Consumer complaint received 2025-11-26 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: OH

Complaint narrative:
I am filing a complaint regarding CrossCountry Mortgages improper escrow servicing, failure to correct known errors, mishandling of my forbearance request, and repeated internal servicing issues that have affected my account over the past year. 

1. Duplicate homeowners insurance paid from escrow In early XX/XX/year>, I discovered that I had been paying for two homeowners insurance policies covering the same property since XX/XX/year>. I immediately notified CrossCountry in writing. 

On XX/XX/year>, a CrossCountry representative left me a voicemail ( attached ) confirming : - Both policies were active - Both premiums had been paid from escrow - My account was double insured - The issue needed to be corrected Despite this acknowledgment, CrossCountry did not correct the error, update my escrow, adjust my monthly mortgage payment, or provide any written follow-up. I resolved the duplicate insurance myself, and the insurer refunded me and retroactively canceled the policy. CrossCountry still did not update my escrow records or monthly payment after the cancellation. 

2. Failure to correct escrow for nearly a full year Even though CrossCountry was notified in XX/XX/year> and acknowledged the duplicate coverage, my escrow payment remained unchanged for over 11 months. No updated escrow analysis was provided. No documentation was issued. My monthly mortgage payment continued to reflect disbursements that should not be occurring. 

This has created significant financial strain during a period of temporary income disruption. 


XXXX. Mishandling of my formal dispute In XX/XX/year>, I sent a written notice regarding the escrow error ( attached ). CrossCountry left a voicemail stating that someone would follow up, but I never received any written resolution or escalation. The error remained uncorrected for the rest of the year. 

XXXX. Mishandling of my forbearance request In XX/XX/year>, I submitted a forbearance request through my secure borrower portal. CrossCountry redirected me to email a different address. When I did, I received a response stating that they could not locate my account, and no verification information was requested. Instead, I was instructed to call a phone number and email the same address again, resulting in a loop with no action taken. 

This is not compliant with appropriate loss-mitigation handling. 

5. Failure to identify borrower account Despite being contacted through the authenticated portal and by email with accurate identifying information, CrossCountry stated that it could not locate my account. This has directly delayed necessary hardship assistance.

6. Pattern of servicing failures I have been a customer for more than a decade and never missed a payment, but I have experienced multiple servicing difficulties for my loyalty. The escrow error, lack of follow-up, inability to locate my loan, mishandled forbearance request, and overall inconsistencies reflect ongoing operational issues that require oversight.

Company response to consumer: Closed with explanation