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:02/20/2023

  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 used CCM ( cross country mortgage ) to purchase two properties second half of 2021.
  CCM has changed or moved website. im no longer able to log on to CCM website.
  I have asked for paper billing via phone, three times. i was emailed back from CCM that i
  need to log on to change to papaerless, or print mortgage coupon. I am unable to log on to CCM.
  
  please advise
  ** *********
  *** *** ****

  Customer Answer

  Date: 02/22/2023

  Additional information provided over the phone

   

  The consumer would like the coupons printed out by CCM and mailed to his address on file.

  

  Business Response

  Date: 04/07/2023

  Dear ** * *********: 

  We are in receipt of correspondence dated February 20, 2023, addressed to the Better Business Bureau (BBB). You stated you have purchased two properties through us in the second half of 2021, and that due to changes in our website, you are no longer able to log onto your account in our online portal. You stated you asked for paper billing via phone calls with our Customer Service Department multiple times, but received responses via email that you need to log onto our website in order to update your billing preferences or print a mortgage coupon. We have reviewed this situation and our response is indicated below. 

  Regarding making changes between paper and paperless mortgage statements, please be aware that our current process involves updates to be made solely by the borrower of the account through the online portal. Please accept our apologies for any inconvenience you may have experienced due to this. 

  Our records show we spoke with you via phone on March 3, 2023, and you were successfully able to log onto your account in our web portal. You will be able to view e-Statements generated by our office on our website. To access these documents click the "Documents" option on the Navigation Bar at the top of the screen. On the Documents page, click the "Statements" box, and then you may filter to the "Monthly statements" option on the Statements screen. 

  To activate the paperless state of your Mortgage Statements, select the popup menu in the top right corner of this page, which lists a portion of your active loan's property address. On this popup menu, click the "Communications" option. In the Communications tab of the Settings Page, you will see a section for "Paperless Billing," and to the right of that section will be an edit icon. When you click the edit icon, you will come to a Paperless Billing window, and you can click the switch to the right of the Paperless Billing option to activate it. Please ensure you are selecting the "Update" button at the bottom of the screen once the desired changes have been made. 

• Initial Complaint

  Date:02/18/2023

  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.

  We have a mortgage with this company
  We were granted a deferment of our mortgage for the month of December 2022, January and February 2023. Hurricane in caused a lot of distruction to a condo we own at ****** ******* ** * **** ******* ** *****. We had our mortgage set up for automatic payments, and we have paid every mortgage payment in full and on time. As a matter fact, we have paid every bill we’ve ever owned to anyone info and on time and have an excellent credit rating. They took our mortgage payment in December and I called and they told me it was no problem and they were just defer January February, and March instead. They then took my January payment. After about four phone calls, they told me they would refund December and January and eventually they did that. That immediately followed with a collections letter saying I was two months overdue in my payment. I have spoken to a number of customer service people , but the loss draft department cannot talk to the customer service department that handles my actual payment. Both tell me it’s the other person’s fault. Today I spoke to somebody again and asked for ********, a manager, who I spoke to two weeks ago, extension ****, and again she was not available to talk to. They assured me that my mortgage was in deferment and everything was fine. I also applied for an extension to the deferment for the next three months and that has not been taken care of either. I asked to speak to a manager today, but nobody called me back. Today in the mail, I got two more collection letters where I have now been escalated to the next level of default. I also got a notice that my credit rating was lowered. I have made a minimum of 15 phone calls and everybody blames somebody else and everybody tells me they’ve done their job but other people haven’t. They also are holding $62,000 of an insurance check that they were given and every time I call about that I get a different answer. I need someone in charge to contact me.

  Customer Answer

  Date: 03/15/2023

  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.

  
  

  First of all I have asked multiple times in multiple departments including corporate headquarters to have a manager call me at my phone listed on their records.  I have been promised over and over that a manager would reach out and as of today, 4 months later, I have not received a response.  I also reached out to ****** at the corporate office regarding this and I have had 3 conversations, all initiated by me and he promised a call from Legal and that he would get to the bottom of this and call me.  Still no response as of March 15, today!

  
  

  I am confused about all the moving of my $2000 and $4500 in the response letter.  I did NOT owe December, January and February and now I do not owe March, April or May.

  
  

  I did received the December and January payments that they took from my account as it was not owed yet was set up as an auto pay and they took it anyway.  I send $4500 and later $2000 with specific instructions that they be used for my ESCROW account only as I did not want to fall behind on that during my forbearance as the escrow payments for Insurance and Taxes would still be owed.  I was very proactive in that.  I also made a call to be sure that is where they were going and that I had submitted that correctly.

  
  

  I would like verification that all these funds, the $6500 is in the escrow account as it was intended.  All the moving back and forth was their inability to do their job.  I have had nothing but terrible service on every from from the moment we took out this mortgage and regret ever using this company.  I would advise anyone reading this to go elsewhere.  Just as in their response, it is very accusatory toward me when I have done everything right and onetime and their staff is not well verses.  

  
  

  In regard to not being transferred, I did hang up at one point after talking with a rep that was completely confused by every question I asked and then I just called back myself.

  
  

  One department tells you one thing and another something else.  No one is accountable and no one calls back.  I even have a name of ******** who was helpful at extension **** and she gave me her extension and told me to call with any questions, that she would figure out this mess.  I called multiple times and when I asked for her the reps each time told me "oh I am sorry, she is not available to take the call."

  
  

  I would like to know that ALL my payments since December and up through this March are deferred and satisfied.

  
  

  I would like to know that the $6500 is in the escrow account as intended.

  
  

  I would like to know that my credit report for any and all months that I have been decreed but put into collections has been cleared.

  
  

  I would like a phone call to the number ending in 5599, from either Legal or the manager of the loss draft department so I can actually speak to a live person that understands all facets of my account.  I have no interest in the fact the department 1 doesn't know what department 2 is doing and both continue to tell me that they have fixed my problem only to find out that the other department tells me it has not been resolved but they can't help as it is not their department.

  
  

  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  **** *******
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 03/27/2023

  
  We are in receipt of correspondence from the Better Business Bureau (BBB) to our office dated March 16, 2023. You stated that you have been unable to speak with a representative regarding your concerns, despite multiple requests to be contacted by a supervisor. You also stated that your payments of $4,500.00 and $2,000.00 were intended to be deposited in your escrow account, and you do not owe a payment from December 2022 through May 2023. You further stated our departments provided contradicting information, and our representatives have not responded to your phone calls. You requested confirmation that your payments were properly applied to the escrow account, the credit reporting of your payments is accurate, and to receive a phone call from our Loss Draft or Legal Departments. We have reviewed these concerns and our response is indicated below.
   
  Our records show you have been in communication with representatives from our Loss Draft Department regarding the insurance claim process. On March 17, 2023, we contacted you to discuss the next step of the process, and subsequently notated the account to reflect that we were in need of an inspection report. We received documents that included the contractor's estimate and letter of self-repair on March 22, 2023, and updated your file accordingly. We also received an email with a PDF attachment that we were unable to open and sent a response advising you of this information on March 22, 2023. Please be advised that we have launched a request for a manager from our Loss Draft Department to contact you and address any follow up questions. If you have any questions regarding the Loss Draft process, please contact our Loss Draft Department at 1-877-592-0192. You can also reach them at the following mailing address:
  Attention: Loss Draft Department 1 Corporate Drive, Suite 360 Lake Zurich, IL 60047-8945
   
  Please make sure your loan number is on all correspondence sent over.
  Regarding the application of your funds, please note that while the account was on forbearance, we received funds of $4,500.00, which were deposited into the escrow account on December 5, 2022. We also applied $2,000.00 towards the January 2023 payment on December 16, 2022. When we refunded the December 2022 and January 2023 payments, the funds of $4,500.00 and $2,000.00 were placed into the suspense account on January 16, 2023. To cease collection activity, we reversed payments of $2,000.00 and $4,500.00 from suspense, to apply towards the January and February 2023 payments on February 7, 2023, while we reviewed the account for a forbearance extension. Please note that we are currently in the process of reversing the funds of $4,500.0 and $2,000.00 from the suspense account to deposit into the escrow account. Please allow up to 3-5 business days for the reversals to be completed. We apologize for the inconvenience.
   
  Our correspondence dated March 14, 2023, confirmed the loan was approved for a forbearance extension from March 1, 2023, through May 1, 2023. Additionally, on March 1, 2023, we submitted a correction to the credit bureaus to report the January payment as current. The letter also advised to allow 1-3 business days for the credit bureaus to update their records. Until their records are updated, you may retain this letter as confirmation of the submitted correction. Additionally, please note that it may take 60 to 90 days for third party credit companies to reflect the update. We can confirm that after credit the correction was processed, there has not been any adverse vise reporting, and all your payments should be reporting at a current payment rate.
   
  We sincerely regret any inconvenience we may have caused when you contacted our representatives to address your concerns. This situation is not typical of our business practices. Your comments have been forwarded to the appropriate department. Our goal is to provide you with the service you expect and deserve in the future. We 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).
   
  Sincerely,
  
  a a A. Escalations Analyst Research Department

  Customer Answer

  Date: 03/27/2023

  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.

  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  **** *******
  
  
  
  
  
  I understand your reply however I did NOT receive a phone call FROM cross country mortgage on the 17th of March.  I was traveling that day and have gone through all my verizon records and did not miss an incoming call or message.  This is the way they seem to play.  I have continually asked for a manager to call me and prior to this I contacted the corporate office and as I pointed out in my first letter of complaint a gentleman called and promised to follow up but never has.  I called him back once and again he promised to follow up and hasn't.  ****** was his name.  He told me someone from Legal would also reach out but they have not.

  
  

  I don't understand why my $6500 is not in my escrow account and I would like back interest to be credited as none of this was due to anything I did wrong but an incompetent staff and management at Cross Country Mortgage.

  
  

  I also take offense that I submitted information about work that we did ourselves to put our unit back together.  We have hired all licenced contractors to do what has been done.

  
  

  We have paid $5114 for windows that are on order, $9500 for remediation to take out and then restore drywall, taping and mudding.  We have paid $86,000 out of pocket for kitchen, floors and painting as well as other work to put our unit back together.  We have a $9800 down payment on Appliances that have been paid.  We  have spent over $100,000 out of pocket to get our unit restored and will be spending another $100,000 before it is finished all the while Cross Country Mortgage claims that they can only release $40,000 of the $102,000 insurance payment that they are holding.  I also had an inspection done and "********" will be submitting all of that this week as well.  I have done everything I have been asked to do while Cross Country sits on MY money that is rightly due me.  Our unit was purchased in 2021 for $550,000 and we currently owe approximately $460,000.  The value will be approximately $1,100,000 when this is finished and our appraiser has told me even in the current condition it is worth approximately $800,000.  There is no reason Cross Country Mortgage should not release all of the remaining funds as it is unthinkable that most people have this kind of discretionary money sitting in an account to do the work upfront although we have proven and submitted all the correspondence that indicates we have paid over $100,000 already out of pocket.  Our bid from the main GP, ***** **** ********, is a total of $172,000.  Cabinets are ordered, floors in, paint done, etc.

  
  

  I would like a conversation with a MANAGER that can assure me that my escrow funds are in the correct account and when they will release the rest of the insurance funds.

  
  

  Also, since I have my loan in deferment until May 1, I would also like assurance that I am not showing delinquesnt AGAIN as I have received 2 monthly bills showing that I now owe over $5000 AGAIN as that department must be unaware that I am in deferment.  I did make ANOTHER call TO CC Mortgage on the 16th of March asking about this and they told me I was not showing in arrears and would not get any further bills.  I arrived home from vacation to get another bill and awaiting a collections notice that I am sure is not far behind and then we can start this process all over again.

  
  

  CC Mortgage has caused us much anguish over this, is ruining my almost perfect credit.   I have always paid ALL my bills in full and onetime.  I believe the should be escalated to someone in Corporate as the department of Loss Draft and the department handling the monthly payments do not communicate efficiently and one does not seem to know what the other is doing.

  
  

  Very disappointed.

  
  

  **** *******
  
  
  
   

  

  Business Response

  Date: 04/07/2023

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

  We are in receipt of correspondence from the Better Business Bureau (BBB) to our office dated February 20, 2023. You stated you received collection letters, Notices of Default, and correspondences indicating that your credit score has lowered, although your mortgage payments were deferred. You also stated that we applied mortgage payments while the account was in a forbearance. You further stated you requested a forbearance extension, but we have not relayed updates about this request. You alleged that we are withholding a loss draft insurance check of $62,000.00 and failed to provide clarity about the status of the funds. You requested to speak to a supervisor about this matter, stated that our representatives misinformed you about these issues, and neglected to call you back when you contacted us to address these matters. We have reviewed these concerns and our response is indicated below. 

  Our records show that on December 1, 2022, the account was approved for a forbearance with a zero-payment requirement from December 1, 2022, through February 1, 2023. We can confirm that when you initially contacted us to advise the property sustained damages from a hurricane on November 8, 2022, you requested a loan modification. However, we began reviewing the account for a forbearance after you inquired of this option during a phone conversation with a representative on November 18, 2022. 

  On November 30, 2022, a representative explained that we could not guarantee the account was eligible for a payment deferral. Please note that your mortgage was enrolled in a forbearance, as such, the payments deferred from December 1, 2022, through February 1, 2023, were still due after the forbearance period ended, unless you remitted funds to satisfy these payments, became approved for a forbearance extension before the period ended or enrolled in a payment plan option to bring the account current. 

• Initial Complaint

  Date:02/16/2023

  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 have told them to stop calling me. I have requested it both to a person over the phone and via the prompts. But They continued to harass me. The next stop is filling with the FCC

  

  Business Response

  Date: 02/28/2023

  Please see the attached response for further details.

  2/28/2023 -- 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, property address, or email address provided. Please know that the comments have been forwarded to the appropriate department. 

• Initial Complaint

  Date:02/16/2023

  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.

  I purchased my home with an fha loan on 9/30/2022, with CrossCountry mortgage. Everything went smoothly, until I filled all the paperwork for my tax exemption due to me being 100% disability from the VA. They verbally stated that they received all the paperwork in the beginning of January of 2023. But stated an escrow analysis is required and was scheduled for February 2023. I called on February 13,2023 to check the status of the analysis. They stated it should be completed within two business days. I then called back on February 16,2023 and they stated there was no analysis being completed or even attempted. Every time I contact them it’s a different story as to why they are not completing this analysis. I just want them to do what they said they would and adjust my monthly payments and refund what I am owed.

  

  Business Response

  Date: 03/03/2023

  Please see the attached response letter for further details.

  On February 17, 2023, we completed an escrow
  analysis for the mortgage loan to adjust the monthly payment
  and escrow account to reflect the 2022 ** **** City property tax exemption. The new payment is effective March 1, 2023.
  Additionally, a refund was issued via United
  States Postal Service (USPS) to the customer on February 22,
  2023. 

• Initial Complaint

  Date:02/14/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transferred our loan and we’re told we would be able to remove Pmi once our home had reached a certain value. With the market we had reached that point very quickly. We reached out to remove Pmi and we’re given some very vague answers. We then finally found out it was because the loan needed to be seasoned for 2 years. Understandable. So then at the two year mark I reached out to get the process going and from there it was a nightmare. We kept getting responses saying it couldn’t be removed but not really explaining why. I called customer service and they told me to fill out a bpo form and just send a check to them to see what happens. I was so fed up I did just that. Come to find out the check was canceled but we did not find out until much later when they sent it back to us. At that point we reached out again and it was a huge ordeal, turned out they had our Pmi coded wrong and so the whole time they thought it was non lender paid so they couldn’t cancel. All of a sudden like they flipped a switch they said we could start the process ALL over again and resend the check etc. this was in October time frame. So they finally have us schedule a bpo which was another pain and when the agent showed up I had to fill out the same paperwork again because she said cross country never sent it to them. All of a sudden after the bpo our Pmi vanished. I asked for a refund on all of the Pmi we paid during the processing time due to the fact that we didnt do anything wrong. The process was delayed several
  Times and even more concerning they had our loan coded wrong? That’s not good. So most recently I was notified that they will not refund me because in October they had to send a PPA to ****** ***. So why is this the first I’m hearing about that. We are very confused and would highly advise to stay away. Every conversation I’ve learned something new about our loan which is scary and their customer service is terrible.

  

  Business Response

  Date: 03/13/2023

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

  
  Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau (BBB) dated February 14, 2023. In your correspondence, you stated that you requested the removal ofyour Private Mortgage Insurance (PMI) over several months, and were provided with conflicting information upon each request. You provided examples of information you were provided to move forward with the process, but stated that specific information provided slowed the process of your PMI removal. You requested reimbursement of the PMI premiums paid during processing time, as you felt the removal process charged additional premiums to you. We have reviewed your concerns and our response is indicated below. 

  
  As you cited in your correspondence, you have been advised that the loan must be seasoned for a 24-month period to establish a good payment history to qualify for PMI removal based on the current market value of the property. This regulation, as well as most of the applicable regulations surrounding PMI removal, is established within the Homeowner's Protection Act of 1995 (HPA), which lays out several options for automatic or borrower-requested PMI cancellation. 

  
  Each time you have requested the.removal of PMI for this loan, we have reviewed the loan for eligibility based on the borrower-requested PMI termination requirements within HPA. To qualify for borrower-requested PMI termination within the first 2-year period, the loan must display a Loan to Value Ratio (LTV) of 80% or less based on the current unpaid principal balance and the lower of the purchase price of the property or the appraised value at closing. 

  lf, after the 24-month seasoning period, the loan has established a good payment history, the loan will become eligible to evaluate a new LTV based on the current market value of the property. As this loan was originated on August 12, 2020, this 24-month seasoning period expired on October 12, 2022. 

  
  According to our records, we have mailed separate correspondence detailing PMI removal options available to you on April 23, 2021, June 28, 2021, November 15, 2021, March 14, 2022, July 11, 2022, and August 18, 2022. Within each of these letters were the current PMI removal options available to you. Enclosed for your records is our most recent PMI termination requirements letter dated August 18, 2022. 
  On October 3, 2022, you contacted our Online Chat Department to inquire about the amount of a valuation fee to submit your PMI removal request. On October 13, 2022, we received your check number 1016 for $150.00. This check was intended as a Broker Priced Opinion (BPO) fee to determine a new value of the property for your PMI removal. 

  
  On October 18, 2022, our Escrow Department reviewed your eligibility to remove PMI from the loan. At that time, it was determined that the PMI for this loan was paid by the lender, meaning that no PMI premiums had been charged to you. On October 25, 2022, we mailed check number 1016 back to you, as lender-paid PMI cannot be waived. 

  
  After this check was returned to you, we received communications from our Corporate Office stating that the PMI on this loan should not be lender-paid. Our Escrow Department reviewed the loan again for PMI removal eligibility on November 28, 2022, and again determined that the PMI tied to the loan was lender-paid. At that time, our Corporate Office was required to submit a copy of the loan's post pUrchase adjustment to the ******* ******** ******** *********** (****** ***) to correct the PMI removal eligibility. This change was made by our Corporate Office on December 23, 2022. 

  
  With a correction submitted to show that the PMI tied to the loan was not lender-paid, our Escrow Department submitted a valuation request to ****** ***, the loan's investor, and guarantor, on December 27, 2022. Funds of $150.00 were paid for the BPO of the property to determine the new property value. 
  

  
  

  On January 20, 2023, we received the BPO results from ****** ***, confirming a current property value of $750,000.00. As the new property value determined an LTV under 80%, the loan became eligible to remove PMI on January 20, 2023. Accordingly, the insurance was terminated, and no further premiums were paid for the PMI policy. 

  
  We acknowledge that the mislabeled PMI type on the loan occurred through no fault of your own. With our receipt of your BPO fee of $150.00 on October 25, 2022, we will assume that, had the PMI not been mislabeled, a BPD would have been completed in early November 2022, and that the PMI for the loan would have been removed upon our receipt of this BP° report. As such, we are issuing a reimbursement of $228.66, which is intended to reimburse you for the PMI premiums disbursed from your escrow account in December 2022 and January 2023. This reimbursement will be issued via separate check to the mailing address on file. Please allow up to 15 business days to receive this reimbursement. 

  
  We sincerely apologize for any inconvenience you may have experienced in attempting to waive the PMI tied to the loan, as well as the delays in processing due to the incorrectly-placed notation that the PMI was lender paid. Customer service is of the utmost importance to us at CrossCountry Mortgage LLC., and we sincerely regret that this experience may have fallen short. 

  
  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, 

  
  N. ******* Escalations Resolution Specialist Research Department 
  

  
  

  
  

  Customer Answer

  Date: 03/13/2023

  [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:02/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cross country mortgage is not sending us our escrow refund check even though they are required to send it 20 days after closing. We sold the house on July 27th 2022 and we contacted them in September 2022 then about 3 times in December 2022 then about 5 times in January 2023 then about 5-6 times in February 2023 and they keep beating around the bush I have contacted my lawyer and they still refuse to give me any information on my check that they are required to give me by law, this company should not be allowed to give out loans let alone VA loans. Also they are very disrespectful on the phone.

  

  Business Response

  Date: 03/09/2023

  Please see the attached response letter for further details.

   We issued the escrow refund check on August 11, 2022, to the address we had on file at that
  time. We placed a stop payment on the check
  issued in August 2022, and issued a new check, dated February 23, 2023. This check was sent via ****** ****** ******* (***) two-day air on February 28, 2023, with tracking number
  ******************.  The check was issued
  to the customer's address disclosed on this BBB complaint from the customer. 

• Initial Complaint

  Date:02/08/2023

  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 was hung up on after stating I do not currently owe $ on my home. No we was not just disconnected. He asked if I already had a mortgage and I said no and then click. Thats no way to conduct business. I feel discriminated against because I don't owe on my home. I'm not worth talking to now so my opinion probably isn't worth hearing either.

  

  Business Response

  Date: 02/22/2023

  Please see the attached response letter for further details.

  2/22/2023 -- We
  take all complaints seriously and appreciate all the information provided. We thank you for allowing us the opportunity to investigate this
  matter. However, if the complainant could please provide the name
  of the employee and/or the phone number that contacted them claiming to be from
  CrossCountry to our Customer Relations Team, we can investigate this matter
  further to ensure proper coaching is provided to that employee. Please be aware that CrossCountry
  is committed to providing mortgage services to diverse communities and
  customers on equal opportunity bases. If the complainant is interested in obtaining a
  mortgage loan or hearing about the products we may offer, please feel free to
  contact our headquarters and we will connect them with one of our senior loan officers
  for further assistance. Customer service is of the utmost importance, and we
  sincerely regret that
  we did not meet the complainant's expectations. Please know that this is not typical of our
  business practices. Our representatives are
  trained not only to be knowledgeable, but also kind, courteous, and professional. We sincerely apologize for any inconvenience the complainant may have experienced.

• Initial Complaint

  Date:02/05/2023

  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.

  I brought a house on 9/21/2022 using Cross Country Mortage as my lender. In the month of December I was hospitalized. I reach out to the loss mitigation department to push my payments back until I was able to go back to work full time. In this process I have been sending me and my mother documents in. They are telling me they need documents that I have already sent in. They are asking for my mother paystubs for January and I have already sent them. Now they are telling me that I have 0 on my income part of the loss mitigation package. I put a 0 on the line that state taxable SSI because my mother SSI is not taxable. And I put the amount of her SSI on the line that says nontaxable. I ask to speak with a supervisor 4 times and have ask if someone can call me back no one has call me back it been over 2weeks still waiting for someone to call. Every time I call, they give me the same speech and still my documents are not being looked at. I believe they are trying to make me lose my house. Everything they have ask me for I have sent in and they are telling me that it's not there and I can see it been sent in.

  

  Business Response

  Date: 02/20/2023

  Please see the attached response letter and enclosures for further details.

  Our
  records indicate that on December 21, 2022, the customer spoke with our office advising
  that they were both out of work due to
  COVID-19 for two weeks without pay. On
  December 27, 28, and 29, 2022, the customer uploaded documents to the Loss Mitigation application
  online portal. After multiple notices and correspondence completed including phone calls requesting additional information, the Loss Mitigation Application was deemed complete as of February 14, 2023. We are aware that at times a customer may be asked to provide
  duplicate, updated, and/or new
  versions of the same documentation. This information is requested to ensure
  that our office has the most accurate information on file to process the application. We will
  review the loan for eligibility and intend to provide notice of which Loss Mitigation
  options, if any, are available to the customer within 30 calendar days of receipt of the completed application.

• Initial Complaint

  Date:02/03/2023

  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.

  I submitted a request for Covid Relief on my mortgage in April of 2022 as I was out of work a few months and I needed to get back "on my feet" financially. This was a relief that the company Cross Country Mortgage had offered to me when I called to let them know I needed to make a payment late. The offer allowed me 3mos no payment to be paid back at a later date. I called in August as I was told to and set up a payment plan that allowed me to tack the 3mos of missed payments onto the end of the mortgage loan. I have called every month trying to work this out with the company but I am getting nowhere. I have submitted all paperwork requested of me in regards to the issue. And now they are sending me letters stating that I am in default. The company has never contacted me other than letters, I have been forced to reach out to them every time. I simply am trying to resolve the issue and have the company do as they stated they would. Please I am asking that you help me motivate the company to do as they had agreed to do. Sincerely **** ******.

  

  Business Response

  Date: 02/15/2023

  Please see the attached response letter and enclosures for further details.

  On 5/10/22, the loan
  was approved for a 90-day Forbearance with a zero payment requirement from 5/1/22 - 7/1/22. We received the Loss
  Mitigation Application on 4/21/22; however, the application
  was determined to be incomplete. Subsequently, we sent notices advising what additional documentation was required to proceed with the application on April
  29, May 6, May 12, and July 11, 2022. After reviewing the file, we determined additional
  documentation was required and sent a letter detailing this information on 1/19/23. Please provide the
  requested documents to continue with the review process for hardship payment options, if you have not done so already at this time. For further updates, please contact our Loss Mitigation Department. Please be aware that we have been receiving
  consistent monthly payments from 5/22/22 - 2/6/23; however, since the second step review process has not been finalized to
  bring the loan current after the forbearance period ended, the account is still
  reflecting past due for the December 2022 payment. As a result, we
  mailed a notice of default on 1/23/23. 

  Customer Answer

  Date: 02/27/2023

  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.
  
  
  
  
  Cross Country Mortgage has at every turn given me the run around regarding this entire process. The information detailed in their response is correct, however they failed to mention that I completed all the paperwork for the resolution of the issue in August of 2022 and it was neither rejected nor accepted. As far as I can tell from many circuitous phone calls with them, my paperwork that would have resolved the issue simply disappeared and no one has any idea what happened to it. I have been calling them monthly (sometimes several times in a month) since August 2022 to try to resolve the matter and have only gotten excuses and nonsense. I am now being required to redo all the original Loss Mitigation paperwork again with my current information which means I have to start this whole process over. In the mean time, I am "behind" on my mortgage payments (which their records and my bank records say I have been paying faithfully since the expiration of the three month forbearance period) by three months and am now being accused of being in default on my mortgage as well as being charged fees for an issue that I did not cause and they refuse to resolve. I am doing my best to play their game but the rules and the odds are in their favor. I did not buy a house as a gamble. I am supposed to be able to trust my mortgage company.
  
  
  
  Regards,
  
  
  
  **** ******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:01/23/2023

  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.

  I have been awarded 100% total and permanent service connected disability through the Veterans Administration (VA) on 12/1/22. Per ***** tax law, I am 100% tax exempt from property tax . We have submitted all the information to Cross County Mortgage, and they refuse to comply . Our property tax is paid with our mortgage payment . Cross Country has refused to adjust mortgage payment to exclude property tax .

  

  Business Response

  Date: 02/15/2023

  Please see the attached response letter for further details.

  Our office has updated the tax
  information to reflect the exemption from taxes. Our records indicate we analyzed the escrow
  account on February 6, 2023, which determined an overage and an updated monthly mortgage payment, effective February 1, 2023. Please be advised that in
  order to make corrections to the mortgage account, we require substantial
  documentation to correct the homeowner’s insurance and/or tax lines. We do not
  accept estimates. The Escrow Analysis Statement detailing the updates made is issued in a separate
  correspondence.