Consumer complaint received 2026-05-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: CrossCountry Mortgage LLC
State: OH

Complaint narrative:
CFPB COMPLAINT CONTINUED PROPERTY PRESERVATION ACTIVITY AFTER PRIOR DISPUTE NOTICE Loan # : XXXX Property : XXXX XXXX XXXXXXXX XXXX XXXX Servicer : XXXX XXXX XXXX of new incident : XX/XX/year> Complaint Summary I am filing this complaint regarding continued property preservation, inspection, and/or servicing activity occurring on or about XX/XX/year>, despite prior dispute notice, prior CFPB complaint activity, and ongoing unresolved contradictions in the servicers occupancy determinations and authority to access the property. This activity occurred after the servicer was already placed on notice that I dispute : Occupancy classification ( vacant vs occupied determinations XXXX XXXX to enter the property Use of key lockbox/access systems XXXX XXXX XXXX actions XXXX access and property preservation activity. Despite this, servicing activity continued without resolution or clear proof of lawful authority. XXXX. CONTINUED ENTRY AFTER PRIOR DISPUTE NOTICE On or about XX/XX/year>, contractors, inspectors, or agents associated with XXXX XXXX and/or its vendors returned to or accessed the property. This occurred after : XXXX CFPB complaint submission and servicer response. Prior written dispute regarding occupancy and authority. Ongoing objection to property preservation actions and access control. No updated documentation has been provided showing that the dispute was resolved or that lawful authority was re-established prior to this continued activity. XXXX. CONTRADICTORY OCCUPANCY DETERMINATIONS The servicers inspection records contain repeated contradictions, including findings of both : Occupied status based on visual indicators, and Vacant status used to justify property preservation actions. Inspection records include inconsistent interpretations of : XXXX XXXX XXXXXXXX XXXX conditions ( including XXXX XXXX used in vacancy inference ). XXXX of furnishings or maintained property conditions. XXXX conflicting determinations. These contradictions directly impact the validity of all servicing actions taken under a Vacant designation. XXXX. KEY LOCKBOX, ACCESS CONTROL, AND ENTRY AUTHORIZATION CONCERNS Servicing activity included : Placement of a key lockbox on the property. Issuance of access credentials associated with that lockbox. XXXX entry under disputed occupancy conditions. Later removal of the lockbox following complaint activity. These actions demonstrate active control of property entry while ownership and occupancy status remained disputed. The issuance of access credentials conflicts with any assertion that the property was fully abandoned or outside lawful occupancy control at all relevant times. XXXX. CONTINUED SERVICING AFTER NOTICE OF DISPUTE Despite prior notice that I dispute servicing authority and occupancy classification, contractors continued to access or appear at the property. This raises concerns regarding : Continuation of property preservation activity without updated verification. Lack of resolution of disputed authority prior to re-entry. Failure to suspend activity during active complaint review. XXXX. XXXX AND UTILITY IMPACT The servicers records confirm XXXX services were performed ( XXXX XXXX system only ). Following these actions : XXXXXXXX XXXX XXXX and XXXX XXXX were ( and still is ) impacted property utility function was altered these actions occurred under disputed occupancy classification. No adequate explanation or lawful basis has been provided to justify utility-impacting actions without verified occupancy determination. XXXX. DISPUTED PROPERTY HANDLING AND MISSING ITEMS Following servicing and inspection activity, I identified missing personal property previously located at the residence, including household and vehicle-related items. Inspection documentation also raises concerns regarding XXXX proximity to personal property during servicing activity. I request full disclosure of : All XXXX access logs. Full photographic and video records from all visits. Chain-of-custody records for any property handled. Identification of all individuals present at the property. XXXX. PRIOR KNOWLEDGE AND CONTRADICTORY COMMUNICATION I previously communicated with representatives regarding occupancy status and servicing activity, and received indications that inspection activity had been paused or discontinued. Despite this, additional servicing activity occurred, and inspections/preservation work continued without clear resolution of the dispute. XXXX. REQUEST FOR RESOLUTION I am requesting : Full explanation and justification for all activity occurring on or about XX/XX/year>. Identification of all contractors or agents who accessed the property. Full access logs, including key lockbox authorization records. Clarification of current occupancy determination with supporting evidence. Documentation of lawful authority for continued entry after dispute notice. Suspension of non-emergency property entry until dispute resolution is complete Correction of contradictory occupancy and servicing records. XXXX. CONTINUED DISPUTE STATUS This matter remains actively disputed. The continued servicing activity after prior complaint notice demonstrates unresolved issues regarding authority, occupancy classification, and property preservation conduct. I request full regulatory review and corrective action as appropriate. Sincerely, XXXX XXXX XXXX # : XXXX Date : XX/XX/year> incident filing

Company response to consumer: Closed with explanation