Consumer complaint received 2024-12-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CrossCountry Mortgage LLC
State: NJ

Complaint narrative:
Dear Consumer Financial Protection Bureau, here is an email that I sent Cross Country Mortgage, Insurance explaining the ordeal. 

Dear Cross Country Mortgage, See Attachment Please be advised that this email is in response to a letter I received on XX/XX/XXXX requesting PROOF OF HOME INSURANCE FOR THE MONTHS OF XX/XX/XXXX - XX/XX/XXXX IMMEDIATELY. 

Cross Country Mortgage/ Insurance , I would like to take this time to express the unprofessional and unjust behavior that I have experienced by your organization. Back around XXXX of XXXX, my wife and I entered a contractual agreement with your organization, by way of a mortgage, and in said agreement, XXXX XXXX XXXX was our chosen Home Insurance provider. Cross Country Mortgage, Insurance, you were responsible for paying my homeowner insurance policy Fast forward to the end of XXXX XXXX of XXXX, Cross Country Mortgage Insurance XXXX you failed to pay my home insurance policy, resulting in XXXX  XXXX XXXX canceling my home insurance. I, the consumer, found out that my home insurance was cancelled in XX/XX/XXXX after XXXX XXXX XXXX sent a check to my address with the cancellation information. I immediately contacted XXXX XXXX XXXX demanding answers to why my policy was cancelled and their response was, " XXXX XXXX your mortgage company Cross Country Mortgage paid your home insurance policy XXXX days late and we were forced to cancel your policy in XX/XX/XXXX ''. I then called " You '', Cross Country Mortgage Insurance, and informed you that my Homeowners Insurance policy had been canceled due to Your late payment. You then informed me that your organization attempted to reach out to XXXX XXXX XXXX for the updated insurance policy information and received said information in XXXX of XXXX and that's when you rendered payment. Cross Country Mortgage Insurance, you never reached out to me/ the homeowner requesting said information, despite your Standard Operating Procedures, instead, after my call to you in XX/XX/XXXX, you then send a letter stating that if I do not have homeowner Insurance XXXX will be place by you which will result in a higher cost! My wife and I worked tirelessly to obtain a replacement homeowner insurance policy, despite numerous companies denying us due to our lapse in our previous policy. Because of your actions, we had to purchase a policy that was double the cost of our original one and to add insult to injury you sent us a second letter stating that you need proof of insurance from XXXX to XX/XX/XXXX. 

Cross Country Mortgage Insurance : Federal law requires the servicer to make insurance payments on or before the deadline to avoid a penalty, as long as your mortgage payment is not more than 30 days overdue. This law also states that, " If your mortgage company 's late payments cause a lapse in your insurance coverage, they could be liable for any damages that would have been covered if your policy had remained in place. '' In closing, Cross Country Mortgage Insurance, it is very apparent that You are unwilling to bear any transparency in this situation, even after I communicated this information to numerous representatives/ supervisors and requested reimbursement, You are still unwilling to reimburse me for the difference in premium/ policy payments. Because of this fact, I am forced to report this to the Consumer Financial Protection Bureau, where I will be filing my official complaint in hopes of being made whole after your unjust practices that have resulted in financial hardship.

Company response to consumer: Closed with explanation