Consumer complaint received 2023-01-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: CrossCountry Mortgage LLC
State: AZ

Complaint narrative:
I am submitting this complaint against my mortgage company, CrossCountry Mortgage, due to their continuous mishandling of my mortgage account. I am unable to get any assistance or resolutions with the issues I will detail below, and I need them resolved ASAP. 

On XXXX XXXX XXXX  I was approved for the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I have attached proof to this communication of the approval and fund disbursements. According to CrossCountry Mortgage XXXX XXXX Department, they received notification from the XXXX XXXX XXXXXXXX XXXX on XX/XX/XXXX, of my XXXX approval. According to the XXXX XXXX XXXX XXXX, they notified CrossCountry Mortgage of my approval weeks before this as they had to verify my loan and amounts due. 

On XXXX XXXX XXXX a check for {$26.00}, XXXX reference # XXXX was issued to CrossCountry Mortgage to pay for my past due balance from my XXXX Forbearance. This was issued to cover mortgage payments for months XX/XX/XXXX through XX/XX/XXXX. The remaining balance was to go to my escrow account. On XXXX, a check for {$1200.00} reference # XXXX was issued to pay for my XX/XX/XXXX mortgage payment. There will be XXXX more checks issued by the XXXX XXXX XXXX XXXX to pay for mortgage payments XX/XX/XXXX, XX/XX/XXXX. 

I would like to add that my mortgage payments are only {$1200.00} as I had paid for my escrow shortfall, so the additional amounts need to be applied accordingly. I have spoken with CrossCountry Mortgage on correcting this in the system but they advised they would do this when they close out my account from the loss mitigation process. 
Back on XXXX XXXX XXXX I was told that it should take no more than 30 days for the funds to be allocated to my mortgage account, the past payments that had accrued from my XXXX forbearance. This did not happen. There have been no updates on my account at all. 

CrossCountry Mortgage has a XXXX XXXX XXXX XXXX XXXX  ) department that is responsible for processing these payments. I have been told they are an internal department, so I am not able to speak with them. I have had the loss mitigation department email them multiple times. I have requested to speak with a XXXX multiple times and still have not received a call back from one. This is the treatment that I have experienced the entire time I have been in the forbearance/loss mitigation department. 

I am needing this matter expedited ASAP. CrossCountry Mortgage has the funds to bring my account current and they have had them going on XXXX months now. 
Today, XX/XX/XXXX, I received a communication from CrossCountry Mortgage. It was a Loan Modification Offer advising if I do not act now I will be facing foreclosure due to being extremely past due. This was very upsetting. I have spoken with CrossCountry loss mitigation department multiple times and they never mentioned this offer or document. I fear that this offer will somehow interfere with the process as CrossCountry Mortgage has dropped the ball consistently when it comes to these matters. Regardless, they need to apply the funds they have been paid by the state to my account. 

I have now received XXXX calls from the collection department at CrossCountry Mortgage trying to collect the money they have been issued already to settle my account. Since I am still in the loss mitigation department, I should not be receiving collection calls. CrossCountry Mortgage is now threatening me with foreclosure. I have done all that I am supposed to do throughout this entire forbearance process. Since my many calls to them have not resolved anything, I am submitting this claim to CFPB for assistance. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation