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
- 300 total complaints in the last 3 years.
- 93 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:06/17/2025
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.
Cross country mortgage paid my flood insurance 2 times and has not returned the $1754.77. To my escrow acct. I have been dealing with this since approximately March 15th of this year. Also we have sold a portion of the property and wanted the taxes for sold piece taken off of our escrow acct and they won’t unless I pay them money they already took from me. I am tired of dealing with these incompetent people.
Business Response
Date: 07/10/2025
***** ** ******** July 10, 2025
***** ***** ** **
*** ***** ** *****YOUR INFO
BORROWER(S):
***** ** ********
CASE NUMBER: **********
LOAN NUMBER: **********
REFERENCE NUMBER: ********
PROPERTY ADDRESS:
***** ***** ** **
*** ***** ** *****
Dear ***** ** ********:
We received your concerns submitted by the Better Business Bureau (BBB) on June 25, 2025, and we
are sharing with you what we found after an investigation into your concerns.
Hazard Insurance
In your correspondence, you stated, CrossCountry Mortgage has paid your flood insurance twice and
has not yet refunded the $1,754.77 to your escrow account. Additionally, you have sold a portion of your
property and are requesting that the taxes for the sold piece be removed from your escrow account,
but the company is requiring you to pay additional money that has already been taken from you. You
are seeking resolution to these issues.
After reviewing your account, we found that we began servicing the loan as of February 1, 2024. A
Welcome Letter dated February 9, 2024 was sent via mail detailing the servicing transfer. The letter
stated the terms of the loan will remain the same and tax and insurance payments will continue to
be made from escrow on your behalf, and advised that you needed to contact your hazard
insurance company and ask that your insurance carrier change the mortgagee clause. It is
important to note per the original collateral document Deed of Trust, section 3 references Funds for
Escrow Items and section 5 details the Property Insurance requirements for the above-mentioned
loan.
Renewal policy information was not received for the flood policy due April 27, 2025. On April 14,
2025, a work item was completed to update the policy details for flood, per the website. An update
was made to reflect Neptune Insurance policy#********** effective April 27, 2025 through April
27, 2026, and premium payment was requested for $1,045.75. It was noted that the Mortgagee
Clause was incorrect.
Funds were disbursed from the escrow account for Flood Insurance in the amount of $1,045.75 on
April 15, 2025 to policy# **********. Additionally, a letter in reference to policy #********** was
sent to ******* ***** Inc with a request to update the Mortgagee Clause.
You called the Insurance Department on May 13, 2025, to advise the premium for flood insurance
was paid short as the total premium is $1,754.47 and an amount of $708.72 was due. Payment was
requested to ******* ********* for the additional amount due.
CrossCountry Mortgage and *** ******® are brand names for ********** ******** ***.
If you are a successor in interest (received the property from a relative through death, devise, or divorce, and you are not a
borrower on the loan) that has not assumed, or otherwise become obligated on the debt, this communication is for
informational purposes only and is not an attempt to collect a debt from you personally.
Funds were disbursed from the escrow account for Flood Insurance in the amount of $708.72 on
May 14, 2025 for policy #********** and was issued to ******* ********* via overnight mail.
The insurance agent called into the Insurance Department on May 15, 2025, to advise that the
payment we made was made towards the incorrect policy. An update was made and the system
was updated to reflect the correct Neptune policy#********** effective April 27, 2025 through
April 27, 2026. This same day policy information was received from the insurance company
reflecting the policy change. We apologize that the validation of the flood policy was not properly
managed.
A payment of $1,754.77 was requested to pay the correct policy. It is important to note that a refund
of the premium paid to the incorrect policy will be issued directly from the insurance company to
the homeowner. Once you receive the refund you may send the funds to us as an additional escrow
payment to be made to the escrow account to avoid a potential shortage.
Funds were disbursed from the escrow account for Flood Insurance in the amount of $1,754.77 on
May 16, 2025 to policy#********** and was issued to ******* ********* via overnight mail.
On July 1, 2025, funds in the amount of $1,737.00 were received via the website as an additional
escrow payment posted to the account as Escrow Deposit.
A review of the flood policy was conducted on July 7, 2025. It was confirmed that the flood policy
had expired, canceled or non-renewed on July 3, 2024, and a replacement policy has not been
provided, and no disbursement was made from the escrow account for this insurance. An
Insurance Letter dated July 7, 2025, was uploaded to the online account and an electronic
notification was sent via email to advise that a new document was ready to view. The letter detailed
the coverage requirements for the property and requested evidence of coverage.
An Insurance letter dated July 8, 2025, was uploaded to the online account and an electronic
notification was sent via email to advise that a new document was ready to view. The letter
confirmed receipt of evidence of flood insurance and advised that the policy information received
had been updated on the account. The letter detailed a lapse in coverage for the flood policy from
July 3, 2024 to April 27, 2025 along with a request for evidence of insurance for to avoid a lender
policy being obtained for the property. The letter advised of the estimated cost of a lender policy
and provided instructions to contact your insurance provider and ask them to provide evidence of
insurance for this lapse period.
Escrow Analysis
Per your request to adjust the monthly payment, an new Escrow Analysis was generated on July 10,
2025 effective August 1, 2025, which resulted in a decrease in the monthly payment from $2,423.37
to $2,278.62 and shortage amount of $1,753.91. A breakdown of the new monthly payment is based
on the following:
Principal and Interest (P&I): $1,295.34
Base Escrow Payment: $837.12
Shortage Spread: $146.16
Total Monthly Payment: $2,278.62
CrossCountry Mortgage and *** ******® are brand name for ********** ******** ***.
You will receive correspondence detailing the results of the analysis under separate cover.
Partial Release
Further review of the account determined on July 1, 2025, a review of your request surrounding partial
release was conducted. It was confirmed that a partial release has not been completed on the above-
mentioned account. A reply to your request was sent via email on July 1, 2025, with partial release
requirements to proceed with the process.
On July 7, 2025, we received a request for partial release, and your request was forwarded for review.
you will receive correspondence regarding the partial release under separate cover.
RESPA RESPONSE TO NOTICE OF ERROR
Under applicable federal law, we are required to inform you that after completing a
reasonable investigation into the issues described above, an error occurred on April 14, 2025,
when the validation of flood insurance for the term April 27, 2025 through April 27, 2026 was
not properly managed, which resulted in the flood premium being paid to an incorrect
account and multiple disbursements from the escrow account for flood insurance. We
corrected this error on May 15, 2025, by updating the correct policy information on the
account, disbursing the premium of $1,754.77 from the escrow account, and confirming that
the refund of the overpayment from escrow will be issued directly from the insurance
company to the homeowner. Additionally, per your request, on July 10, 2025, we completed
an escrow analysis to adjust the monthly payment. You have the right to access the
documents we used in this investigation and we have enclosed them. Those documents are:
• Welcome Letter
• Deed of Trust
•
Transaction History
•
Insurance Letters (2)
If you have any questions, please contact our Customer Service Department at ###-###-#### or via mail
at **** ******* ****** ****** ******** ** *****. Our hours of operation are Monday through Friday from
7 a.m. to 8 p.m. (CT). Visit us on the web at ************************************** for more
information.
I hope this information is helpful and addresses your concerns. If you have any specific questions about
the information I have provided, please contact me directly, using the information below.
Sincerely,
**** *****
Customer Relations Specialist
CrossCountry Mortgage, LLC
PO Box 619098
Dallas, TX 75261Customer Answer
Date: 07/14/2025
Our flood in ******* has not changed since day 1. They have changed our servicer. So I am guessing that is where they went wrong. All we really want is our money back in our escrow and it sounds like they want know responsibility. They are wasting our time and money along with holding up a sale of property that was bought and paid for before we rolled the taxes into escrow. They have sent us none of the papers we have requested. Escrow for the last three years and also to send us paper copies of everything. They have done none of these requests. The won’t contact the closing company. Not sure who is running the show but there is no follow thru.
Initial Complaint
Date:06/06/2025
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.
Cross country mortgage loan officer ******* ****** of **** ****** in North Ridgeville Ohio pre-approved buyers without verifying their income to support their loan with the knowledge they had an unusual source of income that has to follow specific federal guidelines. Therefore, the made an offer on my house which we accepted. And two days before closing the underwriters flagged their income. We were also under contract on another property to purchase with the funds of the sale. We agreed, as well as the sellers for the new property, to give an extension to the end of the next week for the buyers to get a qualified co-signer. This co-signer had a lower credit score which changed their interest rate and increased their estimated monthly payment to a point it was almost not doable for the buyers. They asked if we would contribute additional money toward debt in order to get them back into a lower interest rate. We agreed to maintain the deal. And at the end of the agreed week, the co-signer was still not eligible due to their employment status. Now, both the sell and purchase of new property has been terminated. We are out money and time. We are expecting a child in a few weeks time and I have no idea where we will be to set up a nursery. All of my families belongings are in storage. This was all due to one man’s inability to do his job properly.Business Response
Date: 06/20/2025
VIA EMAIL
June 20, 2025
****** *******
******************
RE: BBB Complaint ID Number: ********
Dear ****** *******:
This letter is in response to your complaint filed with the Better Business Bureau
(“BBB”) on June 6, 2025, and directed to CrossCountry Mortgage, LLC
(“CrossCountry”) on June 9, 2025. I have been asked to respond to your concerns,
and I appreciate the opportunity to do so.
Please note that obtaining a pre-approval is typically the first step in one’s journey
of obtaining a mortgage loan; however, please be aware that a mortgage loan can
be denied after further review of one’s credit and income profile, along with further
review upon the receipt of additional information received during the loan review
process. The mortgage process is very organic; when one supplies one document, it
can create the requirement for additional documentation upon further review. Final
approval is subject to the underwriter’s review and approval, involving a more
detailed and thorough evaluation of one’s financial profile.
Please know that 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, as we pride ourselves on adhering to federal guidelines. However, as
you are not a customer of CrossCountry, we are prohibited by law from providing
information specific to our borrower or their loan application to unaffiliated,
unauthorized third parties. We are also prohibited from providing information
regarding our findings regarding our employees.
Upon further review of the current homeowner’s/seller’s correspondence with our
representatives from CrossCountry, we have instructed our employees to further
correspond with the title company and if applicable, your listing agent moving
forward, while working to close this loan for our borrower, as you are not an
authorized party to review the details of what actually took place during the loan
review with our borrower.
At this time, we are unable to honor your request for compensation.
CrossCountry Mortgage, LLC
2160 Superior Avenue
Cleveland, OH 44114
********
We thank you for your patience and understanding, and hope this response provides
you with the clarification you were seeking regarding your concerns. Should you have
any further questions or concerns regarding this matter, please feel free to contact
our Customer Relations Team at 800.499.8754, Monday through Friday from 8:00
a.m. until 5:00 p.m. Eastern Standard Time (EST), or by mail at 2160 Superior
Avenue, Cleveland, Ohio 44114. You may also contact us via email at
[email protected]
Best regards,
**** *******
Customer Relations Specialist
CrossCountry Mortgage, LLC
2160 Superior Avenue
Cleveland, OH 44114
********
Initial Complaint
Date:06/05/2025
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.
Cross country mortgage company has continued to call me for the past three days from various phone numbers constantly even after I have told them to remove me from the call list and to stop harassing me and stop calling me, but they keep calling and laughing about it. this is unprofessional and I want them to stop.Business Response
Date: 06/19/2025
June 19, 2025
****** *****
**** ****** **
*********** ** *****
RE: BBB Complaint ID Number: ********
Dear ****** *****:
This letter is in response to your complaint that was filed with the Better Business
Bureau (“BBB”) on June 5, 2025, and directed to CrossCountry Mortgage, LLC
(“CrossCountry”) on June 6, 2025. I have been asked to respond to your concerns
and requests, and I appreciate the opportunity to do so.
Please understand that when you respond to an advertisement for a mortgage loan,
especially online or through various marketing channels, your information is often
shared or sold to multiple companies as leads. This practice is common in various
industries, including financial services like mortgage lending.
Our records indicate that on or around June 5, 2025, CrossCountry was notified by
******** ******** ****** (“MRC”) of an interest in a mortgage loan for a proposed
loan amount of $350,000.00. Please know that *** builds educational loan product
websites and lead forms that prioritize smooth and secure experiences for
homebuyers that connect prospective mortgage borrowers to lenders. As an
advertisement affiliated with *** was responded to with consent for contact and
provided contact information, including but not limited to the phone number
************, and email address of *****************, *** notified
CrossCountry that you were permitting and/or requesting contact regarding a
mortgage loan. Additionally, other mortgage companies may have been notified by
*** of the interest in a mortgage loan, which may result in outreach from those
companies.
However, per your request and as of the date of this letter, we can confirm that all
areas were updated, and call centers were notified to remove you from our marketing
lists. You will not receive any further solicitations, advertising, or follow-up contact
from CrossCountry regarding a mortgage loan to the contact information you
provided.
CrossCountry Mortgage, LLC
2160 Superior Avenue
Cleveland, OH 44114
NMLS3029
Please be aware that if we receive notification that a customer or a potential customer
is permitting and/or requesting contact regarding a mortgage loan with
CrossCountry, we will then update our systems to contact that customer or potential
customer, as this is deemed as contact requested by the customer.
Customer service is of the utmost importance, and we sincerely regret that you feel
your personal experience may have fallen short. Our representatives are trained not
only to be knowledgeable but also courteous, kind, and responsive. Your comments
have been forwarded to the appropriate department. Our goal is to provide you with
the customer service you expect in the future. Please accept our apologies for any
inconvenience you may have experienced.
We 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 Legal Department’s Customer Relations Team
at ************, Monday through Friday from 8:00 a.m. until 5:00 p.m. Eastern
Standard Time (EST), or by mail at 2160 Superior Avenue, Cleveland, Ohio 44114.
You may also contact us via email at [email protected].
Best regards,
****** ****
Customer Relations Manager
CrossCountry Mortgage, LLC
2160 Superior Avenue
Cleveland, OH 44114
********
Initial Complaint
Date:06/04/2025
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 closed 6 loans with Cross Country Mortgage and all of them were delayed. On my 7th loan, the delays were significant and I started a new loan with another lender. My Mortgage Broker promised me my loan was cleared and the official clear to close would be May 28th. Based on this information my cancelled my loan process with another lender which I had already paid an appraisal. As of today, there is still no clear to close and my messages have been ignored. Both the mortgager broker and team executing my loans have been very disappointing.
Second, on a loan I closed May 23rd I was told the pre-payment penalty is 2 years with the first year being a 5 point penalty and the second year being a 2 point penalty. When I signed documents the second year is a full 5 points for the prepayment penalty. The service is very disappointing and dishonest- especially with promises made about closing loans in 30 days that often take much longer costing money.Customer Answer
Date: 06/05/2025
I just wanted to let you know that I have emails, text messages and other information to validate my complaints. My loan officer promised my loan was already cleared to close which means it's been fully approved. This was not truthful and he said this to make me cancel an application with another lender.Second, the terms of the loan changed as discussed with prepayment penalties. I am happy to send supporting documentation to demonstrate my claims are false. They violated the Truth and lending act by not giving me accurate information with the prepayment penalty.I am looking for a very fair resolution. #1. To close the loan ASAP and pay me for extra interest I'm paying with the delays. #2. Correct the mistakes with the prepayment penalty without delays. I have been more than patient and reasonable and the delays with all projects and now tangible violations of not acting in good faith and changing terms from my mortgage brokers claiming prepayment penalty points only being 2 points instead of the 5 points at closing has become unacceptable and the reason for my complaint. Thanks,******* ******Initial Complaint
Date:05/29/2025
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 submitted a check for $73,420.64 (from FEMA NFIP Direct) for hurricane damage for endorsement on 5/19/25 to Countryside Mortgage. I had to also go on website and submit Insurance Adjuster's worksheet online which I finally was able to do after trouble with website on 5/23/25. The form wasn't accepted after 3 days so I called to find out why. Apparently they needed to verify the 3rd party adjuster but didn't reach out to me. I was able to get the adjuster to verify on 5/29/25 but the agent insisted my wind damage insurance company ********* *********) also has to have their adjuster verify. The check is not from ********* We had one $2000+ check from ********* months ago that's already been cashed. I don't even know who to contact at ******** for this. So the check just sits there. We had to use all of our savings and money from truck that was totaled in the storm to build our house back. We need to pay for our new vehicle and have money in the bank for emergencies. I can't even schedule an inspection until this form is accepted and they won't release the funds til we have inspection that can take a week to schedule. Please reach out so we can receive OUR money!Business Response
Date: 06/12/2025
We received your letter on May 30, 2025, and we are sharing with you what we found after an
investigation into your concerns.
Insurance Claim
After reviewing your account, we found that on December 3, 2024, we received a hazard insurance claim
for a Hurricane that took place on September 26, 2024. We received hazard claim check number *******
from ******** in the amount of $2,862.56 and check number ******* from FEMA in the amount of
$25,000.00. A claim was opened and classified as non-monitored.
On December 10, 2024, you called us and advised you sent the checks to have them endorsed. The
representative advised the checks were received on December 3, 2024.
On December 11, 2024, the two checks were endorsed and released to the account you provided ending
in 0653. As such the claim was automatically closed on December 12, 2024.
On May 19, 2025, you called us and reported an insurance claim from the loss that occurred on September
26, 2024. The representative advised you to send in the check fully endorsed and advised you of the
documents needed to proceed with the claim. The claim was opened and classified as a monitored claim.
The same day, we received two attestations to repair the property and indemnify.
On May 21, 2025, we received the endorsed check number***-***-****in the amount of $73,420.64.
On May 23, 2025, we received an accepted adjuster’s worksheet from ************** *********** **** The
check of $73,420.64 was forwarded to be deposited.
On May 27, 2025, the $73,420.64 was deposited to a restricted escrow.
On June 2, 2025, a 90% inspection was ordered with **********
On June 5, 2025, an adjuster from ******** Insurance called in and inquired if additional documents were
needed. The representative confirmed all required documents had been received. The same day an
inspection was scheduled with Safeguard for June 6, 2025.
