CrossCountry Mortgage
reviews and complaints

Please DON'T get trapped with this company. The WORST company that I had the displeasure of working with. I would not wish this on anyone. The most unprofessional, disappointing experience . It felt like TORTURE is the best way to describe it. This company caused me so much pain and suffering in addition to spending additional money for their careless and sloppy work. They offered me $850.00 because they knew their work was a mess. This couldn't even cover half of the expenses they made us incur because of their inefficiencies . They do not deserve the one star on this review. We had an initial loan processor that fell off the case , then there was loan processor # 2 that apparently quit two weeks before my closing and I guess took all my bank and personal info with her because they started requesting all my info all over again even though they had a system they asked me to upload all my personal info to and this processor would ask me to email her all my info. I started with this company back in April giving them all my information and wasn't able to close on my home till September. When they did give me a final closing date for the 3rd time ,Yes 3 closing dates losing time off work . On the day of closing the manager Bill was still requiring and requesting documents from me it was so unprofessional. The other and last loan officer # 3 lied to us saying that loan officer #2 was on vacation. I am still weary about all my personal info with these people who quit and even the business on the whole. I am taking the time to write this review in hopes that someone will read this before they fall into a trap like we did. We were given apologies and $850.00 that will never compensate the pain we went through with the people at this company.*** NO STARS

I have been attempting to collect an overpayment of $1700 because I made an error and thought I missed a payment. I have been requesting this refund since the 27th of April, and I advised the level of urgency as it was all of the money, I had remaining to pay bills and buy groceries. I was bounced around to 6 different people and 2 departments, I have sent proof of the overpayment to 2 various departments; however, no one has reached out to date. My checking account balance is now negative $500+ from the initial -$70 from the 04.27.22 call. Today at 11:38 am 5.3.22, I spoke to supervisor Cynthia N., who advised a 30-day work order was opened for my issue, but she has opened a 5-day work order to expedite the refund with your Cash Department as the $1700 is sitting in excess. It seems the research should have been completed if the money is there. What is most hurtful is the male agent who gave me the mdfax at yourmortgageonline com email address on 04.29.22. He heard the distress in my voice about my account being negative $70, but yet, he opened a 30-day work order. I know I made the overpayment error, but some urgency for my request would have been appreciated. I was in tears because I only have one source of income, and I am a single mom. We are all humans, and we ALL make mistakes; this is highly unacceptable behavior by your agents. Supervisor Cynthia N, and the agent I spoke with before her were the ONLY 2 individuals not to bounce me around and showed a sense of urgency and empathy for my situation. I am already dealing with the stress of a bankruptcy which you guys clearly know about, but I am treated like a second class-citizen when I need your help. I will be refinancing my loan due to the lack of urgency and empathy I was provided for the second year with CCM. If I had not been making my payments, I would have been harassed with calls and letters, but I overpay my mortgage, and I am treated like this?

They Don't Care! About their customers OR these reviews. But I will leave one nevertheless, in the hope that it spares at least one of you from making the same mistake the rest of us made. I would have lost my home if up to these crooks. Not only are they crooks, who would still not be satisfied even if they stole your last dime, they are cold-hearted and seemingly enjoy causing the maximum amount of harm to people. I know that sounds like hyperbole, but I assure you it is far from it. In fact, it is just the tip of the iceberg. After dragging things on and on and on for months (yes, MONTHS) and costing me THOUSANDS of dollars (as a seller) I simply asked for a courtesy call from the manager (Josh of Sioux Falls) to let me know if they would even be able to close and fund the loan on time (I had a very strict deadline). I had a balloon payment coming up and needed to go to my backup plan IF not OR I would lose everything. I practically begged for an answer from him - to simply let me know (a simple "yes" or "no"), so that my young kids wouldn't be left homeless. But he REFUSED to respond (as a professional or as a man) to my pleas. Had it not been for all of the other horrific reviews here I might have given them all the way until the last day to close (when it would have been too late), but after failing to close with us already coupled with all of these horror stories here I KNEW I had better just go to my backup plan (with a week left). Good thing I did too, because I NEVER heard from these people again. Unreal! I wish I had read these reviews at the start instead of near the end, but I thank the rest of you for writing them, because at least it helped me to save my home. How are these people still in business? But again, they don't even care and make NO efforts to clean up their reputation. I am still in disbelief. And I could certainly go on IF I had any characters remaining. Just stay away! You're welcomed!

I have emails and texts to back up everything I state here. I should have known when the loan officer started off like a used car salesman telling me if I went with him today he would give me a considerably lower rate than anyone else had originally quoted, including himself. I have almost perfect credit (over 800) and no debt at all. Nothing seemed to be progressing after the first week even though I had submitted everything they asked for on the same day each time they asked for it. When I asked for a status update, I was told they "could not live and die on this account every hour of the day, one day is not going to delay anything." After demanding the status I was told my file went to underwriting on March 18th and confirmed again on March 22nd in writing it was in underwriting. On April 8th I got an email from the company saying the file had just been submitted to underwriting...my closing was supposed to happen April 9th. Well, cut to my 5th extension I had to sign because of the incompetence and I have still not closed as of April 26th. Every single day they tell me they need a few more things and these are the absolute last things they will need. Every single person involved, financial advisor, attorney, realtor and anyone else who has had to be involved said these people have no idea what they are doing and they've never dealt with anything like this before. Other than the obvious annoyance of being strung along, this has affected me financially, my living arrangements and all the little things like moving and deliveries and mail that have become impossible being in limbo. The sellers are also at the point where they won't even let me switch companies and want to pull out of the deal. I would not only never recommend Cross Country Mortgage to anyone, I will let everyone know this is the worst experience of my life and tell them to avoid this company at all costs. I wish I had just paid the higher rate with another company, it would have saved me time and money at this point.

Very poor experience with Tim Lindsey at Cross Country Mortgage...They treated me like a number at a McDonald's drive through. The numbers did not line up with what they told me on the phone. They provided our closing details to us only a few hours before closing and did not leave us much time to review or understand why there were discrepancies. I was called a liar when I told them I had sent an email the week prior to confirm my understanding of the numbers. When we first began our buisness relationship I received a very rude email telling me off. I was very confused as to why. They then admitted that the email was intended for a different person with a similar name to mine. Why would he send such a rude email to one of his customers in the first place? That should have been my cue to go elsewhere because it was foreshadowing to how we were treated in the long run. Save yourself the stress and disrespect and take your buisness elsewhere. I do not recommend Tim Lindsey or his team. When we purchased our home, things seemed to go smoothly at first but as closing drew near they rapidly disintegrated. He did not respond to questions we had in the final week seeking clarity on some important numbers, and the morning of closing he behaved very unprofessionally when those final numbers did not line up with what we had previously been led to believe. This was very stressful, as we were due to meet our realtor at the title office in just a few hours to close. We called Tim in search of an explanation and to hopefully clear up any misunderstanding. He was very reluctant to talk to us, angrily said "I can give you twelve minutes," and then proceeded to behave very rudely, answering our questions with arguments and yelling instead of any clear explanations. He blamed us for the misunderstanding, even though we had been given incorrect information and our questions had been ignored. Purchasing a home is a huge financial decision and a good mortgage lender should behave calmly and professionally with his clients in order to make the process as stress-free as possible.

We used Larry *** at Cross Country Mortgage, LLC. in ***. We had used Larry in the past for first mortgages and re-financings. This experience was very different. Our initial intention was to pursue a cash out re-finance as we are finishing our basement. In order to proceed with a cash out refinance, the company insisted that we have an in person inspection of the house. We are in the middle of a pandemic and did not want a stranger in our house. Needless to say Cross Country would not waive the in-person inspection. With this understanding, we spoke to other loan officers outside of Cross Country. They advised us that a cash out refinance does require an in-person inspection and is generally more expensive then a traditional refi and advised against it. Once we mentioned to Larry we did not want to have anyone in the house, we decided on a traditional refi. We were able to reduce our rate. We also cut a few years off the mortgage and told Larry we had a max monthly payment we were comfortable with. Larry assured us the monthly payment would be X amount throughout closing. Once the closing was completed, the monthly payment was almost $100 more then we were assured it would be. Even more critical is that we discussed the escrow payments and refunds we were expecting to receive. We asked multiple times if we should deposit the escrow refunds we were receiving or hold on them for any surprises. We were assured everything was taken care of and to go ahead and deposit the escrow funds. Well 4 months later we received the annual escrow account disclosure statement. It said we now owe over $1,700! The explanation provided was that Cross Country Mortgage required a $2,000 escrow cushion! This was never disclosed to us by Larry. I have texted Larry multiple times to resolve this issue. After a week and following up with him multiple times, I finally received a call back with no explanation. He assured us he would not leave the office until he received an explanation and that he would get back to us. Needless to say, we still have not heard back from him! I will never use him again and I will never recommend him to anyone.

My sister and I were buying our first home in Nevada and received a letter in the mail for a pre-approval. This was the BIGGEST MISTAKE OF OUR LIVES! We had the extreme misfortune of "dealing" with Twyla *** and this was the worst lending experience! My sister and I have been lending officers in the past in another state and this person CLEARLY does not know the meaning of professionalism or dealing with customers. Apparently, there are only three people that work in her office, a very timid secretary that does not always speak the truth, another person named Kim that we never spoke with other than receiving her voicemail. Twyla claimed to be in constant communication as she was YELLING at my sister and I on one of the final phone calls (Since she only spoke with us approx. 3-4 times). I have all email and text communication, not to mention my phone records (or lack thereof from her) not to mention it went to voicemail to prove that she barely even responded to me and when she did it was very short. She NEVER explained the process or what was going to happen and then expected me to know what was going on. This was a very UNPROFESSIONAL and UNACCEPTABLE way of doing business. I admit my sister and I were at fault for getting inquires for appliances and we had to take on new debt because it was not conveyed to us until the end how much we needed in closing costs, but then she acted as though she took funds out of her own pocket to assist, which she did not. I would NEVER deal with this lender or company again! I have already warned all of my friends, family, and co-workers and only wished I had read the reviews before applying. This is sadly one of the worst "live and learn" situations I have had to deal with. Twyla is the most unprofessional lender and she did not explain any step of the process throughout the lending experience. Twyla definitely was not dedicated to answering any of our mortgage questions and did not guide us through the home loan process to ensure an efficient and personalized loan experience! Twyla needs to either start listening and responding, respecting, and assisting her customers, or she should assume another role.

