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:04/17/2023
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.
On 3/28/22 I spoke to ******** from Cross Country Mortgage, LLC (CCM). I asked how to begin the loan assumption process. The next day I sent a letter request to find out the steps in the approval process. On April 4th I received notification I had to wait until 5/13/22 when loan was 12 months old. On 6/22/22 I put in a second request for consideration with attached scanned, requested documents; Marital Settlement Agreement, Certified Final Judgement of Simplified Dissolution of Marriage. On 8/19/22 I sent the requested check of $900.00. To date I make calls for updates as does my x-husband, ***** *****. We are promised calls back in 24-48 hours which does not happen. All requests from CCM were followed including a Quit Claim Deed from our attorney which shows in the property appraiser website for 1/23. We would like the loan assumption processed to be finalized and my escrow overage check sent to me, as requested by the court.
Business Response
Date: 05/02/2023
Please see the attached response letter for further details.
Our records show we were waiting for signed assumption
documents from ***** * *****. On 4/26/23, ***** * ***** contacted our
Special Loans Department and was advised of the missing documents. ***** * ***** advised a Quick Claim Deed had also been sent in a few days prior. Our Special Loans Department updated the file
and sent the agreements overnight via UPS with return labels. Per UPS tracking, these
items were delivered on 4/28/23. At this time, we are awaiting the
receipt of the executed documentation in order to move forward with this
process.Customer Answer
Date: 05/04/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********,and have determined that this does not resolve my complaint. For your reference, ***** ***** sent in all required documents as he discussed with your rep via phone. They would not accept him to resend electronically. This is another stall tactic by CCM, who lost his documents.
I expect full resolution and an updated escrow check (over $1600.00) in my name only as court ordered by cob May 31, 2023.
Regards,
******** *****
Business Response
Date: 05/08/2023
Please see the attached response letter for further details.
Our
records indicate that the required signed assumption document from ***** *.
***** was received on May 3, 2023, and is being processed by our Special Loans
Department. Our records show check number ******* is
in the process of being stopped and reissued to ******** **** *****. This
process can take up to five business days to complete, prior to mailing.Business Response
Date: 05/09/2023
Dear ***** * ***** and ******** **** *****,
We are in receipt of correspondence to the Better Business Bureau (BBB) dated May 5, 2023. In your correspondence, you stated we would not accept ***** *****'s documents for the assumption electronically after the original documents sent were lost. You were still waiting for an escrow refund check to be reissued directly to you. We have reviewed your concerns and our response is indicated below.
Our records indicate that the required signed assumption document from ***** *. ***** was received on May 3, 2023, and is being processed by our Special Loans Department. Our records show check number ******* in the amount of $1,644.82 is in the process of being stopped and reissued to ******** **** *****. This process can take up to five business days to complete, prior to mailing.
We believe this fully addresses the concerns outlined in your BBB correspondence. If you have any questions or require additional information, please contact our Customer Service Department at 1-877-538-8790, Monday through Friday, 8:00 a.m. to 8:00 p.m. Central Standard Time (CST).
Sincerely,
Candy T. Escalations Analyst Research DepartmentCustomer Answer
Date: 05/10/2023
[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 at this time.
I sincerely hope that the assumption will be fully executed asap.Regards,
******** *****Initial Complaint
Date:04/13/2023
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.
Cross Country Mortgage (CCM) is servicing the mortgage on my primary residence. In mid-January of this year, I made a change to my e-mail address. My desire is to stop using my old e-mail so I don't have to pay $5.95 per month for the e-mail. I tried to change my e-mail and username on line on both websites but the change would not "stick". I called customer service 3 times, who sent me to their IT / tech support each time. First, I was given some tricks to get the old on-line portal (***********************************) to force the new portal to accept my new e-mail address (********************************). This did not work. I moved to paper statements. I called again around 3/10 and Keisha in their IT department said she would delete the on line accounts and it would take 2 weeks. This did not happen. I called again around 3/27 and a different person told me the on line accounts would be deleted by 4/3. It still is not deleted. I have updated my e-mail with at least 100 other companies and public agencies without any issue. I know I can mail a check to make my payments. In order to mail a check, I would need to purchase checks, and this has a cost. I would prefer to make the payment on line due to the issues of theft out of mail boxes and the unreliability of the postal service. At this point in time, for a company not to allow a change in e-mail is uncompetitive. I would like assistance in having CCM delete by current on line accounts that use my old e-mail of ********************* and allow me to open a new on line account using ********************. Otherwise, I would like them to credit me the $5.95 per month the e-mail is costing me. Thank you in advance for your assistance in this matter.Business Response
Date: 04/27/2023
Please see the attached response letter for further details.
