Consumer complaint received 2026-06-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CrossCountry Mortgage LLC
State: VA

Complaint narrative:
XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Customer Resolution Department CrossCountry Mortgage, LLC XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX RE : Loan # XXXX Ongoing Escrow Errors, Overpayment Refund, and Required Escrow Reanalysis Dear CrossCountry Mortgage Customer Resolution Team : I am writing to formally document my continued dissatisfaction with the handling of my escrow account and to demand prompt resolution of the remaining outstanding items related to my loan. Despite multiple phone calls, written requests, and XXXX separate written responses from your office ( dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ), I have yet to receive confirmation that all corrections have been fully completed. I am including this letter as a written record and requesting a written response confirming the status of each item below. Background As documented in my prior correspondence and your companys own responses, the following errors occurred on my account : A partial release was recorded XX/XX/XXXX, removing parcels XXXX and XXXX from my ownership. CrossCountry was not notified of this change at the time. As a result, your escrow department continued paying taxes on both sold parcels and, for a period, failed to pay taxes on my retained parcel ( XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ). An escrow surplus refund of {$3900.00} was issued XX/XX/XXXX, despite my written instruction not to issue the check because the account information was incorrect. I was then required to contact your office to place a stop payment on that check, wasting additional time. A subsequent payment I made of approximately {$1600.00} was misapplied a portion was incorrectly credited as principal rather than allocated properly. My monthly payment was elevated above {$1800.00} for a period of time due to an improper escrow analysis based on erroneous parcel and tax information. What Your Responses Confirmed Your XX/XX/XXXX letter confirmed : {$710.00} in disbursements made in error described as expected to be returned to my escrow account. {$40.00} duplicate deposit confirmed as already refunded. New monthly payment of {$1700.00} effective XX/XX/XXXX. No negative credit reporting or late penalties will be assessed. Upon receipt of the {$710.00} refund, an updated escrow analysis can be requested, which may further reduce my monthly payment. Your XX/XX/XXXX letter confirmed : {$130.00} was paid in error for parcel XXXX. {$130.00} was paid in error for parcel XXXX. The penalty associated with the supplemental tax bill is being resolved internally and will not be charged to me. Outstanding Items Requiring Immediate Resolution Despite your written acknowledgments, I have not yet received confirmation that the following have been completed : 1. Return of {$710.00} to my escrow account Your XX/XX/XXXX letter states this is expected not confirmed as completed. I am requesting written confirmation of the date this credit was or will be applied to my escrow account. 2. Return of {$270.00} ( {$130.00} + {$130.00} ) for erroneous tax payments on sold parcels Your XX/XX/XXXX letter confirmed these were paid in error. I have not received written confirmation that these amounts have been credited back to my escrow account. Please confirm status and date of correction. 3. Overpayment refund for months where my payment exceeded {$1800.00} Based on a review of the escrow transaction history enclosed with your XX/XX/XXXX letter, there were months during which my payment was inflated due to the erroneous escrow analysis. The corrected payment is {$1700.00}. I am requesting a full accounting of the months in which I was overcharged, the total amount of overpayment, and how that amount will be credited or refunded to me. 4. Updated escrow reanalysis following all credits Your XX/XX/XXXX letter states that an updated analysis can be requested once the {$710.00} is credited. I am formally requesting that updated analysis now, to be completed immediately upon application of all outstanding credits, so my monthly payment reflects an accurate escrow balance. 5. Written confirmation that all XXXX erroneous parcels have been permanently removed Your XX/XX/XXXX letter indicated tasks were initialed and escalated to remove parcels XXXX and XXXX. I am requesting written confirmation that this has been completed and that no further tax disbursements will be made on those parcels. My Dissatisfaction I want to be direct : the level of service I have received throughout this process has been unacceptable. This situation arose from an administrative error on your companys part the failure to process notification of the partial release recorded in XX/XX/XXXX. As a result : I have spent over XXXX hours on the phone on a single day, plus countless additional hours on this matter over months. A refund check was issued against my explicit written instructions. I was required to initiate a stop payment and follow up repeatedly. My monthly payment was inflated, and a payment was misapplied. I have written XXXX formal letters and received XXXX written responses that acknowledge the problems but do not confirm resolution. I understand that escrow corrections take time, but the lack of definitive confirmation on multiple items your own letters acknowledge is frustrating. I am a homeowner and a XXXX XXXX XXXX XXXX, and I understand how these accounts are supposed to work. I expect to be made whole and to receive clear, written confirmation that each item has been resolved. Response Requested I am requesting a written response within XXXX business days confirming the following : The date the {$710.00} was or will be credited to my escrow account. The date the {$270.00} ( {$130.00} XXXX XXXX ) was or will be credited to my escrow account. A complete accounting of any months in which my payment was overstated due to the erroneous escrow analysis, and how the overpayment will be resolved. Confirmation that an updated escrow reanalysis will be completed immediately upon application of all credits, with a projected revised monthly payment. Written confirmation that parcels XXXX and XXXX have been permanently removed from my account. I am escalating this matter to the Consumer Financial Protection Bureau and the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, as this involves ongoing errors in escrow administration in violation of RESPA requirements. I am happy to discuss this by phone, but I require written confirmation of all resolutions. Please direct your response to my address above or by email at XXXX. Thank you for your prompt attention to this matter. Sincerely, XXXX XXXX Loan # XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation