Consumer complaint received 2023-05-03 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: CrossCountry Mortgage LLC
State: FL

Complaint narrative:
XXXXCross Country Mortgage LLC has received XXXX payments of {$1500.00} totaling {$4700.00} for payment of my mortgage at XXXX XXXX XXXX XXXX XXXX FL XXXX from the Florida Department of Economic Opportunity Housing Assistance Fund FL DEO HAF ( a federally funded Covid relief program ). These payments were for XXXX, XXXX and XXXX of XXXX The FL DEO HAF program is able to verify this information through their payment system. These payments have NOT been applied to my account. 
In addition, because XXXXCross Country Mortgage LLC did not apply these payments I have had to make XXXX payments in the amount of {$1200.00} ( XXXX and XX/XX/ ) to keep my mortgage current. This totals {$2400.00}. I was told if I did not make these payments my loan would be in default thus allowing the mortgage company to move forward with foreclosure proceedings despite the fact that they have received the payments from FL DEO HAF program. 
In total since XXXX of XXXX XXXXCross Country LLC has received {$7200.00} in payments from both the FL DEO HAF program and myself.

I have contacted the FL DEO HAF program and they have completed their investigation showing the payments were sent. Here is a timeline for these payments as provided by the FL DEO HAF program and myself. 
XXXX XXXX XXXX Payment sent to XXXXCross Country Mortgage LLC . - Payment not applied. 
XXXX XXXX XXXX Payment sent by me to prevent default for missing XX/XX/ payment. Investigation opened by FL DEO HAF and XXXXCross Country Mortgage LLC . 
XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX Payment electronically sent to XXXX/Cross Country Mortgage LLC via ACH . Payment received and accepted by mortgage company- XX/XX/ payment NOT APPLIED. 
XXXX XXXX XXXX XXXX XXXX resent to XXXXCross Country Mortgage LLC via ACH . 
XXXX XXXX XXXX XXXX XXXX resent payment accepted by XXXXCross Country Mortgage LLC . Payment NOT APPLIED. 
XXXX XXXX XXXX XXXX XXXX XXXXment sent to XXXXCross Country Mortgage LLC via ACH . 
XXXX XXXX XXXX XXXX XXXX accepted by mortgage company. Payment NOT applied. 
XX/XX/XXXX, XXXX Payment sent by me to prevent default for XX/XX/ missing payment. Payment processed and accepted by XXXXCross Country Customer Service representative XXXX 
XXXX XXXX XXXX Payment sent by me to XXXX XXXX which was drafted from checking account, was NOT applied to my mortgage account. Contacted mortgage company and was told it wasnt processed due to an internal error. I requested via Chat that the payment be immediately applied. 
XXXX XXXX XXXX Payment sent by me to XXXXCross Country Mortgage LLC still has NOT been applied but has been drafted from my checking account. 
I have contacted XXXXCross Country Mortgage LLC many times by phone, email and chat and they have maintained that the payments from FL DEO HAF were never sent or received by their company. 
I have made MULTIPLE attempts to resolve this situation with the mortgage company since XXXX XXXX XXXX 
This organization ( XXXX/Cross Country Mortgage LLC ) is accepting federally funded covid relief money and not applying it to my mortgage account while also demanding payment from me to keep my loan current. 
The question iswhere is the federally provided money going? They are collecting the money but not applying it. 
I am a XXXX XXXX for the city XXXX XXXX XXXX, FL XXXX My spouse is XXXX. This situation has completely depleted our savings and we are now experiencing food challenges because we have had to use our savings and all our spare income to make the payments on a mortgage they have already received payment on from the FL DEO HAF program. 
I have a great deal of paperwork, call logs and copies of emails, as well as a copy of the Award Letter I received from FL DEO HAF. 
I have been advised that because this program is federally funded and state administered I should contact your organization with the information I have included in this letter. In addition, I have also contacted the Florida State Attorney Office and the FL DEO HAF program. Please let me know what paperwork you need to open and complete your investigation into XXXXCross Country Mortgage LLC .

Company response to consumer: Closed with non-monetary relief