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
- 299 total complaints in the last 3 years.
- 91 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:02/27/2024
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.
Unable to reach a human at new mortgage loan servicer, CrossCountry Mortgage, LLC. Address is **** ******* ****** ***** ******* *** ****** I am attempting to access loan information on website, which keeps directing my browser to old servicer, which was CrossCountry Mortgage, DMI. I have not received any tax information for interest paid last year from previous servicer. I also must understand how to reach a human while this servicer is managing the loan.
Business Response
Date: 03/25/2024
Dear ******* *. *******:
We received your concerns you submitted through the Better Business Bureau (BBB) on March 7,
2024, and we are sharing with you what we found after an investigation into your concerns.
Interactive Voice Response System (IVR) Authentication Restriction
In your correspondence, you detailed your concerns regarding your loan transfer experience. You
stated that you were not able to reach a live agent with CrossCountry Mortgage via the phone
system. You stated that you are attempting to access loan information on the website, which
continues to direct you to the prior servicer. You state you have not received any tax information for
interest paid last year from the prior servicer, and you request information to reach a CrossCountry
Mortgage agent. We apologize for any inconvenience this may have caused.
A review of the account determined on February 1, 2024; a pre–Welcome Letter was sent via
standard United States Postal Service (USPS) to the mailing address on file. The Welcome Letter
advised effective February 1, 2024, your mortgage has been transferred to CrossCountry
Mortgage, LLC. The letter provided you with your New CrossCountry Mortgage Loan Number as
referenced above as well as how to create your online account at
************************************** and advised the new online experience would be
ready February 9, 2024. The letter detailed how to make a payment and further advised we
would send more information about the transfer in your mailbox within the next few weeks and
your new CrossCountry Mortgage statement not long after that.
A further review of the account reflects the loan boarded into our loan servicing platform on
February 7, 2024. Upon transfer of the loan servicing, the account was due for February 1, 2024,
monthly contractual payment.
On February 9, 2024; a post Welcome Letter was sent to the mailing address on file. The
Welcome Letter advised that as of February 1, 2024, CrossCountry Mortgage would be servicing
your mortgage loan. The letter advised of the website
************************************** to register an online account and listed the contact
information listed on the account with a request to review and verify the information. The letter
advised the contact information can be updated by signing into your online account and
detailed the payment features, and information available via your online account such as escrow
information and year-end tax documents.
We have enclosed a copy of the 2023 Year-End Mortgage Interest Statement issued by the prior
servicer. To date the account is current and reflects the next monthly installment is due for April
1, 2024, in the amount of $505.28. The account is enrolled in automatic AutoPay (ACH) effective
February 8, 2024, and shows the next draft date of April 1, 2024.
On March 21, 2024, a Customer Relations agent called you; however, the call attempt was
unsuccessful due to an answering machine being reached; therefore, the agent left a voicemail
message with the contact information for future reference.
We understand you may have experienced a misunderstanding or miscommunication during
your previous contacts with CrossCountry Mortgage, and we appreciate the opportunity to
clarify this matter. However, your correspondence did not provide the contact number you
attempted to call to reach us regarding your account. Therefore, we are unable to investigate
any phone issues specific to the phone number by which you were unable to reach us.
Additionally, our Interactive Voice Response (IVR) system has been updated to prevent
unauthorized parties from gaining account information. The update included our customers
being automatically verified when calling from a phone number already associated with the
account. If the IVR system does not recognize the phone number, you will be required to provide
your full loan number, or your full social security number to be connected to a live agent. The
call will not be connected to an agent until one of these verification items has been provided. In
the event one of these verification items is not provided, you will receive a message to call back
with the required information and the call will be disconnected to help prevent unauthorized
access to your account.
If you have any questions, please contact our Customer Service Department at ************ or via
mail at **** ***** ** *** ***** ******* *** ******* *********** ** *****. Our hours of operation are
Monday through Friday from 7 a.m. to 8 p.m. (CT). Visit us on the web at
************************************** for more information.
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 as the Interactive Voice Response (IVR) was updated as described above.
Additionally, the transfer of servicer notices were issued as required and the transfer
process was properly handled. You have the right to access the documents we used in
this investigation, and we have enclosed them. Those documents are:
• Welcome Letters (2)
• Prior Servicer Year-End Statement
• Transaction History
I hope this information is helpful and addresses your concerns. If you have any specific questions
about the information I have provided, please contact me directly, using the information below.
