Complaints

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

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• 

  CrossCountry Mortgage, LLC.

  2160 Superior Ave E Cleveland, OH 44114-2102

  
• 

  CrossCountry Mortgage, LLC.

  9169 Mentor Ave Mentor, OH 44060-6676

  
• 

  CrossCountry Mortgage, LLC.

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

  
• 

  CrossCountry Mortgage, LLC.

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

  
• 

  CrossCountry Mortgage, LLC.

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

  

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

• Initial Complaint

  Date:08/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company constantly harassed me daily from different numbers. I have asked them to remove me from the call list and the won't stop calling

  

  Business Response

  Date: 08/11/2023

  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 3, 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, property address, or email address you provided.

  Customer service is of the utmost importance, and we sincerely regret that you feel
  your personal experience may have fallen short. Our representatives are trained not
  only to be knowledgeable, but also courteous, kind, and responsive. Please know that
  your comments have been forwarded to the appropriate department. Our goal is to
  provide you with the customer service you expect in the future. Please accept our
  apologies for any inconvenience you may have experienced.

  We appreciate your feedback and thank you for bringing this to our attention. Should
  you have any further questions or concerns regarding this matter, please feel free to
  contact our 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

• Initial Complaint

  Date:07/25/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had my information “shotgunned” while inquiring about a HELOC. This company calls me every single day, sometimes multiple times a day, regardless of the time. I have told them every single time that I am not interested in what they have to offer and to take me off their call list and they agree to do so but apparently that never happens. You can block their number but they will call you from 10 other numbers. So CrossCountry Mortgage, if you are reading this, STOP CALLING ME

  

  Business Response

  Date: 08/01/2023

  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 July 25, 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 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
  [email protected].

  Best regards,
  Lauren ****
  Customer Relations Manager

• Initial Complaint

  Date:07/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CrossCountry Mortgage LLC is refusing to remove PMI from my Monthly Mortgage payment My LTV is way less than 80% over 1-1/2 years. I have requested numerous times since mid last year to get a BPO and they always have issues. They finally, after threatening them with BBB complaint, sent me an email with instructions how to proceed. I sent a Money Order for $105 to the payee in their letter, then after weeks of waiting, found out the payee on their letter is wrong, they send the Money Order back, asked me to make it payable to another name. Sent another money order for $105 now they sent it back saying it's $150, all their emails, letter and even confirmed over the phone 100% its $105... They are clearly delaying the process so they keep charging me $90.42 every month.... Not only I need help to get a BPO and PMI removed, I also want to get all my money back for the past 1-1/2 year if over paying..... PLEASE HELP ME

  

  Business Response

  Date: 08/01/2023

  Please see the attached response letter regarding the customer's concerns

  Dear ***** * *******:
  
  We are in receipt of correspondence from the Better Business Bureau (BBB) to our office dated
  July 19, 2023. You stated that we are unwilling to remove Private Mortgage Insurance (PMI)
  from your payments although the loan-to-value ratio (LTV) has been less than 80% for the past
  year. You also stated that you only received email correspondence regarding the BPO after
  threatening to file a complaint with the BBB. You further stated that you encountered issues
  with processing a Broker's Price Opinion (BPO) after consistently requesting this option for a
  year. You noted that you mailed a money order of $105.00 to our office for the BPO and
  discovered we provided the incorrect contact information for the payee. You alleged that you
  sent another payment of $105.00, and we returned the check because we changed the price to
  $150.00. You noted that our emails, letters, and representatives advised that the cost of a BPO
  was $105.00. You stated that you believe we are intentionally delaying the process to continue
  to charge you for PMI. You requested a BPO, PMI removal, and a refund for all PMI payments
  remitted during the past year and a half. We have reviewed these concerns and our response is
  indicated below.
  
