|
11138701
|
2024-12-12
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Issue |
Private mortgage insurance (PMI)
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2024-12-12
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-12-12
|
|
|
10011046
|
2024-09-04
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Issue |
Escrow, taxes, or insurance
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2024-09-04
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-09-04
|
| Consumer Consent Provided |
Consent not provided
|
|
|
7155659
|
2023-06-22
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2023-06-22
|
| Submitted Via |
Web
|
| Company Response |
Closed with non-monetary relief
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-06-22
|
| Complaint What Happened |
I currently have a mortgage with Cross Country Mortgage LLC, I received a check from my home insurance company for a claim that damaged my kitchen. It had both my name and the the mortgage company on the check so it needed to be endorsed by the mortgage company. I sent the check to Cross Country and was told it would be mailed back in 5-7days. Since I was told that, I had the contractor complete the work. Well after several calls of them lying every time, the check has still not been mailed out. They received it on XX/XX/XXXX ... .Now they are saying I should receive by XX/XX/XXXX ... .how can I even believe them as they lied every time I call. I have a contractor waiting for a lot of money that I can't pay without that check.
|
| Consumer Consent Provided |
Consent provided
|
|
|
10412931
|
2024-10-10
|
Improper use of your report
|
Credit reporting or other personal consumer reports
|
|
| Tags |
Older American, Servicemember
|
| Issue |
Improper use of your report
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Credit reporting or other personal consumer reports
|
| Sub Issue |
Credit inquiries on your report that you don't recognize
|
| Sub Product |
Credit reporting
|
| Date Received |
2024-10-10
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-10-10
|
| Consumer Consent Provided |
Consent not provided
|
|
|
6896675
|
2023-04-27
|
Incorrect information on your report
|
Mortgage
|
|
| Issue |
Incorrect information on your report
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Issue |
Account information incorrect
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2023-04-27
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-04-27
|
| Consumer Consent Provided |
Consent not provided
|
|
|
10617371
|
2024-10-29
|
Improper use of your report
|
Credit reporting or other personal consumer reports
|
|
| Issue |
Improper use of your report
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Credit reporting or other personal consumer reports
|
| Sub Issue |
Credit inquiries on your report that you don't recognize
|
| Sub Product |
Credit reporting
|
| Date Received |
2024-10-29
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-10-31
|
| Complaint What Happened |
I have 3 hard inquiries on my credit report that I did not authorize.
XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX ) XXXX/Cross country Mortgage XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, XXXX ) These companies ran my credit without my authorization.
|
| Consumer Consent Provided |
Consent provided
|
|
|
4959027
|
2021-11-30
|
Closing on a mortgage
|
Mortgage
|
|
| Issue |
Closing on a mortgage
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2021-11-30
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-11-30
|
| Complaint What Happened |
XXXX XXXX and XXXX XXXX of cross country mortgage have delayed my closing by months because of forms not being submitted properly, not locking my interest rate when I was told it was locked and numerous other factors. I have plenty of text messages of lies and promises from XXXX and XXXX. I have had numerous disclosures that I signed and every time I get a new one my mortgage payment is higher. I have text messages from XXXX stating my mortgage payment will be at XXXX and my final disclosure is XXXX. XXXX and XXXX keep apologizing and keep telling me what I want to hear but I cant trust one thing they say. I was told I will be closing late XXXX by XXXX in late XXXX. I was told by XXXX we were days from closing in XXXX. Most recently XXXX told my wife a form was sent to the state last XXXX just to shut her up but we found out from the processor that was a lie and it was sent on XXXX. It is now XX/XX/XXXX and we are still not ready to close. These XXXX are not fit for this job. This is the biggest purchase of my life and I cant trust a word these guys say that is not how businesses should be done. This is completely unacceptable.
|
| Consumer Consent Provided |
Consent provided
|
|
|
7688124
|
2023-10-12
|
Applying for a mortgage or refinancing an existing mortgage
|
Mortgage
|
|
| Issue |
Applying for a mortgage or refinancing an existing mortgage
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Issue |
Confusing or misleading advertising or marketing
|
| Sub Product |
FHA mortgage
|
| Date Received |
2023-10-12
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-10-12
|
| Consumer Consent Provided |
Consent not provided
|
|
|
6579982
|
2023-02-16
|
Struggling to pay mortgage
|
Mortgage
|
|
| Issue |
Struggling to pay mortgage
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2023-02-16
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-02-16
|
| Consumer Consent Provided |
Consent not provided
|
|
|
3876043
|
2020-10-01
|
Closing on a mortgage
|
Mortgage
|
|
| Issue |
Closing on a mortgage
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2020-10-01
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2020-10-01
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Complaint What Happened |
Hello, I received a Loan Estimate on XX/XX/21 and was told by the agent that rates have come down to 2.75.
