Consumer complaint received 2024-06-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: CrossCountry Mortgage LLC
State: WA

Complaint narrative:
Hello- I have been requesting that my PMI be removed since XX/XX/XXXX. I have invested over $ XXXX in the home and the equity has exceed the requirements to have the PMI removed.They sent me the paper work to pay for the fee to have it removed and before I could submit the payment they sold my - loan to another entity of Cross Country. I followed up with the new loan servicer several times and I haven't gotten a response after several attempts via phone which they don't answer the phone and the message on website says that they would respond within 5-7 days. They have never responded. Please see the correspond below : Hello- I have submitted all the information required to evaluate the loan to value of my home more then 30 days ago. I have not heard from XXXX XXXX regarding next steps. I would like to pay for the evaluation/appraisal to have the PMI removed immediately. 
XX/XX/XXXX at XXXX XXXX  Thank you for submitting your ticket. We look forward to helping you. 
All tickets are assigned based on the order they are received. Well reach out if we need additional information to complete your request. Theres nothing else you need to do at this time. 
Your ticket number is XXXX XX/XX/XXXX at XXXX XXXX  Thank you for contacting us. We received your inquiry to cancel your PMI on XXXX request has been forwarded to the appropriate department for review and someone will contact you within 5 - 7 business days in regards to your request.You will be contacted by the phone numbers or email addresses that are associated Information that was requested- Not able to respond to the message. Demo- {$30000.00} XX/XX/XXXX Insulation {$13000.00} XX/XX/XXXX HVAC Furnace and mini split {$21000.00} XX/XX/XXXX Garage doors {$6000.00} XX/XX/XXXX Drywall {$33000.00} XX/XX/XXXX All new interior Paint {$17000.00} XX/XX/XXXX Fireplaces {$9000.00} XX/XX/XXXX Kitchen remodel- appliances, cabinets XX/XX/XXXX Electrical and all new lighting, interior and exterior- changed from knob and tub to current code. {$43000.00} XX/XX/XXXX Roof {$17000.00} XX/XX/XXXX XXXX complete bathroom remodels {$47000.00} XX/XX/XXXX New hardwoods {$31000.00} XX/XX/XXXX Heated floors throughout XX/XX/XXXX Completely tiled basement floors {$27000.00} XX/XX/XXXX All new windows {$63000.00} XX/XX/XXXX New deck and water proofing {$27000.00} XX/XX/XXXX Landscaping/excavation {$45000.00} XX/XX/XXXX All new plumbing {$17000.00} XX/XX/XXXX XXXX XXXX {$8200.00} XX/XX/XXXX Framing {$13000.00} XX/XX/XXXX New cedar siding and trim {$7300.00} XX/XX/XXXX All work was permitted through XXXX XXXX All work listed above was completed XX/XX/XXXX I still have multiple projects scheduled in the next couple of months. 
XX/XX/XXXX at XXXX XXXX  Hello- I recently inquired about having my PMI removed from my account. I was sent a denial letter without good explanation. I had started the process with the other entity of XXXX XXXX prior to my account being transfer to your group. Since I purchased the property, I have done a complete renovation down to the studs. The house has doubled in value since I purchased it last year. I would ask that you reconsider the denial and request a appraisal ( at my cost ). Thanks XXXX  XX/XX/XXXX at XXXX XXXX  Thank you for submitting your ticket. We look forward to helping you. 
All tickets are assigned based on the order they are received. Well reach out if we need additional information to complete your request. Theres nothing else you need to do at this time. 
Your ticket number is XXXX XX/XX/XXXX at XXXX XXXX

Company response to consumer: Closed with explanation