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:01/07/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Poor customer service regarding call back for an approved lian
Business Response
Date: 02/07/2024
Dear ***** ****** and ******* ******:
This letter is in response to your complaint that was filed with the Better Business
Bureau (BBB) on January 7, 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 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, refinancing a current home,
or obtaining a home equity line of credit (HELOC) while adhering to federal guidelines.
Our records indicate that you inquired about a cash-out refinance loan with
CrossCountry on or around December 23, 2023; however, your interest rate would
most likely increase due to the current market rates and this program would require
taking out a larger loan amount than desired, such as consolidating all loans secured
by this property. As such, your loan inquiry proceeded to be a request for a HELOC
with the fully automated HELOC program offered by CrossCountry on or around
January 2, 2024. This type of loan program is automated online with the inquirer
and/or applicant choosing the terms of the loan offered and/or available. That same
day, the underwriting team reviewed your inquiry and determined that the number
of outstanding liens on the subject property exceeded our program’s threshold.
Therefore, we were unable to move forward with a HELOC at that time.
Additionally, our records indicate that our Loan Officer, ****** ****, reached out to
you explaining that you were not eligible for our HELOC program at that time. During
the conversation, you then inquired about a Reverse Mortgage Loan with
CrossCountry. According to Mr. ****, Mr. **** informed you that based on the
information provided at that time and the program qualifications for a Reverse
Mortgage Loan, no options were available, and if an option became available, Mr.
**** would contact you.
Please know that utilizing the information available at that time, including but not
limited to, the amount owed associated with the subject property was estimated as
$194,012 per the information disclosed on your credit report and the appraisal value
was estimated as $281,824 per the automated valuation model (AVM). These figures
determined that the equity available for the subject property was estimated as 31%,
below the eligibility threshold. At this time, our Reverse Mortgage Loan checklist for
eligibility indicates that a borrower may be required to have at least 50-55% of equity
available in the subject property to move forward with a Reverse Mortgage Loan.
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.
Additionally, if interested, you may contact our Loan Officer, ****** ********, who
specializes in Reverse Mortgage Loans, as Mr. ******** can further discuss any
available options for a mortgage loan, including but not limited to a Reverse Mortgage
Loan. You may contact ****** ******** at ************ or via email at
******.****************.
Customer service is of the utmost importance, and we sincerely regret that we did
not meet your expectations. We can assure you that we are committed to working
with our borrowers who seek a mortgage loan. However, please understand that our
ability to help is dependent on the information that is provided to us at that time.
Our representatives are trained not only to be knowledgeable, but also courteous,
transparent, and responsive. Your comments have been forwarded to the appropriate
department. As you expressed dissatisfaction with the communication received by
our Loan Officer, ****** ****, we intend to continue monitoring Mr. ****’s
interactions with our customers. Please accept our apologies for any inconvenience
you may have experienced. Our goal is to provide you with the customer service you
expect in the future.
We hope 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:11/17/2023
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 did request to be contacted for mortgage info, but I ended up going with a different company. I did not ask to be called 3+ times a day, texted every day. I requested my number be removed from their contact list, but they are still calling several times a day, every single day, from a new number every time. I've blocked every number and they still call 3+ times a day minimum.Business Response
Date: 11/22/2023
Dear ******* ********:
This letter is in response to your complaint filed with the Better Business Bureau
(BBB) on November 17, 2023, and directed to CrossCountry Mortgage, LLC
(CrossCountry). 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, address, or email address you provided.
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, 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 ****
Customer Relations ManagerInitial Complaint
Date:10/23/2023
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.
September 29 of this year I went to pay my home mortgage with a CrossCountry Mortgage. My normal payment is 1799+ some change I usually just pay an even 1800 however this time it was 2064 and some change so I wasn’t sure why it was so much more so I called and talk to a representative Which was the following Monday because when I paid it it was a weekend so that Monday which was October 2 I talk to a representative and they informed me that my escrow had money due so I asked her what the exact amount was and I paid another payment October 2 to go onto the escrow and I paid an extra $11 for her to do it for me on the phone so I can make sure it was right She informed me that since I paid this that it should take 3 to 7 business days and the payment will be adjusted to the normal payment while the following week I looked and it was still the higher payment without the adjustment so I called again and they informed me that they put some type of fee the next day after I paid my escrow balance for $15 and some change so I paid an extra 16 towards it a few days later it’s still the same balance the higher amount so I called again and they keep telling me the same thing that it’s open to review that it would be changed within the next business day and it’s still not being changed and I’m not sure for sure who else to talk to to get this fixed they keep telling me there are the ones that I talk to however they’re not helping me and we are now getting close to the end of the month and my payment will be due again November 1st I cannot afford to keep paying almost $300 more a month on my house payment .Customer Answer
Date: 11/10/2023
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
The consumer has notified the BBB that the issue has been resolved.
Initial Complaint
Date:10/19/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was lied to by the loan officer about the initial paperwork not having a hard inquiry on my credit report. I asked about the relentless phone calls I was receiving on a daily basis and was told that after I submit the remaining paperwork that they would stop?Business Response
Date: 11/13/2023
Dear Joshua *******:
This letter is in response to your complaint filed with the Better Business Bureau
(BBB) on October 19, 2023, and directed to CrossCountry Mortgage, LLC
(CrossCountry). I have been asked to respond to the credit dispute regarding a
CrossCountry credit pull completed on September 22, 2023, and I appreciate the
opportunity to do so.
According to our Loan Officer, ***** ********, who was working on your file, we
received authorization to pull your credit in connection with your joint mortgage loan
inquiry for you and **** *** ******* with CrossCountry. We received your hard credit
consent electronically on September 7, 2023, around 5:25 p.m., Eastern Daylight
Time (EDT).
I was able to confirm the same with CrossCountry’s records indicating we received
your date of birth, present address, social security information, and authorization via
an internet application for your credit report to be pulled.
Thus, CrossCountry complied with regulatory procedures and had a permissible
purpose to run your credit report.
Please know that this mortgage loan inquiry did not lead to an extension of credit
with CrossCountry, nor were you charged for the credit report.
After further investigation, it appears there may have been a miscommunication
regarding when the hard pull of your credit would be completed. This letter will
confirm that we have sent a credit correction to the credit reporting agencies
requesting them to remove the hard credit pull completed on September 22, 2023.
Please allow 1-3 business days for the credit reporting agencies to update their
records. Until their records are updated, you may retain this letter as confirmation of
the submitted correction. Additionally, please note that it may take 60 to 90 days for
third-party credit repair companies, such as ****** *****, to reflect the update. We
apologize for any inconvenience this may have caused.
CrossCountry Mortgage, LLC
2160 Superior Avenue
Cleveland, OH 44114
NMLS3029
Regarding the contact you may be receiving, please be aware that after your credit
report is pulled, it is not uncommon for other lenders to become aware of that recent
credit inquiry. CrossCountry does not share personal information with third parties
for marketing purposes or sell personal information to third parties. However, various
financial institutions and credit providers subscribe to credit reporting agencies and
receive notifications from credit reporting agencies when consumers apply for credit.
As a result, other lenders may contact you with their offers for their loan products. It
is important to understand that these inquiries and subsequent contacts are a
standard part of the lending industry. For optimal assistance regarding other lenders
contacting you, Mr. ******** informed you on how to register on the national do not
contact list.
At this time, if you are still interested in pursuing a mortgage loan with CrossCountry,
please contact our headquarters at 877.351.3400, and we can connect you with one
of our senior loan officers for further assistance.
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 transparent. 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 regardingyour 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:09/21/2023
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.
The company will not stop calling harassing me. I will get severally calls a day from different numbers and different agents. I've asked and demanded to stop being called over and over and they will not stop. I cannot block the number as they keep changing them. I'm on the national opt-out list as well, but they don't care. I just want them to stop calling and harassing me. When I call them and ask them to stop I get hung up on. I want them to stop call and harassing me.Business Response
Date: 10/04/2023
Dear **** ********** *****:
This letter is in response to your complaint filed with the Better Business Bureau
(BBB) on September 21, 2023, 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 June 23, 2023, you filled out an advertisement
and/or lead form on ****** regarding your interest in a mortgage loan that
CrossCountry was notified of. This action allowed us to contact you, as it was deemed
as contact permitted and/or requested by the customer 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, property address, or email address you
provided.Please be aware that if we receive notification that a customer or a potential customer
is permitting and/or requesting contact regarding a mortgage loan with
CrossCountry, we will update our systems to contact that customer or potential
customer, as this is deemed as contact requested by the customer.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 ****
Customer Relations ManagerInitial Complaint
Date:09/16/2023
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.
Mortgage problems
We’re experiencing foreclosure on our home due to mistakes on behalf of Cross Country mortgage and failure to report correct documentation proving we are 100% tax exempt to ******* County tax office. Few months after closing on the home we were billed taxed er weren’t responsible for there for CC mortgage paid them and raised our mortgage payment from $1085 to $1800.that huge increase caused us to stay really behind and now our home goes on the market on Oct 3. We’ve been applying for a deferment from CCM loan solutions department since last year and still no help. Thabey continue denial because they state we don’t turn in proper documentation but we have sent everything that have asked for multiple times over and over and they keep denying us. At this point believe it’s a scam and that are trying to take our homa and put me my veteran husband and my 4 Children under 18 i. The street when we worked so hard for this home. Please help!Business Response
Date: 10/09/2023
Dear ****** ******,
This letter is in response to a complaint submitted to the BBB on September 18, 2023, regarding the above-mentioned property.
Our records show that the loan was referred to our local attorney on September 25, 2023, to initiate foreclosure proceedings. Please contact the following law firm for further information regarding this loan and the foreclosure action ******* ******* * ******** **** ********* **** ***** ******** ** ***** ************
Our records indicate that our loss mitigation department has closed the loss mitigation workstation due to an incomplete package being received. Please be advised that submitted documentation will become outdated and expire 90 days after the date on which the document was generated. The issue seems to be the documents are being received late, making the application incomplete. Enclosed please find copies of the Loss Mitigation Department's request for missing documents letters that were sent to the borrower on, August 07, 2023, August 10, 2023, August 14, 2023, August 16, 2023, August 21, 2023, August 22, 2023, August 23, 2023, August 25, 2023, August 30, 2023, September 07, 2023, and September 14, 2023.
Foreclosure referral will not occur while a complete loss mitigation package is being reviewed or if we extend you an offer for a home retention workout option. Since a complete loss mitigation package was not received, the foreclosure was referred to on September 25, 2023.
THIS DOCUMENT IS AN ATTEMPT TO COLLECT A DEBT, AND ANY INFORMATION OBTAINED WILL BE USED FOR THAT PURPOSE. PLEASE NOTE, HOWEVER, THAT IF YOU ARE A DEBTOR IN AN ACTIVE BANKRUPTCY CASE OR HAVE RECEIVED A DISCHARGE IN BANKRUPTCY WITH RESPECT TO THE ABOVE-REFERENCED MORTGAGE LOAN, THIS LETTER IS FOR INFORMATIONAL PURPOSES ONLY AND IS NOT A DEMAND FOR PAYMENT OR AN ATTEMPT TO COLLECT A DEBT FROM YOU IMAGE SERVICINGAfter reviewing your concerns regarding your tax exemption status, please note your ******* County taxes are an escrowed item and have been updated to reflect no payment disbursal due to 100% exemption. Please note, we have not yet received any refund for overpayment for your taxes. Please contact your taxing authority to confirm how the overpayment refund will be processed.
Our records indicate we analyzed your escrow amount on February 23, 2023, which determined a shortage of $2,562.15. Your escrow balance at the time of the analysis was a deficit of $1, 973.03, when $589.12 was required. As such, we spread the escrow shortage over a period of 12 months to allow ample time for you to pay it off. Effective with your April 2023 payment, we began collecting $213.51 with your monthly payment to be applied towards your shortage of $2,562.15.
Effective with your April 2023 payment, your new payment amount is $ 1,291.41.
Principal and interest: $1,012.44 Homeowners insurance: $65.46 Shortage Payment: $213.51 Total Payment: $ 1,291.41
Additionally, when your escrow account is analyzed, the amounts used to estimate your taxes and insurance for the coming year are based on the bills we receive from your taxing authority and insurance carrier, if available, or the previous years disbursements. As both taxes and insurance premiums can fluctuate from year to year, the amount needed to collect for your escrow account can change as well. As such, the monthly collection amount for your insurance decreased from $196.42 to 65.46.
An escrow analysis letter was sent to you on February 27, 2023, indicating that we have adjusted your account accordingly. A copy of that letter is enclosed for your reference.
Pursuant to your request, a response was mailed to you responding to your prior correspondence regarding the same matter. Please see copies of the letter sent to you on September 15, 2022.
Please let us know if you have any further questions or concerns regarding this matter. You may contact our Customer Service Department at 1-877-538-8790.
Sincerely,
Default Litigation Specialist
Enclosure (s)
THIS DOCUMENT IS AN ATTEMPT TO COLLECT A DEBT, AND ANY INFORMATION OBTAINED WILL BE USED FOR THAT PURPOSE. PLEASE NOTE, HOWEVER, THAT IF YOU ARE A DEBTOR IN AN ACTIVE BANKRUPTCY CASE OR HAVE RECEIVED A DISCHARGE IN BANKRUPTCY WITH RESPECT TO THE ABOVE-REFERENCED MORTGAGE LOAN, THIS LETTER IS FOR INFORMATIONAL PURPOSES ONLY AND IS NOT A DEMAND FOR PAYMENT OR AN ATTEMPT TO COLLECT A DEBT FROM YOU PERSONALLY.Initial Complaint
Date:09/08/2023
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 applied for a pre approval on 8/15/23. I was told I would be contacted within 3 days. After a week and not hearing from anyone, I called the customer service number and was given the name, phone number and email address of the person working on my file. I called the gentleman twice and left voicemail messages as well as sent an email asking for any update. After again never hearing back, I called the customer service number again on 9/5/23 and provided the person my name, phone number and email address and was told they would escalate and have someone call me. I yet again have yet to hear from anyone. It has been almost a MONTH with zero responses from anyone nor a resolution. I would like their inquiry removed from my credit report and I will NEVER be attempting to business with such a terrible company ever again.Business Response
Date: 09/22/2023
Please see the attached response letter regarding the customer's concerns.
Dear ****** * ******:
This letter is in response to your complaint filed with the Better Business Bureau
(BBB) on September 8, 2023, and directed to CrossCountry Mortgage, LLC
(CrossCountry) on September 11, 2023. I have been asked to respond to the credit
dispute regarding a CrossCountry credit pull completed on August 15, 2023, and I
appreciate the opportunity to do so.According to our Loan Officer, **** *********, who was working on your file at that
time, and our Loan Advisor, **** ********, we received authorization to pull your
credit in connection with your mortgage loan inquiry with CrossCountry. We received
your hard and soft credit consent verbally on August 15, 2023, around 11:00 a.m.,
Eastern Daylight Time (EDT).I was able to confirm the same with CrossCountry’s records indicating we received
your date of birth, present address, social security information, and verbal
authorization for your credit report to be pulled. Thus, CrossCountry complied with
regulatory procedures and had a permissible purpose to run your credit report.However, our records indicate that only a soft credit pull was completed. According
to ********, a soft inquiry will not impact your credit score as it is not attached to a
specific application for credit. Therefore, regardless of the amount of soft inquiries
completed, they will not impact your credit score. If you believe a hard credit pull
was completed resulting in a hard inquiry on your credit report, please remit a copy
of your complete credit report to our Customer Relations Team using the contact
information listed in the closing paragraph to allow us to further investigate.Additionally, please know that on August 21, 2023, shortly after receiving your
information, **** ********* was no longer employed with CrossCountry. Furthermore,
as mentioned above, the credit pull completed did not affect your credit score, you
were not charged for the soft credit pull, and this mortgage inquiry did not lead to an
extension of credit with CrossCountry.If you would like to see a copy of your credit report, you may request and review a
free report from a credit reporting agency/company, such as ********, **********,
or ******* through any one of the following ways:• Online: Visit **********************
• Phone: Call ************
• Mail: Download and complete the Annual Credit Report Request Form found
on the online website at **********************.
o Mail the completed form to:Annual Credit Report Request Service
**** *** ******
******** ** **********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, professional, and responsive. Please
know that the comments have been forwarded to the appropriate department. As
you expressed your dissatisfaction with the service you received, we intend to
continue monitoring the handling of accounts of former employees to ensure we are
providing the utmost customer service. 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.If you are still interested in pursuing a mortgage loan with CrossCountry, please feel
free to contact our headquarters at ************, 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:08/17/2023
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.
The company will not stop calling harassing me. I will get severally calls a day from different numbers and different agents. I've asked and demanded to stop being called over and over and they will not stop. I cannot block the number as they keep changing them. I'm on the national opt-out list as well, but they don't care. I just want them to stop calling and harassing meBusiness Response
Date: 08/24/2023
Please see the attached response letter regarding the customer's concerns.
Dear ***** ******:
This letter is in response to your complaint filed with the Better Business Bureau
(BBB) on August 17, 2023, 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 July 23, 2023, you filled out a ******** lead
form regarding your interest in a mortgage loan that CrossCountry was notified of.
This action allowed us to contact you, as it was deemed as contact permitted and/or
requested by the customer regarding a mortgage loan.Additionally, on or around August 2, 2023, CrossCountry was notified by
**************** (***) that you were again interested in a mortgage loan. Please
know that *** is a consumer finance corporate website that connects prospective
mortgage borrowers to lenders. This site connects consumers who respond to their
marketing with service providers. As you responded to an advertisement with ***,
*** notified CrossCountry that you were permitting and/or requesting contact
regarding a mortgage loan.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.Please be aware that if we receive notification that a customer or a potential customer
is permitting and/or requesting contact regarding a mortgage loan and/or if our
records reflect a phone number for a customer or a potential customer is attempting
to contact CrossCountry, we will update our systems to contact that customer or
potential customer, as this is deemed as contact requested by the customer.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
[email protected].Best regards,
Lauren ****
Customer Relations ManagerCustomer Answer
Date: 08/24/2023
[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 want it noted that I told them several times several times a day to please stop calling me for weeks.
Regards,
***** ******Initial Complaint
Date:08/15/2023
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.
Our office assisted a customer with a refinance and through the closing, we paid off a loan to CrossCountry Mortgage, LLC. The payoff funds were wired on 3/17/2023 which paid the loan in full. The ************ Mortgage Satisfaction Act requires lenders to submit for recording a satisfaction within 60 days of receiving payoff funds. We reviewed our file and discovered that a mortgage satisfaction was not recorded. When I called CrossCountry Mortgage, LLC to request that a satisfaction, they advised they could not speak to me and would be unable to assist. The employees I spoke to provided employee badge ***. We are simply seeking proper satisfaction of the mortgage so the borrower/property owner has clear title to his real estate.Business Response
Date: 08/25/2023
8/25/2023 -- The release was originally issued on March 24, 2023. According to the public records with the ***** County Recorder of Deeds, the Mortgage Satisfaction shows as satisfied on March 24, 2023.Initial Complaint
Date:08/11/2023
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 am contacting you to request an investigation into a fraudulent inquiry on my credit report. I have no recollection of engaging in any transactions with the mentioned company. Consequently, I kindly ask for substantiation of any services I might have purportedly obtained from the company. In the absence of such verification, I respectfully request the removal of the aforementioned inquiry from my credit report. Your prompt attention to this matter would be greatly appreciated.
CROSSCOUNTRY 03/23/2023Business Response
Date: 09/12/2023
Dear ****** * *****:
This letter is in response to your complaint filed with the Consumer Financial
Protection Bureau (CFPB) on August 10, 2023, and the Better Business Bureau (BBB)
on August 11, 2023, and directed to CrossCountry Mortgage, LLC (CrossCountry). I
have been asked to respond to the credit dispute regarding a CrossCountry credit
pull completed on March 23, 2023, and I appreciate the opportunity to do so.
According to our Loan Officer, ***** ******, who was working on your file, we
received authorization to pull your credit in connection with your mortgage loan
inquiry with CrossCountry. We received your hard credit consent electronically on
March 16, 2023, around 11:08 p.m., Eastern Daylight Time (EDT). Additionally, on
March 27, 2023, we issued the initial loan documents, including the initial Loan
Estimate (LE) and the Acknowledgement of Intent to Proceed disclosure. You viewed
and executed these documents on March 29, 2023.
I was able to confirm the same with CrossCountry’s records indicating we received
your date of birth, present address, social security information, and authorization via
an internet application for your credit report to be pulled.
Thus, CrossCountry complied with regulatory procedures and had a permissible
purpose to run your credit report.
Please be aware that this mortgage loan review did not lead to an extension of credit
with CrossCountry, as the application was withdrawn per your request.
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 [email protected].
Best regards,
Lauren ****
Customer Relations Manager
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