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

298 total complaints in the last 3 years.
90 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:10/29/2024
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.
My servicer will not renew my homeowners insurance due to their rating. I have had this company since 2023 and my renewal is due 11/5 and they just notified me. I am in a disaster area with Hurricane Milton and my home has exterior damage. They expect me to obtain another policy with exterior damage from a hurricane. Even if I can obtain, I can only imagine at what cost. I also have a claim for the damage with my current insurer. I would like them to pay my renewal so I can keep my current insurer, especially with the hurricane damage and claim.
Customer Answer
Date: 11/11/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

Dina Robinson

Business Response
Date: 11/11/2025
We received your concerns you submitted to the Consumer Financial Protection Bureau (CFPB) on
October 30, 2024, and the Better Business Bureau (BBB) on October 29, 2024, and we are sharing with
you what we found after an investigation into your concerns.

Escrow Account

After reviewing your account, we found that on October 18, 2024, CrossCountry Mortgage’s Insurance
Department attempted to contact Great Florida Insurance; however, the attempt was unsuccessful.
Further review determined that the Insurance Department received the renewal information from
Unique Insurance for policy ********** on October 21, 2024. The renewal information reflected a
premium of $3,538.28, effective November 1, 2024 to November 1, 2025. Please note that the system
automatically determined that the insurance rating was insufficient.
As such on October 22, 2024, a letter was sent to you advising you that your insurance provider must
have a B+ rating in the nationally published A.M. Best Key Rating Guide. It was determined that your
provider did not have a B+ rating and as such it was recommended you obtain a new policy with a higher
rating.
On October 24, 2024, the Insurance Department determined that Unique Insurance was not rated and
confirmed further research was needed.
On October 28, 2024, you called the Insurance Department and inquired about the letter you received.
The representative advised you updated insurance was needed due to your insurance provider rating.
On October 30, 2024, your escrow account was updated and a premium payment of $3,538.28 was
requested the same day.
On October 31, 2024, the premium payment of $3,538.28 was sent to Unique Insurance via check number
*********.

CrossCountry Mortgage and Mr. Cooper® are brand name for Nationstar Mortgage LLC.
On November 5, 2024, a representative from the Insurance Department contacted Great Florida
Insurance and confirmed the policy details. The representative advised the agent of the payment sent
and the agent confirmed the policy payment would be accepted as long as the payment was received
by November 14, 2024.
On November 6, 2024, the Insurance Department confirmed your insurance information was correctly
updated in your escrow account showing hazard policy ********** effective and in place from
November 1, 2024 to November 1, 2025. Additionally, your escrow account reflects the flood insurance
policy ********** with American Bankers Insurance effective November 5, 2024 to November 5, 2025.
The Insurance Department advised they will continue to monitor the payment sent on October 31, 2024
to ensure the funds are cashed, and posted effectively. It was also confirmed that you no longer needed
to obtain new coverage.
At this time your escrow account reflects the most up to date information and all policy details have
been confirmed. Please note we do not have information regarding your open insurance claim, please
provide updated claim information. We ask you to continue to provide any updated insurance details
you receive to ensure we update your records accordingly. You can email any updated information to
[email protected] or mail information to CrossCountry Mortgage, PO Box 7729,
Springfield, OH 45501-7729. We understand that you may have experienced a misunderstanding or
miscommunication during your previous contacts with CrossCountry Mortgage, and we appreciate the
opportunity to clarify this matter.
Initial Complaint
Date:10/08/2024
Type:Customer Service 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.
We received a respa letter back in January 2024 informing us that our loan server changed from "CrossCountry Mortgage, LLC (by ***)" to "CrossCountry Mortgage, LLC".

On the letter, it gives a new link for online servicing. When I click the link, I get a "Page Not Found" error. I've spent HOURS trying to get this resolved to no avail. Every month I have to call to make my payment. Every time I call, I ask for the status of my account transfer. Every time, I'm told it SHOULD be working, but it doesn't. I spend a good amount of time troubleshooting, just to have nothing work.

Even though I'm on the mortgage, they only have my father, ****** *********'s information (name/ssn) because apparently the information didn't transfer properly when they switched borrowers.

I've been given several phone numbers to call for assistance. I'm getting the runaround. I had to ask them to go paperless so I could at least get a copy of my bill as the ones that come through my email say "link expired" even seconds after receiving it.

This company is a mess! As a borrower, I should have online access to my account and not have to call every month to make my payments.

None of the customer service agents I speak with know how to help. I need resolution because it is clear that they are doing nothing to remedy this situation.
Business Response
Date: 10/18/2024
Please see the attached response letter regarding the customer's concerns.
Dear ****** *********, ******* *********, and ******* *******:
This letter is in response to your complaint filed with the Better Business Bureau
(BBB) on October 8, 2024, and directed to CrossCountry Mortgage, LLC
(CrossCountry) on October 9, 2024. I have been asked to respond to your concerns
regarding access to your online account, and I appreciate the opportunity to do so.
We take all complaints seriously and appreciate all the information you have
provided. We thank you for allowing us the opportunity to investigate this matter
further, as we pride ourselves on maintaining professionalism and being transparent
with our customers.
We understand how frustrating login issues and being unable to obtain online access
can be and sincerely apologize for the inconvenience this may have caused. Upon
receiving your complaint, our corporate office and servicing center worked diligently
to identify and resolve the issue with the highest priority. We are pleased to inform
you that, according to our records, this matter has been resolved, and your account
is showing active website access for ******* ******* at this time. Additionally, our
Support Team reached out to ******* ******* to confirm as well.
Please be aware that although our records reflect three borrowers for this loan, the
mortgage statements typically contain the names and addresses of the first two
borrowers listed on the Note. Unfortunately, the mortgage statements do not allow
for a third borrower name section.
However, if requested, we can update the mailing street address to reflect as care of
(c/o) ******* *******, **** ** ***** ******. Furthermore, once online access is
obtained, all borrowers can sign up for website access to review the mortgage
information and statements.
In regard to submitting your mortgage payments, we want to ensure you are aware
of the multiple payment options available to you for added convenience. For further
details, please refer to your mortgage statement.
• Autopay: Allows you to have your payment automatically debited each month,
from the checking or savings account of your choice. CrossCountry does not
charge a fee to activate this service, and it can be set up via our website at
***************************************.
• Automated Phone Payment (IVR): This is a pay-by-phone service provided
through our automated phone system. There is no charge for this service and
can be completed by contacting ************.
• Website Payments: Allows you to sign in to your account anytime to make a
payment via our online portal at **************************************.
There is no charge for this service.
• Mail Payments: With a check or money order, payments can be mailed to
CrossCountry Mortgage, ** *** ******* ******* ** **********. Please
include the loan number on the payment and allow adequate time for postal
delays as the receipt and posting date will govern the assessment of late
charges. One can also send payments via express or overnight mail to
CrossCountry Mortgage, Attn: Payment Processing - ******* **** *******
****** ***** **** *********** ** *****
• Wire Transfer: Allows you to send payoff/reinstatement funds via wire
transfer; however, please refer to your payoff statement for wiring instructions
and/or visit our website at **************************************.
• ********* Express Payment: Ensures same-day delivery of your payment
to CrossCountry. You can visit your local ********* Agent or call
************** to locate a ********* location. Complete the payment form
with your name, and CrossCountry loan number, and enter the receive code
listed on your mortgage statement under “Payment Options”. Please note that
these transactions typically require cash, and the ********* Agent may
charge a fee for this service.
• ******* ***** ***** *******: Ensures same-day delivery of your payment
to CrossCountry. You can visit your local ******* ***** Agent or call
************** to locate a ******* ***** location. Complete the payment
form with your name and CrossCountry loan number indicating Pay to:
CrossCountry Mortgage, **** ***** **** ****** **. Please note that these
transactions typically require cash, and the ******* ***** Agent may charge
a fee for this service.
Customer service is of the utmost importance, and we sincerely regret that your
recent experience may have fallen short of your expectations. We view your feedback
as an opportunity to evaluate and improve the service we provide to all customers.
Our representatives are trained not only to be knowledgeable, but also courteous,
transparent, and responsive. Rest assured that your comments have been forwarded
to the appropriate department. Please accept our apologies for any inconvenience
you may have experienced. Our goal is to provide you with the customer service you
expect in the future.
We hope that this additional clarification will help ease any reservations you may
have about CrossCountry. Should you have any further questions or concerns
regarding this matter, please feel free to contact our Legal Department’s Customer
Relations Team at ************, Monday through Friday from 8:00 a.m. until 5:00
p.m., Eastern Standard Time (EST), or by mail at **** ******** ******* **********
**** *****. You may also contact us via email at *********************. For
further information regarding the servicing of your loan, please contact the servicing
center’s Customer Service Department at ************. For further information you
may also visit us on the web at ****************************.
Best regards,
Lauren ****
Customer Relations Manager
Customer Answer
Date: 10/24/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I was contacted by my loan servicing company and they were able to get the issue resolved.

