Complaints

This profile includes complaints for CrossCountry Mortgage, LLC.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  CrossCountry Mortgage, LLC.

  2160 Superior Ave E Cleveland, OH 44114-2102

  
• 

  CrossCountry Mortgage, LLC.

  9169 Mentor Ave Mentor, OH 44060-6676

  
• 

  CrossCountry Mortgage, LLC.

  23715 Mercantile Rd Ste B108 Rm 3 Beachwood, OH 44122-5918

  
• 

  CrossCountry Mortgage, LLC.

  38850 Center Ridge Rd Ste 2 North Ridgeville, OH 44039-2761

  
• 

  CrossCountry Mortgage, LLC.

  2001 Crocker Rd Ste 200 Ofc 210 Cleveland, OH 44145-8135

  

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:09/09/2022

  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.

  This mortgage lender closed my loan incorrectly and is blaming the title company, as it resulted in me paying $150 more per month in a mortgage payment. At closing our mortgage payment was $3,409. On September 7, 2022; I logged into my mortgage company noticing that my payment increased by approximately $150 per month. Come to find out the mortgage company collected 5 months of property tax escrows at closing and was supposed to collect 7 months of which just two months is a cushion/savings account. The loan officer told me on September 7 that the 5 months was correct and now come to find out, even he's wrong. He has retracted everything he said to claim that it's now 7 months that was supposed to be collected. The funny thing is that the lender is trying to blame the title company when it's the lenders fault bc they prepare the closing disclosure and not title. Anyways, this is a horrible mortgage company do not use them.

  

  Business Response

  Date: 10/03/2022

  Please see the attached response letter for further details.

  10/03/2022 -- Upon
  the servicing center reviewing the account to conduct the annual escrow
  analysis, it was discovered that the escrow account was short. The escrow
  analysis completed and issued to the mailing address on file on August 30,
  2022, disclosed an escrow shortage, resulting in an increase in the monthly payment, effective with the October 1, 2022 payment. After further investigation, it was determined that the final
  CD should have included two additional months with the closing costs for the
  initial escrow payment at closing for the property taxes, totaling seven
  months. Due to this, CrossCountry covered the escrow shortage on
  September 23, 2022. On September 27, 2022, we
  completed an updated escrow analysis, disclosing the removal of the escrow
  shortage with the updated monthly payment, effective with the October 1, 2022
  payment. This analysis was issued on September 27, 2022, to the mailing address on file. Please accept our apologies for any inconvenience the customer may have
  experienced due to this matter. Please
  know that we have corresponded with the appropriate parties regarding the customer's experience.

• Initial Complaint

  Date:08/26/2022

  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 filled out an information form about looking into a HELOC or 2nd mortgage. One of their loan people contacted me, but wouldn't listen to what I needed, he was only interested in selling me an expensive complete refinance. I refused, showed him the numbers of why I was not interested, and he quit contacting me. He wasn't interested in what I actually needed. That is fine i found what I need elsewhere. What isn't fine is since then I receive anywhere from 7-15 calls per week from this company. I have answered at least one or two a week. I have asked 9 different mortgage brokers that work for the company to please remove my information and stop bothering me. Not one has. I am still receiving multiple calls per week from this company. With how the first person tried to repeatedly pressure me into a loan I didn't need or want, now the nonstop harassment, this is a predatory lending company. I have asked to speak with with someone at their corporate office several times to try to resolve this, and all I am told is that no one can speak with me they are too busy. So I ended up coming to the BBB.

  

  Business Response

  Date: 09/09/2022

  Please see the attached response letter for further details.

  9/9/2022 -- Please be aware that CrossCountry was experiencing technical difficulties with our internal systems. CrossCountry
  has identified the issue that led to the additional phone calls and has taken
  steps to remediate it. Please accept our apologies for any inconvenience the customer may have experienced due to this. As of August 29, 2022,
  we can confirm that our database was updated to remove the customer from our marketing
  lists based on the information the customer provided in the BBB complaint. Customer service is of the
  utmost importance, and we sincerely regret that we did not meet the customer's expectations. Our representatives are trained not only to be
  knowledgeable, but also courteous, kind, and responsive. Our goal is to provide the customer with the service they expect in the future. 

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair 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.

