Consumer complaint received 2023-05-26
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: CrossCountry Mortgage LLC (FL)

XX/XX/2023 Cross Country Loss Mitigation Department Please refer to the complaint numbers XXXX and XXXX and XXXX submitted to CFPB. 

Subject : Concerns Regarding Inconsistent Communication Resulting in Adverse Credit History and Personal Financial Impact Dear Cross Country, I hope this letter finds you well. I am writing in response to your recent correspondence dated XX/XX/2023. 

While I appreciate the apologies extended, I must express my deep concern over the continued receipt of conflicting communication from your end. I recently received two separate correspondences from your organization. The first, dated XX/XX/XXXX, reiterated the approval of a Deferral Agreement, which provided a sense of relief. ( See attached ) However, on the very same day, I received another communication from you, also dated XX/XX/XXXX, but this time it was an attempt to collect a debt notice. It stated, in this communication, that my loss mitigation package was incomplete, requiring additional documentation pertaining to income, bank statements, and social security information ( see attached ). This inconsistency in communication is disconcerting and also disrupts our family 's peace of mind. 
It is evident that your system inadequacies and mishandling of my case have had a detrimental impact on my credit history and financial stability. As a direct result of your inconsistent loss mitigation practices and the confusion caused by your system errors, two of my credit accounts have suffered among other detrimental consequences which I can easily document. 

My business line of credit experienced a reduction in its credit limit, while another account had to be closed due to the mortgage delinquencies caused by this unfortunate situation. I have attached the relevant exhibits for your reference. 

Despite your apologies, the actions taken by Cross Country continue to be inconsistent and deeply troubling for my financial stability and peace of mind. 

Additionally, the unnecessary and confusing process surrounding the loss mitigation package has consumed over 75 hours of my time. This is a significant burden that should have been avoided had Cross Country and XXXX appropriately managed and handled my request for forbearance due to the hardship caused by XXXX XXXX in XXXX Florida. 

I kindly request that you thoroughly investigate these inconsistencies in communication and take immediate steps to rectify the situation. It is crucial to my financial well-being and peace of mind that your systems accurately reflect my approved Deferral Agreement and cease any further unnecessary debt collection notices. 

I expect a prompt resolution to these issues and a comprehensive response addressing the actions taken to rectify the situation. I am confident that with the right measures and due diligence, we can resolve this matter in a manner that is fair and satisfactory for both parties involved. 

Thank you for your attention to this matter. I look forward to receiving your response. Should you require any further information or clarification, please do not hesitate to contact me as soon as possible. 

Yours sincerely, XXXX XXXX XXXX XXXX : XXXX