Consumer complaint received 2023-12-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: CrossCountry Mortgage LLC
State: TX

Complaint narrative:
The mortgage company is claiming that they have denied my request to close the escrow account that the only reason they opened was to pay for the hazard insurance. Now they are claiming that they have to keep it open because I supposedly have paid my loan over 30 days for a few months which is false information. This company keeps lying over and over and keeps bringing up the hazard insurance they obtained which I am not disputing. Yes they got the hazard insurance and opened the escrow account for that purpose. The hazard insurance was for {$3900.00} so why are they asking me to pay {$840.00} every month to cover that amount for the next 12 months when that only equals to XXXX XXXX monthly. They are trying to rip me off and continue to charge me for an escrow account that has now been paid in full and has a positive balance. This escrow account should no longer be open because the reason it was opened for has been resolved. The mortgage lender opened this escrow account for the sole purpose of paying the insurance and that has been covered so why would you keep it open now when I am not supposed to have an escrow account? I have attached my payment history showing that the months they are claiming I paid over 30 days late, I actually paid on time and by the end of the month which they advised me is the latest I could before being considered deliqnuent. This mortgage company is a huge fraud and a huge red flag because now they are making up lies to try to continue to charge fraudulently for an escrow account that should be closed. Please find attached the payments made for XXXX, XXXX, XXXX and XXXX all within the month and never once 30 days past due. 

XXXX was paid on XX/XX/XXXX XXXX was paid on XX/XX/XXXX XXXX was paid on XX/XX/XXXX XXXX was paid XX/XX/XXXX XXXX was paid XX/XX/XXXX XXXX was paid XX/XX/XXXX All within the month the payment was due each month and I was told by them that as long as I pay within that month the payment is due, it is not 30 days late and neither of these payments are 30 days late. Now they are lying to say I'm delinquent several times to keep this fraudulent escrow account open and for what? I don't owe you anything anymore. The money that was disbursed on my behalf for the insurance has been paid in full so why would I continue to pay into an escrow account that I am not supposed to have. If I need to obtain a homeowners insurance policy now to cancel this escrow then I need to be told that but no one ever gives me accurate information when I call. They don't know what lies to make up. I was holding off on getting insurance because this insurance is good until XXXX and has been paid off in full so why would I get another insurance policy until then. If I do get an insurance policy effective in XXXX, are they going to refund me for the amount that they were overpaid for and close out the escrow and pay the funds that are sitting in escrow as that were overpaid? This company needs to be reported to the Federal Trade Commission for fraudulent activities and for lying to keep illegal escrow accounts open after the reason they opened it for has been paid in full. I will not pay for any escrow fees when I am not supposed to have one anymore. I pay my taxes directly and I will obtain a homeowners insurance policy in XXXX. As soon as I send proof, I want a refund for everything that they have been overpaid for and the escrow account shut down and my monthly payment back to normal. I also want this company heavily investigated for their fraudulent activities that have been done to my account. 

I'm also attaching the payment confirmation emails for the months they are claiming that I was over 30 days late. I don't have XXXX because I made the payment over the phone since they didn't allow to pay online anymore due to it being grayed out.

Company response to consumer: Closed with explanation