Currently, two CrossCountry Mortgage website addresses are enabled to access mortgage loan information. The first is ***********************************
and the second is *******************************. We are in the process of
disabling ***********************************. As a result, the email address
change was not updated within our records. Please accept our apologies for any inconvenience the customer may have experienced due to this. We have corrected the
issue and our records indicate the customer successfully updated their email address on 4/21/23.Customer Answer
Date: 04/27/2023
[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:04/07/2023
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 closed on a mortgage on May 3, 2021. I was told my mortgage would be $1,415.06. I continued to pay that amount until December 2021, when they decided to up my mortgage by $200 for no reason. At that point, no new property tax amount had been recalculated. They used their own vendor to decide what they thought my property taxes would be and upped my payment by $200. At closing, I paid $1,198.62 toward property taxes. For all of 2021, other than the amount I paid at closing, the mortgage company continued to collect the amount from the mortgage but never paid the town. I paid the additional $200 for many months, all the while asking for updates from the company. This does not include the multiple phone calls I have made to the company. For the first $200 increase, they stated my property taxes for 2022 would be $7,191,71. I have emails from my town and invoices showing that my taxes for 2022 were, in fact, $4,973.87. They then give tons of trouble adjusting, especially over the phone. They have stated your taxes are this amount, and before I was able to confirm with the town, this caused extreme stress. Even after hearing from the town, this has been such a stressful process that is so unnecessary when life is already hard for people. Especially in an inflationary time where prices for everything are so much higher. Eventually, they adjusted the payment, and it was wrong again. I checked in chat with them because it did not make sense to go below what was established at closing. I questioned them on this as I did not want to end up in a bad situation yet again. They confirmed it was correct. The rest will be continued in an attachment as there is more to be said about the situation. Please read all.Business Response
Date: 05/03/2023
Dear **** **********,
We are in receipt of correspondence to the Consumer Financial Protection Bureau (CFPB) and the Better Business Bureau (BBB) dated April 7, 2023. This is additionally in response to the *** ****** ********** ** ******* ************* (** ****) received on April 18, 2023. In your correspondence, you stated that you closed on your loan on May 3, 2021, and were advised that your payment would be $1,415.06. You stated that your monthly payment increased by $200.00 in December 2021. You also said that taxes were incorrectly estimated at closing, and you have experienced difficulties correcting this matter. We have reviewed your concerns, and our response is indicated below.
Our records indicate that your loan closed on March 5, 2021. Per the Closing Disclosure, dated the same day, three months of property taxes in the amount of $1,198.62 were prepaid at the closing table. Additionally, two months of property taxes were collected to establish your escrow account at origination in the amount of $799.08. Due to an aggregated adjustment, your loan entered our servicing system with an escrow balance of $469.21. Please note that the Real Estate Settlement Procedures Act (RESPA) requires an aggregated adjustment to be completed at closing to ensure the amount collected for an initial escrow deposit does not exceed the allowed amount.
During the boarding process of a new loan, our office confirms that the information that our Corporate Office provided is correct. On March 24, 2021, and July 22, 2021, our Tax Department confirmed that your taxing authority reflected a $0.00 required disbursement for parcel ********** **********. Per your county website, this information was verified on October 12, 2021.On October 15, 2021, our office received notification from your taxing authority that the taxes for your loan had yet to be fully assessed. As such, a letter was generated and sent to the mailing address on file the same day. This letter requested that an updated tax bill be sent to our office.
