Consumer complaint received 2025-06-20 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: CrossCountry Mortgage LLC
State: MI

Complaint narrative:
On XX/XX/2025, I spoke with a Cross-Country Mortgage representative named XXXX in the loss mitigation department in Texas, who informed me that I was approved for a forbearance plan. Based on that conversation, I believed the matter was resolved and continued managing my situation accordingly. 

On Tuesday, XX/XX/XXXX, I received a call from XXXX, who identified herself as being with the XXXX XXXX Department in Texas. During the call, XXXX asked me how things were going and began walking me through setting up a forbearance plan as if no arrangements had already been made. This was both confusing and frustrating, given that XXXX had already confirmed the approval and start date of XX/XX/2025, for the new XXXX forbearance period. 

However, on XX/XX/2025, I received a phone call from XXXX ( XXXX. XXXX ) at the Texas location of XXXXountry Mortgage. He claimed to be a manager, but I later discovered he is a team lead and not a direct supervisor to XXXX. During our call, XXXX was condescending, unprofessional, and repeatedly interrupted me as I tried to explain my concerns. He admitted he had not reviewed my prior emails, was unfamiliar with the details of my case, and asked where I sent my messages, rather than doing the due diligence of locating the documentation himself. 

XXXX stated that XXXX was incorrect and that I was not approved for the forbearance after all. He attempted to walk me through the forbearance questionnaire again, claiming there were holes in my prior conversation with XXXX ; despite my repeated requests that he escalate this issue to XXXX direct supervisor and review the recorded call from XX/XX/XXXX. 

I expressed that it is unacceptable and potentially unlawful for a representative to inform a borrower of forbearance approval and then for the company to attempt to retract that approval weeks later. This causes serious emotional and financial harm, especially when homeowners rely on these representations to plan and avoid default. 

Later that same day, at XXXXXXXX XXXX  on XX/XX/XXXX, I received another call from XXXX XXXX, a dedicated loan specialist. XXXX informed me that the issue has now been escalated to upper management and is under investigation. She confirmed that all calls are recorded and stated that it appears the forbearance wasn't allowed an extension. I informed her that due to the handling of this situation, I have escalated this matter to the Attorney Generals Office and legal counsel. 

As of today, I have not received a resolution, and my repeated requests for proper escalation have been dismissed. I am now formally requesting : A thorough review of the XX/XX/XXXX call with XXXX. 
Immediate contact from a supervisor or executive management who can resolve this issue.

Confirmation of whether the forbearance was properly documented and approved, and if not, a legal justification for the reversal.

Protection of my credit and mortgage status during this dispute.

This complaint will also be submitted to the U.S. Department of Housing and Urban Development ( HUD ). I believe this case involves potential mortgage servicing violations under RESPA and CFPB regulations.

Company response to consumer: Closed with non-monetary relief