Consumer complaint received 2026-01-23 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Changes in loan terms during the application process
Company: CrossCountry Mortgage LLC
State: IN

Complaint narrative:
I am filing a complaint regarding repeated material changes to my mortgage Closing Disclosure, inconsistent written guidance from my loan officer, conflicting representations regarding VA entitlement, and resulting consumer harm during my transaction with CrossCountry Mortgage. 

During the final stages of my loan process, less than 5 business days before closing, my Closing Disclosure was revised multiple times ( 4 in total ). Every revision had material changes that significantly altered my loan terms and expected cash-to-close. The loan amount, based on underwritings VA entitlement calculations, changed repeatedly. In one business day, it changed from approximately {$650000.00} to {$650000.00}, then to back to {$670000.00}. They two days later, 3 business days before closing, the closing disclosure was revised a fourth time back to approximately {$650000.00}. Additionally, in the last change, my rate was increased without my consent or a discussion even though I had a valid rate lock. 

Throughout this period, my loan officer repeatedly represented in writing that the loan was effectively finalized and on track. I was told the disclosures were okay to authorize, that a Closing Disclosure was a very good estimate, that the rate was locked, and that we were still on track to close by XX/XX/XXXX. I relied on these representations when continuing with the transaction and planning my finances rather than pursuing other lending options. 

There was also inconsistent communication regarding my VA entitlement eligibility, which is a foundational requirement for this loan. After raising early concerns about entitlement sufficiency, I was repeatedly assured in writing that my VA entitlement had been confirmed, including statements that management and underwriting had reviewed and agreed on my eligibility. Despite these assurances, questions regarding my entitlement resurfaced later in the process, requiring additional confirmation after prior assurances had already been provided. Specifically, on XX/XX/XXXX, my max VA loan entitlement was found to be {$670000.00} based on XXXX  calculations. This amount was later reduced to approximately {$650000.00}, which increased my cash to close from {$880.00} to over {$17000.00}. 

I also repeatedly sought guidance on whether I should make my XXXX mortgage payment while loan timing remained uncertain. I was advised in writing to hold off on making the payment, and later told that as long as closing occurred before the end of the month, I would not need to make the payment. I specifically raised concerns about the risk of incurring a late fee and relied on the lenders guidance when managing my payment timing. 

Due to the repeated material disclosure changes, inconsistent guidance, and unresolved uncertainty regarding both loan terms and VA entitlement, I elected not to proceed with the loan prior to the anticipated closing date of XX/XX/XXXX. However, as a result of following the lenders written payment guidance, I incurred a late fee on my XXXX mortgage payment, which CrossCountry Mortgage stated it would not reimburse. 

As a result : My loan terms, eligibility assurances, and cash-to-close expectations repeatedly changed I relied on written representations that later proved unstable I incurred a late fee after following lender guidance I experienced significant wasted time and avoidable financial stress While I understand that disclosures may be revised and eligibility reviewed, the frequency, inconsistency, and timing of these changescombined with repeated assurances of finalityprevented me from making informed decisions and undermined my trust in the accuracy of the disclosures and guidance provided. I had started the loan process with Cross Country on XX/XX/XXXX and put significant time and effort into meeting the requirements to refinance my mortgage. I placed significant emotional, financial, and ethical trust in their company which was violated during the underwriting and closing disclosure process.

Company response to consumer: Closed with explanation