  Our records show we received your PMI removal request on July 1, 2021, and launched a review
  of this matter. Upon reviewing the loan, we mailed separate correspondence dated July 14,
  2021, stating that the loan does not meet the "Original-Value" LTV ratio requirement of 80% or
  less, as your LTV was 88.79% at the time of review. This letter provided instructions to qualify
  for PMI removal, which included ordering a BPO to evaluate the current value of the property.
  The letter advised you to utilize the prepaid envelope, mail application material and check to
  our Escrow Department. We can confirm that this letter listed the BPO fee as $105.00.
  
  After this letter was mailed, you contacted our office to request an appraisal on July 28 and
  August 6, 2021. We can confirm the assisting representative stated that we made the

   appropriate department aware of your interest in ordering an appraisal during the phone call
  on August 6, 2021. Please note that this request was not processed because we required a
  signed letter from you, along with the application material outlined in the correspondence
  mailed on July 14, 2023. We also sent an email to you on August 9, 2021, advising you to refer
  to this letter for the proper method of submitting an appraisal/BPO request, however, we were
  unable to conduct a BPO or an appraisal because this documentation was not provided to our
  office.
  
  July 31,2023
  
  RE: Loan Number: **********
  BBB Case Number: ********
  
  Please note that we mailed notices to your attention on April 5, and April 6, 2023, stating the
  loan was not eligible for PMI removal since the LTV did not meet the "Original-Value" LTV ratio
  requirement of 80% or less. Both correspondences listed the "Original-Value" LTV ratio as
  85.36%, and the price for the BPO as $105.00. As such, our records do not indicate your LTV
  was less than 80% since we began reviewing the account for PMI removal.
  
  We did not receive a signed request to process a BPO from you until May 3, 2023. However, the
  check listed the incorrect payee, as such, the funds were returned to you on May 16, 2023, and
  a representative explained this information during a phone call on May 22, 2023. We received
  another money order of $105.00 from you on June 27, 2023, that included the correct payee,
  however, the BPO fee changed to $150.00 during that time period, as a result, the funds were
  returned to you on June 8, 2023, with a letter that stated the BPO fee became 150.00.
  
  After further review, our record shows that ******* **** **** ******** *********** (*****)
  increased the BPO fee amount to $150.00, effective May 2023. Since your mortgage is an
  *****-backed loan, we are required to adhere to their guidelines and have no control of the
  pricing or the changes of the BPO fee.
  
  You spoke with a representative to receive clarification about this issue on July 17, 2023, and
  we opened an investigation to review the changes in the BPO fee amount. On July 19, 27, and
  28, 2023, several representatives informed you that the BPO fee amount has increased, and
  we require $150.00 to process the valuation.
  
  We can confirm that we received a BPO order check of $150.00 from you on July 28, 2023, and
  are currently in the process of ordering a BPO to evaluate your property. Please allow up to 30
  days for our office to complete the order and schedule an inspection. Please be aware that the
  BPO inspector will be attempting to reach out to you to schedule the date of the inspection. If
  the valuation determines the current value of the property is less than 80% LTV, we can then
  further address your inquiry regarding refunding the PMI payments, if applicable.
  
  We sincerely regret any inconvenience we may have caused and hope this correspondence
  satisfies your requests.
  
  We believe that this response fully addresses the concerns outlined in this BBB
  correspondence. 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).
  
  
  Nana A.
  Escalations Analyst
  
  

  
  

• Initial Complaint

  Date:07/19/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I continue to receive calls from all different ‘spoofed’ numbers that are all CCM in origin. They hide their numbers when people don’t answer. I don’t have any current business with them and have asked no less than 10 agents to remove me. They either hang up, or state they will remove my number.

  

  Business Response

  Date: 08/01/2023

  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 July 19, 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 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
  [email protected].

