Consumer complaint received 2019-11-23
Company: CrossCountry Mortgage LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
There is belief that XXXX XXXX XXXX XXXX XXXX and Cross Country mortgage, LLC, were unfair, misleading and discriminatory against me in lending. 

On our about XX/XX/2019, I submitted a loan application online for a XXXX home  I was interested in. I was referred to XXXX XXXX XXXX, as I was advised this was the lender XXXX worked closely with and helped consumers with closing cost. I maintained contact with the loan officer assigned and submitted all documents requested. At the beginning of my interaction, i expressed what I was looking for and what I could afford to pay. 
During the course, not once did I see the pre-approval letter and was advised verbally and via email that the Pre-approval would be sent directly to the XXXX home  coordinate so it would be ready upon my appointment for the reservation of the home. I completed the reservation and submitted a deposit for the home. As time passed, I explained to the loan officer that I was scheduled to move out of the current home by XX/XX/2019, and I requested the loan be expedited. As the weeks passed and as I continued to submit all documents requested, i received numerous outrageous loan estimates and proposals which were unaffordable to me and to an average person. On XX/XX/2019, i received news that the loan fell apart due to a lender error as things were overlooked. ( which was admitted by loan officer ) Having discovered this, I became concerned, as I was scheduled to move out in 7 days. The loan officer panicked and noted she would continue working on the application, but as she continued working on it, the loan terms became even more outrageous and unaffordable. As a result, the XXXX Home consultant referred me to a second lender, Cross Country Mortgage, LLC. Again, I continued to cooperate and submit documents as requested. This lender became misleading and untrustworthy, as the lender lost and/or misplaced my confidential documents. The lender also delayed the process, promised it could fix errors done by last lender, spoke negatively about the last lender to convince me and get me to accept their unfair terms, provided me with outrageous loan terms that I could not afford. By placing my trust in both lenders, I went homeless and continue to be homeless. This lender requested documents which I did not have, however ; I went out of my way to obtain and paid out of pocket to obtain requested documents to find out they were not utilized accordingly, placing a financial harship on me. I was then given a conditional offer, which was contingent upon me meeting certain conditions, which I met on XX/XX/2019. A day later, I received notice that the lender could not move forward with the conditional offer as they wanted new information and requested new documents, which were never requested at the time of the conditional offer. Again, the loan fell apart at the hands of the lender. Having met all conditions, I contacted XXXX corporate and advised them of the situation. Corporate had already received word that I, the potential buyer, had delayed the entire process, changed my mind numerous times, and cancelled the loan abruptly. I expressed to the lender how I felt mistreated and how I felt as if they were not there to help me. Not once did I get a response from the lender apologizing, they simply told corporate I cancelled the loan. I then spoke to corporate sales manager who said he would look into the situation. On XX/XX/2019, I received a voice mail from the sales manager indicating he reached out to the lender and the lender agreed to produce another proposal, however, the down payment would go up and be higher then previously offered, again making the loan unaffordable to me. Due to the fact that the loan terms continued to be outrageous, I withdrew myself from the situation.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation