Consumer complaint received 2025-07-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: CrossCountry Mortgage LLC
State: WI

Complaint narrative:
Lender assigned to my client was XXXX XXXX of Cross Country Mortgage. XXXX was difficult to communicate with right from the start. He repeatedly ignored emails from my team as well as the title office asking for information. He didn't respond to emails, phone calls or texts. We were set to close on XX/XX/year> and the very first email I got from XXXX XXXX stated " buyers have a very clean profile, so no issues meeting the closing date ''. When the appraisal came back XXXX under value I noticed the the appraiser had the purchase price incorrect. I called XXXX XXXX and let him know this information, he said he would get it corrected and it wouldn't delay closing. Not sure why the lender didn't notice this error himself, but that's beside XXXX XXXX. The week prior to our set close date the title office reached out to XXXX XXXX just about every day with emails asking for for the final numbers and the clear to close. He failed to respond every single time. On the day of closing we continuously reached out to him with no response. My buyers missed their closing that day because the lender was not ready, we did not have the clear to close, and he would not respond to any of us. The following day he sent a text to the buyers stating they had the clear to close. We set a closing appointment for XXXX. The title office reached out to him multiple times that day asking for the closing packet. They let him know the buyers took off work and were closing at XXXX. Nothing. He sent an email at one point stating he would send the final docs ASAP. At approximately XXXX he finally sent what they needed to close. He still had yet to send the loan commitment letter to my team. Today, two days after we were supposed to close, I called, texted and emailed him asking for the loan commitment because he has been ignoring my transaction coordinator who has been asking constantly for that information. He finally sent it via email a few hours later. 
While at closing the buyers and title realized the buyers were given different numbers from the lender than title was provided. The lender failed to send the correct closing numbers to the buyer prior to close. My buyers are beyond disappointed in this process and have let me know they will be requesting to have XXXX XXXX removed from their file immediately. 
XXXX XXXX 's clear lack of respect for our team, the title office and the buyers in this situation has wasted the time of several people. My buyers used their XXXX to take off work on the day of their closing and the following day, and it was all for nothing because they didn't close until the end of day the day AFTER they were supposed to close. He failed to communicate with ANYONE on this matter. I have never in my career dealt with someone so terrible at communication. We attempted calling his office several times as well and got nowhere. I would like to see XXXX XXXX held accountable for his unacceptable work in this transaction.

Company response to consumer: Closed with explanation