Consumer complaint received 2025-08-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: CrossCountry Mortgage LLC
State: OH

Complaint narrative:
In XX/XX/XXXX, I made a {$45000.00} lump-sum payment toward my mortgage principal ( covering approximately 18 months of payments ). The servicer accepted this payment without disclosing any limitations on how those funds could be applied or any restrictions on prepayment usage. 

On XX/XX/XXXX, I submitted a written request through their website contact form asking that my monthly payments begin being drawn from these prepaid funds, stating " I've received previous communications indicating this XXXX be an option, and I'd now like to take advantage of itat least for the next several months. '' Despite multiple follow-up attempts in XX/XX/XXXX, the servicer ignored my reasonable request for months without explanation. 

However, the servicer did not apply my prepaid funds to the XX/XX/XXXX payment, and my account became delinquent. Consequently, late fees of {$80.00} were assessed on XX/XX/XXXX, and XX/XX/XXXX, respectively. These late fees were inappropriate given my {$45000.00} advance payment that should have covered these obligations. 

On XX/XX/XXXX, I spoke with the servicer about the past-due status, reiterating my request to pause payments using my advance. The next day, I was compelled to make a payment of {$5100.00} under duress to cure the delinquency and protect my credit, which covered the XXXX and XXXX payments and the inappropriate late fees. 

On XX/XX/XXXX, I filed a formal RESPA Notice of Error detailing these servicing failures. The servicer responded on XX/XX/XXXX, but conducted an inadequate investigation without ever interviewing me or seeking clarification about my concerns. 

The servicer 's response was contradictory and unreasonable. They claimed " no error occurred '' yet simultaneously waived the late fees " as a one-time courtesy '' - suggesting they knew errors had occurred but refused to acknowledge them officially. This " courtesy '' characterization is inappropriate and misleading, as these fees should never have been assessed against an account with an {$45000.00} advance payment. 

Most troubling, the servicer justified their refusal by claiming applying my funds would " prepay the loan by more than the allowable 12 months. '' This restriction was never disclosed when they accepted my {$45000.00} payment, and contradicts my request for only " the next several months '' of billing suspension - well under any 12-month limitation. When I made this substantial advance payment in good faith, I reasonably expected it would provide payment flexibility, not be locked away while I'm forced to continue monthly payments indefinitely. 

The servicer 's pattern of accepting my advance payment without restriction disclosure, ignoring my reasonable requests for months, conducting an inadequate investigation, and providing contradictory explanations demonstrates bad faith servicing that has caused me significant financial harm and stress. 

Most recently, on XX/XX/XXXX, after I escalated this matter through multiple channels, the servicer 's legal department sent a defensive response acknowledging they received my concerns but deflecting again to customer service without addressing any of the substantive issues I raised. They also sent an automated form response from their " Research and Response Department '' stating my request was " forwarded to the appropriate department for review '' - the same deflection I've received for months. This demonstrates their continued unwillingness to engage in good faith resolution of legitimate servicing concerns despite clear regulatory compliance failures.

Company response to consumer: Closed with explanation