I requested an update and the loan officer refuses to send me one until I am out of attorney review.
The company is Cross Country Mortgage.
|
| Consumer Consent Provided |
Consent provided
|
|
|
9758949
|
2024-08-09
|
Closing on a mortgage
|
Mortgage
|
|
| Issue |
Closing on a mortgage
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Issue |
Trying to communicate with the company to fix an issue with the loan closing
|
| Sub Product |
FHA mortgage
|
| Date Received |
2024-08-09
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-08-09
|
| Complaint What Happened |
I want to express that this has been a very distressing situation for me.
The attachments provide an example of the treatment I received from my Loan Advisor at Cross Country over the past two-three months.
I expressed to my Realtor via text over a month ago that I did not feel I was being listened to/fairly represented by my Loan Advisor, possibly due to being XXXX following conversations I had with her.
It got to the point where I would reach out to others on her team rather than my assigned Advisor because of the discomfort I felt when having to speak with her. Additionally, due to the aggression and misinformation provided that was recognized when I spoke to her on the phone, I ultimately had no choice but to advise my Loan Advisor that I would prefer to touch base on via email or by text moving forward.
She was often extremely condescending when I asked her question. She made many targeted, coercing & discriminatory remarks ( e.g., risk of homelessness, being denied by another lender, being denied of a grant, moving into low income areas, etc. ) on the phone.
At times, she would provide me with inaccurate or misinformationif I pointed it out, she would respond with the same tone/passive aggressiveness as exhibited in the provided appalling email from XX/XX/24. It was incredibly upsetting and intimidating during the home buying process.
I attempted to reach out to a Supervisor at Cross Country on XX/XX/24 to change Advisors and left a message with a representative that I spoke to directly with on the phone. I explained my reason for calling and asked if a manager could follow up concerning the issues I was having with my Loan Advisor.
Additionally, I made attempts to reach out to the XXXX and took an online survey sharing my experience with, y advisor, and have not received a response from management.
As a XXXX woman, I truly feel I was targeted, treated unfairly by my loan advisor and the organization Cross Country Mortgage due to my background, and status.
|
| Consumer Consent Provided |
Consent provided
|
|
|
4312439
|
2021-04-20
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2021-04-20
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-04-20
|
| Consumer Consent Provided |
Consent not provided
|
|
|
5169674
|
2022-01-31
|
Closing on a mortgage
|
Mortgage
|
|
| Issue |
Closing on a mortgage
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2022-01-31
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-01-31
|
| Consumer Consent Provided |
Other
|
|
|
5357970
|
2022-03-23
|
Applying for a mortgage or refinancing an existing mortgage
|
Mortgage
|
|
| Issue |
Applying for a mortgage or refinancing an existing mortgage
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2022-03-23
|
| Submitted Via |
Web
|
| Company Response |
Closed with monetary relief
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-03-23
|
| Complaint What Happened |
I started a mortgage application for the refinance of my Co-Op with Cross Country Mortgage in XX/XX/2021. Initially I was told this process would take approximately 60 days to complete. Communication with this company was steady and fair until around XX/XX/2021 when I was waiting for a closing date. I the operations manager that I was assigned to when I didn't hear back from them around the time I should have received a closing date. I was told that by her they were waiting for a response from the Attorneys that they chose. After another 2 weeks went by I contacted them again and was told they would go with a plan B which was to find a new lawyer. Two weeks after that I began calling and emailing both the operations manager and the loan originator and got no response. Finally I contacted the attorneys they chose. When I spoke with them, I was told they represent the lender so there really wasn't anything for them to do but secure the title. I called the mortgage company back and was transferred to a manager who then told me that my application is no longer valid and these things happen. He stated he would find a new lawyer and restart the process. As of the date of this compliant I have yet to receive any response from them despite numerous phone calls, and emails. 2 disclosure extensions and XXXX later for an appraisal and Co-op survey fees and I have yet to hear back from this company despite numerous phone calls and emails.
