Consumer complaint received 2023-01-11 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: CrossCountry Mortgage LLC
State: FL

Complaint narrative:
I purchased my home with Cross Country mortgage as my lender in XX/XX/XXXX. Around XX/XX/XXXX I started to experience some unexpected financial issues. In XX/XX/XXXX I applied for a mortgage forbearance. Throughout this time the company requested documents from me and I uploaded all requested documents. In XX/XX/XXXX the forbearance ended and I started the process to receive mortgage assistance through XXXX XXXX XXXX XXXX XX/XX/XXXX I submitted a loss mitigation packet along with required documentation. This process of uploading documentation also resubmitting another packet per their request went on until XX/XX/XXXX. XX/XX/XXXX I received a XXXX XXXX XXXX confirming that all documents and packets have been received and completed. 

XX/XX/XXXX I received a XXXX FHA XXXX XXXX Trial Offer Notice from mortgage agent XXXX XXXX via email stating that I would be placed on trial period payments of {$1600.00} from XXXX XXXX XXXX, which all payments had to be sent by mail. It also stated that upon completion of the trial payments my loan would be reviewed for modification. I accepted the offer XX/XX/XXXX and the first trial payment was sent XX/XX/XXXX for the XXXX payment. The next payment was sent XX/XX/XXXX for XXXX payment it was a partial payment then another payment for the remaining sent XX/XX/XXXX. XX/XX/XXXX I sent the final payment for XXXX. XX/XX/XXXX I called to XXXX XXXX to speak to my mortgage agent and follow up on the next steps in the process but she wasnt available. I even sent an email to her letting her know I had called and requesting a phone call or response back about the next steps in the process. 

XX/XX/XXXX I received a phone call from agent XXXX she mentioned my past due balance and I made her aware that I had completed my trial payments and was seeking answers on the next steps of the process. She mentioned that my trial payment offer of {$1300.00} ended XX/XX/XXXX due to only XXXX payment being received. I informed her that my trial payment was for {$1600.00} and that I sent all payments in via XXXX mail and that I had proof of such. She then mentioned that there were XXXX different trial payment offers on the system for me and she was confused. I informed her that I had never received the one for {$1300.00} and was never informed that I was removed from the trial payment program that this was my first time hearing any of this. She advised me to submit the proof of payments via the portal as well as email. As she advised I provided proof of payment documentation via email, uploaded to the portal as well as XXXX certified mail. 

I called for weeks getting the runaround and constantly repeating my story And received no assistance just the same response Are you calling today to take care of the delinquency on your account?. XX/XX/XXXX I called in to get an update on everything I had completed in regards to the trial offer and the proof of payments and was advised by a mortgage agent to restart my loss mitigation process all over. I did as advised and uploaded a new packet that day. XX/XX/XXXX I received a missing documents letter, and on XX/XX/XXXX I sent a letter of explanation regarding the missing documents and documents already uploaded per my last packet that was completed. XX/XX/XXXX I uploaded all requested documents, XX/XX/XXXX I received a letter stating there were missing documents. XX/XX/XXXX I uploaded all requested documents, XX/XX/XXXX I received a letter stating that there were documents missing these documents that was claimed to be missing were the same exact documents I already uploaded. 

XX/XX/XXXX I called in to speak to my mortgage agent XXXX XXXX but she was unavailable, I requested a Supervisor but unfortunately XXXX was not available and I was assured that a message would be left with both the agent and Supervisor to return a call to me. XX/XX/XXXX I called to speak to someone as I had not received a phone back from either my agent or a XXXX. The agent who I spoke to informed me that my account was placed in Foreclosure, I informed her that I was not made aware of this by phone, email or in writing and that I didnt understand the process of loss mitigation because I have done everything that was asked for me. She researched my account t and had discovered that the document that was stated as missing was received, she reached out to a XXXX for further guidance. The XXXX advised her to have me send I another letter of explanation this time pertaining to my divorce process, a Separation agreement if XXXX was available as well as the XXXX Deed filed to remove my Husbands  name from property. Although all of these documents have been uploaded before I went ahead and did as requested. As of today XX/XX/XXXX I have not received a phone call, email or letter stating that documents have been received. I placed a phone call to them to confirm receipt today and was told by a mortgage agent that I would receive a phone call once documents have been reviewed and that the Foreclosure process would be stopped. 

The issue here is lack of communication, insufficient information and blatant disregard despite all my offers. As much as I have been trying to get assistance and for so long there is no reason the account should have been sent to foreclosure. Please advise me on what needs to be done so that I can move forward. 
Thank you, XXXX XXXX

Company response to consumer: Closed with explanation