  CrossCountry Mortgage and their loan officer ****** ******* unlawfully ran my credit with my now ex without me knowing and refuse to have this hard inquiry removed from my credit or give me a letter to go and have it removed myself. This is identity theft and they refuse to own up to it. They claim they have my VERBAL consent to do this, yet can produce no proof in my own voice that I gave any consent. I have asked for the proof I gave them permission and they refuse to show this proof. They now will not respond to my follow up request about this issue, ****** and the investigating agent ****** ******** refuse to answer my calls and emails about this issue. Instead of talking to me they choose to hide and not talk or show any proof about my theft. I have called ****** over 20 times to try to talk about the letter they sent me that says to call them and she chooses to not call me back, I have also sent nothing short of 8 emails requesting calls. I want my credit restored. I want them to send a letter to all three credit companies and have this hard inquiry removed from my credit as it was added unlawfully. Their want to ignore is hurting my credit and ability to take loans for my personal and business matters. They have no right to do this to me and hide, when they committed the theft against my information. ****** is lying to save his job, and ****** is refusing to talk to me or respond to me. Please see how shocked I was in these messages when it happened. WHY WOULD I ASK IF SHE RAN MY CREDIT IF I GAVE CONSENT! They are lying.

  

  Business Response

  Date: 08/31/2022

  Please see the attached response letter for further details. 

  8/31/2022 -- After
  further investigation, it appears there was a miscommunication regarding the
  pull of the complainant's credit. As such, on August 30, 2022, we submitted a request to the
  credit reporting agencies to remove the hard inquiry completed on April 27, 2022. We intend to continue
  monitoring our loan officer's interactions
  with our customers to ensure we are displaying the utmost customer service. Please accept our sincerest apologies
  for any inconvenience the complainant may have experienced. 

  Customer Answer

  Date: 08/31/2022

  [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:08/23/2022

  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 sent in my COVID claim supporting documentation on 7/27/2022. I continued to receive warning letters to comply and send my documentation. I send screengrabs with time and date stamps proving successful uploads to their Loan Solution portal, and proving successful email with attachments sent as back up.
  I have uploaded the documents no less than 3 times to this portal, 4 times they have been resent by my email to lossmitproxy email. 1 time the attachments were sent by a secondary email address of mine to lossmitproxy email address, as recommended by a representative. Finally I bought a fax number to send the documents to them again.
  I have requested a callback from a supervisor 4 times to understand why they keep declaring I'm not giving them the documentation. I have time and date stamps, and the rep initials from every call and request. ******* *** has never once returned my call, and asks to the reps to say she is unavailable every time. Each time I'm told she will call within 3 business days. She never does. And the final insult - August 10th my file was closed as incomplete, though I sent the documents and screengrabs with TIME and DATE stamps proving successful upload of the documents to the portal. I also sent email documentation of sending those same documents to the email address listed above.
  CCM does not care about ANY form of mitigation, and is blatantly trying to run down the clock to foreclose on homes of those affected by COVID. They have ZERO follow through, or integrity. The rep today laughed when I gave the exact initials of the supervisor who has promised a call back 3 other times. They know, everyone knows, it's all a game to them. In my application I made clear I am willing to do a partial claim for Covid and make 1.5 to 2x the mortgage payments to catch up, but they need to actually PERFORM the review and work rather than close the claim and lie about not receiving documents.
  
  Next steps, *************************** *** **** *******

  

  Business Response

  Date: 08/30/2022

  Please see the attached response letter for further details. 

  8/30/2022 -- After
  a careful review of our records, we have determined that we are missing a
  required signature and date on the Taxpayer Consent Form with the Loss
  Mitigation Application. This is the final document which we require to be
  submitted to reopen the hardship assistance file for the loan. Please also continue to submit paystubs as they are received while the loan is being
  reviewed for hardship assistance. Please
  accept our apologies for any inconvenience the customer may have experienced in not
  receiving a timely phone call from a Loss Mitigation Supervisor. Our goal is to
  provide the customer with the service they expect in the future. 

  Customer Answer

  Date: 08/30/2022

  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.

  LIES. Not only have I PROVIDED this very signed and dated document several times, it has also been faxed, uploaded to your portal and emailed from two different addresses. This is a flat out (provable!!) false narrative about why my paperwork was not processed. 

  Explain how I can send this form AGAIN when I have already PROVIDED IT USING 4 SEPARATE FORMS OF COMMUNICATUON??? How???

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

  

  Business Response

  Date: 09/27/2022

  Please see the attached response letter for further details.

  Our Loss Mitigation Department has confirmed that the Loss
  Mitigation Application Package is now complete. As we have now received all required documents to deem the
  Loss Mitigation Application Package facially complete, the loan will be
  reinstated to active Loss Mitigation status. All Foreclosure proceedings for
  the loan will be removed while the customer's hardship assistance options are reviewed by
  our Loss Mitigation Department. The customer will receive separate
  correspondence by mail from our Loss Mitigation Department which will provide
  any next steps for the processing of a modification for the loan. 

• Initial Complaint

  Date:08/17/2022

  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.

