Consumer complaint received 2022-09-06
Company: CrossCountry Mortgage LLC
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I am sending this communication to escalate the matter below as it has not been resolved within the 30-day period of which I was initially advised. I am contacting you in hopes that you can see to it that my account is updated, and this matter resolved and closed. 
Due to COVID-19, I entered a COVID forbearance back in XXXX of XXXX. My forbearance was active through XX/XX/XXXX, a total of 18 months. My mortgage payments were scheduled to resume on XX/XX/XXXX. 
Prior to entering the forbearance, I discussed the options that would be available to me after my forbearance ended to manage the mortgage payments that were delayed. I was advised that I would be eligible for a total deferment that would move all unpaid mortgage payments to the back of my loan. I advised at that time that I would be taking advantage of this option. 
I spoke with CrossCountry Mortgage loss mitigation department every 3 months to extend my forbearance out as directed. Every conversation that commenced, I confirmed the deferment option would be available to me at the end of the forbearance. 
On XX/XX/XXXX I called into the loss mitigation department to advise them that I would be resuming my mortgage payments. I was advised that processing would take 30 days, then I would be removed from loss mitigation, and the 18 months of mortgage payments would be deferred and placed on the back end of my mortgage loan. 
On XX/XX/XXXX I received a letter from the loss mitigation department advising that I had been approved for the deferral program I had requested just the day before. However, on XX/XX/XXXX I received a call from the collections department at CrossCountry Mortgage advising that my account had been removed from the loss mitigation department and the 18 months of mortgage payments was now due in full. As you can imagine, I was distraught. I thoroughly explained the situation to the collections agent. Although the collections agent saw all the notes in the system surrounding my deferral approval, she insisted on submitting a request to reopen my forbearance which involved her sending me another forbearance application. I advised that was not what I wanted or needed ; however, she sent it anyway. This caused some serious confusion on my account. Documents were now being requested to reinstate my forbearance although I was paying my mortgage payments and supposed to be in deferral status. 
I spoke with the loss mitigation department that following Monday, XX/XX/XXXX, who advised that there was a processing error on my file, and they would submit to have it corrected and my deferral process completed. Since this date, I have been told the same thing repeatedly. I have received 2 more Deferral Approval letters on XX/XX/XXXX and XX/XX/XXXX. I have consistently called the loss mitigation department at least two times weekly. I was advised that another error had been made on my deferral. The incorrect one had been submitted ; a loan modification that did not resolve the entire balance owed so they submitted to have that corrected. 
Additionally, my mortgage payments have been being applied incorrectly. As my payments were scheduled to resume in XX/XX/XXXX, I have made my payments early or on time. My payments have been held in suspense and not applied to my XXXX, XXXX, and XXXX mortgage statements. I was advised this would also be corrected. 
For a process that was supposed to take only 30 days, we are coming up on 4 months. I need this matter escalated and resolved ASAP. I have been more than patient with this process. The ball keeps getting dropped. I have done all that I am required to do. Please do whatever is necessary to expedite this matter. I have attached a copy of the last Deferment Approval Agreement that I received on XX/XX/XXXX for your reference.

Company response to consumer: Closed with explanation