Consumer complaint received 2023-12-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: CrossCountry Mortgage LLC
State: TX

Complaint narrative:
CrossCountry Mortgage claims that the {$14000.00} they received from the TXHAF program was applied towards XXXX, XXXX and XX/XX/2024 as well as {$3900.00} towards the escrow they opened due to hazard insurance they purchased on my behalf. This information is false as that is not what they portrayed to the program coordinator at TXHAF and this is not how it was supposed to be applied. They also claimed that they have funded the escrow in it's entirety and closed it out and yet my payment still remains at {$3600.00} for XXXX and so on which inlcudes and additional amount of {$840.00} that is going towards escrow. My regular monthly payment is {$2800.00} and if they have indeed closed out the escrow by applying the funds correctly, then my payment for XXXX and all future months should show {$3600.00} but it doesn't. They also lied about the amount they applied towards escrow because they were overcharging me on the escrow amount. Yes the hazard insurance was only {$3900.00} in total but the total amount in escrow that they were asking from me is {$5700.00}. Please see the attached screenshots to show exactly how much of the {$14000.00} was applied towards escrow and you will see that it's not just {$3900.00}. The {$14000.00} was instead supposed to have been used to pay XXXX and XXXX each in the amount of {$3600.00} which again alone includes {$840.00} each month towards escrow. Then they were also to pay off the late fees that I had which totaled to {$1100.00}. The remainder was used to pay off the escrow balance. None of this payment has anything to do with XXXX as TXHAF has payment setup for XXXX through XXXX in the amount of {$2800.00} which should be the correct monthly payment amount effective immediately and yet they still haven't corrected this to this date. In conclusion, the company has lied about the way the funds have been applied or they misapplied it and don't want to correct it the way it should be, they have lied about the amount they applied towards escrow as shown in the screenshots and provided mortgage statement, and they have failed to correct my monthly payment amount to show {$2800.00} as I no longer owe them anything further for escrow. Until all of these issues are corrected, this complaint will not be closed out as they have failed to do their part. 

I have attached the following documents to show proof of everything I am claiming about this company and their false responses : 1 ) XX/XX/2024 Mortgage Statement : a. Shows that the late fees of {$1100.00} were paid off which is accurate but they didn't claim this in their original response to my initial complaint which they omitted purposefully to steal the funds. 
b. A total of {$5700.00} was paid towards the Escrow as shown clearly in the statement showing an overpayment of {$1700.00} which needs to be refunded back to me once the escrow account was closed. This has not happened and they are claiming they only applied {$3900.00} towards escrow which is clearly a lie and false. 
c. The monthly payment due still shows {$3600.00} instead of my regular payment amount of {$2800.00}. They are still trying to charge me escrow fees for an account that has been paid off and closed out which is illegal. 

2 ) Email from TXHAF Program Coordinator : a. Per her email, she clearly states that the {$14000.00} is to pay off all past due amounts and all mortgage payment through end of XXXX. This means this payment was only intended for XXXX and XXXX XXXX monthly payment of {$3600.00} ( which includes partial escrow fees ), past due fees and the remainder of the escrow balance due to close out which was {$4000.00} 3 ) Payment Application Screenshots Taken from Lender 's Site : a. First screen shows the {$14000.00} payment that was received and of that amount {$4000.00} was applied towards Escrow as clearly shown b. Second screen is the XXXX payment clearly showing that they applied a total of {$3600.00} towards XXXX which includes a total of {$840.00} of escrow fees on top of my regular monthly payment of {$2800.00} c. Third screen shows the XXXX payment which again shows they applied a total of {$3600.00} which includes {$840.00} of escrow fees. This now totals {$5700.00} of escrow fees being applied from the {$14000.00} payment they received which matches the amount shown on the mortgage statement they sent me for XX/XX/XXXX4 ) Escrow Projection Statement : a. This statement refers to the escrow account they opened for the hazard insurance which is only for {$3900.00}. As you can you see the total monthly amount to pay off the {$3900.00} would be {$320.00} as they have listed correctly on the left next to each month. However, they are charging me a total of {$840.00} a month for escrow fees which would equal to {$10000.00} over a 12 month period. It makes no sense why I would pay {$840.00} a month when this statement clearly shows that the required escrow amount to pay off the insurance would be {$320.00} monthly. They were and are trying to XXXX me over by charging an excessive amount on a monthly basis for an insurance they purchased for only {$3900.00} which again is illegal. This statement is just to show that this company is a fraud by charging me {$840.00} in escrow fees when the monthly amount should only be an additional {$320.00} to pay what I actually owe for the insurance. 

They also lied when they said access to my account wasn't blocked as when I called their loss mitigation department, their own representative confirmed that my account was restricted from being able to access in its entirety. I am aware of certain features being blocked but that was not the case. I couldn't even see the account online and only after I filed the complaint did I receive access a couple days later. 

As far as the credit correction that they have failed to do goes, they are lying about that as well. The comments were never removed as I pulled all three credit reports 30 days after they sent their letter stating that they will correct it and the statements are still there.To this day, XXXX still shows the comment that I am on a partial payment plan and I have all three credit reports to show proof of this.

Company response to consumer: Closed with explanation