Consumer complaint received 2026-02-17 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: CrossCountry Mortgage LLC
State: CA

Complaint narrative:
CFPB Complaint VA Loan Assumption Processing Delay Servicer : CrossCountry Mortgage Loan Type : VA-Guaranteed Mortgage 1. Nature of Complaint I am filing this complaint regarding unreasonable delay and inconsistent handling of my VA loan assumption request by CrossCountry Mortgage.

The loan is VA-guaranteed. I initiated an assumption request and have been actively submitting required documentation.

Despite this, the file has not progressed in a consistent or timely manner.

2. Inconsistent Timeline Representations Throughout the process, I have been given materially different completion timelines : 4575 days ( communicated multiple times, including by a
representative named XXXX ) 46 months 69 months ( as of XX/XX/year> ) Most recently, I was told it will take 15 days merely for a loan officer to contact the buyer.

These statements represent significant inconsistencies and indicate a lack of clear process governance.

I relied on earlier timeline representations in coordinating financial and real estate planning decisions.

3. Delay Due to Internal Disclosure Issue I was recently informed that the file can not move forward and that no loan officer will contact the buyer until a specific disclosure is addressed.

The result is a stated 15-day delay before initial buyer contact.

This appears to be an internal administrative or disclosure sequencing issue. Preventing buyer contact or file assignment due to internal disclosure handling is unreasonable, particularly when the delay creates foreseeable financial harm.

There is no clear explanation as to : Why buyer contact can not occur concurrently Why the file can not be assigned pending disclosure Why the process must pause entirely The delay appears operational rather than substantive.

4. Lack of Assignment / Case Ownership At this time : The file has not been assigned to a dedicated loan officer There is no consistent case manager Customer service representatives provide varying answers No written timeline confirmation has been provided The file appears to be sitting in intake without active management. 



5. Imminent Financial Harm The delay creates immediate and foreseeable financial risk : Tenant vacates XX/XX/year> Closing dependent on assumption is scheduled XX/XX/year> Failure to close timely creates risk of mortgage default Default would result in : Credit damage Financial instability Potential professional harm The delay is not theoretical it is tied to a specific deadline within 30 days.

6. VA Loan Context This is a VA-guaranteed mortgage.

Assumptions are permitted under federal law and servicing guidelines. While I understand underwriting review is required, an extended delay before assignment or buyer contact does not appear consistent with reasonable servicing standards.

A 69 month projected timeline for a VA assumption, particularly after prior shorter representations, raises concern regarding operational backlog and compliance with servicing obligations.

Company response to consumer: Closed with explanation