Sincerely,
Cara E****
Customer Relations Specialist
CrossCountry Mortgage, LLCInitial Complaint
Date:02/06/2024
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 Mortgage is engaging in fraudulent behavior. They have manipulated the appraisal process and had it reviewed 3x until they got the number they wanted. They've called my real estate agent zero times until she's called to complain. They've charged additional fees for closing and claimed we should've known. Incredibly unprofessional across the board.Business Response
Date: 04/09/2024
Dear **** ******* ******** **:
This letter is in response to your complaint that was filed with the ******** *********
********** ****** (****) and the Better Business Bureau (BBB) on February 6, 2024,
and directed to CrossCountry Mortgage, LLC (CrossCountry). I have been asked to
respond to your concerns, and I appreciate the opportunity to do so.
We take all complaints seriously and appreciate all the information you have
provided. We thank you for allowing us the opportunity to investigate this matter
further, as we pride ourselves on maintaining professionalism and being transparent
with our customers. We value all our customers and hope to assist them in achieving
the goal of owning a new home while adhering to federal guidelines.
Please be aware that obtaining a pre-approval is the first step in one’s journey of
purchasing a home; however, 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 of additional information received during the loan review process. A loan
review is subject to final underwriting approval.
Our records indicate that your conventional mortgage loan with CrossCountry was
approved and originated on February 8, 2022.
We issued the initial loan documentation, including the initial Loan Estimate (LE) and
the Acknowledgment of Intent to Proceed disclosure, on January 11, 2022. The
documentation was viewed and executed by you that same day. We then proceeded
with ordering an appraisal that same day.
On January 18, 2024, the inspection of the property took place, and the appraisal
report was completed on January 24, 2024, reflecting a valuation of $106,000.00.
Due to compliance reasons, appraisals cannot be ordered directly; therefore, we use
an appraisal management company (AMC) to assign the appraisal request to an
appraiser/appraisal company, review the appraisal report, and complete the invoices.
Upon receipt of the appraisal report, we discovered errors with the spelling of your
last name, labeling of rooms, and notation of dampness that was checked incorrectly.
As such, we requested the appraisal report to be updated.
On January 23, 2024, we issued the preliminary Closing Disclosure (CD), detailing
the costs and fees associated with the mortgage loan and the estimated closing date
of January 31, 2024. We received information from the title company, also referred
to as the settlement company, with their individualized fees that are passed on to
you as part of your closing costs.
On or around January 29, 2024, the appraisal report was updated to reflect a new
valuation of $98,500.00, as the appraiser adjusted for the inferior condition of the
siding on the property upon further review of the comparable properties in the area.
Per the statement made by the appraiser, all the comparable properties were
weighted equally based on living area, site size, basement, and additional bathrooms.
Upon receipt of the updated appraisal report on January 30, 2024, our Loan Officer,
***** *******, contested the new valuation, and our underwriter requested an
appraisal desk review and an additional field review due to the large discrepancy
between the two valuations. This was also requested as the new, lower value of the
property would require significant additional down payment funds in order to proceed
with the loan.
On February 5, 2024, we issued a revised CD disclosing the cost of the appraisal desk
review in the amount of $175.00, and an updated estimated closing date of February
6, 2024. Upon completion of the appraisal desk review, it was found that the initial
appraiser did not provide a complete cost analysis, and the appraised value was set
at $106,000.00. Due to the issues with the appraisal, an appraisal field review was
required, resulting in an additional fee of $350.00 to be included with the closing
costs. As such, a revised CD was issued on February 7, 2024, disclosing updates
made to the settlement charges including the field review fee of $350.00.
On February 8, 2024, we issued the closing documentation, including the final CD,
disclosing the costs and fees associated with the mortgage loan. Please note that
page two of the final CD disclosed the lender credit of $525.00 paid by CrossCountry,
reducing the total amount of the closing costs. Additionally, on February 8, 2024, you
viewed and executed the closing documentation, accepting the terms of the offer
provided by CrossCountry. Furthermore, we were able to lower your total cash to
close amount at closing compared to the original loan estimate figures.
Date Document Loan Discount Closing Cash
Issued Issued Amount Points Costs to Close
01.11.24 Initial LE $102,820 0.469%=$482 $6,379 $6,559
01.23.24 Preliminary CD $102,820 0.469%=$482.23 $6,738.90 $5,461.22
02.05.24 Revised CD $102,820 0.469%=$482.23 $7,484.82 $6,207.14
02.07.24 Revised CD $102,820 0.469%=$482.23 $7,814.86 $6,537.18
02.08.24 Final CD $102,820 0.469%=$482.23 $7,181.86 $4,879.82
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. Updates may occur during a review as there are periods during
the loan process that require information from a third party, such as the settlement
company, insurance company, employment verification party, and appraisal
company. Any updates and/or changes required during the loan review were due to
the receipt of additional documentation and presented to you in a timely manner.
