Consumer complaint received 2026-04-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: CrossCountry Mortgage LLC
State: FL

Complaint narrative:
Summary of Issue : I am requesting assistance regarding a servicing and payoff discrepancy during a lender initiated curative refinance closed on XX/XX/year>. CrossCountry Mortgage ( CCM ) committed in writing that the refinance would be Zero Cost and that my full escrow balance would be rolled forward. However, the payoff used at closing did not reflect the Net Payoff shown on the XX/XX/XXXX payoff statement, which accounted for my {$4100.00} escrow credit. The lender also failed to apply the promised lender credit at closing. This curative refinance combined my original first lien ( {$410000.00} ) and a {$20000.00} deferred payment second lien into a single new loan to resolve an eligibility defect that rendered the original loan package unsellable. I identified the discrepancy upon receiving the Closing Disclosure and raised it with the lender prior to closing, but they refused to correct it. As a result, {$4100.00} was financed into my new principal balance. I submitted a formal Notice of Error under Regulation X requesting correction and a full accounting, but the issue remains unresolved. Details : This refinance was initiated by CCM to fix an eligibility defect in the original loan ; I did not request it. The Promise : XX/XX/year> : CCM confirmed in writing that my full escrow balance would roll forward. XX/XX/year> : CCM committed in writing to cover all costs of this corrective refinance. The Discrepancy : XX/XX/year> : Servicer issued a Net Payoff of {$430000.00}, which reflected the combined payoff of both liens and included my {$4100.00} escrow credit. XX/XX/year> : At closing, CCM instead used the Gross Payoff of {$430000.00} when determining the new loan amount. Although the Closing Disclosure lists the correct Net Payoff of {$430000.00}, the CD also explicitly shows that the {$4100.00} difference was financed into the new loan amount. This means my escrow credit reduced the payoff but did not reduce my new principal balance, resulting in an inflated loan amount. I request that the servicer reconcile the XX/XX/XXXX payoff statement with the settlement figures used at closing and explain how the escrow credit and lender credit were applied. Notice of Error : On XX/XX/year>, I mailed a formal Notice of Error and Request for Information under Regulation X requesting all payoff calculations, escrow worksheets, and settlement materials. The servicer has not corrected the discrepancy and has not provided any explanation that reconciles the payoff, escrow balance, or lender credit. The only explanations provided were before closing, and they were inconsistent with the payoff figures and the Closing Disclosure. Harm : This {$4100.00} discrepancy increased my principal balance and is causing ongoing interest charges. I raised this issue prior to closing, but the lender refused to correct it. The lenders own Closing Disclosure confirms that {$4100.00} was financed into the principal, contradicting the written Zero Cost commitment provided on XX/XX/XXXX. I am now seeking CFPB assistance to ensure full correction and accountability. I am requesting a correction of error as defined under 12 CFR 1024.35, not a general customer service inquiry.

Company response to consumer: Closed with explanation