I WOULD BE CAREFUL ABOUT USING THIS COMPANY! Here is why. I contacted this Company after seeing their interest rates on the *** website for a refinance. I spoke to an individual on Monday, 11/15 about what he would need in terms of documents to do a refinance. All was well. I sent him everything he requested. On 11/18, I received an e-mail from a second individual who wanted me to send him 2 months of my bank statements. I informed that person that I had already linked my bank account to their business and wondered why he wanted me to now send them another way. He then told me to send him my W-2, via e-mail. RED FLAG! I told him no, as e-mail is notoriously unsecure. He responded by telling me to use DocuSign. I told him I no longer had that secure portal as it disappeared when I sent the loan docs to their company. He told me his e-mail is secure and "people send him things all the time." I told him, No. Suddenly, a third individual, with no introduction at all, sent me an e-mail and told me to send him my W-2's after I had already told the second fella that I sent them an authorization to get my entire tax return. I advised the second fella about this latest request from now a third individual and he responded by bad mouthing the third fella. I told the second fella to CALL ME or stop my loan application. He decided not to call me and instead sent me an e-mail basically stating I could comply with what THEY wanted or maybe go elsewhere. I wrote him back and told him to stop my loan app and provided him 5 reasons why I decided to do what I was now doing. His response to me was, "HAVE A NICE DAY!" I am not writing this because they, "hurt my feelings." I am writing it because they have no idea what they are doing. A three way tag team is indicative of that. When I asked what happened to the first individual I was dealing with I was told, "He is busy helping other customers. He starts the loans and I finish them." Really? An introduction would have been appropriate since I do not know you from Adam and now you are telling me to send you this and that over e-mail and don't worry it is secure. This outfit is not professional and I would caution anybody about doing business with them. They now have all of my personal identifying information and access to my tax returns. I am left to wait for the other shoe to drop on that. DO WHAT YOU MAY. YOU have been warned. The arrogance involved here is stifling! I will be advising *** as well, because their good name is attached to this shady outfit.

Currently dealing with American Eagle, Staurt is our loan officer, is beating around the bush; so-to-speak, Won't tell us what items we need to work on. I have asked 3 different times. They used a company called ***, to pull my hubby's credit report; then tell us, the biggest blockage is our state tax lien's. There is no law that says, you can't get a mortgage or a va loan, if you have STATE TAX LIENS. We have 3, we just paid one off, the other 2 are in a repayment plan, with a local attorney, based out of reynoldsburg. We have absolutely NO credit collections and student loans are up to par! Based on other factors and inaccuracies, they used a company called Birchwood, to pull a hard credit report. There are 8 INACCURACIES, i even *** the companies that *** CLAIMS, are on hubby's CRA'S. I have also filed a dispute with the 3 CRA'S. I'm tired of these companies, lying and stating that they can help us, when we they know full good and well they cannot. Hubby is at 637/638 FICO score. NOT THE *** SCORE FROM ***. Again, we have NO COLLECTIONS at all, whatsoever, and we're being told that several items need to be worked on. There are 8 AGAIN 8, inaccuracies that are listed on that report. When I contacted the CRA'S they do NOT show those 8 inaccuracies that are being listed via *** report. I'm going to pull my husband's credit report, myself and pay for it; for an accurate reading. Even when we log into *** they do NOT show the same information that american eagle mortgage uses ***, for their hard credit pulls. We're basically being denied, for no reason, at all. And don't give me that we owe state tax liens. I'm not a mortgage expert, and no where in the FICO score rating does it state that a tax lien will be a HUGE BLOCKAGE, to get a mortgage. Like I said, One is paid off. The other 2 are in collections. It's taken several weeks for Stuart to get back to me, to tell me that even though the loan states it's in the underwriting process, they can't go forward until these items are corrected. I demand answers. What items need to be corrected? *** messed up! use another agency to pull proper credit reports. PLEASE tell me! We're being denied a mortgage even though we qualify, state rules show 620 or higher for a mortgage VA LOAN. *** I will update my 1 star, as soon as our file is properly corrected. I will also file with the FTC as well. I Will give an example. On your *** file, you currently state we have a car loan through a company called ***, they sell cars for over $500,000 why would we purchase a car that has that dollar amount? When I call the credit bureau's they claim that file isn't there. please fix this situation. ASAP. I do NOT want hubby's FICO score, NOT ADVANTAGE SCORE; to take another dip, unless ABSOLUTELY necessary to prove that American Eagle is wrong, when they pull consumer credit reports. Thanks again! I'm not trying to sound harsh, but when a consumer, asks for answer's they should be allowed to get them! AS SOON AS POSSIBLE!

