Consumer complaint received 2022-11-15
Company: CrossCountry Mortgage LLC
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX I have had difficulty with communication and resolution for the past several months with Cross Country Mortgage. Back in XXXX of XXXX, my family and I experience financial hardship due to a XXXX emergency that I had. I applied originally for loss mitigation back in XXXX of XXXX. My application was approved on XX/XX/XXXX. I reached out on XX/XX/XXXX inquiring of next steps as I did not receive what the approved meant. I was informed after that time that a XXXX letter was sent to my home for review and signature, I never received the letter. From this point I will outline below the call dates and communication I received : XX/XX/XXXX Cross Country Mortgage representative stated I had to pay XXXX, XXXX, and XXXX over {$4200.00} per month. I questioned why I did not receive information and she was not able to explain. Stated would reach out to supervisor. 
XX/XX/XXXX I called again ; Cross Country Mortgage representative answered- call failed Called back and Cross Country Mortgage representative investigated the file and provided same detail as above, I advised the representative that I could not afford that amount each month, that I was able to make my monthly payments. Cross Country Mortgage representative was extremely helpful and stated he would speak with his manager in the collections department and work with loss mitigation team. He stated he saw my account was placed in Forbearance until XXXX, but system was still showing past due payments. Stated he was not sure what was happening but would ask the supervisor to reach out to me. 

XX/XX/XXXX I called again, as I was not called by the supervisor. Spoke with Cross Country Mortgage representative she asked for me to call in a few days to be able to connect with the loss mitigation specialist. Stated needed supervisor to weigh in as next steps. 

XX/XX/XXXX Called again, spoke with Cross Country Mortgage representative, stated will escalate to specialist again via email to reach to be. At this point I began making regular payment. Was informed the account was under review and continue making regular payments while they investigate this. 

XX/XX/XXXX Called again spoke with Cross Country Mortgage representative, stated will again escalate concern to supervisor for review. Stated no changes in account at this time. To wait for supervisor to reach out to me regarding next steps Gap in dates is I expected I would receive a call as advised but also the account needing review. My notes on calls between XXXX and XXXX are unfortunately lost. 
XX/XX/XXXX Called again for update spoke with Cross Country Mortgage representative - at this point I have not heard form any supervisor and was concerned as I noticed my credit report showed late payments since XXXX. Representative stated to be able to do short term deferment until this is resolved. Stated will place this in deferent and spoke with supervisor on this initials were XXXX. to be able to pay the remaining balance over an XXXX period, advised to call back in a few days for follow up. 
XX/XX/XXXX Cross Country Mortgage representative stated email was sent on Tuesday to loss mid team for review as advised previously but no updates as of yet. Advised to call back. Questioned why my credit was reported negatively, stated to reach out to the research department. Advised to provide them a written request as in why I feel my account is in correctly submitted as late. 
XX/XX/XXXX Called for update again- XXXX XXXX placed on hold for XXXX min, call was disconnected. 
Called back spoke with Cross Country Mortgage representative - stated no sure why I have not been contacted by a supervisor and the payments I am making today are going to a suspense account. Transferred me to Cross Country Mortgage representative in collections she stated I should have been sent to loss mitigation team. 
Cross Country Mortgage representative answers, stated no update at this time. Asked me to call back after Friday for an updated. Stated I may be able to get a 6 month extension repayment and advised to ask for deferment. Stated to reapply to loss mitigation again and start process over again. 

XXXX XXXX Called again was advised by Cross Country Mortgage representative to resubmit for Loss Mitigation as file is now to old. Resubmitted all documents XX/XX/XXXX via portal as outlined in the instructions. Followed up after a few days on XX/XX/XXXX was Cross Country Mortgage representative to resubmit files with most current data but via email. I resubmitted again on XX/XX/XXXX. 
Called on XX/XX/XXXX to find out status of files submitted for loss mitigation, stated processor did not review file, was advised to call back in a few days. Called again on XX/XX/XXXX Cross Country Mortgage representative stated file still not reviewed and would escalate to supervisor. Also stated at this time it should have XXXX reviewed. Stated to call back in a few days for follow. Called on XX/XX/XXXX no status update, placed work order for negative credit reporting. Cross Country Mortgage representative stated will escalate file to processor supervisor, again advised to call back for update. 

XX/XX/XXXX Cross Country Mortgage representative states no update, but sees 6 emails were sent for escalation, and none were addressed. Will send again to processor and not able to do anything other than escalate. Finally called on XX/XX/XXXX and no update available per Cross Country Mortgage representative. I asked for escalation and was advised a complaint will be placed. 

After several attempts to obtain direction and support for loss mitigation, Cross Country Mortgage failed to provide fair and responsive contribution to a consumers requests. This has been occurring since end of XXXX and I have called numerous times to resolve with no avail. There is no accountability on this company. They have reported me to the credit bureau as late payments every month this year, even though payments were made. This is an unjust culture

Company response to consumer: Closed with explanation