CrossCountry Mortgage and Mr. Cooper® are brand names for Nationstar Mortgage LLC.
If you are a successor in interest (received the property from a relative through death, devise, or divorce, and you are not a
borrower on the loan) that has not assumed, or otherwise become obligated on the debt, this communication is for
informational purposes only and is not an attempt to collect a debt from you personally.
On June 9, 2025, we received the inspection results showing 100% of the work completed.
At this time, we are working on releasing the insurance claim amount of $73,420.64. We ask that you
allow up to 7 business days for the claim check to be processed and mailed. The check will be mailed via
regular United States Postal Service (USPS) standard mail, upon the check being mailed we ask that you
allow up to 10 business days to receive the check. Please keep in mind that monitored claims require all
claim documents be received and inspections completed prior to the release of funds. We appreciate
the opportunity to clarify this matter.
RESPA RESPONSE TO NOTICE OF ERROR
Under applicable federal law, we are required to inform you that after completing a
reasonable investigation into the issues described above, it has been determined that no
error occurred. You have the right to access the documents we used in this investigation, and
we have enclosed them. Those documents are:
•
Inspection Report
• Transaction History
If you have any questions, please contact our Customer Service Department at ###-###-#### or via mail
at **** ******* ****** ****** ******** ** ****** Our hours of operation are Monday through Friday from
7 a.m. to 8 p.m. (CT). Visit us on the web at www.servicing.crosscountrymortgage.com for more
information.
I hope this information is helpful and addresses your concerns. If you have any specific questions about
the information I have provided, please contact me directly, using the information below.
Sincerely,
***** *******
Customer Relations Specialist
Customer Relations
CrossCountry Mortgage
PO Box 619098
Dallas, TX 75261-9741
Phone: ###-###-####
******* **************************
Initial Complaint
Date:05/17/2025
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.
At the end of my Mortgage I am showing I was not more than two months behind in payments and especially on the final money of November 2024 I was not 60 days late and the entire balance of my mortgage was paid off and according to the credit bureaus in October 2024 my balance was $346,996 and I paid $354,382 in November 2024 so what happened to the extra $7,378? Regardless the reason I am writing is I am being denied for a mortgage for my dream in life because I cannot have any "60 Day" late payments so I am begging you on my hands and knees to please remove the improper 60 day late payments and replace them with 30 day late payment or if you want feel free to remove them all together haha....but seriously I am begging you to help me I was supposed to close months sooner but it took longer to no fault of my own and I overpaid I think so can we please resolve this asap!? MY wife will leave me if I don't get this done. Thank you so much in advance for any help you can provide and God Bless you.Business Response
Date: 06/09/2025
Dear ***** ******
We received your correspondence on May 20, 2025, and we are sharing with you what we found after an
investigation into your concerns.
In your correspondence, you stated that prior to paying off the above-referenced mortgage, your loan
was not more than two (2) months/60 days late; however, your credit has been negatively impacted as it
reflects a 60-day late payment. You stated that you paid $354,382.00 for the payoff of the above-
referenced loan; however, your credit reporting reflects that $346,996.00 was the balance. You are
requesting to know where the additional $7,378.00 went and you are requesting an update to your credit
reporting.
Payoff
On November 6, 2024, we received your payoff funds in the amount of $356,124.07 and these funds were
applied as follows;
• Unpaid principal balance $346,996.99
• Interest: $8,375.28 (Paid to August 1, 2024)
• Late Fees $190.74
• Deferred Late Fees $190.74
• NSF Fee $20.00
• Lender Paid Expenses $30.00
• County Recording Fee $40.00
• Escrow Deposit (PMI): $141.07
• Partial Payment $139.25
On November 13, 2024, we disbursed the final PMI disbursement of $141.07 from your Escrow Account,
leaving a remaining escrow balance of $893.16.
Upon receipt and application of the above-referenced payoff funds, we disbursed the following checks
to you;
• November 25, 2024; Check number 2********* in the amount of $139.25
Check number 2********* in the amount of $1,083.90
CrossCountry Mortgage and Mr. Cooper® are brand names for Nationstar Mortgage LLC.
If you are a successor in interest (received the property from a relative through death, devise, or divorce, and you are not a
borrower on the loan) that has not assumed, or otherwise become obligated on the debt, this communication is for
informational purposes only and is not an attempt to collect a debt from you personally.
After review we determined that these checks had not yet been cashed; therefore, we have reissued
these checks as follows;
• May 30, 2025; Check number 2********* in the amount of $139.25
• June 3, 2025; Check number 2********* in the amount of $1,083.90
Please note, you will receive the above-referenced disbursements under separate cover via U.S. Standard
Mail. Please allow for standard mailing time for receipt.
Credit Reporting
Please note, the credit repositories reflect $346,996.99 as the payoff amount because this was the Unpaid
Principal Balance at the time of payoff.
After review, we have determined that prior to the above-referenced payoff, your loan was past due for
the September 1, 2024, payment. Additionally, the last payment received was on October 17, 2024, in the
amount of $3,551.67; of this amount $3,360.93, was applied to the August 1, 2024, payment with $190.74
being applied as a partial payment.
Furthermore, CrossCountry Mortgage takes the accurate and correct reporting of accounts seriously. We
appreciate our customers and understand the urgency of their requests. However, in accordance with
Section 15 U.S.C. 1681s-2(a) (1) of the Fair Credit Reporting Act (FCRA), we are required to report complete
and accurate information to the credit repository agencies based on actual events. As such, we are
unable to remove any negative information transmitted to the credit bureaus, or to delete the credit
tradeline for the account. Our records indicate the payment history appears to be reported accurately
based on actual account activity, as illustrated in the enclosed transaction history.
CrossCountry Mortgage reports credit information to the following credit repository agencies:
Experian TransUnion Equifax Innovis
###-###-#### ###-###-#### ###-###-#### ###-###-####
It is important to note that the amount of $1,083.90, reflects the remaining escrow balance of $893.16,
and the $190.74 applied as a partial payment on October 17, 2024, as outlined above. Additionally, to
clarify, the amount of $139.25, reflects the partial payment applied following the receipt of the payoff
funds.
It is our position, we have adhered to all applicable guidelines and regulations as it pertains to the
servicing of the loan account, and we respectfully refute any allegations that imply otherwise.
RESPA RESPONSE TO NOTICE OF ERROR
Under applicable federal law, we are required to inform you that after completing a
reasonable investigation into the issues described above, it has been determined that no
error occurred. You have the right to access the documents we used in this investigation, and
we have enclosed them. Those documents are:
• Transaction History
• Payoff Quote
• Lien Release Letter (with Recorded Lien Release)
CrossCountry Mortgage and Mr. Cooper® are brand name for Nationstar Mortgage LLC.
• Private Mortgage Insurance (PMI) Cancelation Letter
If you have any questions, please contact our Customer Service Department at ###-###-#### or via mail
at 8950 Cypress Waters Blvd., Coppell, TX 75019. Our hours of operation are Monday through Friday from
7 a.m. to 8 p.m. (CT). Visit us on the web at www.servicing.crosscountrymortgage.com for more
information.
I hope this information is helpful and addresses your concerns. If you have any specific questions about
the information I have provided, please contact me directly, using the information below.
Sincerely,
******* *****
Customer Relations Specialist
Customer Relations
CrossCountry Mortgage
PO Box 619098
Dallas, TX 75261-9741
Phone: ###-###-####
******* **************************Initial Complaint
Date:04/04/2025
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’ve been trying for over two months to speak with someone at CrossCountry Mortgage regarding hardship assistance and options for a home equity loan or line of credit. I’ve left six voicemails with headquarters, emailed top executives, and contacted the loan servicing department—still with no resolution. I was only sent a generic FAQ link, despite clearly requesting a phone call multiple times.
We’re going through a serious health crisis and urgently need support. CrossCountry has also failed to make timely insurance payments, which led to lapses in coverage. Even our insurance broker was unable to reach anyone for help. I finally reached an executive who briefly helped with the insurance issue and said he would connect me to someone for assistance with hardship programs—but then he stopped responding entirely.
CrossCountry continues to take our mortgage payments, yet no one is available to help. I’m requesting immediate contact from a qualified representative, a review of our hardship and equity options, and assurance that future insurance payments will be made on time.Business Response
Date: 04/29/2025
We received your correspondence through the Better Business Bureau (BBB) on April 15, 2025, and we
are sharing with you what we found after an investigation into your concerns.
In your correspondence you stated you have been unable to reach a representative by phone for over
two (2) months regarding potential hardship options as you are experiencing serious medical issues and
requested a representative to contact you. Additionally, you stated the disbursements to your
Homeowner’s Insurance have not been made timely, leading to a lapse in coverage.
Automated Phone System
We want to apologize for the frustration you recently experienced with our automated phone system
while attempting to reach a representative.
We have completed enhancements to our Automated Phone System to increase security and improve
our customers’ experience. For your security, our phone system requires you to verify your identity before
it can fully serve you. To make this easy, it will automatically recognize you when calling from a number
associated with your account. You can also verify your identity using other secure information, such as
your social security number.
Our automated phone system is designed to help customers find what they need quickly, without
waiting for an agent. To do this, it needs to know why you are calling. You can say things like, “Make a
payment,” “Get my statement,” and other self-service requests items. While we realize sometimes you
may want to speak directly to an agent, our system will first need to know what you would like to speak
to an agent about.
Additionally, when navigating our main menu, selecting the option to speak with an agent is restricted
without first specifying the purpose of the call. This step is crucial as it helps us direct your call
appropriately and maintain the security of your transaction.
After reviewing your account, we found that on April 10, 2025, we received a call from you; however, this
call was unexpectedly disconnected, and the representative was unable reach you when attempting to
call you back.
CrossCountry Mortgage and Mr. Cooper® are brand name for Nationstar Mortgage LLC.
Additionally, on April 14, 2025, we received a call from you regarding potential hardship assistance
options, without negatively impacting your credit score. The representative advised you of the options
available, and that these options will cause a negative impact to your credit score. Additionally, this
representative suggested you explore a potential Home Equity Line of Credit (HELOC) and connected
you with a Loan Officer to assist with questions regarding this option.
Please note, if you are still seeking assistance, you may contact your Loan Officer, **** *************
** ************* ** *** ***** ** ***************************
Loss Mitigation
We regret to hear of the unforeseen hardship you have experienced. We understand when hard times
arise, having the support from the mortgage servicer to pursue workout options is critical. As much as
we would like to assist every customer, we are not always able to offer loss mitigation assistance or
provide assistance with specific terms requested by a customer. If loss mitigation assistance is offered it
is based on many items, including Mr. Cooper servicing guidelines, the customer’s financial status, and
the status of the account.
Additionally, we have enclosed a Mortgage Assistance Application for your reference should you choose
to explore this option.
Insurance
After reviewing your account, we found that on March 6, 2024, we received an invoice for ******
Insurance policy number ********** for effective dates of March 6, 2024, to March 6, 2025. We disbursed
the premium of $5,074.24 on March 8, 2024.
On March 21, 2024, we received an invoice for ********* ******** ********* ****** ****** ********** for
effective dates of March 13, 2024, to March 13, 2025. We disbursed the premium of $4,851.00 on March 28,
2024.
On April 15, 2024, we received a Notice of Cancellation from ******** ********* citing the cancellation
reason was at the insured request.
On January 13, 2025, we received an invoice for ****** ********* ****** ****** ************ for
effective dates of March 6, 2025, to March 6, 2026. We disbursed the premium of $5,306.51 on March 14,
2025.
On April 22, 2025, a call was placed to Edison Insurance, and their automated system confirmed the policy
was paid in full. On this same day, a call was placed to ******** ******** *********, and their automated
system confirmed this policy was cancelled on March 13, 2025; however, a live representative was
unavailable as the office was closed.
Furthermore, your loan reflects Flood Insurance, which is maintained by your Escrow Account, and as of
the date of this letter we reflect a current policy with ****** ******** ***** *********, under policy
number **************, and effective dates of March 5, 2025, to March 6, 2026. Please note, we disbursed
$473.00 to ****** ******** ***** ********* for this policy on February 13, 2025.
