Consumer complaint received 2023-11-29 00:00:00
Product: Mortgage — Conventional home 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: TX

Complaint narrative:
CROSS COUNTRY MORTGAGE IS A FRAUD. TO BEGIN WITH, LET 'S START WITH THE FIRST ISSUE. I APPLIED FOR HARDSHIP ASSISTANCE THROUGH THE LENDER AS I HAD A CHANGE IN MY INCOME STATUS AS WELL AS MY MARITAL STATUS. HOWEVER, THEY CAME BACK WITH A VERY RIDICULOUS OFFER IN WHICH I DECLINED AND NEVER ACCEPTED. THE COMPANY STILL WENT AHEAD AND REPORTED TO THE CREDIT BUREAUS THAT I AM ON A LOAN MODIFICATION PROGRAM WHICH HAS RUINED MY CREDIT AND TO THIS DATE, THEY HAVE REFUSED TO FIX THIS ERROR. THIS WAS REPORTED ON XX/XX/XXXX FOR THE MONTH OF XXXX HOWEVER I DECLINED THE OFFER IN XXXX AND ON THEIR LETTER IT STATES THAT I HAVE 14 DAYS FROM THE DATE OF THE LETTER TO RESPOND AND I MUST SIGN LOAN MOD DOCUMENTS TO ACCEPT THIS OFFER. NEITHER OF WHICH HAPPENED AND THE COMPANY STILL ILLEGALLY REPORTED FALSELY TO THE BUREAUS THAT I DID. I AM NOW FILING A SUIT AGAINST THEM FOR VIOLATING THE FAIR CREDIT REPORTING ACT FOR THIS MATTER. NOW THE MAJOR ISSUE IS THAT I APPLIED FOR TEXAS STATE HOMEOWNER ASSISTANCE PROGRAM. AFTER FINALLY BEING APPROVED AND THE STATE SENDING THEM THE INITIAL PAYMENT OF {$14000.00} ON XX/XX/XXXX VIA ACH/WIRE WHICH IS TO COVER ALL PAST DUE FEES, THE HAZARD INSURANCE THEY GOT FOR ME AND ILLEGALLY OPENED AN ESCROW FOR SINCE I AM NOT SUPPOSED TO HAVE ONE DUE TO THE FACT THAT I PUT 20 % DOWN SPECIFICALLY TO AVOID AN ESCROW, AND XXXX AND XXXX 'S PAYMENT PLUS ANY OTHER PAST DUES THEY REPORTED. PLEASE NOTE THAT I WAS NEVER BEHIND ON MY REGULAR MONTHLY PAYMENTS, I ONLY HAD LATE FEES I HAD INCURRED AND THIS HAZARD INSURANCE IN WHICH AN ESCROW ACCOUNT WAS OPENED FOR WHICH THEY NEVER SHOULD HAVE. ON XX/XX/XXXX, I SENT THEIR LOSS MITIGATION DEPARTMENT AN EMAIL CONFIRMING THAT THE PAYMENT OF {$14000.00} WAS SENT OUT BY THE ASSISTANCE PROGRAM ON XX/XX/XXXX AND TO ENSURE THAT THE PAYMENT IS APPLIED CORRECTLY INCLUDING PAYING OFF THE HAZARD INSURANCE CLOSING OUT THE ESCROW AND BRINGING MY REGULAR MONTHLY PAYMENT BACK TO THE {$2800.00} I WAS PAYING VERSUS THE {$3600.00} THEY INCREASED IT TO DUE TO THE ILLEGAL ESCROW ACCOUNT THEY OPENED FOR THE HAZARD INSURANCE. AS SOON AS I SENT THAT EMAIL, THE VERY NEXT DAY THE MORTGAGE COMPANY BLOCKED MY ONLINE ACCESS AND I AM NO LONGER ABLE TO SEE MY ACCOUNT ONLINE. I HAVE NO VISIBILITY AS TO WHAT THEY ARE DOING TO MY ACCOUNT, HOW THEY ARE APPLYING THESE PAYMENTS, WHETHER THEY ARE DOING THINGS CORRECTLY OR ANYTHING. WHEN I REACHED OUT TO THEM ON XX/XX/XXXX, THEY ADVISED ME THAT SUPPOSEDLY IT WAS THE ASSISTANCE PROGRAM THAT REQUESTED THEY BLOCK ME FROM ACCESSING MY ACCOUNT WHILE I'M IN THE PROGRAM. I ASKED MY CASE WORKER AT THIS PROGRAM AND SHE HAD NEVER HEARD OF THIS. NO LENDER SHOULD HAVE THE RIGHT TO BLOCK A LOAN HOLDER FROM BEING ABLE TO VIEW THEIR ACCOUNT ONLINE OR SEEING WHAT CHANGES THE LENDER IS MAKING ON THEIR ACCOUNT. THIS COMPANY IS VERY SUSPICIOUS AND I HAVE A VERY STRONG FEELING THAT THEY ARE GOING TO MISAPPLY THESE PAYMENTS ON PURPOSE AND KEEP THE ESCROW OPEN IN ORDER TO CONTINUE TO FORCE ME TO PAY THE HIGHER MONTHLY PAYMENT WHEN THE ASSISTANCE PROGRAM GAVE THEM THE MONEY TO PAY FOR THE HAZARD INSURANCE. THE TOTAL AMOUNT DUE FOR THE HAZARD INSUANCE IS {$3900.00}. THIS COMPANY DEFINITELY NEEDS TO BE LOOKED INTO AS THEY CONDUCT ILLEGAL ACTIVITIES BEHIND THE SCENES AND TO BLOCK A CONSUMER FROM ACCESSING THEIR ACCOUNT ONLINE BECAUSE I QUESTIONED ON HOW THEY APPLIED THE PAYMENT SHOULD BE ILLEGAL. I HAVE EVERY RIGHT TO VIEW MY ACCOUNT ONLINE AND SEE WHAT THEY ARE DOING. I REQUESTED A SUPEVISOR TO CALL ME AND THEY NEVER DID. I SENT THEM AN EMAIL ON MONDAY AND TO THIS DATE, NO RESPONSE BUT YET AGAIN THEY NEVER RESPOND TO EMAILS AS THEY NEVER RESPONDED TO MY EMAILS FOR THEIR FALSELY REPORTING THAT I WAS ON A PARTIAL PAYMENT PLAN WITH THEM TO THE CREDIT BUREAUS. THEY ARE ABUSING THEIR POWER AS A LENDER AND SHOULD BE PROSECUTED AND FINED. I WANT THEM TO REMOVE THE BLOCK SO THAT I AM ABLE TO VIEW MY ACCOUNT AGAIN.

Company response to consumer: Closed with explanation