I really appreciate the option to come here and get help with this, thank you.

******* *******
Initial Complaint
Date:09/28/2024
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 am a seller stuck in escrow for 60 days now. The mortgage consultant assigned to mine and my husband's case at CrossCountry Mortgage, LLC has been very hard to get in contact with and lacking in all paperwork involved. We entered escrow on a property in Madera, Ca in July 2024 with a 30 day escrow. We we're supposed to close escrow end of August 2024 but after an entire week of being unable to get in contact with anyone the company finally told us papers had to go back into underwriting which pushed closing out 1 week. We moved out of the property on September 9, 2024 with the promise of closing that Friday, September 13, 2024. Needless to say, as I am filing this complaint it is now September 28, 2024 and we still haven't closed. We have sent addendums stating we are to get compensation at closing but our Realtor, as well as the buyers realtor are having a very hard time reaching the consultant at any time. He does not answer calls nor return them. Our agent has had to physically go to the office multiple times to get any type of answers on what is happening. At the end of every week the consultant claims something needs to be sent back into underwriting while we and the buyers are stuck waiting week after week. During this time my husband and I are responsible for now 2 house payments since this hasn't been resolved. I find this consultants lack of action on anything with our case unacceptable and someone needs to be held accountable. I am not one to make complaints but with this being dragged out for so long with what seems to be no end in sight I feel something needs to be done and it's likely we aren't the only clients being treated this way. I feel as though this Consultant at the bare minimum, if not the entire company aren't doing their jobs and we are just one of possibly many to be pushed aside and stuck in a financial burden with nothing but broken promises. We want our escrow to be closed ASAP and compensation for the multiple time extension
Business Response
Date: 10/22/2024

This letter is in response to your complaint that was filed with the Better Business
Bureau (BBB) on September 28, 2024, and directed to CrossCountry Mortgage, LLC
(CrossCountry) on September 30, 2024. I have been asked to respond to your
concerns, and I appreciate the opportunity to do so.

We take all complaints seriously and appreciate the information you have provided.
We thank you for allowing us the opportunity to investigate this matter further, as
we pride ourselves on maintaining professionalism while adhering to federal
guidelines. However, as you are not a customer of CrossCountry and are the seller,
we are prohibited by law from providing information specific to our borrower(s) or
their loan application to unauthorized third parties without written authorization from
our borrower.

Please understand obtaining a pre-approval is typically the first step in one’s journey
of obtaining a mortgage loan; however, please be aware that a mortgage loan can
be denied after further review of one’s credit and income profile, along with further
review upon the receipt of additional information received during the loan review
process. Final approval is subject to the underwriter’s review and approval involving
a more detailed and thorough evaluation of one’s financial profile and the subject
property.

During the loan process, there are periods when a loan officer will not be able to
provide a status update, due to another department being in the process of reviewing
the loan. Once that review is completed, that department will then inform the loan
officer. This may take up to or around 48 hours to allow the other department their
allotted time to complete a review. For example, when a file is sent to the
underwriter, the underwriter will complete their own review and typically, does not
contact the loan officer until it is either completed or if more information is needed.

If more information is needed, it may result in a resubmission for review with that
department upon receipt of that information. Please understand that we are required
to obtain updated and certain documentation in order to remain within guidelines.
Additionally, please know that CrossCountry holds no responsibility for a purchase
contract, as that agreement is made with you, the listing agent, the buyer, and the
buyer’s agent for the subject property. Information and/or deadlines set forth by a
purchase contract are not binding to CrossCountry, as we are required to adhere to
federal guidelines when providing a mortgage loan. As such, we are unable to honor
your request for monetary compensation at this time.

While we recognize our protocols set in place may feel extensive and may require
additional time, they are designed to ensure that every aspect of the loan is carefully
evaluated from our initial loan officer review to our appraisal review team,
underwriting team, and any additional team we may require dependent on the loan
type. This thorough review helps us identify and mitigate any potential risks, which
ultimately protects both the buyer and us. By taking the time to examine all factors,
we can ensure that the mortgage terms are manageable for the buyer and align with
their financial situation. Our goal is to support our borrower’s (the buyer’s) long-term
financial well-being and make sure they are comfortable with their ability to repay
the loan.

According to our records, communication with the agents occurred on Friday, October
18, 2024. We were informed that the title company did not have time permitted to
work on the documentation on Friday and informed us they would assist with
completion today, October 21, 2024. If you have any questions, we kindly request to
please continue to correspond with the applicable agents and/or the title company
regarding your transaction with the buyer.

Customer service is of the utmost importance, and we sincerely regret that you feel
your personal experience may have fallen short. Our representatives are trained not
only to be knowledgeable, but also courteous, transparent, and responsive. We view
your feedback as an opportunity to evaluate and improve the service we provide.
Your comments have been forwarded to the appropriate department.
Should you have any further questions or concerns regarding this matter, please feel
free to contact our Legal Department’s Customer Relations Team at 800.499.8754,
Monday through Friday from 8:00 a.m. until 5:00 p.m., Eastern Standard Time (EST),
or by mail at 2160 Superior Avenue, Cleveland, Ohio 44114. You may also contact
us via email at [email protected].

Best regards,
Lauren H***
Customer Relations Manager
Initial Complaint
Date:09/26/2024
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'm trying to reset my online login. I have memory issues and forget my password. Im getting emails about my statements, and so I used that email to attempt a password reset and I didn't receive any links to reset the password.

I dialed ********** for assistance and reached a man who asked for either my loan number or ssn but then was unable to assist me. He said no one could help me reset my password. He also asked me if I remembered my password. Then became defensive when I told him that the reason I was calling in was because I couldn't remember my password.

I'd like him to be coached, and help resetting my password
Business Response
Date: 10/21/2024

This letter is in response to your complaint filed with the Better Business Bureau
(BBB) on September 26, 2024, and directed to CrossCountry Mortgage, LLC
(CrossCountry) on September 27, 2024. I have been asked to respond to your
concerns regarding access to your online account, and I appreciate the opportunity
to do so.

We take all complaints seriously and appreciate all the information you have
provided. We thank you for allowing us the opportunity to investigate this matter
further, as we pride ourselves on maintaining professionalism and being transparent
with our customers.

We understand how frustrating login issues and being unable to obtain online access
can be and sincerely apologize for the inconvenience this may have caused. Upon
receiving your complaint, our corporate office and servicing center worked diligently
to identify and resolve the issue with the highest priority. We are pleased to inform
you that, according to our records, this matter has been resolved, and your account
is showing active website access at this time.

Additionally, our records reflect you corresponded with a servicing agent on
September 26, 2024, to register the account online. On September 27, 2024, our
corporate support team reached out to you via email in an attempt to directly connect
with you to resolve any issues and provided instructions to reset your password.

If you experience any issues moving forward with resetting your password, please
feel free to visit our website at www.servicing.crosscountrymortgage.com and click on
“Forgotten Password” under the login field. At that time, you will then be required to
enter the email used to register your account, which is **************** Once
that step is completed, an email will be sent to you containing the next step. Please be
sure to check your email’s spam folder as it may be sent to that folder if not found in
your email’s inbox.

Regarding your interactions with the agent, please know that we do not condone
unprofessionalism and have provided additional coaching to ensure our customer
service standards and expectations are met. Please understand that the intention
behind the communication was simply to ensure transparency and not to suggest any
wrongdoing. We apologize for any miscommunication you may have received.

Customer service is of the utmost importance, and we sincerely regret that your
recent experience may have fallen short of your expectations. We view your feedback
as an opportunity to evaluate and improve the service we provide to all customers.
Our representatives are trained not only to be knowledgeable, but also courteous,
transparent, and responsive. Rest assured that your comments have been forwarded
to the appropriate department. Please accept our apologies for any inconvenience
you may have experienced. Our goal is to provide you with the customer service you
expect in the future.

While we realize our prior service may not have aligned with your expectations, we
hope that this additional clarification will help ease any reservations you may have
about CrossCountry. Should you have any further questions or concerns regarding
this matter, please feel free to contact our Legal Department’s Customer Relations
Team at 800.499.8754, Monday through Friday from 8:00 a.m. until 5:00 p.m.,
Eastern Standard Time (EST), or by mail at 2160 Superior Avenue, Cleveland, Ohio
44114. You may also contact us via email at [email protected]. For further
information regarding the servicing of your loan, please contact the servicing center’s
Customer Service Department at 833.755.2066. For further information you may also
visit us on the web at www.crosscountrymortgage.com.

Best regards,

Lauren H***
Customer Relations Manager
Business Response
Date: 10/21/2024

This letter is in response to your complaint filed with the Better Business Bureau
(BBB) on September 26, 2024, and directed to CrossCountry Mortgage, LLC
(CrossCountry) on September 27, 2024. I have been asked to respond to your
concerns regarding access to your online account, and I appreciate the opportunity
to do so.

We take all complaints seriously and appreciate all the information you have
provided. We thank you for allowing us the opportunity to investigate this matter
further, as we pride ourselves on maintaining professionalism and being transparent
with our customers.

We understand how frustrating login issues and being unable to obtain online access
can be and sincerely apologize for the inconvenience this may have caused. Upon
receiving your complaint, our corporate office and servicing center worked diligently
to identify and resolve the issue with the highest priority. We are pleased to inform
you that, according to our records, this matter has been resolved, and your account
is showing active website access at this time.

Additionally, our records reflect you corresponded with a servicing agent on
September 26, 2024, to register the account online. On September 27, 2024, our
corporate support team reached out to you via email in an attempt to directly connect
with you to resolve any issues and provided instructions to reset your password.

If you experience any issues moving forward with resetting your password, please
feel free to visit our website at www.servicing.crosscountrymortgage.com and click on
“Forgotten Password” under the login field. At that time, you will then be required to
enter the email used to register your account, which is **************** Once
that step is completed, an email will be sent to you containing the next step. Please be
sure to check your email’s spam folder as it may be sent to that folder if not found in
your email’s inbox.

Regarding your interactions with the agent, please know that we do not condone
unprofessionalism and have provided additional coaching to ensure our customer
service standards and expectations are met. Please understand that the intention
behind the communication was simply to ensure transparency and not to suggest any
wrongdoing. We apologize for any miscommunication you may have received.

Customer service is of the utmost importance, and we sincerely regret that your
recent experience may have fallen short of your expectations. We view your feedback
as an opportunity to evaluate and improve the service we provide to all customers.
Our representatives are trained not only to be knowledgeable, but also courteous,
transparent, and responsive. Rest assured that your comments have been forwarded
to the appropriate department. Please accept our apologies for any inconvenience
you may have experienced. Our goal is to provide you with the customer service you
expect in the future.

While we realize our prior service may not have aligned with your expectations, we
hope that this additional clarification will help ease any reservations you may have
about CrossCountry. Should you have any further questions or concerns regarding
this matter, please feel free to contact our Legal Department’s Customer Relations
Team at 800.499.8754, Monday through Friday from 8:00 a.m. until 5:00 p.m.,
Eastern Standard Time (EST), or by mail at 2160 Superior Avenue, Cleveland, Ohio
44114. You may also contact us via email at [email protected]. For further
information regarding the servicing of your loan, please contact the servicing center’s
Customer Service Department at 833.755.2066. For further information you may also
visit us on the web at www.crosscountrymortgage.com.

Best regards,

Lauren H***
Customer Relations Manager
Initial Complaint
Date:09/10/2024
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.
I am a 100% Disabled Veteran and have received my property tax exemption from **** County ********. I have been working with Cross Country Mortgage since around February 2024 to have my escrow adjusted to reflect the exemption. I have called monthly for an update only to be given a different answer by every person I have spoken to. I have sent in the confirmation letter from the county stating that my property is exempt from all taxes. On three separate occasions, myself and a customer service representative have spoken on the phone to the **** County Tax Assessor's Office. They provided a verbal confirmation that my property is exempt from taxes. I have had numerous requests put into Cross Country's tax department to have the property tax removed. They continue to request the award letter and proof of my 100% rating which I have sent in multiple times. I again called on 9/10/24 to check on the status. We again called the county and verified that I am exempt only for Cross Country to tell me I will have to wait until the next tax bill comes out, which will be around April 2025. I have been paying over one thousand dollars extra into my escrow account for taxes I do not have to pay. When you request to speak to a Manager, you are told that if the resolutions team has already helped you, then that manager will not contact you. The negligence and complete disregard to helping customers is seriously disappointing.
Business Response
Date: 09/25/2024
Dear ******** *. *******:

Thank you so much for reaching out to us. We received your concerns submitted by the Better
Business Bureau (BBB) on September 10, 2024, and we are sharing with you what we found after an
investigation into your concerns.

Taxes

In your correspondence, you stated that you are a 100% Disabled Veteran who has been granted a
property tax exemption by **** County, ********. Since February 2024, You stated that you have been
attempting to have Cross Country Mortgage adjust your escrow to reflect this exemption. Despite
providing all required documentation and receiving verbal assurances from the county, you have
encountered ongoing delays and inconsistent responses from the mortgage company. You have been
overpaying by more than a thousand dollars into your escrow account for taxes that you are not liable
for, and your request to speak with a manager have been repeatedly denied. You are now seeking a
billing adjustment to rectify this situation.

