Consumer complaint received 2026-03-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: CrossCountry Mortgage LLC
State: TX

Complaint narrative:
Property : XXXX XXXX XXXX XXXX, XXXX, Texas XXXX Purchase Date : XX/XX/XXXX I am submitting this complaint regarding the property located at XXXX XXXX XXXX XXXX, XXXX, Texas XXXX, which I purchased in XX/XX/XXXX. After closing on the property, I discovered numerous significant issues that were not disclosed prior to purchase, many of which materially affect the habitability, safety, and value of the home. At the time of purchase, I relied on the sellers disclosures and representations regarding the condition of the property. However, shortly after moving in, it became clear that the property had substantial defects that should have been disclosed during the transaction. These issues have created significant financial hardship and made it extremely difficult to maintain the mortgage on the property. Because of the severity of the problems and the resulting financial burden, I began working with the mortgage servicer and associated parties to pursue a short sale of the property. The short sale process has now been ongoing for over a year. Throughout this time, my representatives and I have attempted to cooperate fully by providing requested documentation, responding to communications, and complying with all requirements needed to move the process forward. Despite these efforts, the short sale process has been repeatedly delayed. Most recently, in XX/XX/XXXX, we were informed by the servicing company that the short sale would be denied because they were unable to obtain an appraisal of the property. This explanation is concerning and unacceptable for several reasons : The property has been accessible for appraisal, and there has been ample time during the past year for the lender or their agents to complete this step. The inability to obtain an appraisal appears to be a procedural failure on the part of the servicing company or their vendors, not due to any action or refusal on my part. After more than a year of pursuing the short sale in good faith, denying the request based solely on the inability to obtain an appraisal represents a breakdown in the servicing and loss mitigation process. This situation has placed me under severe financial and emotional stress. I purchased the home believing that the property condition had been accurately represented. Instead, I was left with a property containing undisclosed issues and have since spent over a year attempting to responsibly resolve the situation through a short sale. I am requesting that this matter be formally reviewed to determine : Whether the short sale process was handled appropriately and in accordance with applicable servicing standards. Why the lender or servicing company failed to obtain an appraisal during the extended time the short sale request has been under review. Whether the denial of the short sale based on this reason is justified given the circumstances. I am seeking a fair resolution to this situation, including reconsideration of the short sale or another reasonable loss mitigation option.

Company response to consumer: Closed with explanation