Consumer complaint received 2025-02-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: CrossCountry Mortgage LLC
State: OH

Complaint narrative:
I have sent in my mortgage payment on time each month. Yet there are several problems that I continue to encounter : 1. ) Instead of applying funds that I send to the bank to my monthly mortgage, my funds have been sent to " unapplied funds '' several times. 

2. ) I send my payment on the XXXX or XXXX from my bank each month, so that CrossCountry Mortgage will have their payment by the first, and for some reason, they are applying the monies to the month that I send payment and not to the following month ( for which it was intended ).

3. ) Multiple late fees have been applied to my account, despite the fact that they have misinterpreted my payments and placed funds into " unapplied funds. '' 4. ) My taxes were increased, and then my payment went up. That was not the problem. I made several lump-sum payments to pay the additional escrow amount off. Then, CC-Mortgage would then call me to tell me my payment was late, and I would tell them that I have paid the escrow directly on their website. And I was requesting to know my monthly payment ( with the additional escrow amount built in ). Each person that called gave me a different amount! So when I would pay that amount, they would tell me I paid the wrong amount, and that the funds were placed in 'unapplied funds. ' 5. ) Once, while I was speaking to a person on the phone, I submitted a payment to address the new escrow amount, and the amount was applied to my principal instead of the escrow. 

6. ) The latest problem is that I was speaking to an agent and simultaneously viewing my payment history on the CrossCountry Mortgage website, and they had my XXXX payment ( which was actually supposed to be my XXXX payment ) as one amount, but when we called my bank on a conference call.. they confirmed my greatest fears : that CC-Mortgage had recorded a much different amount from what was actually submitted by my bank. And needlesstosay, the amount I paid covered the mortgage payment, and they the amount they had on their website ( which was approx. {$700.00} short ) of course did not cover the payment amount. And, yep, you guessed it.. another late fee was assessed to my account.

7. ) I can rarely get through the prompts to an actual agent ; instead, when I call, I am usually sent back into the que or back to earlier prompts in an automated system. So I finally got through to one yesterday ( out of XXXX attempts over the past several months ), and pleaded with him about what needs to happen. I am happy to pay the amount owed, but to have late payments illegally extracted from me is not acceptable, and to apply funds in ways unintended by the customer, and then blame the customer for being off with payments, is also not acceptable. He promised that someone would get back with me. But others have promised this before -- that they saw discrepancies, and would have someone reach out -- but no one has ever gotten back to me about my complaints. Rather, they merely called the next month, again, claiming that my payments are late.

Company response to consumer: Closed with explanation