On October 27, 2021, your annual escrow analysis was completed on your account. Please note that the Real Estate Settlement Procedures Act (RESPA) requires an escrow analysis to be completed every 12 months. To make the processing of escrow analysis more efficient, our office runs an escrow analysis for all loans located within a specific state on a yearly scheduled basis. Your state's escrow analysis is expected to be completed in October of each year, with any payment change becoming effective with the December payment.
During the above-referenced analysis, an overage of $1,746.79 was determined on your account. This overage determined that the required escrow balance of your account was $2,006.89, and the actual balance was $3,753.68. This analysis determined that the monthly collection needed to satisfy city taxes would increase from $399.54 to $599.31 monthly.
Effective with your December 2021 payment, your new monthly payment was determined to be $1,614.83. On October 28, 2021, an escrow refund check for the above-referenced overage was generated and sent to the mailing address on file.
After this analysis, our office continued to confirm with your taxing authority that your loan was reflected as $0.00 due in the upcoming tax disbursements. As our office was unable to verify if this was due to a tax exemption, another letter was generated by our office requesting an adjusted property tax bill on April 28, 2022.
On May 24, 2022, our office received a tax bill that reflected the $0.00 disbursement required for your city taxes. Per the documentation, our office updated your account to reflect this amount.
On June 24, 2022, our office received a tax bill for your property which reflected $1,294.59 due for the July 2022 tax disbursement. Per this tax bill, our office was also informed that you had received a tax credit that reduced the previously reported tax amount. Due to this updated tax bill, a new escrow analysis was completed on your account. This escrow analysis determined an overage of $4,763.36 in your escrow.This overage amount was disbursed via check on July 1, 2022. Effective with your August 2022 payment, your new payment amount was determined to be $1,131.24.
Per this updated tax bill, on July 14, 2022, our office disbursed $1,294.59 to the ********** Borough Tax Collectors' office. On October 13, 2022, our office disbursed your October 2022 tax disbursement of $2,480.66. The next day your annual escrow analysis was completed on your account, and a shortage of $2,544.64 was determined. This shortage was determined as, at the time of the analysis, your escrow account contained $-1,368.32, and the required balance was $1,176.32. To make the repayment of this shortage easier, the total shortage amount was spread over 12 months, adding $212.05 to your monthly payment. Effective with your December 2022 payment, your new payment amount was determined to be $1,550.01.
On October 28, 2022, our office received an additional adjusted tax bill from your taxing authority. This bill advised that a payment of $4,099.29 was needed to satisfy this bill; this was disbursed from your escrow account on October 28, 2022.
On January 23, 2023, your January disbursement for city taxes was made for $1,243.47. As your escrow account did not contain the funds to make this disbursement, our office advanced funds from your escrow account to satisfy this payment. Please note that our office advances funds to your account to satisfy the disbursement when an escrow account becomes negative. These funds are then paid back when a monthly payment is received or funds are sent to be applied to the escrow account.
Due to this advancement, an interim escrow analysis was completed on your account. This analysis determined a shortage amount of $9,300.84, as at the time of analysis, your account contained $-4,898.60, and the required balance was $4,402.24. This shortage added $775.07 to your monthly payment, and effective with your March 2023 payment, your new payment amount was determined to be $2,661.88.
On March 27, 2023, our office received an updated tax bill, and as such, your account was updated to reflect the new tax amounts, and a further escrow analysis was completed. During this analysis, a shortage of $4,870.69 was determined. This shortage was determined as your escrow balance was $-2,017.98, and the required balance was $2,852.71. This difference between these two amounts determined the shortage of $4,870.69. To make the payment of this shortage easier, this amount was spread over 12 months, adding $405.89 to your monthly payment. Effective with your June 2023 payment, your new payment amount was determined to be $2,058.80.Please note that while your loan is a fixed-rate mortgage, your monthly payment may increase. due to the needs of your escrow account. 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 year's disbursements. As both the taxes and insurance premiums can fluctuate from year to year, the amount needed to collect for your escrow account can change as well.
