Consumer complaint received 2023-12-17
Company: CrossCountry Mortgage LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
Subject : Cross Country Mortgage - Continued Concerns Dear Cross Country Mortgage, I hope this letter finds you well. I am writing in response to your recent communication, where you acknowledged and apologized for the incident involving my forbearance application and my denial for restitution, a claim I'm making due to your error in processing my application. This error is having a negative impact on my credit score and financial stability. 

This incident is part of a larger pattern, which I have been attempting to convey through a series of cases that have been logged with your company, including cases XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX. My hope was that by bringing these issues to your attention, you could initiate an evaluation and investigation aimed at rectifying the persistent problems I've encountered. 

While I appreciate your promptness in addressing this specific matter, denied any wrong doings and profusely apologies for all the harm to my credit stability, it has once again underscored the systemic problems within Cross Country Mortgage that have been the source of my ongoing frustration. 

In your previous letter, you expressed your commitment to the security of borrowers ' information and the high standards of service that you aim to provide. While this is indeed commendable, the reality of my experiences with Cross Country Mortgage has consistently fallen short of these assurances. It appears that the issues I have raised are not isolated incidents but are indicative of larger communication and operational deficiencies within your organization. 

I genuinely believe that your intentions to provide excellent service are sincere. However, there seems to be a significant gap between these intentions and the reality experienced by customers. The lack of proper communication between departments and the recurring errors in handling borrowers ' accounts raise concerns about the overall efficiency and reliability of Cross-Country Mortgage 's systems. 

While you assure that sending correspondence was an isolated incident, once again I received correspondence intended for another customer. ( see attached ) I want to reiterate that my objective in highlighting these issues is not to be adversarial but rather to prompt positive change and improvement. I have been adversely affected by these systemic problems. 

I seek restitution for the unfair amount of time in spent rectifying all the wrong doings of my forbearance application. All you have done are unsustainable and poor explanations that does not correlate with the real story. I need resolution, transparency, and the reassurance that my mortgage servicing is in competent and trustworthy hands. 

I appreciate your continued attention to these matters. I remain hopeful that we can move beyond apologies and initiate concrete actions to address and rectify the systemic problems that have been affecting Cross Country Mortgage customers. 

Thank you for your understanding, and I look forward to your response and a productive resolution. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation