Complaints

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

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• 

  CrossCountry Mortgage, LLC.

  2160 Superior Ave E Cleveland, OH 44114-2102

  
• 

  CrossCountry Mortgage, LLC.

  9169 Mentor Ave Mentor, OH 44060-6676

  
• 

  CrossCountry Mortgage, LLC.

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

  
• 

  CrossCountry Mortgage, LLC.

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

  
• 

  CrossCountry Mortgage, LLC.

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

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/02/2024

  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.

  We have sold our house and trying to close. Our title company needs a payoff quote directly through the mortgage company for security reasons. When the title company calls, they cannot get this.
  
  When we call, CrossCountry tells us that ********** owns our mortgage. When we call **********, they tell us CrossCountry owns it.
  
  Our payments and online portal are through CrossCountry. There is a payoff request on their portal, but we cannot fax or email to the title company and this is time sensitive.
  
  We have been given the run around and cannot get ahold of an actual person to help us get this resolved. We have been able to make it through once and they told us CrossCountry owned our mortgage, but when the title company called, CrossCountry said they didn't.
  
  We need this resolved ASAP so we can close on our house. It can't be that difficult to create the payoff quote and fax it to the title company.

  

  Business Response

  Date: 04/16/2024

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

  
  We received your correspondence that you submitted through the Better Business Bureau
  (BBB) on April 2, 2024, and we are sharing with you what we found after an investigation into
  your concerns.
  Payoff Quote
  In your correspondence, you stated that your title company needed a payoff quote from
  CrossCountry Mortgage but when they called, they were unable to get it. After review, we found
  that the enclosed letter dated February 9, 2024, was previously sent to you with information
  that as of February 1, 2024, your mortgage servicing experience was upgraded. It is our goal to
  ensure we offer our customers an excellent customer experience. In order to meet that goal,
  we chose to partner with a vendor that offers enhanced technology experiences to better serve
  our customers. All of the loan terms remained unchanged, and we continued to service the
  loan prior to the loan being paid in full. Please understand, our number one priority is to ensure
  the best possible customer service. While CrossCountry Mortgage originated and/or was the
  master servicer of the mortgage loan, we contracted ********** Mortgage, LLC d/b/a ***
  ****** (*** ******) to perform certain servicing functions on behalf of CrossCountry Mortgage
  such as providing Customer Service functions, accepting payments on behalf of CrossCountry
  Mortgage, and reporting payment history to the credit reporting agencies.

  
  During a chat session that occurred with a CrossCountry Mortgage agent on April 1, 2024, you
  inquired about a loan payoff amount, good through April 19, 2024. The agent provided you with
  instructions regarding how to obtain a payoff quote. On the same day, you authorized Title
  Professionals Group LTD as a third party for the account through our website.
  
  We received a request for a payoff quote through our Message Center on April 2, 2024. On the
  same day, you spoke with a CrossCountry Mortgage agent through a chat session regarding
  the payoff quote request. The agent advised you of the 48 hour timeframe to receive the payoff
  quote.

  
  A Quote Information letter dated April 4, 2024, was sent to you with the amount of $337,106.87
  required to pay the loan in full, good through May 2, 2024.

  
  We received another payoff quote request on April 5, 2024, that was submitted through our
  website, which included a payoff amount good through April 26, 2024. A Quote Information
  letter dated April 6, 2024, was sent to you with the amount of $336,986.87 required to pay the
  loan in full, good through April 26, 2024.

  
  On April 9, 2024, we received funds in the amount of $336,216.87 that effectively paid the loan
  in full. A Lien Release is being executed to be sent to the county for recording and will be sent
  to you under separate cover once it is received back from the county. At that point, it is subject
  to the county’s turnaround time.
  Please note that our review did not determine that you spoke with a CrossCountry Mortgage
  agent by phone and were advised of a different servicer of the loan as stated in your
  correspondence. However, it is our hope that this additional information regarding how we
  contracted *** ****** to perform certain servicing functions on behalf of CrossCountry
  Mortgage provides you with clarification.

  
  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.

  
  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
  error occurred because Quote Information letters dated April 4, 2024, and April 6, 2024 were
  sent to you. You have the right to access the documents we used in this investigation, and
  we have enclosed them. The documents enclosed are:

  
  • Transaction History
  • Prior Quote Information Letters (2)
  • Welcome Letter
  
  Sincerely,
  John *****
  Customer Relations Specialist

  Customer Answer

  Date: 04/16/2024

  [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. 

  However, a note to them, they did say: "Please note that our review did not determine that you spoke with a CrossCountry Mortgage agent by phone and were advised of a different servicer of the loan as stated in your correspondence." No, they did not say that to us. They said it multiple times to our Title agency who was trying to get the payoff quote from them. We were not allowed to give the Title company the payoff quote due to security reasons. They needed CrossCountry to directly give the Title company the quote. When the Title company tried to get that quote, we were told (by our Title coordinator) that supervisors from CrossCountry told her that our mortgage was owned by **********.

  Finally, there is absolutely no way to get in contact with a real human being at *** ******. We tried multiple numbers and we could not get a live person. There was only chat and they could only point us to CrossCountry's portal, where we could not directly send the quote to the Title company. We could only send it to our personal email or through the mail and as this was time sensitive, mail was not an option. We did eventually get the chat agent from *** ****** to send the quote to the Title coordinator's email. Which ultimately solved our problem. CrossCountry was no help whatsoever. 

  My final feedback to them is either train your supervisors correctly and make it easier for Title agencies to collect payoff quotes or allow your online portal to directly email or fax to external parties.

  
  
  
  Regards,
  
  
  
  ***** ******
  
  
  
  

  
  

• Initial Complaint

  Date:03/27/2024

  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.

  Crosscountry transferred my account to another cross-country brand. Due to the transition, they requested that check be mailed for the initial mortgage payment. Check was mailed in January. Copies of mailed check, receipts and USPS trac**** can be provided, Crosscountry has not posted a receipt of this check to my account and now they state I will be reported to credit bureau even after repeatedly claiming they would not and that my account would be made accurate. This has been since January 2024. DO not report inaccurate information to credit bureaus.

  

  Business Response

  Date: 05/06/2024

  Dear ***** *. ****:

  We received your direct correspondence and your additional correspondence through the
  Better Business Bureau (BBB) on March 27, 2024, and we are sharing with you what we found
  after an investigation into your concerns.

  Credit Reporting
  After reviewing your account, we found that the enclosed Notice of Service Transfer letter was
  previously sent to you with information that the servicing of your mortgage loan was
  transferred from *********** ******** ***. (***), 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, was previously sent to you with information that
  your mortgage servicing experience was upgraded. It is our goal to ensure we offer our
  customers excellent customer experience. In order to meet that goal, we chose to partner with
  a vendor that offers enhanced technology experiences to better serve our customers. All of the
  loan terms will remain unchanged, and we will continue to service the loan accordingly. Please
  understand, our number one priority is to ensure the best possible customer service. While
  CrossCountry Mortgage originated and/or was the master servicer of the mortgage loan, we
  contracted ********** ********, LLC d/b/a *** ****** (*** ******) to perform certain
  servicing functions on behalf of CrossCountry Mortgage such as providing Customer Service
  functions, accepting payments on behalf of CrossCountry Mortgage and reporting payment
  history to the credit reporting agencies.

  CrossCountry Mortgage received your previous correspondence on February 19, 2024,
  regarding the credit reporting for the account. In response to your inquiry, a letter dated
  February 27, 2024, was sent to you with information that your account was reported as current 

  for December 2023 and shows as current at the time of the loan servicing transfer. As such,
  there are no further adjustments necessary.

  Pursuant to the letter dated April 7, 2024, that was previously sent to you, we conducted and
  investigation and as stated above, CrossCountry Mortgage, LLC by *** has transferred
  servicing of the account to CrossCountry Mortgage, LLC; therefore, the credit reporting is
  currently transitioning, and we have not reported this account to the credit reporting agencies
  as of the date of the letter.

  Please note, under section 15 U.S.C. 1681s-2(a) (1) of the Fair Credit Reporting Act (FCRA),
  CrossCountry Mortgage is required to report complete and accurate information to all credit
  bureaus. CrossCountry Mortgage is also required to report accurate payment activity to the
  credit reporting agencies based on actual events. If you believe there is an error in what has
  been reported by CrossCountry Mortgage, please provide documentation such as a copy of the
  credit report reflecting the specific month(s) and what you believe to be the error, in order to
  assist us in our review. You may fax this information to our Research Department at 469-322-
  4655, by mail to Attn: Research, ** *** ******* ******* ** *********** ** ** ****** **
  *****************************************************

  Missing Payment
  We received the check receipt and delivery receipt you provided for the payment you mailed
  in January 2024; however, we are unable to locate the funds with this documentation as the
  delivery receipt only shows that it was delivered to an incomplete PO Box address which does
  not confirm where it was delivered. If you have a copy of the front and back of the cashed check,
  please forward your documentation to our Research Department by fax at 469-322-4655, by
  mail to Attn: ********* ** *** ******* ******* ** *********** ** ** ****** **
  ****************************************************. 

  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, 
  

  **** *****
  Customer Relations Specialist 
  

  
  

• Initial Complaint

  Date:03/19/2024

  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.

  Cross Country Mortgage sold to Cross Country Mortgage and in doing so, they put my loan in a forbiddance program without consent. Due to this sale (I'm sure they are running from a lawsuit), I could NOT make my mortgage payment January 2024. I sent a check and received it back "return to sender" in January. I got ahold of their automated system to make a payment for January and February and they stated "insufficient funds" (Not the case, have bank records to prove it). Finally on the 19th of February I was able to make both January and February payment. On Feb 29th, I was able to get online and wanted to make March payment and couldn't because I was put into a "forbiddance program". I've left 13 voice mails with a **** ************ with no return call. I've tried over and over again to get through their AI generated phone service to speak with a person to figure out what happened. I want answers, I want a call back, and I want a statement in writing what happened to my loan. I recorded all attempts trying to communicate with this company. They are unprofessional, deceitful, and I advise all buyers to do your research before signing a loan with this company.

  

  Business Response

  Date: 04/15/2024

  Dear ***** *. ****

  
  We received your BBB complaint on March 20, 2024, and we are sharing with you what we found after
  an investigation into your concerns.

  
  Loan Status

  
  In your correspondence, you state that your loan was put into forbearance without your consent, which
  prevented you from making your mortgage payment in January 2024. You state that you sent a check
  in January 2024; however, the check was sent back to you. You state that you called to make a payment
  for January 2024 and February 2024, and the automated system advised the previous payment was
  returned due to Non-Sufficient Funds (NSF). You state that you were able to make the January 2024 and
  February 2024 payments on February 19, 2024, and were not able to make the March 2024 payment as
  your loan was entered into a forbearance program. You’ve left multiple messages; however, you have
  not received a return call. You have been trying to communicate with us and want answers as to what
  has happened with your loan.

  
  After reviewing the loan, it was de

  
  On January 29, 2024, you made a payment through our automated phone system in the amount of
  $3,051.28, which applied to the January 2024 monthly contractual payment. The payment was noted
  incorrectly as being returned due to NSF; however, after further review, we determined the payment was
  returned due to the incorrect routing number being used, and the $50.00 NSF fee has been waived.
  Please note that due to the delinquency on the loan, a home inspection was completed on March 28,
  2024, and $30.00 from the waived NSF fee was applied to the corporate advance balance for the property
  inspection fee that was due. The remaining $20.00 was applied to the Unpaid Principal Balance with an
  effective date of March 29, 2024.

  
  On February 7, 2024, a letter was sent to you advising that ******* *** was your new Single Point of
  Contact (SPOC).
  
  As the loan was due for the January 2024 payment as of February 15, 2024, the loan was reviewed and
  pre-approved for a VA Streamline Modification, and the pre-approval letter was sent to you. The letter
  advised if you choose to participate in the program, you must contact us or send in your first trial
  payment in the amount of $2,577.44 to accept this offer by February 29, 2024.
  On February 19, 2024, you called regarding the payment not being processed. The agent advised that
  the payment was returned due to NSF as it was reflected in the system.
  That same day, you made the payment in the amount of $6,152.56, which applied to two trial plan
  payments.

  
  On February 28, 2024, you called in requesting to know why your loan terms had changed. The agent
  advised that it was due to the pre-approved modification offer. You advised that you do not approve the
  modification, and

  On March 1, 2024, your previous SPOC attempted to contact you; however, the attempt was unsuccessful.
  On March 6, 2024, the modification review was complete. The account was noted that you do not want
  the modification, and the case was rejected.

  
  Automated System

  
  In your correspondence, you state that you have tried over and over to speak with an agent; however,
  you have not been able to get through the automated system.
  We want to apologize for the frustration you recently experienced with our automated phone system.
  Please know that we are constantly improving our technology to create the best experience possible. In
  the meantime, it may be helpful to know a few things about how our automated phone system works
  to help avoid these issues in the future.

  
  Identity Verification ? For your security, our phone system requires you to verify your identity before it
  can fully serve you. To make this easy, it will automatically recognize you when you’re calling from a
  number associated with your account. You can also verify your identity using other secure information,
  such as your social security number.

  
  Just Ask ? Our automated phone system is designed to help you find what you need quickly, without
  waiting for an agent. To do this, it needs to know why you’re calling. You can say things like, “Make a
  payment,” “Get my statement,” and other self-service items. While we realize that sometimes you may
  want to speak directly to an agent, our system will first need to know what you would like to speak to an
  agent about.

  
  Fully Automated Features ? To make our systems more secure than ever, certain functions are now
  fully automated. Some common tasks, such as making a payment, can now be done entirely through
  our convenient, self-service tools, like our automated phone system or website. Our agents are no longer
  able to process most payments over the phone.

  
  Again, I am very sorry for the frustration you experienced. Your input will help us continue to improve,
  and I have already passed your feedback on to our user experience team.
  
  We understand the inconvenience and frustration you expressed in connection with your attempts
  to obtain information but appreciate the opportunity to clarify the issue and trust that we have
  addressed your concerns.

  
  If you have any questions, your Dedicated Loan Specialist is ******* *** and can be reached 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,

  
  Stacey *******
  Customer Relations Specialist
  CrossCountry Mortgage, LLC

• Initial Complaint

  Date:03/16/2024

  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.

  Hello,
  
  The loan servicing company of Cross Country ********** is holding my funds of $5924.34 in reference to loan number : **********, property address:
  
  - ** ********* ****** *********** ** *****
  
  I ***** ********, the home owner of above property request a refund of $5924.34 check which should not have been deposited, as I was advised by the foreclosure specialist that the payment should not have been sent to cross country directly but instead sent to the law firm managing the case. I proceeded to wire the necessary funds of $6868.68 to the law firm to satisfy my outstanding balance.
  
  I called to then discuss when I would receive my $5924.34 back and was told it was also deposited. There is now 2 payments in their system when it should have only been one. I followed the direction of the foreclosure specialist but the loss mitigation team processed the other check as well! I need the funds to avoid any further issues with loan payments.
  
  The case was managed by a loan servicing specialist at the loss mitigation department with initials *** and her name is ********. The refund was approved and was supposed to be sent on 1/29/24, to which I have not received. This is all noted over recorded lines and would like to file a formal complaint. They are illegally holding my money and now have transferred the loan to another company who is telling me cross country ********** is illegally holding my funds! Please help me I’ve tried to peacefully resolve but they are not responding.
  
  This is all noted in my account ! Please let me know the Next steps as I was told the request was made by the loss mitigation supervisor as well.

  

  Business Response

  Date: 04/09/2024

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

  
  This letter is in response to your complaint that was filed with the Better Business
  Bureau (BBB) on March 16, 2024, and directed to CrossCountry Mortgage, LLC
  (CrossCountry). I have been asked to respond to your concerns regarding your
  request for a refund of the funds issued to CrossCountry that were intended to satisfy
  your outstanding balance with the foreclosure law firm assisting with your 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
  and responsive with our customers.

  
  Our records indicate that our prior sub-servicer issued a letter on January 10, 2024,
  on behalf of CrossCountry, informing that they were responding to your inquiry
  received on or around December 11, 2023. This letter explained that the loan was in
  foreclosure at the time we received your initial payment of $5,924.34. However, this
  amount was insufficient to reinstate the account. The foreclosure counsel received
  the correct reinstatement of $6,868.68 which was applied to your account on
  December 8, 2023. The letter continued to state that the initial payment of $5,924.34
  was placed in your escrow account and the refund request was forwarded to the
  correct department for processing. We have enclosed the letter dated January 10,
  2024, with this response for your reference.

  
  Upon receipt of your BBB complaint and upon reviewing the handling of your account
  with our prior sub-servicer, our corporate office escalated a request with our current
  sub-servicer to assist with resolving this matter. On or around March 26, 2024, our
  current Customer Service Department was able to correspond with you directly and
  confirmed that you would like the funds to be reapplied as payment to your mortgage
  loan.
  
  While our current sub-servicer was in the process of reapplying your funds, our prior
  sub-servicer issued a letter on March 27, 2024, on behalf of CrossCountry, informing
  you that the payment of $5,924.34 was placed in your escrow account and that your
  request for a refund of those funds was forwarded to their escrow department to
  complete the refund process. However, due to the transfer of service that took place
  effective February 1, 2024, the prior sub-servicer was unable to complete the
  transaction and to correspond with the new sub-servicer to complete the request.
  Please accept our apologies for any inconvenience you may have experienced due to
  this. We have enclosed the letter dated March 27, 2024, with this response for your
  reference.

  
  As of April 2, 2024, the funds for $5,924.34 were moved out of your escrow account
  and applied as the December 2023 through April 2024 contractual monthly payments,
  bringing your account current with the next monthly payment due May 1, 2024.
  Please be aware that there was $92.14 remaining from the re-application of funds
  that was placed into your suspense account due to not satisfying a monthly payment.
  These funds can be used toward your next month’s payment. Additionally, we waived
  the late fees remaining on the account. At this time, your account is reflecting
  $1,074.30 due to satisfy your next monthly payment of $1,166.44 for May 1, 2024.
  Customer service is of the utmost importance, and we sincerely regret that we did
  not meet your expectations. We thank you for bringing this matter to our attention.
  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.

  
  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 800.499.8754,
  Monday through Friday from 8:00 a.m. until 5:00 p.m., Eastern Standard Time (EST),
  or via email at *********************. For further information regarding the
  servicing of your loan prior to February 1, 2024, please contact the Servicing Center’s
  Customer Service Department at 877.538.8790 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 833.755.2066 using your current loan number **********.

  
  Best regards,

  
  Lauren ****
  Customer Relations Manager

• Initial Complaint

  Date:03/07/2024

  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.

  I've received a call from my property insurance agent (********* ********) that they have not received payment and the since my mortgage payment was escrowed, they have not seen anything and was informed that I would loose my insurance for property if they don't receive payment by end of this week.
  
  I've called CrossCountry Mortgage, LLC, at the number ************* and have not been able to get a hold of customer service (or representative) for 3 days. Every and each time I call, I get this automate run around. Today, 3/7/2024, I finally got a hold of a representative and told her that I was very unhappy with the experience and their services and the fact I may loose my insurance to the property will not be good. then she routed me back to the automate services and was routed around again. I have not been able to get a hold of customer service and get an answer as to what's going on and why this is happening.

  

  Business Response

  Date: 04/02/2024

  We received your concerns you submitted to the Better Business Bureau (BBB) on March 7, 2024, and we are sharing with you what we found after an investigation into your concerns 
  Homeowner's Insurance 
  In your correspondence you state you received a call from your homeowner's insurance premium agent advising the premium payment had not been received. You state that they advised the premium should have been sent from our escrow account and advised that since the premium had not been received your premium could be cancelled. You state that on March 7, 2024, you spoke with a representative and expressed your concerns regarding the experience and your homeowner's insurance premium. You state she connected you to the Insurance Department; however, you were not able to speak to a representative. 

  
  After reviewing your account, we found that your loan was transferred to CrossCountry Mortgage on February 1, 2024. A letter was sent to you on February 9, 2024, advising you of the loan transfer that took place on February 1, 2024. 

  
  On February 26, 2024, the Insurance Department reviewed your insurance provider's website and was unable to confirm a premium payment was due. As a result, a second attempt was made on February 28, 2024 and the Insurance Department obtained the renewal information. 
  On March 1, 2024, a premium payment of $1,564.37 was paid to your insurance provider. 
  On March 7, 2024, you called CrossCountry Mortgage and inquired about the insurance premium payment. The representative attempted to connect you to the Insurance Department; however, the attempt was unsuccessful. 

  
  On March 11, 2024, the Insurance Department received a cancellation notice from your insurance provider due to non-payment. An insurance representative reviewed your insurance provider's website and determined a premium payment of $1,564.37 was due. As such, a premium payment of $1,564.37 was requested to be disbursed to avoid cancellation. 

  
  On March 12, 2024, a premium payment of $1,564.37 was paid to your insurance provider. 
  If you are a successor in interest (received the property from a relative through death, devise, or divorce, and you are not a borrower on the loan) that has not assumed, or otherwise become obligated on the debt, this communication is for informational purposes only and is not an attempt to collect a debt from you personally. 

   

  On March 13, 2024, the Insurance Department contacted your insurance provider and determined that the second premium payment of $1,564.37 would be refunded to you. Please note that upon receiving the refund it is recommended you deposit the funds into your escrow account to avoid an escrow shortage in the future. 
  On March 18, 2024, the Insurance Department received confirmation that your policy was reinstated with an effective date of March 5, 2024 to March 5, 2025. 
  At this time your loan is due for the May 1, 2024 monthly payment of $1,657.70. Additionally, your escrow account reflects the most up to date insurance information. If you receive any updated insurance information please send the information to the Insurance Department to update our records. 
  