  Best regards,
  Lauren ****
  Customer Relations Manager

• Initial Complaint

  Date:07/18/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to customer service issues, I requested a VA appraisal transfer from CrossCountry Mortgage to ****. I paid **** the $650 for the appraisal on June 6th, and CrossCountry insisted that I should pay them $475 for the appraisal before they would transfer it - I paid CrossCountry the $475 on June 14th. **** was sent a $650 invoice for the appraisal and informed me that CrossCountry should refund me the partial payment of $475. On July 6th the loan consultant emailed me saying that they would not, and that **** should issue me a partial refund. I contacted CrossCountry support through the web form, by phone, and also the loan consultant that I was working with there and I was unable to get a refund. **** reached out to the appraiser and confirmed that the appraiser had not been paid and that the $475 partial payment should be returned to me. **** emailed the loan consultant and FHA/VA transfers at CrossCountry on July 7th to inform them that **** would pay the full invoice amount of $650 and that CrossCountry should refund me the $475. **** contacted them again on July 10th to inform them that they verified that the appraiser had not been paid and that they should return the $475 to me. On July 11th the loan consultant forwarded the message to the transfer team - who was already included in the addressees - telling them to "see" the email. On July 13th I emailed FHA VA Transfers at CrossCountry; it is currently July 18th - so about three business days - and they have not replied. I can include the emails if necessary, but of course CrossCountry has the emails because most of the relevant correspondence has been with them.

  

  Business Response

  Date: 08/10/2023

  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 July 18, 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. 

  Our records indicate that this matter has been resolved. The appraisal report was transferred to a new lender on or around June 14, 2023. The requested refund of the appraisal fee in the amount of $475.00 was issued to you on or around July 25, 2023, to the method of payment used for the charge of the appraisal fee. 

  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 kind, courteous, 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 miscommunication or inconvenience you may have experienced. 

  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 

  Customer Answer

  Date: 08/11/2023

  [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. 
  
  
  
  Regards,
  
  
  
  ****** *******
  
  
  
  
  

• Initial Complaint

  Date:07/14/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First of all how did they get my information? They have everything on me. I have never applied for a loan!
  I have asked REPEATEDLY to be taken off their call list but they continue to call me from different numbers that come from different states. I am getting upwards of 15 calls per day everyday for them trying to have me take out a mortgage with them or for other unexplained business. It is annoying and ridiculous. If this is how they operate, even if I WAS in the market for a mortgage, they would be my last choice. Last time, remove me from all your lists in every state. Stop harassing me.

  

  Business Response

  Date: 07/28/2023

  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 July 14, 2023, and directed to CrossCountry Mortgage, LLC (CCM). I have
  been asked to respond to your concerns, and I appreciate the opportunity to do so.
  Please be aware that due to your response to an advertisement online regarding
  interest in purchasing a home, that domain shared the information with CCM on or
  around July 10, 2023. That action provided authorization on your part to contact you
  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 CCM 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.

  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

• Initial Complaint

  Date:06/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went through a divorce recently and needed to prove to the judge that I would be able to refinance my home and remove my exs name while paying him his half. My house is worth 191k-270k. Cross country went with 250k on my pre approval paper work but wanted another appraisal done by their own appraiser so I would pay $500 to them. Now I just had an appraisal just two weeks prior to getting ahold of them but they still require their own. They gave me a pre approval paper for court. I was working with **** *****. I had called and stated that my attorney needed more of a commitment letter with terms to show the court the cost I would obligated to pay myself after refinancing. He stated I needed to send all of my information and my co borrower’s information. He ran my credit when I first called and then again when I called about the commitment letter. I then didn’t get a response from him for over a week. So I got in contact with the company and his manager got in touch with me. Said we could go over it and to call him. I got busy and didn’t get to it. By the time I looked at my phone the manager had stated that we didn’t make enough money with the interest rates going up in order to qualify anymore he didn’t think there was any way he could help us refinance or buy else where. I asked how he knew this when we just submitted the final items that weren’t reviewed and neither was my new co borrows credit or information looked at. Instead he ran my co borrowers credit TWO times after saying he couldn’t help us. I did not authorize him to run my co borrowers credit. He said we suddenly didn’t qualify so why run it two times after for no reason except to drop her credit score. When contacted about why the credit was ran he had no idea. Said he would look into itand get back to me but never did. Still no contact since June 5th from this company. I have been quailed by two other companies with no problem so it’s apparent they are lazy and unqualified to be in their positions.

  

  Business Response

  Date: 08/03/2023

  Please see the attached response letter regarding the customer's concerns

   

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

  This letter is in response to the complaint that was filed with the Better Business
  Bureau on June 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.

  According to our Loan Officer, **** *****, who was working on your file, we received
  authorization to pull your credit in connection with the joint mortgage loan inquiry
  for you and **** ****** with CrossCountry. We received your hard credit consent
  verbally on March 6, 2023. That same day, we completed a hard credit pull for you
  and Mr. ******.

  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.

  On March 7, 2023, we issued the initial loan documents, including the initial Loan
  Estimate (LE) and the Acknowledgment of Intent to Proceed disclosure. The LE
  disclosed the requested loan amount as $136,254.00 with an interest rate not locked
  yet at 6.750% and an estimated total monthly payment of $1,283.00. These
  documents were viewed and executed by you and Mr. ****** that same day.

  Per the ******** ********* ********** ****** (****), during a mortgage loan review,
  a lender may require a new appraisal and may require the borrower to pay for it. 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, review the appraisal report, and complete the invoices. However,
  depending on the mortgage loan type and the completion date of a prior appraisal
  report, some appraisals may be transferred from the prior lender to the new lender.

  Our records do not indicate that an appraisal report was completed for this loan
  inquiry through the AMC with CrossCountry.

  After further review of your mortgage loan inquiry, we requested additional
  documentation, including the Social Security Award letter, Separation Agreement,
  copies of all mortgage statements, and 2 months of consecutive asset statements
  that were necessary to move forward with the loan review. As we had not received
  the requested documentation, we issued a Notice of Incomplete Information and
  Request for Additional Documentation disclosure on April 3, 2023, detailing the items
  required in order to proceed with your loan request and informed that if not received
  within 30 calendar days, we will not be able to give further consideration to your
  credit request.

  On May 3, 2023, a new loan inquiry was started, as we were informed that your prior
  joint applicant, **** ******, had passed away. Please accept our condolences for
  your loss. With the passing of Mr. ******, we could no longer utilize his information
  and needed to update your loan inquiry along with your updated information.

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

  On May 3, 2023, we completed a hard credit pull to obtain your updated credit report.
  This was a legitimate business need for the information in connection with your new
  mortgage loan inquiry. After reviewing your updated credit profile at that time and
  due to investor guidelines, it was determined that you would most likely not qualify
  for a mortgage loan solely in your name. Due to this determination, we received
  information for ****** ****** to be added to the mortgage loan inquiry. ****** ******
  was added to the mortgage inquiry on June 2, 2023. That same day, we received
  verbal authorization to pull Ms. ******’s credit in connection with the mortgage loan
  inquiry with CrossCountry.

  I was able to confirm the same with CrossCountry’s records indicating we received
  Ms. ******’s date of birth, present address, social security information, and verbal
  authorization for Ms. ******’s credit report to be pulled. After further review of your
  and Ms. ******’s credit and income profiles, we were unable to move forward with
  the mortgage loan inquiry for the requested loan amount of $155,474.00, as the
  income was not sufficient to assist with permitting you to qualify for a loan that meets
  your specific home-buying needs at that time.

  According to our records, Ms. ******’s credit information was only pulled one time
  through our vendor, Factual Data, on June 2, 2023.

  As mentioned above, the mortgage loan inquiries did not lead to an extension of
  credit with CrossCountry. Additionally, CrossCountry did not charge you for the credit
  reports completed from the pulling of your credit.
  
  If you have any questions regarding any additional credit pulls completed that were
  not mentioned above, please remit a copy of your complete, unmerged credit report
  to our Customer Relations Team using the contact information listed in the closing
  paragraph to allow us to further investigate.

  If you would like to see a copy of your credit report, you may request and review your
  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:
  ****** ****** ****** ******* *******
  **** *** ******
  ******** ** **********

  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, responsive, 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 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

• Initial Complaint

  Date:05/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, my name is ***** **** and I am writing to file a complaint that has to do with the homeowner assistance program through DEO in *******. Me and my husband have been having issues with getting our mortgage paid since March 2023 we consistently got payments through the *** fund from July 2022 up until March 2023. We got approved for assistance from July 2022 up until October 2023 and we are now three months behind on our mortgage, and at risk for foreclosure, because the HIF program has not sent the funds to our mortgage company cross country mortgage. We were told different things, and that there was a mishap in payments for cross country mortgage said they haven’t received any of the payments but the *** program people have told us that they have sent the payment so we don’t know who to believe and who is lying. Now we are at risk of losing our home because they cannot seem to find the funds. If anyone can reach out to us, we’d highly appreciate it because we are nicked with the time mainly because we were going to foreclosure this month if they cannot locate the payments, please and thank you. They have not tried to resolve this issue for months and still telling us they don’t know where the money went. We are at risk of losing our home we want to spread awareness for other homeowners against Cross Country mortgage as well since they seem to be not doing anything about locating these funds and we are at risk of losing our home

  

  Business Response

  Date: 05/23/2023

  Dear ****** ***** and ***** ****: 

  
  We are in receipt of correspondence from the Better Business Bureau (BBB) to our office dated May 3, 2023. You stated that you have been approved for ********* *********** ********** ***** (***) program, who provided funds to be applied to your loan, which we have not applied a payment to since March 2023. You further stated that you have been provided conflicting information about the status of the funds and are at risk of foreclosure if we cannot locate the funds in question. You have requested that these funds be located, applied to your account and that the loan be brought current. We have reviewed your concerns and our response is indicated below.

  
  Our records show that you inquired about the receipt of funds from *******'s *** program during a phone conversation with a representative on March 27, 2023, and the assisting representative advised you to contact *******'s *** program directly as we have not received the payment in question. On March 30, 2023, you informed a representative you were expecting a payment from *******'s *** program to satisfy the March 2023 payment and the representative explained this payment had not been received. On April 5, 2023, a representative noted that we have launched a review of this matter to research the funds in question. We continued to receive phone calls from you regarding this matter on April 11, April 17, April 25, May 1, and May 12, 2023, and the assisting representatives informed you the payments had not been received nor applied within these mentioned phone calls. 

  
  On May 1, 2023, you advised a representative you had been receiving *** payments since last year. We can confirm that we have applied a monthly payment of $1,488.56 on January 24, • 2022, and monthly payments of $1,483.14, each, on February 14, March 18, April 29, May 31, June 9, July 7, July 13, August 8, September 7, October 4, November 9, and December 7, 2022. Please note that the payment received on April 29, 2022, was returned for non-sufficient funds (NSF) on May 9, 2022. 

  
  

  In 2023, we applied payments of $1,483.14, each, on January 10 and February 8, 2023. On May 4, 2023, we received and applied funds in the amount of $1,474.76 as the March 2023 payment. As of the date of this correspondence, we have not begun foreclosure proceedings on your loan, however, the account is past due for the April and May 2023 payments of $1,474.76, each. Please remit the April and May 2023 payments to avoid the assessment of late fees as well as possible adverse credit reporting. We have enclosed copies of your payment history from January 1, 2022, through May16, 2023, for reference. 

