loss mitigation process and charge me for this appraisal and will promptly give me a copy of any appraisal. Then I received a letter dated 8/10/22 from them that they forwarded my file to ******** ***** *** legal firm to proceed with the foreclosure action. Immediately I contacted them and they told me they did not receive all the documents required and cannot stop the foreclosure until receive all the documents. On 8/17/22 I forwarded them the emails with all the documents previously submitted in addition to the latest pay stubs and bank statements. A few days later I received a letter from them dated 8/18/22 staying the same letter I received on 6/4/22 and 6/6/22 thanking me for my recent document submission. As well as to notify me the Equal Credit Opportunity Act provides me with the right to receive a copy of all appraisals developed in connection with the loss mitigation application. Also advised me that they order an appraisal to determine the property's value as part of the loss mitigation process and charge me for this appraisal and will promptly give me a copy of any appraisal. Once again I contacted them by phone on 8/23/22 and 8/29/22 and they allegedly do not receive all the documents. Also, forwarded them the emails with all the previously submitted documents the same day after each phone call. Now I receive a letter dated 8/23/22 to return the documents by 9/22/22.Business Response
Date: 09/23/2022
Please see the attached response letter for further details.
9/23/2022 -- On June 4, 2022, we
received the application and the letter dated June 6, 2022, was sent to advise
of the receipt of the application and the documents that were needed to
complete the application. The letter dated June 4, 2022, is a letter that is
generated once an application is received by our loss mitigation department. On
June 20, 2022, an additional request letter was sent in regards to the missing
documents needed in order to complete your application, and on June 24, 2022,
we received your email with additional documents. On June 28, 2022, the
enclosed letter was mailed regarding the missing items still needed. On
July 13, 2022, a letter was sent to advise that the application was deemed incomplete, as our loss mitigation department
did not receive the necessary documents to complete the application. On
August 18, 2022, we received a new loss mitigation application. On August 23, 2022, and August 26, 2022, letters were sent to advise the application was not complete, and the
expiration date to complete the application is September 22, 2022. Our
records further indicate on September 1, 2022, September 7, 2022 and September
14, 2022, additional letters were sent in regards to the application. Please see the (****) indications on the letters regarding the
specific requests of what exactly is still needed to complete the application. Please
continue to work with our Loss mitigation department, to complete the application
process in order to be properly reviewed for any retention options. Pursuant to the concerns regarding the credit
reporting on the loan, please be advised we have submitted a request to our
credit corrections department to have a review of the file be completed. Due
to the research taking additional time, we will be providing a response with
the results of the review under separate cover.Customer Answer
Date: 10/18/2022
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.]
Regards,
****** * *************
Emailed bbb response 10/13/2022Good afternoon:
For clarification, the mortgage company continues sending letters requesting the same documents I already submitted even from my former husband who passed away even though they have the death certificate. I continue to send the pay stubs and bank statements as required. They do not have an answer for me regarding the loan modification I requested on 6/23/22 each time I call and email.
Kindly;
****** I *************Business Response
Date: 10/31/2022
Please see the attached response letter for further details.
CrossCountry is in receipt of the documents the customer submitted via email to our loss mitigation
department on October 20, 2022, and after review, there are only two remaining
items needed:
1. 10/07
and 10/21 paystubs for ******.
2. Completed, signed and dated Loss
Mitigation application, please find enclosed a copy of the loss mitigation
application.Initial Complaint
Date:09/09/2022
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've had my home mortgage through CrossCountry Mortgage for a while with no issue. 2 months ago they changed their website and I was no longer able to access my account. I've contacted customer service several times (by both email and phone) - at every interaction they tell me the same steps for resolution but no resolution is ever reached. At this point I'm receiving the exact same carbon copy response by email and I don't believe I will ever be able to access my mortgage account unless an outside party intervenes.Business Response
Date: 09/20/2022
Please see the attached response letter for further details.
The
previous screenshots received from the customer reflect that the customer was attempting to log in
to myloan.crosscountrymortgage.com. As we have updated our online portal to
https://myccmortgage.yourmortgageonline.com, please log in directly to this
website for online access. If the customer is still experiencing technical errors, please have the customer submit a screenshot of the customer's attempt to log into our new website to any of the following locations disclosed in the response letter.Customer Answer
Date: 09/22/2022
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 the same one I've heard from their IT department over and over again. I've been following those instructions but that doesn't resolve the matter. As you can see from the URLs of these screen shots, when I attempt to log in at "myccmortgage..." it doesn't let me log in, but rather makes me follow a link to "myloan...". Upon attempting to sign in at that site I get the error message shown in the screen shot. The company's response gave me no new information and resolved nothing. The problem entirely remains.
Regards,
***** ****
Business Response
Date: 10/13/2022
Please see the attached response letter for further details.
We
launched an investigation of this issue again after receiving this
correspondence to attempt to resolve the technical issues on our website. Our
records reflect the customer was able to successfully log into their account on
myccmortgage.yourmortgageonline.com on October 10, 2022. We sincerely apologize for any inconvenience the customer may have experienced due to this matter.
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