It is important to note, due to the overlapping dates in the Homeowner’s Insurance policies, you may
have received a refund; these refunds are sent directly to you as the homeowner and should be
CrossCountry Mortgage and Mr. Cooper® are brand name for Nationstar Mortgage LLC.
deposited to your Escrow Account to prevent a potential shortage form occurring. Our records do not
reflect a lapse in coverage as we received preferred coverage and disbursed funds accordingly.
If you have any questions, please contact our Customer Service Department at ************ or via mail
at **** ******* ****** ********** ******** ** ****** Our hours of operation are Monday through Friday
from 7 a.m. to 8 p.m. (CT). Visit us on the web at www.crosscountrymortgage.com for more information.
I hope this information is helpful and addresses your concerns. If you have any specific questions about
the information I have provided, please contact me directly, using the information below.Initial Complaint
Date:03/17/2025
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.
In December 2024 I emailed requesting information and wire instructions for a recast of my mortgage. Since they took an extended time to get back to me I mailed the necessary items to the address listed on their paperwork with proof from usps that the mail I sent was signed for by them and delivered.
In their negligence they have lost my mail and I have been calling since end of January to attempt to resolve this. I have even requested a manager to call me back on several occasions and was told I would receive a call within 48 hours from both a manager in recast and a manager in the escalations department.
A manager has never called me back.
Their negligence in handling mail is costing me $1000/month on my recast.
They have received all of my documentation and have that on file or in email with their research team.Business Response
Date: 03/31/2025
Recast
After reviewing your loan, we found that you spoke with a CrossCountry Mortgage agent
on December 23, 2024, regarding making a payment for a recast. The agent provided you
with wiring instructions as well as the recast process.
We received your email on January 25, 2025, regarding the checks you sent to us for the
recast. You advised us that you had an incorrect loan number on the checks and the form.
On January 27, 2025, we received your completed Recast Request Form. Due to not
receiving the recast fee and the principal reduction funds, our Recast Department sent you
a request via email at ****************** regarding the required recast funds.
We received your inquiry on February 10, 2025, regarding the payments made on your loan.
On the same day, you spoke with a CrossCountry Mortgage agent and inquired about the
status of the recast. The agent advised you that your account was under review by our
Research Department and submitted a request to have a Customer Service Manager call
you back on a later date. An error occurred during the conversation as the agent failed to
correctly submit a callback request and advised you that the checks were received.
Pursuant to the letter dated February 20, 2025, your request was forwarded to our Account
Services Department to locate the check numbers ********* and *********, in the
amount of $95,000.00 and $250.00, respectively.
You spoke with a CrossCountry Mortgage agent on February 25, 2025, and inquired about
the missing checks. The agent advised you that our Research Department was reviewing
the account to locate the missing funds and set up a callback for February 28, 2025. A
CrossCountry Mortgage agent contacted you on February 28, 2025, and advised you to
send us further documentation showing delivery of the checks.
Further review of your account determined that we could not confirm receipt of the checks
in the amount of $250.00 and $95,000.00 with the information you provided. According to
the United States Postal Service website, the tracking number **************** is invalid
and/or has a status that is not available. Please provide documentation, such as a copy of
the canceled checks or a confirmed tracking number, to assist us in our review to locate
the missing funds.
Please be assured your trust and business are very important to us and your positive
experience is our priority. We apologize for any inconvenience the above referenced errors
may have caused. While we realize our service may not align with your expectations, it is
our hope that this additional clarification will help ease any reservations you may have
about CrossCountry Mortgage.Initial Complaint
Date:02/20/2025
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 closed on the house at my current address approximately 2 years ago. CrossCountry Mortgage was the broker and lender, so they were "there" at closing, received commission, and have owned the loan since.
About a month ago I received notification from the City of ********* that they would be putting a lein on my property if late taxes were not paid. It turned out that the property that I purchased consists of two parcels of land, not one. CrossCountry missed this and never folded the second parcel into my escrow account. I paid the taxes and late fees in the amount of $50 to avoid the lein. I have been corresponding with CrossCountry in writing over the course of the last month and still have not received answers about how this happened, how it is being corrected, and how/when I will be reimbursed for paying those late fees.
My property tax statements do get mailed to my address, but they all say "If this has already been paid, disregard" and my assumption, because it is literally what I paid them to do at closing, was that all my property taxes were being paid through an escrow account which is folded into my mortgage.
I have e-mails from the City and from CrossCountry, I have invoices and I have proof of payment (I have forwarded all relevant documents to CrossCountry already).Business Response
Date: 02/20/2025
This matter has been addressed today, 2/20/2025, directly with the
Customer, enclosed is a copy of that response letter addressing these concerns.Customer Answer
Date: 02/24/2025
[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,
**** *******Business Response
Date: 04/28/2025
We received your email correspondence on January 31, 2025, and we are sharing with you what we found
after an investigation into your concerns.
Property Taxes
We have reviewed your concerns and are providing you with our response, which includes a detailed
account of the recent activities related to your escrow account.
On February 6, 2025, we reviewed the legal description for your property as part of our ongoing due
diligence. During the review, we found that an error occurred when the second parcel ********, was not
included in the original loan boarding process. As a result, we added parcel ******** to your account,
along with the existing parcel *********
To ensure that all tax payments are accurately processed, we confirmed the tax details with the Haverhill
City Tax Office. For parcel ********, the tax payments for the year 2024 were as follows: the first
installment due on August 1, 2024, was billed and paid in the amount of $914.24; the second installment
due on November 1, 2024, was also billed and paid in the amount of $914.24; the third installment due
on February 1, 2025, was billed and paid in the amount of $1,052.12; and the fourth installment due on
May 1, 2025, is billed and will be paid in the amount of $1,052.12 on or before the due date.
We also confirmed the tax payments for the year 2024 on parcel ********. The first and second
installments, due on August 1, 2024, and November 1, 2024, were billed and paid in the amount of $11.17
each. The third installment, due on February 1, 2025, was billed and paid in the amount of $11.86. The
fourth installment, due on May 1, 2025, is billed and will be paid in the amount of $11.85 on or before the
due date.
Due to the additional parcel being added to the escrow account, an out-of-cycle escrow analysis was
generated on February 13, 2025. The new payment in the amount of $1,761.73 is effective with your April
1, 2025 monthly payment. It was determined that there is an escrow shortage in the amount of $558.36,
which has been spread over the next 12 months.
We understand that the oversight of not including the additional parcel at the loan boarding stage
caused the assessment of penalties and fees. You were charged a total of $71.28, comprising $21.28 in
interest and a $50.00 fee. To address this, we have credited your escrow account with $71.28 as of
February 17, 2025.
We apologize for any confusion and inconvenience this situation may have caused, and appreciate the
opportunity to address the issue.Initial Complaint
Date:02/07/2025
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.
This company has over paid my taxes to the state in a tremendous amount of money without notifying me. In result of this I have been over paying my mortgage rate by thousands of dollars each month. I notice the change in my mortgage rate June of 2024 and notified the company right away. The company has not changed the rate after realizing the mistake to this day and are still over charging me and each month they are telling me there is nothing they can do to put my rate at it's normal rate even though they have openly told me there was a mistake on my account. At this point I have exausted all of my funds in ordeer to not have late payments expressed this to the company and they still haven't fixed the problem and verbally are telling me there is nothing they can do to help me with the problem that their company made the mistake on.Business Response
Date: 04/29/2025
we are sharing with you what we found after an investigation into your concerns.
In your correspondence you stated we disbursed a large sum of money to your taxing authority without
notifying you, which has caused your monthly payment to increase substantially. You stated we have
advised you that we are unable to make any changes to correct this, although we identified an error was
made.
After reviewing your account, we determined that on March 18, 2024, we disbursed, as billed, $9,315.08
to the District of Columbia Taxing Authority, for parcel number **** ****, for the 2024 tax year. It is
important to note, we are required to pay the amount billed by the taxing authority.
On May 20, 2024, the Annual Escrow Analysis (EA) was completed, reflecting a payment increase, and a
shortage effective for the July 1, 2024, Monthly Contractual Payment (MCP). Please note, escrow accounts
are analyzed once each year to ensure that enough funds are collected throughout the year to disburse
payments to the District of Columbia City Taxes (City Tax), the USAA Hazard Insurance Premium (Hazard
SFR), and the **** ***** ********* (Flood SFR). The amount of the escrow payment is calculated by
first calculating the amount of anticipated disbursements from the escrow account during the
upcoming year. Below is a breakdown of the anticipated disbursements from the account:
Annual Disbursements
City Tax: $9,824.50
Hazard SFR: $742.34
Flood SFR: $575.00
Total: $11,141.84/ 12 months = $928.49 (Base Escrow)
CrossCountry Mortgage and *** ******® are brand name for ********** ******** ***.
We then looked to see if at any point the escrow balance would fall below the required cushion. Please
be advised that according to Section 10 of the Real Estate Settlement Procedures Act (RESPA), the lender
may require a cushion, not to exceed an amount equal to 1/6 (two months) of the total disbursements
for the year. The escrow cushion was calculated at $11,141.84 / 6 = $1,856.98. This means that at no point
should your escrow balance fall below $1,856.98.
In March of 2025, when we projected to disburse $9,315.08 for the city tax, the escrow balance was
projected to fall to -$8,686.98 meaning there would be a shortage of $10,543.96. We took the amount of
$10,543.96 and divided it by 12 months to calculate $878.67 as the shortage spread. Please note a
shortage occurs if there is not a sufficient balance in the account, to cover the entire Escrow year.
Monthly Payment Breakdown
Principal and Interest: $1,759.82
Base Escrow Payment: $928.49
Shortage Spread: $878.67
Total: $3,566.98
On June 14, 2024 we received a call from you regarding the recent escrow increase, during this call the
representative advised that the reason is due to increase in taxes.
On July 17, 2024, we received a call from you advising us that there was an error with the tax amount that
was paid from your escrow account. The representative put in the appropriate request with our Tax
Department for further research. On this same day we received another call from you regarding where
to send your tax bill and the representative provided ************************************
On July 19, 2024, we received a call from you requesting an update on the tax amount and the agent
advised that the research request is still open and advised of the time frame for processing.
On July 20, 2024, our Tax Department verified with the District of Columbia (DC) Tax Authority for parcel
number 5264 0050, that the taxes were billed in the amount of $9,315.08. However, they were reduced
to the amount of $1,670.17, and the text authority advised there is a refund in the amount of $8,154.33.
Our tax team then opened the appropriate request to track this refund.
On July 26, 2024, we received a call from you regarding the timeframe for the tax refund, it is important
to note that the taxing authority is responsible for issuing refunds and we do not have any control over
the time frame for which they issue the refund.
On July 31, 2024, we received a call from you regarding the tax refund. During this call, the representative
advised that we have not received the refund yet. The representative apologized as we are unable to
update the account prior to receiving the refund and therefore cannot update the EA.
On August 1, 2024, an EA was completed, with an effective date of August 1, 2024, and reflected the
following Annual Disbursements and Monthly Payment Breakdown:
Annual Disbursements
City Tax: $2,179.59
Hazard SFR: $742.34
Flood SFR: $575.00
Total: $3,496.93/ 12 months = $291.41 (Base Escrow)
CrossCountry Mortgage and *** ******® are brand name for ********** ******** ***.
Monthly Payment Breakdown
Principal and Interest: $1,759.82
Base Escrow Payment: $291.41
Shortage Spread: $548.12
Total: $2,599.35
On August 30, 2024 our Tax Department confirmed with the DC Tax Authority that the refund can take
anywhere between 7-8 weeks to arrive.
On September 10, 2024, we received a call from you regarding the status of the tax refund. The
representative was able to advise of the notes left by our Tax Department.
On October 11, 2024, we received a call from you in regarding the status of the tax refund. The
representative confirmed we have not received the tax refund as of yet and submitted a request for our
tax team to review. Please note our Tax Department was already tracking this refund, therefore, the
request that was entered this day was cancelled.
On November 06, 2024, we received a call from you regarding the status of the tax refund. The
representative confirmed we have not received the tax refund as of yet.
On November 22, 2024 our Tax Department completed a review to determine the status of the refund.
Originally, the refund amount was $8,154.33, and we applied for that refund amount to be sent back to
your escrow account on July 20, 2024. However, the DC Tax Authority is now reflecting a refund amount
of $4,186.22. Therefore, our Tax Department had to reapply for the refund of that amount and began
tracking this refund.
On December 6, 2024, we received a call from you regarding the status of the tax refund. During this call,
the representative escalated your request to their supervisor, who submitted an escalated request to our
Tax Department. Additionally, the representative submitted a request for a new EA with a 36-month
spread for the shortage amount, per your request.
On December 9, 2024, an EA was completed, with an effective date of January 1, 2025, and reflected the
following Annual Disbursements and Monthly Payment Breakdown:
Annual Disbursements
City Tax: $2,970.38
Hazard SFR: $742.34
Flood SFR: $575.00
Total: $4,287.72/ 12 months = $357.31 (Base Escrow)
Monthly Payment Breakdown
Principal and Interest: $1,759.82
Base Escrow Payment: $357.31
Shortage Spread: $86.93
Total: $2,204.06
CrossCountry Mortgage and *** ******® are brand name for ********** ******** ***.
On December 11, 2024, our Tax Department confirmed with the DC Tax Authority that the available
refund was in the amount of $7,644.91, and the second installment of taxes due September 15, 2024 in
the amount of $1,300.21, was paid from the refund amount hence the adjusted amount.
On December 13, 2024, a letter was sent to you, to advise you that we have removed the flood insurance
requirement from your loan. A request for an updated EA to be completed with the Flood requirement
no longer included was submitted.
On December 16, 2024, an EA was completed, with an effective date of February 1, 2025, and reflected
the following Annual Disbursements and Monthly Payment Breakdown:
Annual Disbursements
City Tax: $2,970.38
Hazard SFR: $742.34
Total: $3,712.72/ 12 months = $309.39 (Base Escrow)
Monthly Payment Breakdown
Principal and Interest: $1,759.82
Base Escrow Payment: $309.39
Shortage Spread: $218.85
Total: $2,288.06
On December 24, 2024, we received a refund from the DC Tax Authority in the amount of $4,186.22, and
began the process of verifying and applying the refund to your escrow account.
On December 24, 2024, an EA was completed, with an effective date of February 1, 2025, and reflected
the following Annual Disbursements and Monthly Payment Breakdown:
Annual Disbursements
City Tax: $10,615.29
Hazard SFR: $742.34
Total: $11,357.63/ 12 months = $946.47 (Base Escrow)
Monthly Payment Breakdown
Principal and Interest: $1,759.82
Base Escrow Payment: $946.47
Shortage Spread: $840.41
Total: $3,546.70
On December 30, 2024, the refund from the Tax Authority in the amount of $4,186.22 was successfully
credited to your escrow account.
On January 13, 2025, our Tax Department confirmed via the DC Tax Authority web portal that they have
a credit of $2,667.90. which will not be refunded due to reassessment and adjustments made previously.
On January 13, 2025, an EA was completed, with an effective date of March 1, 2025, and reflected the
following Annual Disbursements and Monthly Payment Breakdown:
CrossCountry Mortgage and *** ******® are brand name for ********** ******** ***.
Annual Disbursements
City Tax: $10,615.29
Hazard SFR: $742.34
Total: $11,357.63/ 12 months = $421.52 (Base Escrow)
Monthly Payment Breakdown
Principal and Interest: $1,759.82
Base Escrow Payment: $946.47
Shortage Spread: $421.52
Total: $3,127.81
On February 3, 2025, we received a call from you regarding the tax amount being collected for your
escrow, you advised the representative that your taxes should reflect as $2,667.90 and advised this
information was gathered from the DC Tax Authority web portal. The representative submitted a request
for our Tax Department to review. This call was then transferred to our Escalations Department, and the
escalations representative set a follow up call for the next day. We apologize as our records indicate this
follow-up call did not occur and we apologize for any inconvenience you experienced as a result of our
oversight.
On February 6, 2025, we received a call from you regarding an update to the tax information. During this
call, the representative advised you of the same information received February 3, 2025, and confirmed
their supervisor had escalated your request.
On February 7, 2025, our Tax Department completed their review and determined that the first
installment for the 2024 tax year was due in the amount of $1,485.19, and the second installment was due
in the amount of $1,485.19, there was a refund issued in the amount of $4,186.22 and they are reflecting
a credit of $2,667.90, which will not be refunded due to reassessment and adjustments done by the Tax
Authority. These amounts together equal $9,824.50, which matches the amount they received for the
2024 tax year. Please note, this amount includes our disbursement of $9,315.08, and the disbursement
made by the prior servicer, in the amount of $509.42.
On February 13, 2025, an EA was requested, with an effective date of February 1, 2025, and reflected the
following Annual Disbursements and Monthly Payment Breakdown:
Annual Disbursements
City Tax: $2,970.38
Hazard SFR: $742.34
Total: $3,712.72/ 12 months = $309.39 (Base Escrow)
Monthly Payment Breakdown
Principal and Interest: $1,759.82
Base Escrow Payment: $309.39
Total: $2,069.21
Overage: $1,560.00
CrossCountry Mortgage and *** ******® are brand name for ********** ******** ***.
Additionally, on this same day we received call form you regarding the February 2025 MCP amount. The
representative advised the amount currently due is reflecting as $3,546.70; however, this amount is in
process of updating, as a result of the above-referenced EA and an overage is being disbursed to you
with this EA. Please allow 24-48 hours for the payment amount to update accordingly.
It is important to note, the above-referenced overage will be disbursed to you, by mail, with the EA under
separate cover.
We would like apologize as some of the information we previously received from the DC Tax Authority
indicated the refund amount to be a different amount than the amount we ultimately received; however,
we do not determine or oversee the actions of other entities, and we recommend you speak to the Tax
Authority directly if you wish to dispute the amount they refunded.
We strive to provide our customers with prompt, courteous, and accurate service. Please be assured that
your time and positive experience are our top priority, as your business is very important to us. We
appreciate the opportunity to provide the above information, and hope this matter is resolved to your
satisfaction.
If you have any questions, please contact our Customer Service Department at ************ or via mail
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