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.
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:12/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
CrossCountry Mortgage Company's substantial delay of nearly SIX WEEKS in paying my homeowners insurance premium from my escrow account resulted in my policy lapsing and my insurance company refusing to reinstate my policy. I was forced to purchase replacement insurance at an annual cost more than double my existing policy.
I contacted CrossCountry to address this issue, but they refused to provide an explanation for the delay. In fact, multiple customer service representatives misrepresented the facts/dates of notice and payment. For example, Representative "Ebony" asserted that the insurance bill was dated "November 20" 2024, and that CrossCountry mailed the payment on November 22nd "within 24 hours of receiving the bill, which is CrossCountry's policy". "Ebony" refused to provide a copy of the referenced bill or the mailed payment. In speaking with five different customer service representatives over nearly two hours (and offering copies of the insurance company's renewal notice), none would escalate to a manager, provide any written documentation or personal identification info (last name or employee number) or send a written confirmation of the payment delay/steps to correct.
CrossCountry's substantial delay caused my insurance policy to lapse, leaving my property uninsured and forcing me to obtain substantially more expensive insurance during an "insurance crisis" of insurance companies leaving California. In addition to substantial financial stress caused by CrossCountry's negligence, I've suffered significant stress and time spent dealing with CrossCountry's non-caring, non-responsive and deceptive staff.
Business Response
Date: 01/06/2025
We received the correspondence submitted through the Consumer Financial Protection Bureau
(CFPB) and the Better Business Bureau (BBB) on December 23, 2024, and we are sharing with you
what we found after an investigation into your concerns.
Hazard Insurance
In your correspondence you stated that you are concerned that Cross Country Mortgage's
significant delay in paying your homeowners insurance premium from your escrow account led to
your policy lapsing. Despite receiving the bill on October 9, 2024, CrossCountry did not mail the
payment until November 22, 2024, and it was received by the insurance company on December 12,
2024, six days after the due date. This lapse forced you to purchase new insurance at a much higher
annual cost. Additionally, you found CrossCountry's customer service to be unresponsive and
misleading, with representatives refusing to escalate the issue, provide documentation, or
acknowledge the delay in writing.
After reviewing your account, we found that the loan originated on December 3, 2021, as an
escrowed account to include hazard insurance. We began servicing the loan as of February 1, 2024.
Our records show the loan boarded with an active Hazard Insurance policy issued by ******
******** ********* ******* effective December 6, 2023, through December 6, 2024, showing an
annual premium amount of $871.13.
A Welcome Letter dated February 9, 2024, was sent to the mailing address on file. The letter
advised that our records indicated that you have an escrow account for taxes and/or insurance. The
letter further stated that CrossCountry Mortgage will continue to make these payments on your
behalf, and that you needed to contact your homeowner’s insurance company to change the
mortgagee clause and provide your insurance carrier with your new CrossCountry Mortgage loan
number. It is important to note that per the Deed of Trust, it is the responsibility of CrossCountry
CrossCountry Mortgage and Mr. Cooper® are brand name for ********** ******** ****
Mortgage to pay for the escrow items from the escrow account as billed by the taxing agency and
your insurance carrier by date due. It is the responsibility of the homeowner to provide the
insurance information to CrossCountry Mortgage. We have enclosed copies of the Welcome Letter
and Deed of Trust for your review.
As evidence of insurance had not been received, on November 21, 2024, we contacted your
insurance company and spoke with a representative to obtain the renewal information. Payment
was scheduled and paid from the escrow account accordingly. The account record shows on
November 22, 2024, funds in the amount of $935.13 were disbursed from the escrow account for
Hazard Insurance.
On December 17, 2024, you called in to inform us of a notice of a lapse received from your insurance
company for the hazard policy. You were informed of the details of the hazard payment dated
November 22, 2024, sent by check number ********* in the amount of $935.13 payable to your
insurance company. In addition, we contacted your insurance company and spoke with a
representative who advised us that the policy had been cancelled. We were informed that their
records showed late payment received by check and deposited by your insurance company
effective December 13, 2024, and the refund would be sent from the insurance company directly to
you. You confirmed that you were aware of the process of returning the refund to your escrow
account by making an additional escrow payment.
You were further informed that as we had not received evidence of insurance, we contacted your
insurance carrier on November 21, 2024, to obtain the policy information, and payment was issued
accordingly by check from the escrow account on November 22, 2024. You were advised that it can
take 7-10 business days for payment sent by bulk check via mail and that processing time is
determined by your insurance company. You were informed that we had not received a
cancellation notice from the insurance agency and that due to cancellation, you would need to
obtain a new hazard policy.
On December 18, 2024, the Lender Placed Insurance (LPI) process was initiated due to evidence of
insurance not being received. An Insurance Letter dated December 23, 2024, was issued and an
email notification was sent to the email address on file to advise that a new document was ready to
view through your online account. The letter advised that your hazard insurance expired with a
request to provide evidence of new coverage to avoid a lender policy being obtained for the
property.
This same day, evidence of insurance was received. Information for hazard policy number
ZHO6985749 issued by Farmers Insurance Group effective December 17 2024-2025 with a premium
amount of $2,404.00, was updated on the account. As such, payment for this policy was scheduled
to be made from the escrow account.
Later that day an email message was received via the Insurance Department inbox with a request
to check to see if the cancelled hazard insurance policy could be reinstated due to the payment
being sent by bulk check. An email reply was sent to the email address on file. In the reply message
we advised that the payment issued on November 22, 2024, was cashed by the insurance company
on December 13, 2024. In addition, the message advised that we called and spoke to a
representative with Zurich American. We were informed that the policy did not have a grace
period; therefore, if payment is received after the expiration date, reinstatement is not possible. It
was clarified by the insurance company that the policy was due on December 6, 2024, and their
records showed the check was not cashed until December 11, 2024; therefore, the policy was
cancelled. It was confirmed that they would not reinstate the policy even if sent by bulk check and
CrossCountry Mortgage and Mr. Cooper® are brand name for ********** ******** ****
that you would need to obtain a new hazard policy. In the message we further detailed the new
hazard policy information received on December 23, 2024, and confirmed that the information had
been updated on the account.
