Consumer complaint received 2022-10-24 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: CrossCountry Mortgage LLC
State: NJ

Complaint narrative:
The difficulty with paying our mortgage is mostly due to our part time job losses in XXXX. Previously, my job at XXXX XXXX XXXX XXXX XXXX would generate income of at least {$10000.00} per year. While it is not certain that this job loss was XXXX-related, the company relied on consulting and market research business, which did take a significant hit in XXXX and XXXX. Additionally, my fathers part-time job at XXXX  XXXX had to be suspended from XXXX to XXXX of XXXX due to the danger ( He was XXXX XXXX XXXX at the time ) of him working during the onset of the XXXX pandemic. He was able to collect unemployment, however, and I retained my full-time job as a XXXX. 

As a result of these stoppages, I decided to return to graduate school in XXXX to add a teaching certification so that I could find employment with a higher income.I am attending graduate school at XXXX XXXX XXXX  full time and actively searching for a new job. However, the additional expense of tuition-related expenses has been tough to handle after losing the XXXX & XXXX XXXX XXXX XXXX XXXX Moreover, XXXX XXXX and XXXX XXXX were forced to lease a new vehicle when their well-maintained XXXX XXXX finally gave out in XXXX. 

In XXXX, we decided to pursue loan mitigation on our own in XXXX. Due to an apparent miscommunication via postal mail, we were told that we had missed the window for loan mitigation. As of XX/XX/XXXX, it became very difficult to meet the mounting expenses as a family. We had to cease mortgage payments at this time. On XX/XX/XXXX, we were informed that the loan was in default and that we had until XX/XX/XXXX, to cure the debt or foreclosure proceedings would be initiated. Once again, we decided to pursue loan mitigation, and another communication error with postal mail occurred. The company informed us that we had missed the window for mitigation, and that the foreclosure process could begin in XXXX. After consulting with a loan XXXX at XXXX XXXX on XX/XX/XXXX, we were advised that foreclosure should not have been initiated in such a short period of time ( only XXXX missed payments ). 

Once again, we decided to pursue the loan mitigation option and submitted documents to the mortgage company in XX/XX/XXXX. During this process, I changed the document delivery method from postal to electronic delivery ( a portal ), which seemed to speed up the process. Unfortunately, after several months of continuing to submit payroll and bank statements, there was a delay in processing the package. We kept receiving letters that indicated we were missing items and/or needed to update payroll and bank documents. Additionally, the mitigation department kept sending for an insurance income documentation for my mom. I drafted a letter that stated there was no such income, and submitted that through the portal. After consulting with the loan mitigation department via telephone call, we were advised to submit documents directly through an email address to speed up the process. We sent the missing documents again on XX/XX/XXXX. We felt confident that this speedier method would expedite the process and clear up any misunderstanding. 

Unfortunately, we were informed on XX/XX/XXXX, that we had missed the window again for loan mitigation due to the omission of an explanation of {$1100.00} of other monthly income on the application. This had never been addressed in ANY of the previous update letters. As a result, we have decided to seek assistance with CFPB.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation