Consumer complaint received 2025-03-24 00:00:00
Product: Mortgage — USDA mortgage
Issue: Trouble during payment process — Payment process
Company: CrossCountry Mortgage LLC
State: MN

Complaint narrative:
We first noticed an issue with our mortgage in XX/XX/XXXX with negative reporting to credit bureaus. We contacted Cross Country Mortgage and were advised a payment had not been recorded in their system since the XX/XX/XXXX payment. I offered proof of payment and was told that would not be necessary at this time, they would open a case to search for the missing payments. 

It is important to note that our mortgage was transferred from Cross Country to XXXX. XXXX in XX/XX/XXXX though all servicing remained with Cross Country. We were not advised to change payment information unless we mailed the payment, which did not apply to us as we had always made the payment electronically. 

We continued to make payments as normal. We even received solicitation calls to apply for a HELOC from Cross Country. We never had any voicemails notifying us of an issue with our account. Then, in late XXXX or early XX/XX/XXXX, we were served documents at our home that our home is in foreclosure and scheduled for sheriffs sale on XX/XX/XXXX. The phone contact information on the documents for XXXX was invalid/out of service so this led to concerns that this was a scam. 

We immediately began contacting Cross Country again. After several days of back and forth, we were advised by XXXX # XXXX to email proof of payment/screenshots from our account to the research department. We did this on XX/XX/XXXX. Proof of payments included : XX/XX/XXXX {$1400.00} XX/XX/XXXX {$1400.00} XX/XX/XXXX {$1400.00} XX/XX/XXXX {$1400.00} XX/XX/XXXX {$1400.00} XX/XX/XXXX {$1400.00} XX/XX/XXXX {$1400.00} All payments were made via clicking the link in the email received for our monthly statement. We took screenshots of these and were advised this is not the correct website to make payments through. Again, we were never advised to change this and the monthly statement email comes from Cross Country, not XXXX. 

We received an automated email reply on XX/XX/XXXX stating it would take up to XXXX business days for a reply. We also received an electronic letter stating the expected date of resolution was XX/XX/XXXX. 

As of XX/XX/XXXX we had not received an email response, letter or phone call with a resolution so we sent an email follow up. 

After no response to that email, we followed up via phone on XX/XX/XXXX and were told that our inquiry for our XX/XX/XXXX payment was being declined due to lack of evidence. The other missing payments were not investigated. We spoke to XXXX ( refused supply an id # ) who said XXXX gave us incorrect information as to what we needed to supply for proof of payment. Now they are saying all bank statements are needed. This should have been communicated immediately when they got the documents, not over XXXX weeks later when we followed up. 

This is an extremely time sensitive issue and seems to be purposely being drug out as evidenced by the multiple complaints class action lawsuits against XXXX XXXX for this very situation.

Company response to consumer: Closed with explanation