Regarding the appraisal report concerns, after further investigation, we did not find
any evidence of fraud or other violations committed by CrossCountry accepting the
appraisal as credible and reliable. Additionally, and per the ****, please know that
during a mortgage loan review, a lender may require an appraisal and may require
the borrower to pay for it. This is standard practice for a lender. Furthermore, no
payments are made to CrossCountry for an appraisal report. The fee for an appraisal
report is a fee charged by the AMC and made to the AMC to provide payment to the
assigned appraisal company completing the inspection of the property.
At this time, we are unable to honor your request for financial compensation.
Customer service is of the utmost importance, and we sincerely regret that we did
not meet your expectations. Our representatives are trained not only to be
knowledgeable, but also courteous, diligent, 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.
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 you may also email *********************. For further information regarding
the servicing of your loan, please contact the Customer Service Department at
833.755.2066.
Best regards,
Lauren ****
Customer Relations ManagerInitial Complaint
Date:02/02/2024
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 have asked them to stop contacting me regarding my mortgage refinance. I have asked them repeatedly to take me off their list, I've filed my number on the "do not call" registry but I still get several calls and texts per day. I block their number and they call back on a different number. PLEASE STOP!!Business Response
Date: 02/09/2024
Dear ***** *********:
This letter is in response to your complaint filed with the Better Business Bureau
(BBB) on February 2, 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 November 19, 2023, you filled out a lead form
regarding your interest in a refinance mortgage loan that ********** notified
CrossCountry. ********** allows mortgage companies the ability to outsource their
online marketing and lead generation. ********** 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 a mortgage loan.
However, 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 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 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 you may also email
*********************.
Best regards,
Lauren H***
Customer Relations ManagerInitial Complaint
Date:01/30/2024
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 experience with Cross Country Mortgage in *********, ***** ******** has been nothing short of a financial nightmare. The preapproval they provided turned out to be a grossly inaccurate estimate, leading to substantial financial losses for my family. We were initially assured that we could purchase a home for up to $390,000 with no contingencies. However, just two weeks before the scheduled closing, everything unraveled.
First and foremost, the preapproval failed to disclose critical information that, in ***** ********, is essential due to its due diligence state status. We lost over $5,000 in due diligence fees, inspection costs, and appraisal fees due to their negligent miscalculations. This oversight is unacceptable, as accurate preapproval information is the foundation of any home-buying process.
To add insult to injury, we were blindsided by a sudden change in requirements. We were told that we had to either sell our existing home or pay off an unexpected $20,000+ in debt, a condition conveniently omitted during the preapproval process. Such a significant financial burden should have been transparent from the beginning, allowing us to make informed decisions about our future.
As if these major discrepancies weren't enough, more mistakes surfaced as we delved deeper into the details. Additionally, the down payment they quoted us turned out to be double the initially provided amount, demonstrating a huge lack of attention to detail on their part. Unfortunately, we aren’t the only people this has happened to.
After posting a negative review recently we were told were told they would be investigating our issues a month later and we still have heard nothing back and no one answers the phone in the complaint department. In the end, this experience with Cross Country Mortgage in ********* has not only cost us a significant amount of money but also subjected us to unnecessary stress and uncertainty.Business Response
Date: 02/29/2024
Dear ***** **** ******** and ****** ****** ********:
This letter is in response to your complaint filed with the Better Business Bureau
(BBB) on January 30, 2024, and directed to CrossCountry Mortgage, LLC
(“CrossCountry”) on January 31, 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.
Our records indicate that we addressed your concerns about the mortgage loan
review in our response letter dated January 26, 2024. At this time, our stance
remains the same, as CrossCountry properly handled the mortgage loan. As such,
we are unable to honor your request for monetary compensation.
Please be aware that obtaining a pre-approval is the first step in one’s journey of
purchasing a home; however, 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. A loan review is subject to final underwriting approval.
After further investigation, it was confirmed that we received income documentation
well after going under contract with the seller. After reviewing all the documentation,
it was found that the tax documentation exhibited discrepancies with both the income
provided by you and the 1099s provided. Having discovered that information and
upon further review, we provided alternative options, such as selling your other
property, paying off debt, or providing a lease on the vacated property, to move
forward with the loan review. However, you opted to withdraw your mortgage loan
application with CrossCountry.
As mentioned in our prior response letter, dated January 26, 2024, our records
indicate that we issued the initial Loan Estimate (LE) and the revised LE on November
20, 2023, and November 27, 2023, respectively. The figures presented during the
loan review were based on the best information available at that time.
Any updates and/or changes required during the loan review were due to the receipt
of additional documentation and presented to you promptly. Information that was
provided to you at the initial preapproval was based on the information provided to
us upon the completion of the preapproval application at that time.
Additionally, the initial loan application executed by you on November 20, 2023,
states that the status of the subject property of ***** ********* ****** ******
******** ********* ***** was pending sale. As such, this could be considered when
calculating your debt-to-income (DTI) ratios to ensure you are within the permittable
limits set forth by federal guidelines.
Please be aware 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, including earnest money, 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.
Customer service is of the utmost importance, and we sincerely regret that we did
not meet your expectations. Our representatives are trained not only to be
knowledgeable, but also courteous, transparent, and responsive. Your comments
have been forwarded to the appropriate department. Our goal is to provide you with
the customer service you expect in the future.
If you feel your financial situation has changed and/or are still interested in pursuing
a mortgage loan with CrossCountry, please feel free to contact our headquarters at
877.351.3400, and we can connect you with one of our senior loan officers for further
assistance.
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 you may also email *********************.
Best regards,
Lauren ****
Customer Relations ManagerInitial Complaint
Date:01/24/2024
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.
Crosscountry mortgage recently sent notification of change to their mortgage servicing to *********. Soon after i receive notification that there is a data breach at ********* and my information was leaked. Now when I try to log in to pay my mortgage it asked for my SSN and DoB. When I call the customer service number (833-755-2066), I keep get the automation run around. It is impossible to get a human on the phone. Clowns are running this company who has assess to to my personal information! Need help!Business Response
Date: 02/06/2024
Dear **** *. ********:
We received your concerns you submitted to the Better Business Bureau (BBB) on January 24, 2024,
and we are sharing with you what we found after an investigation into your concerns.
Summary and Resolution
In your correspondence, you state that CrossCountry Mortgage sent you a notification advising you of
the loan transfer. You state soon after the transfer there was a data breach. You state that now when you
attempt to log into your online account to make your monthly payment you are asked for your social
security number and date of birth. You state that when you call the Customer Service Department you
cannot reach a representative. You expressed your concerns regarding the security of your personal
information. You request a correction be done to your credit report.
After reviewing your account, we found that on January 10, 2024, a Welcome Letter was sent to you
advising you of the loan transfer that took place on January 1, 2024. The letter advised you that your loan
was due for the March 1, 2024 monthly payment of $1,629.50. Additionally, the letter provided you
instructions on how to register for your new online account and verify your contact information.
Our records do not reflect any contact attempts to our Customer Service Department. Please keep in
mind that you have the option to contact the Customer Service Department directly at 833-755-2066
Monday through Friday from 7 a.m. to 8 p.m. (CT). Additionally, you have the option to set up your online
account at **************************************.
Further review determined, there is no evidence of a data breach incident that took place after the
transfer of your loan on January 1, 2024. Additionally, we have determined that negative reporting for this
loan has not occurred. We have enclosed the payment history for your review, if you find out records do
not match your records please advise the month incorrect reporting occurred to allow additional research
to be conducted. It is important to note that Cross Country Mortgage will continue to keep your personal
information secured. As a result, you may be asked to provide identifying information to ensure your loan
security at all times. With respect to the misunderstanding you detailed in your inquiry, we recognize that
we may not have been sufficiently clear in our prior communications and appreciate the opportunity to
clarify the matter.If you have any questions, please contact our Customer Service Department at 833-755-2066 or via mail
at **** ***** ** *** ***** ******* *** ******* *********** ** *****. Our hours of operation are Monday
through Friday from 7 a.m. to 8 p.m. (CT). Visit us on the web at
************************************** for more information.
I hope this information is helpful and addresses your concerns. If you have any specific questions about
the information I have provided, please contact me directly, using the information below.
