Consumer complaint received 2025-01-30 00:00:00
Product: Mortgage — FHA 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: TX

Complaint narrative:
I am filing this complaint against Cross Country Mortgage ( XXXX ) XXXX # XXXX regarding the unexplained and repeated increases in my mortgage payment, escrow mismanagement, and lack of transparency in loan servicing. Despite my continued efforts to seek clarification, I have received no clear explanation for these changes, leading me to believe that my mortgage servicer is taking advantage of me as a first-time homebuyer. 

Key Issues : Unjustified Mortgage Payment Increases : At closing, I was provided with a clear breakdown of my expected monthly mortgage payment. However, in less than seven months, my payment has increased three times with no prior warning or explanation : - XX/XX/XXXX ( Closing ) Initial Payment : $ [ XXXX ] ( as per loan agreement ) - XX/XX/XXXX Increased to {$2800.00} - XX/XX/XXXX Increased again to {$2800.00} with no justification. 
I have requested a breakdown of these changes multiple times, but I have received no clear response. 

Unexplained Escrow Shortage of {$2400.00} Despite Consistent Payments : - My escrow account suddenly reflects a negative balance of {$2400.00} despite my monthly mortgage payments being made in full and on auto-pay. 
- I have never missed a payment, yet my escrow account has fallen into a deficit within XXXX months of closing. 
I need a clear explanation of how this shortage occurred, especially when my escrow payments were included in my mortgage from the beginning. 

Delayed Tax Payments Due to Escrow Mismanagement : - My MUD tax ( {$890.00} ) was marked as paid in my escrow account but was not actually paid until I escalated the issue on XX/XX/XXXX, when it was at risk of delinquency and the check was sent to my tax office weeks later. 
- I had to personally pay my XXXX XXXX tax of {$1400.00} on XX/XX/XXXX out of pocket because my mortgage servicer failed to pay it on time when it was at risk of delinquency XXXX XXXX, XXXX. 
These failures in timely tax payments put me at financial risk and demonstrate negligence in managing my escrow funds. 

Impact : - Financial Burden : My budget was based on the original mortgage estimate at closing, yet my payments continue to increase arbitrarily. 
- Loss of XXXX : I have since canceled auto-pay because I no longer trust that my funds are being allocated correctly. 
- Emotional Stress, XXXX XXXX XXXX XXXX XXXX XXXX : As a first-time homebuyer, I feel that my mortgage servicer is taking advantage of me by making unjustified increases and mismanaging my escrow. 

Resolution Sought : I would love if CFPB could investigate Cross Country Mortgage for : - Immediate correction of my mortgage payment back to the originally agreed amount. 
- A full audit of my escrow account, including an itemized breakdown of all tax payments, insurance, and other charges. 
- A clear explanation of why my mortgage has increased three times within seven months.

- A commitment to proper escrow management to prevent future unjustified increases and delayed tax payments. 
- Assurance that I will not face penalties for withholding payments while seeking resolution.

Company response to consumer: Closed with explanation