Tax Exemption

After reviewing your account, we found that on March 12, 2024, you initially contacted us and advised
that you are 100% exempt from property taxes; therefore, tax research was initiated to verify and
update the tax information.

On March 13, 2024, the tax research was completed. It was confirmed on the tax assessor’s website, that
you had been granted a partial exemption for the Year 2023 taxes payable 2024 and the billing amount
was not available to date. It was clarified that once the taxes are billed and paid in 2024,
documentation for an approved 100% exemption must be provided by the homeowner and verified by
the taxing authority to update a full exemption. It was confirmed that the tax line had been updated
correctly.

You called in on March 21, 2024, regarding the status of the tax exemption. You were informed of the
results of the tax research dated March 13, 2024. It was advised that proof of 100% exemption

CrossCountry Mortgage and *** ******* are brand name for ********** ******** ***.
documentation was needed for further research. You stated that you did not have such
documentation and requested to escalate the call. Therefore, the call was immediately connected to
an Executive Resolutions Team (ERT) agent for further assistance.

You were informed that you were approved for a partial exemption and to update the tax line to reflect
a 100% exemption, documentation or confirmation from the taxing agency of a billing amount of $0.00
was needed. You confirmed that you had received verbal notice from the taxing authority of an
approved exemption and did not have documentation showing a billing amount of $0.00. As such, the
agent conducted a conference call with the taxing authority to verify the billing amount for the Year
2024 taxes. The county representative advised that you were approved for a tax exemption; however,
the billing amount would not be $0.00 yet because there was a partial bill due in May 2024. The
representative clarified that after the May 2024 bill was paid, it was anticipated that the next billing
amount should reflect due in the amount of $0.00. You stated that you understood. Our records reflect
that a case was opened and submitted detailing your concerns for review.

On May 1, 2024, you called in about an escrow analysis conducted for a tax exemption. The status of the
approved partial exemption was reiterated, and it was clarified that based on that tax status a partial
bill would be due May 2024. Once the May billing was paid, it was expected that you would be fully
exempt from property taxes in the annual amount of $0.00. It is important to note that tax
assessments are conducted by the taxing authority. Per the original loan documents, CrossCountry
Mortgage is required to pay the amount by the date due from the escrow account as billed by the tax
assessor.

On May 20, 2024, you called in and requested to pay the second installment due for taxes early;
therefore, a tax research request was submitted per your request.
The account shows on May 15, 2024, funds in the amount of $4,431.47 were disbursed from the escrow
account for County Tax.

The tax research was completed on May 21, 2024. It was verified via the website that the Year 2023
payable 2024 1st installment was billed and paid in the amount of $4,431.47 and the 2nd Installment was
due September 1, 2024 in the amount of $4,431.47 to be paid by the date due. In addition, it was
confirmed that the you were approved for a partial tax exemption along with a request for
documentation reflecting an approved 100% exemption to proceed with your request. As such, no
further action was taken as the tax line had already been updated to reflect the exemption
information.

Our records indicate on June 5, 2024, you called in and requested an update regarding your previous
tax request. You were advised of the results of the tax research completed on May 21, 2024. It is
important to note that the prior tax research advised proof of 100% exemption was needed to update
the line because it was still showing a partial exemption and a tax amount coming due in August
2024. The agent should have advised taxes are paid from escrow 10 days prior to the due date and
once the taxes were paid and proof of billing amount of $0.00 was verified the tax line could be
updated and an out of cycle EA ran for any refund of escrow surplus. We apologize that all of your
concerns were not addressed.

On June 18, 2024, you called in and were immediately connected to an ERT agent per your request to
escalate the call regarding the request to pay the taxes due August 2024 in advance due to an
approved 100% tax exemption for Year 2024 payable 2025. You were informed that a tax research
request was submitted and not guaranteed. The expectation was set that you would receive a follow

CrossCountry Mortgage and *** ******* are brand name for ********** ******** ***.
up call regarding the results of the research. Our records reflect that a case was opened and submitted
detailing your concerns for review.

The tax research was completed on July 25, 2024. It was confirmed that per the tax assessor’s website
that you were approved for a partial disabled veteran exemption and the tax lines had already been
updated accordingly. That same day, the agent called you to advise of the results of the research;
however, the call attempt was unsuccessful due to an answering machine being reached; therefore, a
voicemail message was left with a request to return the call. Additionally, the agent noted on the
account that the research determined that we will not be paying the tax bill prior to the due date.
That same day, you called in for an update regarding your tax bill request. You were informed that the
tax bill would not be paid in advance and would be paid by the date due. Additionally, per your request,
a request was submitted for a new analysis. The preliminary review reflected a reduction in the
monthly payment and surplus.

On July 26, 2024, a new analysis was generated with an effective date of August 1, 2024, which resulted
in a payment change to $3,769.97 and a surplus amount of $3,434.64. An Escrow Statement along with
attached surplus check (number **********) in the amount of $3,434.64 was sent to the mailing
address on file.

You called in on July 29, 2024, regarding the results of the analysis and stated the expectation for the
account to reflect the status of 100% tax exempt. You were advised to send in documentation reflecting
proof of 100% tax exemption. You called in a second time this day regarding the same request. It was
reiterated that proof of 100% tax exemption was needed to proceed with your request.
You called in on August 8, 2924, and advised of your intention to send in proof of 100% exemption. This
information was noted on the account.
On August 14, 2024 funds in the amount of $4,431.47 were disbursed from the escrow account for
County Tax.

You called in on August 21, 2024, and stated that you had been working for months to update the
account to reflect a 100% tax exemption for the Year 2024 taxes which are paid in 2025. The agent
conducted a conference call with (COUNTY). A representative with the taxing authority confirmed the
full 100% tax exemption for Year 2024 payable 2025.

On August 27, 2024 the tax research was completed. It was confirmed that the Year 2023 payable 2024
1
st and 2nd Installments were both billed and paid in the amount of $4,431.47 each. It was further
confirmed that you were approved for a partial disabled veterans exemption and regarding a 100%
exemption there was no documentation received for the parcel. Therefore, it was determined that the
tax lines were set correctly and documentation was requested to verify the 100% exemption.
On September 10, 2024, you called in to confirm the status of the tax update on the account. You were
informed of the results of the previous tax research. You stated that you had already sent in proof of
exemption and requested for the information to be updated on the account. Additionally, you
requested to escalate the call; therefore, you were immediately connected to an Executive Resolutions
Team (ERT) agent for further assistance. You expressed concern that the 100% tax exemption
information had not been updated on the account to date. You were informed that the update was in
process.

CrossCountry Mortgage and *** ******* are brand name for ********** Mortgage LLC.
Our records indicate we received tax exemption documentation on September 19, 292; therefore, the
documents were forwarded to the Tax Team for review.
The tax research was completed on September 20, 2024. It was determined that per the documents
verified for tax Year 2024 payable 2025, you are approved for the 100% disabilities homestead
exemption. Therefore, the tax line was updated correctly, and it was noted that an analysis was not
needed.