|
| Consumer Consent Provided |
Consent provided
|
|
|
5618974
|
2022-05-28
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2022-05-28
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-05-28
|
| Complaint What Happened |
I reached out to my mortgage company, Cross Country LLC for my PMI to be dropped in the beginning of XXXX. I was told it would take a week and a half to be processed and would receive a letter in the mail. I received a letter on XX/XX/XXXX. I completed the necessary paperwork and sent a check in the amount of {$150.00} for the revaluation of my home. An appraisal was not ordered until over a month later, XX/XX/XXXX. I set up the appraisal and it was completed on XX/XX/XXXX. After multiple calls to Cross Country Mortgage LLC. I received no information on the status of the reappraisal. I was told my appraisal process would close XX/XX/XXXX. I called back on XX/XX/XXXX and was then told they had 30 days from XX/XX/XXXX, call back after XX/XX/XXXX. I called back XX/XX/XXXX and still no information. I have never missed a payment and have continued to pay PMI ( {$260.00} ) for the month of XXXX, XXXX, XXXX, and now XXXX. Yesterday I was told a letter was mailed and can expect to receive it in 10 days. The appraisal of my house came back at {$550000.00}. I was told PMI could not be dropped. I am now disputing the appraisal as that amount is nearly XXXX lower than any house that has sold in my neighborhood in the last 6 months. I feel that the mortgage company has been delaying and not providing information at my expense as I continue to make PMI payments. I have called and left my name and number multiple times and never received a call back. Every representative could not provide me with information until I filed a complaint and articulated the dragging of feet, lacking of information and unprofessionalism I encountered. Furthermore, I feel the bank purposefully came in low on my appraisal ( {$5000.00} short of PMI being dropped ). Im sure the disputing process will take months and all at my expense as I continue to pay an unnecessary PMI fee.
|
| Consumer Consent Provided |
Consent provided
|
|
|
5372363
|
2022-03-27
|
Struggling to pay mortgage
|
Mortgage
|
|
| Issue |
Struggling to pay mortgage
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2022-03-27
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-03-27
|
| Complaint What Happened |
In XX/XX/XXXX I entered into forbearance with cross country Mortgage LLC They told me my options in XXXX of XXXX I asked to leave the forbearance and asked for a loan modification. they said I pay a certain amount for three months and wait to see if I am approved. I call once a month and check to make sure I am doing everything right I have been sending them money every month and they have my money in a hold account I have been doing this now for a year and they have not let me out of loss mitigation they said I was approved for a modification and that I am now in closing I wrote them a RESPA letter asking for paper work I have not received a thing from them just a statement saying they are going to do an appraisal on my home and I have to pay for it I still calling them once a month and been told the same thing I was approved and that's all they will say. I have been trying to get out of loss mitigation and Cross Country Mortgage LLC will not let me out they have over XXXX XXXX of my money in a hold account I only owe them XXXX there's a huge difference
|
| Consumer Consent Provided |
Consent provided
|
|
|
7176776
|
2023-06-27
|
Improper use of your report
|
Credit reporting, credit repair services, or other personal consumer reports
|
|
| Issue |
Improper use of your report
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Credit reporting, credit repair services, or other personal consumer reports
|
| Sub Issue |
Credit inquiries on your report that you don't recognize
|
| Sub Product |
Credit reporting
|
| Date Received |
2023-06-27
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-06-27
|
| Consumer Consent Provided |
Consent not provided
|
|
|
5130970
|
2022-01-20
|
Problem with a credit reporting company's investigation into an existing problem
|
Credit reporting, credit repair services, or other personal consumer reports
|
|
| Issue |
Problem with a credit reporting company's investigation into an existing problem
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Credit reporting, credit repair services, or other personal consumer reports
|
| Sub Issue |
Problem with personal statement of dispute
|
| Sub Product |
Credit reporting
|
| Date Received |
2022-01-20
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-01-20
|
| Consumer Consent Provided |
Consent not provided
|
|
|
6430771
|
2023-01-13
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2023-01-13
|
| Submitted Via |
Phone
|
| Company Response |
Closed with non-monetary relief
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-01-13
|
| Consumer Consent Provided |
N/A
|
|
|
5783482
|
2022-07-18
|
Incorrect information on your report
|
Credit reporting, credit repair services, or other personal consumer reports