On December 24, 2024, funds in the amount of $2,404.00 were disbursed from the escrow account
for Hazard Insurance. Please be advised that you have the option to return the insurance refund for
the cancelled policy back to the escrow account by making an additional escrow payment at any
time to avoid a potential escrow shortage.
At this time a new analysis has not been generated and the account reflects the next monthly
installment is due for January 1, 2024, in the amount of $3,660.09. Our records indicate the next
annual analysis will be conducted in May 2025.
While we realize our findings may not align with your expectations, I am confident that the additional
clarification we can provide will help explain the reasons for our decision.
If you have any questions, please contact our Customer Service Department at 833-755-2066 or via mail
at **** ***** ** *** ***** ******* *** ******* *********** ** ****** *** ***** ** ********* *** ******
******* ****** **** * **** ** * **** ***** ***** ** ** *** *** ** **************************** ***
**** ************
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:12/06/2024
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 was given misinformation from Crosscountry in regards to endorsing my checks for my flood claims. Their inaccurate information caused delays not to mention me paying ***** expedited shipping to send the checks back. Would like a refund for delivery I paid. There forbearance plan was not feasible as I had up pay my mortgage while waiting on their misinformation. Feel certain compensation for their inaccurate information should apply to the close to 3 weeks to wait on my contractor check.Business Response
Date: 12/23/2024
Dear ****** ** *******:
We received your correspondence through the Better Business Bureau (BBB) on December 6, 2024.
We are sharing with you what we found after an investigation into your concerns.
Forbearance Plan
After reviewing the account, we found that we received your request for mortgage payment
assistance, and the enclosed letter dated October 8, 2024, was sent to you with information that
you were approved for a forbearance plan. As part of the forbearance plan, you were approved to
have your monthly payment amount of $2,261.07 temporarily suspended for two months, effective
November 1, 2024. We regret that you disagree with the terms of the forbearance plan; however,
please note that CrossCountry Mortgage is required to follow investor and program guidelines.
On October 23, 2024, you spoke with a CrossCountry Mortgage agent and advised that you were no
longer interested in the forbearance plan. The agent submitted a request to have the forbearance
plan cancelled.
Loss Draft
You spoke with a CrossCountry Mortgage Loss Draft agent on October 21, 2024, to inquire about the
loss draft process, as there was damage to the property. The agent advised you of the process as
well as the time frames regarding the check being endorsed by CrossCountry Mortgage. It is
important to note that the claim was classified as non-monitored at that time.
We received a check in the amount of $10,000.00 on October 22, 2024. CrossCountry Mortgage
endorsed the check, and it was sent to your bank account, as you requested.
On November 8, 2024, we received an Attestation to Repair the Property and Indemnify form. As
such, the claim was reopened and reclassified as a monitored claim. You were advised of the
monitored claims process during a conversation with a CrossCountry Mortgage agent on
November 12, 2024.
We received a check in the amount of $12,378.03, with check number 7317121, and a check in the
amount of $81,773.79 with check number 7317119 on November 20, 2024. However, the check in the
amount of $81,773.79 with check number 7317119 was returned to you, as the check was missing an
endorsement, pursuant to the letter dated November 20, 2024. The letter advised you that the
check must be endorsed by all parties listed on the check.
You spoke with a CrossCountry Mortgage agent on November 22, 2024, regarding the claims check
status. The agent advised you that we would need the check fully endorsed, as well as a fivebusiness-day timeframe for the first draw check to be sent to you once the check is received.
On November 27, 2024, you spoke with a CrossCountry Mortgage agent to express your concerns
with the claims process. The agent advised you that once the claim checks were received, please
allow 24-48 hours for processing and up to five days for deposit into the account. The agent also
advised you that once the funds were deposited, they would request expediting the first draw check
to be sent to you.
Our records show that a check in the amount of $12,378.03, with check number 7317121, and a check
in the amount of $81,773.79 with check number 7317119 were deposited into the account on
December 2, 2024. On the same day, a letter was sent to you that contained the process guide for
the repair of your home.
On December 5, 2024, the first draw check in the amount of $30,000.00 was sent to you via FedEx
with tracking number ************* You were provided with the FedEx tracking number during a
conversation with a CrossCountry Mortgage agent on December 6, 2024.
CrossCountry Mortgage strives to provide excellent customer service, and we are sorry to hear that
you are dissatisfied with the loss draft process. However, we respectfully decline your request for
compensation stated in your correspondence.
If you have any questions, your Dedicated Loan Specialist is ******** ******** who can be reached
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.
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 relied upon in this investigation and we have enclosed
them. Those documents are:
• Prior Attestation to Repair the Property and Indemnify form
• Forbearance Plan Letter
• Loss Draft Process Letter
• Returned Check Letter
• Transaction History
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
** *** ******
******* ** *****
****** ************
********** *
** **** **** *** ****** ************************Customer Answer
Date: 12/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First, the Forbearance plan had no exact outline plan for prepayment. If you listened to my recorded calls that you claim to have on file for quality and training purposes, you will hear that it could be a lump sum, it could be extra each month, or add to end of the mortgage. Not one individual could explain which solution would be implemented. Second, because of your representative’s incorrect endorsement guidance it led to almost a month’s delay to get the $30,000 to pay contractors because as your letter confirmed they had to be sent back and causing a delay while still paying my mortgage to you all. Waiting on your misguided directions. Plus I paid ***** initially to ship the checks which ended up in the return process you outlined in your letter. I do not feel your decline is satisfactory when I was given misinformation and should receive financial compensation for the delays and fees I paid as I result of your untrained employees.
Regards,
****** *******
Initial Complaint
Date:11/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
CrossCountry Mortgage LLC is refusing to pay Township taxes. At this point taxes are overdue and township is charging interest fee. Taxes were supposed to be paid by 11/10/2024. Today I called ****** ****** account manager to find out when it will be paid, he started screaming and arguing telling it will be paid when it will be paid. At this point I don't know what I can do to have them pay taxes. Please let me know what steps i can take next.
Thank youBusiness Response
Date: 12/05/2025
We received your concerns submitted by the Better Business Bureau (BBB) on November 19, 2024, and
we are sharing with you what we found after an investigation into your concerns.
Taxes
In your correspondence, you detailed your concerns regarding the unpaid Township taxes. You stated
the taxes were billed by the Township to be paid by November 10, 2024, and an interest fee has been
charged as the taxes are overdue. You stated that you have contacted the company, however the issue
remains unresolved. Therefore, you are requesting assistance to resolve this matter.
After reviewing your account, we found that on October 14, 2024, ****** ****** inquired about the
property taxes, and we advised that the escrow account would cover the verified amount. Between
October 18 and October 22, 2024, further communications confirmed that the tax amount due was
$3,453.21. On October 21, 2024, we disbursed $3,085.62 from the escrow account for the Town Tax.
However, a subsequent tax research was completed and it was determined that a tax adjustment
of $367.59 was needed. This adjustment was disbursed on October 30, 2024. Unfortunately, the
payment was rejected by the county due to being a bulk check.
To remedy this, we issued a new check for the tax adjustment amount on November 14, 2024.
Furthermore, on November 25, 2024, a payment totaling $396.96, which includes a $2.37 penalty,
was transmitted to the tax agency. It is important to note that the base amount of $367.59
disbursed from the escrow account and the penalty amount of $2.37 was charged to the servicer
for a total amount of $396.96. We have enclosed a copy of the Transaction History for your review.
We called and spoke to ****** ****** on November 27, 2024, regarding the status of the tax research.
We advised of the details of the payment sent on November 25, 2024. ****** informed us that the
information was not needed as the county had been contacted and confirmed that the payment for
the Year 2024 4th Installment tad adjustment had been received. ****** further inquired about the
status of the refund amount of $367.59 for the original payment. We advised that the of the payment
CrossCountry Mortgage and *** ******® are brand name for ********** ******** ***.
was still in process and once received it will be deposited to the escrow account. It is important to note
that while it is the responsibility of CrossCountry Mortgage, LLC, to pay for the taxes from the escrow
account as billed by the taxing authority by the date due, any tax assessment and/or refund is based
on the procedures and processing times of the taxing authority.
On December 2, 2024, the Tax Team updated the account to reflect that verification of proof of
payment was completed. We called and spoke to a representative with Marlboro Township. The
representative confirmed that the payment of $369.96 was received and posted effective November 20,
2024. Additionally, it was confirmed that the Year 2024 4th Installment lien was removed and is not at
risk of sale. The account reflects that the tracking of the refund is still in process and the next quarterly
installment for Town Tax is due January 31, 2025.
If you have any questions, please contact our Customer Service Department at 833-755-2066 or via mail
at Lake Vista 4, 800 State Highway 121 Bypass, Lewisville, TX 75067. 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:10/29/2024
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.
My servicer will not renew my homeowners insurance due to their rating. I have had this company since 2023 and my renewal is due 11/5 and they just notified me. I am in a disaster area with Hurricane Milton and my home has exterior damage. They expect me to obtain another policy with exterior damage from a hurricane. Even if I can obtain, I can only imagine at what cost. I also have a claim for the damage with my current insurer. I would like them to pay my renewal so I can keep my current insurer, especially with the hurricane damage and claim.Customer Answer
Date: 11/11/2024
[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,
Dina RobinsonBusiness Response
Date: 11/11/2025
We received your concerns you submitted to the Consumer Financial Protection Bureau (CFPB) on
October 30, 2024, and the Better Business Bureau (BBB) on October 29, 2024, and we are sharing with
you what we found after an investigation into your concerns.
Escrow Account
After reviewing your account, we found that on October 18, 2024, CrossCountry Mortgage’s Insurance
Department attempted to contact Great Florida Insurance; however, the attempt was unsuccessful.
Further review determined that the Insurance Department received the renewal information from
Unique Insurance for policy ********** on October 21, 2024. The renewal information reflected a
premium of $3,538.28, effective November 1, 2024 to November 1, 2025. Please note that the system
automatically determined that the insurance rating was insufficient.
As such on October 22, 2024, a letter was sent to you advising you that your insurance provider must
have a B+ rating in the nationally published A.M. Best Key Rating Guide. It was determined that your
provider did not have a B+ rating and as such it was recommended you obtain a new policy with a higher
rating.
On October 24, 2024, the Insurance Department determined that Unique Insurance was not rated and
confirmed further research was needed.
On October 28, 2024, you called the Insurance Department and inquired about the letter you received.
The representative advised you updated insurance was needed due to your insurance provider rating.
On October 30, 2024, your escrow account was updated and a premium payment of $3,538.28 was
requested the same day.
On October 31, 2024, the premium payment of $3,538.28 was sent to Unique Insurance via check number
*********.
CrossCountry Mortgage and Mr. Cooper® are brand name for Nationstar Mortgage LLC.
On November 5, 2024, a representative from the Insurance Department contacted Great Florida
Insurance and confirmed the policy details. The representative advised the agent of the payment sent
and the agent confirmed the policy payment would be accepted as long as the payment was received
by November 14, 2024.
On November 6, 2024, the Insurance Department confirmed your insurance information was correctly
updated in your escrow account showing hazard policy ********** effective and in place from
November 1, 2024 to November 1, 2025. Additionally, your escrow account reflects the flood insurance
policy ********** with American Bankers Insurance effective November 5, 2024 to November 5, 2025.
The Insurance Department advised they will continue to monitor the payment sent on October 31, 2024
to ensure the funds are cashed, and posted effectively. It was also confirmed that you no longer needed
to obtain new coverage.
At this time your escrow account reflects the most up to date information and all policy details have
been confirmed. Please note we do not have information regarding your open insurance claim, please
provide updated claim information. We ask you to continue to provide any updated insurance details
you receive to ensure we update your records accordingly. You can email any updated information to
[email protected] or mail information to CrossCountry Mortgage, PO Box 7729,
Springfield, OH 45501-7729. We understand that you may have experienced a misunderstanding or
miscommunication during your previous contacts with CrossCountry Mortgage, and we appreciate the
opportunity to clarify this matter.Initial Complaint
Date:10/08/2024
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.
We received a respa letter back in January 2024 informing us that our loan server changed from "CrossCountry Mortgage, LLC (by ***)" to "CrossCountry Mortgage, LLC".
On the letter, it gives a new link for online servicing. When I click the link, I get a "Page Not Found" error. I've spent HOURS trying to get this resolved to no avail. Every month I have to call to make my payment. Every time I call, I ask for the status of my account transfer. Every time, I'm told it SHOULD be working, but it doesn't. I spend a good amount of time troubleshooting, just to have nothing work.
Even though I'm on the mortgage, they only have my father, ****** *********'s information (name/ssn) because apparently the information didn't transfer properly when they switched borrowers.
I've been given several phone numbers to call for assistance. I'm getting the runaround. I had to ask them to go paperless so I could at least get a copy of my bill as the ones that come through my email say "link expired" even seconds after receiving it.
This company is a mess! As a borrower, I should have online access to my account and not have to call every month to make my payments.
None of the customer service agents I speak with know how to help. I need resolution because it is clear that they are doing nothing to remedy this situation.Business Response
Date: 10/18/2024
Please see the attached response letter regarding the customer's concerns.
Dear ****** *********, ******* *********, and ******* *******:
This letter is in response to your complaint filed with the Better Business Bureau
(BBB) on October 8, 2024, and directed to CrossCountry Mortgage, LLC
(CrossCountry) on October 9, 2024. I have been asked to respond to your concerns
regarding access to your online account, and I appreciate the opportunity to do so.We take all complaints seriously and appreciate all the information you have
provided. We thank you for allowing us the opportunity to investigate this matter
further, as we pride ourselves on maintaining professionalism and being transparent
with our customers.We understand how frustrating login issues and being unable to obtain online access
can be and sincerely apologize for the inconvenience this may have caused. Upon
receiving your complaint, our corporate office and servicing center worked diligently
to identify and resolve the issue with the highest priority. We are pleased to inform
you that, according to our records, this matter has been resolved, and your account
is showing active website access for ******* ******* at this time. Additionally, our
Support Team reached out to ******* ******* to confirm as well.Please be aware that although our records reflect three borrowers for this loan, the
mortgage statements typically contain the names and addresses of the first two
borrowers listed on the Note. Unfortunately, the mortgage statements do not allow
for a third borrower name section.However, if requested, we can update the mailing street address to reflect as care of
(c/o) ******* *******, **** ** ***** ******. Furthermore, once online access is
obtained, all borrowers can sign up for website access to review the mortgage
information and statements.In regard to submitting your mortgage payments, we want to ensure you are aware
of the multiple payment options available to you for added convenience. For further
details, please refer to your mortgage statement.• Autopay: Allows you to have your payment automatically debited each month,
from the checking or savings account of your choice. CrossCountry does not
charge a fee to activate this service, and it can be set up via our website at
***************************************.
• Automated Phone Payment (IVR): This is a pay-by-phone service provided
through our automated phone system. There is no charge for this service and
can be completed by contacting ************.
• Website Payments: Allows you to sign in to your account anytime to make a
payment via our online portal at **************************************.
There is no charge for this service.
• Mail Payments: With a check or money order, payments can be mailed to
CrossCountry Mortgage, ** *** ******* ******* ** **********. Please
include the loan number on the payment and allow adequate time for postal
delays as the receipt and posting date will govern the assessment of late
charges. One can also send payments via express or overnight mail to
CrossCountry Mortgage, Attn: Payment Processing - ******* **** *******
****** ***** **** *********** ** *****
• Wire Transfer: Allows you to send payoff/reinstatement funds via wire
transfer; however, please refer to your payoff statement for wiring instructions
and/or visit our website at **************************************.
• ********* Express Payment: Ensures same-day delivery of your payment
to CrossCountry. You can visit your local ********* Agent or call
************** to locate a ********* location. Complete the payment form
with your name, and CrossCountry loan number, and enter the receive code
listed on your mortgage statement under “Payment Options”. Please note that
these transactions typically require cash, and the ********* Agent may
charge a fee for this service.
• ******* ***** ***** *******: Ensures same-day delivery of your payment
to CrossCountry. You can visit your local ******* ***** Agent or call
************** to locate a ******* ***** location. Complete the payment
form with your name and CrossCountry loan number indicating Pay to:
CrossCountry Mortgage, **** ***** **** ****** **. Please note that these
transactions typically require cash, and the ******* ***** Agent may charge
a fee for this service.Customer service is of the utmost importance, and we sincerely regret that your
recent experience may have fallen short of your expectations. We view your feedback
as an opportunity to evaluate and improve the service we provide to all customers.
Our representatives are trained not only to be knowledgeable, but also courteous,
transparent, and responsive. Rest assured that your comments have been forwarded
to the appropriate department. Please accept our apologies for any inconvenience
you may have experienced. Our goal is to provide you with the customer service you
expect in the future.We hope that this additional clarification will help ease any reservations you may
have about CrossCountry. 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 **** ******** ******* **********
**** *****. You may also contact us via email at *********************. For
further information regarding the servicing of your loan, please contact the servicing
center’s Customer Service Department at ************. For further information you
may also visit us on the web at ****************************.Best regards,
Lauren ****
Customer Relations ManagerCustomer Answer
Date: 10/24/2024
[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 was contacted by my loan servicing company and they were able to get the issue resolved.
I really appreciate the option to come here and get help with this, thank you.
******* *******Initial Complaint
Date:09/28/2024
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 am a seller stuck in escrow for 60 days now. The mortgage consultant assigned to mine and my husband's case at CrossCountry Mortgage, LLC has been very hard to get in contact with and lacking in all paperwork involved. We entered escrow on a property in Madera, Ca in July 2024 with a 30 day escrow. We we're supposed to close escrow end of August 2024 but after an entire week of being unable to get in contact with anyone the company finally told us papers had to go back into underwriting which pushed closing out 1 week. We moved out of the property on September 9, 2024 with the promise of closing that Friday, September 13, 2024. Needless to say, as I am filing this complaint it is now September 28, 2024 and we still haven't closed. We have sent addendums stating we are to get compensation at closing but our Realtor, as well as the buyers realtor are having a very hard time reaching the consultant at any time. He does not answer calls nor return them. Our agent has had to physically go to the office multiple times to get any type of answers on what is happening. At the end of every week the consultant claims something needs to be sent back into underwriting while we and the buyers are stuck waiting week after week. During this time my husband and I are responsible for now 2 house payments since this hasn't been resolved. I find this consultants lack of action on anything with our case unacceptable and someone needs to be held accountable. I am not one to make complaints but with this being dragged out for so long with what seems to be no end in sight I feel something needs to be done and it's likely we aren't the only clients being treated this way. I feel as though this Consultant at the bare minimum, if not the entire company aren't doing their jobs and we are just one of possibly many to be pushed aside and stuck in a financial burden with nothing but broken promises. We want our escrow to be closed ASAP and compensation for the multiple time extensionBusiness Response
Date: 10/22/2024
This letter is in response to your complaint that was filed with the Better Business
Bureau (BBB) on September 28, 2024, and directed to CrossCountry Mortgage, LLC
(CrossCountry) on September 30, 2024. I have been asked to respond to your
concerns, and I appreciate the opportunity to do so.
We take all complaints seriously and appreciate the information you have provided.
We thank you for allowing us the opportunity to investigate this matter further, as
we pride ourselves on maintaining professionalism while adhering to federal
guidelines. However, as you are not a customer of CrossCountry and are the seller,
we are prohibited by law from providing information specific to our borrower(s) or
their loan application to unauthorized third parties without written authorization from
our borrower.
Please understand 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. Final approval is subject to the underwriter’s review and approval involving
a more detailed and thorough evaluation of one’s financial profile and the subject
property.
During the loan process, there are periods when a loan officer will not be able to
provide a status update, due to another department being in the process of reviewing
the loan. Once that review is completed, that department will then inform the loan
officer. This may take up to or around 48 hours to allow the other department their
allotted time to complete a review. For example, when a file is sent to the
underwriter, the underwriter will complete their own review and typically, does not
contact the loan officer until it is either completed or if more information is needed.
If more information is needed, it may result in a resubmission for review with that
department upon receipt of that information. Please understand that we are required
to obtain updated and certain documentation in order to remain within guidelines.
Additionally, please know that CrossCountry holds no responsibility for a purchase
contract, as that agreement is made with you, the listing agent, the buyer, and the
buyer’s agent for the subject property. Information and/or deadlines set forth by a
purchase contract are not binding to CrossCountry, as we are required to adhere to
federal guidelines when providing a mortgage loan. As such, we are unable to honor
your request for monetary compensation at this time.
While we recognize our protocols set in place may feel extensive and may require
additional time, they are designed to ensure that every aspect of the loan is carefully
evaluated from our initial loan officer review to our appraisal review team,
underwriting team, and any additional team we may require dependent on the loan
type. This thorough review helps us identify and mitigate any potential risks, which
ultimately protects both the buyer and us. By taking the time to examine all factors,
we can ensure that the mortgage terms are manageable for the buyer and align with
their financial situation. Our goal is to support our borrower’s (the buyer’s) long-term
financial well-being and make sure they are comfortable with their ability to repay
the loan.
According to our records, communication with the agents occurred on Friday, October
18, 2024. We were informed that the title company did not have time permitted to
work on the documentation on Friday and informed us they would assist with
completion today, October 21, 2024. If you have any questions, we kindly request to
please continue to correspond with the applicable agents and/or the title company
regarding your transaction with the buyer.
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, transparent, and responsive. We view
your feedback as an opportunity to evaluate and improve the service we provide.
Your comments have been forwarded to the appropriate department.
Should you have any further questions or concerns regarding this matter, please feel
free to contact our Legal Department’s 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,
Lauren H***
Customer Relations ManagerInitial Complaint
Date:09/26/2024
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'm trying to reset my online login. I have memory issues and forget my password. Im getting emails about my statements, and so I used that email to attempt a password reset and I didn't receive any links to reset the password.
I dialed ********** for assistance and reached a man who asked for either my loan number or ssn but then was unable to assist me. He said no one could help me reset my password. He also asked me if I remembered my password. Then became defensive when I told him that the reason I was calling in was because I couldn't remember my password.
I'd like him to be coached, and help resetting my passwordBusiness Response
Date: 10/21/2024
This letter is in response to your complaint filed with the Better Business Bureau
(BBB) on September 26, 2024, and directed to CrossCountry Mortgage, LLC
(CrossCountry) on September 27, 2024. I have been asked to respond to your
concerns regarding access to your online account, and I appreciate the opportunity
to do so.
We take all complaints seriously and appreciate all the information you have
provided. We thank you for allowing us the opportunity to investigate this matter
further, as we pride ourselves on maintaining professionalism and being transparent
with our customers.
We understand how frustrating login issues and being unable to obtain online access
can be and sincerely apologize for the inconvenience this may have caused. Upon
receiving your complaint, our corporate office and servicing center worked diligently
to identify and resolve the issue with the highest priority. We are pleased to inform
you that, according to our records, this matter has been resolved, and your account
is showing active website access at this time.
Additionally, our records reflect you corresponded with a servicing agent on
September 26, 2024, to register the account online. On September 27, 2024, our
corporate support team reached out to you via email in an attempt to directly connect
with you to resolve any issues and provided instructions to reset your password.
If you experience any issues moving forward with resetting your password, please
feel free to visit our website at www.servicing.crosscountrymortgage.com and click on
“Forgotten Password” under the login field. At that time, you will then be required to
enter the email used to register your account, which is **************** Once
that step is completed, an email will be sent to you containing the next step. Please be
sure to check your email’s spam folder as it may be sent to that folder if not found in
your email’s inbox.
Regarding your interactions with the agent, please know that we do not condone
unprofessionalism and have provided additional coaching to ensure our customer
service standards and expectations are met. Please understand that the intention
behind the communication was simply to ensure transparency and not to suggest any
wrongdoing. We apologize for any miscommunication you may have received.
Customer service is of the utmost importance, and we sincerely regret that your
recent experience may have fallen short of your expectations. We view your feedback
as an opportunity to evaluate and improve the service we provide to all customers.
Our representatives are trained not only to be knowledgeable, but also courteous,
transparent, and responsive. Rest assured that your comments have been forwarded
to the appropriate department. Please accept our apologies for any inconvenience
you may have experienced. Our goal is to provide you with the customer service you
expect in the future.
While we realize our prior service may not have aligned with your expectations, we
hope that this additional clarification will help ease any reservations you may have
about CrossCountry. Should you have any further questions or concerns regarding
this matter, please feel free to contact our Legal Department’s 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]. For further
information regarding the servicing of your loan, please contact the servicing center’s
Customer Service Department at 833.755.2066. For further information you may also
visit us on the web at www.crosscountrymortgage.com.
Best regards,
Lauren H***
Customer Relations ManagerBusiness Response
Date: 10/21/2024
This letter is in response to your complaint filed with the Better Business Bureau
(BBB) on September 26, 2024, and directed to CrossCountry Mortgage, LLC
(CrossCountry) on September 27, 2024. I have been asked to respond to your
concerns regarding access to your online account, and I appreciate the opportunity
to do so.
We take all complaints seriously and appreciate all the information you have
provided. We thank you for allowing us the opportunity to investigate this matter
further, as we pride ourselves on maintaining professionalism and being transparent
with our customers.
We understand how frustrating login issues and being unable to obtain online access
can be and sincerely apologize for the inconvenience this may have caused. Upon
receiving your complaint, our corporate office and servicing center worked diligently
to identify and resolve the issue with the highest priority. We are pleased to inform
you that, according to our records, this matter has been resolved, and your account
is showing active website access at this time.
Additionally, our records reflect you corresponded with a servicing agent on
September 26, 2024, to register the account online. On September 27, 2024, our
corporate support team reached out to you via email in an attempt to directly connect
with you to resolve any issues and provided instructions to reset your password.
If you experience any issues moving forward with resetting your password, please
feel free to visit our website at www.servicing.crosscountrymortgage.com and click on
“Forgotten Password” under the login field. At that time, you will then be required to
enter the email used to register your account, which is **************** Once
that step is completed, an email will be sent to you containing the next step. Please be
sure to check your email’s spam folder as it may be sent to that folder if not found in
your email’s inbox.
Regarding your interactions with the agent, please know that we do not condone
unprofessionalism and have provided additional coaching to ensure our customer
service standards and expectations are met. Please understand that the intention
behind the communication was simply to ensure transparency and not to suggest any
wrongdoing. We apologize for any miscommunication you may have received.
Customer service is of the utmost importance, and we sincerely regret that your
recent experience may have fallen short of your expectations. We view your feedback
as an opportunity to evaluate and improve the service we provide to all customers.
Our representatives are trained not only to be knowledgeable, but also courteous,
transparent, and responsive. Rest assured that your comments have been forwarded
to the appropriate department. Please accept our apologies for any inconvenience
you may have experienced. Our goal is to provide you with the customer service you
expect in the future.
While we realize our prior service may not have aligned with your expectations, we
hope that this additional clarification will help ease any reservations you may have
about CrossCountry. Should you have any further questions or concerns regarding
this matter, please feel free to contact our Legal Department’s 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]. For further
information regarding the servicing of your loan, please contact the servicing center’s
Customer Service Department at 833.755.2066. For further information you may also
visit us on the web at www.crosscountrymortgage.com.
Best regards,
Lauren H***
Customer Relations ManagerInitial Complaint
Date:09/10/2024
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 am a 100% Disabled Veteran and have received my property tax exemption from **** County ********. I have been working with Cross Country Mortgage since around February 2024 to have my escrow adjusted to reflect the exemption. I have called monthly for an update only to be given a different answer by every person I have spoken to. I have sent in the confirmation letter from the county stating that my property is exempt from all taxes. On three separate occasions, myself and a customer service representative have spoken on the phone to the **** County Tax Assessor's Office. They provided a verbal confirmation that my property is exempt from taxes. I have had numerous requests put into Cross Country's tax department to have the property tax removed. They continue to request the award letter and proof of my 100% rating which I have sent in multiple times. I again called on 9/10/24 to check on the status. We again called the county and verified that I am exempt only for Cross Country to tell me I will have to wait until the next tax bill comes out, which will be around April 2025. I have been paying over one thousand dollars extra into my escrow account for taxes I do not have to pay. When you request to speak to a Manager, you are told that if the resolutions team has already helped you, then that manager will not contact you. The negligence and complete disregard to helping customers is seriously disappointing.Business Response
Date: 09/25/2024
Dear ******** *. *******:
Thank you so much for reaching out to us. We received your concerns submitted by the Better
Business Bureau (BBB) on September 10, 2024, and we are sharing with you what we found after an
investigation into your concerns.
Taxes
In your correspondence, you stated that you are a 100% Disabled Veteran who has been granted a
property tax exemption by **** County, ********. Since February 2024, You stated that you have been
attempting to have Cross Country Mortgage adjust your escrow to reflect this exemption. Despite
providing all required documentation and receiving verbal assurances from the county, you have
encountered ongoing delays and inconsistent responses from the mortgage company. You have been
overpaying by more than a thousand dollars into your escrow account for taxes that you are not liable
for, and your request to speak with a manager have been repeatedly denied. You are now seeking a
billing adjustment to rectify this situation.
Tax Exemption
After reviewing your account, we found that on March 12, 2024, you initially contacted us and advised
that you are 100% exempt from property taxes; therefore, tax research was initiated to verify and
update the tax information.
On March 13, 2024, the tax research was completed. It was confirmed on the tax assessor’s website, that
you had been granted a partial exemption for the Year 2023 taxes payable 2024 and the billing amount
was not available to date. It was clarified that once the taxes are billed and paid in 2024,
documentation for an approved 100% exemption must be provided by the homeowner and verified by
the taxing authority to update a full exemption. It was confirmed that the tax line had been updated
correctly.
You called in on March 21, 2024, regarding the status of the tax exemption. You were informed of the
results of the tax research dated March 13, 2024. It was advised that proof of 100% exemption
CrossCountry Mortgage and *** ******* are brand name for ********** ******** ***.
documentation was needed for further research. You stated that you did not have such
documentation and requested to escalate the call. Therefore, the call was immediately connected to
an Executive Resolutions Team (ERT) agent for further assistance.
You were informed that you were approved for a partial exemption and to update the tax line to reflect
a 100% exemption, documentation or confirmation from the taxing agency of a billing amount of $0.00
was needed. You confirmed that you had received verbal notice from the taxing authority of an
approved exemption and did not have documentation showing a billing amount of $0.00. As such, the
agent conducted a conference call with the taxing authority to verify the billing amount for the Year
2024 taxes. The county representative advised that you were approved for a tax exemption; however,
the billing amount would not be $0.00 yet because there was a partial bill due in May 2024. The
representative clarified that after the May 2024 bill was paid, it was anticipated that the next billing
amount should reflect due in the amount of $0.00. You stated that you understood. Our records reflect
that a case was opened and submitted detailing your concerns for review.
On May 1, 2024, you called in about an escrow analysis conducted for a tax exemption. The status of the
approved partial exemption was reiterated, and it was clarified that based on that tax status a partial
bill would be due May 2024. Once the May billing was paid, it was expected that you would be fully
exempt from property taxes in the annual amount of $0.00. It is important to note that tax
assessments are conducted by the taxing authority. Per the original loan documents, CrossCountry
Mortgage is required to pay the amount by the date due from the escrow account as billed by the tax
assessor.
On May 20, 2024, you called in and requested to pay the second installment due for taxes early;
therefore, a tax research request was submitted per your request.
The account shows on May 15, 2024, funds in the amount of $4,431.47 were disbursed from the escrow
account for County Tax.
The tax research was completed on May 21, 2024. It was verified via the website that the Year 2023
payable 2024 1st installment was billed and paid in the amount of $4,431.47 and the 2nd Installment was
due September 1, 2024 in the amount of $4,431.47 to be paid by the date due. In addition, it was
confirmed that the you were approved for a partial tax exemption along with a request for
documentation reflecting an approved 100% exemption to proceed with your request. As such, no
further action was taken as the tax line had already been updated to reflect the exemption
information.
Our records indicate on June 5, 2024, you called in and requested an update regarding your previous
tax request. You were advised of the results of the tax research completed on May 21, 2024. It is
important to note that the prior tax research advised proof of 100% exemption was needed to update
the line because it was still showing a partial exemption and a tax amount coming due in August
2024. The agent should have advised taxes are paid from escrow 10 days prior to the due date and
once the taxes were paid and proof of billing amount of $0.00 was verified the tax line could be
updated and an out of cycle EA ran for any refund of escrow surplus. We apologize that all of your
concerns were not addressed.
On June 18, 2024, you called in and were immediately connected to an ERT agent per your request to
escalate the call regarding the request to pay the taxes due August 2024 in advance due to an
approved 100% tax exemption for Year 2024 payable 2025. You were informed that a tax research
request was submitted and not guaranteed. The expectation was set that you would receive a follow
CrossCountry Mortgage and *** ******* are brand name for ********** ******** ***.
up call regarding the results of the research. Our records reflect that a case was opened and submitted
detailing your concerns for review.
The tax research was completed on July 25, 2024. It was confirmed that per the tax assessor’s website
that you were approved for a partial disabled veteran exemption and the tax lines had already been
updated accordingly. That same day, the agent called you to advise of the results of the research;
however, the call attempt was unsuccessful due to an answering machine being reached; therefore, a
voicemail message was left with a request to return the call. Additionally, the agent noted on the
account that the research determined that we will not be paying the tax bill prior to the due date.
That same day, you called in for an update regarding your tax bill request. You were informed that the
tax bill would not be paid in advance and would be paid by the date due. Additionally, per your request,
a request was submitted for a new analysis. The preliminary review reflected a reduction in the
monthly payment and surplus.
On July 26, 2024, a new analysis was generated with an effective date of August 1, 2024, which resulted
in a payment change to $3,769.97 and a surplus amount of $3,434.64. An Escrow Statement along with
attached surplus check (number **********) in the amount of $3,434.64 was sent to the mailing
address on file.
You called in on July 29, 2024, regarding the results of the analysis and stated the expectation for the
account to reflect the status of 100% tax exempt. You were advised to send in documentation reflecting
proof of 100% tax exemption. You called in a second time this day regarding the same request. It was
reiterated that proof of 100% tax exemption was needed to proceed with your request.
You called in on August 8, 2924, and advised of your intention to send in proof of 100% exemption. This
information was noted on the account.
On August 14, 2024 funds in the amount of $4,431.47 were disbursed from the escrow account for
County Tax.
You called in on August 21, 2024, and stated that you had been working for months to update the
account to reflect a 100% tax exemption for the Year 2024 taxes which are paid in 2025. The agent
conducted a conference call with (COUNTY). A representative with the taxing authority confirmed the
full 100% tax exemption for Year 2024 payable 2025.
On August 27, 2024 the tax research was completed. It was confirmed that the Year 2023 payable 2024
1
st and 2nd Installments were both billed and paid in the amount of $4,431.47 each. It was further
confirmed that you were approved for a partial disabled veterans exemption and regarding a 100%
exemption there was no documentation received for the parcel. Therefore, it was determined that the
tax lines were set correctly and documentation was requested to verify the 100% exemption.
On September 10, 2024, you called in to confirm the status of the tax update on the account. You were
informed of the results of the previous tax research. You stated that you had already sent in proof of
exemption and requested for the information to be updated on the account. Additionally, you
requested to escalate the call; therefore, you were immediately connected to an Executive Resolutions
Team (ERT) agent for further assistance. You expressed concern that the 100% tax exemption
information had not been updated on the account to date. You were informed that the update was in
process.
CrossCountry Mortgage and *** ******* are brand name for ********** Mortgage LLC.
Our records indicate we received tax exemption documentation on September 19, 292; therefore, the
documents were forwarded to the Tax Team for review.
The tax research was completed on September 20, 2024. It was determined that per the documents
verified for tax Year 2024 payable 2025, you are approved for the 100% disabilities homestead
exemption. Therefore, the tax line was updated correctly, and it was noted that an analysis was not
needed.
To date, the escrow account reflects the above referenced loan is escrowed for both taxes and
insurance. The tax line reflects semi-annual installments next due May 31, 2025, as fully exempt in the
amount of $1.00. Please be advised that the next annual analysis is scheduled for December 2024.
We understand that you may have experienced misunderstanding or miscommunication during your
previous contacts with CrossCountry Mortgage, LLC, and we appreciate the opportunity to clarify this
matter.
If you have any questions, please contact our Customer Service Department at 833-755-2066 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,
Cara *****
Customer Relations SpecialistCustomer Answer
Date: 09/25/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
******** *******Initial Complaint
Date:08/30/2024
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 been trying to get my tax refund of $710.41 that Maricopa Country sent to my mortgage company since February, 2024. Please see my attached letter that I am sending out today. I really don't know what the problem is with Cross Country Mortgage but for them to not be able to solve a simple problem like this, we'll there's something wrong.Business Response
Date: 09/17/2024
Dear ***** *********:
We received your concerns submitted by the Better Business Bureau (BBB) on September 3, 2024, and we are
sharing with you what we found after an investigation into your concerns.
Escrow Analysis
In your correspondence, you stated that you have been attempting to retrieve your tax refund of $710.41, which
Maricopa County dispatched to your mortgage company back in February 2024. Despite your persistent efforts,
the problem persists, leaving you exasperated with CrossCountry Mortgage's failure to address what seems to be
a straightforward issue. You are now seeking a refund of the disputed amount. We apologize for any
inconvenience this may have caused.
Upon examination of your account, it has been ascertained that the tax refund in question was disbursed by
the taxing authority in January 2024 , before the servicing transfer to *** ******. Consequently, the refund was
directed to the previous servicer, ********** ********* ***.
The prior servicer has since confirmed that the refund was received in January 2024 but was not forwarded to
*** ****** until July 29, 2024.
Upon receipt, the refund was designated to your account as a County Tax Deposit effective April 18, 2024.
Subsequently, on August 9, 2024 , an updated escrow analysis was conducted, leading to a payment
adjustment to $1,429.39 effective September 1, 2024, and the identification of an escrow surplus of $330.14.
Both an Escrow Disclosure Statement and a surplus check (number **********) were sent to you via regular
mail.Customer Answer
Date: 09/17/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** *********Initial Complaint
Date:08/07/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
CrossCountry Mortgage is whom we went with for our mortgage when purchasing a home. At the time of purchase an escrow account was setup for us an this escrow account has repeatedly failed to pay the insurance premiums. Because of this, we have now had to pay these premiums out of pocket even though we have already paid into escrow for them.
In addition, CCM states they made a payment from escrow in one of the instances, yet the insurance carrier never received it. So, now our money is floating out there somewhere and we have no way to access it and CCM has been no help with the exception of one employee who unfortunately has not been able to get traction on our behalf.Business Response
Date: 08/21/2024
Dear ****** ******:
We received your BBB concerns regarding the hazard insurance policy for the loan number ending in
0840 on August 9, 2024. However, our records reflect ****** ****** is not an Authorized Third Party on
the account. Please note, that as a Deed of Trust signer, you are authorized to discuss when the next
payment is due, the status of the loan, and the amount to cure the loan. For any further information, a
signed Third Party Authorization is required. A Third-Party Authorization Form has been enclosed with
this correspondence.
The authorization must be signed and dated by the borrower. If no additional date is provided, the form
will only be acceptable for 90 days. If the borrower would like the authorization to be in effect for longer
than 90 days, they must indicate the desired timeframe. This form may be faxed to our Research
Department at ***** ********.
You have the right to access the document relied upon in this investigation. We have included this
document for your records.
• Third Party Authorization Form
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,
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