This escrow analysis determined that the monthly collection for your city taxes decreased from $863.46 per month to $621.73 per month. Additionally, your homeowner's insurance increased from $77.50 per month to $85.33 per month. Due to these adjustments, your monthly escrow payment decreased by $233.90.
A breakdown of your new monthly payment is as follows:
Principal and Interest: $ 945.85 City Taxes: $ 621.73 Homeowner's Insurance: $ 85.33 Shortage: $ 405.89 Total Monthly Payment: $2, 058.80
You may pay your shortage as part of your monthly payments, or you can pay it in a lump sum. Paying your shortage in full will negate the spread.\
To pay your shortage in full, you may send a check, with your loan number and "escrow shortage" on the memo line, to:
************ ******** ***** ********** ********** * ********* ****** ***** *** **** ******* ** **********May 1, 2023
CROSSCOUNTRY MORTGAGE'"
**** ********** ** ******* **** *********** ** *****
**** **** ******* ********** **** **** ******* *************** *** **** ******* ******** ** **** **** ******* ********Initial Complaint
Date:04/06/2023
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 have asked REPEATEDLY to be taken off their call list. I am getting upwards of 15 calls per day for them trying to have me take out a mortgage with them. If this is how they operate, even if I WAS in the market for a mortgage, they would be my last choice. Stop harassing me.Business Response
Date: 04/19/2023
Please see the attached response letter for further details.
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, property address,
or email address provided. Please accept our apologies for any inconvenience the customer may have experienced.Initial Complaint
Date:03/21/2023
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.
I bought my home in 2016 from CrossCountry Mortgage. There are two parcels of property that were included in my initial mortgage documents. One is just land and one is where my house is. My taxes, insurance and mortgage are all one payment. My mortgage was sold to flagstar bank. After that, I refinanced with CrossCountry Mortgage in or around October 2022 (CrossCountry was the original servicer) During that time, it was found that my property taxes have never been paid on the second lot (parcel #************) which is causing my payment to continuously go up. These taxes should have been paid and included in my initial loan origination and mortgage payment. I just received a statement that my payment Is now increasing to $1346.07!!! I cannot afford that. What is the explanation here for why my payment is once again, increasing? If it’s because of the taxes - this is NOT my fault and I will not be held responsible for this. Why is there an escrow shortage of over $200? CrossCountry needs to fix this and make this right. My mortgage cannot keep increasing like this.
What is the problem here?Business Response
Date: 05/03/2023
Dear ******* *******:
This letter is in response to your complaint that was filed with the Better Business
Bureau (BBB) on March 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.
We take all complaints seriously and appreciate all the information you have
provided. We thank you for allowing us the opportunity to investigate this matter
further.
Our records indicate that you were reviewed for a conventional refinance mortgage
loan that originated around October 2021. During the loan review, the appraisal
report, completed by the third-party appraiser, and the title report information,
provided by the third-party title company, disclosed the subject property being
reviewed as a single parcel, under parcel number ************.
On October 12, 2021, our loan officer, **** *******, sent you an email informing you
that the title company informed us that this subject property was a single parcel. As
such, our closing documentation reflected one parcel. The property tax information
for this parcel was disclosed on the final Closing Disclosure (CD) and the Initial
Escrow Account Disclosure Statement that was viewed and executed by you on
October 14, 2021. Therefore, you would be responsible for the property taxes
related to any additional parcels.
After further review, it was discovered that the title company proceeded to record
the Mortgage after the closing of the loan to include two parcels, under parcel
numbers ************ and ************. Upon our servicing center attempting
to disburse the tax payment due at that time for parcel number ************, we
were notified by the tax authority that a delinquency existed for parcel number
************. The tax authority would not accept current tax payments if a tax
delinquency existed.
CrossCountry Mortgage, LLC
2160 Superior Avenue
Cleveland, OH 44114
********
Therefore, our servicing center added the second tax parcel to your escrow
account, as it was verified that the tax parcel is included with the mortgaged
property, as recorded on the Mortgage, and our responsibility to disburse payments
from your escrow account. Additionally, to avoid any possible tax liens, we
disbursed the payment for the delinquent taxes. This disbursement and the parcel
added to your escrow account may have contributed to the shortage in your escrow
account, resulting in an increase in your monthly mortgage payments. At this time,
we are working with your title company regarding the second parcel and the
delinquent disbursement. For further information regarding this matter, please feel
free to contact Lauren ****, the Customer Relations Manager at CrossCountry,
utilizing any of the following locations below.
CrossCountry Mortgage, LLC
Attn: Legal Department/Lauren ****
2160 Superior Avenue
Cleveland, OH 44114
Phone: ************
Email: *******************
Regarding the escrowed homeowner’s insurance matter, after further review, it was
discovered that your loan boarded to our servicing center with the incorrect
homeowner’s insurance payee reflected as ********* ***** ****** instead of
***** ****** *********. Upon receipt of the renewal insurance policy for *****
****** *********, referred to as policy number **********, we issued a
disbursement from your escrow account for the premium amount due of $1,167.00
on October 17, 2022. However, this disbursement was returned by the *********
***** ****** ********* company, as they could not locate the policy we were
attempting to pay, due to the boarding miscommunication. The disbursement was
deposited back into your escrow account on November 4, 2022. Upon discovering
the incorrect insurance payee reflected in the system, the ***** ****** *********
policy number ********** was canceled due to non-payment.
At this time, we require your assistance with obtaining a new homeowner’s
insurance policy. Our servicing center’s Insurance Department has attempted to
reach out to you via phone regarding this matter as well most recently on April 27,
2023, and May 1, 2023. Upon receipt of the new policy, the premium amount due
will be disbursed from your escrow account. However, the lender-placed insurance
amount required for the lapse in dates will not be charged to you, and your monthly
payments will be adjusted to reflect as such. Please know that this is not typical of
our business practices. We sincerely apologize for any inconvenience you may have
experienced due to this matter.
CrossCountry Mortgage, LLC
2160 Superior Avenue
Cleveland, OH 44114
********
You may submit the new insurance policy to any of the following locations below.
CrossCountry Mortgage, LLC
Its Successors and/or Assigns
**** *** ******
**** ****** ** **********
**** **************
Email: **************************************
Please include the loan number on the correspondence and if sent via email, please
ensure it is sent as a portable document format (pdf).
Additionally, you may update your insurance information at
ihaveinsurance.com/mortgage. Updates made on this website may take up to 15
business days to be reflected in the system. If you have any questions, please
contact our servicing center’s Customer Service Department at ************.
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 were forwarded to the appropriate area. 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 ************,
Monday through Friday from 8:00 a.m. until 5:00 p.m., Eastern Standard Time (EST),
or you may also email [email protected]. Additionally, should you have any
further questions or concerns regarding the servicing of your account, please contact
our servicing center’s Customer Service Department at ************.
Best regards,
Lauren ****
Customer Relations ManagerInitial Complaint
Date:03/06/2023
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.
Hello,
My mortgage starting charging $1,078 extra starting January this year, for insurance escrow etc. I spoke to their customer service multiple times and they acknowledge that they should not be charging it and they tell me that they will refund the extra amount they took from my account, I have auto payment setup with them for monthly mortgage payment.
I spoke to them again this morning and they said the same that a work order has been created to take care if it, it is the 3rd time I heard the same, so it appears they don't do anything and they continue to take money from my account without my approval. Not sure if they are doing it on purpose or just sloppy process on their side.
Thanks for your help.
Regards,
******Business Response
Date: 03/28/2023
Please see the attached response letter with enclosures for further details.
We do not have
evidence of continuous hazard insurance coverage on the customer's mortgaged property, as required per origination documentation. We sent notices to the customer requesting for proof
of adequate insurance on 9/9/22 and 10/10/22; however, we did not
receive the requested documents. As
a result, an escrow account was created on the customer's behalf to purchase
lender-placed coverage on 11/7/22, for the period of 9/1/22 - 9/1/23. We sent a letter notifying the customer of the purchased lender-placed insurance coverage on 11/9/22. This was necessary to comply with the terms of the loan documents to protect our mutual interest in the property in the event of
loss or damage during the lapse. We
received documentation for policy number ******** from *********** Home
Insurance showing coverage from 9/1/22 -9/1/23.