  
  Regarding the credit reporting of your loan, we can confirm we reported the May and June 2022 payments 30-days delinquent for the June and July 2022 reports of your loan. Additionally, as the March 2023 payment was applied 30 days after the payment due date-and the April 2023 payment was not received within the month it was due, these payments were also reported as 30-days delinquent to the credit bureaus to which we report to. 

  
  We have determined that no adjustments can be processed at this time, as we are legally obligated to report accurate payment receipt dates to the credit bureaus. As such, we may only complete modifications of the credit reporting history when we have verified documentation substantiating that a payment was received by us in a timely manner. 
  In order to review this matter further, we would require a copy of a credit report that reflects the disputed information, as well as the front and back copies of any checks that cleared for the indicated payments, ACH tracer numbers, or other electronic transmittal information to verify the receipt date of the funds. This documentation may be sent to one of the following: 

  Email: ************************************** 

  Please include your loan number on all correspondence. 

  Please note that we are still working with *******'s *** program to investigate the status of the funds in question, however, the state of ******* does not provide a method to track the delivery of the reinstatement funds. As such, we are experiencing delays with contacting their office for assistance. Although we sympathize with this situation, our ability to help you is dependent on the information provided by *******'s *** program. Please contact them directly to assist with expediting this matter. 
  If you have documentation of the *** payment being submitted to our office, such as an ACH tracer number, please submit this paperwork to the above-referenced mailing address, fax number, or email address for review. 

  We believe that this response fully addresses the concerns outlined in this BBB correspondence. 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 5:00 p.m. Central Standard Time (CST). 
  Sincerely, 

  
  sir 
  Nana A. Escalations Analyst Research Department 
  

  
  

  

  Business Response

  Date: 09/25/2023

  Dear ****** ***** and ***** ****: 

  
  We are in receipt of correspondence from the Better Business Bureau (BBB) on September 8, 2023, in regard to our previous response to your concerns submitted on May 3, 2023. You stated that you require assistance regarding a payment applied to the account for the month of September as you were approved for payment assistance through your state's ********* ********** **** (***) program through January 31, 2024. You further stated that you attempted to contact the *** program to obtain more information about the payment in question, but the phone line service has been disconnected and they have been unresponsive via email. You noted that you were concerned about your payment application and fear entering into loss mitigation, as we stated that we have not received the payment in question. You mentioned that you were getting payments back on track in May 2023, but we have stopped applying payments, and you would like more information regarding why this issue occurred. We have reviewed these concerns and our response is indicated below. 

  
  Our records indicate that on May 4, 2023, we received and applied funds in the amount of $1,474.76 as the March 2023 payment, as the result of a payment submitted on our website. However, following the application of this payment, on May 30, 2023, we located an *** payment in the amount of $1,483.14 that needed to be applied with an effective date of March 31, 2023. On May 31, 2023, we reapplied the *** payment of $1,483.14 as your March 2023 payment, with an effective date of March 31, 2023, and your online payment of $1,474.76 as your April 2023 payment, with an effective date of May 4, 2023. 

  
  In June 2023, we located *** payments of $1,483.14 on June 5, 9, 13, 2023, which needed to be applied with effective dates of April 27, April 25, and June 5, respectively. As two of these payments needed to be applied with effective dates prior to the online payment made on May 4, 2023, the online payment was reversed to your non-interest-bearing suspense account. On June 19, 2023, we applied your April, May, and June 2023 payments with effective dates of April 25, April 27, and May 4, 2023, respectively. On June 21, 2023, the *** payment of $1,483.14 located on June 13, 2023, was applied as your July 2023 payment with an effective date of June 5, 2023. 

   

  In July 2023, we located an *** payment of $1,825.54, which needed to be applied with an effective date of June 29, 2023. This payment was applied as the August 2023 payment on July 17, 2023, with an effective date of June 29. These payments brought the loan due for the August 2023 payment as of July 17, 2023. We do not reflect that any additional *** payments were applied in July 2023, or in the month of August 2023. 

  
  On June 20, 2023, we show that you spoke with a representative who confirmed the receipt of *** payments and explained that once the funds are identified for the appropriate loan, they are placed into a suspense account for processing, and subsequently applied as a monthly payment, with the correct effective date of the payment received. As the above-referenced payments were applied with the necessary effective dates, these payments were processed appropriately. 

  
  In addition to the *** payments previously referenced, in the month of September 2023, we located *** payments of $1,474.76 on September 5 and 12, 2023. The payment received on September 5 was applied to the loan on September 12, 2023, with an effective date of August 11, 2023. However, we are still in the process of applying the funds received on September 12, 2023, which will be applied with an effective date of August 30, 2023. We have enclosed a copy of your 2023 payment history for your reference. 
  As of the date of this correspondence, the loan is current and due for the October 2023 payment of $1,474.76. Since the account is current, and you have not requested loss mitigation assistance from our office, we have adjusted your loan to indicate that you are not in active loss mitigation. The loan will continue to reflect that you are receiving *** payment assistance, as you indicated that you have been approved for assistance through January 31, 2024. 

  
  Please note that *******'s *** program is a third-party entity, as such, we are unable to comment on their business practices and communication with you. Although we can certainly sympathize with this situation, our ability to help you is dependent on the information and payments provided by *******'s *** program. You may contact their office directly with any questions or concerns. 
  

  We believe that this response fully addresses the concerns outlined in this BBB correspondence. 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). 
  
  Nana A. Escalations Analyst Research Department 
  

  
  

• Initial Complaint

  Date:04/25/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have never been treated with such disrespect in my life by a company especially and as an LGBTQ family and feel discriminated against. Cross Country seemed to be a great company, always on top of things and eager to help you. Now they are just like any other mortgage company out to get you frustrated and lie to you. I spoke to a rep a week and a half ago by the name of "***" badge , who told us that we could possibly qualify for a new program that will let us add our delinquent payments to the end of the loan (lie #1), she asked if we could make a payment or we can try to do the end of loan repayment, I let her know that I would need to discuss with my husband and get back to them but that I would try to get a payment by next week Mon. and on Thurs. I then called back on Tuesday and spoke to another rep who told me that the end of the loan payment did not exist and she updated all of my information to say that I now qualify for a repayment plan for the next four months as long as I can make a payment by Friday last week, however I would have to make the payment first then call back to get that set up (lie #2) today I called and spoke with "Americas" in collections, who was very unprofessional and could tell by the alarm beeps in the background she is remote and flat out said I don't qualify. I demanded to speak to a manager and she got a "******" badge *** in collections from what I could hear from him, and agreed with "Americas" that we did not qualify and that I needed to speak to Loss Medigation that they might have something that we do qualify for (lie#3), I apologized for raising my voice as I did have in my notes that's who I was to ask for and got transferred too, which ended up being (lie #4) I spoke to "****" who said I do not qualify for such a program that I would need to speak to collections (lie #5) and she transferred me back. I then spoke to "*****?" badge ***, again don't qualify, I asked for Legal dept phone# and was told can not give.

  

  Business Response

  Date: 05/18/2023

  Dear ***** * ** ********** and ***** * ** **********: 

  
  We are in receipt of your correspondence addressed to the Better Business Bureau (BBB) dated April 25, 2023. You state that you feel our office discriminated against you as an LBGTQ family. You stated that you were advised that you could possibly qualify for a program that will let you add the delinquent payments to the end of the loan. You were then advised that this program did not exist. You contacted our office again and were advised that you did not qualify for this program by multiple representatives, when you requested our Legal Department's number you were advised that we cannot provide that. We have reviewed your correspondence and below is our response. 

  
  Please note that we are an equal opportunity lender, and do not discriminate against legally-protected classes as such as race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability. CrossCountry Mortgage is committed to providing mortgage services to diverse communities and customers on an equal opportunity basis. 