  Phone System  
  In your correspondence you explain you contacted CrossCountry Mortgage and have been unable to reach a representative. Additionally, you state that when you call the automated system does not connect you. 
  We want to apologize for the frustration you recently experienced with our automated phone system. Please know that we are constantly improving our technology to create the best experience possible. In the meantime, it may be helpful to know a few things about how our automated phone system works to help avoid these issues in the future. 
  After reviewing your loan we found that for your security, our phone system requires you to verify your identity before it can fully serve you. To make this easy, it will automatically recognize you when you're calling from a number associated with your account. You can also verify your identity using other secure information, such as your social security number. 

  
  Additionally, our automated phone system is designed to help you find what you need quickly, without waiting for a representative. To do this, it needs to know why you're calling. You can say things like, "Make a payment," "Get my statement," and other self-service items. While we realize that sometimes you may want to speak directly to an representative, our system will first need to know what you would like to speak to a representative about. 
  Please keep in mind that to make our systems more secure than ever, certain functions are now fully automated. Some common tasks, such as making a payment, can now be done entirely through our convenient, self-service tools, like our automated phone system or website. Our agents are no longer able to process most payments over the phone. 
  Again, I am very sorry for the frustration you experienced. Your input will help us continue to improve, and I have already passed your feedback on to our user experience team. Thank you, as always, for being a CrossCountry customer. 

  
  

  Customer Answer

  Date: 04/03/2024

  [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.  I hope that for future, their automate system does not route me calls indefinitely and that the customer support does not hang up just because the customer is frustrated.  The old system did not have this issue.
  
  
  
  Regards,
  
  
  
  ** **** ****
  
  
  
  
  

• Initial Complaint

  Date:03/04/2024

  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.

  On 7/26/23, I was marked as approved for a forbearance plan with CrossCountry Mortgage that would cover me from August 2023 - January 2024. Throughout my various conversations with the Loss Mitigation associates, every one of them informed me that I would need to make my payment on February 1st of 2024 in order to not be marked as delinquent. When I was approved for the loan, I spoke to an associate with ID Initials *** and they informed me that I would not have to make a payment until February. On December 14, 2023, I spoke to ***** (***) and they informed me that I would have to call in the middle of January in order to figure out my next steps for my forbearance plan. On January 9th, 2024, I spoke to Tammy about my loan in which she informed me further on the second step program and told me that I would not have to make a payment until February 1st in order to avoid delinquency and my home being put up for foreclosure. During that time, nothing was expressed to me that I needed to make a payment in January to avoid the delinquency. I called again on January 17th, 2024, and spoke to an associate with ID initials *** who informed me about the transfer for the first time. I discussed in detail what I needed to do in order to avoid being marked as delinquent as I have expressed that I was able to pay for my forbearance and escrow amount. I still was not informed about making a payment in January but was told that I would have to make my mortgage payment on February 1st. It was expressed that once I am with the new servicer, I would have to inform them that I was in loss mitigation for the months of August 2023 - January 2024. I inquired about my monthly mortgage payment and was told that it doesn't have to be paid directly on the first but it was okay because I had all month to do so. When I was docked as delinquent on the morning of February 8th, I called and spoke to an associate named ****** and she informed me that you all did not mark me as delinquent and told me that the new servicer marked me which is impossible because they could only dock me for the month of March. If I had been informed that January was the month that I needed to make a payment, I would have made the payment as I had the money in my bank account ready for the payment. Their employees misled me throughout this entire agreement and now I am paying for their mistakes.

  

  Business Response

  Date: 03/25/2024

  Dear ****** ******** *******: 

  
  Thank you for the opportunity to respond to the concerns you recently submitted through Better Business Bureau (BBB), which we received on March 11, 2024. In your correspondence, you stated on July 26, 2023, you were approved for a forbearance from August 2023 to January 2024. You stated you were advised multiple times that you would need to make a payment February 1, 2024, to not be marked delinquent and prevent Foreclosure. You stated on December 14, 2023, you spoke with a representative who advised you would have to call in the middle of January to figure out your next steps for your forbearance. You stated you were not told you needed to make a payment in January to avoid delinquency but were told of the transfer and will need to contact your new servicer on the forbearance. You stated you contacted us when your credit was reported delinquent. You advised you were told your new servicer marked you late, but that was not correct. You stated you were misled and requested a correction to the credit report. We have reviewed your concerns, and our response is indicated below. 

  
  Our records indicate you reached out for assistance through the Loss Mitigation portal on June 7, 2023. We received documents on the following dates June 13, 20, 27, 28, 2023, and July 3, 2023, and your loan was in review. However, the file was deemed incomplete due to still needing additional documents to complete the process. On July 11, 2023, your file was deemed facially complete and passed to a specialist for review. On July 21, 2023, you were approved for a forbearance period plan from August 1, 2023, to January 1, 2024, with $0.00 being the monthly payment. On August 1, 2023, we received the signed forbearance agreement, and the approved forbearance workout setup was completed on this same date. 

  We contacted you via phone on December 26, 2023, to see if you were able to reinstate your loan once the forbearance is over. You contacted our Loss Mitigation Department on this same date and advised you may be able to reinstate the loan by the end of January. The assisting representative advised if not, there is a 2nd step option available. On January 19, 2024, you contacted our Loss Mitigation Department and confirmed you will be able to bring your loan current in February 2024. The assisting representative stated your loan is transferring and you can make your February 1, 2024, payment with your new servicer. 
  Your loan was transferred to a new servicer on February 1, 2024. You may contact your new servicing office at one of the following for further assistance regarding your loan: 
  CrossCountry Mortgage, LLC Customer Service Department 1-833-755-2069 7:00 A.M. - 8:00 P.M. CT, Monday-Friday ************************************** **** ***** * *** ***** ******* *** ****** *********** ** ***** 
  There is a 60-day post-transfer period in which your new servicer will not assess any late charges or submit any negative credit reporting on your loan. We have not been provided a website for your new servicer, and you will have to follow up with them directly to confirm all payment options they offer. 

