Complaints
This profile includes complaints for CrossCountry Mortgage, LLC.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 298 total complaints in the last 3 years.
- 90 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Please remove state property taxes from mortgage payments. I have submitted all requested documents and this company AGAIN refuses to remove state property taxes from my mortgage payments. As we have discussed before I am 100% tax exempt from state property taxes.
Loan # **********
Business Response
Date: 08/27/2024
Dear **** *. ******:
We received your concerns you submitted to the Better Business Bureau (BBB) on July 17, 2024, and we are sharing with you what we found after an investigation into your concerns. Property Taxes In your correspondence you request to have the property taxes removed from your escrow account. You state you submitted the documentation that was needed, and CrossCountry Mortgage refuses to remove the property taxes. You stated you are 100% exempt from taxes, and provided your loan number. After reviewing your account, we found that on March 26, 2024, Ms. ***** ****** called CrossCountry Mortgage and asked that the property taxes be removed. The representative submitted a request to have the property taxes removed. On April 4, 2024, the Research Department determined that the property taxes could not be removed from your account due to the Loan-to-Value Ratio being above the 80% requirement. On July 15, 2024, you called CrossCountry Mortgage and advised you were exempt from property taxes and requested your escrow account be updated. The representative submitted an inquiry to the Tax Department. On July 17, 2024, the Tax Department confirmed that you had a 100% veteran exemption and updated your escrow account to reflect the exemption. At that time a request was submitted to have an Escrow Analysis completed. On July 22, 2024, an out-of-cycle escrow analysis was completed with the payment changes taking effect on August 1, 2024. The analysis determined that the property taxes were $0.00, the homeowner’s insurance premium $4,062.00, and private mortgage insurance premium $1,442.52 totaling the disbursements to $5,504.52. The total disbursements were divided by 12 months and the base escrow portion was calculated to be $458.71. The analysis determined that your escrow account would have a shortage of $320.55 and the shortage was spread over 12 months to ensure enough escrow funds are collected. As such $26.71 was added to your monthly payment. The monthly payment was calculated as follows: principal and interest $3,319.10, base escrow $458.71, shortage spread $26.71 totaling the monthly payment to $3,804.52.
You have the option to pay the shortage of $320.55 in full and the monthly
payment will decrease to $3,777.81. Please allow 3 to 5 business days for an escrow statement to be
generated and mailed to you. Additionally, please allow 48 hours for the online account to update and
reflect the new monthly payment of $3,804.52.
Please keep in mind that the escrow portion of your payment is designed to pay anticipated tax bills and
premiums for homeowner's insurance. The monthly payment for escrow is based on the most recent
information regarding your property taxes provided by the taxing authority and upon the homeowners
insurance annual premium. The reserve requirement is an additional amount that eliminates the
possibility of a deficit in your escrow account and is allowable by Section 3 of your Note and can equal
up to 16.60% of the total amount being collected for the escrowed items. If there is a shortage in your
escrow account, payments to recover the deficit are spread across twelve equal payments.At this time the loan is due for the August 2024 monthly payment of $3,804.52. Our records indicate that
your Automated Clearing House (ACH) monthly payment will draft on August 1, 2024.. We appreciate the
opportunity to clarify this matter.If you have any questions, please contact our Customer Service Department at ************ or via mail
at Lake Vista 4, 800 State Highway 121 Bypass, Lewisville, TX 75067. Our hours of operation are Monday
through Friday from 7 a.m. to 8 p.m. (CT). Visit us on the web at **************************** for
more information.I hope this information is helpful and addresses your concerns. If you have any specific questions about
the information I have provided, please contact me directly, using the information below.Initial Complaint
Date:07/05/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My husband and I and our 4 month old daughter at the time went to the *** ********* location to purchase a mobile to put on our land (there is an existing manufactured home on the property which is my mother in laws house.) we started this process in August of 2023 there was some bumps in the road with signing the land over to us… fair. We closed on our loan with ***** on 12/29/23. ***** was bought out by CCM. Found out in 2024 ******* did not do their due diligence with our county and our county found that subdividing the land was not allowed. Instead of ******* handling anything I had to take time off work and meet with our commissioner and the development department. They said it would take 12 months just to decide if they can provide water because of the way our loan was set up. (Why didn’t ******* figure any of this out before closing.) Our sales person moved to a different location and the lender told us if we don’t figure it out they will foreclose on our land. The lender then gets bought by Cross Country Mortgage and our lender said he spoke with his EVP who went before a committee and asked to give us the exception to fund a loan with two manufactured houses on the property and we were told this was a GO. Come June of 2024 our lender says we were closing at the end of the month and told our contractor to go ahead and take our place out of line for the 12 month study. He calls us 07/03/2024 saying we they can’t do a loan with two manufactured homes and that we will have to do the 12 month study, do a modular and MAYBE CCM will fund that, or forclose. Called ******* to ask for the mechanics lien to be removed and to be done with this whole mess and run around. Our lender says we owe $18k and that he hasn’t been paid. Paid for what? There’s nothing to show for it. ******* should’ve done their due diligence and the lender should’ve checked to make sure everything was done correctly. And now no one can answer their phone and A YEAR LATER WE STILL HAVE NO HOME!Business Response
Date: 09/03/2024
Dear ******* ****** ***** and ***** ****** ***** ***:
This letter is in response to your complaint filed with the Better Business Bureau
(BBB) on July 5, 2024, and directed to CrossCountry Mortgage, LLC (CrossCountry)
July 8, 2024. This letter is also in response to your letter to our Chief Executive Officer
(CEO), ****** ********* **, and directed to our Legal Department’s Customer
Relations Team on July 8, 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 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.
