Consumer complaint received 2024-06-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: CrossCountry Mortgage LLC
State: TX

Complaint narrative:
I am XXXX XXXX veteran, and me and my wife are caretakers of XXXX XXXX XXXX XXXX XXXX. CCM continues to displace us over three monthly payment increase in last five months, only one of those increases relates to escrow. CCM steered us into FHA loan ( lower mortgage amount ) despite qualifying for VA loan ( because of higher overall mortgage amount ). We currently make two monthly payments, which was structured at the time of closing. Since XX/XX/XXXXXXXXXXXX, CrossCountry Mortgage ( CCM ) has been billing us {$350.00} additional every month. We have asked several times, both in writing and over the phone for 1 ) rationale, 2 ) to be invoiced based on reasoning, 3 ) show how it was to be applied ( principal, interest, taxes, etc. ). CCM has failed to address this issue. CCM told us in XXXX that on XXXXXXXX  escrow would be changed. On XXXXXXXX, We agreed to pay overpayment ( {$6700.00} ) and tax adjustment in the amount of XXXX monthly, to take effect on XXXX ( requested documentation on XX/XX/XXXX, did not receive it until the fifth request on XX/XX/XXXX ). Additionally, CCM required XXXX fee to be paid to set up payment and to apply unapplied payments, and to report to the 3 credit agencies that the account was current. CCM began doing supposed " Drive-by '' inspections in XXXX, and XXXX. CCM 's contractor tried to gain access into the home. XX/XX/XXXX, the same inspector got into an altercation with my wife and threatened continued harassment if we did not pay the owners ( CCM ). 
On XX/XX/XXXXXXXX, we received a formal " Letter of Delinquency, '' stating that we were in preforclosure and demanding payment for XXXX. We spoke with CCM and was told to pay the full amount in the letter, {$1000.00} was the only new amount, {$1900.00} ( was already paid and considered unapplied ). CCM stated that the overpayment would be put into a general suspense account until ended of year at which time circumstnces will decide where the monies go. Asked specifically if this was " escrow, '' and CCM said, " NO. '' On XX/XX/XXXX, We called CCM to find out about loss mitigation solutions. CCM told us that we only were to be given CCM 's loss mitigation products, not any HUD loss mitigation products. I told them that I was told that HUD had new products to be available on XX/XX/XXXX XXXX. I was told that borrowers like me were not given those products. On XX/XX/XXXXXXXX, We reached out to HUD because of the repeated issues with loss mitigation. On XX/XX/XXXXXXXX, CCM told us and HUD that the account was not 60 days late, but 50 days. They refused to issue any letter canceling the formal letter with strict deadlines. CCM told HUD no such letter was sent. We provided this letter to HUD after XX/XX/XXXX conversation. In that same instance, CCM represented to us that XXXX and XXXX payments were short {$350.00} and supposedly all payments were applied except two payments one from XXXX and one from XXXX ( The escrow taxes changed between the XXXX, XX/XX/XXXX, XXXX analysis in an effort to justify asking for XXXX since XXXX. 
On XX/XX/XXXXXXXX  CCM told HUD that they would be providing a HUD disaster relief partial claim. 
On XX/XX/XXXX XXXX, CCM presented a partial claim to us. The partial claim stated we owed {$15000.00} +/- to be sent to HUD. CCM states this is unpaid principal and interest. THIS DOES NOT PAY the overpayment of {$6700.00} or the alleged XXXX XXXX arrears. Because of this arrangement we still owe the increase in monthly escrow. We found that CCM had unapplied payments between XXXX to XXXX dating back to XX/XX/XXXXXXXX  to present, after reporting to HUD all payments had been applied except two payments. Additionally, we are being charged fees for the partial claim, that HUD says is not to be there because we have a federally insured loan. CCM suggested in that phone call, when asked by HUD that I true amounts. This seems wrong, and I contacted under after the phone call. Based on HUD 's documentation, I was given wrong information as to what can go into a partial claim ( any arrears, back taxes, future payments of taxes, HO insurance, etc. ) and what can't go in there ( things that don't help the borrower maintain the home ). The interest rate stays the same, but the payment increased over {$100.00} a month. CCM claims that moving XXXX to a partial claim does not change the payments schedule or maturity of the loan. They refuse to put in writing the breakdown of where the additional {$100.00} is going. Since the phone call CCM has called several times and hung up, this happens at least twice daily. Since XX/XX/XXXX, CCM has forbid us from calling and we are to only take calls or respond to emails. This is fair or just treatment.

In short, CCM has resorted to harassment ( physical and verbal ), bullying ( physical and verbal ) and threatens to take our home over a {$350.00} that they have struggled to justify. On XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX we believe that CCM has targeted us because we received additional financial help. This harassment has not allowed us to ever really XXXX. The XXXX represents the net amount of the help, and now they want that money and have said as much. They have harassed the agency which paid the money, and they have continued to harass us about it. They misrepresented facts and financial records to not only myself but HUD, VA and non-profits that are trying to bring about a resolution.They have unapplied payments, and we are afraid that they are trying to take our home over a made up reason. CCM continues to act as if they are acting in good faith, charging fees to correct mistakes with the promise of " this time it will be fixed. '' But they keep moving towards foreclosure.

Company response to consumer: Closed with explanation