Consumer complaint received 2021-09-04
Company: CrossCountry Mortgage LLC
State: DE
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Good afternoon, I hope this email finds you well. I am not sure if you can assist me or direct me to someone that can help me with this situation. 

My husband and I refinanced our home on XX/XX/2021. The new mortgage company was Cross Country Mortgage. 

After settlement, I called Cross Country Mortgage and explained that we would like to get on the bi-weekly auto payment schedule. The agent said they did participate of program and emailed me the forms with directions. That email was sent to me on XX/XX/2021. To participate, you had to complete the form, pay {$150.00}, and pre-pay my mortgage by one month. 

We completed the forms, enclosed a check for {$150.00}, and enclosed a cashier 's check for one month 's mortgage of {$1700.00}. 

XXXX we received a letter from Cross Country that our mortgage was sold to XXXX XXXX  XXXX 
XX/XX/2021 I called XXXX XXXX  ( new servicer ) to ask about the same program and verify they received my mortgage payment and if they needed anything from us. 
XXXX XXXX  informed me that there was no transfer of money during the transfer process. 

Called Cross Country Mortgage and gave the representative loan number that was provided to us at settlement. They said that the mortgage number does not exist. I explained the situation and she had a representative call me. A new representative called me and she informed me that my mortgage payment should not have been mailed to the address that was listed on the bi-weekly program paperwork and that there is no money applied to our loan. 

Called XXXX XXXX  the issuing bank for the cashier 's check and Cross Country cashed the cashier 's check on XX/XX/2021. 

Talked to XXXX XXXX with the corporate office after several calls to other departments. He informs me that my cashier 's check was applied to the wrong loan which is another XXXX family in Delaware ( not my loan ). He told me to call the XXXX XXXX  department. I called the XXXX department spoke to several representatives and no one can help me. Their final recommendation was for me to call my current Mortgage company and ask them to create a work order. 

XXXX XXXX created a work order but then closed it. They said there is nothing they can do because it was applied to a different mortgage loan. 

Many calls to other representatives and asked for their supervisors. Nobody is willing to help. 

XXXX I received an email from XXXX who is the manager of the XXXX department with Cross Country asking for my payment that XXXX XXXX  is requesting the payment with the loan number that everyone tells me doesn't exist. 

I have left a message every day for the past week and nobody has returned my calls. 

I do not know where to go from here. Any assistance would be appreciated or guidance. 
Attached- is the original email about the draft program, copy of my cashier 's check, copy of the cashed cashier 's check where someone wrote the wrong lona number in the memo line, email from Cross Country , and the letter where my mortgage was sold. 
FYI- my loan is an FHA XXXX. 

Thank you

Company response to consumer: Closed with monetary relief