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 attempted to review you for a mortgage loan with
CrossCountry, beginning around May 8, 2024. After further review, it was found that
CrossCountry was unable to offer a loan program that fell within our guidelines that
aligned with your request. Therefore, we offered alternative solutions in order to
move forward. However, on or around July 20, 2024, we received your request to
withdraw your loan application with CrossCountry.
Regarding your concerns related to the review that took place with *****, please
be aware that CrossCountry and ***** are separate entities. While CrossCountry
acquired ***** around January 2024, CrossCountry did not purchase *****
mortgages, nor does CrossCountry have an interest in the same.
As your mortgage loan closed with ***** around December 29, 2023, per the
information you provided with the complaint, the review for that loan was not with
CrossCountry. Therefore, we are unable to speak on their behalf regarding your loan
that you stated closed with *****.
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. Please accept our apologies for any miscommunication
you may have received. Your comments have been forwarded to the appropriate
department. Our goal is to provide you with the customer service you expect in the
future.
We hope this response provides you with the clarification you were seeking regarding
your concerns. Should you have any further questions or concerns regarding this
matter, please feel free to contact our Customer Relations Team at ************,
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,
****** ****
Customer Relations ManagerInitial Complaint
Date:06/29/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Cross country switched service providers with immediate effect back in February requiring all customers to send payments to a new address. My bank's bill pay has a relationship with Cross Country and they send payment via ACH. I was told that Cross Country works with the 3rd party bill pay service to make the changes. It turns out that all bank customers payments were being denied and that late fees were tacked on to all these people's bills. There was no notification that payments were being denied. Cross Country specifically made a change with no planning and maximum effect to get service/late fees. Customer service is also now non-existent. New website shows none of my payment history because that is the old service provider. I can't see or pay my current bill on the website until last month's bill actually clears. (not just paid). This is a clear case that Cross Country is in for the junk fees. I have notified my Senator, Elizabeth Warren, and the CFPB about their practices.Business Response
Date: 07/23/2024
Dear ******** ****** and **** ******:
We received your correspondence on July 2, 2024, through the Consumer Financial
Protection Bureau (CFPB) and Better Business Bureau (BBB), and we are sharing with you
what we found after an investigation into your concerns.
Payments
Pursuant to the letter dated January 17, 2024, that was previously sent to you, the servicing of
your mortgage loan was transferred from Dovenmuehle Mortgage Inc., who was subservicing
the loan under a contractual agreement with CrossCountry Mortgage, LLC, to CrossCountry
Mortgage, LLC as of February 1, 2024. The enclosed letter dated February 9, 2024 that was also
previously sent to you with information that under federal law, during the 60-day period
following the effective date of the transfer of the loan servicing, a loan payment received by the
prior servicer on or before its due date may not be treated by the new servicer as late and a late
fee may not be imposed on you. Please note that at the time of the loan serving transfer, the
account was contractually due for the March 1, 2024 mortgage payment.
The above referenced letter also provided you with information that if you use automatic
billpay through your bank, the payee information would need to be updated to:
CrossCountry Mortgage
P.O. Box 650783
Dallas, TX 75265
CrossCountry Mortgage and *** ******* are brand name for ********** ******** ***.
It was also advised that you update the account number to your new CrossCountry Mortgage
loan number that is used in your billpay program. The letter provided you with our payment
options, that included registering online at ************************************** to
make one-time online payments or set up recurring monthly drafts with autopay, by mail to
CrossCountry Mortgage, PO Box 650783, Dallas, TX 75265-0783, and by phone at ************,
using our automated system.
During the first 60 days after the transfer date, the previous servicer forwarded any payments
they received to us, and you were advised that we would apply the payment(s) to your loan.