  Cross country was supposed to issue a escrow refund check and still waiting after about 8 weeks for overpayment. They also where supposed to pay hoa fees and we where hit with two surprise bills from the hoa. This is by far the most unprofessional thing seeing how I pay them a lot of money for my mortgage.

  

  Business Response

  Date: 08/26/2022

  Please see the attached response letter for further details.

  The escrow overage check was issued to the mailing address on file on April 19, 2022. As the customer still has not received that check, we reissued a check on August 19, 2022, via UPS Next
  Day Air, tracking number ******************. Regarding the request to disburse payment for the HOA bills the customer received, the customer first provided copies of these bills to us on July 19, 2021.
  However, we will not process requests to pay such bills out of escrow as these
  fees are not included in the escrow account and are the customer's responsibility. As
  such, no payment was disbursed. The customer followed up with our Customer Service
  Department on this request on January 19, 2022, and were advised of this. Please
  be aware that the final closing disclosure, viewed and executed by the customer on
  December 31, 2020, disclosed on page one and page four that HOA dues are not
  included with the escrow account.

• Initial Complaint

  Date:08/16/2022

  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 inquired about refinancing my mortgage with Cross Country Mortgage in March/April 2022. I didn't hear from them at the time but within the last month they have called me everyday 2 and 3 times a day. I answer and tell them I'm not interested because I've found someone else. If I don't answer the will not leave a message. I asked them constantly not to call me and to remove me from the call list. They say they will but i still receive calls. This is borderline harrassment and I'm tired of it.

  

  Business Response

  Date: 08/30/2022

  Please see the attached response letter for further details.

  8/30/2022 -- Our
  records indicate that the customer spoke with our loan officer on
  June 8, 2022, inquiring about a cash-out refinance mortgage loan with
  CrossCountry. On
  June 9, 2022, we issued the initial loan documentation, which was viewed and executed by the customer on June 13, 2022. On
  June 16, 2022, we received the request to withdraw the file from the loan review
  due to moving forward with a different lending company. Therefore, we withdrew the file from further review
  for a mortgage loan with CrossCountry. Our
  database was updated to remove the customer from our marketing lists based on the
  information the customer 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. 

  Customer Answer

  Date: 08/30/2022

  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.]
  

  Hello, I only rejected this response to say, I understand technical issues arise but, it was told to me by every agent I spoke with they would make a note in my file not to call me again. When  I received another call the agent said there was no note found. Technical issue... perhaps. Reading essentials...no excuse. Calling someone several times a day after being told not to call is almost harrassment. 
  
  Regards,
  
  
  
  ******* ******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:08/16/2022

  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.

  After signing a loan modification in Jan 2022
  My credit report saying I’m $17000 behind in payments
  Only in forbearance for 6 months month and been paying on time for the last 10 months last two payments is showing as being missed for
  June and July ,when no payments has been late of 2021, all taxes has been paid,loan modification not complete and it’s ruin my credit ,call multiple times to ask
  Correct my credit report which should not be showing any late payments or missed payments
  A total of $13355 payments made and not reported and credit report should not have been reflecting any missed payments during Covid Forbearance and have talk to several CSR who keep me on phone for hours waiting with no reply of if their gonna fix anything or wether my forbearance was approved ?

  

  Business Response

  Date: 08/30/2022

  Please see the attached response letter for further details.

  8/30/2022 -- We have
  restored the stop on the loan which will prevent adverse credit reporting for
  the loan until the modification is approved by the Department of Veterans
  Affairs (VA), and applied to the loan. As the loan still qualifies
  for adverse credit reporting suppression, on August 25, 2022, we submitted an electronic correction
  to the Credit Reporting Agencies to which we report to change the credit reporting history for the
  loan to Current in July and August 2022. Please accept our apologies for any inconvenience the customer may have experienced. 

• Initial Complaint

  Date:08/15/2022

  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.

  In October of 2021 we decided to complete a covid hardship forbearance on our mortgage through crosscountry mortgage. In December 2021 we worked with the loan solution center and came up with a plan for a loan modification. We returned the notarized paperwork back to them by certified mail in January 2022. We called twice a month since then and they just keep telling us that the service has not completed the modification. They told us to wait 60 days, then 90 days then 180 days because the servicer was backed up due to covid. Our modification was supposed to go into affect on March 1st 2022 and our first modified payment did April 1st 2022. Since then we have been paying crosscountry mortgage the modified monthly mortgage payment as they advised us to do. We have still called every month inquiring as to when the modification should be complete with no resolution. Recently my credit score dropped by 119 points due to cross county mortgage reporting that I was severly delinquent on my loan. I have never been delinquent and have paid as agreed and never late. I am ****** **** **** and am now in jeopardy of losing my security clearance and getting kicked out of the **** and losing my retirement. I need my credit score restored and the modification completed as soon as possible. I am a service member and there are laws in place to protect me. Please help.

  

  Business Response

  Date: 08/26/2022

  Please see the attached response letter for further details. 

  We
  submitted a correction to the credit reporting agencies to which we report to change the July 2022
  reporting to Current on July 26, 2022. We submitted a second correction to
  change the August 2022 reporting to Current on August 19, 2022. On May 13, 2022, we
  submitted the signed, notarized Partial Claim documents to the **** ********** ** ******** ******* (**) for final
  appro**l. Our Loss Mitigation Department requested status updates from the **
  on May 26, June 6, June 16, July 7, July 26, and August 19. We have not
  received an update from the ** regarding the status of the Partial Claim
  documents. We requested an estimated timeframe for completion of the
  modification; however, the only update which we have received from the ** is
  that they are backlogged. Once we receive a response from the ** regarding the
  modification, the customer will receive separate correspondence from our Loss Mitigation
  Department. Please be aware that this is out of our control as we are waiting on the **. 

• Initial Complaint

  Date:08/15/2022

  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 recently used Cross County Mortgage as my loan distributor for a house purchase. Upon having to pay my first mortgage payment I realized I can only pay my payment in full. Not twice a month like I had planned. After calling customer service they do offer a service that automatically takes out payment but you need to be a month ahead of payments first. They also do not allow me to go in and give them a partial payment myself.
  
  They are basically holding a month payment over my head so that I cannot reduce the interest on the loan and holding my money that I have to repay them hostage so they can profit with more interest accumulated.
  
  When I called customer service the only reasoning I got was they had administrative issues with applying the payments on their end, but now the financial responsibility is placed on all of their customers.

  

  Business Response

  Date: 08/23/2022

  Please see the attached response letter for further details.

  Please
  note that it is our policy not to accept partial payments. Page 4 of the Closing Disclosure, signed by the customer on June 13, 2022, states that the lender
  does not accept any partial payments. Additionally, this document states, “If
  this loan is sold, your new lender may have a different policy.” In
  addition to this information being listed on the Closing Disclosure, each of the Mortgage Statements provides this verbiage under the “Important Messages,”
  portion of the document: “Partial
  payments: Any partial payments that you make are not applied to your mortgage,
  but instead are held in a separate suspense account. If you pay the balance of
  a partial payment, the funds will then be applied to your mortgage.” We do not accept partial payments for mortgage
  loans as partial payments may risk the misapplication of payments the customer submits,
  which may inadvertently cause late fees to be assessed, or result in incorrect
  adverse credit reporting to be submitted to the Consumer Reporting Agencies. For this reason, we ask that all manual payments
  submitted for the loan be the full monthly payment amount. Our
  Budget Drafting Program automatically withdraws half-payments for the loan
  every two weeks from the first half-payment draft date. To ensure that all
  payments are applied to the account on time, we require the loan to be prepaid
  by one monthly payment. The loan
  is a conventional mortgage, not a Daily Simple Interest (DSI) or bi-weekly
  loan. As a conventional mortgage, the interest on the loan is accrued each
  month, not each day. Interest due with each monthly payment is calculated based
  on the unpaid principal balance of the loan at the time that the payment is
  received. However,
  our Budget Drafting Program does result in a decrease of the interest paid over
  the life of the loan. 

• Initial Complaint

  Date:08/04/2022

  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.

  We have been in forbearance with Cross county mortgage. We are trying to work with them with our hardships including a job loss. They sent us forms. We filled them out and sent them out early July. Get a letter our house was going into foreclosure. Write and send them hardship letters. Told them twice that I lost my job and was not working. Yesterday we found out from cross country that they sent us HOA paperwork instead of what we we're supposed to fill out. Their fault. Served by sheriff. Foreclosure court date of August 11th. Fill out hopefully the right papers last night. Sent to them by pdf. Called today about postponing or canceling foreclosure. Nobody was available to talk to. Now recording our phone calls. Always sent to voicemail. Now seeking a lawyer because they keep sending the wrong paperwork. Stressed out. Worried about losing our home. Cross country not telling us anything. We have a son with Autism and he doesn't do well with change, I.E possibly moving because of their mistake

  

  Business Response

  Date: 08/23/2022

  8/23/2022 -- We issued a response letter on 8/23/2022 to the financially obligated borrower, ***** ******, addressing the issues mentioned in the complaint in more detail. As of August 8, 2022, the loss mitigation application has been deemed complete and is under review.