Consumer complaint received 2022-05-31
Company: CrossCountry Mortgage LLC
State: IL
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I purchased my home XX/XX/XXXX using a XXXX loan through Cross Country Mortgage LLC. I was receiving XXXX XXXX XXXX at the time and in my home state XXXX % do not pay property taxes. I was aware I would have to pay them for the first 12 months. I was awarded XXXX XXXX XXXXXXXX 10 months after purchase. I called my mortgage company and explained the update on XXXX and asked what are the steps need to have property tax removed from payments. In mid XXXX I received a bill stating that my mortgage would be going up in XXXX from {$1500.00} to {$1600.00} due to escrow shortage for projected taxes. I went to my county assessment office and retained tax bills and homestead exemption forms signed and stamped. I emailed them to the email XXXX which was the email given by customer service to send all documents in to have escrow and payments adjusted. I sent these emails monthly starting in XX/XX/XXXX up until XX/XX/XXXX just to make sure they were the correct documents and I was told by customer service my escrow and payments would be adjusted come XX/XX/XXXX. I called the company on the XXXX and was told I would have to wait until the new tax bill comes out to have anything adjusted and the new bill from the county wasn't available until XX/XX/XXXX. During the XXXX timeframe I had been emailing and calling weekly to get some update or to even start a claim, nothing happened. XX/XX/XXXX I send another email to the provided email address and called later in the week was told they received all documents and escrow account would be adjusted in 10 business days. I called after the waiting period and was told no claim was ever submitted. customer service stated they were putting in a claim now and it would take another 10 business days. XX/XX/XXXX comes and I call again and was told my escrow account analysis is being ran and would be complete in 5 days. I wait and call back following week to see if it had been complete nothing has been completed customer service rep stated there was a day delay in escrow department. I asked to speak to a manager or supervisor, Supervisor XXXX from the company stated that the customer service rep gave me the wrong information and due to me waiting to have my mortgage adjusted I did not pay XXXX mortgage by the XXXX, she would waive the late fee and credit reporting. I asked when everything was to be completed she stated she put in a claim for mortgage adjusted and sees that my taxes were adjusted and paid out correctly but not my mortgage payments. She also stated my mortgage payments would be roughly {$1200.00} once the analysis was completed and that I would not see any update until XX/XX/XXXX and to call back around that time. During this entire process I was also texting and calling my lender at Cross Country Mortgage LLC XXXX XXXX and he only replied once and that was to email tax documents to his workers XXXX which I did. I texted and called and no replies afterwards or updates. I tried reaching my relator due to her working closely with him to see if she would be able to have him contact me or has some direction to assist me. I got a call from the relator on XX/XX/XXXX to see if she was able to assist with anything and she stated XXXX had lied to her directly stating that I never reached out to him so she reached out to help me with or at least try to go with another company. I spoke with someone she recommend from XXXX XXXX and was advised to file a complaint seeing as though I've tried to communicated with the company directly via phone and email.

Company response to consumer: Closed with explanation