  
  Our records indicate that on April 14, 2022, you contacted our office wanting to make a partial payment. During this call, you were advised that you are not able to make partial payments unless you are enrolled into budget drafting, and if you did send in a partial payment it would not be applied until the full payment is received. You requested the budget drafting form to be mailed to you. Our office received your April 2022 payment on April 23, 2022, in the amount of $2,403.07 with an effective date of April 22, 2022. 

  
  Our office contacted you on May 23, 2022, advising of the balance due on the account of $2,534.85 and you advised that you would submit the payment on May 26, 2022. Our office received the May 2022 payment on May 26, 2022, in the amount of $2,534.85. Our office received your June, July, August, and September 2022 payments on the 16th of each month in the amount of $2,409.47. On October 17, 2022, our office received your payment of $2,409.47 on October 17, 2022. However, this payment was returned on October 21, 2022, due to insufficient funds. Our office issued a letter to be sent to the mailing address on October 27, 2022, stating the payment was returned. We have included this letter for your reference. 

  
  On March 1, 2023, you spoke with our Collections Department, and you advised that you have missed work due to being sick and your utilities have increased. The assisting representative requested a loss mitigation application to be sent to the mailing address on file. During this call, you were advised that collection activities will continue until the loan is brought current which includes calls and letters, and that the loan may be subject to negative credit reporting. 

  
  You spoke with our Collections Department on April 14, 2023, and you were advised that you do not qualify for the repayment plan and were provided our Loss Mitigation Department phone number. You stated on this call that you were going to try to make two half payments on April 17, and the remaining on April 20, 2023. 

  
  Our office received a complete loss mitigation application on April 20, 2023. On April 25, 2023, you contacted our Loss Mitigation Department advising that you would like to proceed with the repayment plan since you had recently made your payment, and you were transferred to our Collections Department to proceed with the repayment plan. 

  
  The account is still in review with our third-party vendor for the available options to you. Please allow 30 days for this review to be completed. 
  As of the date of this letter, the account is due for April 1, 2023, in the amount of $2,409.47. 
  Our records indicate that your loan is in active loss mitigation. As such, please contact our Loss Mitigation Department by phone at 1-866-397-5370. Their hours of operation are 8:00 A.M. to 8:00 P.M., Central Standard Time (CST), Monday through Friday, for additional assistance regarding your mortgage payments. 

  
  We understand the Loss Mitigation process may be lengthy and would like to assure you that we are committed to working with our borrowers who seek hardship assistance. Please understand that our ability to help is dependent on the information that is provided to us for evaluation. 
  We were sorry to hear your comments regarding our Collections Department Representatives. Our representatives are trained to not only be knowledgeable, but also courteous, kind, and attentive. We apologize that this was not your experience when you contacted us. Your comments have been forwarded to the appropriate department. We will make every effort to regain your trust and provide you with the outstanding service you expect and deserve. We apologize for not meeting your expectations. 

  Please note, our Legal Department does not accept inbound telephone calls. Please accept our sincere apologies for any concern or inconvenience this may have caused. 
  We believe that this response fully addresses the concerns outlined in your BBB correspondence. 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. CST. 
  Sincerely, 
  
  S. ****** Escalations Analyst Research Department 
  

  
  

  
  

• Initial Complaint

  Date:04/19/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Repeated daily unwanted calls despite blocking and repeated calls to cease.

  

  Business Response

  Date: 04/27/2023

  Please see the attached response letter for further details. 

  We updated
  our database to remove the customer from our marketing lists based on the information 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 the customer from our marketing lists. The customer will not receive any further solicitations,
  advertising, or follow-up contact from CrossCountry regarding a mortgage loan
  to the phone number or property address provided. 

  

  Business Response

  Date: 04/27/2023

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

  
  This letter is in response to your complaint that was filed with the Better Business
  Bureau (BBB) on April 19, 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.

  
  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 property 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 ****
  Customer Relations Manager