Please see how the funds that we received were applied to your loan.
• Funds in the amount of $3,630.50 were received on February 23, 2024, and were applied
toward the March 1, 2024 monthly payment.
• Funds in the amount of $3,630.50 were received on March 22, 2024, and were applied
toward the April 1, 2024 monthly payment.
• Funds in the amount of $3,637.84 were received on April 23, 2024, and were applied
toward the May 1, 2024 monthly payment.
Due to the June 1, 2024 monthly payment not being received within the timeframe allowed,
the account was assessed a late fee in the amount of $82.02 on June 18, 2024. However, the late
fee was reversed on June 28, 2024. On the same day, ******** ****** spoke with a
CrossCountry Mortgage agent regarding billpay concerns. The agent advised Mr. ****** that
we were not in receipt of the June 1, 2024 monthly payment at that time, and that no payments
had been reversed from the account. The agent also provided Mr. ****** with information
regarding how to log onto our website and make a payment. Our records show that we
received funds in the amount of $3,637.84 on the same day. These funds were submitted
through our website and applied toward the June 1, 2024 monthly payment. Additionally, funds
in the amount of $3,772.57 were received on July 3, 2024, electronically through your bank’s
billpay program.
Please note that your online account makes it easy to make one-time online payments, view
your current balance, payments due, escrow information, or account documents. The date the
Mortgage Loan Statements are generated will vary depending on the date the existing
mortgage payment is received. Mortgage Loan Statements are typically generated within the
first 4 business days of the month if the current payment has been received before the first day
of the month. We have enclosed the prior servicer loan history for your reference.
Please be assured your trust and business are very important to us and your positive experience
is our priority. While we realize our service may not align with your expectations, it is our hope
that this additional clarification will help ease any reservations you may have about
CrossCountry Mortgage. Upon receipt of this correspondence, the above-mentioned loan and
related documents were reviewed and found to comply with all state and federal guidelines
that regulate them. As such, the above-mentioned loan account will continue to be serviced
CrossCountry Mortgage and *** ******* are brand name for ********** ******** ***.
appropriate to its status. As of the date of this letter, the account is due for the August 1, 2024
monthly payment, and does not currently have a late fee balance or any other fees due as
stated in your correspondence.
If you have any questions, please contact our Customer Service Department at ************ or
via mail at Lake Vista 4, 800 State Highway 121 Bypass, Lewisville, TX 75067. Our hours of
operation are Monday through Friday from 7 a.m. to 8 p.m. (CT). Visit us on the web at
************************************** 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,
John *****
Customer Relations Specialist
CrossCountry Mortgage, LLCInitial Complaint
Date:06/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was in the process of buying a home. Cross Country Mortgage was the preferred lender. I was told that I absolutely would be approved.
One week before closing, the underwriter denied my loan. Now I am out $5k and the new home that I waited on for 4 months. I want a refund or for my loan to be approved as I was told. My loan officer is a Regional President. She is a very good LO. I am confused as to why she was so confident and the UW denied my loan so quickly. I think it is due to my age of 67. I am so disappointed with Cross Country.Business Response
Date: 08/26/2024
Dear ***** **** ********:
This letter is in response to your complaint filed with the Consumer Financial
Protection Bureau (CFPB) on June 25, 2024, and directed to CrossCountry Mortgage,
LLC (CrossCountry). This letter is also in response to your complaint filed with the
Better Business Bureau (BBB) on June 26, 2024, and directed to CrossCountry on
June 27, 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 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.
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.
According to our records, we believe this matter has been resolved, as you had
reached out to us on August 13, 2024, informing us that you withdrew your CFPB
complaint.
Upon reviewing your interactions with CrossCountry, our records indicate that we
initially began reviewing you for a mortgage loan around December 27, 2023, that
was intended for *** ******** ****** ********* ****** *****. This loan review
was ultimately withdrawn from further review, and we received the Unilateral Notice
to Terminate Purchase and Sale Agreement and Proposed Disbursement of Earnest
Money executed by you on January 19, 2024.
We then began reviewing you for two different loan programs for a mortgage loan
intended for *** ******** ****** ********* ****** *****, in an attempt to provide
alternative options and required additional information and/or suggestions in order
to continue with the mortgage loan review. The loan reviews were ultimately
withdrawn from further review around March 1, 2024, and July 24, 2024,
respectively.
At this time, we are reviewing you for a mortgage loan for subject property ** *******
**** ***** *** ************* ******* *****. Per our records, the conventional
mortgage loan is scheduled to close on August 26, 2024, with a requested loan
amount of $311,200.00 and an interest rate of 6.000%. Additionally, as discussed,
we our providing a lender credit of $2,025.00 towards the closing costs upon closing
of the loan.
