Consumer complaint received 2024-10-31 00:00:00
Product: Mortgage — FHA mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: CrossCountry Mortgage LLC
State: MA

Complaint narrative:
When I applied for Homeloan mod/loss mitigation around XX/XX/XXXX, I was not behind in my mortgage. I was struggling to pay it and I had a hardship and requested help. on XX/XX/XXXX I was approved for a 4 month trial from the loss mitigation department. My payments went down from approximately XXXX to XXXX. I was told by loss mitigation customer department that if I paid {$1800.00} on time for the next four months they will then move forward with modifying my loan. I did the four months which I believe was for XX/XX/XXXX through XX/XX/XXXX. I received a letter stating I completed the trial period and to continue paying {$1800.00} to the loss mit department until final docs are produced. Every month I paid my mortgage within 30 days to loss mit who sent my payments to Crosscountry. Every month when I paid my mortgage I would ask the rep for the closing docs and every month they would escalate my calls and emails in which the docs were never produced. Around about XXXX or XXXX of XXXX Loss mit contacted me stating they will have to raise my mortgage up to approximately XXXX dollars because my property tax has not been paid. I asked why not, it's rolled into my loan. The rep told me that because I never signed closing docs they weren't paying the property tax and because it was never signed they will fix my loan but I am no longer eligible for the hardship program. I told the manger that they never sent closing docs and to please review each call each month to see how I requested and it was never produced. The manager went back and forth with me for several months sending different agreements for me to sign which I continuously disputed. By XXXX of XXXX the rep told me that they can not offer me any other options other than a partial claim and if I don't sign it they will foreclose on my home. I was pressured into signing the agreement for approximately XXXX per month beginning XX/XX/XXXX. I paid additional amounts in I believe XXXX and XXXX before getting the actual paper work basing it on the managers request for me to pay the certain amount that she stated until I got my closing docs. I asked why am I out of the program and they couldn't explain it. 

Several months later which was approximately XXXX of XXXX and I tried to apply for HELOC. I was denied stating cross-country has reported 120 days late payment for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I was told I would have to go to Loss mitigation and have them correct it. I sent proof from my bank statements to loss mit showing I was never 120 days late. They wrote back stating my loan was transferred back to cross-country on ( I believe ) XX/XX/XXXX, but the paperwork wasn't signed and finalized until XX/XX/XXXX ( unsure of approximate date I have paperwork ). They stated for me to send them my credit report showing the delinquencies and any proof of payments. I did that and again they came back explaining what happened and requested I send proof again. They also sent a ledger of my payments and I can't understand it. I have filed a report with the credit bureau who said they updated the info. Loss mitigation held my XXXX, XXXX, XXXX, and XXXX payment until they finished with all the paper work. They should have sent my payments accordingly whereas I paid within the 30 days. I ask for them to remove this off my report so I can get a loan to pay off my bills whereas they unrightfully forced me out of the program. I paid accordingly to loss mitigation. It was Loss mitigations responsibility to send to Crosscountry on time. I also want to know why paperwork wasn't produced why was I kicked out of the program. Why was it so hard to speak to someone about my loan problems with loss mitigation.

Company response to consumer: Closed with explanation