Consumer complaint received 2025-11-13 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CrossCountry Mortgage LLC
State: WA

Complaint narrative:
CrossCountry Mortgage improperly disbursed {$1100.00} from my escrow account to a homeowners association ( XXXX XXXX XXXX  HOA ) on XX/XX/XXXX, without authorization and without verifying any legal obligation, XXXX, or assessment. This payment was made despite prior written disputes and despite the HOA being under active review for missing financial records. 

Beginning in XX/XX/XXXX, I notified the servicer in writing that the HOAs accounting was disputed and that no verified financial records existed. From XX/XX/XXXX through XX/XX/XXXX, I submitted multiple written disputes and formal Notices of Error under RESPA ( 12 U.S.C. 2605 and 12 C.F.R. 1024.35 ), informing the servicer that : the HOA had no verified ledger, no lawful XXXX existed, financial records from XXXX were missing, and the XXXX was subject to state-level complaints and investigation. 

On XX/XX/XXXX, the servicer unilaterally classified a phone call as a request for assistance and later used this as justification to pay the HOA. I clarified on XX/XX/XXXX that I did not authorize any payment and that the XXXX had provided no evidence of any amount owed. 

Despite multiple written Notices of Error, CrossCountry Mortgage issued three resolution letters dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, each containing false information and refusing to correct the error. On XX/XX/XXXX, the servicer issued a Final Resolution Letter again refusing reimbursement and citing incorrect interpretations of Washington law.

The servicer continues to violate : 12 U.S.C. 2605 ( k ) ( misapplication of escrow funds ), 12 C.F.R. 1024.17 ( failure to administer escrow properly ), 12 C.F.R. 1024.35 ( e ) ( failure to correct a servicing error ), and applicable VA
mortgage servicing standards.

I have already notified : the Washington State Attorney General ( file on record ), the Washington State Department of Financial Institutions, and the U.S. Department of Veterans Affairs ( Loan Technician assigned and reviewing ).

Both the HOA and the mortgage servicer have provided inconsistent information, missing records, and in some cases statements that conflict with state and federal law. The HOAs financial documentation is incomplete or missing, and the servicer continues to rely on unverified information when handling my escrow account. 

If the CFPB needs emails, documents, timelines, screenshots, or any additional supporting evidence, I can provide it immediately. I have extensive documentation showing the servicers noncompliance, the HOAs missing records, and the pattern of inaccurate statements made by both entities. All evidence is available for review, and the violations are serious, well-documented, and warrant enforcement.

I am requesting that the CFPB require the servicer to : 1. Reimburse the {$1100.00} misapplied escrow disbursement ; 2. Correct the escrow account balance ; 3. Provide written confirmation that no further HOA payments will be made without verified legal authority ; and 4. Ensure future servicing complies with RESPA, Regulation X, and VA requirements. 

Due to the size and volume of documentation supporting this complaint, I am only able to upload a limited portion of the evidence to this portal. I have extensive additional recordsincluding emails, Notices of Error, written responses from the servicer, HOA financial documents, state agency correspondence, call logs, timelines, and supporting attachmentsthat exceed the file-size limitations of the system. 

If the CFPB needs the full set of materials, I am prepared to immediately provide everything through email or an alternate method of submission. The complete documentation is critical to understanding the scope of the servicers violations and the impact on my VA-backed mortgage.

Company response to consumer: Closed with explanation