Consumer complaint received 2023-10-06 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: CrossCountry Mortgage LLC
State: VA

Complaint narrative:
XXXX XXXX and I did a loan application with cross country mortgage. After completing the loan application using their online portal on or sometime around XX/XX/2023. After completing the initial application a Gentleman named XXXX XXXX who operates as the XXXX Branch Manger, and a gentleman named XXXX who works as the assistant to XXXX contacted me. XXXX stated that I was Pre approved for the loan that XXXX XXXX and I requested for the amount of {$650000.00}. XXXX XXXX then asked me if I had an agent that was representing and assisting me with home buying process. I responded no. XXXX XXXX then told me that he knows a XXXX guy named XXXX XXXX who works with XXXX XXXX XXXX XXXX. XXXX called my phone Because XXXX XXXX gave him my number and when I spoke to XXXX he insured me I was in good hands and initially Vouched for XXXX XXXX. XXXX and I entered into a contract and he became my agent assisting me with the purchase of the home. XXXX asked me what was the home address that I was interested in. I provided him the address XXXX XXXX XXXX XXXX XXXX Texas XXXX. XXXX contacted the sellers agent whos name is XXXX XXXX. XXXX explained to XXXX that in order for the process to begin XXXX XXXX would need a pre approval letter. XXXX reached out to XXXX and XXXX reached out to XXXX XXXX a sales assistance with cross country mortgage who works for cross country mortgage and immediately provided a pre approval letter. This pre approval was given to XXXX and XXXX provided it to XXXX which then gave XXXX XXXX and XXXX XXXX who are both veterans using the Va loan grounds to enter into a legal and binding contract with intent to buy the home with XXXX. The pre approval letter was provided XXXX XX/XX/2023. We then entered into a purchase agreement with the seller and sellers agent with a expected closing date of no later than XXXX XX/XX/2023. The date came and went with no closing. Then my agent contacted me and said we needed to extend so the new closing date became XXXX XX/XX/2023. That date came and went with no closing. Then XXXX contacted me and said hey XXXX, XXXX XXXX want to go back under contract because he feels like something is sketchy and maybe you dont qualify for the home. I then told XXXX I have a pre approval letter how is it possible that XXXX thinks I dont qualify. XXXX then told me man I dont know its weird that we havent closed on the home yet. XXXX then says let me contact XXXX and see whats going on. A few days later XXXX tells me hey XXXX XXXX said that we are waiting on your credit scores to come up. I then contact XXXX and ask him if we are waiting on scores to come up and XXXX says yes. I then ask XXXX then why did I get a pre approval letter if I truly didnt initially qualify. I explained to XXXX that hes opened me up to financial damages and looses due process to his intentional desire to give me a premature, bogus and fake pre approval letter. XXXX didnt have a direct answer to the statement instead he bounced around it and said yes we just need to work on your scores. I then contacted XXXX to ask him whats going on hoping he had better answer he then also told me that he wasnt able to work my file till my scores came up. I also asked him why was I given a fake pre approval and explained to him Im now in a contract and have already paid {$7600.00} to a title company with the sellers agent and my whole initial pre approval was fake. Then XXXX tells me we will close on XX/XX/2023. XX/XX/XXXX came and went and still no closed home no funded home. Then XXXX sends me a message on Friday XX/XX/XXXX via text message and tells me we will close next Friday which would be XX/XX/XXXX. The very next day XX/XX/XXXX I received via email a new closing date which was not XX/XX/XXXX. Instead the new closing date stated XX/XX/XXXX and it came from another CrossCountry representative named XXXX XXXX works as the senior loan processor. After XX/XX/2023 came and went there was still no closing and no funded loan. XXXX XXXX then contacted XXXX via phone and XXXX said he now doesnt have a closing date. So in a nut shell we went from a fake approval letter with many different closing dates to now we have no closing date. The initial fake approval letter has exposed us to harm, damages and losses. I contacted XXXX and told Him we would be in Texas for closing and he said ok. We wasted another nearly XXXX $ on a 4 day trip all because these representatives of cross country mortgage started with a fake initial approval letter. Had that not happen the rest of the chain of events would not of happened. 

Further notes : XXXX has informed me that his last 2 deals with XXXX and XXXX did not go through. 

Notes : XXXX and XXXX are brothers Notes : XXXX gave XXXX my number and contacted me and was told to represent me. 

This was a joint Va loan. Both XXXX XXXX service Members XXXX XXXX Originating Branch Manager XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX badge 0 badge 3 CrossCountry Mortgage, XXXX XXXX XXXX XXXX XXXX, TX XXXX Personal XXXX Branch XXXX Company XXXX XXXX Assistant CrossCountry Mortgage XXXX P : XXXX XXXX XXXX Senior Loan Processor D XXXX F XXXX XXXX XXXX CrossCountry Mortgage, XXXX XXXX XXXX XXXX XXXX, TX XXXX Branch XXXX Company XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX Source : XXXX XXXX XXXX, XXXX # : XXXX XXXX XXXX Sales Assistant XXXX  XXXX F XXXX XXXX XXXX CrossCountry Mortgage, XXXX XXXX XXXX XXXX XXXX, TX XXXX Branch XXXX Company XXXX

Company response to consumer: Closed with explanation