in March, after the Corona situation, i reached out to the bank asking if they would allow a break from Mortgage, since my husband was not working at the moment and I was paying more bills. I was offered three months of no payment (forberance). I did not get any documents to sign yet. In April, i recieved an email from *** and he informed me that i qualify for a re-finance with a lower interest. I was excited to hear that, i said send me the information for review please. he sent me a bunch of numbers, which looked good. I agreed to start the processs. He emailed me when he wanted something, and was never really clear as to why my documents stated PMI was being applied. I than reached out to him via phone and no response. When he finally responded, he said that I should be recieving a refund of at least $8K to be sent back to them (he offered to take care of it personally) and they will drop the PMI. all the paperwork said I would have a new loan of $306K. I signed off on the documents and I was very hesitant with the minimum information I was recieving from him. The loan officer witnessed my whole conversation with this guy. it has been a month, and I didnt recieve any refunds. I called him and no answer, i emailed him and no answer. I called his Boss *** and he said he will look into it and call me back. A week later, and nothing yet. I got an email this AM and I am being told that the money was credited from my original loan. Now I owe $12K more than what my original loan was?! No one seems to have an answer for me! No one is returning my call. and I do not have a bill to pay till now! I need help please. I am suffering with this company and I regret every minute I spent with them. Please help me! I should not owe more than what i was told and I should have a refund!

I have filed a loss mitigation application for my loan (***) and *** is the lady handling my application. I have completed all the information needed but she keeps asking for the same information over and over again. She has asked for March-May 2022 paystubs, and last paystub of 2021, which I have provided her 4 times now. She has also asked for bank statements showing where my child support is being deposited to, which I have provided 3 times, even sent her a copy of the checks and stubs showing the child support as there is no order for child support, as we have kept it out of court. I have also called and asked for *** to call me 5 times in past 2 weeks and never has anyone called me. I have taken very detailed phone notes of the times I call, how long on hold, who I speak with and for how long I speak with them and all details. I am trying here! I have provided medical records, EOB's for insurance, doctors notes even and nothing is getting done showing why I got behind. I feel like this is a stall move to keep me in default even more. I have even called to request making payments and trying to pay them and been denied. I am trying to make this right and want to get my account back in good standing but seems like CrossCountry just doesn't want that to happen. I am trying to make it right and just seems like I am being pushed away left and right. Additionally they keep saying they are missing my Third Party form, which I have turned in 4 times. I can see each time I turn the form in. You can see from their letter even today, which I attached, everything they are wanting is everything I keep submitting. I cannot get any resolution and it is so stressful. I am a single mom of 2 boys and one is autistic and I am trying everything to keep them in our home and fix this and make it right and set up payment arrangements or something but I keep getting road blocks.

We used Team *** for a mortgage beginning February 2022. We had a great relationship until ***, Mortgage Lender, took my boyfriend off the loan without our permission. We found out he was off the loan on March 24, 2022, when we received closing details. At that time we called *** and he began berating and yelling at us on the phone. He was condescending and rude. After many tears were shed and *** assured me that I would be able to be given the mortgage on my own we decided to keep it as is since we were supposed to close on March 29. Our mortgage was approved with few contigency's however, I was not given those contigency's until 3:00pm on Friday March 25, 2022. I did my best to get everything to them by Monday as I had to call a student loan company and it was now a Friday afternoon. After sending over the contigencies they stated I had to pay off $6,500 in student loans. I was irate as *** assured I could take on this mortgage on my own since HE chose to take off my boyfriend the second morgatee. Monday morning by 12:00pm I had all paperwork in and spent 3 hours on the phone with *** to process my student loan payment. We were then assured we would close onMarch 30th. After the two of us took off of work, packing up our apartment, we were then called and told I had to pay off $25,000 of student loans or we would lose the house. At this time I freaked out as I did not have that money. Luckily, my family was willing to chip in to help out so we could get this house. At 12:34 pm we were told that *** and his team would send over wire directions. From 1:00 pm-4:00 pm they ignored all phone calls and emails. Finally, we were able to locate ***'s office and we showed up. Of course, he was not there. His assistant ***
was just as nasty as ***. After putting up a fight we sat in his office for 3 hours being spun around in circles. Finally, another lender stepped in to help us. Finally, we closed 3 days late and were ignored by ***.

I was in the market for to get preapproved for a new mortgage. I was refereed to cross country by a coworker that had used them. I proceeded to contact them to which I was ***, he proceeded to start to help me informed me that i needed to fill out an application and up load all necessary document to proceeded. I add all the info that was required back on 9/17. *** then contacted me told that he received all the information and will start to work on it. This was on 9/18. I did not hear anything for about a week or so. I was then contacted by another representative on or around the 9/22 stating he is working with *** and that he is about to run my credit to start the preapprove process. I provided verbal authorization for them to go ahead. As soon as they did my Credit dropped about 15 to 25 points depending on the credit bureau you look at. Again I was aware of this. So after this was all done i did not here back from *** or anyone else from the office for about a week . I know they are probably busy and ok with that. I email *** on 9/29 never received a response back from him again on 10/15 to which he responds back to me on 10/16 stating he will be given me a call later that day. I never received a call back from him after that. He then messages me on 10/28 asking if he can call me later in the day again. I never heard from him that day, I reached out to him on 10/29 to which he again stated he will contact me back that day. It is now 11/19 to which I still haven't heard back from him. With the way the economy and everything is going I would have rather not ran my credit and took the hit if i knew this company was not going to follow thru on their part. I am able to look at other mortgage company's but with my score now being below 700 it would put me in a position of a higher interest rate if i am to be approved so they cost me potentially tens of thousands in extra interest as well as also pretty much hindered me at the moment from buying a house.

new recently got a loan through cross country mortgage , I dealt with loan officer *** , it was a nightmare and even when we close it still nightmare, I will begin tell you guys about the company by saying it a fraud mark all over my loan, I was told by the loan officer that I couldn't be approve for a FHA loan due to it was and income property , this loan was on myself and my mother which is a retiree and will be moving to Florida to occupied on side on the property and rent the other side it a multifamily home. we were told that it will be a conventional loan and that required a 15 % down the home that we got purchased price was 338,800 with the seller gave us a credit of 3000 and I PAID 5000 to show the seller that I was serious about buying the house , my loan officer *** gave myself and my mother a list of things we need to give her to get approve for this loan among that I had some credit card that I had to pay of before getting this loan, which was small bills .I paid off most of them but I had to show proof of them be paid off, then I was advised by the loan officer that the 2 outstanding credit card bills will be paid upon closing, among that is told us that we need a year of mortgage in the bank and we make our payment which at first she estimate it to be 61,622.88 they kept switching the estimate and I have sign multiple closing agreement because they kept switching and was blaming it on the underwriter cost upon closing and my 2 credit card will wasn't paid and now be threaten pay it or she will have to take it to legal team , at closing she gave us 5% and paid $54,025.87 please help me to the math 5000 that I paid then let seller credit 3000 , paid flood ins 650 and 800 for appraisal and 1594.50 tittle insurance seller credit . Cross country mortgage gave us 351,600.37 and now we still owe 297.57.50 remember or down payment was 61,622.88 please nothing adds up I need help, this is so much fraud and now I'm being threaten by the loan officer to pay off my credit card bills, I am seek help or please investigate to company for scam and fraud

Ok mortage started in January. I was advised to make payment on line by 1/19/201 to avoid any fess since the POST office is reallyyy slow. So they did not get my check my wife checks online and then proceeds to cet up to pay online as advised by Crosse Country. makes a payment, Cross country get the check tries to depsoit it and is returned for insufficient funds i call ask them not to despoit the check well that didnt work they deposit the check 2 days later now they have a double payment . I now am out 2300. I call land beg and plead with them to revierse the transaction. They said we cant. I would need to prove they reveived a double payment by sending in a staement or screen shot. Once they recieve that they will investigate and then send me a check. They stated that takes 7-10 days. I said well doesnt help me. They said write now if i leave it i will be paid until March1. Well that doesnt help with all the fees. I the borrow money from a family memeber and pay my bills. The extra payment stays there. On february 9 i receive a phone call that my payment is late. I said excuse me no its not i am good until March 1. They said no we sent you a check on February 3 for 2300.00. I said i was advised to leave and i was good tlll March. I spent 7 hours trying to talk to someone. a supervisor named Sharon reviews everything and said that i needed to make a payment by February 15 or i will be late and have to pay fees and she cant help me with what had happened. I the next day another supervisor calls me and says that she was sorry and that when i get the check to call her. Well I received the check February 19. I called her on Monday she advised me to deposit the check and make a payment and there will be no fees. Now remember i am still out a personal day and about $700.00 in fees, So i did as she told me. Today March first my bank manager calls me and tells me the check they sent you had a stop payment on it and i am at least $300 in the negative with 4 checks depending so now i have another $175.00 in overdraft fees alone. This company y cant find time to resolve this matter

CrossCountry Mortgage is the most incompetent company I've ever had the displeasure of doing business with in my 43 years on planet Earth. I refinanced my mortgage with them in August . At closing, 2 escrow line items in the closing costs were 2 property tax bills due Nov 1st, one for ~$750 and another for ~$3,300. In late October I received notification via mail that neither of these property tax bills had been paid. I logged onto my online account and checked the escrow section. Sure enough, whoever at CrossCountry populated my future tax payments due had completely skipped the payments due in 2020 and started with tax payment due in 2021. On October 28th I called CrossCountry's "service" center to report the issue and was advised to scan the property tax bills and email them in, which I did, plus I provided a detailed description of how my property tax payments work as well as a copy of the escrow statement from my prior mortgage provider. The next day the ~$750 property tax bill was paid. However, the ~$3,300 property tax bill was not. That is also the day my story begins of countless phone calls to the "service" center, most of them resulting with me explaining my issue, being put on music hold for 10-15 minutes to wait for a supervisor, and eventually being either disconnected or dumped off to an automated survey. I was able to garner some information from these dozens of calls. I am aware that at least 2 "cases" were opened for my account and subsequently closed without my property tax bill being paid. On 3 separate occasions I was given specific dates by which my outstanding property tax bill would be paid. All 3 dates passed without my property tax bill being paid. I've emailed the property tax bill for ~$3,300 due Nov 1st to the service center 3 times now. I've emailed the delinquency notice I received from my town to the service center twice. I mailed a complaint letter to CrossCountry on Nov 28th with supporting documents, including the tax bill and the delinquency notice. At this point there is close to $6,000 sitting in the escrow account, my property taxes for ~$3,300 are a month and a half late, I've received a delinquency notice telling me I owe an extra ~$50 in interest, and I'm about to lose my mind. No amount of money I saved on my monthly mortgage payment is worth this level of frustration.

One of the worst loan officers I have ever used. She started off by telling me that we were clear after a few weeks of processing and all we needed was to lock in a rate and we would could close in a day or two. *** with Cross Country told me she was trying to lock in my rate two times a day. After a few weeks went by I called her and asked if we could lock and she said let me check. She was able to lock me in at 5.4. After her manager reviewed it he lowered it to 4.5. This seemed strange to me for a few reason if you were trying to lock in my rate two times a day why would you not get the lock until the day I call you. *** advised we would be able to close in a few days, but never gave a specific date. After a week I contacted her and asked when was our closing date she advised we didn't have one because underwriting found a problem with the Title. I found this strange because I thought that was the Title Companies job. She told me again as soon as the title was clear we could close the next day. After a week went buy I contacted her again asking what was the update she advised me that we were still waiting on the title company, but underwriting had cleared my file and we were just waiting on the title. I contacted the Title Company and after a few hours on the phone with them were able to clear things up. I contacted *** again and advised her that we were free and clear. I asked when our closing date was and she told me she would get back to me. After a week goes by I contact her and ask what is the update? *** tells me that there is another issue and I need to change the insurance on the home and make the value higher. She also ask for my most recent paystubs. I turned in all of my paystubs and W2's at the beginning of the process. At this point I am getting frustrated and ask if we have a closing date and she tells me no, but after she gets the paystubs she will be able to close the next day. After a few days pass I reach out again to see were we are at in the process and she tells me she needs the lease agreement for the home. This didn't make since to me because at the beginning of the process she advised that my debt to income ratio was good enough that the property did not need to be rented out. I only told her that the property had rented out as a curtsy. *** contacts me the next day and says she will not be able to process the loan after going back and forth for over 50 days.

Me and my wife decided to buy our first home away from city. After 6 month searching finally we found one. Because of pandemic all banks was close and it was difficult to speak bank loan officer. Some one told us to use local mortgage companies. I call some of them and cross country call me back. For beginning cross country mortgage agent was nice to me, since responsible and professional so i decide to go with cross country without do any research. I send to them all kind of documentation i was asked, i got pre approved, offer accepted, in contract. we was waiting more than 2 month meantime i was sending every documentation i was asked. I received conditional approval from underwriter and did all my part of conditions. Then i was waiting Title search to be ready to close. i also open house insurance policy, we was already searching furniture for new home. After almost 3 month of waiting 12 hours before closing underwriter ask more time to check my employment working hours ... I work *** catering cancer center, worlds one of the biggest and known medical center of its kind. First wired felling is that they have my pay stubs for last 6 month as well as my taxes for last 2 years and all the documentation including from my job so how come underwriter cheeking my working hours 12 hours before the closing ... as i mention before i already have conditional approval and all my parts of conditions was done completely. So we postpone the closing date for a week. I got letter from my Manager as well as employment verification form also was done by payroll department involving so many people to provided to the underwriter in one day. Thinks got so ugly when again day before postponing closing date underwriter said they forget to put cross country info in the employment form so now they correct it and asking me to do all this process again. So i bother so many people in different department to have another version of form. Finally i send the form to the underwriter even it was so weird. after 3 times postponing my closing date finally my loan officer telling me Underwriter can not approve my loan because i work 3 hour less in my job. I'm very angry and disappointed . After 3 month and after my approval this is how they end up with me. I loose my dream house deal and they even dont left me a chance to go with different lender. Thinks they have to check during the 3 month they do very last moment. Since then almost 1 month and i still dont have loan Decline letter.

I originally contacted CrossCountry Mortgage in May looking for pre-qualification prior to engaging in the search for my first home. I was contacted by a loan officer, went through the process, and was pre-qualified. The issues came when I found a home went under contract with the seller. Originally, I was sold on the low-interest rate and the ability to close on the date me and the seller agreed upon. I moved to the area to 2 weeks prior to the original close date so I can be available to sign the documents, move into my new home, and start this new chapter of my life. As it came closer to the original close date in mid-July, I was told that the original appraiser backed out of the job and they found another appraiser who would not be able to supply the appraisal documents until the beginning of the last week in July. Again, another set back. Now comes the last week of July and no appraisal. In fact, the appraisal was 6 DAYS LATE. I was told that my file was complete and the appraisal was all that was needed to close, but this was not the case. There was another document that the mortgage company failed to include in the original appraisal package that they had to rush to the appraiser for completion. We are now on Monday 2 days before the new closing date, August 5th. So the mortgage company gets the paperwork back the same day and now tells me that there will be no way to close on August 5th and we should aim for the end of the week August 7th. During this time, I am getting minimal communication from anyone at the mortgage company, not even from my loan officer who refused to answer my calls or emails. At this point, the seller has already charged me $500 to extend the closing date from August 5th to the 7th and anything past that would be an additional $500. As with anyone else in this situation, I am very concerned about the status of my file as each day that I do not close is more money out of my pocket to the seller, for additional accommodations, storage fees, etc. On Monday, August 10th, I put calls out to my loan officer (who shocker did not answer) and then my realtor who was able to get in contact with my loan officer who informed him that "they are working hard on the file." This was supposed to be another date to close. Now it is Tuesday, August 11th, I once again put calls out to my loan officer (no response) and realtor whose calls and emails are now also being avoided. I also call every person who has either contacted me by email or whose name I've seen in an email chain from the mortgage company and the title company for some sort of update from anyone. My realtor tells me that in all the years that he has been in the business, he has NEVER been in any situation like this where a mortgage company completely disregards all parties involved and deadlines. At this point, I am tired. Working with this mortgage company has been one of the worst experiences of my life and has taken away almost all of the joys and happiness that surrounds purchasing a home for the first time. I hope that CrossCountry mortgage reads this complaint and makes some serious changes to the way they do business and treat their customers. I would also like my file to undergo a formal review and for a formal apology to be issued by the head of the company.

In early June , I was advised I would not be able to use a recommended mortgage company as my credit score did not meet their requirements and was referred to a contact at CrossCountry Mortgage as an alternative. In late June I spoke with a representative at CrossCountry (CC) and confirmed I met their credit score requirements and discussed some of my credit history, including a bankruptcy I had on file. In addition, I had a foreclosure on a previous property which I disclosed in the submitted application. On Aug 1st, 2020 I submitted an application to CrossCountry and clearly disclosed there was a bankruptcy and foreclosure in the declarations section as is required by law. I also uploaded several bank statements, pay stubs, etc. On 8/4, I followed up with the agent who confirmed in writing that I was "comfortably approved." He indicated we had received an "approved/eligible" from the FHA automated underwriting system. It is our understanding that when a foreclosure is disclosed on an application, this information is flagged and manual underwriting is required and would have been clear to the agent. Our mortgage agent indicated some initial concerns about an overdraft on my statement from 6/20 and suggested it was not "significant" and they could "definitely increase our purchase price" and he did "... not have any areas of concern on our application". Given that we had disclosed everything on our application, we felt comfortable moving forward. We assumed he had done a thorough job reviewing our application given his glowing support and approval. We had been looking at properties for several weeks and were ready to move forward with an offer. Had CrossCountry expressed any concern about our application we would not have made an offer. On 8/4 we asked our mortgage agent if a closing date of 8/27 or 8/28 would be supported. The agent replied it would and so we submitted an offer to purchase and added a few extra days, setting a close date of 9/2. On 8/4 we received a loan summary from CrossCountry and exchanged phone calls\texts\emails for a couple days regarding the details of the loan. On 8/13 we were still negotiating the offer to purchase with the sellers and I contacted CrossCountry to see if they would be able to close by 9/2. The agent responded that would not be possible and they would need 30 days. I asked if 9/10 was acceptable and he replied that they should be able to close in that time but appraisals had been causing delays. On 8/14 I submitted a copy of the signed offer to purchase which had a financing deadline of 8/21 and a closing date of 9/2. In the email, I clearly ask the agent to "take a look and let me know what you need." On 8/14 I received a written response in email congratulating us with no mention of any concerns regarding the finance deadline. On 8/17 I followed up with the agent as I received an automated request to acknowledge the loan disclosure from the company. The agent responded and made no mention of concerns regarding the offer to purchase. On 8/19 I paid the appraisal fee after receiving an automated request from CrossCountry. At this time, there had still been no mention of a finance deadline being in jeopardy or any other indication of loan issues. There were several phone calls between the realtors, ourselves and the agent at CrossCountry regarding the appraisal. As suggested, the appraisal was going to take longer due to how busy the market was. On 8/27 we discussed a desktop appraisal as an option and the agent at CrossCountry indicated they would pursue this option. At this point, the financing deadline had passed (8/21) and our mortgage agent at CrossCountry made no mention of the issue. There were no further discussions of our credit worthineess or other documents needed by CrossCountry. On 8/28 at 8:44 AM I received an email from the Loan processor at CrossCountry who indicated we may be contacted by their Credit services and Title company. The processor further requested documentation of my bankruptcy, copies of recent paystubs, etc. There was no discussion of the disclosed foreclosure. On 8/28 @ 11:39 we received confirmation that a regular appraiser had been found but would require 2 weeks to complete. The search continued for a desktop appraisal. On 8/28 @ 4:04 we received an email (not even the courtesy of a phone call) indicating they received a copy of the foreclosure deed from the title search and would not be able approve the loan. We called the agent to discuss the response. In our discussion we were told the foreclosure wasn't listed in the public comments section of the credit report so it was not noticed until now. This is preposterous. We clearly disclosed all this information on the application and at NO POINT in our discussions did the agent bring this up. Furthermore, from discussions with other loan officers and a direct FHA representative, this is information that is generated and flagged during automated approve review process. Additionally, our agent clearly fabricated an excuse by saying they received the foreclosure deed from the title company. The title company does not research the buyer's property. Their job is to research the seller's property to ensure a clean title can be provided. Furthermore, we are currently renting and had no property to sale or research as part of this transaction. After we called the agent, we learned about the potential option to secure a mortgage with extenuating circumstances. We then attempted to pursue this option with additional documentation submitted. We worked over the weekend and generated an 8 page pdf detailing every late payment in my credit report leading up to the foreclosure. We found over 40 supporting documents and provided a very thorough extenuating circumstances application to support our case. On 8/31 @ 8:57 am, after receiving our initial denial and moving forward with the extenuating circumstances application, our agent FINALLY mentioned our earnest deposit was in potential jeopardy if we did not get the extenuating application submitted in a timely fashion. He insisted that he needed the documents ASAP in order to submit the application. On 8/31 @ 10:35 am I confirmed everything had been uploaded to the mortgage website. After several days of waiting we didn't receive any additional requests until 9/3 when we received an email from the agent requesting additional information. Despite the urgent jeopardy of our earnest deposit, and the request to get them the information ASAP, the mortgage company ignored our request for several days. We received a signatory request to release our tax transcripts from the loan processor, further showing how the company ignored the urgency of the application. On Sep 4th @ 5:23 pm we received an email from the agent apologizing for the "bad news, and the unprofessional fashion it was delivered, keeping you on ice for this long." We requested our tax file from the agent and took it to additional loan officers for review. Each officer reviewed and confirmed what we had already suspected, the CrossCountry mortgage did not perform their job correctly resulting in our loss of the earnest deposit. It is clear from the chain of events that the agent for CrossCountry mortgage made several assumptions, ignored notifications and required documents, failed to review existing documentation thoroughly and in general failed to perform the functions of their position. At no point after receiving the offer to purchase did the agent question the finance deadline. It is clear they did NOT review the conditions of the FHA approval until AFTER the deadline had passed. It's clear they ignored the disclosures and declarations in the application and again failed to complete their job functions thoroughly and accurately. It is clear that 8/28 was the first time they acknowledged the foreclosure, as evidence from their instant denial of the loan. It is clear they fabricated a lie to cover up their failures by claiming a title search identified the foreclosure. We were not selling any property and had no reason to have past property titles researched. In point of fact, this would have been immediately identified and documented by the FHA automated underwriting process on 8/4 and clearly visible to the agent on 8/4, or in any of the additional 20 days after the application was submitted. The agent's delay in recognizing the foreclosure and failure to notify us of such violates section 12 CFR 1024.38(b) of the RESPA act for documenting Reasonable Policies and procedures. If the agent had notified us in a timely fashion, we would not have signed the offer to purchase and would not have lost our earnest deposit. After receiving our loan denial, we attempted to recover our earnest deposit of $5,000 from CrossCountry mortgage. It was clear to us, and other loan processors who later reviewed our application, that they failed to perform their job adequately. The agent at CrossCountry denied our request for reimbursement, falsely stating we never disclosed the foreclosure to CrossCountry. Furthermore, the agent at CrossCountry mortgage falsely stated we had been previously denied a mortgage due to the foreclosure and implied we were not forthcoming. We have copies of the initial application with CrossCountry which clearly disclose the bankruptcy and foreclosure. In addition, our previous mortgage application with a different lender never made it to the FHA automated approval process as our credit score did not meet their requirements. We were attempting to work with the previous company to improve our credit score when they determined it would not be at the appropriate level for several months. It was this decision which drove us to apply with CrossCountry mortgage which had more lenient credit score requirements. We have spoken with the CrossCountry agent who has denied any culpability as a result of their failure to perform their job functions. We have called Senior management at CrossCountry and left messages which have not been returned. We have emailed the agent and senior management multiple times and contacted their legal team. Neither senior management nor legal has chosen to respond directly to our request to repay the loss of our earnest deposit. At this point, all we want is to settle our grievance amicably. The lack of response from CrossCountry mortgage is deafening. We would prefer to settle this issue outside the judicial system and will make all necessary efforts to recover our $5,000 earnest deposit which the seller's chose to keep after we failed to meet the finance deadline.