Consumer complaint received 2024-04-29
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: CrossCountry Mortgage LLC (WA)

I first contacted Cross Country Mortgage about what the process is to sell our home with a XXXX XXXX XXXX on Tuesday, XX/XX/year>. We listed our house for sale the week prior, XX/XX/year> and had several buyers who were interested in assuming our XXXX Loan by substituting their own XXXX XXXX. We have a XXXX XXXX XXXX XXXX XXXXe property currently, using my husband 's entitlement. Customer Service online gave me an email address, XXXX, and told me I needed to send them an email requesting a loan review. I sent them an email requesting just that on Tuesday, XX/XX/year> at XXXX XXXX. I never received anything back from them. On Friday, XX/XX/year> at XXXXXXXX XXXX I sent them a follow up email to that same email address, asking for an update and to see if they needed anything from me. I received XXXX response. 

At the same time, I had also been calling Cross Country Mortgage Customer Service, requesting what the XXXX Loan Assumption Process looked like. I was told that the Assumptions Department is not a customer facing department and that I could not speak to anyone directly in there. I was told I could not request the packet in advance from them to provide to potential buyers, I could only request the packet once we had a signed contract and that I needed the buyers ' names, address and email addresses because they would email the packet to them and to us. 

On Monday, XX/XX/year>, I contacted Cross Country Mortgage over the phone with this information. Initially, I couldn't find anybody who knew what I was talking about and after multiple phone calls and line transfers, I finally got to a woman who took the information from me. She said that she would submit it that day and that XXXX XXXX would email the packet to the buyers and to my husband and I, and that XXXX XXXX would be in touch with me to give me more details. By Thursday of that week ( XX/XX/year> ), nobody had received anything, so I called back at approximately XXXXXXXX XXXX and XXXX XXXX to see what the status was. Customer Service told me that it was still processing and that it could take up to XXXX business days to get sent out, so to check back the next week to see. 

This morning, Monday, XX/XX/year> at XXXXXXXX XXXX I called to check on the status and was on hold for over XXXX minutes. I was then told by Customer Service that there had been an error on their end and they would have to resubmit the assumption request. I asked if this restarted the XXXX business days and they said that it would. I asked why my assumption request just disappeared and they said that they had an internal error for ALL assumption requests last week- I asked why they did not contact me to let me know and they did not have a good answer for it. I ended up giving the buyers ' information for a second time and was told that the packets would be mailed to their home address. I clarified because every person before had told me it would be emailed to everyone- this agent said that they tried to do that, but sometimes the system sends it out by mail instead of email, even if they click that option. 

I am incredibly frustrated with Cross Country Mortgage throughout this entire process so far. We entered into this knowing that the VA Assumption process takes time, but it seems like at every turn, I am given conflicting information from different staff members and I am never able to talk to anyone who is actually in the XXXX XXXX Department. From my perspective, it seems like Cross Country Mortgage is willfully delaying the entire process in order to discourage us and our buyers from using this XXXX benefit to which we are entitled, either through intentional ignorance or staff not being properly trained or versed in this process. My spouse and I are both military, as are our buyers, and it seems shameful to try to purposefully delay something that is beneficial to the consumer. While this process delays, our buyers aren't able to complete the purchase of our home and we are unable to move and buy another home - everyone is put into a housing crisis/bind because Cross Country Mortgage chooses not to take this XXXX Loan Assumption process seriously and process it in a timely manner. 

I would also like to reference the XXXX XXXXXXXX XXXX ( https : XXXX ) that defines the timelines that lenders should be working within. We can't even get those timelines started if Cross Country Mortgage can not get the application packet to our buyers and ourselves.