|
|
| Issue |
Incorrect information on your report
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Credit reporting, credit repair services, or other personal consumer reports
|
| Sub Issue |
Account information incorrect
|
| Sub Product |
Credit reporting
|
| Date Received |
2022-07-18
|
| Submitted Via |
Web
|
| Company Response |
Closed with non-monetary relief
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-07-18
|
| Consumer Consent Provided |
Consent not provided
|
|
|
5753988
|
2022-07-09
|
Incorrect information on your report
|
Mortgage
|
|
| Issue |
Incorrect information on your report
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Issue |
Account information incorrect
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2022-07-09
|
| Submitted Via |
Web
|
| Company Response |
Closed with non-monetary relief
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-07-25
|
| Complaint What Happened |
Cross country Mortgage has stated I have not made payments in 4 months this is untrue I have made all payments during forbearance. I have also made payments over the amount they asked for They have reported that I owe more then I due and also add that I have outstanding amount of XXXX which is untrue when they had over XXXX XXXX dollars they report the mortgage is higher then what it it really is I called an asked for an itemized detail list of how the funds would be disbursed and have no repose I have never missed a month of the payments they reported I did I would like this fixed on my credit score I gave them all the payments and money and now am entering a new agreement with them and this happens
|
| Consumer Consent Provided |
Consent provided
|
|
|
4425855
|
2021-06-02
|
Closing on a mortgage
|
Mortgage
|
|
| Tags |
Older American, Servicemember
|
| Issue |
Closing on a mortgage
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Product |
VA mortgage
|
| Date Received |
2021-06-02
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-06-02
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Complaint What Happened |
Started the refinance process in late XXXX, provided paperwork after paperwork. Went though the month of XXXX and though XXXX. They kept asking for more documents. I received about eight closing notices. Each time expecting to get the loan finalized. Then, I needed more documents. I would ask, do you need anything else, and they said no. Then, they needed more, I have many emails in which they tell me they have everything. Then, I get the loan is in final approval in the underwriting department, thought we were going to close. Then, no, needed information on my forbearance notification. This came after three months of telling me they had everything. Now, I get the forbearance thing was new, but after three months they didnt t know this?
I really think the loan officer was trying, but the underwriter kept asking for more. No one from the mortgage company tried to call my bank, on a three call to verify that the forbearance has been moved to the end of the loan. I would of hoped that they would have reached out to FHA or someone that was familiar with the process.
Bottom line is I want my loan approved and we can move on.maybe you can tell them how to get it done.
|
| Consumer Consent Provided |
Consent provided
|
|
|
4344507
|
2021-05-03
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2021-05-03
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-05-03
|
| Company Public Response |
Company believes the complaint provided an opportunity to answer consumer's questions
|
| Complaint What Happened |
On XX/XX/XXXX we purchased our property. All taxes and insurance are being escrowed and we pay our mortgage payment, which includes principal, interest and escrow on time every month. However, Cross Country has failed to pay our property taxes on time, resulting in a lien being filed by XXXX County ( GA ) on the property. This lien was subsequently sold by XXXX County to XXXX XXXX, which continues to add penalties and interest to the amount due.
We have tried to work with Cross Country, making numerous calls and forwarding all documents and notices we have received to their customer service center, but no progress has been made since the lien was filed in XX/XX/XXXX. This problem is consuming a large portion of our time and has caused us great distress over several months. We feel we are at a dead end and that this will not be resolved without help. That is why we are filing this complaint. Below is a chronological summary and attached are supporting documents of what has transpired to date.
In XX/XX/XXXX, a month after we purchased our property, we received a notice from XXXX County that our city and county taxes were due. The city tax was due XX/XX/XXXX and the county tax was due XX/XX/XXXX. We looked on our Cross Country account and found that Cross Country had noted the taxes being due in XXXX and XXXX. We contacted Cross Country and explained that they had incorrect information and, at their request, we emailed them the tax bill. They agreed to pay the taxes and said they would check into the due dates they had on file.
