Consumer complaint received 2026-06-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: CrossCountry Mortgage LLC
State: IL

Complaint narrative:
I am asking that a single XXXX late payment for the XX/XX/XXXX2024 cycle be removed from all three credit bureaus on my conventional mortgage. The XXXX late is the only negative item on the account. The account was current before, has been current since, and was placed on auto-pay as soon as I learned there had been a problem. I made my XX/XX/XXXX mortgage payment by phone on XX/XX/XXXX the due date. The servicer 's automated XXXX phone system confirmed the payment at the end of the call. I made my XX/XX/XXXX mortgage payment by phone on XX/XX/XXXX the due date. The XXXX system confirmed that payment too. As far as I knew, both months were paid on time. What I did not know is that the bank routing number associated with my XXXX phone payments was incorrect. Both payments were returned NSF the XXXX payment on XX/XX/XXXX and the XXXX payment on XX/XX/XXXX. I never learned this at the time, because every notice the servicer sent went somewhere I would never see it : a mailing address that was the property securing the loan, not my home address ; an email address that was not mine ; and a phone number that belonged to my former bookkeeper, who never told me any notices had come in. On XXXX XXXX, 2024, the servicer reported me 30 days late to all three credit bureaus. XXXX days later, on XXXX XXXX, 2024, the servicer finally located my actual phone number, called me, and for the first time I learned there was any problem with the account. Within ten minutes of getting off that call, I paid the entire delinquency in full {$6700.00} by phone. I enrolled in auto-pay XXXX weeks later and the account has been current ever since. On the XX/XX/XXXX call, I asked the representative why no one had contacted me earlier. She told me they did not have my phone number. I then asked her how she had reached me on that call. She told me they had located my number by searching for it online. The servicer 's own written response dated XX/XX/XXXX2024 ( signed by an XXXX XXXX XXXX ) describes the same action as a " skip trace '' a routine commercial database lookup. The servicer had a tool that located my actual contact information in minutes when they finally bothered to use it. They could have used that tool at any point during the preceding 30+ days. Instead they reported me 30 days late and only located me XXXX days after the credit damage was done. The XX/XX/XXXX2024 written response from the servicer affirmatively admits : Notices sent XX/XX/XXXX and XX/XX/XXXX went to the property address, not my actual mailing address. An emailed reminder on XXXX XXXX, 2024 went to an email address that is not mine. The phone number on file belonged to my former bookkeeper. On XXXX XXXX, 2024, after performing a skip trace, the servicer reached me and I paid in full the same day. This XXXX late does not reflect a borrower who could not or would not pay. It reflects a servicer who could not or would not contact the borrower. I made my XXXX payment on the first of the month. I made my XXXX payment on the first of the month. The servicer 's own XXXX system told me, in real time, that both payments had gone through. The servicer then sent every NSF notice to a property address I do not live at, an email address that is not mine, and a phone number belonging to a third party who never passed any of it on to me. The servicer reported me XXXX days late on XX/XX/XXXX2024 without ever once contacting me. When they finally located my correct phone number XXXX days later, I paid in full within ten minutes of the call. XXXX weeks later I was on auto-pay. I previously sent the servicer a Notice of Error in XXXX and received the XX/XX/XXXX written response described above. I sent the servicer a formal direct dispute under FCRA 1681s-2 ( a ) ( 8 ) ( D ) by certified mail on XXXX XXXX, 2026. I sent the credit reporting agency a dispute by certified mail on XX/XX/XXXX, which was rejected on XX/XX/XXXX, and sent a follow-up Method of Verification demand letter under FCRA 1681i ( a ) ( 6 ) ( B ) ( iii ) by certified mail on XX/XX/XXXX. Despite multiple attempts to resolve this directly, the servicer continues to report the inaccurate XXXX late payment. I am requesting that the servicer correct the credit reporting at XXXX, XXXX, and XXXX to remove the XXXX XXXX XXXX late payment, and that the servicer produce the call recordings for the XX/XX/XXXX and XX/XX/XXXX XXXX payment calls and the XX/XX/XXXX customer service call.

Company response to consumer: Closed with explanation