Consumer complaint received 2026-06-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CrossCountry Mortgage LLC
State: TX

Complaint narrative:
XXXX. After purchasing my home, I submitted documentation for my VA property tax exemption and XXXX Veteran XXXX Exemption to ensure my property taxes and escrow account would accurately reflect the exemptions for which I qualify. XXXX. Following submission of these documents, my mortgage servicer conducted an escrow analysis. Instead of reflecting a reduction in projected property taxes, the analysis showed an increase. XXXX. The initial projected annual property tax amount used in the escrow analysis was approximately {$10000.00}. XXXX. The mortgage servicer subsequently conducted additional escrow analyses. After the third analysis, the projected annual property tax amount increased to {$24000.00}. XXXX. As a result of the increased tax projection, my monthly mortgage payment increased by more than 116 %. XXXX. Concerned that the tax amount appeared inaccurate, I contacted XXXX XXXX tax assessor 's office to verify whether there were any outstanding supplemental taxes, omitted taxes, corrections, or additional assessments associated with my property. XXXX. XXXX XXXX tax assessor 's office informed me that there were no outstanding supplemental taxes or other known tax obligations that would support the projected tax amount being used in my escrow analysis. XXXX. I contacted my mortgage servicer 's customer service department XXXX XXXX seeking an explanation of how the projected property tax amount was calculated. XXXX. Customer service representatives were unable to provide a detailed explanation or supporting documentation and repeatedly stated only that the increase was due to property taxes. XXXX. I requested to speak with someone directly in the escrow department. I was informed that the mortgage servicer relies on a third-party vendor to obtain tax information and that no direct contact information was available for the department responsible for the calculations. XXXX. I was provided the email address [ XXXX ] ( mailto : XXXX ) and instructed to submit my exemption documentation for review. XXXX. I emailed the requested documentation and received only an automated response acknowledging receipt. XXXX. A third escrow analysis was later completed ; however, no changes were made to the projected property tax amount, and no explanation was provided regarding how the figures were determined. XXXX. I subsequently discussed the matter with a loan XXXX, who agreed that the escrow calculations appeared to be incorrect and suggested that a tax payment made by the builder at closing XXXX not have been properly credited. XXXX. To investigate this possibility, I contacted both XXXX XXXX tax office and the title company. XXXX. Both XXXX XXXX XXXX XXXX and title company confirmed that the builder 's tax payment had been properly made and there was no indication that the payment had been misplaced or that I was being billed twice. XXXX. Despite multiple attempts to obtain clarification and correction, I have not received a detailed breakdown of the tax calculations, supporting documentation for the projected tax amount, or a correction of the escrow analysis. XXXX. As of the date of this complaint, the mortgage servicer continues to use the projected annual property tax amount of {$24000.00} despite the exemptions submitted and despite XXXX XXXX 's inability to identify any tax obligation supporting that amount.

Company response to consumer: Closed with non-monetary relief