Consumer complaint received 2026-01-07 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: CrossCountry Mortgage LLC
State: NC

Complaint narrative:
When I closed on my mortgage it was originally with XXXX XXXX. At that time I had money to use on closing costs and opted to pre-pay part of my interest with a " XXXX Buy-Down '' program. This paid a portion of the interest on my mortgage in advance. The amount paid up front for this was {$5000.00}. In addition to this, I am paying the remaining interest on my mortgage each month. In XXXX, CrossCountry Mortgage took over my mortgage. They have been mis-applying my pre-paid interest as " government subsidy '' When I called CrossCountry on XX/XX/XXXX, to tell them what they had done, and that I needed it corrected. The reason I needed this corrected is because when the XXXX is issued, the total i paid in interest needs to be accurately reflected so I can properly file it on my taxes. Interest is tax deductible, Government subsidies are not. The person I spoke with looked up my buydown agreement and said, yes, it was a buy-down of interest, not a government subsidy, and that was their error. She opened a ticket and told me that it should be resolved by XX/XX/XXXX. I was satisfied with that and waited. On XX/XX/XXXX I received my next statement and it was still incorrect. So I called Cross Country again, and this time the person I spoke with was pretty agitated, didn't understand what I was asking for, then told me that the previous ticket was closed because the amount was the same - so they weren't going to correct the Miscatagorization. I explained again that I wasn't disputing the amount- I was disputing the fact that this was INTEREST PAID at my closing- not a government subsidy - not something I depended on as a gift form the USA, but money that * I * chose to have applied to my * INTEREST * which again, is Tax Deductible. I needed it properly recorded on my XXXX so I can file my taxes correctly. I was met with a barrage of " well I don't know how I'm supposed to do it '' and " how do you know it wont be on your XXXX '' and I explained to her that government subsidies are not reported on XXXX forms - only paid interest is reported on a XXXX she kept snapping back with " how do you know that? You don't have your XXXX yet - so how do you know that? '' I explained that I needed it fixed before the XXXX was issued which they should have done back in XXXX. She continued to be argumentative. This went back and forth until I told her that I needed an address where I can send a certified letter of complaint - which I would also forward to the FTC. A this point the rep on the phone then just told me to look at my statement- but we discussed that I can't send a certified letter to a PO box - after a few more moments she did provide me ( begrudgingly ) with a physical address. At the end, I asked if there was a way I could request a copy of the recorded conversations from BOTH calls and I was told that I would not be able to have that information. 

My concern here is the fact that a national mortgage company - knows the laws ( or should, anyway ) and they MUST correct the error, Especially when it involves adversely affecting my personal taxes, and how this money is reported to the United States Government. 

The refusal to correct this error is unacceptable and I need an advocate to help them to understand that they need to make this right, and sooner rather than later. They have until XX/XX/XXXX to issue complete and correct tax documents. and they are planning to knowingly issue an incorrect tax document. 
-Now, correct me if I am wrong, but isn't that FRAUD? 

I will sincerely appreciate any help I can get in this matter. I am hoping it won't end up being a lengthy, difficult process. I am happy to provide copies of my buydown agreement, and the incorrect statements. I just do not want them published online.

Company response to consumer: Closed with explanation