On XX/XX/XXXX, after determining the taxes had not been paid, we emailed Cross Country explaining that the XXXX County ( City of XXXX ) taxes were delinquent as of XX/XX/XXXX and the XXXX County ( County ) taxes were still due XX/XX/XXXX and we reattached the tax bill showing both tax bills and their due dates.
We continued to check the tax assessors website and determined in XX/XX/XXXX that all taxes were not paid. The City taxes were still outstanding. When we looked at our Cross Country account we could see that Cross Country had only paid the XXXX County taxes and not the City of XXXX taxes ( which both go to XXXX County ). On XX/XX/XXXX, we contacted Cross Country and they requested another copy of the tax bill, which we once again emailed to them showing the outstanding taxes due.
Since we do not live at the property full time, we have someone checking our mail periodically. They alerted us in late XX/XX/XXXX that a Notice of Intent to Issue a FIFA was received from XXXX County. We contacted XXXX County and learned a FIFA lien was filed due to the City of XXXX taxes not being paid. We contacted Cross Country and explained this to them. We again sent them a copy of the tax bill showing what was outstanding and a copy of the Notice of XXXXntent to Issue FIFA. They assured us they would take care of it.
On XX/XX/XXXX we followed up with XXXX County to see if the taxes had been paid and were informed they had not been paid and therefore, the FIFA had been sold to XXXX XXXX on XX/XX/XXXX. They stated that it was now with XXXX XXXX and for us to contact them to arrange payment. We contacted XXXX XXXX and got the payment information. We then contacted Cross Country to relay this information and to tell them that the payment could no longer be made to XXXX XXXX, but now had to go to XXXX XXXX. We provided Cross Country the total amount due including interest and penalties, as well as the address to send the payment to. Cross Country assured us they would process the payment and that they would cover all interest and penalties by the end of XXXX deadline. We contacted Cross Country several times during the month of XXXX to check on the status of this payment and were assured the check would go out by the end of XXXX. We sent follow-up emails with reminders and attachments. We repeatedly conveyed that it had to be received by XXXX XXXX by the end of XXXX or more interest and penalties would accrue but they assured us it was being taken care of.
In XXXX, XXXX received an email from XXXX XXXX that the amount due was not paid and has now been increased by additional interest and penalties. This payoff amount was now good until XX/XX/XXXX. Please note that some notices are in the name of the seller and sent to our property address. We have attempted to get all notices sent to our address in New York or via email but some are still going to the property. On XX/XX/XXXX, we forwarded the updated notice from XXXX XXXX to Cross Country and had more calls.
We continued to follow up with Cross Country and on XX/XX/XXXX ( three days before the deadline to pay XXXX XXXX ) we contacted Cross Country and they requested another copy of the payment notice, which we again emailed to customer service.
On XX/XX/XXXX we contacted Cross Country again and sent them a copy of an XXXX XXXX notice which was received in the mail at the property, adding more penalties and interest to the amount due and which states that the payoff amount is good through XX/XX/XXXX.
Please note that when we call Cross Country, they start by telling us the taxes have been paid. We then explain that, if you look on the tax assessors website, you see that it shows the taxes have been paid but this is only because XXXX County has been made whole by XXXX XXXX in selling them the FIFA lien. But we now owe XXXX XXXX the amount due in order to remove the lien. Cross Country has told us at times they dont know how they will pay XXXX XXXX. Cross Country also tells us repeatedly that the matter has been escalated and that a work order has been opened to pay the amount due, but the bill does not get paid.
Furthermore, the due dates for our taxes as noted on our Cross Country account are still showing XXXX and XXXX, which we have asked repeated to be updated to avoid this happening again. We have asked XXXX County if these are the due dates and they have replied that the bill have not even dropped by that date. We have also asked to speak with the tax department at Cross Country but were told that we could not speak to them, nor could Cross Country customer service, since the tax department does not have a direct line. And while we do not know if this is accurate, we were also told that paying the taxes is not handled by Cross Country but that there was a third party that handles those payments. From our standpoint, it makes no difference who handles this but we assume that Cross Country is still the responsible party for servicing our mortgage.
We have also requested during our many conversations with Cross Country to have the escrow removed and allow us to make the tax and insurance payments ourselves, but those we spoke with didnt know how to go about making that change.
