Consumer complaint received 2025-10-24 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CrossCountry Mortgage LLC
State: NJ

Complaint narrative:
Dear Cfpb, this is an recurring issue that Cross Country mortgage company is failing to bear any responsibility for. I recently received an email from Cross Country mortgage company stating that my mortgage will be increasing and it is primarily due to my previous insurance lapping, due to failure of payment, resulting in me having to find another insurance company that would cover my home with a lapsed policy. I was able to partner with XXXX, but their policy was over double my original cost. But yet in still, I had no other choice but to purchase this policy, and at the same time Cross Country Mortgage stated that, yes, they made a mistake but after their investigation, they do not feel that they are liable for any cost. Moving forward, I am now hit with a new mortgage that is {$3900.00} plus dollars and Cross Country Mortgage company is stating that my escrow account is {$5500.00} in the rears and they have just been floating me and now they are stating that either I pay the lumpsum or they can break it down into a 36 month payments that would bring my mortgage tow {$3700.00} plus a month. I am submitting this to you again and my next stop is to hire a consumer protection attorney, because this situation needs to be reviewed! 



Dear Consumer, Financial Protection Bureau, here is an email that I sent Cross Country Mortgage, Insurance explaining the ordeal. Dear Cross Country Mortgage, See Attachment Please be advised that this email is in response to a letter I received on XX/XX/XXXX, requesting PROOF OF HOME INSURANCE FOR THE MONTHS OF XX/XX/XXXX - XX/XX/XXXX IMMEDIATELY. Cross Country Mortgage/ Insurance , I would like to take this time to express the unprofessional and unjust behavior that I have experienced by your organization. Back around XXXX of XXXX, my wife and I entered a contractual agreement with your organization, by way of a mortgage, and in said agreement, XXXX XXXX XXXX was our chosen Home Insurance provider. Cross Country Mortgage, Insurance, you were responsible for paying my homeowner insurance policy Fast forward to the end of XXXX XXXX of XXXX, Cross Country Mortgage Insurance , you failed to pay my home insurance policy, resulting in XXXX  XXXX XXXX XXXX my home insurance. I, the consumer, found out that my home insurance was cancelled in XX/XX/XXXX after XXXX XXXX XXXX sent a check to my address with the cancellation information. I immediately contacted XXXX XXXX XXXX demanding answers to why my policy was cancelled and their response was, " XXXX XXXX your mortgage company Cross Country Mortgage paid your home insurance policy XXXX days late and we were forced to cancel your policy in XX/XX/XXXX ''. I then called " You '', Cross Country Mortgage Insurance, and informed you that my XXXX XXXX policy had been canceled due to Your late payment. You then informed me that your organization attempted to reach out to XXXX XXXX XXXX for the updated insurance policy information and received said information in XXXX of XXXX and that's when you rendered payment. Cross Country Mortgage Insurance, you never reached out to me/ the homeowner requesting said information, despite your Standard Operating Procedures, instead, after my call to you in XX/XX/XXXX, you then send a letter stating that if I do not have homeowner Insurance XXXX will be place by you which will result in a higher cost! My wife and I worked tirelessly to obtain a replacement homeowner insurance policy, despite numerous companies denying us due to our lapse in our previous policy. Because of your actions, we had to purchase a policy that was double the cost of our original one and to add insult to injury you sent us a second letter stating that you need proof of insurance from XXXX to XX/XX/XXXX. Cross Country Mortgage Insurance : Federal law requires the servicer to make insurance payments on or before the deadline to avoid a penalty, as long as your mortgage payment is not more than 30 days overdue. This law also states that, " If your mortgage company 's late payments cause a lapse in your insurance coverage, they could be liable for any damages that would have been covered if your policy had remained in place. '' In closing, Cross Country Mortgage Insurance, it is very apparent that You are unwilling to bear any transparency in this situation, even after I communicated this information to numerous representatives/ supervisors and requested reimbursement, You are still unwilling to reimburse me for the difference in premium/ policy payments. Because of this fact, I am forced to report this to the Consumer Financial Protection Bureau, where I will be filing my official complaint in hopes of being made whole after your unjust practices that have resulted in financial hardship. 

Attachments XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Hide full complaint

Company response to consumer: Closed with explanation