Sincerely,
Katya *******
Customer Relations Specialist
CrossCountry Mortgage, LLCInitial Complaint
Date:01/23/2024
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 purchased a property in May 2023 by Cross Country LLC. I ran into some issues with making payments on my loan December 2023 due to the property being a renovation project that I have to make payments on. I was offered a loan modification by cross country to 40 years. I got a letter stating that my loan was transferred from CrossCountry in **** ****** ** to Cross Country ********** **. After the loan was transferred I was told to wait for communication in the mail. I got a letter December 18 stating that I should make my new payment to CrossCountry in Lake Zurich no later than February 1 2024 to start my modification. I called in Janurary to inquire about my Janurary payment because the letter did not have anything about that. I also did not have access to my online account. I was told that I should do what the letter says and make the payment for Feb 1. After a few days have gone by and I now have access to my online account, it shows that I owe January balance for a full amount. I called CrossCountry in ********** and they stated that they are unsure (?) if I owe that balance. I do not want any negative marks on my credit and CrossCountry does not know their head from their feet. There is so much miscommunication and now I possibly owe a balance that I was told several times I did not owe. I am also a realtor and have closed 3 clients deals with cross country and best believe I will be advising all of them to do. FHA streamline to a new lender. This is ridiculous. Please help!Business Response
Date: 02/06/2024
Please see the attached response letter and the enclosures regarding the customer's concerns.
Dear ****** *****:
We received your concerns submitted by the Better Business Bureau (BBB) on January 26, 2024,
and we are sharing with you what we found after an investigation into your concerns.
Modification
In your correspondence, you stated that you were having some issues with making your
payments and that you were offered a loan modification; however, the loan servicing for the
above-referenced loan was transferred. You stated that are unable to verify the past due balance
and status of the loan modification. Furthermore, you do not want any negative reporting due to
this uncertainty.
After reviewing your account, CrossCountry Mortgage began servicing the loan effective January
1, 2024. A pre-Welcome Letter dated January 1, 2024, was issued, and sent via mail to the address
on file. As stated in this letter, there will be no late fees or negative credit reporting for payments
received during your first 60 days with us.
Our records reflect this same day, you called in to inquire about the loan transfer and status of the
modification; therefore, you were connected with a Loss Mitigation agent for further assistance.
You were informed that the loan was still in the process of boarding; and therefore, the full details
of the modification were not available to view on your account.
Our records reflect on January 9, 2024, the account was updated to reflect a potential prior
servicer modification was in review at the time of the transfer and documents were pending from
the prior servicer. A post-Welcome Letter dated January 10, 2024, was issued, and sent via mail to
the address on file. The letter advised that the account was in good standing and the total amount
of $3,648.42 was due on January 1, 2024. The letter further advised on page 3, that your total debt
as of January 1, 2024, was $531,687.61. and a breakdown of the outstanding balance was provided.
The letter further advised that we received information that your loan is under review for apayment solution and that the paperwork regarding your desire to get a permanent payment
solution had been shared with us by the prior servicer. It stated we will contact you within 30 days
of the transfer of your loan to answer any questions or to address any concerns that you may have.
We have enclosed a copy of the Welcome Letters and Transaction History for your review.
On January 23, 2024, you called in to inform us that a payment was sent that same day for
February 2024. You stated that a modification was in process with the prior servicer. The agent
attempted to connect you with a Loss Mitigation agent for further assistance. As no agents were
available, the expectation was set that you would receive a call back within 48 business hours.
The account shows on January 25, 2024, an agent called you to follow up regarding your Loss
Mitigation questions. You inquired about the status of the prior servicer modification and stated
that you expected the first payment for the modification to be due February 1, 2024, and not on
January 1, 2024. You were advised that the status of the account showed due for the January 1,
2024, monthly installment; however, a review for an in-flight modification may take up to 30 days
to be completed. Once the review has been completed, we will be able to confirm the terms of the
payment solution. You confirmed that there were no further questions and ended the call.
Upon receiving the necessary information from the prior servicer on January 29, 2024, it was
determined the loan was approved for a Disaster Federal Housing Administration (FHA) Trial Plan.
The 3-month trial payment schedule shows each payment is due on the first day of each month in
the amount of $3,190.00 effective February 2024 through April 2024. The account currently reflects
the first trial period payment was received for February 1, 2024, in the amount of $3,190.00 was
received effective January 31, 2024, and is next due for March 1, 2024, in the amount of $3,190.00.
Upon completion of the trial plan, the final modification agreement will be drafted and sent to you
to review, execute, and return to CrossCountry. Upon receipt of this agreement, CrossCountry will
modify the loan accordingly.
It is our goal to ensure we offer our customers an excellent customer experience and we look
forward to continuing to service your Mortgage loan.
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, no error occurred. Upon receipt
of the information from the prior servicer, the loan was updated to reflect the approval
of a trial payment plan. You have the right to access the documents we used in this
investigation, and we have enclosed them. Those documents are:
• Welcome Letters (2)
•
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, using the information below.
Sincerely,
Cara *****
Customer Relations Specialist
CrossCountry Mortgage, LLCInitial Complaint
Date:01/23/2024
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.
We submitted our insurance settlement check to the loss draft department, filled out all of the documents, received first disbursement of ~$8000 but when we submitted end of quotation and all work complete to have the final disbursement they transferred our loan to a different business unit and the original business unit did not transfer all of the previously submitted documents. The new and current business unit has done nothing but delay the resolution. It is my understanding that this is a common practice used to retain funds so that the bank can continue to draw interest on the funds. The work has been completed and I have contractors that require payment and I need to be reimbursed for the funds that I have spent and this underhanded practice needs to be called out and published.Customer Answer
Date: 02/08/2024
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.
This response is idiotic, it does not address my issue about how CCM sold the loan to a different business unit and how we had to start all over again, thus delaying payment to the roofing contractor and myself. Additionally you now claim the funds were sent but sent a check for $24,000 to my Bankruptcy attorney with no tracking nor signature requirements but rather just regular **** mail and it has been over 10 days with no word from them that any check was received. Further at no time did CCM inform me that an exception could have been granted to send the insurance claim check directly to me, which considering their failure to allow the original business unit to finish the work, would have been the least they could have done. Overall this Company has failed to provide a timely resolution to this problem, FAILED!
Regards,
**** *******
Business Response
Date: 02/16/2024
Dear **** *. *******:
We received your correspondence on January 25, 2024, through the Better Business Bureau
(BBB), and we are sharing with you what we found after an investigation into your concerns
Loss Draft Funds.In your correspondence, you stated that you submitted your insurance settlement check to the Loss
Draft Department, filled out all of the documents, and received the first disbursement of $8,000.00,
but when you submitted the document to have the final disbursement, the loan was transferred.
You requested the release of the insurance settlement funds without further delay. After review, we
found that the account currently shows an active bankruptcy status. Therefore, we will be providing
a response letter to your bankruptcy attorney regarding your concerns. Please contact your
bankruptcy attorney regarding our response to your concerns submitted to the BBB.If you have any questions, your Dedicated Loan Specialist is ****** ***** and she can be reached
at 1-833-755-2067 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, LLCCustomer Answer
Date: 02/16/2024
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 am closing this complaint with a final rejection, CCM continues to send the same idiotic responses to my attorney that fails to acknowledge, nor offer any explanation for their handling of this matter.
Regards,
**** *******
Initial Complaint
Date:01/18/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Home purchased May 2022 and we immediately filed for and received 100% property tax exemption. Notified mortgage company of the 100% tax exemption and provided all required documentation to the mortgage company and requested mortgage company remove property tax from mortgage payment. However mortgage company unwilling to remove the property tax from our monthly mortgage payments and appears to continue to ask for updated tax letter after already having received it. Request mortgage company acknowledge 100% propter tax exemption and remove property tax from mortgage payments.Customer Answer
Date: 01/26/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
**** ******Business Response
Date: 01/29/2024
Dear **** * ****** and ***** **** ******:
Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau (BBB), which we received on January 19, 2024. In your correspondence, you stated that you purchased your home in May of 2022 and immediately filed for and received a 100% tax exemption. You notified CrossCountry Mortgage, LLC, and requested to have your property taxes removed from your mortgage payment. However, your request was not completed. We have reviewed your concerns, and our response is indicated below.
Your account reflects a request that was submitted on April 26, 2023, to have your tax status updated to exempt but was denied due to the need for additional information. A letter was sent the same day advising you that we were unable to make the adjustments without an estimated tax amount from the assessor. We have included a copy of this letter for your convenience. A letter was also emailed to you on May 9, 2023, at ************************,.advising: After reviewing your documents, we concluded that as your loan disbursed a payment of $2,915.53 to the ***** County Tax Collector on December 19, 2022, there cannot be changes at this time to prevent a shortage without proper bill tax amounts for your 2023 disbursements.
Our records show that your taxes have been adjusted to reflect tax-exempt, an escrow analysis has been completed, and an escrow analysis statement will be mailed to you within the next ten business days. The analysis determined an escrow surplus of $5,413.03, which will be issued to you with the analysis. Your new payment amount effective for February 2024 will be $3,717.07.Your new monthly payment breaks down as the following:
Principal and Interest: $ 3,319.10 County Taxes: $ .01 Hazard Insurance: $ 274.75 PMI Insurance: $ 120.21 Total Payment: $ 3,714.07
Since your county taxes are an escrowed item, as a placeholder, our records reflect that a county tax payment of $0.06 is due in December 2024, but no payment will actually be disbursed at that time.
We apologize for any inconvenience or frustration this may have caused.
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,
Candy K. Complaint Resolution Research DepartmentInitial Complaint
Date:01/13/2024
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.
We have been in the process of mortgage assumption for our property in ******** since June 2023. On December 18th, our buyers sent all of the closing disclosures to Cross Country Mortgage. We were supposed to close on our property on January 5th.
I called the people we were working with since June who were calling themselves Cross Country Mortgage, all of their voice-mail was answering as Cross Country Mortgage and they told me that our loan had been purchased as Cross Country Mortgage and that they could not give me any more information than a general phone number to call.
I called the general number and that person could not confirm whether our assumption was transferred as we were supposed to be closing that day. Our title company called Cross Country Mortgage and spent 2.5 hours on the phone with them and they could not find either our Mortgage or identify anyone who could confirm the assumption so that we could close on January 5th.
On January 11th, I called the corporate office rather than customer service and they were very apologetic and apparently this has impacted thousands of veterans who are in the assumption process.
We were supposed to close January 5th and Cross Country Mortgage is the only thing holding up this transaction.Business Response
Date: 03/13/2024
Dear ****** * ******* and ****** * *******:
This letter is in response to your complaint filed with the Better Business Bureau (BBB) on January 13, 2024, and directed to CrossCountry Mortgage, LLC (CrossCountry). This letter is also in response to your complaint filed with the Consumer Financial Protection Bureau (CFPB) on February 6, 2024, and directed to CrossCountry. I have been asked to respond to your concerns, and I appreciate the opportunity to do so. Our records indicate that we responded to your concerns in our response letters dated December 5, 2023, February 23, 2024, and February 28, 2024. We have enclosed these response letters for your reference. We appreciate your patience while the file is being reviewed by our Underwriting Department. Customer service is of the utmost importance, and we sincerely regret that we did not meet your expectations. 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. At this time, the account is current and reflecting due for the April 1, 2024 payment of $4,184.84. We thank you for bringing these concerns to our attention and hope this response provides you with the clarification you were seeking regarding your concerns. For further information regarding the servicing of your loan prior to January 1, 2024, please contact the servicing center’s Customer Service Department at 877.538.8790. For further information regarding the servicing of your loan after January 1, 2024, please contact the servicing center’s Customer Service Department at 833.755.2066. You may also visit the web at **************************** for more information.
Best regards,
Lauren **** Customer Relations Manager
Initial Complaint
Date:01/11/2024
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 sells mortgages to themselves at the end of the year, then makes it impossible to make payments so they can assess fees and penalties. Last January I contacted them when my January auto draft never came out of my bank account. They told me all was ok, my loan was being “transferred”
and it would come out shortly. It stayed with cross country, but ended up registering as a missed payment and threw my entire payment schedule off. I’ve been trying to resolve this for months. Then, last month they sold my mortgage again- and once again, I’m unable to make a payment. I’ve been trying to make my mortgage payment for almost four weeks. I’ve spent over 14 hours on hold; The website doesn’t allow me to make a payment and says I need to pay by phone. I’ve been given 6 different phone numbers that either give me a new number or say I’m unable to pay by phone. The auto recording tells me to visit the website if I don’t want to wait. There were 3x the recording offered a callback that never happened. The Automatic hold recording stops playing after 25 mins and calls are typically disconnected at 45 mins or go completely silent. I once spent 4 hours on hold, 3.5 in total silence only to have the call just disconnect. I tried to submit a help ticket and even that function doesn't work.
Not sure what sort of racket Cross Country Mortgage is running where they sell mortgages and then make it
impossible to pay, but there has to be some sort of law against this. If there isn’t, there should be.Business Response
Date: 01/31/2024
Dear ********* * *****:
This letter is in response to your complaint filed with the Better Business Bureau on
January 11, 2024, and directed to CrossCountry Mortgage, LLC (CrossCountry). I
have been asked to respond to the 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.
According to our records, the loan boarded to our prior Servicing Center’s system on
March 18, 2021. Per a review of your payment history, payments were received on
a timely basis until the November 2022 payment. The November 2022 payment was
received on November 1, 2022, and reversed due to insufficient funds. The delinquent
notice, dated November 17, 2022, was generated as a result. As such, a late charge
of $115.43 was assessed. The November 2022 payment of $3,001.20 was not
received until November 18, 2022.
This payment was applied as follows:
Principal: $1,187.05
Interest: $1,061.42
Escrow: $ 637.30
Late Fees: $ 115.43
Total Payment Received: $3,001.20
CrossCountry Mortgage, LLC
2160 Superior Avenue
Cleveland, OH 44114
NMLS3029
The January 2023 payment was received on January 3, 2023, for $2,885.77;
however, it was reversed on January 11, 2023, due to insufficient funds. As such, a
delinquent notice, dated January 18, 2023, was issued. The January 2023 payment
was received on March 20, 2023, and subsequent payments were received as follows:
• February 2023 payment was received on April 04, 2023; however, this was
reversed due to insufficient fees.
• March 2023 payment was not received until May 3, 2023.
• April 2023 payment was received on May 3, 2023.
• May 2023 payment was received on June 13, 2023.
• June 2023 payment was received on August 10, 2023.
• July 2023 payment was received on September 21, 2023.
• August 2023 payment was received on November 10, 2023.
• September 2023 was received on December 12, 2023.
In December 2023, the account was reflecting due for the October 1, 2023 payment.
Additionally, we issued a Notice of Servicing Transfer, dated December 15, 2023, to
you informing that the servicing of your loan was being transferred, effective January
1, 2024.
We can confirm that the loan boarded to the new Servicing Center’s system reflecting
due for the October 1, 2023 payment.
On January 11, 2024, you spoke with a representative regarding making a monthly
payment on the account. The representative informed you that we were unable to
process a single monthly payment over the phone due to the status of the account
and any payment submitted would have to be paid with certified funds. The
representative also provided you with the appropriate wire information as well as
the reinstatement amount required to bring the account current at that time.
Please note that also due to the status of the account, we were unable to process a
payment through our website and as stated above, any payment submitted would
have to be paid with certified funds.
On January 17, 2024, you spoke with a representative inquiring about the wire
information. The agent provided you with wiring instructions for you to submit a
reinstatement payment. That same day, we received funds for $11,805.94. The
funds were applied to the account as follows.
• Funds for $2,758.39 were applied to the October 1, 2023 payment.
• Funds for $2,758.39 were applied to the November 1, 2023 payment.
• Funds for $2,758.39 were applied to the December 1, 2023 payment.
• Funds for $2,758.39 were applied to the January 1, 2024 payment.
• Funds for $772.38 were applied to the late fee balance that was assessed to
the account prior to the loan servicing transfer date.
9
On January 29, 2024, we posted another payment for $2,781.27, effective
January 28, 2024, that satisfied the February 1, 2024 payment. As of the date of
this letter, the account is current and next due for the March 1, 2024 payment.
Additionally, the account is not reflecting any remaining late charges due.
Please know you may register online at ************************************** to
submit one-time monthly payments as well as set up recurring monthly drafts.
You may also submit monthly payments using our automated phone service, or
by speaking with a representative.
Regarding your wait time when contacting one of the phone numbers to our new
Servicing Center’s Customer Service Department at 833.755.2067, please accept
our sincerest apologies. The new Servicing Center was experiencing a high
volume of calls due to the transitioning of loans. Please know that your comments
have been forwarded to the appropriate department and this has since been rectified
to ensure we are providing optimal customer service to our customers. Our goal is to
provide you with the customer service you expect in the future.
Additionally, please know that the Servicing Center’s Interaction Voice Response
(IVR) system has been updated to prevent unauthorized parties from gaining
account information. The update included our customers being automatically verified
when calling from a phone number already associated with the account. If the
IVR system does not recognize the phone number, you will be required to provide
your full loan number, or your full social security number to be connected to a live
agent. The call will not be connected to an agent until one of these verification items
has been provided. In the event one of these verification items is not provided, you
will receive a message to call back with the required information and the call will be
disconnected to help prevent unauthorized access to your account.
We hope this response provides you with the clarification you were seeking regarding
your concerns. For further information regarding the prior servicing of your loan,
please feel free to contact the prior Servicing Center’s Customer Service Department
at 877.538.8790.
For further information regarding the new servicing of your loan, please feel free to
contact our new Servicing Center’s Customer Service Department at 833.755.2066
or via mail at **** ***** ** *** ***** ******* *** ******* *********** ** *****.
The 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.
Best regards,
Lauren ****
Customer Relations Manager
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