Consumer complaint received 2026-05-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Confusing or misleading advertising or marketing
Company: CrossCountry Mortgage LLC
State: SC

Complaint narrative:
Request for Resolution Regarding Refinance Process and Loan Advisor Guidance We began the refinance process with Cross Country/XXXX XXXX on XX/XX/XXXX. During the process, our Loan Advisor, XXXX XXXX, repeatedly advised us that we would not need to make our mortgage payments for XXXX and XXXX because the refinance was expected to close before those payments became necessary. Based on this guidance, we did not make our XXXX payment as instructed. At no point were we advised that we should set aside those funds in the event of delays or complications in the refinance process. By the end of XXXX, we were informed that closing was not yet ready to occur and that we needed to make the XXXX payment after all. We had to quickly gather the funds in order to make the payment, which resulted in a late fee being assessed. In XXXX, we were again assured that a payment would likely not be necessary because the refinance was expected to close by the end of the month and that the XXXX and XXXX payments would effectively be covered through the refinance process. We delayed payment based on this information and ultimately had to make the payment on the final day we were told closing would occur, resulting in another late fee. The same situation occurred again in XXXX. We were repeatedly told that everything remained on track and that the only remaining item was final approval from title. Based on those assurances, we waited until the last possible day before making the payment, once again incurring a late fee. Throughout this process, XXXX XXXX repeatedly assured me that the late fees would be taken care of on our end and that I did not need to be concerned about paying them. Then, on XX/XX/XXXX, I was informed that the refinance could not move forward because there was insufficient equity in the home. Since receiving that information, I have attempted to seek assistance and resolution regarding this matter. Unfortunately, the only responses I have received suggest that nothing can be done. I do not believe this adequately addresses the situation, particularly considering the repeated inaccurate guidance, misleading assurances, and omitted information provided throughout the refinance process. I am requesting that the company take responsibility for the impact caused by the advice and actions of its employee by assisting in correcting these issues. Specifically, I am requesting : Removal of the late fees and late payment reporting from our payment history A two-month payment grace period to allow us time to recover financially from this situation The financial hardship and negative impact we experienced were a direct result of the repeated guidance and assurances provided by our loan advisor. I respectfully request that this matter be reviewed carefully and resolved appropriately. Thank you for your time and attention to this matter. I look forward to your response.

Company response to consumer: Closed with non-monetary relief