Consumer complaint received 2026-01-29 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: DC

Complaint narrative:
Company : CrossCountry Mortgage Product : Mortgage Refinance Primary Residence ( DC Co-Op ) Summary of Complaint I am filing this complaint regarding CrossCountry Mortgages ( loan officer ( XXXX XXXX - Loan Advisor - XXXX Branch XXXX - Company XXXX ) handling of my primary residence refinance, which involved prolonged internal delays, shifting explanations, and material changes to loan terms after a rate lock had been issued and extended. 

The lender issued and repeatedly extended a rate-locked loan that they later claimed was never feasible, and attempted to pressure me into accepting a worse loan product after months of delay. 

Timeline and Facts XX/XX/XXXX : CrossCountry Mortgage issued a rate-locked Loan Estimate for a 6.12 % 20-year refinance on my primary residence, which is a Washington, DC co-op XXXX All relevant information about the property type, my income, and my rental properties was disclosed at the outset. 

XX/XX/XXXX A formal appraisal report is ordered for the property at XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XX/XX/XXXX Both parties, including myself and CrossCountry Mortgage receive a copy of the ordered appraisal report, reporting the property to be valued at {$280000.00} XX/XX/XXXX XX/XX/XXXX : The loan experienced repeated internal delays and rescheduled closing dates, all attributed to CrossCountry Mortgages processing and underwriting. I was asked to provide documentation multiple times, and no issues were communicated that would prevent closing under the agreed terms. 

XX/XX/XXXX : CrossCountry Mortgage extended the rate lock again under the same 6.12 % 20-year terms, reinforcing my reliance that the loan was feasible and approved. 

Late XX/XX/XXXX : I was informed for the first time that : Certain co-op fees had not been included, and My debt-to-income ratio allegedly could not support a 20-year term I was told I would need to accept a 30-year or 25-year loan at a significantly higher interest rate to proceed. 

CrossCountry Mortgage later stated in writing that my rental property depreciation and write-offs made a 20-year loan impossible despite the fact that : These tax losses were disclosed from the beginning A 20-year loan had already been issued and extended multiple times No underwriting denial had been communicated until after months of delay Core Issues Material changes after rate lock After issuing and extending a rate-locked Loan Estimate, CrossCountry Mortgage attempted to change the loans term and interest rate, citing underwriting issues that should have been identified prior to rate lock. 

Failure to underwrite before locking and extending terms The lender now claims the 20-year loan was never viable, which contradicts their own actions in issuing and extending the rate lock over a two-month period. 

Late discovery of fees Co-op-specific fees were disclosed only at the end of the process, despite the property being clearly identified as a co-op from the start. 

Unfair pressure to accept worse terms After extensive delays, I was encouraged to accept a longer-term loan at a higher rate as the only way to close, placing unfair pressure on me as a consumer. 

Prolonged delays and inconsistent explanations Delays were attributed to various factors over time, including internal processing, underwriting flags, and regulatory naming rules, none of which were disclosed upfront. 

Resolution Requested I am requesting that the CFPB review CrossCountry Mortgages conduct and require the lender to : Confirm no fees are owed other than the appraisal fee already paid Confirm the application is fully cancelled and closed Review whether issuing and extending a rate-locked loan that the lender later claimed was infeasible constitutes an unfair or deceptive practice I am not seeking monetary damages. I am seeking accountability, fee confirmation, and regulatory review to prevent this conduct from occurring to other consumers. 

Supporting Documentation Available I can provide : Original Loan Estimate ( XX/XX/XXXX ) Rate-lock extension documentation ( XX/XX/XXXX ) Email correspondence documenting delays and material changes Written explanation from CrossCountry Mortgage stating the loan was not viable after months of processing

Company response to consumer: Closed with explanation