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CrossCountry Mortgage Rating
Address: 6850 Miller Rd, Brecksville, Ohio, United States, 44141-3222
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The buyer for our home used Franco M in Cary, NC. We were supposed to close on May 31st, he let us know 20 HOURS before closing that we would be delayed by ONE day (June 1st). We moved out of our home as scheduled on May 30th.. While one extra day was an inconvenience, it wasn't a huge deal, and Franco agreed to reimburse us for the extra expenses we would incur due to the delay.
What we discovered is that he dropped the ball on some paperwork required by the USDA, LIED about it, then wound up stonewalling everyone trying to communicate with him (even his own client!) about the transaction/issue, and wound up costing us upwards of $1500 while we were virtually homeless for almost a week. We were supposed to close on May 31st and due to his negligence we did not close until June 5th. He even charged his own client an extension fee for the closing delay even though it was 100% his fault.
He refuses to communicate with anyone and has not reimbursed us one cent. We tried to communicate with the company and they refuse to acknowledge wrongdoing by their employee and refuse to acknowledge our complaint because we were "just the seller" in the transaction even though a formal complaint was also filed by the buyer through the NC Office of the Commissioner of Banks.
Long story short, don't waste your time or money with any loan officer or extension of CrossCountry Mortgage.
On May 10 this year I closed on a home in ***, with CrossCountry Mortgage Inc. as my mortgage provider. During the closing process, CrossCountry Mortgage Inc. failed to accurately disclose my closing costs, omitting some $8,000 for summer taxes (my mortgage includes an escrow account with a monthly payment toward property taxes and homeowner's insurance). I was assured by CrossCountry Mortgage Inc. that all necessary costs were included at closing and that I would have a fixed monthly payment moving forward. I based my future monthly expenditures on that assurance, trusting that CrossCountry Mortgage Inc. had correctly calculated my closing costs and future monthly payments.
CrossCountry Mortgage Inc. then sold my mortgage to *** Bank. In August, *** informed me there was a shortfall on my escrow account of around $7,500, as the bank had paid the summer taxes, which should have been included in my closing costs.
I approached CrossCountry Mortgage Inc. and the title company involved, *** (based in ***) about this issue. *** responded by admitting there had been an error, saying that my closing costs should have included $8,000 in summer property taxes and that amount should have been disclosed to me. *** admitted their part in the error, adding that it was the responsibility of CrossCountry Mortgage Inc. to correctly calculate how much money I owed in closing costs. For their part in the error, *** refunded me the fee of $575 that I paid them at closing.
CrossCountry Mortgage Inc. has yet to acknowledge error in this matter. But it is quite clear that if it is the mortgage provider's responsibility to accurately calculate my closing costs, they failed to do so. This is gross negligence on their part. I am now due to pay *** an unexpected amount of $7,500 because of CrossCountry Mortgage Inc.'s gross negligence in this matter. Again, I planned my own expenditures based on faith in CrossCountry Mortgage Inc.'s ability to do the job it is licensed and regulated at the state and federal level to do.
Customer closed a pur*** mortgage loan (the “Loan”) with CrossCountry Mortgage, Inc. (“CrossCountry”) on May 10, 2018. Servicing rights were transferred to *** on or about July 1, 2018. The Loan included an escrow account for taxes and insurance. Customer alleges that CrossCountry failed to accurately disclose his Closing Costs by omitting the “summer taxes” (property taxes) which he expected to pay at closing. Note, the “summer taxes” are $5280.60. ***’s request for around $8,000.00, as customer alleges, would seem to include the “summer taxes” and other charges. In originating the loan, CrossCountry prepared and provided the following disclosures and documents to customer:1. Loan Estimate, dated 5/4/2018 “(LE”), which disclosed estimated escrow amount of $550.00/mo. (Amount can increase over time) for estimated taxes, insurance and assessment2. Closing Disclosure (“CCM CD”) dated 5/4/2018, which was signed by the customer that same day. • CCM CD section on page 1, entitled Projected Payments, stated an Estimated Total Monthly Payment of $1,924.79, which included a stated amount of $548.31 for Estimated Escrow of Estimated Taxes, Insurance & Assessments. Costs at Closing on page 1 disclosed Closing Costs of $13,195.71 and Cash to Close of $38,239.91.• CCM CD Prepaids, Section F (5) disclosed an amount of $5,280.60 for “City Property Tax (12 mo.) to the ***,” and Section J. Total Closing Costs disclosed an amount of #13,195.16. Those amounts were carried forward to “Calculating Cash to Close” on page 3, which disclosed estimated activity, and when added to other disclosed sums equaled $38,239.91 disclosed Cash to Close. 3. Initial Escrow Account Disclosure Statement that disclosed tax payment disbursements of $7,272.24 anticipated to be made during the coming year from customer’s escrow account for the Loan (“Escrow Disclosure”), which he signed at closing on 5/10/2018. 4. First Payment Letter dated May 10, 2018, signed by customer at closing stated a Total Monthly Payment of $1924.79, which included $548.31 for estimated property taxes and hazard insurance. Above customer’s signature was this statement in bold: “We are aware that the total monthly payment may be subject to change each year due to increases or decreases in annual taxes and/or insurance premiums and when applicable, adjustments in accordance with the adjustable rate mortgage provisions of the Note.” ***, a *** title company (“***”) selected by Seller, prepared the final closing disclosure on May 9, 2018 “(Final CD”) and conducted the closing. Because property taxes in *** are collected in advance and divided between “summer” and “winter” taxes, it is custom and practice for mortgage lenders to defer to local title companies for final calculation of taxes and other local fees and assessments at closing. The Total Closing Costs at Section J were less than those previously stated in the CCM CD and the LE because *** omitted the $5,280.66 amount from Prepaids F(5) in the Final CD it prepared. ConclusionCrossCountry accurately disclosed the customer’s Estimated Total Monthly Payment (including the “summer tax” amount) on all required documents, and the estimate of overall taxes to be escrowed and included in the customer’s Estimated Monthly Payment, Total Closing Costs and Cash to Close on the CCM CD, which customer signed. At closing, *** removed the charge – CrossCountry presuming the title company had good reason to remove the charge and collect the payment (i.e. prepaid by the seller). Assuming the customer is correct, *** erred in their closing and the taxes remain due. In any event and as disclosed in CrossCountry’s loan documents, the customer is responsible for the payment of his property taxes.
Think twice about doing business with this company. Very greedy company, my loan has been less the 75% original LTV for a while they have refuse to cancel my PMI. When I demand that they cancel it, they transferred my account to some other company, I guess not to lose a few dollars. Now I have to start the process with another company. Thus, avoid them if you can.
We are trying to purchase a home. We signed our purchase agreement on 5-29-18. Our loan manager at CrossCountry Mortgage promised us it would be fast tracked and would only take a few weeks. He lied to us for 3 weeks saying it was in underwriting, when it had never actually went. We had to file and extension on the contract because we were supposed to have a conditional approval within 14 days of signing, we didnt. Our contract ran out after 45 days and had to be extended because CCM did nothing with it. No one will return our calls. Myself, our realtor, his boss, their office manager, and now the title company are not getting through to this company or getting called back. Voice mailboxes are full. We were supposed to sign on the house yesterday. Over 2 months of lies, no answers, and being stuck in limbo with no way out. We still dont even know if we were approved for the loan. Our original sign date was July 2, 2018. But no one could get ahold of this company and get final numbers from them for title work. Still cant get ahold of them. We have called corporate office and all we get is a call center that takes our number and name and tells us someone will call us back (8 times and still no call).
CrossCountry Mortgage has been in constant contact with this customer. Specifically, CrossCountry Mortgage's sales representative has been in contact with the customer concerning information needed to complete the application for review by our underwriting department.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The company claims they have been in constant contact but I have proof and witnesses that will show that I have left numerous voicemails, until voicemail boxes were full, as have my husband, our realtor, the title company and even a representative from the USDA. All have tried relentlessly to contact them with extremely minimul response.
Regards
CrossCountry has been in constant contact with this customer. A brief synopsis of the contact with the customer over the past month is as follows;
July 17, 2018: Partial items needed from borrower (VOE’s), requested were sent by piece mail (5 e-mails). Proof of HOI was still a pending item discussed with borrower we needed. July 23, 2018: CrossCountry called and emailed borrower with status update- waiting on a few VOE’s, letter from local union and hoi. July 24, 2018: VOE still outstanding – urgency was highly stressed with borrowers today by CrossCountry. July 27, 2018: Both outstanding VOEs were received by CrossCountry at 3:45pm. July 31, 2018: Borrower emailed CrossCountry explaining that they are ready to close demanding to be contacted. CrossCountry explained there were still external items needed that had been requested, specifically a letter from Local Union and HOI. August 3, 2018: CrossCountry received letter from borrower’s local union not in good standing per condition on loan approval. Needed it to state borrower was in good standing. August 6, 2018: CrossCountry emailed and spoke with borrower about letter from local union, said they would bring dues current and advise once done. August 7, 2018: CrossCountry received updated letter from local union borrowers is now in good standing. Resubmitted loan back to underwriting, updated buyer and buyer’s realtor that file was resubmitted back to underwriting August 8, 2018: Updated loan approval issued from underwriter. All parties to the transaction were emailed about updated loan approval and items needed from buyer based on the most current approval conditions outstanding. Docs still outstanding are; Court Order for Child Support, copy of W2 for borrower’s wife, Proof of payment plan for medical collections and proof outstanding debt was paid off.
I apply for a morgage with cross country Ryan B was helping me Want to pull my credit 1st of all he never called to let me know what it was I had to call him several times email him text them before you find me call me back to let me know basically that my credit is too low and he can not help meI said OK can you send me a copy of the credit report so I could see what I'm looking at yes I will email it to you. Days went by nothing again keep texting emailing it takes a long time to get him on the phone when he finally text me back he tells me to get my own credit report because the system is now allowing him to send it to me which I know is bull. He was very unprofessional a had no courtesy at all. I absolutely would not recommend this guy unless you have perfect credit.
Andrew M was wonderful. He explained everything in detail and was patient enough to do it as many times as needed to clarify any questions. Plus, he has a great, easy-going personality. Thank you for making this experience as stress free as possible.
To Whom It May Concern:
I, *** & *** both borrowers on the loan through Cross Country Mortgage, have been working with loss mitigation since last year after Hurricane Irma. I’ve spoke with loss mitigations on multiple occasions discussions about what I needed to turn in and what was needed in order to get my loan back in order. I was on forbearance and I was told to make my monthly payments until I was given the options offered by loss mitigations. I sent in the paper work to loss mitigations and was told that both borrowers needed their own job verification paper, I filled out one single paper with both individual’s information, so I was contacted and told I need to fill out one for each borrower, a quote for the repairs that were done to the house and each borrower last 2 pay stubs which I sent in as well. I was then contacted by loss mitigations again saying that they receive all my paperwork that they were missing one other form that needed to be filled out which was the Occupancy Form which when the representative contacted me I requested to have the paper emailed to me, so I could fill it out just in case I didn’t have the paper in my loss mitigations packet. About an hour after getting off the phone I was called again and told they would send me the paper the next day which I received the next day. I sent it in separate from the rest of the paperwork. I filled it out and signed and I sent it back. Today is May 11,2018 I spoke to loss mitigations 3-5 times during the last week and was told they have all my paper work. I received an alert on my credit report stating I was 90 days late which I have not been since I’ve been working with loss mitigations I haven’t been given an option to proceed with paying back my loan, so I’m not sure as to why it’s on my credit. I am waiting to be given my options as to how I can pay back my loan. I am requesting to have it removed from my credit report because I have been making every monthly payment and communicating with loss mitigations through this whole process and sent in all necessary documents.
*** I originally sent the paper work by mail but was never received. So, I made a copy before I sent it and scan and emailed it to lossmitproxy email provided by loss mitigations.
To Whom it May concern:
2nd Attempt
I received a phone call from Cross Country this morning and I spoke to the representative about my loan. I was told I received a letter of denial on my letter to you guys concerning my apparent “90 days late” I called loss mitigation today Monday May 21, 2018 and spoke with loss mitigations about my loan again and she explained that there was no communication for about a month. I would like for you guys to go back to play the recorded calls between me and every representative that I spoke to and I sent in documents through mail that was not received on your end. I told the representative that I mail them weeks ago and not sure as to why you did not receive any type of paper work. I also told the representative that I made copies of the all the pieces of paper that were sent in the envelope and will gladly send them by email because I was 2 street lights away from my home. Another representative called and said they were missing one piece of paper and I told them can you end it to me by email just in case I don’t have it in the packet. Called back 3 minutes later and left a message saying if I didn’t receive it today I would receive it tomorrow. I received it and sent it right away.
I’m being denied removal of not accurate information from my credit due to letter being lost in translation between the post office and your office. I don’t believe that’s fair at all. All paper work was sent in a timely matter and I kept in contact. Any paperwork that needed to be sent was sent. I cannot control the delivery of the mail which Is why it was sent by email after speaking to the representative.
My first attempt to contact you guys I explained everything from start to finish and I’m not understanding why I’m being denied. Now, there is no way to contact the “Research Department” by phone because apparently there’s no number only email. I’m requesting to have someone from corporate office or someone from the research contact me to further discuss this matter. Because this just isn’t fair on the company part. I followed all the directions from each representative and sent in all paper work, followed all directions and I’m being penalized for following directions.
*** & ***
***
Loan Number
(The following was copy/paste by Cleveland Revdex.com staff - ***May 24, 2018 *** RE: Loan Number: *** Revdex.com Case Number: *** Dear Mr. and Ms.: We received your correspondence addressed to the Revdex.com (Revdex.com) dated MO 21, 2018, stating that you sent in the requested paperwork for review for a Loss Mitigation workout option, and requesting a correction of our May 2018 reporting of your loan. We have reviewed your concerns and our response is indicated below. We have reviewed your account and determined that our credit reporting is valid. As such, we respectfully decline your request for a credit correction. We are legally obligated to accurately report loan status to the credit agencies, and your account was due for the February 1, 2018 monthly mortgage payment for our May 2018 reporting of your loan. Requests for the information required to be reviewed for a permanent Loss Mitigation workout option were mailed to you on December 18, 2017 and March 6, 2018. The December 18, 2017 correspondence was resent to you on February 15, 2018. We received the requested Verification of Employment and Occupancy and Home Repair Forms, as well as your paystubs on March 21, 2018.The documents were reviewed on March 23, 2018, and we requested a separate Verification of Employment Forms for both borrowers, as well as paystubs for both borrowers, and a contract stating what repairS need to be done, and when, as you indicated that property repairs have not been completed. A blank Verification of Employment Form was sent to the email address on file. As we did not receive the requested documentation, we called you on April 10, 2018 and left a voice message, requesting a call back regarding the documents. The file was subsequently closed on May 1, 2018, as we did not receive the requested and we were unable to contact you. The stops on negative reporting and late fees were removed as well, as the forbearance period had ended. As of May 11, 2018, we have received all of the requested documentation, and your file is currently in line for review. Once a determination has been made, you will be notified of the outcome. We would encourage you to contact our Loss Mitigation Department for updates weekly at 1-866-397-5370, Monday thrOugh Friday, 8:00am-8:00pm CST. The documentation that we relied upon in reaching the conclusions outlined above is enclosed for your reference. If you have any questions regarding this response or require additional assistance, you may contact our Customer Service Department at 1-877-538-8790, Monday through Friday, 7:00am-4:00pm CST. Sincerely ***Escalations Analyst Research Department
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Cross Country has specified that they received my paperwork on March 23, 2018 and they requested me to take that same information and put it on separate pieces of paper with employee pay stubs. Mind you that you have some of my information already so why would I take almost 2 months to just rewrite a piece of paper with the same information that YOU ALREADY HAVE IN FRONT OF YOU. The firs time I sent paperwork by mail it was via FedEx and the second was via USPS. If the mail got lost in translation from the time I dropped it at the post office I am sorry but I don't have any control over how the mail gets there. No-one does... Packages get lost everyday.. individuals don't receive mail either on time or at all sometimes. Also they stated that I was called on April 10, 2018 and a message as left. I did not receive any phone call or message on that day. I spoke to a representative asking why it was closed because I had already sent in the paperwork via mail. If I needed to send in the paperwork via email I would because I made a copy of all the paper work before I sent if off via USPS. She said ok thats fine she gave me the email and I sent it. Second representative Called and she requested an additional form and I sent that by email as well. As of today June 1, 2018 I am still waiting on my decision to be made. Ive never been late on ANYTHING and this is the only thing on my credit report. This is inaccurate information being posted on my credit report. On top of that I called Cross Country to talk to someone in the Research Department and I was LIED TO about them not having any type of contact information besides email which doesn't make any sense.. you're a corporation and you have no telephone in that department? we live in 2018. Thank You for Lying. I was able to get in touch with another representative and she gave me *** extension number and I called and left a message on May 29 or 30th. And I am still waiting one a call back to discuss this matter. Hopefully they don't lie to me again.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards
(The following was copy/paste by Revdex.com staff - ***June 7, 2018 *** Orlando, FL 32828 RE: Loan Number: *** Revdex.com Case Number: *** Dear Mr. and Ms.: We received your correspondence addressed to the Revdex.com (Revdex.com) dated June 4, 2018, stating that you sent in the requested paperwork for review for a Loss Mitigation workout option prior to your loan being removed from Loss Mitigation. We have reviewed your concerns and our response is indicated below. Our records indicate that we spoke to you on March 23, 2018 to request the separate Verification of Employment Form and 30 days paystubs for both borrowers, as well as a contract stating what repairs need to be completed and when. As we did not receive the documentation, on April 10, 2018, we attempted to contact you through the phone number we have on file, ***, and left a voice message. Please note that we cannot claim responsibility for any delays in our receipt of documentation caused by the United States Postal Service. You may send documentation by email to lossmitproxvasourmortgageonl ine.com, or by fax to 1-847-574-7654. You may also contact our Loss Mitigation Department at the number provided below to verify our receipt of documentation. As we did not receive the requested information until May 10, 2018, after your file was closed, the negative credit reporting stop will not be placed on your account. As of the date of this letter, your file is in line for review for any Loss Mitigation workout options available to you under Federal Housing Administration (FHA) guidelines. Once a determination has been made, you will be notified of the outcome. We would encourage you to contact our Loss Mitigation Department weekly for updates at the number indicated below. You may call our Customer Service Department at the number below for any questions regarding your mortgage loan. For questions regarding Loss Mitigation, you may contact us at 1-866-397-5370, Monday through Friday, 8:00am-8:00pm CST. You may also contact our Research Department for any questions regarding the servicing of your loan at: Attention: MS LMP1710 1 Corporate Drive, Suite 360 Lake Zurich, IL 60047-8945 Fax: 1-847-574-7569 Email: [email protected] If you have any questions regarding this response or require additional assistance, you may contact our Customer Service Department at 1-877-538-8790, Monday through Friday, 7:00am-4:00pm CST. *** Escalations Analyst Research Department
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Good evening,
I have received and read the response from Cross Country and I would like to state again that yes I did speak to a representative about my file. You guys received the initial paperwork with contained both of Me and Mrs. on one single paper I was contacted and told that I need to have both of us on a separate piece if paper and you need both. The paper work was sent by mail and I am not putting the blame on you guys for not receiving the piece of mail, but I also don't think that its fair that I'm being blamed for it as if I did not send the required paperwork. You stated that a phone call was made and a message was left. No phone call or message was left on my end concerning anything about the paper work besides for 1 message that was left stating that the representative received my paperwork and I needed to send in one more thing which was the Occupancy form. After I got off the phone with her she called and left a message stating that if I didn't receive it today(day that she called) and I would receive it tomorrow(day after she called).
Going back to when I found out about my file no longer being looked at by loss mitigation in May, when the representative told me I was no longer working with them because they never received the paperwork and I stated that the paperwork has been sent weeks ago, so I simply asked is there another way I can send the paperwork and the representative provided the email as to how I could send it. I let the representative know that I made a copy of everything before sending it the first time via mail and I would scan and send over as soon as possible. I didn't want their to be an issue with Loss mitigations not having my paperwork.
I received a phone call Monday June 11, 2018 stating that their was a decision made on my file and I would pay said amount for 3 months and a final modification would be made after that. But I'm still being reported on my credit report. I am the one who was affected by Hurricane Irma and I did everything I could to get myself back on my feet,get a job and get my house fixed from the damages that occurred. And I am still trying to do what I can to get myself situated concerning my mortgage payments. I did everything that was asked by the Loss Mitigation and the only thing that is making this an issue is a piece of mail being lost in translation between me and Cross Country. This is affecting my credit in a very negative way because this is the only thing thats on my credit and I would be highly appreciative if it was removed, especially now that everything has been figured out. I am making all necessary payments onetime and have not missed any payments since my loan has started.
Also I have no received a phone call back from *** since message was left.
Thank you so Much,
***
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards
A representative from this company said I could get a 95000 mortgage I have all emails between myself and Mr R and the underwriter telling me to go look for a house I found a house and couldn't get in contact with Mr R only to find out he no longer worked for the company. So I went to the location of the office that was in his email to speak to someone the building was empty. I goggled the company and got the Macomb location and got in contact with Craig the owner of that branch I explained what was going on that I found a home and was trying to close he pulled my funding said Mr R was no good at his job. I had bid on several houses and spent months looking only to find out I have no funding. I signed a contract for a loan and I want them to honor it whether or not Mr R works for the company or not it's just a different branch of the same company my self and my children are going to be homeless due to their unscrupulous business practices he then said he'd fund me for 60 00 I found a,house and now I can't get a hold of him please make him honor the contract set in place by his company anyone reading this do not do business with this company they are unprofessional charlatans and down right liars
The customer applied for a mortgage loan to purchase a primary residence on March 15, 2018. On March 19, 2018, CrossCountry Mortgage, Inc. (“CrossCountry”) informed the customer she had been pre-qualified for a mortgage loan with a purchase price of up to $95,000. CrossCountry emphasized that the pre-qualification was based on the unverified income, asset and liability information the customer provided to CrossCountry, and reiterated the pre-qualification was not a commitment to lend or a loan approval. During the origination of the loan, the customer's income was verified at a lower amount than the amount used for the pre-qualification. Specifically, certain child support income could not be validated. Unfortunately, based on the customer's verified income, the customer was not eligible for a mortgage loan in the $95,000 range. CrossCountry continues to be in contact with the customer to help her get approved for a mortgage loan of that amount.
Finally, while there was a change in the loan officer after the initial contact, it had no effect on the speed of the application or the customer's eligibility.
I'm contracting you with great frustration of the poor services we have received from Cross Country Mortgage; after receiving notice of a New Home Loan approval for ***; ***. *** and I have experienced: inconsistent information, redundant processing, since February we’ve received 4 closing dates with February, March & April, ignored calls, sent excessive emails, texts and made lots of calls for statuses that have gone nowhere!!! We have also experienced the different closing cost ranging from $8,900 - $21,000 finally falling back to $8,900 est. We have been told that our application has gone from one underwriter to another. In addition, we were told that the approved account was sent to their Quality Control department for sign off Clear-to-Close. We have since been told by the builder (***) that if the home did have a clear-to-close by April 6, 2018 that our 'SOLD' sign would be replaced by a 'FOR SALE' sign. AS OF April 13, 2018------a FOR SALE sign is on the contracted property. Cross Country Mortgage emailed us along with the builder, assuring both parties that their underwriter would be finished with our case and we should expect to go to settlement by April 19 & 20. Instead, the Quality Control underwriter requested a letter of explanation regarding the deposit of two checks deposited in our account in December!!! We gave this information to Cross Country weeks ago!!!--- one of many REDUNDANT PROCESSING!!! TODAY, I RECEIVED A CALL FROM THE BUILDER INFORMING US THAT CROSS COUNTRY HAS 72hrs to provide a CLEAR TO CLOSE or they would provide us with a document to end our contract on the home. When we informed Cross Country of *** attempted actions they replied-----THEY ARE DOING THE BEST THEY CAN DO AND THAT THEY HAVE CONTACTED THE UNDERWRITER. According to Cross Country Mortgage, we are APPROVED!!!!! This experience has caused lack of sleep, shortness of breath, loss appetite and it has interfered with my work performance. I have missed 3 deadlines at work within a 3-week period. Fortunately, my employer is aware of what I am experiencing. However, unfortunately, my task may be temporarily re-assigned to another employee!!! We have missed family events----my great aunt’s 90th birthday family gathering, our wedding date has been postponed until July of next year, a baby shower for a new family member has been cancelled and a book signing in celebration of my 2nd Fictional novel was cancelled due to depression of this home process. TOTALLY EMBARRASSED!! Because *** is a school teacher, he has been able to hide his stress from his students because he has to. *** is a dedicated school teacher that has received awards for Teacher of the Year. He also, finds time to spend with his mother, a stroke-victim who suffers with mild dementia. Even she has sensed a difference at times. An excellent example of a MOTHER’S LOVE, KNOWING HER CHILD no matter what state of mind they’re in!!! At home, his stress is very visible! *** looks aged, worried and he’s surely has had an unbalanced appetite. Today is April 24, 2018 and I have called in sick because I needed rest. I have also put off a medical procedure that requires a week off of work with hopes that I could rest in our new home. WE WANT THE PROPERTY THAT WE HAVE BEEN APPROVED FOR: ***, ***. This is not the way to treat people when they have put in hard work and earnings into something that they want and deserve. We have spent nearly $50,000 starting with the deposit, closing cost, referred services from the lender outside of Cross Country mortgage and the lender’s financial advice. Under no circumstances should anyone be told that they are APPROVED and go through unnecessary stress afterwards! After months of experiencing the worse, I started researching *** preferred lender CROSS COUNTRY MORTGAGE. What I came across was not good! I can relate to most of these complaints----- ***. *** is totally at fault for referring this lender and has since discontinued using Cross Country Mortgage as their preferred lender. This decision was made their experience with other clients contracted with Cross Country!! This does nothing for us! It leaves us nowhere……….*** offered their other lender who was willing to approve us at a lower loan and smaller home in an area we have no interest in living!!!! THIS SERVICE NEEDS TO BE FIXED IMMEDIATELY!!!! If you need our chronological notes regarding this case, we will be more than happy to forward them to you. We were informed that Jim ***, a longtime member of *** and the President of *** has no idea of how this NEGATIVELY impacts ***.
The customers applied for a mortgage loan from CrossCountry to finance the purchase of a primary residence on or about February 28, 2018. The Purchase and Sale Agreement for that primary residence was dated December 2, 2017 (the “Agreement”). The loan was submitted to CrossCountry's underwriting department and a conditional approval was issued on March 20, 2018. The conditional approval was subject to 27 conditions related to the customers' income, assets, credit and miscellaneous items. During the underwriting process, CrossCountry discovered inconsistencies regarding income and asset information, including variation in the customers’ self-employment and insufficient funds to close the loan.On May 7, 2018, CrossCountry received a signed Release Agreement, dated May 1, 2018, indicating that the customers had withdrawn from the Agreement to purchase the property they had applied for financing through CrossCountry. The receipt of the Release Agreement effectively closed the loan application for that specific property address. Even if the customers had not rescinded the Agreement, CrossCountry was unable to verify that the customers had sufficient funds to close their loan under any of CrossCountry’s loan programs. CrossCountry dedicated several employees to the customers’ loan application while attempting to find an appropriate loan program for which they might qualify, and diligently communicated with them on an almost daily basis during late April and May 2018 regarding the status of their loan.
COMPLAINT ID#***Revdex.com MESSAGE from CCM (1):The customers applied for a mortgage loan from Cross Country to finance the purchase of a primary residence on or about February 28, 2018. The Purchase and Sale Agreement for that primary residence was dated December 2, 2017 (the “Agreement”). The loan was submitted to Cross-country’s underwriting department and a conditional approval was issued on March 20, 2018. The conditional approval was subject to 27 conditions related to the customers' income, assets, credit and miscellaneous items. During the underwriting process, Cross Country discovered inconsistencies regarding income and asset information, including variation in the customers’ self-employment and insufficient funds to close the loan.CUSTOMER rebuttal RESPONSE (1): We were told by the lender that our loan had been APPROVED!!! We were told by the lender that all conditionals were CLEAR & ACCEPTABLE once we gave all documents to the underwriter as instructed by the lending agent! Going forward the case became complicated and unprofessional because we were asked to send the same information numerous times! We were NEVER informed about any discrepancies of income! We provided required paystubs from our full-time, competitive day job salaries, excellent career professions (School teacher & Mgmt. Analyst), along with the direct bi-weekly deposits, our 401k (assets)! The lending agent informed us that we had a qualified credit score which was over 580 (WHICH HAS INCREASED SINCE)! There were 3 Letters of Explanations (LOE) satisfying their inquiries of non-payroll deposits! There is no self-employment in existence! We have been honest with Cross Country Mortgage, informing them that we have musical talent and have served as a stand-in for a wedding and a performance for the Governor (included in our LOE). This event can surely be witnessed on social media! On March 30, we provided the lending agent an email (snap shot) of our bank account balance which proved closing funds. On April 13 the builder sent us the following email in regards to the lending agents instructions---exactly written: We received an update from your lender this morning that he has submitted your complete file to the Underwriter to obtain a Clear to Close status. He anticipates that we should be able to go to settlement next Wednesday or Thursday. I wanted to advise you that we will probably only be able to give you about 48 hours’ notice of your settlement date. Although, not an ideal situation, we will need to proceed as quickly as possible. When I have a good date from Cross Country, I will be back in touch to share that information with you.4/16/2018 - Attached email conversation thread between the underwriter and the lending agent in which we received ----their actual words were: “WE DO HAVE ENOUGH FUNDS TO CLOSE!”4/24/2018 – We received a call from the builder that they have been more than patient with Cross Country Mortgage!! We have had a total of 4 closing dates promised by Cross Country Mortgage since February. The builder can attest to the emails and phone calls from the lending agent regarding all the above closing dates. The builder explained that it had caused them to lose money and that someone else was interested in purchasing the home. Later that day, the builder sent us an addendum stating the following: “Buyer and Seller have agreed to a financial contingency as follows: if the lender cannot provide the clear to close within 72 hours of 4/24/2018 the sales agreement will be voided. Any deposit paid by the purchaser to Seller will be refunded.”4/24/2018 – Devastated and overwhelmed by the builder’s phone call and addendum, we texted the lending agent at 9:36am about the 72hr clear-to-close urgency. Attached you will find the actual texted thread.CCM Lending agent’s exact response: “We’ll do everything we can” Our reply: “This is really bad”CCM Lending agent exact response: “No its not if its 72 hours passed that its painful but your not dead. Keep perspective – did you sit down to eat some waffle and get picked off by clown with gun!”THE UNFORTUNATE 2018 TRADGEY THAT TOOK PLACE AT THE *** HAS TRULY HURT AMERICA, ESPECIALLY THE AFRICAN AMERICAN COMMUNITY! HOW COULD CROSS COUNTRY BE SO CRUEL, INSULTING, INSENSITIVE BY REFERENCING THIS IN COMPARASION TO OUR LOAN?Going forward on our case with Cross Country Mortgage, we continued to receive calls from the lending agent assuring us that we were good to go, AND assured us that their upper management understood and cleared all of our LOE’s. He claimed that he was awaiting signatures from the CEO!!!!Revdex.com MESSAGE from CCM (2):On May 7, 2018, Cross Country received a signed Release Agreement, dated May 1, 2018, indicating that the customers had withdrawn from the Agreement to purchase the property they had applied for financing through Cross Country. The receipt of the Release Agreement effectively closed the loan application for that specific property address. Even if the customers had not rescinded the Agreement, Cross Country was unable to verify that the customers had sufficient funds to close their loan under any of Cross-country’s loan programs. CUSTOMER rebuttal RESPONSE (2): On May 1, 2018 the builder sent us the addendum for signature to end the contract of the purchase home since CCM did not honor their commitment. Yes, on May 1, 2018 the Release Agreement was signed, however, we did not agree to this action! We had no other choice to sign the addendum because we were informed that they (the builder) would be moving forward to sell the property of our interest to someone else since the CCM did not commit to the 72hrs addendum!!! On May 3, the lending agent contacted us via text and cell to inform us that he was still in the process of getting signatures!!!!! Oddly, he asked us for the finals sales price of the home. He also asked us what was the closing help amount. He then asked us did the builder give us the EMD back and how much was it? WHY WOULD HE ASK US THESE QUESTIONS --- the finals sales price of the home, what was the closing help amount? In closing of CCM reply to Revdex.com:….” diligently communicated with them on an almost daily basis during late April and May 2018 regarding the status of their loan.”CUSTOMER rebuttal RESPONSE (3): Diligently? This is not true! We chased CCM with lots of calls, emails and text messages!!! We receive inconsistent information. Redundant request for documents etc. Many times there were no return calls from CCM, to include, a number of no return text messages or emails.TO Revdex.com & CCM:Yes, this is a justifiable rebuttal! CCM is painting pictures of good and fair service. They are NOT taking any fault or responsibility on their wrongful service. What we experienced was equivalent to the many blogs posted about CCM! The blogs are truly warnings to others! And these blogs should certainly be reviewed as warnings to the Revdex.com, builders and realtors! What we experienced was a NIGHTMARE, VIOLATION OF OUR CONSTITUTIONAL RIGHTS (we have the right pursuit of happiness; we love performing – we were verbally informed by the lending agent that they pulled up recent performances that were posted on social media and has since held that against us), WE HAVE EXPERIENCED INSULTS FROM CCM, FRUSTRATION, SERIES OF STRESS, SLEEP LOSS, REDUCED PRODUCTIVITY AT OUR JOBS, NEGLIGENT, POSTPONED OUR WEDDING DATE, MISSED FAMILY EVENTS, VIOLATION OF OUR CONSTITUTIONAL RIGHTS AND A HORRIBLE OFFENSIVE RACIAL SLUR!CCM are responsible for letting the builders 72hrs addendum expire! CCM should have BEEN PROFESSIONAL AND HONORABLE ENOUGH TO GIVE US our approval and allowed us to shop to FIND ANOTHER PROPERTY!SEE ATTACHED Supporting documents to compliant rebuttal # COMPLAINT ID#
Customer Rebuttal Response (1)Customers contend that submitting the requested documents as instructed satisfied the conditions described to them by CrossCountry. Merely providing requested documentation does not, by itself, satisfy conditions to approval as all information contained in the requested documents must be then be reviewed. The documents submitted by the customers raised additional questions with underwriting due to continued inconsistencies in the information provided, and did not satisfy the remaining conditions for the customers’ loan to proceed to the next phase. The funds identified by CrossCountry as being available for closing were unable to be sourced and verified to an extent that would satisfy underwriting requirements for available loan programs.Customer Rebuttal Responses (2) and (3)Customers contend that CrossCountry caused the Builder to send the customers the Release Agreement. The Addendum described by the customers expired due to customers’ failure to provide requested information and documents to satisfy the remaining conditions to approval by underwriting, despite numerous requests. CrossCountry was never informed of the pending Release Agreement and did not even receive it until May7, 2018 at which time it had been signed. In addition, the customers received a full refund of the money deposited with the Builder.
Steve K and Cross Country Mortgage were top notch in handling and finalizing the mortgage on our new home. Steve and his team did a great job of guiding us through this process and ensuring things went smoothly every step of the way.
Steve and the rest of the Cross Country Mortgage staff were absolutely amazing! They were so thorough and helpful every step of the way. Steve works around the clock and is always available, allowing him to stay one step ahead of the game. He helped me close on my house in less than 2 weeks and made the process painless! He was VERY dedicated and dependable. Everything about Cross Country Mortgage was top notch. Steve exceeded my expectations and I would recommend him 100% to anyone looking to buy a house!
I was relocating to Missouri from Colorado. My house in Colorado sold very quickly. I needed the to close on my Missouri home in less than a month. Steven K and his team at Cross Country Mortgage did in 19 days. They went above and beyond for my family. Great experience, will use Steven again in any future endeavors.
CrossCountry Mortgage/Andrew M, truly, made buying my home a very comfortable and stress free experience. There is so much involved with buying a home, it can become quite a daunting task, but Andrew did all of the work for me and kept me informed every step of the way. I do appreciate the service and dedication that I received. Thank you!!
Steve K with Cross Country Mortgage and his team were truly a blessing to me during my first home buying experience. Steve took his time to educate me on what I was doing every step of the way. He even paid for me to take a “what to expect” during the home buying process course that was very helpful. Steve was there to answer my questions at a moments notice even during weekend and evening hours. He never had me wait longer than an hour to provide what I needed. If he wasn’t available his team members were there for me just as much. Always encouraging and kind service. I have recommended Steve and his team to several people already and will continue to do so. I’ve never felt more at ease and taken care of through a major life decision.
Steve K and his staff and Cross Country Mortgage, were extremely helpful in purchasing our new home. We hadn't bought a house in years, and Steven made us feel comfortable and answered each and every question quickly. We would recommend him and his staff highly. Thank you Steven!!
Steven at Cross Country Mortgage went above and beyond during my underwriting process. I'd like to add that this was also my first time buying a home (also out of state), which was a bit nerve racking, especially since I had some unconventional obstacles to overcome during my underwriting. Steven was constantly on the ball and helped me address all issues leading up to a close without any extensions to escrow! I would HIGHLY recommend Steven to anyone who's looking for an honest lender and full of integrity. He does what he says he'll do - ALWAYS.
Cross Country Mortgage was easy to use and Steve K was very professional and helpful.
Steve K and CrossCountry Mortgage were great from day one. Communication was on point and the entire process was painless. Steve was always available for questions and when it was time to close it went extremely smooth. Was able to close in only 5 days after inspection! Would definitely recommend.
The mortgage refinance process with Cross Country Mortgage and Andrew Matkovic exceeded my expectations. It was smooth, simplistic and exceptionally customer service driven.
Andrew and his team were amazing! This was our first time buying a house and the lender stepped in and made sure were we well taken care of due to our horrible experience with the realtors and title company. Andrew worked very hard making sure we got our dream home and we can not thank him enough for all of his hard work. Andrew and his team really showed that they cared and valued us during the whole transaction! I would definitely recommend them to anyone that needs a lender!