Calling Cross Country customer service is a nightmare. We never get to speak with the same person twice and everyone seems to have the same misinformation which requires us to go through the entire history each time. Often we ask to speak with a supervisor and on occasion we have done so. They have at times provided their servicing code so that we can request them next time we call in but they are never available or off for the day. On at least two occasions we were disconnected or placed on hold for excessive periods of time. Below are the dates we spoke with a supervisor and noted their names. There were many more calls to Cross Country than this but these were the calls when we requested a supervisor, one was available to speak with us and we wrote down their name.
XX/XX/XXXX XXXX XX/XX/XXXX XXXX.
XX/XX/XXXX XXXX XX/XX/XXXX XXXX ( code XXXX XXXX XX/XX/XXXX XXXX ( code EPT ) What we are requesting : 1. Cross Country to pay XXXX XXXX and obtain lien release.
2. Property tax due dates be correctly reflected in our account.
3. Our escrow obligation be removed from our payment and the escrow balance refunded to us to allow us to manage our own payments. If Cross Country does this, numbers one and two above will not be necessary and we will be free to resolve this problem by paying off XXXX XXXX and assure that all payments related to our property are made on time in the future.
We have lost confidence in Cross Country and do not believe they are competent enough to service our mortgage. They have not only breached their obligation to make the required payments for which we pay into escrow, but they have failed to rectify the situation they have created despite our exhaustive efforts to do so. They may say they have appointed a resolution Specialist to our case, as we had received an email with the name XXXX XXXX but when we have tried to get in touch with her, she is never available and her voice mailbox is full. We have also received calls in response to our negative survey responses but after we explain the situation, we are transferred to another supervisor and again nothing progresses. Thank you for your attention to this matter. We look forward to hearing from you.
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| Consumer Consent Provided |
Consent provided
|
|
|
4099645
|
2021-01-28
|
Applying for a mortgage or refinancing an existing mortgage
|
Mortgage
|
|
| Issue |
Applying for a mortgage or refinancing an existing mortgage
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Product |
FHA mortgage
|
| Date Received |
2021-01-28
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-01-28
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Complaint What Happened |
the processor who screwed up my file, XXXX was fired two days after his mistake.
The underwriter admitted they messed up as well as lender.
Should of advised me Bc I reached out to to 2 other lenders who were able to access the file in less that 2 hours and notify me that the loan could not be done Bc of the foreclosure.
I had a 21 financial contingency and because of their gross negligence the day before closing I was notified that i was not going to be able to close the next day. I lost my $ XXXX in earnest money and could be sued for more Bc of the sellers time wasted with property off market.
|
| Consumer Consent Provided |
Consent provided
|
|
|
3986246
|
2020-12-02
|
Applying for a mortgage or refinancing an existing mortgage
|
Mortgage
|
|
| Issue |
Applying for a mortgage or refinancing an existing mortgage
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2020-12-02
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2020-12-02
|
| Company Public Response |
Company believes the complaint is the result of a misunderstanding
|
| Complaint What Happened |
CrossCounty mortgage refuses to provide me with a loan estimate until I provide them with a signed purchase contract.
On XX/XX/2020, I spoke with XXXX XXXX of CrossCountry Mortgage who identified himself as working with loan officer XXXX XXXX XXXX ID # XXXX at CrossCountry mortgage. After a brief phone conversation, I was directed to fill out a mortgage loan application on their website, which I completed, along with extensive documentation regarding assets and income, on the same day. On XX/XX/XXXX, I received an email from XXXX to tell me that I had been pre-approved for a mortgage. Attached to email was a letter signed by XXXX stating that my credit, assets, and income were reviewed. I also received a notification from XXXX that CrossCountry performed a credit check on XX/XX/XXXX.
On XX/XX/2020, I sent an email to XXXX and XXXX requesting a loan estimate. In my request, I included the property address, property value, loan amount, as well as an estimate of other fees, including HOA and homeowners insurance premiums.
XXXX responded that CrossCountry is unable to provide a mortgage estimate without a purchase contract. This is despite CrossCountry reviewing my mortgage application and me providing them with all of the details they would need to provide me with an accurate loan estimate.
|
| Consumer Consent Provided |
Consent provided
|
|
|
3977306
|
2020-11-27
|
Struggling to pay mortgage
|
Mortgage
|
|
| Issue |
Struggling to pay mortgage
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Product |
FHA mortgage
|
| Date Received |
2020-11-27
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2020-11-27
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Consumer Consent Provided |
Consent not provided
|
|
|
3418380
|
2019-10-25
|
Attempts to collect debt not owed
|
Debt collection
|
|
| Issue |
Attempts to collect debt not owed
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Debt collection
|
| Sub Issue |
Debt is not yours
|
| Sub Product |
Credit card debt
|
| Date Received |
2019-10-25
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2019-10-26
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Complaint What Happened |
I am writing to request your help. I tried to solve this issue with CrossCountry Mortgage back on XX/XX/2019. I requested this company to start an investigation about a late payment that is being reported to the credit bureaus. In the request I also clarified that I was disputing the payment history they are reporting to the credit bureaus.
40 days after, I checked my credit reports and they did not even mark the account as disputed, they did not start any investigation as they are supposed to under the FCRA.
Please help me to solve this issue since they are committing multiple violation such as reporting incomplete and incorrect information to the credit bureaus, unfair business practices and negligence, etc.
See documents attached.
|
| Consumer Consent Provided |
Consent provided
|
|
|
3932590
|
2020-11-02
|
Closing on a mortgage
|
Mortgage
|
|
| Tags |
Servicemember
|
| Issue |
Closing on a mortgage
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Product |
VA mortgage
|
| Date Received |
2020-11-02
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2020-11-02
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Complaint What Happened |
Hi On XX/XX/2020 I closed on my new construction home as advised by my lawyer XXXX XXXX go ahead and close due to the pandemic the CO is on someone desk waiting to be signed now 3 months went by the town will not issue a Co for the house because of a list of problems with the property Ive notified my lawyer which is no help Ive contacted XXXX XXXX builder which was XXXX builder before and cross country mortgage. No one is ever willing to help. They did some repairs and still not up to town standards. Im a XXXX veteran. All I get from everyone is the run around. This builder, mortgage company and both my lawyer and theirs are no help. Please guide me to what I should do.
|
| Consumer Consent Provided |
Consent provided
|
|
|
5855521
|
2022-08-08
|
Applying for a mortgage or refinancing an existing mortgage
|
Mortgage
|
|
| Tags |
Servicemember
|
| Issue |
Applying for a mortgage or refinancing an existing mortgage
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Product |
VA mortgage
|
| Date Received |
2022-08-08
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-08-08
|
| Consumer Consent Provided |
Consent not provided
|
|
|
8935119
|
2024-05-05
|
Trouble during payment process
|
Mortgage
|
|
| Tags |
Servicemember
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Mortgage
|
| Sub Issue |
Escrow, taxes, or insurance
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2024-05-05
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-05-05
|
| Complaint What Happened |
I refinanced with another lender. Loan was paid off. I had {$6200.00} in escrow. Over 30 days ago. I tried calling old lender for my escrow refund. I am not able to speak to someone. I speak to automated teller with not option to speak to a live person. Did not receive my escrow refund. Bank was deceptive from the start. I'm afraid I won't get my escrow due me. I did not want escrow, bank agreed, they stated I would not have to pay escrow. I got the amount to pay for mortgage. But, at closing they instituted an escrow. Lied. Told me I could refinance after 6 months, and would not have to pay closing if I stayed with them. My lawyer said that is a lie, everyone pays closing for refinance. After 6 months I asked if I can refinance, the bank said No. I decided to apply to another bank, got approved. New Bank paid off mortgage. Now I can't speak to anyone from the old bank. They blacklisted me. The automated teller hangs up on me. I had 3 options 1. Request loan payoff letter, 3. Request lien statement, 3. Request tax statement. Those are my only options. It tells me to go online. I did that. I want to get my escrow Check. There is no information available.
|
| Consumer Consent Provided |
Consent provided
|
|
|
5641929
|
2022-06-07
|
Improper use of your report
|
Credit reporting, credit repair services, or other personal consumer reports
|
|
| Issue |
Improper use of your report
|
| Timely |
Yes
|
| Company |
CrossCountry Mortgage LLC
|
| Product |
Credit reporting, credit repair services, or other personal consumer reports
|
| Sub Issue |
Credit inquiries on your report that you don't recognize
|
| Sub Product |
Credit reporting
|
| Date Received |
2022-06-07
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-06-07
|
| Consumer Consent Provided |
Consent not provided
|
|
