Consumer complaint received 2017-12-29
Company: CrossCountry Mortgage LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
NOTE : I am submitting this complaint on behalf of ; XXXX XXXX, XXXX XXXX XXXX XXXX, CA XXXX Cell # ( XXXX ) XXXX- XXXX XX/XX/XXXX, I started working with XXXX XXXX att to get my Loan Refinanced at this Company I 've listed below. 

CrossCountry Mortgage, Inc. 
XXXX XXXX XXXX, XXXX, OH XXXX NMLSXXXX | XXXX Toll-Free : XXXX Office : XXXX Fax : XXXX XX/XX/XXXX I started  working with Cross Country Mortgage 's Representative by the name of XXXX XXXX . We were both in constant contact for several months. There were a few issues that arose during this process. One was that I had to make an Amendment to my Taxes for the past two ( 2 ) years. XXXX told me I had to show him my XXXX. This was the condition required in order to 'Approve ' my Refinance Loan.They wanted to see proof of my Equity I had built up in my XXXX Plan. 
I was sent several Loan Agreements and Stipulations to SIGN, and I did sign them and returned them all to XXXX XXXX in a timely manner. XXXX told me my Loan was indeed being Processed now. During our conversations, XXXX advised me that 'if I paid my debts down ', I would benefit because my Credit Scores would go up. In turn my interest rates would be much better, thus saving me lots of money in the long run. I immediately started to use some of my money I had saved up for my XXXX and paid off my debts as XXXX XXXX had suggested. 
Occasionally I would call and check in to get a Status of my Loan because I had not gotten any responses at all from anyone at Cross Country Mortgage. 
More time goes by, in fact, it 's been months that went by and still no documents regarding my Refinance Loan. I was under the impression that I had compiled 100 % with Cross Country Mortgage 's Protocol and all their requirements were all met several months ago. I was told that my Loan was indeed going to happen. All MY efforts in getting everything that was needed in a timely manner while working two jobs and taking care of my family now seemed like a slap in the face to me. So now, I am upset because of the lack of feedback and following through in regards to my new refi-loan which seemed to be pending. Perhaps it was at the Underwriters or surely on their way to me to formally finalize the process and the existing loan I had was already taken care of. 

After doing all the exhausting running around I had to do. I 'm a mother of XXXX and my husband is XXXX 100 %, I have two jobs, so it was extremely tough for me to do all that running around. I made time and put efforts into being a team player with XXXX to accomplish the objective. 
I 'm furious. getting everything they requested, I now find out they dropped the ball. We are talking from XXXX all the way to XXXX. 

I used some of my XXXX money to pay down my debts as I had to pay for the first appraisal of my Property, so I 'm out this money, {$450.00} once AGAIN. Now seven months later I had to start the loan process all over again and get a second ( 2 ) Appraisal on my home at my expense?? I 'm not the one who failed here, they dropped the ball. 
My car was broken into and they took all my documentation I had along with my purse and wallet that contained my identity, XXXX, and Credit Cards as well. 
The thief who broke into my car used one of my Credit Cards and maxed it out for {$400.00} limit it had on it. In order to resolve this mess, I had to have a written Police report regarding the events that took place. I contacted the Credit data collecting companies. I have to wait another 60 days to have removed from my Credit Data Records on XXXX, XXXX, and the XXXX. 

In XXXX, XXXX XXXX tells me that they did n't Process my loan at all. What?? He lied to me all these months or he was as oblivious as I was about my Loan Status and additional information. 

On XX/XX/XXXX, I got an email from XXXX XXXX telling me that he was XXXX XXXX 's direct manager. He said he recalls working on my loan a few months back and that he will check status on it and get back to me. It was on this day that I found out XXXX XXXX is no longer employed by Cross Country Mortgage. 
After talking with XXXX the last time, it was pretty much a done deal. 
I was finally happy knowing that finally my loan was re-entered and I had qualified as of this last day XXXX and I spoke. 

On XX/XX/XXXX, I was told that I did not qualify for the loan. Now, we are talking 8 months here. It 's almost a year. 
I am somewhat skeptical about the process that took place at XXXX. 
I want to know the reasons why I was denied? 
The reason I say THIS is because I ALREADY have " signed '' documents that show the entire scope of my Loan, even the payments amounts per month, interest rates and stipulations which I had signed and agreed to ALREADY. 
What were the factors or issues in my data collected and contain?. 
I was treated with little regards to the many obstacles I had to go through to give them what was needed. Right now, I 'm not enjoying this ugly feeling misery brings of failing that XXXX gave me by now telling me I was denied when I already signed approval doc.s. 
I wish THEY would appeal their decision. Perhaps these factors of my denial ( if indeed they exist ) may stack up in my favor. I was approved once before. What changed?? hahaha. 
I honestly would like my loan audited CFPB can help me with here. 
I wish XXXX would step up to the plate and approve me. I am an asset, not a liability. 

Thank You, XXXX XXXX

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