Consumer complaint received 2022-10-06
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: CrossCountry Mortgage LLC (CT)

XXXX  : Cross Country Mortgage migrated to a new website around XX/XX/XXXX and I haven't been able to log in to service my mortgage since then due to login errors. I am TWELVE calls deeps with their helpdesk ( 4+ hours on the phone ), 4 letters and many emails in with no end in sight. I've had to argue about waving the {$10.00} to pay over the phone fee as a stop gap solution twice now. Supervisors that I've escalated to refuse to escalate this further to a service desk lead/manager/director. I went as far as creating a XXXX diagram of the new website user flow with step-by-step screenshots detailing the errors, the login loops, and even found a boiler template email with typos and placeholder text. I should have filed a CFPB complaint sooner, but better late than never. 

For documentation, below I have provided a timeline of interactions with Cross Country Mortgage. These references can be matched up to the uploaded email correspondences, Call Log screenshots, and physical letters. Additionally, I've included the PDF Visio diagram of the website user flow issues and the step-by-step screenshotted instructions which go into even more detail than notes below. 

XXXX. XX/XX/XXXX - Email - Receive automated " Unknown account error '' email from my failed attempts to login. First tangible record I have of my login issues. 
XXXX. XX/XX/XXXX - Call Log ( # XXXX ) - I call into support XXXX as instructed by the error message. Support states that they are aware of issues with the new website and tell me to try again next week. 
XXXX. XX/XX/XXXX - Email - I emailed my mortgage advisor to see if he knew what was going on. He's a good guy and I don't want to involve him in the CFPB complaint. I'm including it because its a good point of reference as I wrote down what support told me over the phone from the previous week. 
XXXX. XX/XX/XXXX - Email - Re-registered my account after support deleted it for troubleshooting. Received a series of four automated registration emails. Also reset my password, even though I use a password manager and know the password is correct. 
XXXX. XX/XX/XXXX - Call Log ( # 2 & # 3 ) - I called into support for troubleshooting. They delete my account and tell me to wait 24-72 hours and try again ( the exact number changes each call, but usually within that range ). Rep also transfer me to the wrong department and I had to call in again. 
XXXX. XX/XX/XXXX - Call Log ( # 4 ), Email & Letter ( # 1 ) - I attempt to re-register and receive another registration email, still unable to log in due to errors. I receive a physical letter in the mail from the Research Department stating they've received my inquiry. 
XXXX. XX/XX/XXXX - Email - I reply to the email on XX/XX/XXXX from the XXXX I ( redacted ) asking for an update. I do not receive a response here. ( in later communications she states she can not receive responses from this mailbox ) XXXX. XX/XX/XXXX - Email & Letter ( # 2 ) - I attempt to follow up on my XX/XX/XXXX email with support. ( I am still not aware that the XXXX does not receive these ). I also receive another letter ( # 2 ) from the Research Department stating they've received my inquiry. 
XXXX. XX/XX/XXXX - Call Log ( # 5 ) - I call into support for troubleshooting. I can't recall the details on this one but XXXX has the call logs. Either way it ends with me waiting another 24-72 hours. 
XXXX. XX/XX/XXXX - Email & Letter ( # 3 ) - I receive my first email communication from the " Research department '' regarding my phone inquiries on XX/XX/XXXX and XX/XX/XXXX. Please note these were not my first inquiries into this issue, just the first ones the Research Department acknowledged in writing. My first call into support was XX/XX/XXXX. The Research Department email suggests skipping the first website login and going directly to the second to login. I test this, but I've already tried that step with support and it does not fix the issue. I reply to this email stating such and including screenshots. I also attach my previous email communications with XXXX I ( redacted ). I don't notice it at this time but they have slightly different email addresses. One is customer service spelled out the other is custserv proxy. The proxy one as I find out later does accept responses back. This day I also receive a letter ( # 3 ) from the Research Department stating they have received my inquiry. 
XXXX. XX/XX/XXXX - Call Log ( # 6 & # 7 ) - A couple calls this day because my mortgage due date is approaching and I need to pay over the phone and have to request they waive the {$10.00} fee. They do agree to this after asking for an escalation. 
XXXX. XXXX Call Log ( # 8 ) - Same as before, starting forget which call is which at this point. This could have been the payment call or a troubleshooting call. Either way no progress. 
XXXX. XX/XX/XXXX - Email - Phone payment posted XX/XX/XXXX and receive email confirmation XXXX. XX/XX/XXXX - Email - Research Department send an email with the same advice as the last email worded differently. Obviously it doesn't work. I explain the issue in detail and that this is my 8th call into support and already asked the issue be escalated 3 times. I also note it's been 30 days since I reported the issue and will be filing a complaint with the CFPB. 
XXXX. XX/XX/XXXX - Letter ( # XXXX ) - I receive a letter from the Research Department stating they've received my inquiry. 
XXXX. XX/XX/XXXX - Call Log ( # XXXX ) - Call into support, they say they will delete my again a different way this time. Same spiel as before. I go along with it. 
XXXX. XX/XX/XXXX - Email - I re-register and receive the same 4 registration/welcome emails. Still can't access the servicing portal. 
XXXX. XX/XX/XXXX - Call Log ( # XXXX ) & Email - Call into support. Support asks me to reset my password. I do. Doesn't fix the issue. Password reset email received. Support also puts in ticket to delete account again. 
XXXX. XX/XX/XXXX - Email - Re-register attempt and registration emails received. Same issue 20. XX/XX/XXXX - Call Log ( # 11 ) & Email - Research Department finally emails regarding my XX/XX/XXXX communication about having 30 days to respond to inquiries. They claim my issues been resolved on XX/XX/XXXX, because they saw my account re-register. Clearly no one is taking case notes or ownership of the issue or they'd see the account registration is not the root problem. I call support at this point because I need to pay my mortgage over the phone. Turns into a 1.5 hour call with some troubleshooting. I had to argue with the representative about waving the {$10.00} pay by phone fee. I provide them with step by step screenshots of the issue ( as I have before ) via email. I also reply to the Research Department correcting them via email about when the issue was first reported XX/XX/XXXX and it being my 13th call into support with all the screenshotted steps again. I have not received any communications from the research department since sending this email. 
XXXX. XX/XX/XXXX - Email - account was deleted again. Re-register and issue persists, this time I screenshotted every step through the registration process writing down the steps as I went. At this point I'm frustrated and make XXXX diagram of end user website flow with step-by-step screenshots. It's very detailed and I probably spent a good 8 hours creating this diagram. Through this process I can now see login loops and discover a new error message as well as typo 's and boiler template text in some of their automated emails. Clearly this is not a fully baked website and has missed some QA. 
XX/XX/XXXX - Call Log ( # XXXX ) & Email - Armed with my XXXX diagram and screenshotted steps, I call up support and go through the motions. I get one of the reps I've spoken to three times before, ( redacted ) XXXX I. She is very kind, but I ask that she escalate to a supervisor rather than walk through the steps I already tried. I speak to the supervisor and share my diagram and steps via email. The supervisor acknowledges receipt and has me perform a few basic steps, nothing new. Then says she is logging a support ticket and to try logging in again in 24hr. This time I ask for the ticket number. I have not been asking for that previously, but they have also not been sharing it voluntarily ( redacted ). I also ask that this be escalated further as the resolution they have provided today is not acceptable for the 12th call into support. The supervisor refuses to escalate to anyone above them, no managers/service desk lead/director, only to other supervisors which as I've done in the past and doesn't get me anywhere. The rep did agree that someone higher up would reach out to me tomorrow and took my phone number but did not divulge a name or title. Today I have also logged the complaint with the CFPB something I should have done a month ago.