To date, the escrow account reflects the above referenced loan is escrowed for both taxes and
insurance. The tax line reflects semi-annual installments next due May 31, 2025, as fully exempt in the
amount of $1.00. Please be advised that the next annual analysis is scheduled for December 2024.
We understand that you may have experienced misunderstanding or miscommunication during your
previous contacts with CrossCountry Mortgage, LLC, and we appreciate the opportunity to clarify this
matter.

If you have any questions, please contact our Customer Service Department at 833-755-2066 or via mail
at **** ***** ** *** ***** ******* *** ******* *********** ** *****. Our hours of operation are Monday
through Friday from 7 a.m. to 8 p.m. (CT). Visit us on the web at **************************** for
more information.
I hope this information is helpful and addresses your concerns. If you have any specific questions about
the information I have provided, please contact me directly, using the information below.
Sincerely,

Cara *****
Customer Relations Specialist
Customer Answer
Date: 09/25/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

******** *******
Initial Complaint
Date:08/30/2024
Type:Product 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.
I have been trying to get my tax refund of $710.41 that Maricopa Country sent to my mortgage company since February, 2024. Please see my attached letter that I am sending out today. I really don't know what the problem is with Cross Country Mortgage but for them to not be able to solve a simple problem like this, we'll there's something wrong.
Business Response
Date: 09/17/2024

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

We received your concerns submitted by the Better Business Bureau (BBB) on September 3, 2024, and we are
sharing with you what we found after an investigation into your concerns.

Escrow Analysis

In your correspondence, you stated that you have been attempting to retrieve your tax refund of $710.41, which
Maricopa County dispatched to your mortgage company back in February 2024. Despite your persistent efforts,
the problem persists, leaving you exasperated with CrossCountry Mortgage's failure to address what seems to be
a straightforward issue. You are now seeking a refund of the disputed amount. We apologize for any
inconvenience this may have caused.

Upon examination of your account, it has been ascertained that the tax refund in question was disbursed by
the taxing authority in January 2024 , before the servicing transfer to *** ******. Consequently, the refund was
directed to the previous servicer, ********** ********* ***.

The prior servicer has since confirmed that the refund was received in January 2024 but was not forwarded to
*** ****** until July 29, 2024.

Upon receipt, the refund was designated to your account as a County Tax Deposit effective April 18, 2024.
Subsequently, on August 9, 2024 , an updated escrow analysis was conducted, leading to a payment
adjustment to $1,429.39 effective September 1, 2024, and the identification of an escrow surplus of $330.14.
Both an Escrow Disclosure Statement and a surplus check (number **********) were sent to you via regular
mail.
Customer Answer
Date: 09/17/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

***** *********
Initial Complaint
Date:08/07/2024
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.
CrossCountry Mortgage is whom we went with for our mortgage when purchasing a home. At the time of purchase an escrow account was setup for us an this escrow account has repeatedly failed to pay the insurance premiums. Because of this, we have now had to pay these premiums out of pocket even though we have already paid into escrow for them.

In addition, CCM states they made a payment from escrow in one of the instances, yet the insurance carrier never received it. So, now our money is floating out there somewhere and we have no way to access it and CCM has been no help with the exception of one employee who unfortunately has not been able to get traction on our behalf.
Business Response
Date: 08/21/2024
Dear ****** ******:

We received your BBB concerns regarding the hazard insurance policy for the loan number ending in
0840 on August 9, 2024. However, our records reflect ****** ****** is not an Authorized Third Party on
the account. Please note, that as a Deed of Trust signer, you are authorized to discuss when the next
payment is due, the status of the loan, and the amount to cure the loan. For any further information, a
signed Third Party Authorization is required. A Third-Party Authorization Form has been enclosed with
this correspondence.

The authorization must be signed and dated by the borrower. If no additional date is provided, the form
will only be acceptable for 90 days. If the borrower would like the authorization to be in effect for longer
than 90 days, they must indicate the desired timeframe. This form may be faxed to our Research
Department at ***** ********.

You have the right to access the document relied upon in this investigation. We have included this
document for your records.

• Third Party Authorization Form

If you have any questions, please contact our Customer Service Department at ************ or via mail
at **** ***** ** *** ***** ******* *** ******* *********** ** *****. Our hours of operation are Monday
through Friday from 7 a.m. to 8 p.m. (CT). Visit us on the web at
************************************** for more information.

I hope this information is helpful and addresses your concerns. If you have any specific questions about
the information I have provided, please contact me directly, using the information below.
Sincerely,
Initial Complaint
Date:08/06/2024
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 am reaching to have a manager contact me in concern to a horrible homebuying experience I had with CrossCountry/my Loan Advisor, in concern to the lack of transparency and honesty provided during my homebuying process.

As a first time homebuyer, I was hoping for honest and upfront answers, which I did not receive from my advisor, despite rewording my inquires many times over.

For example; the day I wanted to lock in & buydown my interest rate (at its least expensive price point), I had to reach out to my realtor to push for my lock in rate to be addressed and finalized. Prior to her contacting my advisor, we went back and forth for an entire day
— it was extremely stressful and should had never got to that point.
Screenshots are attached for reference.
Following this incident, I attempred to reach out to management regarding the matter on 07/04/24 and never received a response/follow up from CrossCountry. Again, this is ONE example of many.

A couple weeks ago, I asked to buydown my rate to be lowered and was informed I did not have the option to do so. Had I would've been notified on this, I would have locked at a lower rate, which could've ultimately saved me thousands of dollars a year.
I hope another client does not experience the same (half) service I did.
Customer Answer
Date: 10/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I attempted to get in contact with a manager or supervisor about my experience and treatment far before it escalated to this point, as mentioned in my email. Additionally, I have texts that I sent to my Realtor in regard to the discriminatory treatment I felt I was being subjected to.
**** then responding by twisting my own words against me and then victimizing the aggressor (*****) was extremely abhorrent. Its that same narrative and tone that intimated me from speaking out against ***** directly to her.

Attached in the email are screenshots of our most recent exchange. I am shocked beyond words on how this whole matter has been handled.
I want to appeal their findings.

As per my call logs, I did not contact them on 07/04/24— it was on another date.
Additionally, their findings contradict the response I was provided by their VP via email.

Their findings also contradicts the evidence I have on hand, which they did not contact me or ask me for.

Regards,

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

Business Response
Date: 10/10/2024
10.10.24:
Thank you for sharing your thoughts and concerns with us. We truly value feedback from our customers, as it helps us improve and ensure we are delivering the best possible service.
After carefully reviewing your comments and reassessing our position, we would like to respectfully inform you that our stance on this matter remains unchanged. We understand this may not be the outcome you were hoping for, and we regret any frustration this may cause. We appreciate your understanding, and should you have any further questions or concerns regarding this matter, please feel free to contact our Legal Department's Customer Relations Team directly using the contact information presented in our prior response letter. Additionally, for optimal assistance and for your reference, we have provided a copy of the correspondence in question that was completed on July 4, 2024. Thank you again for your time and feedback.
Business Response
Date: 10/22/2024

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

This letter is in response to your complaint filed with the Better Business Bureau
(BBB) on August 6, 2024, and the Consumer Financial Protection Bureau (CFPB) on
August 9, 2024, and directed to CrossCountry Mortgage, LLC (CrossCountry) on
August 7, 2024, and August 9, 2024, respectively. I have been asked to respond to
your concerns, and I appreciate the opportunity to do so.

We take all complaints seriously and appreciate all the information you have
provided. We thank you for allowing us the opportunity to investigate this matter
further, as we pride ourselves on maintaining professionalism and being transparent
with our customers. We value all our customers and hope to assist them in achieving
the goal of owning a new home or refinancing a current home while adhering to
federal guidelines.

Obtaining a pre-approval is typically the first step in one’s journey of obtaining a
mortgage loan; however, please be aware that a mortgage loan can be denied after
further review of one’s credit and income profile, along with further review upon the
receipt of additional information received during the loan review process. Final
approval is subject to the underwriter’s review and approval involving a more detailed
and thorough evaluation of one’s financial profile.

Please understand that our loan officers do have other customers and responsibilities
and may not respond immediately. We appreciate you choosing us to obtain a
mortgage and are grateful for your feedback. Office hours at our ************** ***
**** ******** ** **** **** ******* ***** **** ************** *** **** ***** are
typically between 8:30 a.m. to 5:00 p.m., Eastern Standard Time (EST), Monday
through Friday. Any contact after business hours is considered a courtesy to provide
above-and-beyond customer service for our customers.

Bear in mind that CrossCountry may suggest our employees try to conduct business
at times and through means that are most convenient for the customer; however, it
is not a mandatory requirement if it is outside of their business hours.

Our records indicate that we reviewed you for a Federal Housing Administration (FHA)
mortgage loan. We issued the initial loan documentation including but not limited to
the initial Loan Estimate (LE) and the Acknowledgement of Intent to Proceed
disclosure on May 28, 2024. The documentation disclosed the loan amount of
$262,269 with an interest rate not yet locked at 7.125% for a buydown of 0.525%
of the loan amount of $1,377, also referred to as the discount points. Additionally,
we issued the *** **** Interest Rate Disclosure, which stated to contact our office
during normal business hours to request a rate lock. The documentation was viewed
and executed by you on May 29, 2024

On June 12, 2024, around 11:06 p.m., you notified CrossCountry via text message
that you would like to lock your interest rate at 6.688% for 0.946 points for $1,804.
As it was after business hours, we were unable to submit your request until the
following business day. On June 13, 2024, as further discussed with you and during
business hours, we locked your interest rate. We then proceeded with generating
updated documentation to reflect as such. We issued the revised LE, and Notice of
Change Circumstances Reasons on June 17, 2024, disclosing the change in the
amount financed and the locking of the interest rate. The revised LE also disclosed
the loan amount of $262,269 with an interest rate locked at 6.688% for a buydown
of 0.859% of the loan amount of $2,253. However, on June 19, 2024, we reached
out via email and notified you that the revised documentation had an error, and an
updated one will be sent over to you to sign.

On June 19, 2024, we issued revised documentation, including the LE, Notice of
Change Circumstances Reasons, and the *** **** Interest Rate Lock-In Agreement.
The documentation disclosed the loan amount of $262,269 with an interest rate
locked at 6.688% for a buydown of 0.688% of the loan amount of $1,804. The
documentation was viewed and executed by you on June 27, 2024.

On July 18, 2024, we issued the preliminary Closing Disclosure (CD) and the Notice
of Change Circumstances Reasons disclosing updates made to settlement charges
and the change in the amount financed. The documentation also disclosed the loan
amount of $262,269 with an interest rate of 6.688% for a buydown of 0.688% of the
loan amount of $1,804.41. The documentation was viewed and executed by you that
same day. On July 23, 2024, we generated the closing documentation, including but
not limited to the final CD. The closing documentation was viewed and executed by
you on July 26, 2024.

Please know that the figures disclosed prior to the closing of the loan may be subject
to change throughout the loan review based on the information received at that time
from you as well as from any third parties, such as the title company or appraisal
company. However, depending on what changes may be needed prior to closing, you
were properly notified within federal guidelines.

Additionally, please understand that there are periods during the loan process when
a loan officer will not be able to provide a status update, due to another department
being in the process of reviewing the loan. Once that review is completed, that
department will then inform the loan officer. This may take up to 48 hours to allow
the other department their allotted time to complete a review. For example, when a
file is sent to an underwriter, the underwriter will complete their own review and
typically does not contact the loan officer until it is either completed or if more
information is needed. If more information is needed, it may result in a resubmission
for review with that department upon receipt of that information.

Furthermore, updated documentation may be requested during the loan process due
to prior documentation submitted being expired or set to expire, and additional
documentation may be requested providing clarification for documents previously
submitted. Please know that we are required to obtain certain documentation and
updated documentation to remain within federal guidelines.

We understand a mortgage loan review may be lengthy and would assure you that
we are committed to working with our customers who seek a mortgage loan. Our
ability to help is dependent on the information that is provided to us for evaluation.
The information that was provided to you was based on the information received by
CrossCountry at that time.

Moreover, delays and updates may occur during a review as there are periods during
the loan process that require information from a third party, such as the settlement
company, attorneys, insurance company, and appraisal company.

Regarding your comment about being unresponsive on July 4, 2024, please note that
this was a federal holiday, and our employees were not required to conduct business
that day. However, our records indicate that we replied 7 times via email on July 4,
2024, to your questions.

Regarding your August 8, 2024, request to Loan Officer ***** ******* for information
on lowering your interest rate to 6% through a loan buydown, which was based on
her June 14, 2024, text about re-locking the rate within 15 days of closing, we’d like
to clarify that the message was intended to refer to the period up to 15 days before
closing. Once the loan has closed, its terms cannot be modified. We apologize for any
confusion this may have caused and have addressed the need for clearer
communication with Ms. *******.

Customer service is of the utmost importance, and we sincerely regret that you feel
your personal experience may have fallen short. Our representatives are trained not
only to be knowledgeable, but also courteous, transparent, and responsive. As you
expressed dissatisfaction with our Loan Officer, ***** *******, we intend to continue
monitoring Ms. *******’s interactions with our customers to ensure they meet our
quality standards and compliance.

Furthermore, we have corresponded with Ms. ******* for additional coaching to
ensure she understands our customer service standards and expectations. Please
accept our apologies for any inconvenience you may have experienced. We view your
feedback as an opportunity to evaluate and improve the service we provide to all
customers. Your comments have been forwarded to the appropriate department. Our
goal is to provide you with the customer service you expect in the future.
Additionally, please know that we recognize the correspondence between you and
Ms. ******* regarding your ability to obtain your new home could have been
perceived as dismissive and unprofessional, and we sincerely apologize for any
discomfort it may have caused you. However, after careful consideration of the
details, we must respectfully deny your claim that this interaction was discriminatory.
While we acknowledge the communication was not up to our standards, we found no
evidence that Ms. *******’s remarks were motivated by discriminatory intent.
CrossCountry is committed to providing mortgage services to diverse communities
and customers on equal opportunity bases.

We hope that this additional clarification will help ease any reservations you may
have about CrossCountry. Should you have any further questions or concerns
regarding this matter, please feel free to contact our Customer Relations Team at
************, Monday through Friday from 8:00 a.m. until 5:00 p.m., Eastern
Standard Time (EST), or by mail at **** ******** ******* ********** **** *****.
You may also contact us via email at *********************.

Best regards,

Lauren ****
Customer Relations Manager
Initial Complaint
Date:08/05/2024
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 have been with Cross Country mortgage for over five years. My payments were on auto pay. Never late. The auto pay was generated from ***** Bank. An error occurred at ***** Bank, and double payments of $1469.34, 2 times in June 2024 ***** said they couldn’t do anything because both checks were cashed.by crosscountryortgage. They gave me trace numbers and ID numbers for both. I called Cross Country they sent me back one payment of $1469.34. They kept the other payment of $1469.34.This happened June.Ever since then they have been rejecting Payments insisting I still owe for June. I had a 3 way conversation with Cross country, ***** Bank and myself and completely took care of it over the phone. i’ve repeated this call multiple times. They apologize and insist did it was fixed. This was six weeks ago. They will not stop harassing me. I am now being threatened with eviction. I’m a 69 year old disabled senior. I have a bad heart. Also in wheelchair. I have called multiple times. Probably in the 20s by this point. Since June 4. Every time I speak with them I have to start over. It’s finally gotten me physically sick. I’m now under doctors care for anxiety and depression. They still keep rejecting my payments from the bank. I have to actually call them sit on the phone for 30 to 40 minutes to get a representative which then gives me a person and they take my payment over the phone. They won’t put it on auto pay. They won’t let me pay it from my bank to them directly. They harassed me daily. I can’t take it anymore. It’s making me I'll. My blood pressure spiked off the chart today after speaking with them I nearly went to the hospital.They treat me like I’m a criminal when in reality they have been paid up completely up to this data and are intimidating me. I have proof of June payment Iof July payment And August payment.They just won’t stop.They destroyed my credit. 111 points. I'm seeking a lawyer now.
Business Response
Date: 09/03/2024

We received your concerns submitted by the Better Business Bureau (BBB) on August 6, 2024, and we
are sharing with you what we found after an investigation into your concerns.

Payment Processing – June 2024
In your correspondence you stated in June 2024, a mishap at ***** led to two payments of $1,469.34
each being deducted and processed by Cross Country Mortgage. Although one of these payments was
returned to you, the other was not, and since then, your subsequent payments have been declined by
CrossCountry Mortgage, which claims you still owe for June 2024. You state despite numerous attempts
to resolve this, including a joint call with ***** and CrossCountry Mortgage, the problem persists. This
has resulted in threats of eviction and considerable distress, impacting your health. You are now seeking
a correction in billing, an update to your credit report, and an end to the ongoing harassment and
emotional distress. We apologize for any inconvenience this may have caused.

After reviewing your account, we found that on June 6, 2024, a payment was received via electronic bill
pay through your banking institution and was applied to the June 2024 monthly contractual payment
(MCP). On June 7, 2024, you called in and informed us that a duplicate payment was unintentionally sent
in and requested a refund of the payment. The agent advised that per our records one payment was
received and posted to the account on June 6, 2024. The agent advised that bank confirmation of a clear
payment was required to refund the payment and conferenced in your banking institution for
assistance. The bank representative stated the bank record showed two payments were sent via check.
The first on June 4, 2024, and a second on June 5, 2024, and that both checks had already cleared;
therefore, a stop payment could not be placed on the tendered payments by your banking institution.
Our records show, the agent submitted a refund request for the payment posted to the account on June
6, 2024, in the amount of $1,648.34, and set the expectation that the refund would automatically be
deposited back to your bank account. It is important to note that while the banking institution confirmed
that two (2) payments were sent and cleared, there was no evidence of two (2) payments being posted
to the above-mentioned account. Additionally, the payment received on June 6, 2024, in the amount of

CrossCountry Mortgage and *** ******* are brand name for ********** ******** ***.
$1,648.34 was received by check. As such, the refund of this payment was issued by check and sent to
you via regular mail accordingly. Subsequently, funds in the amount of $1,648.34 were reversed and
removed from the account. The account remained due for June 1, 2024, in the amount of $1,648.34. It is
important to note that despite confirmation from your banking institution of two payments being made,
the account record shows one payment was received via Bill Pay through your banking institution and
posted to your account in June 2024. We apologize that your request for a refund of a duplicate payment
was not properly handled.

Please be advised Proof of payment in the form of copies of the front and back of both cashed checks
along with bank statements for the months of June 2024 and July 2024 are needed to proceed with a
missing money request to locate a second payment made in June 2024.

Payment Processing – July 2024
Our records show three (3) payments were received during the month of July 2024. The first payment
was received via the website on July 16, 2024, per the account information entered via your secure online
account. The second payment was processed over the phone with an agent on July 17, 2024, with your
authorization to use the bank account information on file from the previous payment. A third payment
was received via the website on July 22, 2024, per the account information entered via your secure online
account. Each payment in the amount of $1,469.34 was applied to the account accordingly as the June
2024, July 2024 and August 2024 MCPs. The account was next due for September 1, 2024.
Our records show in response to your payment processing inquiry, received on July 8, 2024, a letter dated
July 17, 2024, was sent to you advising that we did not find any error in your payment history, and stated
we received two (2) payments on June 6, 2024. The letter stated that one payment of $1,469.34 was
returned via check number 202821316 and as a result, the June 2024 payment was not received until July
16, 2024. It is important to note that a full review of our records concluded we received one payment
only in the amount of $1,469.34 via our payment processing system on June 6, 2024, which was refunded
and returned to you via check on July 11, 2024. We apologize that this letter provided you with incorrect
information.

A further review determined on July 20, 2024, we received notification from your banking institution that
the payment received on July 16, 2024, in the amount of $1,469.34 was returned because they were
unable to locate the account number. As a result, the funds received on July 16, 2024, were reversed and
removed from the account. and the payments received on July 17, 2024, and on July 21, 2024, were
reversed and reapplied to the June 2024 and July 2024 MCPs. The account was next due for August 1,
2024.

On July 22, 2024, we received notification from your banking institution that the payment received on
July 17, 2024, in the amount of $1,469.34 was returned because they were unable to locate the account.
As a result, the funds received on July 17, 2024, were reversed and removed from the account and the
payment received on July 21, 2024, was reversed and reapplied to the June 2024 MCP. The account
remained due for July 1, 2024.

A full review of the payments received during the month of July 2024, determined that the payments
received on July 16, 2024, and July 17, 2024, were both processed using an incorrect bank account
number that included an extra digit that was initially entered via the website on July 16, 2024, and
therefore were returned. The payment received on July 22, 2024, was processed using the correct bank
account number, which was entered via the website on July 21, 2024, and was processed successfully.

CrossCountry Mortgage and *** ******* are brand name for ********** ******** ***.
On August 5, 2024, you called in to make a payment over the phone with an agent and provided updated
bank account information to process the payment. Funds in the amount of $1,469.34 were posted the
same day and applied to the July 2024 MCP. The account was next due for August 1, 2024.
Our records show correspondence was sent to you dated July 2, 2024, and July 10, 2024, in an effort to
contact you to advise that our records indicated that your payments were being sent to an outdated Bill
Pay online banking payment address, to resolve the delinquency of the account and/or to offer
assistance in the event you were having financial difficulty. It is important to note that if a delinquency is
not cured, the servicer may begin foreclosure proceedings; however, there is no evidence that the abovementioned account was referred to foreclosure. To date the account remains due for August 1, 2024,
payment in the amount of $1,469.34.

On August 27, 2024, and on August 28, 2024, a Customer Relations agent called you to offer further with
your payment processing concerns. However, our call attempts were unsuccessful due to an answering
machine being reached. Therefore, voicemail messages were left with a request to Call CrossCountry
Mortgage.
Credit Reporting

Please be advised that under section 15 U.S.C. 1681s-2(a) (1) of the Fair Credit Reporting Act (FCRA),
********** is required to report complete and accurate information to all credit bureaus. If the current
full contractual monthly payment is not received by the last date of the current month, the credit report
will be updated to reflect the account as past due. However, the account is considered past due with
********** if the payment is not received by the 16th of the month, and late fees may be assessed.
The payment history appears to be reported accurately to the main credit repositories. If you have
documentation that substantiates that any of the information reported by us on the credit report is
incorrect, please provide the detailed information for review. Please include a copy of your credit report
indicating the specific months you feel were reported in error. Please also include bank statements to
show proof of payments submitted for the months you feel were reported in error. You may submit your
documents and request to **************************************. Please include the loan number
with your request.
Initial Complaint
Date:07/23/2024
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.
In a home purchase process, I was referred to loan officer ****** **** by her friend which was the listing agent. From start to finish ****** consistently ensured that she could close the loan. During the process ****** began to have personal issues with her dependent mother falling ill. Concurrently, I received a conditional approval that required more detailed information. ****** began to get less responsive, thus delaying the underwriting process. As the loan became more complex, I told ****** that I thought it was best I withdraw to protect my earnest money. She consistently stated that the loan would close and stated via text message to stay the course it was almost completed. As the finance contingency date approached, ****** was unresponsive to myself and my agent often sending brief messages that we just have to let the underwriter complete the process. Repeatedly she ensured that the loan would close. I also informed her multiple times that I wanted to have a decision prior to my two-week international travel. She assured that the loan would close by June 18th. Ultimately, the loan was declined. I received the information from my agent who received an email from the listing agent. I was never notified of the loan declination in writing. After hearing the decision from my agent, I followed up with ******. ****** sent me a text message stating that the loan still needed work and be patient. I told her the listing agent sent an email stating it was declined. Her reply her mother was in the hospital, so she has been a blur the past few days. To date I have not received written notice.

I have requested that CrossCountry refund the $3500 earnest money deposit because they did not give me adequate and correct information. The agent dealing with personal issues and championing herself as "the lending Queen who can close anything" led to poor decisions and lack of transparency concerning the state of the loan which caused me to lose my earnest money.
Business Response
Date: 09/23/2024
Dear ******** * **********:

This letter is in response to your complaint filed with the Better Business Bureau
(BBB) on July 23, 2024, and directed to CrossCountry Mortgage, LLC (CrossCountry).
I have been asked to respond to your concerns, and I appreciate the opportunity to
do so.

We take all complaints seriously and appreciate all the information you have
provided. We thank you for allowing us the opportunity to investigate this matter
further, as we pride ourselves on maintaining professionalism and being transparent
with our customers. We value all our customers and hope to assist them in achieving
the goal of owning a new home or refinancing a current home while adhering to
federal guidelines.

Obtaining a pre-approval is typically the first step in one’s journey of obtaining a
mortgage loan; however, please be aware that a mortgage loan can be denied after
further review of one’s credit and income profile, along with further review upon the
receipt of additional information received during the loan review process. Final
approval is subject to the underwriter’s review and approval involving a more detailed
and thorough evaluation of one’s financial profile.

Our records indicate that we issued the initial loan disclosures, including but not
limited to, the initial Loan Estimate and Acknowledgement of Intent to Proceed on
June 4, 2024. The documentation was viewed and executed by you that same day.

On or around June 5, 2024, we received a copy of the completed appraisal report
transferred from your prior lender’s, **** ******* ****** *****, loan review, for
subject property **** ******* ******* ****** ******** ******* *****. That same day,
the file forwarded to the Underwriter for their initial review.

During the loan process, there are periods when a Loan Officer will not be able to
provide a status update, due to another department being in the process of reviewing
the loan. Once that review is completed, that department will then inform the Loan
Officer. This may take up to or around 48 hours to allow the other department their
allotted time to complete a review. For example, when a file is sent to the
Underwriter, the Underwriter will complete their own review and typically, does not
contact the Loan Officer until it is either completed or if more information is needed.
If more information is needed, it may result in a resubmission for review with that
department upon receipt of that information.

Upon reviewing the file, on June 7, 2024, the Underwriter provided conditions
required to be cleared in order to move forward with the loan review. On June 10,
2024, we issued the preliminary Closing Disclosure (CD) and the Notice of Change
Circumstances Reasons, disclosing updates made to settlement charges. This
documentation was viewed and executed by you that same day. Upon receiving
additional information, on June 12, 2024, the Underwriter provided updated
conditions required to be cleared in order to move forward with the loan review.
Upon receiving further information and/or documentation in an attempt to clear the
conditions, the documentation provided revealed additional conditions that required
further investigation. This is a standard part of the underwriting process, as each
piece of information may lead to new requirements. Unfortunately, during the deeper
review and additional information, it was discovered that you no longer met the
qualifications for the mortgage loan. Additionally, we discovered that you had a Small
Business Administration (SBA) loan under a hardship repayment plan, which was not
disclosed prior. Furthermore, there were delinquencies associated with that loan.
On June 26, 2024, we issued the Statement of Credit Denial, Termination, or Change
notice disclosing the denial of the mortgage application with CrossCountry because
of delinquent past or present credit obligations with others, insufficient assets, and
CrossCountry not granting credit to any applicant on the terms and conditions you
have requested. We have enclosed a copy of this notice for your reference.
We understand a mortgage loan review may be lengthy and/or demanding and assure
you that we are committed to working with our borrowers who seek a mortgage loan.
Please understand that our ability to help is dependent on the information that is
provided to us for evaluation. Any updates, requests for additional documentation,
and/or clarification required during the loan review were due to the receipt of
additional documentation and presented to you in a timely manner. Please know that
we are required to obtain certain documentation and updated documentation in order
to remain within federal guidelines.

Regarding your request for reimbursement of your earnest money, please know that
CrossCountry holds no responsibility for a purchase contract, as that agreement is
made with you, your agent, the seller, and the listing agent for the subject property.
Information and/or deadlines set forth by a purchase contract are not binding to
CrossCountry, as we are required to adhere to federal guidelines when providing a
mortgage loan. As such, we are unable to honor your request for reimbursement of
your earnest money.

Customer service is of the utmost importance, and we sincerely regret that you feel
your personal experience may have fallen short. We view your feedback as an
opportunity to evaluate and improve the service we provide to all customers. Our
representatives are trained not only to be knowledgeable, but also courteous,
transparent, and responsive. As you expressed dissatisfaction with our Loan Officer,
******* ****, we intend to continue monitoring Ms. ****’s interactions with our
customers to ensure we display the utmost customer service. Additionally, we
provided counseling to Ms. **** regarding communication expectations. Please
accept our apologies for any inconvenience you may have experienced. Your
comments have been forwarded to the appropriate department. Our goal is to provide
you with the customer service you expect in the future.

While we realize our prior service may not have aligned with your expectations, we
hope that this additional clarification will help ease any reservations you may have
about CrossCountry. Should you have any further questions or concerns regarding
this matter, please feel free to contact our Legal Department’s Customer Relations
Team at ************, Monday through Friday from 8:00 a.m. until 5:00 p.m.,
Eastern Standard Time (EST), or by mail at **** ******** ******* ********** ****
*****. You may also contact us via email at *********************.

Best regards,

Lauren ****
Customer Relations Manager

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