  
  On February 8, 2024, you contacted our Customer Service Department, requesting to remove the delinquent notice for the month of February due to being on forbearance. The representative assisted you by advising we need a wet signature request to research this issue. They provided you with the Customer Service email address. On February 12, 2024, our Customer Service Department received the letter you submitted, and a task was opened for the credit reporting dispute. On February 13, 2024, it was advised that only loans that have credit protection are natural disaster loans, and this loan was an unemployment forbearance. Therefore, the credit will continue to report its true and accurate reporting. We responded to your letter on February 20, 2024, via email and advised your credit reporting was suppressed while under your Forbearance Agreement plan from August 1, 2023, to January 1, 2024. In the letter, it was stated that the reporting that occurred on February 5, 2024, was valid as you did not have any protections under the agreement. 

  We received your response on February 22, 2204, to the email we sent you. A letter was generated on this same date, February 22, 2024, and sent to your mailing address on file. The letter advised your request to correct your credit reporting was denied due to the reporting being valid. However, on March 13, 2024, our Loss Mitigation Department opened a task to have February 5, 2024, reporting corrected to current since you were on an unemployment forbearance and were being reported current throughout the forbearance. Another task was opened on February 14, 2024, as well to have your credit corrected. On this same date, our Credit Department submitted an electronic correction to the credit bureaus to which we report to. We have corrected the loan to report transfer at current February 1, 2024, due to the forbearance. Please allow 30 to 90 business days for the credit bureaus and any third-party credit companies to update their records. Until their records are updated, you may retain this letter as confirmation of the submitted correction. 

  
  We sincerely apologize for any frustration or misinformation you may have obtained by the process of Loss Mitigation and getting your credit corrected. This situation is not typical of our business practices. Our goal is to provide you with the service you expect and deserve in the future. 
  We believe that this response fully addresses the concerns outlined in your BBB correspondence. You have a right to request any documentation we relied upon in developing our response to your concerns in addition to any documentation already enclosed with this response. If you have any questions concerning this response or require additional assistance, please contact our Customer Service Department at 1-877-538-8790, Monday through Friday, from 8:00 a.m. to 8:00 p.m. Central Standard Time (CST). 

  
  Sincerely, 
  
  Jasmine M. Escalation Analyst Research Department 
  

• Initial Complaint

  Date:03/03/2024

  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.

  CrossCountry Mortgage transferred my mortgage beginning of 2024, which I did not have a choice in. Fast forward 1 month, and my credit score plummets 86 points due to them closing my mortgage. When I called customer service middle of February 2024 to inquire about when a correction would be issued, I was advised to submit a full credit support to their credit dispute department, which I did. I then followed up customer service to ensure that my emailed credit reported reached the credit dispute department and not only did the rep REFUSE to transfer me to a department/person that could verify, he told me that my credit score may NEVER be corrected and that what I experienced is the mortgage business.

  

  Business Response

  Date: 03/25/2024

  Dear ********* ********: 

  
  Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau, which we received on March 3, 2024. In your correspondence, you stated that CrossCountry Mortgage transferred your mortgage at the beginning of 2024. You stated that one month later, your credit score dropped by 86 points due to your loan being reported as closed with the credit bureaus. You stated that you were advised by the Customer Service Department to submit a full credit report, which you did. When you followed up with the Customer Service Department to ensure your credit report reached the correct department, you were advised that you could not be transferred to that department and told that your credit score may never be corrected. You are requesting a correction to your credit report. We have reviewed your concerns, and our response is indicated below. 

  
  Our records indicate that the above-referenced mortgage loan service transferred on February 1, 2024. Shortly after the transfer of your loan, we reported this information to the credit bureau(s). Please be advised that while we consider this reporting to be accurate, we do not have the ability to alter or correct your credit score, as it is based on factors determined by the major credit bureaus. 

  
  Please be advised that we do not show a record of you contacting our office or receiving your credit report. For your protection and security, please confirm the telephone number you have been contacting, as well as the email address you have sent your report to. Our contact information is as follows: 
  

   

  Customer Answer

  Date: 04/02/2024

  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 hope this email finds you well. I am writing in response to CrossCountry Mortgages' rebuttal regarding my complaint filed with the Better Business Bureau (BBB).
  
  CrossCountry Mortgage has stated that they did not receive a copy of my credit report nor any telephone calls from me. However, I would like to provide evidence that contradicts this claim.
  
  Attached to this email are copies of the email correspondence between myself and CrossCountry Mortgage's research team, clearly indicating that I sent a copy of my credit report. Furthermore, their response acknowledges the receipt of my email, which undermines their assertion that they did not receive it.
  
  Additionally, I have attached a log of my phone calls from February 9 to March 8, which clearly shows multiple calls lasting over 10 minutes made to CrossCountry Mortgage. This demonstrates proactive efforts on my part to communicate with them.
  
  In light of this evidence, I respectfully request that the BBB consider these facts when reviewing my complaint. It is essential for consumers to trust that companies will act in good faith and accurately represent their interactions with customers. Unfortunately, CrossCountry Mortgages' response appears to be misleading and does not align with the documented evidence provided.
  
  Thank you for your attention to this matter. Please do not hesitate to contact me if you require any further information or clarification.
  
  * *
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 05/06/2024

  Dear ********* ********: 

  Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau, which we received on April 3, 2024. In your correspondence, you stated that CrossCountry Mortgage's prior response to your BBB complaint, dated March 21, 2024, indicated that they had not received a copy of your credit report, nor showed receipt of any telephone calls from you. As part of your BBB rebuttal, you have provided copies of your email and telephone records as evidence of your attempts to contact CrossCountry Mortgage. We have reviewed your concerns, and our response is indicated below. 

  Your original BBB complaint dated March 3, 2024, pertained to the credit score drop after your loan had been service transferred. In your complaint, you requested a credit correction to restore your credit score back to what it had been prior to the servicing transfer. Since *********** ********* ***. (***), who was your prior servicer, was the responsible party for reviewing the information that they reported and submitting a potential credit correction, your complaint was routed to their office for review and response. *********** ********* ***. determined the reporting to be accurate and advised as such in their response to you dated March 21, 2024. 

  The email correspondence and telephone records you provided in your BBB rebuttal indicate that this information was not provided to *********** ********* ***., nor does the telephone number referenced in the screenshot belong to *********** ********* ***. For this reason, we have determined that their response, dated March 21, 2024, was correct in advising that your email(s) and telephone calls were not received. 

  As indicated in the BBB response dated March 21, 2024, we consider the credit reporting in question to be accurate. Additionally, we do not have the ability to alter or correct your credit score, as it is based on various factors determined by the major credit bureaus. 

  
  

• Initial Complaint

  Date:03/01/2024

  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.

  my mortgage was recently transferred to be serviced by another part of the business. When I first got the loan they were escrowing the taxes, and insurance. After several screwups on their part ( paying the wrong amount, paying the same tax twice), I had them cancel the escrow since I had over 50% paid off. That was about a 2 years ago and I have been paying the taxes and insurance myself.
  Since the transfer of the loan they are now trying to collect an additional 323.00 dollars a month. I have tried calling several numbers and get caught in an endless loop unable to speak to a real representative.
  This is not my first house and not my first mortgage. This is by far the worst company I have ever dealt with

  

  Business Response

  Date: 03/29/2024

  
  We received your letter on March 11, 2024, and we are sharing with you what we found after an investigation into your concerns. 

  Escrow 
  In your correspondence, you stated that your motgage was recently transferred to CrossCountry Mortgage. You detailed your concerns regarding the escrow account and stated that you expected the loan to have been converted from escrow to non-escrow by the prior servicer; however, upon transfer of the loan servicing the account is escrowed. You stated that you have attempted to contact CrossCountry Mortgage; however, you have not been able to speak to a representative via the Interactive Voice Response (IW?) system. We want to apologize for the frustration you recently experienced using our automated phone system. Please know that we are constantly improving our technology to create the best customer experience possible. Your input will help us continue to improve, and we have communicated your feedback to our user experience team. 
  After reviewing your account, we found that the loan servicing transferred to CrossCountry Mortgage effective February 1, 2024, and the loan boarded into the loan servicing platform on February 7, 2024. A Welcome Letter dated February 9, 2024, was issued and sent via mail to the mailing address on file. The letter advised our records indicated that you did not have an escrow account for taxes and/or insurance and that you are responsible for remitting tax payments directly to your taxing authorities and maintaining continuous hazard insurance coverage. The letter further advised that the account was current and due for March 1, 2024, in the amount of $596.76. 
  The account shows on February 15, 2024, an annual Escrow Analysis (EA) was generated with an effective date of April 1, 2024, which resulted in a payment change from $596.76 to $919.89 and a total shortage amount of $ $1,258.04 spread over 12-months. 
  On February 27, 2024, funds in the amount of $4,746.76 were received by check and were applied to the account as the March 1, 2024, monthly contractual payment in the amount of $596.76, to four (4) additional payments for the months of April 2024, May 2024, June 2024 and July 2024 each in the 
  f you are a successor in interest (received the property trom a relative through death, devise, or divorce, and you are not a borrower on the loan) that has not assumed, or otherwise become obligated on the debt, this communication is for informational purposes only and is not an attempt to collect a debt from you personally. 
  
  EQUAL HOUSING OPPORTUNITY 

  amount of $919.89 for an amount of $3,679.56 and the remaining amount of $470.44 was applied to Principal for a total amount of $4,746.76. 
  The account shows on March 1, 2024, a Prepaid Loan Letter was issued and sent via mail to the mailing address on file. The letter stated we were writing to notify you that the above-referenced account is paid ahead and as of the date of the letter the account was due for the August 1, 2024 payment. 
  On March 5, 2024, you called in regarding the status of the account. You stated that you did not have an escrow account prior to the transfer of servicer and that an escrow account had been placed on the above-referenced loan in error. The agent reached out to a manager and per the manager advised to make the monthly contractual payment and set the expectation that escrow would be reviewed and removed from the account. We apologize that you were provided with incorrect information. 

  On March 15, 2024, you called in and detailed your concerns regarding the amount of interest reflecting on the account was incorrect due to the escrow account being set up in error. The agent offered to submit a request for review. You declined and stated your intention to payoff the loan by March 31, 2024. You were advised of the information to send in a request if you wished, for review regarding the billing statement. 
  A request was escalated to our Acquisitions Department on March 25, 2024, for review of the status of the escrow account upon transfer of servicer and for clarification of the reason for the most recent analysis dated February 15, 2024. On March 27, 2024, the escalated request was completed. It was determined that the loan was provided as a non-escrowed account account and that escrow was added during the loan boarding process. We sincerely apologize that the account was not properly handled at the time of the transfer of servicer. 

  To date, the account reflects the loan is Paid in Full effective March 25, 2024. Please be advised that the payoff process can take up to 30 days to be completed. You will receive any miscellaneous payoff overage and any remaining funds in the escrow account within 30 days of the pay off date. 

  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, an error occurred on February 7, 2024, when the Escrow Department added escrow to a non-escrowed loan during the loan boarding process. Additionally, on March 5, 2024, a manager incorrectly advised of the process to remove escrow from the above-referenced loan. We corrected the error on March 27, 2024, by providing coaching to the manager. Furthermore, the loan is paid in full. You have the right to access the documents we used in this investigation and we have enclosed them. Those documents are: • Welcome Letter • Escrow Statement • Prepaid Loan Letter • Transaction History 
  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.
  
  

  
  

  
  

• Initial Complaint

  Date:03/01/2024

  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.

  This company has transfered my mortgage 3 times in 9 months. Each time, there's a new website and the payments are delayed. It's difficult to find the website to pay and this time the provided website has been down frequently. In addition, I recieved a letter that said my additional principal payment will be held until it amounts to a full payment and then applied. That largely defeats the purpose of additional payments against principal and gives the mortgage company the benefit of holding my cash and still collecting interest against the balance. I also got a letter that said if I continued to log in and pay, the autopay would be canceled.
  All of these occurrences feel very manipulative and the frequent transferring feels like an intentional attempt to confuse customers into missing payments at best and maybe even tax evasion.

  

  Business Response

  Date: 03/29/2024

  
  We received your correspondence that you submitted through the Better Business Bureau (BBB) on March 11, 2024, and we are sharing with you what we found after an investigation into your concerns. 

  
  Loan Servicing Transfers 

  
  In your correspondence, you stated that CrossCountry Mortgage has transferred your mortgage three times in nine months. You also stated that each time, there is a new website to make your payment on and the payments are delayed. Our records show that the loan closed on May 4, 2023, with the first payment in the amount of $2,747.18 due to CrossCountry Mortgage on July 1, 2023. As stated in the Mortgage Statement dated May 10, 2023, there were payment options available to you including standard mail, automatic payments, and telephone payments. 

  
  A letter dated February 9, 2024, was sent to you with information that as of February 1, 2024, your mortgage servicing experience was upgraded. You were also provided with payment options that included registering online at ************************************** in order to make one-time online payments or set up recurring monthly drafts with autopay, by mail to CrossCountry Mortgage, ** *** ******* ******* ** **********, and by phone at 833-755-2066, using our automated system. After review, we determined that the online website is working properly and there were no system issues detected. 

  
  We received funds in the amount of $300.00 on February 8, 2024, that were submitted through our website as an additional Principal payment. At that time, the monthly payment due on February 1, 2024 had not been received. Therefore, the funds in the amount of $300.00 were placed in the unapplied funds account according to the payment hierarchy and the 
  If you are a successor in interest (received the property from a relative through death, devise, or divorce, and you are not a borrower on the loan) that has not assumed, or otherwise become obligated on the debt, this communication is for informational purposes only and is not an attempt to collect a debt from you personally. 
  If you are a successor in interest (received the property from a relative through death, devise, or divorce, and you are not a borrower on the loan) that has not assumed, or otherwise become obligated on the debt, this communication is for informational purposes only and is not an attempt to collect a debt from you personally. 

  documents executed at loan closing. Funds can be placed in the unapplied funds account if the funds are insufficient to be applied as a monthly payment or if we are not informed of where the payment is to be applied. A letter dated February 9, 2024 was sent to you with information that the funds were placed in the unapplied funds account and the amount needed to bring the account current was $2,447.16. 

  
  On February 9, 2024, funds in the amount of $2,747.16 posted to the account that were also submitted through our website. These funds were applied toward the Februaryl, 2024 monthly payment. As a result of this payment, the above referenced unapplied funds in the amount of $300.00 was adjusted on February 12, 2024 and reapplied as a Principal payment. Please note that no interest is collected on unapplied funds as stated in your correspondence. 
  Our records show that the account was enrolled in our autopay program on February 8, 2024 through our website. The first scheduled payment in the amount of $3,047.16 posted to the account on March 1, 2024 in which an amount of $2,747.16 was applied toward the March 1, 2024 monthly payment and an amount of $300.00 was applied as a Principal payment. Our review also determined that no letter was sent to you with information that the autopay would be cancelled if you continued to log onto our website. 

  
  As of the date of this letter, the account is due for the April 1, 2024 monthly payment. 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 appropriate to its status and we dispute the allegations in your correspondence. 

  
  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 error occurred because you were provided with multiple payment options to avoid any delayed payment being posted to the account. At the time the funds in the amount of $300.00 were received, the loan was due for the February 1, 2024, monthly payment totaling $2,747.16. It was determined that no letter was sent to you with information that the autopay would be cancelled if you continued to log onto our website. You have the right to access the documents we used in this investigation and we have enclosed them. The documents enclosed are: 

  
  • First Mortgage Statement • Unapplied Funds Letters (2) • Welcome Letter 
  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, 

  
  John *****

   Customer Relations Specialist CrossCountry Mortgage
  

• Initial Complaint

  Date:02/28/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/28/24 company has called me six times today..i keep asking them to remove from their call list...they agree to remove me..but continue to call. I feel that i am being harassed by this company.

  

  Business Response

  Date: 03/04/2024

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

  This letter is in response to your complaint filed with the Better Business Bureau
  (BBB) on February 28, 2024, and directed to CrossCountry Mortgage, LLC
  (CrossCountry) on February 29, 2024. I have been asked to respond to your
  concerns, and I appreciate the opportunity to do so.

  Per your request, we updated our database to remove you from our marketing lists
  based on the information you provided in the BBB complaint. 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.

  We appreciate your feedback and thank you for bringing this to our attention. 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 via
  email at *********************.

  Best regards,
  Lauren ****
  Customer Relations Manager