Consumer complaint received 2025-08-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Changes in loan terms during or after closing
Company: CrossCountry Mortgage LLC
State: IL

Complaint narrative:
Re : Loan File # XXXX ( Originally # XXXX ) Borrower : XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, IL XXXX Lender : CrossCountry Mortgage To Whom It May Concern, I am submitting this complaint regarding a XXXX loan I closed with CrossCountry Mortgage on XX/XX/year>. This loan was originated under troubling circumstances following significant loan changes, broken promises, and compliance issues. I am requesting the Consumer Financial Protection Bureau to intervene and ask CrossCountry Mortgage to : Restore my prepayment penalty term to the original 12 months ( from the newly imposed 48 months ). 


Reimburse me for the {$500.00} agent credit I gave under pressure and duress. 


Waive the {$590.00} lender processing fee as was promised in writing. 


Acknowledge and issue the {$2000.00} lender credits that were represented to me but are absent from the final settlement statement. 


Investigate the lenders failure to respond to requests for documentation and ensure future borrowers are protected from such conduct. 



XXXXimeline & Issues : I began the loan process under loan file number XXXX, which included original terms that I reviewed in the CrossCountry portal. That file was later closed and replaced by loan file XXXX, which ultimately closed on XX/XX/XXXX. However, this change resulted in a loss of documentation, including my original Loan Estimate. I requested copies of both files from CrossCountry but never received them, despite multiple inquiries via email. 
1. Prepayment Penalty Inadequate Disclosure and Dramatic Change The original loan estimate included a 12-month prepayment penalty. The new loan was changed to a 48-month prepayment penalty without proper notice. Although I was told verbally before closing that the terms had changed, I did not receive the written prepayment addendum until the day of closing XX/XX/year>. This deprived me of a meaningful opportunity to consider alternatives or fully understand my obligations. I was not given options or empowered to negotiate ; rather, it was a take it or leave it presentation disguised as a solution to their internal compliance issue. 
I am therefore requesting that the prepayment penalty term be restored to 12 months, as was originally disclosed and expected. 

2. {$590.00} Processing Fee Promised to Be Waived But Charged My loan officer 's branch manager, XXXX, explicitly promised in writing that the lenders processing fee would be waived to resolve part of the compliance issue. 

However, at closing, a {$590.00} processing fee remained on the Master Settlement Statement. This broken promise materially impacts the cost of the loan and constitutes a deceptive practice. I am requesting this fee be fully refunded. 

3. {$500.00} Agent Credit Contributed Under Pressure While I ultimately facilitated the {$500.00} agent credit, I did so under pressured and opaque circumstances. I only became aware of a compliance issue when my attorney forwarded me an email from XXXX ( XXXX manager ), which had not been sent to me or my agent. 

XXXX identified a {$4000.00} shortfall needed to meet compliance, but again, never communicated this to me or my agent. By the time I contacted him, he stated the shortfall was now {$500.00} with {$2000.00} allegedly being covered by CrossCountry ( no documentation provided ), and the rest from the title company. XXXX wrote to my attorney that the remaining {$500.00} would need to come from either a seller or agent credit. 
To my dismay, XXXX had already contacted the sellers agent directly, without informing me, my agent, or my attorney. 

I only learned this during my phone call with him. 
To avoid further escalation and protect the deal, I volunteered the {$500.00} agent credit from my XXXX employee benefit. This money would otherwise have come back to me after the transaction. 

While I agreed, I did so under circumstances where the full scope of the issue was deliberately hidden from me, and with little time left before closing. Therefore, I am requesting the return of the {$500.00} agent credit, given that I was not fully informed, and it was offered under pressure and in the lenders interest not mine. 

4. Missing {$2000.00} in Lender Credits Andre represented in writing that CrossCountry was contributing {$2000.00} in lender credits as part of the compliance resolution. However, no such lender credits appear on the Master Settlement Statement. This raises a serious concern regarding the accuracy of the final disclosures and raises questions about where the stated credits went. 
I am requesting documentation of this amount and reimbursement of the missing lender credits as promised. 

5. Lack of Transparency and Poor Communication CrossCountry Mortgages conduct raises significant concerns. After the file was reopened under a new loan number, all documentation from the previous file including the original Loan Estimate was lost or removed from the portal. I repeatedly asked for copies of both sets of disclosures and even requested to have my loan file transferred to another loan officer due to communication issues. I received no follow-up or documentation.

Additionally, the final closing disclosure was never uploaded to the CrossCountry portal prior to closing. I was forced to rely on the title company for my final numbers and documents, which is not how this process should work.

Company response to consumer: Closed with explanation