Consumer complaint received 2026-03-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CrossCountry Mortgage LLC
State: CA

Complaint narrative:
XXXX XXXX, Your prior responsesincluding your XX/XX/XXXX letter and your XX/XX/XXXX correspondence issued in response to my CFPB complaintcontinue to fail to address the core issues raised in my Notice of Error. Your position that the loan transferred to CrossCountry Mortgage with late fees and an escrow ( impound ) account, and that CrossCountry will simply continue those conditions, is wholly inadequate and does not respond to the documented servicing errors of the prior servicer. Late Fees Failure to Address Prior Servicer Error Your response again fails to directly address the fact that the late fees assessed on this account were improperly charged and thatXX/XX/XXXX the prior servicer, acknowledged those issues and agreed that such fees should be removed. Instead, you state that the late fees transferred with the loan and therefore will remain. This is not a response to the issue raised. A servicer may not refuse to investigate or correct improper charges simply because they originated with a prior servicer. Your position reflects a failure to review the servicing history and a failure to comply with your obligations under RESPA to investigate and correct servicing errors after receiving notice. Escrow/ Impound Account Continuing Failure to Investigate You again state that the loan transferred with an escrow account and that CrossCountry will maintain that escrow account for a period of XXXX years. That statement ignores the underlying facts, which were clearly documented and previously provided : The loan was not originally structured with an escrow account. Property taxes and insurance were historically paid directly by me. XX/XX/XXXX imposed the escrow account only after making a tax disbursement. XX/XX/XXXXXX/XX/XXXX issued a written response confirming the escrow shortage and providing a mechanism for curing the shortage and removing the escrow account. Despite having that documentation in your file, CrossCountry has refused to review the circumstances that created the escrow account and instead relies solely on the fact that the loan transferred with escrow in place. That is not a reasonable investigation. Escrow Calculations Demonstrably Incorrect Your responses further demonstrate that CrossCountry has not meaningfully reviewed the escrow account because the escrow amounts being billed are objectively incorrect. XX/XX/XXXX Payment The XX/XX/XXXX invoice issued by CrossCountry reflects : Principal and Interest : {$3600.00} Escrow ( Impound ) : {$2500.00} This results in an annual escrow collection of : {$2500.00} XXXXXX/XX/XXXX {$30000.00} However, the actual annual obligations are : Property Taxes ( XXXX ) : {$18000.00} Homeowners Insurance : {$6700.00} Total : {$25000.00} This results in an overcharge of : {$30000.00} {$25000.00} XX/XX/XXXX{$4800.00} CrossCountrys XX/XX/XXXX Position Your XX/XX/XXXX response states that homeowners insurance is not being escrowed, and that the only escrowed item is the XXXX XXXX property tax. If that is true, then the escrow billing is even more problematic. Because if only property taxes are escrowed, the annual required amount is : {$18000.00} Yet under the XXXX billing, CrossCountry was collecting : {$30000.00} Which means CrossCountry was overcollecting escrow by : {$30000.00} {$18000.00} XX/XX/XXXX {$11000.00} XX/XX/XXXX Escrow Adjustment You then performed an escrow analysis and adjusted the monthly escrow amount to {$1900.00}. Even after that analysis, the numbers remain incorrect : {$1900.00} XXXXXX/XX/XXXX {$23000.00} {$23000.00} {$18000.00} XX/XX/XXXX {$4500.00} overage This overage exists after CrossCountry claims to have completed an escrow analysis. Conclusion from the Escrow Analysis These figures demonstrate that : XXXX. The escrow account has not been properly analyzed. XXXX. The projected disbursements are incorrect. XXXX. The shortage and payment amounts are artificially inflated. This is not a matter of disagreementit is a matter of basic arithmetic. Servicing Transfer Failure to Review Prior Servicer Resolution You continue to rely on the statement that the loan transferred with an escrow account. That is correctbut incomplete. What your responses fail to acknowledge is that XX/XX/XXXX had already addressed the issue and provided a resolution prior to the transfer. XX/XX/XXXX issued a written response confirming : the escrow shortage the basis for the escrow account the option to cure the shortage and remove escrow Before that resolution could be completed, servicing was transferred. It is therefore illogical and improper for CrossCountry to : rely on the existence of escrow at the moment of transfer, while simultaneously refusing to review the circumstances that created the escrow account and the resolution already in progress. This reflects a failure to reconcile the prior servicers records and a failure to ensure continuity of servicing information. RESPA Violations Your responses demonstrate noncompliance with RESPA and Regulation XX/XX/XXXX, including but not limited to : XXXXXX/XX/XXXXXXXX ( XXXX ) failure to conduct a reasonable investigation XXXX XXXX. XXXX ( XXXX ) failure to respond adequately to a Notice of Error XXXX XXXX. XXXX ( b ) ( XXXX ) - ( XXXX ) failure to maintain policies ensuring accurate servicing transfer and correction of errors XXXX XXXX. XXXX improper escrow analysis and administration Your statement that no error occurred is not supported by the servicing history, your own escrow calculations, or the documentation already contained in your file. Request for Action Accordingly, I request that CrossCountry Mortgage : XXXX. Remove all improperly assessed late fees. XXXX. Correct the escrow account to reflect accurate tax obligations only. XXXX. Reconcile the escrow account in light of the prior servicers acknowledged errors. XXXX Review and implement the resolution previously offered by XXXXXX/XX/XXXX regarding removal of the escrow account. If CrossCountry Mortgage determines that no error occurred, please provide the specific factual and contractual basis for that determination, including identification of the loan documents, servicing records, and escrow analyses relied upon, as required under XXXXXX/XX/XXXXXXXX ( XXXX ) ( XXXX ) (XX/XX/XXXX ) ( B ). Final Note At this point, your XX/XX/XXXX2026 response serves as further evidence that a meaningful review has not been conducted. The continued reliance on transfer status alone, while ignoring the documented servicing history and demonstrable calculation errors, is not consistent with your obligations under RESPA. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation