Consumer complaint received 2026-04-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: CrossCountry Mortgage LLC
State: AK

Complaint narrative:
Date of Complaint : XX/XX/XXXX The following is a chronological account of events relating to an unresolved billing dispute with CrossCountry Mortgage ( powered by XXXX ). The issue stems from a routing number error that originated during a loan servicer transfer and resulted in a returned payment and an improperly assessed late fee of {$110.00} that CrossCountry Mortgage has refused to remove. Background : Loan Transfer Notification On XX/XX/XXXX, I received a letter from XXXX XXXX notifying me that my loan would be transferred to CrossCountry Mortgage ( powered by XXXX ), effective XX/XX/XXXX. The letter stated that existing payment details would remain the same and that no further action was required for borrowers enrolled in ACH automatic payments. As I was enrolled in ACH, I took no action. Automatic ACH payments of {$3100.00} posted successfully on XX/XX/XXXX and XX/XX/XXXX, confirming that the payment method was functioning as expected at that time. XX/XX/XXXX : Notice of Invalid Account Number I received a letter dated XX/XX/XXXX from CrossCountry Mortgage indicating an invalid account number on my recently transferred loan. The letter noted a returned item fee of {$0.00} and accrued late charges of {$0.00}, and instructed me to update my ACH payment information. I immediately created my CrossCountry online portal account. Upon logging in for the first time, I was prompted to re-enter my checking account number. After doing so, the portal displayed the last four digits of my checking account number correctly, showed a shield icon with a checkmark, and confirmed the account as " Verified. '' I reasonably believed the issue had been resolved. I then updated my automatic monthly payment to include an additional {$200.00} principal payment and scheduled an additional XXXX payment of {$3300.00}. XX/XX/XXXX : Returned Payment Discovered Around XX/XX/XXXX, I noticed that no payment had been withdrawn from my checking account as expected. I checked the CrossCountry portal, which showed an automatic payment scheduled for XX/XX/XXXX and the additional payment posted as of XX/XX/XXXX. No alerts, returned payments, or late charges were visible at that time. On XX/XX/XXXX, I logged back into the portal and discovered that a returned payment had occurred on XX/XX/XXXX for {$3300.00}. No emails, letters, or other notice of any returned payment was ever received. Root Cause Identified Servicer Error I called CrossCountry Mortgage on XX/XX/XXXX to report the returned payment. The service representative investigated and confirmed the following : My checking account number on file was correct. The routing number on file was associated with XXXX an institution with which I have no accounts and have never had any accounts. The erroneous routing number was present on the account before I ever logged into the CrossCountry portal for the first time, meaning I could not have entered it. The error originated during the loan transfer from XXXX to CrossCountry Mortgage. The service representative verbally confirmed that all late fees resulting from this returned payment would be removed from my account given that the error was not caused by me. Late Fee Not Removed Denial Without Notice On XX/XX/XXXX, I discovered a late fee of {$110.00} still showing on my account. I contacted CrossCountry Mortgage and was informed of the following : My XX/XX/XXXX request to remove the late fee had been reviewed and denied, with the determination that the error was my fault. No notification of this denial was sent to me via the online portal, and I received no prior written or electronic notice of the determination. The representative stated that the decision can not be appealed or reconsidered, and that no escalation path ( such as an ombudsman ) was available. When I requested documentation of the denial, the representative said a denial notice had been mailed, but it was not available in the online portal & # 39 ; s documents section. Following the call, CrossCountry emailed me only the XX/XX/XXXX notice of returned payment not any documentation related to the denial of my fee removal request. When I called back to address this, I was told that documentation could not be emailed and that I would need to submit a written request to XXXX. I sent that request on XX/XX/XXXX and received a confirmation that it would be reviewed promptly. As of XX/XX/XXXX, I have received no response.

Company response to consumer: Closed with non-monetary relief