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
- 301 total complaints in the last 3 years.
- 93 complaints closed in the last 12 months.
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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:08/15/2022
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 October of 2021 we decided to complete a covid hardship forbearance on our mortgage through crosscountry mortgage. In December 2021 we worked with the loan solution center and came up with a plan for a loan modification. We returned the notarized paperwork back to them by certified mail in January 2022. We called twice a month since then and they just keep telling us that the service has not completed the modification. They told us to wait 60 days, then 90 days then 180 days because the servicer was backed up due to covid. Our modification was supposed to go into affect on March 1st 2022 and our first modified payment did April 1st 2022. Since then we have been paying crosscountry mortgage the modified monthly mortgage payment as they advised us to do. We have still called every month inquiring as to when the modification should be complete with no resolution. Recently my credit score dropped by 119 points due to cross county mortgage reporting that I was severly delinquent on my loan. I have never been delinquent and have paid as agreed and never late. I am ****** **** **** and am now in jeopardy of losing my security clearance and getting kicked out of the **** and losing my retirement. I need my credit score restored and the modification completed as soon as possible. I am a service member and there are laws in place to protect me. Please help.
Business Response
Date: 08/26/2022
Please see the attached response letter for further details.
We
submitted a correction to the credit reporting agencies to which we report to change the July 2022
reporting to Current on July 26, 2022. We submitted a second correction to
change the August 2022 reporting to Current on August 19, 2022. On May 13, 2022, we
submitted the signed, notarized Partial Claim documents to the **** ********** ** ******** ******* (**) for final
appro**l. Our Loss Mitigation Department requested status updates from the **
on May 26, June 6, June 16, July 7, July 26, and August 19. We have not
received an update from the ** regarding the status of the Partial Claim
documents. We requested an estimated timeframe for completion of the
modification; however, the only update which we have received from the ** is
that they are backlogged. Once we receive a response from the ** regarding the
modification, the customer will receive separate correspondence from our Loss Mitigation
Department. Please be aware that this is out of our control as we are waiting on the **.Initial Complaint
Date:08/15/2022
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 recently used Cross County Mortgage as my loan distributor for a house purchase. Upon having to pay my first mortgage payment I realized I can only pay my payment in full. Not twice a month like I had planned. After calling customer service they do offer a service that automatically takes out payment but you need to be a month ahead of payments first. They also do not allow me to go in and give them a partial payment myself.
They are basically holding a month payment over my head so that I cannot reduce the interest on the loan and holding my money that I have to repay them hostage so they can profit with more interest accumulated.
When I called customer service the only reasoning I got was they had administrative issues with applying the payments on their end, but now the financial responsibility is placed on all of their customers.Business Response
Date: 08/23/2022
Please see the attached response letter for further details.
Please
note that it is our policy not to accept partial payments. Page 4 of the Closing Disclosure, signed by the customer on June 13, 2022, states that the lender
does not accept any partial payments. Additionally, this document states, “If
this loan is sold, your new lender may have a different policy.” In
addition to this information being listed on the Closing Disclosure, each of the Mortgage Statements provides this verbiage under the “Important Messages,”
portion of the document: “Partial
payments: Any partial payments that you make are not applied to your mortgage,
but instead are held in a separate suspense account. If you pay the balance of
a partial payment, the funds will then be applied to your mortgage.” We do not accept partial payments for mortgage
loans as partial payments may risk the misapplication of payments the customer submits,
which may inadvertently cause late fees to be assessed, or result in incorrect
adverse credit reporting to be submitted to the Consumer Reporting Agencies. For this reason, we ask that all manual payments
submitted for the loan be the full monthly payment amount. Our
Budget Drafting Program automatically withdraws half-payments for the loan
every two weeks from the first half-payment draft date. To ensure that all
payments are applied to the account on time, we require the loan to be prepaid
by one monthly payment. The loan
is a conventional mortgage, not a Daily Simple Interest (DSI) or bi-weekly
loan. As a conventional mortgage, the interest on the loan is accrued each
month, not each day. Interest due with each monthly payment is calculated based
on the unpaid principal balance of the loan at the time that the payment is
received. However,
our Budget Drafting Program does result in a decrease of the interest paid over
the life of the loan.Initial Complaint
Date:08/04/2022
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.
We have been in forbearance with Cross county mortgage. We are trying to work with them with our hardships including a job loss. They sent us forms. We filled them out and sent them out early July. Get a letter our house was going into foreclosure. Write and send them hardship letters. Told them twice that I lost my job and was not working. Yesterday we found out from cross country that they sent us HOA paperwork instead of what we we're supposed to fill out. Their fault. Served by sheriff. Foreclosure court date of August 11th. Fill out hopefully the right papers last night. Sent to them by pdf. Called today about postponing or canceling foreclosure. Nobody was available to talk to. Now recording our phone calls. Always sent to voicemail. Now seeking a lawyer because they keep sending the wrong paperwork. Stressed out. Worried about losing our home. Cross country not telling us anything. We have a son with Autism and he doesn't do well with change, I.E possibly moving because of their mistakeBusiness Response
Date: 08/23/2022
8/23/2022 -- We issued a response letter on 8/23/2022 to the financially obligated borrower, ***** ******, addressing the issues mentioned in the complaint in more detail. As of August 8, 2022, the loss mitigation application has been deemed complete and is under review.
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