Consumer complaint received 2025-05-30 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: CrossCountry Mortgage LLC
State: OH

Complaint narrative:
On Thursday XX/XX/XXXX at XXXX we received an email from a XXXX XXXX going over some information she needs during underwriting and the processes we will be going through. She stated in the email she would be our point of contact and will be working directly with us up to closing on our home. At XXXX I sent over all documents she was requesting and signed documents she needed. I did not hear back from her on verifying if anything additional was needed. I called her, XXXX XXXX and XXXX XXXX with no answer from my loan team. On XX/XX/XXXX I received an email from XXXX stating XXXX her partner ( also her son in law ) would call me to lock in our rate and start the closing prep process with our loan. I did not hear from XXXX until the following day. When we spoke on the phone for XXXX min he asked what day we would like to close. I asked would it be possible to close on the XXXX ( Thursday before memorial day ). He stated that he would not see why not and that is a very achievable ask especial with this being a bank owned property. While on this phone call with XXXX I asked if he had heard from XXXX as she has not responded to my emails or phone calls to verify, she has everything she needs for underwriting. XXXX sent XXXX an email on Monday XX/XX/XXXX confirming she had all documents needed to close. She did finally respond stating she has not had a moment to review the documents and ours was up next saying she was out of the office and trying to play catch up. I did not hear from XXXX after that email and was instructed by XXXX and XXXX that we were progressing to close. On Tuesday ( XX/XX/XXXX ) I did receive an email from a women named XXXX XXXX and XXXX needing to sign a closing disclosure form. She stated that it needed sign ASAP as it starts the clock for a 3-day period. At this moment I am fully prepared to close on Thursday or Friday before the long weekend and make arrangements for movers, trailers, utilities, childcare, and appliances to happen between XXXX as this gap I had taken time off work to ensure our seamless transition. I do not hear from anyone Wed XX/XX/XXXX or Thursday XX/XX/XXXX. I reach out to my realtor and ask for the title company 's information to give them a call as this is going to be the next step. I speak with XXXX XXXX who lets me know that he has sent XXXX emails and tried to call XXXX Thursday and was unable to get ahold of her. I did express to him the difficulties I have had as well with the lack of communications on this team and told him I would reach out as well to see if I could get ahold of anyone. I tried called XXXX, XXXX, XXXX, and XXXX. No on the team responded. My realtor called XXXX and she informed him that XXXX is no longer working for the company. My XXXX sinks to my stomach as it is the afternoon before the day of what I was expecting to close on my first home to hear that no one is actually working on it. The follow morning I get an email from XXXX stating that XXXX is no longer working with the company and is now giving me to XXXX to finish up my paperwork. She does say that they will need to push closing to next week. I try to call XXXX to grasp what is needed and what the timeline is looking like. She responds via email stating she is on a meeting call with the team talking about my deal and will call me after. She does call an hour later and lets me know she is only in the office for a half day and is leaving early. The only thing she needed from me was to have my employer verify I am still employed. I did ask her on the phone if she could work on making this happen today as I already have everything set up for the long weekend and she said she would try to make it happen. After getting off the phone we verify with my office XXXX at work. The day progresses and I am panicking. I have not gotten a return phone call from XXXX until XXXX in the afternoon. When on the phone she expresses her apologies and that she can not ask anyone on her team to stay late to close the deal as it is a holiday weekend. She did promise to keep up the communication moving forward and wanted to make me aware they are working on XXXX deals that XXXX was handling for them. She did call me back at XXXX letting me know we were cleared to close but would be unable to get closing docs as that is another department and no one is going to stay late to make it happen for us. The weekend comes and goes. I get a phone call at XXXX on Tuesday fully ready to set up title and closing. XXXX lets me know that they need proof of a deposit in my account. While on the phone I send her over all the information I have and she stated I am going to try to get this exempt so we can move forward. I do not hear from here and get an email from XXXX XXXX at XXXX letting me know we are clear to close. I was not under the impression we were still in underwriting due to the lack of communication this team comes up with. So, another day goes by and we are not closed. Wed XX/XX/XXXX I get the binder sent over from the insurance at XXXX, XXXX expresses her email is not working to verify my employment again. at XXXX she lets me know the closing documents got sent out for balancing ( XXXX at title already emailed me at XXXX saying he got it at XXXX ), CCM continued to take their time and balancing went on until XXXX. This left us an hour and a half to send out a wire for our downpayment. We completed it and scheduled a notary for XXXX. I have not heard from Cross Country mortgage since Wed at XXXX. This cost me delays after delays. I had to take off additional time from work, pay movers, transportation, boarding my dog, going without a washer for a week, renting an XXXX and having to extended it, missing appointments, extrema stress this put on my family, having family from out of town not able to see my new home. With XXXX XXXX terrible leadership and lack of communication she took the excitement out of purchasing a home, I have never done this and would never do it again due to her and the team she uses. This was an absolute failure on her part and she should not have the biggest buying moment in someone's life in her hands. And to find out her co loan officer is her son in law is just a huge joke, both of them unable to answer phone calls hiding hoping I would go away and push everything off. My realtor and title clerk felt terrible as they were the only one answering the phones. Even with a XXXX time difference I had better communication with XXXX XXXX then anyone at CCM. If I was looking for a FHA XXXX loan for your next home purchase beware as you will be drug through the mud, lied to, and taken advantage of at the end of the day. I wouldn't put this on my worst enemy how terrible this has been.

Company response to consumer: Closed with explanation