However, after receiving this Declaration Page, we contacted the insurance
carrier and were advised this policy was cancelled for non-payment, effective 9/1/22. Our
representatives reached out to *********** Home Insurance on 1/6/23 and 3/16/23, and were unable to confirm an active policy for the customer's property. As such, we are unable to remove the
lender-placed policy and refund the account until we receive proof of
continuous insurance coverage from 9/1/22-9/1/23. If the customer is in need of assistance with their monthly payments, they may contact our loss mitigation department.Customer Answer
Date: 04/04/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The main issues is that I provided the necessary document they asked for and they confirmed that they received it and told me that that they will remove the escrow from my account and give me refund, but they never told me or communicated to me that they were not able to verify my policy, I called them several times in the last 3 months and every time they gave the same answer. This is the first time that they informed me via BBB complaint that they were unable to verify my policy, upon seeing this message I called my insurance company and resolved the issue immediately.In the last 3 months every time I called them, their customer service rep told me that they have all the information they need and something is wrong on their side and they will remove the escrow and give me refund within 5 days, which never happened and despite my complaint they kept taking money out of my bank account. It is clearly their fault of miss information over the last 3 months, as you can see in their response they gave all the dates but never mentioned that they communicated to me that they were not able to verify my policy nor did they mention my several calls to them. Hence I think it is their fault and should refund the excessive escrow they have charged me last 3 months.
Regards,
****** *******
Business Response
Date: 04/12/2023
Dear ****** *******:
We are in receipt of correspondence from the Better Business Bureau (BBB) to our office dated April 4, 2023. You stated that you were informed several times that we received your insurance policy documents, would remove your escrow account, and provide a lender-placed insurance refund, but you were not advised that we were unable to verify your policy until you received our previous response to your BBB complaint. You also stated that our correspondence did not address the multiple times you contacted us to address this issue. You further stated that you reached out to your insurance carrier, and they have resolved the matter. You requested our office to reimburse you for the lender-placed insurance charge since you were not notified of our issues with verifying your policy. We have reviewed these concerns and our response is indicated below.
Our records show on January 3, 2023, you provided documentation for policy number ******** from *********** Home Insurance showing coverage from September 1, 2022, through September 1, 2023. However, after receiving this Declaration Page, we contacted the insurance carrier and were advised this policy was cancelled for non-payment, effective September 1, 2022. We reached out to *********** Home Insurance on January 6, and March 16, 2023, and were unable to confirm an active policy for your property.
We can confirm when you contacted our office to discuss this matter on February 9, March 6, and March 14, 2023, each representative launched a review to research this matter as the account had not been notated to reflect that we could not verify an active policy. Please note that verifying insurance policies is a part of our protocols, but it is the responsibility of the borrower to ensure the policy is active. As such, we are unable to reimburse you for the lender-placed insurance charge of $5,167.80 that was disbursed from the escrow account created on November 7, 2022, until we receive proof of policy for the lapse of September 1, 2022, to September 1, 2023.
On April 4, 2023, you contacted our office to advise you will submit documents for an insurance policy you have recently obtained with a new carrier, and the assisting representative provided our contact information. Once we receive the documents, we will cancel the lender-placed insurance and refund you for the charge if the policy was active from the time period of September 1, 2022, to September 1, 2023.
Please note that we are unable to remove the lender-placed policy and refund the account until we receive proof of continuous insurance coverage from September 1, 2022, to September 1, 2023. If you have not already, you may send evidence of insurance relating to the above period to:
CrossCountry Mortgage, LLC Its Successors and/or Assigns ** *** ****** **** ****** ** ********** ****************** ***** *** * ***** **************************************
Please include your loan number on all correspondence.
We sincerely regret any inconvenience we may have caused for any misinformation provided regarding refunding your lender-placed policy when you contacted our office for assistance. Our representatives are trained to not only be knowledgeable, but also informative, and attentive. We will make every effort to regain your trust and provide you with the outstanding service you expect and deserve.
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 **************, Monday through Friday, from 8:00 a.m. to 8:00 p.m. Central Standard Time (CST).Sincerely,
Nana A.
Escalations Analyst Research Department
Customer Answer
Date: 04/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.I understand their detail response, but it is unfair, they do acknowledge that their customer service team failed to document my account correctly regarding the verification of my insurance and they failed to communicate it to me. The important concern with the response is that they are deliberately ignoring the fact that their customer service team incorrectly informed me, each time I called, that everything is in order and the escrow will be removed shortly, and the only way I got the correct information is through this complaint. So because of the failure on their customer service team I had to pay escrow at very high rate for 3 months, had they not failed and given me the correct information I would have resolved the issue in January. Hence, I am still seeking remedy for the failure on their customer service team that caused me to pay unnecessary escrow rate for 3 extra months.
Regards,
****** *******
Initial Complaint
Date:03/03/2023
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.
i have asked the mortgage to fix the logon issue and to adjust my email address as i have changed my email address to a different provider to no avail.
They told me that i cant change my logon account name because their systems will not allow the change.
They told me that all my emails was changed from my old email address to the new one but i received an email from my old email address the other day. so that wasnt fixed.
Now i just noticed that when i paid my mortgage payment the print receipt feature doesn't work - it just open to a blank page when printed.
I figured if i can do my due diligence to pay y mortgage payments on time, they should be able to fix the issue or allow the user to fix the issue (as i was trying to do from the very beginning but cant). This issue has been going since Dec of last year from what i can see.
I would like this to be fixed. In my current state, they cant guarantee that i will get any correspondence from them so much for transparency.
Any help would be nice and thanxBusiness Response
Date: 03/27/2023
Please see the attached response letter for further details.
On 3/21/23, we emailed the customer to inform them of the
corrections made by IT, along with instructions to use the website
myccmortgage.yourmortgageonline.com. We are confident the issue is now resolved.
However, should the issue persist, please contact us utilizing the contact information in the response letter. Regarding the print receipt
option on the website, we apologize for any frustrations the customer may have experienced with using our online
website. If they are experiencing any difficulties while using our online
website, please contact our Customer Service Department for immediate
assistance.Customer Answer
Date: 04/04/2023
[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 somewhat satisfactory to me. I will not know the outcome until i see if i get my other correspondence(s) such as Tax Info, or Whats was paid out from escrow until the time comes. It appears at least i am getting my one time draft activation payments though as i just paid my mortgage payment and that came to me.For now I am content but i will feel better if i can see if i get the other correspondences sent to the new email as they become available.Thanx for your help in this matter and i appreciate your help in getting a response from them. That was the hardest part for me.
Regards,
******* *******Initial Complaint
Date:02/28/2023
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.
Feb 28th: website locked me out twice that each time takes 2 hours of waiting. This can’t be overided and my password can’t be reset. This is a saved password used every month. If I pay by phone they charge $10. I feel that I am being abused to pay this money since their site is the one at fault. If I am late then this affects my credit. This should be looked into and should be a concern.Business Response
Date: 03/13/2023
Please see the attached response letter for further details.
Within the correspondence, the customer stated that they are attempting to login using a
browser-saved password. We reflect there have been requests each month, to
change the password. Our records show that the password was last changed on the account online on 1/31/23 and again on 2/28/23. We
recommend to update the password saved with the browser
whenever changing the password on the website, to avoid any future
restrictions on accessing the account online. On 2/28/23, once the password was changed, the customer was able to successfully
schedule the March 2023 payment on the website. Per the Note, the loan was originated with due dates on the first day of
the month, with a 15-day grace period in which to make payments. This
means that the payments may be received on or prior to the sixteenth day of
the month to be considered on time. As such, we hope the customer will contact us
in the future if they are unable to access their online account, as we may be
able to resolve any online access problems prior to the expiration of the grace
period. If the customer would like to attempt alternate ways to submit a payment, please contact our customer service department for a list of the options available.Initial Complaint
Date:02/23/2023
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 have an escrow overage that has been owed to me since September when I first submitted the tax paperwork. Cross Country mortgage needed additional paperwork from my municipality that wouldn't be available until January 2nd (even though the tax agent wrote the correction on my tax bill with contact information) so I had to continue to overpay on my mortgage for an additional 5 months. Even after the analysis was completed on January 13 and my mortgage payment was adjusted I still had to overpay in February. I started the process in September it's almost March and I still haven't received my overage payment. Everytime I call I get a different story about my money. I emailed the tax bill January 2nd and did a follow up call 2 weeks later and was told the check would be mailed out on January 25th. I called on January 27th and was told that "a work order was being put in and it could take five business days". I called back on February 7th and was told that "cashiers department put the check on hold until February 20th" why?, I asked "I don't know" they replied. February 20th was a holiday they were closed. I called on or around the 17th and was first asked " wasn't your check attached to the escrow letter you received?" What's going on over there, I replied, absolutely not. Then they told me " they would expedite the check on the 21st of February. I called on the 21st "the request was put in we'll call back before the End of the day". No call back. Called on the 22nd "were waiting for a response for the expedition of your check we should know by the this afternoon" no call back. I called on the 23rd of February and was told that " the request to expedite your check could take up to 10 business days ,we want our refund asapBusiness Response
Date: 03/13/2023
Please see the attached response letter for further details.
We
processed an escrow analysis on 1/13/23, that updated the taxes and determined an overage
in the escrow account. We attempted to issue a refund check; however, due to an
internal stop in place from 1/4/23, we were unable to release the funds from
the escrow account. The stop was removed on 2/21/23, and we issued a refund
check to the mailing address on file on 2/24/23. However, after confirming this
check was not cashed, we reissued the funds on 3/9/23 via UPS 2-day delivery
with the estimated delivery date as 3/13/23.Initial Complaint
Date:02/23/2023
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.
CrossCountry mortgage was responsible for our mortgage loan when we purchased a home on December 30, 2021. ***** ****** was our mortgage broker and was assisted by Samantha Sak. Given the size of our loan, CrossCountry put us into a regular 30 year mortgage for roughly 75% of the loan amount and then put the remaining 25% of the loan into a HELOC. We were told us that this was just necessary to get it done by our closing date but that CrossCountry Mortgage would cover a refinance as soon as it was possible at exactly six months after closing. They also agreed that they would covering the hard costs of the loan considering it was them who had put us into the unfavorable scenario in the first place.
We connected with ***** multiple times between December and May to prepare ourselves to be ready for the refinance. ***** began the process - having her team request all the documents needed for the refinance. We have records of emails and calls with her team in April, May, June and July where we were conducting this process. Then, out of nowhere, the CrossCountry team disappeared for over six weeks, not responding to calls, only to reappear in late September later telling us that they'd be moving us to another bank for the mortgage but with no explanation. At that time, ***** once again reiterated that she would be covering the hard costs of the loan. The team at *** **** where she moved us was also told by ***** that Cross Country Mortgage would be paying the hard costs.
We completed the process with *** **** and have not been able to contact CrossCountry Mortgage despite calling, texting, emailing and even messaging on LinkedIn. CrossCountry Mortgage owes us $1,900 to cover the hard costs of the loan refinance with *** ****.Business Response
Date: 03/17/2023
Please see the attached response letter for further details.
During the loan review, our loan
officer found that the rates we had to offer on the refinance
would have been too high to be beneficial to the customer. As such, and in the best interest of the customer, we found another lender that could complete the
refinance at a lower rate, benefiting the customer in the long run. Please be aware that the
agreement to cover the hard costs, such as the underwriting and processing fees,
would have been covered by CrossCountry had the loan originated with CrossCountry.
As the loan was not completed with CrossCountry, those fees are not covered by
CrossCountry. Please accept our apologies for any miscommunication the customer may have
received regarding this matter.
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