Consumer complaint received 2026-05-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: CrossCountry Mortgage LLC
State: IL

Complaint narrative:
I am a XXXX XXXX, XXXX XXXX XXXX XXXX homeowner, and landowner, as well as an active member of my community. I am a XXXX XXXX and XXXX XXXX participant, and I take pride in being a lawabiding, responsible citizen and taxpayer. I have consistently acted in good faith and maintained my obligations, including insurance coverage on my home. I do not deserve to be subjected to these improper and excessive charges. Being billed XXXX of dollars for a short alleged lapsewhen I had coverageis unconscionable and unjust. As a professional and community member, I am deeply concerned by these practices and the harm they have caused. I am requesting immediate action to correct this situation and protect my rights as a homeowner and consumer. I do not deserve to be subjected to these improper and excessive charges. Being billed XXXX of dollars for a very short alleged lapsewhen I had coverageis unconscionable and unfair. These actions have caused significant stress and financial hardship and place my housing stability at risk. I am requesting immediate intervention to correct this situation and to protect my rights as a consumer and homeowner. I am filing a complaint against Cross-country Mortgage regarding improper insurance handling, escrow mismanagement, and forceplaced insurance on my account. I have maintained full homeowners insurance coverage at all times, There has been no lapse in coverage. Cross-country Mortgage previously confirmed on a recorded call that XXXX insurance policies were active on my home, indicating overlapping coveragenot a lapse. Despite this, the company : Billed me for duplicate/overlapping insurance policies Incorrectly claimed I had no insurance coverage Placed forceplaced insurance totaling {$2600.00} for approximately 21 days Increased my mortgage payment based on these improper charges I have made multiple good-faith efforts to resolve this issue, including : Providing full proof of insurance coverage Submitting documentation through mail, fax, and online portal Contacting customer service and the legal department Sending emails and follow-up communications These attempts have been ignored or not properly addressed. The refund issued after cancellation further confirms that my insurance policy remained active during the period in question, contradicting the claim of no coverage. These actions are incorrect, excessive, and constitute unfair servicing practices, causing financial hardship and placing me at risk of losing my home. Requested Resolution I am requesting : Immediate removal of all forceplaced insurance Full refund of the {$2600.00} charge Correction of my escrow account to reflect continuous coverage Restoration of my mortgage payment to the correct amount Written confirmation that my account is in good standing I am also requesting a full investigation into these practices, as they may constitute deceptive and unfair mortgage servicing conduct.

Company response to consumer: Closed with explanation