Consumer complaint received 2024-10-31 00:00:00
Product: Credit reporting or other personal consumer reports — Other personal consumer report
Issue: Problem with a company's investigation into an existing issue — Investigation took more than 30 days
Company: CrossCountry Mortgage LLC
State: CT

Complaint narrative:
Since XX/XX/XXXX, I have been subjected to a protracted campaign of unsolicited and intrusive communications from CrossCountry Mortgage, LLC ( CrossCountry ), totaling at least XXXX phone calls and XXXX text message. Each of these contacts was misdirected and intended for a third party named XXXX, with whom I have no connection. Despite my repeated efforts to inform CrossCountry of this error and to explicitly request the cessation of all communication, the company has disregarded every cease-and-desist request, thereby demonstrating a systemic lack of compliance with the Telephone Consumer Protection Act ( TCPA ), 47 U.S.C. 227, and related privacy statutes. 

On XX/XX/XXXX, the first call was placed, after which I promptly notified CrossCountry that it had reached the wrong individual. Between XX/XX/XXXX and XX/XX/XXXX, I issued XXXX verbal requests for the company to stop calling my number. Nevertheless, these requests were ignored, with further calls persisting over the following weeks. On XX/XX/XXXX, after being continually disregarded, I took the additional step of mailing a handwritten letter reiterating that they had the wrong person, requesting they cease contact immediately, and informing them that my number had been on the XXXX XXXX XXXX XXXX XXXX  since XXXX. 

In XXXX, faced with CrossCountrys ongoing disregard, I escalated my efforts by sending a certified Final Demand Letter on XX/XX/XXXX, which was received by CrossCountry on XX/XX/XXXX and subsequently forwarded to their legal department on XX/XX/XXXX. Despite this formal demand, CrossCountry continued to place calls, including on XXXX XXXX full XXXX days after receipt of my certified letter. This demonstrated a clear lack of internal control over their call lists, likely indicating reliance on automated dialing systems, which under the TCPA can not lawfully initiate calls without prior express consent. 

After additional calls persisted, I sent a formal Cease & Desist letter on XX/XX/XXXX, raising the demand for compensation and underscoring the willful nature of their non-compliance. CrossCountrys Customer Relations Manager responded on XX/XX/XXXX, claiming they could not immediately remove my number from their call list. In the same communication, they acknowledged my requests to cease and desist and admitted to using incorrect data, yet they proceeded to disclose further private information about XXXX, which I had neither requested nor required. Such disclosures constitute clear breaches of the Gramm-Leach-Bliley Act ( GLBA ), 15 U.S.C. 6801 et seq., which requires financial institutions to safeguard non-public personal information. CrossCountrys actions show a marked lack of adherence to federal privacy obligations, adding significant weight to the grievances raised herein.

Throughout this period, CrossCountrys persistent disregard for my lawful requests and their repeated invasions of my privacy have led to substantial emotional distress and financial repercussions. The unrelenting nature of these calls disrupted my personal life and caused financial harm by diverting time and resources needed for my daily responsibilities. I have documented call logs and certified mail receipts supporting the repeated nature of these violations, as well as records indicating CrossCountrys failure to comply with regulatory standards.

I formally request a comprehensive investigation into CrossCountry Mortgages non-compliant practices under the TCPA and GLBA, given the evident pattern of unsolicited contact, improper data handling, and disregard for consumer privacy rights. These actions not only reflect blatant non-compliance but underscore a fundamental lack of accountability within CrossCountrys data and consumer management protocols. The financial and emotional impact of these repeated violations warrants immediate regulatory scrutiny and enforcement action. I am prepared to provide detailed documentation and evidence of all interactions with CrossCountry Mortgage upon request.

Company response to consumer: Closed with explanation