Consumer complaint received 2022-08-08
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: CrossCountry Mortgage LLC (CA)

To Whom it may concern, My wife and I are filing a complaint against two mortgage lending companies ( Cross Country Mortgage CCM and XXXX XXXX XXXX XXXX  XXXX ) for negligence and non-responsiveness to our inquiries during the loan process for our new home and our request for loan payoff. CCMs refusal to provide guidance and support to allow us to fully pay off our loan as early as XX/XX/XXXX is the crux of this complaint. This has amounted to us being charged an additional amount of one months worth of interest to the final payoff amount for our home. 
I am attaching documentation to support our complaint. 
Listed herein, is the timeline that will illustrate the steps taken by my wife and I unsuccessfully trying to engage both mortgage lending companies during this period. 
XXXX : XX/XX/XXXX Our newly purchased home in XXXXXXXX XXXX closes ; we paid approximately {$420000.00} as a down payment and had a XXXX, fixed rate loan of {>= $1,000,000}, with first monthly mortgage payment due XX/XX/XXXX to CCM. 
XX/XX/XXXX CCM mailed a Notice of Assignment, Sale, or Transfer of Servicing Rights ( Exhibit XXXX ) communicating that effective XX/XX/XXXX the loan would be transferred to XXXX ; as the Present Servicer, CCM mentioned that if you have any questions relating to the transfer of servicing from us, please call the CCM Loan Servicing Department toll free number listed Additionally listed in this Notice was a sentence that said, any payments due prior to XX/XX/XXXX, should be mailed to CCM. 
XX/XX/XXXX I made the first of three phone calls to CCM to ask to speak with a CCM Loan Servicing resource to understand what the protocol was to pay off the loan of {>= $1,000,000} in full once we sold our existing home in XXXX XXXXXXXX XXXX. I was transferred to a call center ( I believe it was XXXX ) and asked for CCM to return my phone call. Neither this call, nor the subsequent phone calls to CCM were returned to me during the next 2-3 weeks. My intent was to pay the loan of {>= $1,000,000} immediately, so as not to accrue any interest in arrears. 
XX/XX/XXXX I placed a call with XXXX XXXX at XXXX, since they were listed as the receiver of the loan, effective XX/XX/XXXX and asked about their process for paying off my loan. I spoke with a XXXX XXXX resource at XXXX and was told that XXXX could not provide me with any information since they were not in official receipt of our loan until XX/XX/XXXX. 
XX/XX/XXXX or XXXX I asked our CCM loan mortgage brokers ( XXXX XXXX and XXXX XXXX ) to help us engage the CCM Loan Servicing Department and sometime over the next few weeks, they were not able to receive a return call from the CCM Loan Servicing Department. 
XX/XX/XXXX Our home in XXXX XXXXXXXX XXXX  officially was sold, and we received a wire transfer of {>= $1,000,000} into our XXXX checking account. This amount was more than sufficient to pay off the {>= $1,000,000} loan on the XXXXXXXX XXXX home. 
XX/XX/XXXX I contacted XXXX XXXX and asked her again to request the protocol within CCM to receive a loan payout quote since CCM was still our loan servicer and I had not received any communication or further correspondence from CCM Loan Servicing Department. 
XX/XX/XXXX XXXX XXXX sent an internal email ( Exhibit 2 ) to XXXX XXXX ( EXXXX XXXX CCM ) and XXXX XXXX ( Loan Servicing CCM ) asking them a question about getting a loan payout quote, Is there anyone at CCM they can talk to? Apparently, they arent getting a call back from the servicing dept at CCM. I have to get back to them today with some help or explanations. 

XX/XX/XXXX XXXX XXXX responds to email ( Exhibit XXXX ), Hey XXXX - sorry to hear this ... Loan Servicing can you please see below and reach out to XXXX asap? Attached is the loan being referenced. I received no response from the XXXX XXXX XXXX XXXXpartment. 
XX/XX/XXXX I received a letter from XXXX ( Exhibit 4 ), welcoming me to XXXX. Effective XX/XX/XXXX, the servicing of my account will be transferred from CCM to XXXX. Noted within the document is, prior to the transfer of your account you will receive an official notice from CCM advising you of the transfer as well as an official notice from XXXX. Thus, CCM was still holding the loan through XX/XX/XXXX. 
XX/XX/XXXX I start to call XXXX to ask if they have engaged with CCM about our loan payoff and was told by XXXX that she cant help me until XX/XX/XXXX. 
Week of XX/XX/XXXX I called XXXX and speak with XXXX, XXXX and asked the same question ; Id like to payoff my loan and not accrue the interest and was told to submit a payoff quote on XX/XX/XXXX. 
XX/XX/XXXX I submitted the payoff quote for {>= $1,000,000} to XXXX. 
XX/XX/XXXX I received the payoff quote ( Exhibit 5 ) for {>= $1,000,000} plus {$6600.00} in interest in arrears for XXXX. This is exactly what I was hoping to avoid but had no recourse with either company not returning my calls and in CCMs case, their management made no attempt to answer my requests even though CCM still held our loan. 
XX/XX/XXXX I spoke with XXXX ( no last names are given ) Supervisor at XXXX about the added interest. She escalated my request regarding the interest to her investor. 
XX/XX/XXXX I emailed ( Exhibit 6 ) with XXXX XXXX ( XXXX XXXX CCM ) about the lack of response from CCM that is now impacting me with my loan payoff. He asked me how I got ahold of him and that he would forward my request to the CCM Loan Servicing Department. 
XX/XX/XXXX XXXX XXXX sent me an email ( Exhibit 7 ) stating, Im sorry youre having trouble with this. I just copied you on another email where I have tried escalating this once again to the CCM loan serving department. This is another example of CCM Loan Servicing being non-responsive to my plight. 
XX/XX/XXXX I spoke with XXXX and XXXX ( XXXX XXXX ) for status of the escalation from XX/XX/XXXX, her comment was, we have to meet with our investor in order to provide a response and it could be 3-5 days or 30 days. 
XX/XX/XXXX I received an email from CCM Loan Servicing Department ( Exhibit 8 ) stating, After reviewing this loan, the loan sold to the new investor XX/XX/22. The XX/XX/22 letter provided to the borrower advised the loan transferred to the new servicer XXXX XXXX XXXX XXXX ( XXXX ), including the contact information. When CCM received the email request attached from XXXX XXXX we forwarded to the new servicer ( XXXX  ) since CCM did not service the loan at that point and could not pull a payoff. CCM was trying to absolve themselves from responsibility yet did nothing to respond to my request beginning XX/XX/XXXX and never attempted to put me in contact with XXXX to correct this matter. 
XX/XX/XXXX We wire transferred from our XXXXXXXX XXXX to XXXX the amount of {>= $1,000,000}. I spoke with XXXX ( XXXX XXXX ) to confirm full payment and zero balance on the loan.