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.
We understand a mortgage loan review may be lengthy and would 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.
After further investigation, it was found that CrossCountry properly handled the
review of your mortgage loan applications in accordance with all relevant guidelines
and procedures. Additionally, we want to assure you that your applications were
treated with the utmost integrity and in accordance with our commitment to diversity
and equal opportunity, in alignment with fair lending practices.
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. 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 thank you for choosing CrossCountry and 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
*********************.Initial Complaint
Date:06/24/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company reported me late 120 days late even though I haven't approved agreement ** ***** has been personally involved since March of 2023 when they first reported me 30 days late on accident and then sent me two letters apologizing saying it should have never happened because I was in this so-called program all I know is I was supposed to be having six payments put to the end of my loan I was never late on a payment I've never been late my credit was perfect until they reported me under 20 days late when I had an approved forbearance agreement and then when I called them to fix that problem after they fixed the first problem they treated me poorly started giving me a bunch of excuses and then ** made up some false accusations that I threatened his company which I never did they're actually threatening me and destroying my life and then just cut me in my family off and stop helping us in any way while our lives fall apart and our credit is destroyed and we can't get any money from our house because the way they have everything and he will do nothing about the problem but threaten my family more. They have rearranged my payment history to make it look like I'm currently 6 months late after I've made my payments and are trying to force money out of me I've already paid which is extortion and they're committing fraud in so many different ways and I've been lied to by every single employee and have everything documentedBusiness Response
Date: 08/12/2024
Dear ******** ****** ******** ** and **** ********:
This letter is in response to your complaint that was filed with the Better Business
Bureau (BBB) on June 24, 2024, and directed to CrossCountry Mortgage, LLC
(CrossCountry) on June 25, 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 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.
I understand that there may be some confusion regarding the role and responsibilities
of a Loan Officer in the mortgage loan process, and I appreciate the opportunity to
clarify this for you.
A Loan Officer plays a crucial role in the origination of a mortgage loan. They assist
borrowers in applying for a loan, gathering the necessary documentation, and guiding
them through the approval process. The primary responsibilities of a Loan Officer
include but not limited to:
• Explaining different loan options to the borrower
• Helping the borrower complete the loan application
• Collecting and verifying financial information and documentation
• Working with the borrower to ensure all requirements are met for loan approval
• Facilitating communication between the borrower and the lender during the
origination process
It is important to note that a Loan Officer's involvement is primarily during the
origination phase of the loan. Once the loan has been approved and closed, the file
CrossCountry Mortgage, LLC
2160 Superior Avenue
Cleveland, OH 44114
********
is transferred to a loan servicer. The loan servicer is responsible for managing the
day-to-day operations of the loan, including:
• Collecting monthly mortgage payments
• Managing escrow accounts for property taxes and insurance
• Handling customer service inquiries related to the loan
• Processing any changes to the loan terms or payment schedules
As such, the Loan Officer does not have any control or involvement in the servicing
of the mortgage loan once it has been originated and closed. Any issues or concerns
you have regarding the servicing of your loan should be directed to your loan servicer,
who is best equipped to assist you.
I hope this clarifies the distinction between the roles of a Loan Officer and a loan
servicer.
Upon receipt of this correspondence, your loan and related documents were reviewed
and found to comply with all state and federal guidelines that regulate them. As such,
your loan account will continue to be serviced appropriate to its status. Additionally,
your concerns were previously addressed on February 23, 2024, and May 16, 2024.
For your reference, we have enclosed these letters with this correspondence.
Moreover, our review of your loan revealed no evidence of fraud.
Please note that under the Real Estate Settlement Procedures Act (RESPA) and
Regulation X, we are not required to respond to requests for information that are
duplicative and substantially the same as previous requests. Because you seek
information substantially similar to information previously requested, for which we
provided a response, we are not required to respond to duplicative information
requests.
At this time, our stance remains the same as explained in our previous responses.
CrossCountry handled the servicing of your loan appropriately and has upheld all
obligations set forth by federal law. Your account is reflecting the next payment due
as November 1, 2023.
We understand a loss mitigation review may be lengthy and would like to assure you
that we are committed to working with our borrowers who seek assistance. Please
understand that our ability to help is dependent on the information that is provided
to us for evaluation. For further assistance and/or information regarding options for
loss mitigation assistance, please continue to contact our servicing center’s Customer
Service Department at ************.
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 responsive, transparent, and professional. Please
know that your comments have been forwarded to the appropriate department. Our
goal is to provide you with the customer service you expect in the future.
CrossCountry Mortgage, LLC
2160 Superior Avenue
Cleveland, OH 44114
********
For further information regarding the servicing of your loan prior to February 1, 2024,
please contact the Servicing Center’s Customer Service Department at ************
using your former loan number. For further information regarding the servicing of
your loan after February 1, 2024, please contact the Servicing Center’s Customer
Service Department at ************ using your current loan number. For further
information regarding complaints, please contact our Legal Department’s Customer
Relations Team at ************ or by mail at 2160 Superior Avenue, Cleveland,
Ohio 44114. You may also contact us via email at *********************.
Best regards,
Lauren ****
Customer Relations ManagerInitial Complaint
Date:06/07/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
CrossCountry Mortgage has sold the loan to another lender. This has happened once before and it has caused me great stress the last time this happened about a year or two ago it took me two or three months to get it fixed. I called multiple times and spoke with multiple agents to no avail, my credit was downgraded due to their irresponsibility. I got that fixed after hiring a lawyer and sending them a letter. It seems that this is happening again every time I call to get the problem fixed and to make my timely payment like I have been doing all my life , I keep getting “customer Service reps” who don’t care about you wanna talk over you are inconsiderate and unprofessional. All I wanna do is make my monthly and timely payments. Due to that irresponsibility and unprofessionalism this is a problem that cost me and it doesn’t cost them.Business Response
Date: 07/01/2024
We received your letter on June 11, 2024, and we are sharing with you what we found after an
investigation into your concerns.
Making Payments
In your concerns, you explain that CrossCountry Mortgage has sold your loan to another lender, an issue
that previously caused significant stress and financial complications for you. You recount that the last
time this occurred, it took several months and multiple communications with various agents to resolve
the matter, during which your credit score suffered. Despite rectifying that situation through legal
assistance, you are now facing similar challenges. You express frustration over the lack of concern and
professionalism from customer service representatives, emphasizing that all you wish to do is make your
payments on time as you have always done.
After reviewing the loan, it was determined that your loan was transferred to CrossCountry Mortgage,
LLC from *********** Mortgage on February 1, 2024. You successfully made the monthly payments
on February 10, 2024, March 4, 2024, and April 1, 2024 on the website,
***************************************
On April 30, 2024, you called to get assistance with the website; however, you ended up making the
payment over the phone for the May 2024 Monthly Contractual Payment.
As per your request, a Team Lead attempted to contact you on June 21, 2024; however, the attempt was
unsuccessful. You called on June 24, 2024, and the agent was able to assist you in logging into your
online account on the correct website to make the monthly payment. The agent submitted a request
for the late fee in the amount of $28.58, and the late fee was waived on June 25, 2024 as a customer
courtesy.
We apologize for the inconvenience and stress this situation may have caused. Please know that
CrossCountry is sympathetic to your situation and trust that we have addressed your concerns.
RESPA RESPONSE TO NOTICE OF ERROR
Under applicable federal law, we are required to inform you that after completing a
reasonable investigation into the issues described above, it has been determined that no
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.Initial Complaint
Date:04/29/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I started a loan process with ***** ***** on 04/07/2024 to purchase a home located at . After pre-approval and signing a purchase agreement, a Loan Estimate was provided with 6.99% interest rate on 04/15/2024. Although multiple attempts have been made to reach the loan officer/team via texts and phone calls, the loan officer/team were not reachable. I was able to find out from my real estate agent, ******* *****, that ***** and ***** ***** have been fired due to illegal activities conducted at a formal employer, ** *******, from 2018 to 2023. ******* was able to get ****** ****** from CrossCountry to get the loan processing moving as the closing date is just around the corner. I spoke to ****** on 04/26/2024 where he explained that my case is currently being handled by the legal team and a processor will be assigned to give a ring on 04/29/2024 to handle my case. I logged into the CrossCountry on 04/29/2024 and found out that the newly assigned case manager is ******* (****) *****. I have called him twice, left him voicemails and also sent him an email to highlight the urgency, however, no calls or emails have been answered. I have not been able to lock in any rates as ***** has been fired and **** is not reachable. I have NOT been notified of *****’ termination or reassignment of my case to **** by CrossCountry. The Company has not acted in good faith to protect the best interest of its customer and I am being unfairly penalized by not being able to lock in my rates in a timely manner. I would like these conditions be honored by CrossCountry as the Company is responsible for the actions/promises of its employees, whether terminated or not: 1) Rates locked in at 6.99% as it appears on my loan estimate, 2) unlimited free refinancing (no cost to customer and not added to the loan amount) as promised by ***** and 3) PMI reduced to approximately $180 as quoted by *****. More details are available in the attached letter.Business Response
Date: 06/28/2024
This letter is in response to your complaint that was filed with the Better Business
Bureau (BBB) on April 29, 2024, and directed to CrossCountry Mortgage, LLC
(CrossCountry) on April 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 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 the first step in one’s journey of obtaining a mortgage
loan; however, please be aware that even with a pre-approval, 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 a pre-approval letter on April 7, 2024. Upon
receiving a completed loan application, per the Truth in Lending Act and Real Estate
Settlement Procedures Act (TILA-RESPA) Integrated Mortgage Disclosure Rule
(TRID), 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 April 15, 2024. The documents were viewed and executed by you that same day.
The initial LE disclosed that the interest rate of 6.990% was not locked, the requested
loan amount was $1,026,000.00, and the Private Mortgage Insurance (PMI) payment
was estimated at $257.00 per month. Additionally, on April 15, 2024, we sent an
email for additional information. On April 16, 2024, we ordered the appraisal report.
The inspection of the subject property was completed on April 19, 2024, and the
appraisal report was completed on April 24, 2024. As we did not receive the prior
requested additional information, we sent an email requesting the additional
information again on April 18, and 19, 2024. Our records further reflect that we
reached out via email on April 24, and 25, 2024, regarding updates needed on a loan
document. Our records do not reflect receiving a request to lock your interest rate at
that time.
However, due to unforeseen circumstances, your loan file was transferred to a new
Loan Officer, around that time. Our records indicate that you were able to correspond
with the new Loan Officer on May 2, 2024. After further discussion with you and after
further reviewing the loan file, we issued revised loan documentation including but
not limited to a revised LE on May 3, 2024. The revised LE disclosed the interest rate
of 7.490% as locked, the requested loan amount of $1,026,000.00, and the PMI
payment estimated at $257.00 per month.
Regarding your request to provide an interest rate locked at 6.990%, please
understand that there are many factors when determining an interest rate for a
mortgage loan, such as the current market rate at that time, the applicant’s credit
score, location of the property, loan amount, down payment amount, loan term,
interest rate type, and loan type per the Consumer Financial Protection Bureau
(CFPB), and we cannot control the movement in the interest rate market.
On May 8, 2024, you contacted CrossCountry via email requesting to withdraw your
loan application, as you were not satisfied with the terms presented. As such, your
loan application was withdrawn from further review with CrossCountry.
Regarding the opportunity to refinance with CrossCountry, please know that our
records do not reflect an origination of a mortgage loan was completed with you and
CrossCountry, an attempt to refinance with CrossCountry was made by you, nor do
we show records of being denied refinancing with CrossCountry. It is unclear as to
what unlimited free refinancing you are referring to in your complaint; however, after
six months from the origination of a mortgage loan with CrossCountry without any
delinquencies, and depending on the programs being offered at that time, we may
offer our existing customers an opportunity to refinance without the charge of the
origination fees, such as the processing and underwriting fees and/or application fees.
Depending on the interest rates available at that time, along with any other financial
information, the opportunity to refinance may not be in the customer’s best interest
compared to the current loan terms.
Regarding the request for a reduction with the PMI, as you stated was quoted by the
former Loan Officer, please understand that all figures and/or estimates presented
prior to the closing documentation and/or disclosed on the LEs are not final figures
and may be subject to change.
As the loan application was withdrawn, CrossCountry was unable to complete the
evaluation for approval or denial of a mortgage loan with CrossCountry.
We understand a mortgage loan review may be lengthy and would like to 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.
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. Your
comments and experience with CrossCountry have been forwarded to the appropriate
department. Please accept our apologies for any inconvenience you may have
experienced due to the transition to a new Loan Officer. We view your feedback as
an opportunity to evaluate and improve the service we provide to all customers. As
a goodwill gesture, we have approved your request sent via email on May 8, 2024,
for a refund/reimbursement for the cost of the appraisal of $645.00. We understand
that your request was for $750.00; however, our records reflect that you were
already refunded $105.00 on May 20, 2024, resulting in the remaining balance of
$645.00.
At this time, we are in the process of working with our Accounting Department to
generate a reimbursement/refund of $645.00. Please allow five to seven business
days for receipt of this check.
If you are still interested in pursuing a mortgage loan with CrossCountry, please feel
free to contact us utilizing the contact information below or by contacting our
headquarters at 877.351.3400, and we can connect you with one of our senior loan
officers for further assistance.
While we realize our prior service may not align 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 *********************Initial Complaint
Date:04/28/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was working with a loan officer at CCM to close my house since 19th of April in *** ****** (Loan # 41502403228500), official date of closing was 26th April.
I had conditional approval and was in the last stage to get clearance to close the house. Our closing was delayed 2 times and we still not have been able to close the house. Since 23rd of April, I stopped receiving updates from my Loan Officer. My closing team/lawyer/realtor none of them can get in contact with anyone at CCM to understand why we have not been able to close yet.
On 24th April, my case was assigned to another loan office who said would help me, but by evening that very day he said he was no longer working with CCM. Since then I have had no contact from CCM. I have tried calling their HQ, multiple loan officers, all of whom tell me that I should hear from someone in 1 business day, but I still have not received any calls after 3 business days. Now every time I call them they keep saying don't have any updates for you and someone will call me back.
I am currently running out of days on my contract to close the house I want to buy and I have no communication from CCM to help me understand what is going on. Apart from this, my homeowner insurance also now is active since 26th April and I had to pay for it (This is for a house I don't even own yet), I had emailed and asked them if I should delay the insurance start date and all I heard back was "We will update you."
Buying a new home is a very stressful time and the least they can do is keep the customer updated on what is going on with their application. Changing loan officers during closing, firing loan officers and not updating clients about their application is not how any company should do business. I am set to lose my dream house and substantial money if CCM cannot close the mortgage and my contract falls out.Business Response
Date: 06/27/2024
This letter is in response to your complaint that was filed with the Better Business
Bureau (BBB) on April 28, 2024, and directed to CrossCountry Mortgage, LLC
(CrossCountry) on April 29, 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 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.
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 were continuously in communication with you during
your mortgage loan review with CrossCountry from the inception of your loan
application with the initial loan documentation issued on March 26, 2024, until April
22, 2024.
Per our records, the last documentation generated was the preliminary Closing
Disclosure (CD) on April 17, 2024, which disclosed the projected closing date as April
26, 2024. This documentation was viewed and executed by you that same day.
On April 22, 2024, we corresponded until around 8:50 p.m. and received additional
documentation from you to further review and submit to our Underwriting
Department. Our records further indicate that you attempted to contact us on
Tuesday, April 23, 2024, regarding the status of the loan review and were not
contacted back until Thursday, April 25, 2024. You were notified on April 25 and 26,
2024, that the Underwriting Department reviewed the documentation submitted and
did not provide the clear to close yet; however, did require additional information
that we were working on and would contact you as soon as we had an update.
Please know that 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 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. We are required to obtain
certain documentation and updated documentation in order to remain within federal
guidelines.
After further review, your file was assigned to a new Loan Officer who further
corresponded with you and provided a list on Tuesday, April 30, 2024, detailing why
the documentation submitted prior was deemed insufficient and what was still
required at that time in order to move forward with the loan review. However, on
May 1, 2024, you expressed that due to the prior lack of communication and not
honoring the projected closing date of April 26, 2024, which was provided by the
former Loan Officer, you were withdrawing your loan application with CrossCountry.
As such, your loan application was withdrawn from further review for a mortgage
loan with CrossCountry.
We understand a mortgage loan review may be lengthy and would like to 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.
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. Your
comments and experience with CrossCountry have been forwarded to the appropriate
department. Please accept our apologies for any inconvenience you may have
experienced due to the lack of communication associated with the transition to a new
Loan Officer.
We view your feedback as an opportunity to evaluate and improve the service we
provide to all customers. Our goal is to provide you with the customer service you
expect.
If you are still interested in pursuing a mortgage loan with CrossCountry, please feel
free to contact us utilizing the contact information below or by contacting our
headquarters at 877.351.3400, and we can connect you with one of our senior loan
officers for further assistance.
While we realize our service may not align 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 *********************.Initial Complaint
Date:04/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a letter from the county telling me that Cross Country had not paid my property taxes and they would garnish my wages if not paid. They did then contact my employer to begin the process. I contacted Cross Country and they did not handle this in a timely manner and the county then sent a letter to put a lien on our home.
We seek compensation for the stress, anxiety and aggravation this caused us in addition to the unnecessary steps the county took to contact my employer and tarnish my name.Business Response
Date: 04/23/2024
We received your concerns you submitted to the ******** ********* ********** ****** (****) on April
5, 2024, and your concerns submitted to the Better Business Bureau (BBB) on April 15, 2024, and we are
sharing with you what we found after an investigation into your concerns.
Escrow Account
In your **** correspondence you state you have made multiple attempts to have your property taxes
paid. You state you were advised a check was mailed on March 15, 2024; however, the county advised the
funds were not received. You explain you spoke to multiple agents and state the county has begun to
garnish your wages and is looking to place a lien on your home.
In your BBB concerns you state you received a letter advising you received a letter advising your property
taxes had not been paid and advised your wages would be garnished if the property taxes are not paid.
You state that your employer was contacted to begin the process. You explain you contacted
CrossCountry Mortgage and your concerns were not handled timely. You request compensation for theimpact this situation has had on you and your family.
After reviewing your account, we found that on March 14, 2024, you called CrossCountry Mortgage to
inquire why your property taxes had not been paid. The agent reviewed the county website with you and
determined that the property taxes were due in the amount of $1,776.34 plus an $8.00 fee. The agent
provided you with the information to send your property tax bill to the Tax Department. Additionally, the
agent submitted an inquiry to the Tax Department.
On March 15, 2024, the Tax Department reviewed the county website and determined that the property
taxes were delinquent in the amount of $1,776.34 with the base property tax amount of $1,713.91 and a
penalty of $62.43. It was confirmed that the previous servicer did not pay the property taxes on time. The
base amount of $1,713.91 was sent from your escrow account to ********** County and the penalty was
charged to the previous servicer. The Tax Department confirmed that the payment would be mailed and
would reach the tax office within 57 business days.
CrossCountry Mortgage and *** ******* are brand name for ********** ******** ***.
On March 27, 2024, you called CrossCountry Mortgage and requested to speak to the Escalation
Department. The agent connected you to the Executive Resolution Team (ERT). The ERT agent advised
you of the payment sent and advised a follow up request would be sent. Later this day, the Tax
Department confirmed that the payment was sent via United States Postal Service (USPS) in the amount
of $1,776.36 with USPS Tracking ID ********************** mailed March 26, 2024.
The same day you called CrossCountry Mortgage and requested to speak to the ERT. The representative
connected you to the ERT. The agent advised you of the update provided by the Tax Department.
Additionally, she advised that per the tracking number provided the funds should reach the tax office by
March 29, 2024.
On March 28, 2024, an attempt to contact you was made; however, the attempt was unsuccessful.
On March 29, 2024, the Tax Department confirmed the previous servicer did not pay the property taxes
resulting in the late tax payment.
On April 1, 2024, you called CrossCountry Mortgage and advised the property taxes were not paid on
time. You advised the county attempted to garnish your wages, the agent advised a payment cannot be
sent from the Customer Service Department. You requested a follow up.
On April 9, 2024, an escalated request was submitted to the Tax Department.
On April 17, 2024, the Tax Department confirmed the penalty was to be charged to the previous servicer
due to the non-paid property taxes.
At this time your loan is due for the May 2024 monthly payment of $1,359.58. Additionally, the county
website was reviewed and it was confirmed that the 2023 property taxes were paid in full. We have
enclosed the receipt for your review. Your property taxes reflect the next payment due August 31, 2024
and the Tax Department will make the payment by the due date. Please keep in mind that if you receive
updated information from the County it is important the information is forwarded to us to update our
records accordingly. CrossCountry must respectfully decline your request to compensate you as the
property taxes were paid in full upon being notified of the delinquency. 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.
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.
CrossCountry Mortgage and *** ******* are brand name for ********** ******** ***.
I hope this information is helpful and addresses your concerns. If you have any specific questions about
the information I have provided, please contact me directly, using the information below.Initial Complaint
Date:04/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Between April 8, 2024 and April 9th, 2024 I’ve received over 100 calls from this company attempting to provide information that I’ve explained was no longer needed from their company. I’ve asked to be taken off of their calling list and even received calls back to back. I’ve told them this behavior was harassment after being asked to be released from their calling list after services inquired about were no longer needed. I would like for this business to stop contacting me in any and all mediums.Business Response
Date: 04/23/2024
This letter is in response to your complaint filed with the Better Business Bureau
(BBB) on April 9, 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.
Please understand that when you respond to an advertisement for a mortgage loan,
especially online or through various marketing channels, your information is often
shared or sold to multiple companies as leads. This practice is common in various
industries, including financial services like mortgage lending.
Our records indicate that on or around April 8, 2024, you filled out a lead form
regarding your interest in a cash-out refinance or home equity mortgage loan through
******* **** who notified CrossCountry. ******* **** allows lenders the ability to
outsource their online marketing and lead generation. ******* **** is a marketplace
that connects consumers who respond to their marketing with service providers. As
you responded to an advertisement with your contact information, ******* ****
notified CrossCountry that you were permitting and/or requesting contact regarding
your interest in a mortgage loan.
However, per your request, we updated our database to remove you from our
marketing lists based on the information you provided. As of the date of this letter,
we can confirm that all areas were updated, and call centers were notified to remove
you from our marketing lists. You 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 you provided.
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, kind, and responsive. Please know that
your comments have been forwarded to the appropriate department. Our goal is to
provide you with the customer service you expect in the future. Please accept our
apologies for any inconvenience you may have experienced.
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