Consumer complaint received 2023-10-30 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: FL

Complaint narrative:
XXXX XXXX XX/XX/XXXX Cross Country Mortgage, XXXX XXXX : Customer Service XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, IL XXXX RE : Loan Number : XXXX Response to CFPB Case Number : XXXX Dear Cross Country Mortgage, I am writing in response to your letter dated XX/XX/XXXX, regarding my concerns and requests for restitution due to the adverse impact on my credit score resulting from the mishandling of my forbearance arrangement. 

First and foremost, I would like to acknowledge the date of your letter and the reference numbers provided for the sake of clarity. 

Regarding your initial assertion, you mentioned that on XX/XX/XXXX, I contacted your Loss Mitigation Department and informed them that a natural disaster, Hurricane Ian, had affected my property and the XXXX, FL. region at large. This led to my real estate business facing significant challenges. As our region was declared a disaster zone by FEMA, I became aware of the possibility of a forbearance arrangement to alleviate financial strain. Consequently, I reached out to your Loss Mitigation Department seeking guidance in navigating this process. 

During our interactions, I distinctly recall being reassured by your representatives on multiple occasions that my credit would not be adversely affected. To substantiate my claims, I formally request that the recorded conversation between me and your Loss Mitigation Department be subpoenaed as crucial evidence in this matter. 

Furthermore, I would like to understand why, on XX/XX/XXXX, I was not informed about the necessity of submitting a Loss Mitigation Package. Could you please verify if your records indicate those instructions given by your loss mitigation specialist on that day? Do you have records of providing a digital or mailed loss mitigation package initiated on XX/XX/XXXX when I requested forbearance? 

Unfortunately, the lack of clear guidance from your department on that day resulted in the mismanagement of my forbearance request. Your Loss Mitigation Department informed me that everything was in order with a temporary stop of payment, i.e., forbearance, and that payments should resume timely on XX/XX/XXXX. On multiple occasions, I inquired if my credit was at risk during this process, and your Loss Mitigation Department assured me that it would not be affected. I kindly request that you subpoena the recordings of these conversations as evidence. 

It was only in XX/XX/XXXX, when I reached out to reinstate my payments, that the paperwork for my forbearance process commenced. At that time, your records indicated no prior knowledge of my forbearance request. Regrettably, this delay in providing clear instructions led to 90 days of late payments and a subsequent negative impact on my credit score, as you mentioned in your response. 

Regarding your statement about my loan 's approval for a deferral in XX/XX/XXXX, with a verbal agreement reached on XX/XX/XXXX, I must raise questions about the options presented to me on that day. Specifically, why was I not informed about the requirement to submit a Loss Mitigation Package during our initial contact on XX/XX/XXXX? This crucial omission resulted in confusion about the necessary steps I should take. It was only in XX/XX/XXXX that you began the paperwork for my forbearance process. Notably, this was the same time when late payments were first reported to credit bureaus. 

It was when I received the loss mitigation package stamped on XX/XX/XXXX ( see exhibit ) when my forbearance process began, I started receiving notice of default with the threat of foreclosure, and my credit plunged to XXXX FICO. All of this occurred due to the mishandling of my forbearance process. Please provide evidence to the contrary. 

I respectfully reiterate my request for restitution for the time lost due to the mishandling of my case. It is essential to stress that I am not seeking compensation to which I am not entitled ; rather, I am seeking redress for the time that was unnecessarily consumed due to the mishandling of my case. 

Furthermore, I am an advocate of equal housing opportunities, certified in XXXX XXXX, and the CEO of XXXX XXXX XXXX. I strongly believe that the issues I have encountered warrant the attention of the Consumer Financial Protection Bureau ( CFPB ) to investigate the operations and communication departments of Cross-Country Mortgage, LLC, including the Cross Country Customer Service Department, Loss Mitigation Department, and XXXX XXXX, the servicing arm of Cross Country. 

My experience demonstrates credit discrimination in Cross CountryXXXX XXXX  XXXXs mishandling of my case by not providing the proper instructions, threating with notice of default and foreclosure action, creating significant damage to my credit, putting me and my family in financial risk due to your flawed processes. 

It is my belief that my case serves as a clear example of larger problems within your organization that may be adversely affecting other individuals. A case in point of your faulty operation and communication faults is the recent communication error, where I received a letter addressed to a customer named XXXX XXXX ( see attached ). This further underscores the misalignment and malfunction of your automation systems. Do I have to provide more evidence to support my point?

While I have endeavored to navigate the challenges presented by your company, it has not been without significant consequences for my credit score and the time I have had to invest in dealing with unnecessary paperwork. My request for restitution remains unchanged. This time represents a substantial loss and disruption in my life that I believe warrants fair compensation. 

In conclusion, I believe that this response comprehensively addresses the concerns outlined in your CFPB correspondence. I respectfully request that the recording of my conversations with your Loss Mitigation Department be subpoenaed by the CFPB for a thorough investigation. This request is not only pertinent to my case but also crucial to ensuring that others do not encounter similar difficulties. 

If you require any clarification, have additional questions, or need further assistance, please do not hesitate to contact me. I am committed to achieving a swift resolution to these matters. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation