Consumer complaint received 2021-10-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: CrossCountry Mortgage LLC
State: FL

Complaint narrative:
It was time for my wife and I to buy our first home. I had done -YEARS- of research, so I knew to talk to someone who handled first time homebuyers programs. I found a list of contact information on XXXX  : XXXX. 
I called XXXX XXXX with Cross Country Mortgage. She seemed nice on the initial call, so I decided to do business with her. So, dealing with this woman was an all around nightmare. Trying to get more information or a clarification on whatever step of the process we were on was like trying to pull blood out of a turnip. But when she wanted something from me, it was super right-freaking-now kind of important. I understand that this is apparently just how mortgage people are, but its still really unsettling to feel XXXX through the most expensive purchasing process we have to go through as adults. I really began to feel ill at ease when she actively talked me out of using the first time buyers programs from the government. You know, the one that was the reason I called her in the first place. 
However, her unprofessional nature was truly spectacular. She only seemed to want anything from me late at night. Correspondence happening at XXXX on a Tuesday night that requires me to print sign scan and send back documents RIGHT NOW is inexcusable in any level of professionalism. As is having my mother in law and other interested parties on the phone at XXXX the day before we were supposed to close asking for additional paperwork. 
And then we get the inspection. My pitched roof has 3 years life, flat roof has a year left. 
Insurance quote time. I try several agencies, each trying several insurance companies. All of the companies reject the policy due to the flat roof age on the 4 point inspection report. Everyone tells me that the flat roof MUST be replaced or repaired prior to being insurable. I was kinda prepared for that, I was ready to try and work out a deal with the sellers for a cash concession of some sort to help offset the cost of getting the repairs done. We had asked for zero concessions at that point, so I was ready to go to battle, as it were. 
And then XXXX calls me and says she has a company that will bind the policy with the home as is. My wife and I were really excited about this house, so we agreed happily and told her to go for it! I never spoke with an issuing agent, I just got a binder of insurance in my email. Everything is totally great for like, 5 minutes. 
XX/XX/XXXX I get a letter from citizens insurance stating that my policy is cancelling due to the roof age. WHAT?!?!! 
MANY calls to XXXX insurance, The XXXX XXXX, and a few with cross country mortgage, I find out that the issuing writer at XXXX XXXX XXXX is my mortgage writer, XXXX XXXX XXXX, XXXX. 
I am unaware of whether XXXX gave her son bad or lacking information to get my home insured, or if XXXX took it upon himself to issue me an insurance policy KNOWING that it would get kicked in underwriting, or if it was both of them together. I do know at this point that XXXX is no longer working for The XXXX XXXX due to unsatisfactory performance with, what was told to me, several other citizens policies. 
One way or another, I dont feel that I can allow XXXX XXXX XXXX be inflicted upon the world. 
As I sit right now, Im in my new-to-me home, with NO insurance, waiting on a roof repair guy to come before I can buy ANOTHER insurance policy that I have no idea how to afford. 
She should NOT be allowed to do this to anyone else.

Company response to consumer: Closed with explanation