Consumer complaint received 2025-12-18 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CrossCountry Mortgage LLC
State: GA

Complaint narrative:
Company : Cross Country Mortgage Issue Type : Escrow / Property Tax Payment Error Account Type : Mortgage Servicing I am filing this complaint regarding repeated escrow servicing failures by Cross Country Mortgage that have resulted in my property taxes being paid late two consecutive years, despite ample notice, multiple contacts, and explicit guarantees of on-time payment. 

XXXX Tax Payment Failure In XXXX, Cross Country Mortgage incorrectly loaded my loan into its servicing system and failed to account for the fact that my mortgage covered two property tax parcels. Because of this error, my property taxes were not paid by the due date of XX/XX/XXXX, and were instead paid late on XX/XX/XXXX. It took over a month of repeated outreach and a formal Notice of XXXX to resolve this issue. 

XXXX Tax Payment Failure In XXXX, the two parcels were officially merged by the county into one. On XX/XX/XXXX, I contacted Cross Country Mortgage and a servicing ticket was opened to update the loan and ensure taxes would be paid on time. I was explicitly told this process would take XXXX business days and that my taxes would be paid by XX/XX/XXXX. 

I contacted Cross Country Mortgage again on XX/XX/XXXX, and the ticket was escalated. I was again guaranteed that my property taxes would be paid by the due date. 

Despite these assurances, no progress was made. 

On XX/XX/XXXX, after multiple unsuccessful attempts to obtain updates, I contacted Cross Country Mortgage via chat. The representative could not tell me : What steps had been taken to verify the tax amount When the county was last contacted What amount would be paid When payment would be made I was also told that Cross Country Mortgage would not provide me with copies of any tax documentation associated with my loan. 

After escalating to a supervisor on XX/XX/XXXX, the supervisor was able to independently confirm : The parcels had already been merged The tax amount due ( {$460.00} ) The county information was readily available online Despite this, the supervisor advised it would still take XXXX additional business days to process. 

On XX/XX/XXXX, I was informed that the matter had been escalated to XXXX, Cross Country Mortgages tax processor, and that it would now take an additional XXXX business days, making another late tax payment unavoidable. 

Pattern of Servicing Failures This represents the second consecutive year Cross Country Mortgage has failed to pay my property taxes on time due to internal errors and inadequate servicing. Despite repeated assurances, escalation requests, and clear documentation availability, no timely action was taken. 

Impact and Harm Risk of penalties and interest Repeated stress and time spent resolving errors Loss of confidence in escrow management Potential credit and lien implications due to late tax payments Requested Resolution I am requesting : A full investigation into Cross Country Mortgages escrow and tax servicing practices Written confirmation that all penalties and fees will be paid by the servicer Corrective action to ensure this does not occur again Confirmation that my escrow account is now properly configured Improved transparency regarding tax documentation and servicing actions I have attached chat transcripts documenting these issues, guarantees made, and lack of follow-through.

Company response to consumer: Closed with explanation