Consumer complaint received 2025-11-25 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — Fees or costs after closing
Company: CrossCountry Mortgage LLC
State: TX

Complaint narrative:
I am filing this complaint regarding significant issues with XXXX Mortgage involving my original one-time construction loan ( closed XX/XX/year> ) and the subsequent FHA refinance process. Throughout this entire experience, I have encountered repeated errors, lack of communication, conflicting disclosures, and financial harm that I did not cause. 

XXXX. Errors in Loan Closing, Undiscovered Mechanics XXXX, and Delays When I closed on my one-time construction loan in XX/XX/year>, a residual mechanics lien was present on my home. This lien was not identified by the title company, the builder, or CrossCountry Mortgages own construction departmentall of whom were responsible for ensuring clear title. I only learned about this lien one year later when CrossCountry offered me an FHA refinance.

The discovery of the lien caused major delays. I cooperated fully and proactively, including contacting my builder directly to obtain lien releases and necessary paperwork. Despite my cooperation, CrossCountry repeatedly extended my rate lock, ultimately charging me over {$2500.00} in extension fees. These costs were not due to any borrower error ; they were caused entirely by the lenders failure to detect and resolve the lien before my original loan closing.

2. Incorrect Closing Disclosures and Misapplication of Escrow Funds I received closing disclosures from CrossCountry showing specific cash-to-close amounts. Those disclosures do not match the amounts I am now being told are required to finalize the refinance. I was also told that escrow funds from my original loan were massively over-collected, resulting in an excess of over {$12000.00} that should have been returned to me.

Instead, CrossCountry is now telling me that this {$12000.00} overagewhich should have been in my possession for the past yearmust be sent back to them to pay off the prior loan, suggesting that my original loan was never properly paid off, despite assurances to the contrary.

This raises serious concerns about the accuracy of : My original closing disclosures The escrow analysis How my escrow funds were managed Whether the payoff of my prior loan was processed correctly 3. Conflicting Information, Poor Communication, and Credit Risk Communication from CrossCountry has been extremely inconsistent. I was specifically instructed by a loan officer ( XXXX ) not to make payments on my prior loan during the refinance process. I followed those instructions. Now I am being told there are late fees, and that the prior loan may not have been fully paid offplacing my credit at risk.

I have asked repeatedly for explanations and accurate documentation, but I am not receiving clear answers.

4. Harm Suffered Because of CrossCountrys errors and lack of accountability, I have experienced : Financial harm due to unnecessary rate-extension fees ( over {$2500.00} ) Improper escrow over-collection ( over {$12000.00} ) Confusion and potential credit damage due to misinformation about loan payments Emotional stress, significant delays, and time spent trying to resolve issues caused solely by the lenders negligence Potentially inaccurate and misleading closing disclosures, which affect my legal and financial obligations 5. What I Am Requesting I am requesting that CrossCountry Mortgage : Assign a qualified, senior-level representative to thoroughly review my entire file and provide a written explanation of what occurred.

Provide corrected and accurate Closing Disclosures for my FHA refinance Fully account for and reconcile all escrow funds, including : Why the escrow account was over-funded How much should have been returned to m Why I am now being asked to send back {$12000.00} Verify and document the payoff of my prior loan, including addressing : Whether late fees were improperly applied Reimburse all rate-lock extension fees and any other costs that occurred due to CrossCountrys failure to detect the original mechanics lien. 
I ask that there be a credit provided to me if the disclosures are, in fact, defective. 

Provide confirmation in writing that this situation will not negatively impact my credit.

Company response to consumer: Closed with explanation