Consumer complaint received 2024-02-08 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: CA

Complaint narrative:
In XX/XX/year> I was making my normal house payment and on the top of their website cross-country mortgage website was a link for payment assistant programs so I clicked on it out of curiosity and they talked about a 6-month payment deferral take six payments put at the end of the loan I called the number asked every question the woman told me over and over that as long as I start the process and putting uploading the documents I can skip the upcoming months mortgage payment because I will be in their program it only takes 30 days to be in the program well 60 days later I'm still not in the program they're reporting me late on my mortgage I'm trying to figure out what's going on I find out that after the 30 documents I uploaded they only received six I sent a screenshot of the portal on my end and the woman said she only received six on her end and they know there's a problem I had three employees tell me they know there's a problem with the uploading of documents on their portal but nobody does anything about it and they let their customers lives Fall apart I was told to email the documents. I was told by cross country mortgage that they were going to reverse the late on my credit and they never did I was forced to make 2 months mortgage payments out of thin air when I was thinking I was going to be skipping mortgage payments and all they did is report me current on my loan they didn't reverse the late that they put. They finally get everything fixed after 3 months get me into their program so now I'm skipping the six payments that they're supposed to put to the end of my loan but what I find out at the end of this when I'm supposed to be getting paperwork to finalize the 6 month process I get paperwork saying I'm in default of my loan to avoid foreclosure and all these really really harsh statements and I come to find out that all they did is report me late on my loan for 6 months even though I have paperwork saying I've been approved for their program and everything and the president of the company XXXX XXXX and the president of the Lost mitigation of department XXXX were all involved from the very beginning and yet they still let everything fall apart they've reported me and my wife 's credit late for 6 months now and they're still adversely reporting us our credit scores went from over XXXX to under XXXX we are unable to live properly I'm unable to take care of my special needs child because I have no credit and everything 's all messed up his protections under his XXXX have all been violated due to this I've been unable to care for him properly, the reason I moved to this house is for my daughter to go to XXXX XXXX XXXX XXXX of the president of the cross country mortgage knows this and yet for the last year my daughters had to worry more about if we're going to have a house and food and has been very unable to focus on her studies which is affecting her grades and our lives as well as my XXXX XXXX Son suffering the same experiences wondering if he's going to have a home wondering if he's going to have food all because they sit back and do nothing they won't send me any documentation of the promises they make they've told me over and over and over they're going to fix everything but they don't I was told I was going to get notarized paperwork to do the XXXX deferral after they forced me to do a XXXX payment trial but instead I get paperwork to notarize to keep the reduced mortgage payment which is not what we talked about at all. The last conversation I had I was told I would be getting the paperwork to notarize to put the 6 months payments to the end of the loan but instead I'm getting paperwork to keep this modified mortgage payment with the cover letter saying it could mess my credit up cause adverse effects and higher balance on my loan nothing that we talked about they're supposed to be fixing my credit and putting the the payments to the end of the loan. I thank you for all your help XXXX XXXX

Company response to consumer: Closed with non-monetary relief