Consumer complaint received 2023-08-28 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: FL

Complaint narrative:
Back in XX/XX/2023 I filed a claim with my insurance company regarding some water damage that occurred in my kitchen cabinet under the sink. The issue was fixed and checks were distributed from my insurance company one in the amount of {$7900.00} and another for the amount of {$5000.00} to pay all parties involved in the repairs of the damage. Checks were sent to my mortgage companies Loss Draft department between the months of XXXX XXXX XXXX 

The first check for {$7900.00} was stalled from being returned back to me because according to Loss Draft I was in XXXX  XXXX  process the date of the loss therefore resulting in them withholding payment and only releasing 20 %. I was informed that XXXX XXXX would have to give approval to release funds despite the fact that I was no longer in XXXX XXXX due to HUD paying the delinquent amount in full. I then contacted XXXX XXXX myself to see what can be done and it was explained to me because my XXXX XXXX case has been resolved that there is no need for approval as I am current in my mortgage payments. The check was finally released after back and forth communication with the false information that they received an approval despite what I was told from the actual department as well as the XXXX XXXX representative contacting Loss Draft on a three way call to assist me in resolving the matter. They then told the representative that my ex-Husband who is not on the check, not on the deed but still attached to the loan had to sign the check as well. This was the reason for delaying the check from being sent back to me. Eventually it was discovered that the information received was false and that they were behind in processing checks, it was eventually released and sent back XX/XX/2023. 

To date they are still withholding the check in the amount of {$5000.00} and continuing this process of delaying it claiming to need additional documentation from the same claim thats been resolved by inspection at 100 % and a certificate of satisfaction. I finally received someone that understands my frustration and was able to assist me in getting the final payment released to me. I am to expect the check by the end of the week. 

I also want to add that I signed paperwork agreeing to a partial claim to assist with my delinquency and it stated that my first mortgage payment for XX/XX/2023 would be {$1400.00}. Upon receiving the first mortgage statement after the delinquency was paid by HUD the mortgage payment is {$2300.00}. It was explained to me in XX/XX/2023 that the increase was due to negative escrow, increase in taxes as well as increased homeowners insurance. I received a phone call a week after this call from the mortgage company attempting to collect the debt of the first mortgage payment. I explained to the representative that I was aware that the mortgage was late and that I needed a little time being that the amount had increased a lot compared to what I signed. The representative suggested I do a XXXX XXXX packet to get assistance and I informed them that it was not needed. Someone started a XXXX XXXX request on my behalf via the portal despite me stating it wasnt necessary. It is my belief that this was done in an effort to withhold the final insurance claim payment and delay the process as its been done this entire time. I wish for the mortgage company to send over all communication between myself, Loss Draft, XXXX XXXX and XXXX  XXXX  pertaining to the funds sent for the claim.

Company response to consumer: Closed with explanation