Consumer complaint received 2022-04-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: CrossCountry Mortgage LLC
State: PA

Complaint narrative:
Horrible experience with XXXX XXXX NMLS # XXXX. 
At the start of the process, he assured us we would close in 30 days. 
XX/XX/XXXX Loan was approved with contingency XX/XX/XXXX : First CD was sent for signature. XXXX had the loan amount for the incorrect number. We then realized one of us was taken off the mortgage WITHOUT my consent or knowledge. Spent about 2 hours on the phone and XXXX was rude inconsiderate and stated there would be no issues with the mortgage in my name. 
XX/XX/XXXX XXXX XXXX : contingencies were sent and I was expected to pay {$6500.00} student loan off by Monday am. No discussion of a check being brought to a close. XXXX did her best and got all contingency sent over by Monday ( XX/XX/XXXX ) at XXXX XXXX. I was awaiting my student loan to be processed. 3 hours were spent on the phone with XXXX where they finally processed the loan. 
XX/XX/XXXX : We are expected to close tomorrow ( XX/XX/XXXX ) but should push closing back to the afternoon as told by XXXX XXXX XXXX 's assistant. 
XX/XX/XXXX : XXXX XXXX  received a call from XXXX stating that I can no longer be given the loan. I immediately hang up the phone to call XXXX in which he states " what do you mean what is going on " he had no idea that our loan was not being completed after promising that there would be no issues when HE chose to take off the other mortgagee. XXXX turned rude and unprofessional. He stated that it was all our fault and began screaming and yelling at me. At that point, I call his XXXX XXXX to see what we can do. XXXX, XXXX, and I were on the phone at XXXX XXXX we decided I had to pay off {$25000.00} of student loans. In an absolute panic, I do my best to get that money. They told m they would send wire directions. on XX/XX/XXXX there were NO wire directions sent. We called/texted/and emailed XXXX and XXXX numerous times with no response. Finally, at XXXX XXXX we went to XXXXXXXX XXXX  office. We were rudely greeted saying I did not tell you to come here by his assistant XXXX XXXX. I asked for the wire direction as we were set to close at XXXX XXXX XXXX had no idea what we were talking about. XXXX ignored our calls for hours leaving his inept assistant to figure out our loan. After asking for ridiculous things such as proof of pay tax payment from XXXX, 3 different letters from my same employer, and 1099 's that they had already received we were past our close time. It was XXXX and we refused to leave until having an answer. Finally, at XXXXXXXX XXXX we were told we should have the clear to close tomorrow. at XXXX XXXX on XX/XX/XXXX we were given the clear to close. As first-time home buyers, we were forced to pay several extension fees due to a cross-country mortgage as well as rent a moving truck for 3 days and stay in a hotel as our lease to our apartment was up. Had XXXX XXXX and his team had better communication from the start this could have all been fixed. XXXXXXXX XXXX team ( NMLS # XXXX ) lack of customer service, professionalism, and communication, cost us thousands of dollars and almost our first house. We are in contact with cross country to get all recorded phone calls to prove XXXX illegally took a mortgagee off.

Company response to consumer: Closed with explanation