Consumer complaint received 2022-06-23 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: CrossCountry Mortgage LLC
State: WA

Complaint narrative:
In XXXX, XXXX, my wife XXXX XXXX requested a COVID Forbearance with our mortgage lender, Crosscountry Mortgage. She was told it was approved. She was told we wouldn't need to make mortgage payments due to hardships encountered as a result of the pandemic. She was told that we would receive paperwork outlining the terms of the forbearance. After several months, Crosscountry still hadn't provided any documentation regarding the forbearance. My wife telephoned several times. When she was able to get through, she was informed that due to overwhelming demand, Crosscountry was behind on processing forbearance requests, but that we were not in any danger -- and to please be patient. We decided to resume mortgage payments, because Crosscountry never sent us any terms, conditions, or paperwork for the forbearance. Shortly thereafter, Crosscountry began reporting our mortgage as " late ''. My wife 's credit reports reflected different status than mine. For example, her 's reflected a 120 day late at one point, while mine reflected 60 days late for the same month. 

In XX/XX/XXXX, I contacted Crosscountry to determine if there was a way forward that would be beneficial to both parties. I was informed by " XXXX '' ( customer service representative ) that I had already been qualified for their " Loss Mitigation '' loan modification program, effective XX/XX/XXXX. According to XXXX, the mortgage would be modified, the late payments removed, a new interest rate assigned, and an updated loan maturity date of XXXX assigned. The first payment of the loan modification was XX/XX/XXXX. I was instructed that I'd need to make three on-time payments, the first on XX/XX/XXXX, the second on XX/XX/XXXX, and the third on XX/XX/XXXX in order for the modification to become permanent. Once it was permanent, then paperwork would be sent to me outlining the terms and conditions of the modification -- not before. 

On XX/XX/XXXX I contacted Crosscountry Mortgage -- because I still hadn't received any documentation regarding the loan modification. I spoke with " XXXX ''. He informed me that he'd just " pinged '' the " tech team '' responsible to mail out paperwork. He said it takes 24-48 hours for them to do their thing. I asked if I'd need to telephone back on Monday, XX/XX/XXXX and check back. He said, " Yes. '' On XX/XX/XXXX, I sent a payment to Crosscountry Mortgage in the amount of {$3000.00} per the Loss Mitigation loan modification agreement. 

On XX/XX/XXXX I contacted Crosscountry Mortgage, and spoke with " XXXX XXXX ( she/her ). She verified the paperwork still hadn't been mailed. 

On XX/XX/XXXX, I received the Loss Mitigation paperwork from Crosscountry Mortgage. The letter was dated XX/XX/XXXX, and the envelope was post dated XX/XX/XXXX. I contacted Crosscountry Mortgage and spoke with " XXXX '', because the Loss Mitigation paperwork I recieved did not align with the verbally agreed upon terms. We were told the " trial period '' payments were to be remitted on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, in the amount of {$3000.00}. The Loss Mitigation paperwork I received stated the " trial period '' payments were changed to XX/XX/XXXX, XX/XX/XXXX, and XXXX in the amount of {$3000.00}. XXXX could see it all on her system, but explained that it was confusing. She put me on hold and spoke with her supervisor. XXXX explained that " XXXX '' no longer worked for Crosscountry Mortgage, and that although my case should have been reassigned, it looked like it hadn't been. The supervisor spoke briefly with me. She explained that what she saw in the system didn't make sense. She placed me on hold, " To get to the bottom of this. '' When she came back, she explained that what she sees on screen is " confusing ''. She informed me I didn't need to have paid my XX/XX/XXXX payment. She said Crosscountry would have refused the payment, because the three trial payments must be " certified check '' sent through terrestrial mail -- not via automated banking systems. 

On XX/XX/XXXX, I contacted Crosscountry Mortgage and spoke with " XXXX '' to see if Crosscountry could update my credit reports. There were multiple 30-day lates, as well as many 60-day lates that I wanted reversed. XXXX instructed me to contact the team who reviews requests of this nature : " XXXX ''. She instructed me to let them know the exact months affected, and how its being reported. 

I successfully ensured certified checks were printed and mailed to Crosscountry Mortgage, on time, per their instructions on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 

On XX/XX/XXXX, I received the promised loan modification paperwork, with instructions to sign, date, notarize, and return to Crosscountry. My wife and I signed, notarized, and returned the paperwork via FedEx as instructed. 

On XX/XX/XXXX, we received a second set of paperwork, again instructing us to sign, notarize, and return. Again, we did as instructed -- and on XX/XX/XXXX we signed, notarized, and returned the required paperwork via XXXX 

In XXXX, XXXX we received a third set of paperwork, again instructing us to sign, notarize, and return. 

On XX/XX/XXXX at XXXX am, I received a phone call from Crosscountry Mortgage. I did not answer that call. I was asleep in bed. 

On XX/XX/XXXX I called Crosscountry to inquire why we were being made to submit the same paperwork a third time. I was informed that the first two sets of documents contained an illegible notary stamp and signature. I informed Crosscountry that I'd photographed the notary stamp, and that it was indeed legible -- and that I'd had a contracts attorney review the legibility of the stamp and signature, and that I'd be happy to submit a statement along with photographic proof if needed. Crosscountry informed me that the only notes in the system regarding the illegibility of the stamp and signature had something to do with " water damage ''. My wife and I again signed and notarized the documentation as instructed, and this time I enclosed the packet in a zip-lock bag before dropping in the mail. I expressed concern that our loan modification 's first payment was due on XX/XX/XXXX, but since Crosscountry hadn't accepted our signatures and notary stamps yet, we may no longer be qualified at the interest rate laid out in the agreement. The representative said the loan modification was fine, and that our payment due on XX/XX/XXXX could be made via automated bank payment, money order, cashiers check, mail it in, or call and speak to a representative for an over-the-phone payment ( which has an associated " convenience fee '' ). 

On XX/XX/XXXX, we signed, notarized, and returned the required paperwork via FedEx -- this time sealing the documents in a zip-lock bag before placing into the XXXX envelope. 

On XX/XX/XXXX, my wife XXXX XXXX called Crosscountry Mortgage and made a payment over-the-phone. Crosscountry waived the " convenience fee ''. 

On XX/XX/XXXX I contacted Crosscountry Mortgage and spoke with " XXXX ''. Our XX/XX/XXXX payment had been cleared our bank account, however Crosscountry 's website showed we hadn't made our XXXX payment. I was concerned we might be hit with a " late '' penalty. XXXX informed me that on XX/XX/XXXX, Crosscountry received " something '', and that everything looked up to date. She explained that my account was undergoing an " update '' -- and that once it's updated, everything will be fine. I asked about the XX/XX/XXXX payment. She said she could see it in the system as having been received, and that once my account update is completed, my payment will be reflected correctly. She said there will be no late fee, and no late payment. XXXX instructed me to call back and check on XX/XX/XXXX or XX/XX/XXXX to verify. 

In XXXX, XXXX my wife XXXX logged on to the Crosscountry website, and configured auto-payments, so mortgage payments will always be on time. Since XXXX, XXXX, every mortgage payment has been paid on time, via Crosscountry 's automated service. 

In XXXX, XXXX, I lodged credit file disputes with XXXX, XXXX, and XXXX, in an effort to remove the " late '' payment history from my credit report. I'd followed every instruction from Crosscountry since XXXX, XXXX, and still don't understand why it isn't reflected on my credit report. I also inquired with Crosscountry 's " Research Department '' about my credit report, and was told that all the " late '' entries are legitimate, despite my efforts to explain the circumstances around the COVID forbearance issues from back in XXXX, and my demonstrated " on time '' payments since XXXX, XXXX. 

On XX/XX/XXXX I attempted to contact Crosscountry Mortgage, but was informed by their robots that their customer service availability was from XXXX am to XXXX pm XXXX. 

On XX/XX/XXXX I again filed disputes against Crosscountry Mortgage with all three credit reporting agencies, challenging the validity of my " XXXX past due '' annotations on my credit reports. 

On XX/XX/XXXX, I contacted Crosscountry Mortgage and spoke with " XXXX '' ( she/her ). I asked if there's any way that XXXX could update my credit report with " Pays On Time '' and back date it to ( at a minimum ) XXXX, XXXX when I entered into the loan modification agreement with the lender. XXXX told me to contact the " Research Department '' and provide them with proof that Crosscountry has received on-time payments. I inquired if Crosscountry has internal computer systems that permit them to see whether or not I did in fact make on-time payments. I inquired why a customer should have to " prove '' that the lender received on-time payments. I asked to speak with a supervisor. The supervisor told XXXX to tell me that I'm no longer in their " Loss Mitigation '' program, and that I should contact the " Research Department '' or customer service. I contacted customer service. I spoke with " XXXX ''. I explained the history. XXXX made an effort to escalate, but was told the same thing. XXXX had placed a ticket with the Research Department, with a suspense date of XX/XX/XXXX. No escalation is possible until at least XX/XX/XXXX.

Company response to consumer: Closed with non-monetary relief