Consumer complaint received 2024-06-18 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: CrossCountry Mortgage LLC
State: MN

Complaint narrative:
My client started working with this company about XXXX  years ago. He took some time off and then about XXXX  months or so ago decided to start the process again.

He worked with the loan officer to make a plan to not sell his home first and to do a recast of his mortgage after closing. He was doing a VA loan which I have found out since can not have a recast because it is a government loan. He planned on selling his home after purchasing so as to not have to rush his buying process because of this information. 

As the transaction went on he felt uncomfortable with the lender and their processes. He decided to switch lenders and formally withdrew by email and requested the appraisal be transferred to the new lender on Friday XX/XX/XXXX at XXXX XXXX. 

By XXXX the new lender had requested the appraisal and sent payment for it, I believe. 

At XXXX the lender sent a text to me, my client and to her assistant saying he needed to formally withdraw which he had already done and she had responded to in email at XXXX am. She also sent a screenshot of a text trying to prove that she was a major reason his offer was accepted. She also used manipulation in the text to continue a conversation with the client on the premise she has XXXX sons who are military and therefore he should respond to her. 

She also stated that not all lenders will allow a recast as a way to get him back into conversation with her. 

I responded at XXXX saying the new lender would be paying for the appraisal and there didnt seem to be anything else to respond to. 

She text back at XXXX stating that I was steering my client and that this had happened before with another client of mine a couple years ago. Which is true. Another client that I was working with withdrew from her services in the middle of a transaction in which she lied to him about the cost savings and was very rude and unprofessional with him. 

She also stated my actions were illegal. 

The new lender, the buyer, myself and the listing agent have all requested the appraisal yet still dont have it. She kept pushing hard to have the client call her to talk to her to get it released. She has emailed called and text the client multiple times in an effort to save the deal for herself. 

My client reached out to me at XXXX on XXXX  the XXXX to let me know he is unable to do a recast of the loan with the new lender. Or any lender for that fact because it is a government loan. This was never disclosed to the client and neither were the options that if he put more money down that his VA fee would be almost XXXX less. The plan given to him was not a viable plan to start becuase he could not recast the loan. 

Had he been made aware of this he may have chosen to sell his home first or get a different loan product that would fit his needs better. 

The manipulation, scare tactics and harassment of the client and myself are completely unprofessional and there is a pattern of behavior here with 2 clients of mine.

She continues to try to move the deal to closing by sending the CD to the client even after all of this.

Company response to consumer: Closed with explanation