Consumer complaint received 2022-10-07
Company: CrossCountry Mortgage LLC
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I purchased my home and closed XX/XX/XXXX. This date happened after missing 2-closing dates, risking the loss of the property we won at auction. The ongoing incompetence of the loan officers, losing documents over and over, mixed with the tones of discrimination, as they wanted proof I was an American, due to my married last name XXXX. My maiden name is XXXX. These loan officers are with Cross Mortgage located XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, IL XXXX the senior loan partner XXXX XXXX was brought into the process when her direct report XXXX XXXX, was out of his area of expertise to put our loan package together. XXXX made the statement I would need to prove my identity. At one point after a conference call they thought myself and my agent had disconnected from the conference call, they began back office chatter, when XXXX XXXX made the statement I knew this was going to be a mess from the moment the file landed on my desk, she will never be approved. This was said to her direct report XXXX. Why did they lose documents over and over, causing us to miss our closing dates 2-times? This experience had discrimination all over it from my experience. The head of the organization stepped in during the last hour of the weekend and put another loan officer to complete the documents to get to closing by Monday at XXXX. Both XXXX & her direct report XXXX were removed from the process. The loan closed on XX/XX/XXXX. We provided the down payment along with the escrow funds to purchase the home. Cash to close {$760000.00}, while closing costs were {$16000.00}. We were told taxes for escrow were {$3500.00}. We were told to purchase homeowners insurance for the entire year, which was purchased for {$1400.00}. Original cash to close was {$97000.00}, subtracting all the fees, leaving {$76000.00} owed. They left an XXXX XXXX dollar amount of {$2300.00}, that was not accurate and was not proven this was owed by XXXX XXXX. XXXX did not confirm this amount and they did not remove this amount, there were no adjustments. There is a line item of {$1700.00} ( for items unpaid by the seller ) which I do not understand. I dont understand any of the line items on this document. Fast forward to XXXX, XXXX, someone began to report an additional {$5000.00} to my credit report adding this to my mortgage. After making several phone calls, tax authority, to the loan servicer called XXXXXXXX XXXX no one could provide me the answers I was looking for. I have never heard of the escrow funds being reported and added to the mortgage balance. Meanwhile, my escrow payments are in my monthly payments, building the escrow account, for my taxes which are not due until XXXX for XXXX taxes. To date, no one is giving me any answers to this situation. This has developed since checking my credit reports, which are showing inaccurate information and continues to. XXXX XXXX, I paid off my home loan. It continues to show the loan transferred and it is reporting 2-different loans, both inaccurate information. All of this is negatively impacting my credit score, while this is increasing my debt unnecessarily. I can't refinance this home to continue rehabbing a home, that had no working heat, broken plumbing etc... These issues are causing my unnecessary pain and suffering, while nothing is reporting correctly.

Company response to consumer: Closed with explanation