Consumer complaint received 2026-04-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CrossCountry Mortgage LLC
State: MA

Complaint narrative:
Good evening, In XX/XX/XXXX I received a letter stating that my house was in a flood zone, and that we had 45 days to respond. I live in a XXXX family home/condo. XXXX XXXX is my neighbors, they live in the front portion of the house and I live at XXXX XXXX the back. My neighbors reached out to the master policy insurance company on XX/XX/XXXX ( which we have documentation ) they responded back on XX/XX/XXXX and told us that the government was shut down. I reached out to Cross Country Mortgage via email ( all documented ) and explained the situation. They responded and said keep reaching out and keep up posted, which I did ( all documented ). My mortgage is on auto pay. In XXXX I received a call from Cross Country XXXX XXXX stating that I need to pay {$4400.00} on XX/XX/XXXX and {$4400.00} on XX/XX/XXXX. Which I did. There are numerous emails back and forth asking what exactly is the cost for flood insurance, and no one was able to tell me the amount. I was gettng text messages and phone calls that my mortgage was in default. My mortgage payment is {$3800.00}. But I started paying {$3800.00} from XX/XX/XXXX {$3800.00} XX/XX/XXXX {$3800.00} XX/XX/XXXX {$3800.00} XX/XX/XXXX {$3800.00} XX/XX/XXXX {$8200.00} XXXX {$4400.00} XX/XX/XXXX {$3800.00} XX/XX/XXXX {$3800.00} XX/XX/XXXX {$3800.00}. XX/XX/XXXX I ended up asking XXXX for a break down and she sent it over to me. All documented. I was able to show her all the mistakes and created an excel spreadsheet of all my payments. They stated that the money went into another account. They drained my escrow account and made me pay {$5600.00} and took money out of my escrow and pay fees. Then I got a straight answer that the flood insurance cost me {$3800.00}. Then an email that it only cost me {$1100.00}. I received a refund for {$1200.00}. I also paid {$1300.00} to my master policy insurance. All documented and this company also reached out to Cross country and explained that the government had shut down. BTW. My property has NEVER been in a flood zone. I am still receiving calls and text messages stating that my mortgage is in default. I have numerous emails, made spreadsheets, was told yes we owe you money. This has been going on since XX/XX/XXXX. If some called or sent me a letter stating " XXXX you need to pay X amount or this is how much flood insurance cost we will put you on a payment plan and clarifed what was needed, instead of taking money out of my escrow, having payments go into another account, which they couldn't find for some time. This is not right. And still I don't have a straight answer and they are holding my money. I am a single mother and I paid {$12000.00} XXXX and XXXX. I have been reaching out to them since XX/XX/XXXX and still do not have an answer. Took it upon myself to send them an excel spread sheet break down. This is totally unfair and I have given them enough time. Please help me get this resolved. Also, I would like to say that XXXX XXXX and XXXX XXXX have been great from Cross Country. It is the other division of the company that needs to be addressed. XXXX XXXX. Thank you.

Company response to consumer: Closed with explanation