Consumer complaint received 2026-02-17 00:00:00
Product: Mortgage — USDA mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: CrossCountry Mortgage LLC
State: CA

Complaint narrative:
CROSS COUNTRY MORTGAGE IS DUAL TRACKING. I feel my race, ethnicity, language, national origin, XXXX and marital status have a huge impact on the unfair discriminationof my file and the reason for what is taking place. 
XXXX XXXX, the prohibited and the illegal practice of advancing foreclosure while simultaneously reviewing a borrower 's complete loan modification application, is illegal in California under XXXX XXXX of Rights ( XXXX ). If a complete application is submitted at least XXXX business days before a scheduled sale, the servicer must pause the foreclosure until a decision is reached and appeal rights are exhausted.Key Aspects of California Dual Tracking Protections : Definition : '' Dual tracking '' occurs when a mortgage servicer moves forward with the foreclosure process ( e.g., recording a notice of default or sale ) while a borrower is actively seeking a loan modification.Prohibition : Under Civil Code Section XXXX, lenders can not proceed with a foreclosure sale if a borrower has submitted a complete first-lien loan modification application.Key Requirements : The application must be submitted at XXXX business daysprior to the scheduled foreclosure sale. 
A complete loss mitigation application was submitted for the file on XXXX 2026 SEE ATTACHED VIA FAX AND EMAIL. The scheduled set date was XX/XX/XXXX. Please see attached email AND FAX confirming the complete file was sent. We called every single day since and we confirmed that the documents were received pending review. On the ninth we were told the documents were with the underwriters, file deemed complete. We were also waiting for a callback request XXXX XXXX is the XXXX never called back despite the fact that we were told she would call us on multipleoccasions. At least XXXX call backs were requested. NotONE was ever received. We spoke to XXXX multiple times who continued to confirm the file had beenwith underwriting. We got XXXX on many occasions. She continued to confirm that the file was deemed complete. We were advised the sale date was in the process of being postponed. It was a complete file from day XXXX, we continue to call every single day and today XXXX we are finally informed by representative XXXX extension XXXX that it was denied. She refused to state why she said she didn't know. She lied and refused to get assistance when we asked for her to obtain supervisorassistance. We had to call back in again and we spoke to XXXX once again. She stated that the file was denied due to insufficient time to review as the sale date is too close. This is unacceptable. We were already told the file was complete on numerous occasions and in review and with underwriting so how does this happen? This is illegal. 
We called again spoke to XXXX id XXXX and requested a supervisor. Went over everything that took place and yet of course no supervisor was available. That is part of the reason this is happening. A different person answers the phone most of the time and give out any information or refuse to do their job correctly. There is no accountability since anyone just answers the phone. The only useful one there has been XXXX. She had some type of knowledge above anyone else which is why I am floored this is now how my file is being handled. 
We are demanding the sale bepostponed due to the file being complete since day XXXX. At this point, we do fully believe that this file has been neglected and discriminated upon and it is fairly obvious that they would rather foreclose and assist. This is in bad faith and how many homeowners this has happened to!? I have been talking to people in Texas who do not know California guidelines and that is another part of the problem

Company response to consumer: Closed with explanation