From: [redacted] Sent: Friday, May 08, 6:PMTo: [redacted] ***Subject: Response from Better Bus Bureau ***, Thank you for your explanation through Revdex.com I am the consumer filing the complaint Even if the inquiry was "soft" I did not authorize it sp it should have never occurredI ask that you call the credit bureaus to have it removedThe last four of my social is *** Please call me to discuss[redacted] ***Thank you[redacted] ***
June 5, Subject: CrossCountry Mortgage, Inc.'s Response to Complaint No [redacted] CrossCountry Mortgage, Inc("CrossCountry") was processing a mortgage purchase loan for the customersThe title report for the property being purchased revealed a mortgage that prevented the property from being transferred free and clearIn other words, with the preexisting mortgage on title, CrossCountry could not close the loanThe customers were advised of the issue and all parties worked to get the mortgage releasedIt took some time to get the title issue resolved, but it eventually wasA few days after the title issue was resolved, the customer advised CrossCountry that they did not want to proceed with the loan because they did not want to purchase the propertyThe customer planned on purchasing a new home (with a CrossCountry loan) and rent their current home to a prospective tenantWhen the prospective tenant decided not to rent it, the customer decided not to proceed with the purchase of the second propertyAs for the customers' allegation that they paid CrossCountry $1,to hold the interest rate, that is falseThe customers did not pay CrossCountry anything to hold the rateAs for the customers' allegation that they lost their $escrow deposit, CrossCountry believes the seller of the property returned itAs for the customers' allegation that CrossCountry did not return calls, that is falseAll of CrossCountry's responses were timelyAs for the customer's allegation that CrossCountry repeatedly asked for the same documentation, yes some documentation needs to be updated throughout the loan application processThat is especially true here when there is delay due to a title issueIf you have any questions or comments, please contact me at [redacted] Very truly yours, /s/ Alex [redacted] R*** Alex [redacted] R***, EsqCorporate Counsel
CrossCountry Mortgage was processing the customer's mortgage loan application In doing so, CrossCountry Mortgage requested information on two prior mortgages (Countrywide and Season Mortgage) which both went through bankruptcy Specifically, CrossCountry Mortgage requested from the customer information on the disposition of those mortgages The customer was unable to provide the information and the application could not continue.If any additional information is needed, please contact me
Revdex.com, Inc.Attention: [redacted] E-Mail: [redacted] RE: CROSSCOUNTRY MORTGAGE, INC.’S RESPONSE TO COMPLAINT NO [redacted] ,Please let the following serve as CrossCountry Mortgage, Inc.’s (“CrossCountry”) response to complaint no [redacted] .The customer complains that CrossCountry denied her home purchase mortgage loanIn the middle of the loan application process, the customer took out a new car loan which significantly changed her credit and debt to income ratioDue to these changes, the customer did not qualify for the home purchase mortgage loan.The customer complains that she paid for an appraisal that was never performedThis is false, an appraisal was doneA copy of the appraisal is attachedIt is important to note that the appraisal was ordered BEFORE CrossCountry learned that the customer had taken out a new car loan.If you require any additional information or have any questions, please contact me at [redacted] or [redacted] ./s/ [redacted] ***Corporate Counsel
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I never agreed to take down the postYes they did give us a $credit at closing, however, I still feel that this closing was held up because of different matters that should have been addressedIt is no the fault of the VA and it is no the fault of the HOA, we have spoken to both.Yes, they finally did enhance the closing and we appreciate thatThat being said, I still would not recommend anyone to use this company
The customer’s allegations were investigated internallyAfter speaking to the loan officer in question, we believe that the loan officer handled himself properly regarding this matter First, no written approval or pre-approval, as alleged in the customer’s complaint, was ever sent to the customerSecond, there was no verbal approval sent to the customerThe loan officer simply stated that if—and only if—the customer’s income information that was initially shared with the loan officer was indeed accurate, then there was a chance for the customer to be approved for the loan However, the customer’s actual income was much lower than the income amount initially statedThus, she was not approved for the loan at any stage in the course of the customer’s attempt to secure financing with CrossCountry
CrossCountry has provided a detailed explanation of what was needed to remove this customer's mortgage insurance Please see CrossCountry Mortgage's previous responses going back to August of In response to the latest post, CrossCountry does not keep any of the mortgage insurance premiums collected The premiums are/were forwarded to the third party insurer, Arch
(The following was copy/paste by Revdex.com staff -** *)***From: Anthony [redacted] Date: Fri, Aug 11, at 3:PMSubject: Thomas [redacted] Revdex.com Complaint.To: " [redacted] Good Morning Lou, We have reviewed Mr***’s complaintMr [redacted] was given an explanation regarding his escrow account fundsMr***’s escrow funds were never wired directly to CrossCountryThe funds were applied towards Mr***’s payoff in order to bring down the principal amountCrossCountry explained to Mr [redacted] that had [redacted] not applied the payoff funds CrossCountry would have been unable to get the loan closed at the payments and rates Mr [redacted] wantedOn May 10, CrossCountry had sent a Payoff Guaranty, in which the escrow funds were to be applied towards the principalFurther, CrossCountry Mortgage never communicated to Mr [redacted] that he would be receiving the escrow funds directlyIn the beginning, all potential customers are told that escrow accounts can be refunded or applied towards principals or the new escrow accountsEven Mr***’s payoff statement from [redacted] states that the escrow funds can be applied toward the principal if the mortgagor authorizes the transferAs stated above, if [redacted] had not applied the escrow funds towards the principal, the entire loan would have required restructuring and would not have closed as Mr [redacted] wantedMore importantly, [redacted] would not have applied the funds without authorization from Mr [redacted] to do soCrossCountry even told Mr [redacted] that a simple phone call to [redacted] would suffice for authorizationIt is unfortunate the customer and CrossCountry experienced miscommunication; however, CrossCountry hopes this response clarifies the issue for Mr***Thank You, Anthony R [redacted] Associate Corporate CounselCrosscountry Mortgage IncMiller RoadBrecksville, Ohio 44141Direct 440-671-Ext: 1008anthony[redacted]
CrossCountry Mortgage disagrees with the customer's statement that her closing costs increased from the loan estimate The only change from the loan estimate to the closing disclosure was the loan amount The loan amount increased from two factors One the escrow amount for taxes and insurance increased and two the official payoff from the customer's current lender was higher than the original payoff estimate The customer was advised why the loan amount increasedCrossCountry Mortgage's fees stayed the same throughout the transaction
RE: CROSSCOUNTRY MORTGAGE, INC.’S FOLLRESPONSE TO COMPLAINT NO [redacted] , This letter serves as CrossCountry Mortgage, Inc.’s (“CrossCountry”) follresponse to complaint no [redacted] The customer’s allegations were investigated internallyIt’s still CrossCountry’s position that the loan officer was responsive to the customer and did work diligently for several months to help the customer secure a loanRegarding the pre-approval issue, the initial pre-approval letter sent in from the customer is dated March 30, and is now out of dateThereafter, there was no pre-approval in effect at the relevant timeOne recent message sent to the customer from the loan officer explained that her loan did not have final approval and that other information, such as her tax returns, had to be verified before any final approval was to be given CrossCountry did meet with the loan officer in question to make sure the proper policies and procedures were followed in this instanceThe loan officer has also reviewed CrossCountry’s internal policies concerning customer serviceConsequently, CrossCountry has fully investigated this matter and now considers this matter closed If you require any additional information or have any questions, please contact me at [redacted] or [redacted] /s/ Alex [redacted] R [redacted] Alex [redacted] R***, [redacted] Corporate Counsel
June 16, Email: [redacted] Revdex.com, Inc.Attention: [redacted] E-Mail: [redacted] RE: CROSSCOUNTRY MORTGAGE, INC.’S RESPONSE TO COMPLAINT NO [redacted] ,Please let the following serve as CrossCountry Mortgage, Inc.’s (“CrossCountry”) response to complaint no [redacted] CrossCountry received the customer’s complaint on June 10, The customer’s allegations were investigated internallyAfter speaking to the customer’s loan officer, it appears that the customer went against the loan officer’s adviceThe loan officer advised the customer that her credit issues could be an impediment to approvalAny decision by the customer to move out of her apartment before the loan was approved was made against the advice of the loan officerCrossCountry emailed the customer directly the same conclusions on June 12, 2015.If you require any additional information or have any questions, please contact me at [redacted] or [redacted] [redacted] Alex [redacted] *** Corporate Counsel
e-mail response received from company 6/9/17Good Morning [redacted] ,We have reviewed [redacted] ’s response and applicationAt this time, the [redacted] ’s loan has closedCrossCountry offered Mrand [redacted] a $credit for their experiences and troublesAfter speaking with both [redacted] and Eric R [redacted] , this complaint boils down to a misunderstanding on various levels [redacted] expressed several concernsFirst, [redacted] ’s complaint regarding the PUD was a result of an error made by the appraiserCrossCountry worked to rectify the issue by consulting the Homeowner’s Associate and the VAWhen it was discovered that the PUD did not exist and that there was no maintenance agreement regarding a private drive, the appraisal was correctedThe PUD issue was one factor in the delayCrossCountry received documents one at a time and as documents were received, delays occurred due to a hold up with income verification, bank account verification, and proceeds of sale verification [redacted] ’s experience with the Home Owners Insurance chosen as part of the loan estimate were part of quotes that were sent to the [redacted] s as part of their loan estimateUpon further review, the [redacted] s were given an option to find their own agent for Homeowners Insurance or to use the two quotes provided by the Loan OfficerThe [redacted] s have expressed that they will look to find their own insurance and will be refunded the unused portionIt is unfortunate that CrossCountry did not reach the [redacted] s’ full customer satisfaction; however, CrossCountry can only offer continued customer service moving forward.Thank You,Anthony RS [redacted] , Esq.Associate Corporate CounselCrosscountry Mortgage IncMiller RoadBrecksville, Ohio
(The following was copy/paste by Revdex.com staff - ***)***From: Anthony [redacted] Date: Fri, Aug 11, at 4:PMSubject: Thomas [redacted] Revdex.com ComplaintTo: " [redacted] >Good Afternoon Lou, We have review Mr [redacted] complaintCrossCountry would like to apologize to Mr [redacted] ; however, CrossCountry had taken every possible step to ensure that Mr [redacted] had all available information about his optionsCrossCountry assisted Mr [redacted] to obtain a mortgage with his first home, with no complicationsThe loan originator assisting Mr [redacted] , James [redacted] , described having a very good relationship with the customerThe relationship was so good that Mr [redacted] came back to CrossCountry Mortgage and James [redacted] for a refinance At the time, Mr [redacted] had purchased a home and renovated itHe then moved into the new home and the old home was used as a rental propertyIt was at this point the first obstacle in the refinance surfacedMr [redacted] ’s In-Laws financed the purchaseDue to the nature of that loan (an unsecured and unrecorded loan), the refinance could not be completedFurther, underwriting had sent a statement of denial to Mr [redacted] , referencing the residence and the unrecorded loan as a principal reason for denialMr [redacted] returned to CrossCountry in order to try and complete the same refinance of the newly purchased home with the unsecured and unrecorded loanMr [redacted] already had been denied by other lendersAt this point, CrossCountry made it clear that the debt to income ratio was too high and the refinance would not be approvedHowever, Mr [redacted] offered advice in stating that in July of 2017, guidelines would change that could help get the refinance approvedMr [redacted] made Mr [redacted] aware that it would not guarantee approval but would help in pre-approval Mr [redacted] alleges in his complaint that throughout this process CrossCountry used predatory tactics and tried manipulating Mr [redacted] ; however, CrossCountry did the oppositeCrossCountry tried very hard to assist and develop a good relationship with Mr [redacted] CrossCountry never even ordered an appraisal or took any actions as if approval was a guaranteeDespite Mr [redacted] ’s claim, CrossCountry did not offer a subprime loan; CrossCountry suggested as a possible option a non-prime lender ( [redacted] ) with a month bank statement program and a rate of 6.5%Simply, CrossCountry tried to offer as many options and information to best help Mr [redacted] It is unfortunate Mr [redacted] feels CrossCountry did not offer excellent customer serviceCrossCountry prides itself on excellent, efficient, and personalized customer service and will use this experience to grow in cultivating strong customer relationshipsThank You, Anthony R [redacted] Associate Corporate CounselCrosscountry Mortgage IncMiller RoadBrecksville, Ohio 44141Direct 440-671-Ext: [redacted]
Customer admits that the information was not provided CrossCountry Mortgage could not process the application without the requested information Additionally, the customer's application had other credit issues CrossCountry Mortgage can provide the customer another copy of the letter setting forth the details of the credit issues
[redacted] From: Anthony [redacted] >Date: Wed, Aug 2, at 3:PMSubject: Jason [redacted] ComplaintTo: " [redacted] >Goof Afternoon, We have reviewed Mr [redacted] ’s complaintMr [redacted] ’s mortgage concerns regarding his monthly payments are resolved as we have received the payment coupons and his cancelled checks work as confirmation that payment has been receivedThe issue regarding a change in address cannot be resolved by CrossCountry Mortgage as we are no longer the servicer of the loanIt was made clear to his agent and on the phone that address changes could not be done once the mortgage moved into servicing and was in the process of being transferred to a new servicerOn July 20, Mr [redacted] was sent a correspondence detailing the notice of transfer and all of the new servicer’s informationMr [redacted] ’s loan is now serviced by [redacted] We have included the goodbye letter so that it may be forwarded to Mr [redacted] Any concerns about address changes must be directed towards [redacted] Thank You, Anthony R [redacted] , Esq.Associate Corporate CounselCrosscountry Mortgage IncMiller RoadBrecksville, Ohio 44141Direct [redacted]
I am kindly asking you to find resolution with Crosscountry Mortgage in the manner of an explanation of the incident and an apology for the manner in which they handled the situation Collected information, approved [redacted] for $90,via written letter after all requested information was submitted [redacted] asked for additional funds, and was told by [redacted] she needed a co-signer I being the mother spoke with [redacted] and gave all my personal information, where he ran a credit check and sent [redacted] a text stating with myself being a co-signer she was indeed approved for more The following day [redacted] sent [redacted] another text stating there was no way to be able to help her in any manner I phoned ***, where as he stated he didn't receive her tax information until the day before, [redacted] did submit her tax information again (for the 3rd time) but this was long after the original approval I questioned why take all my personal information, run my credit (which in fact is excellent) and then text denial I questioned the professionalism as to then [redacted] lied to me about not receiving the proper information and that he can't make the bank just give her money The bottom line issue is that [redacted] was approved, took my information and then a text of total withdraw
While CrossCountry Mortgage and its employees use our reasonable efforts to assist borrowers and potential borrowers, as to how they may be able to improve their particular situations, we are not able to guarantee specific results, nor guarantee that third parties creditors agree with our recommendations to the consumer, as their are too many variables outside of our control In some situations, it may be that a CrossCountry employee has deemed the possibility for a particular transaction, or discussions around a particular transaction, are no longer feasible, and does not warrant further discussions, as we are not able to assist the customer This may be misinterpreted to from a consumer's standpoint, as CrossCountry not being responsive, but it is more likely that there is no more that can be done beyond the recommendations that were already made Again, CrossCountry regrets that Ms [redacted] - [redacted] did not believe that she was treated well, as we strive to make customer satisfaction a priority However, there are times that there is simply no more we can do for a consumer, and we believe this was the case in the specific situation, and that is the more likely reason for the discussions to cease
CrossCountry Mortgage's loan officer made great efforts to inform the customer here various, specific loan scenarios to allow her to decide on the best option for her. She was informed that many times when determining a down payment, a viable strategy is looking at the difference in monthly... payments versus and the amount of time it may take to re-accumulate the assets used for the higher down payment. Ultimately, the customer was sent a preliminary loan package with a 30 year conventional mortgage with a 20% down payment with the understanding that CrossCountry Mortgage could adjust the down payment up or down from there after the customer made a final decision.As for the documentation requested, CrossCountry Mortgage requires certain documentation to originate any mortgage loan and the customer here was not asked for any information or documentation that other borrowers/customers are not routinely asked for. Additionally, the loan officer researched all his correspondence with the client and his communication with the client always took place via a myccmortgage.com account vs. a g-mail account. Finally, CrossCountry Mortgage acted as any prudent mortgage lender would in gathering the necessary documents to originate a mortgage and did its best to work with the customer on the best loan options available to her. At no time was the customer's information compromised, sold to or provided to a third party (nor will it in the future).
From: [redacted] Sent: Friday, May 08, 6:PMTo: [redacted] ***Subject: Response from Better Bus Bureau ***, Thank you for your explanation through Revdex.com I am the consumer filing the complaint Even if the inquiry was "soft" I did not authorize it sp it should have never occurredI ask that you call the credit bureaus to have it removedThe last four of my social is *** Please call me to discuss[redacted] ***Thank you[redacted] ***
June 5, Subject: CrossCountry Mortgage, Inc.'s Response to Complaint No [redacted] CrossCountry Mortgage, Inc("CrossCountry") was processing a mortgage purchase loan for the customersThe title report for the property being purchased revealed a mortgage that prevented the property from being transferred free and clearIn other words, with the preexisting mortgage on title, CrossCountry could not close the loanThe customers were advised of the issue and all parties worked to get the mortgage releasedIt took some time to get the title issue resolved, but it eventually wasA few days after the title issue was resolved, the customer advised CrossCountry that they did not want to proceed with the loan because they did not want to purchase the propertyThe customer planned on purchasing a new home (with a CrossCountry loan) and rent their current home to a prospective tenantWhen the prospective tenant decided not to rent it, the customer decided not to proceed with the purchase of the second propertyAs for the customers' allegation that they paid CrossCountry $1,to hold the interest rate, that is falseThe customers did not pay CrossCountry anything to hold the rateAs for the customers' allegation that they lost their $escrow deposit, CrossCountry believes the seller of the property returned itAs for the customers' allegation that CrossCountry did not return calls, that is falseAll of CrossCountry's responses were timelyAs for the customer's allegation that CrossCountry repeatedly asked for the same documentation, yes some documentation needs to be updated throughout the loan application processThat is especially true here when there is delay due to a title issueIf you have any questions or comments, please contact me at [redacted] Very truly yours, /s/ Alex [redacted] R*** Alex [redacted] R***, EsqCorporate Counsel
CrossCountry Mortgage was processing the customer's mortgage loan application In doing so, CrossCountry Mortgage requested information on two prior mortgages (Countrywide and Season Mortgage) which both went through bankruptcy Specifically, CrossCountry Mortgage requested from the customer information on the disposition of those mortgages The customer was unable to provide the information and the application could not continue.If any additional information is needed, please contact me
Yes, CrossCountry is willing to pay $of the appraisal costs Please let me know where the check should be sent
Revdex.com, Inc.Attention: [redacted] E-Mail: [redacted] RE: CROSSCOUNTRY MORTGAGE, INC.’S RESPONSE TO COMPLAINT NO [redacted] ,Please let the following serve as CrossCountry Mortgage, Inc.’s (“CrossCountry”) response to complaint no [redacted] .The customer complains that CrossCountry denied her home purchase mortgage loanIn the middle of the loan application process, the customer took out a new car loan which significantly changed her credit and debt to income ratioDue to these changes, the customer did not qualify for the home purchase mortgage loan.The customer complains that she paid for an appraisal that was never performedThis is false, an appraisal was doneA copy of the appraisal is attachedIt is important to note that the appraisal was ordered BEFORE CrossCountry learned that the customer had taken out a new car loan.If you require any additional information or have any questions, please contact me at [redacted] or [redacted] ./s/ [redacted] ***Corporate Counsel
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I never agreed to take down the postYes they did give us a $credit at closing, however, I still feel that this closing was held up because of different matters that should have been addressedIt is no the fault of the VA and it is no the fault of the HOA, we have spoken to both.Yes, they finally did enhance the closing and we appreciate thatThat being said, I still would not recommend anyone to use this company
The customer’s allegations were investigated internallyAfter speaking to the loan officer in question, we believe that the loan officer handled himself properly regarding this matter First, no written approval or pre-approval, as alleged in the customer’s complaint, was ever sent to the customerSecond, there was no verbal approval sent to the customerThe loan officer simply stated that if—and only if—the customer’s income information that was initially shared with the loan officer was indeed accurate, then there was a chance for the customer to be approved for the loan However, the customer’s actual income was much lower than the income amount initially statedThus, she was not approved for the loan at any stage in the course of the customer’s attempt to secure financing with CrossCountry
CrossCountry has provided a detailed explanation of what was needed to remove this customer's mortgage insurance Please see CrossCountry Mortgage's previous responses going back to August of In response to the latest post, CrossCountry does not keep any of the mortgage insurance premiums collected The premiums are/were forwarded to the third party insurer, Arch
(The following was copy/paste by Revdex.com staff -** *)***From: Anthony [redacted] Date: Fri, Aug 11, at 3:PMSubject: Thomas [redacted] Revdex.com Complaint.To: " [redacted] Good Morning Lou, We have reviewed Mr***’s complaintMr [redacted] was given an explanation regarding his escrow account fundsMr***’s escrow funds were never wired directly to CrossCountryThe funds were applied towards Mr***’s payoff in order to bring down the principal amountCrossCountry explained to Mr [redacted] that had [redacted] not applied the payoff funds CrossCountry would have been unable to get the loan closed at the payments and rates Mr [redacted] wantedOn May 10, CrossCountry had sent a Payoff Guaranty, in which the escrow funds were to be applied towards the principalFurther, CrossCountry Mortgage never communicated to Mr [redacted] that he would be receiving the escrow funds directlyIn the beginning, all potential customers are told that escrow accounts can be refunded or applied towards principals or the new escrow accountsEven Mr***’s payoff statement from [redacted] states that the escrow funds can be applied toward the principal if the mortgagor authorizes the transferAs stated above, if [redacted] had not applied the escrow funds towards the principal, the entire loan would have required restructuring and would not have closed as Mr [redacted] wantedMore importantly, [redacted] would not have applied the funds without authorization from Mr [redacted] to do soCrossCountry even told Mr [redacted] that a simple phone call to [redacted] would suffice for authorizationIt is unfortunate the customer and CrossCountry experienced miscommunication; however, CrossCountry hopes this response clarifies the issue for Mr***Thank You, Anthony R [redacted] Associate Corporate CounselCrosscountry Mortgage IncMiller RoadBrecksville, Ohio 44141Direct 440-671-Ext: 1008anthony[redacted]
CrossCountry Mortgage disagrees with the customer's statement that her closing costs increased from the loan estimate The only change from the loan estimate to the closing disclosure was the loan amount The loan amount increased from two factors One the escrow amount for taxes and insurance increased and two the official payoff from the customer's current lender was higher than the original payoff estimate The customer was advised why the loan amount increasedCrossCountry Mortgage's fees stayed the same throughout the transaction
RE: CROSSCOUNTRY MORTGAGE, INC.’S FOLLRESPONSE TO COMPLAINT NO [redacted] , This letter serves as CrossCountry Mortgage, Inc.’s (“CrossCountry”) follresponse to complaint no [redacted] The customer’s allegations were investigated internallyIt’s still CrossCountry’s position that the loan officer was responsive to the customer and did work diligently for several months to help the customer secure a loanRegarding the pre-approval issue, the initial pre-approval letter sent in from the customer is dated March 30, and is now out of dateThereafter, there was no pre-approval in effect at the relevant timeOne recent message sent to the customer from the loan officer explained that her loan did not have final approval and that other information, such as her tax returns, had to be verified before any final approval was to be given CrossCountry did meet with the loan officer in question to make sure the proper policies and procedures were followed in this instanceThe loan officer has also reviewed CrossCountry’s internal policies concerning customer serviceConsequently, CrossCountry has fully investigated this matter and now considers this matter closed If you require any additional information or have any questions, please contact me at [redacted] or [redacted] /s/ Alex [redacted] R [redacted] Alex [redacted] R***, [redacted] Corporate Counsel
June 16, Email: [redacted] Revdex.com, Inc.Attention: [redacted] E-Mail: [redacted] RE: CROSSCOUNTRY MORTGAGE, INC.’S RESPONSE TO COMPLAINT NO [redacted] ,Please let the following serve as CrossCountry Mortgage, Inc.’s (“CrossCountry”) response to complaint no [redacted] CrossCountry received the customer’s complaint on June 10, The customer’s allegations were investigated internallyAfter speaking to the customer’s loan officer, it appears that the customer went against the loan officer’s adviceThe loan officer advised the customer that her credit issues could be an impediment to approvalAny decision by the customer to move out of her apartment before the loan was approved was made against the advice of the loan officerCrossCountry emailed the customer directly the same conclusions on June 12, 2015.If you require any additional information or have any questions, please contact me at [redacted] or [redacted] [redacted] Alex [redacted] *** Corporate Counsel
CrossCountry Mortgage has removed you from our mailing list
e-mail response received from company 6/9/17Good Morning [redacted] ,We have reviewed [redacted] ’s response and applicationAt this time, the [redacted] ’s loan has closedCrossCountry offered Mrand [redacted] a $credit for their experiences and troublesAfter speaking with both [redacted] and Eric R [redacted] , this complaint boils down to a misunderstanding on various levels [redacted] expressed several concernsFirst, [redacted] ’s complaint regarding the PUD was a result of an error made by the appraiserCrossCountry worked to rectify the issue by consulting the Homeowner’s Associate and the VAWhen it was discovered that the PUD did not exist and that there was no maintenance agreement regarding a private drive, the appraisal was correctedThe PUD issue was one factor in the delayCrossCountry received documents one at a time and as documents were received, delays occurred due to a hold up with income verification, bank account verification, and proceeds of sale verification [redacted] ’s experience with the Home Owners Insurance chosen as part of the loan estimate were part of quotes that were sent to the [redacted] s as part of their loan estimateUpon further review, the [redacted] s were given an option to find their own agent for Homeowners Insurance or to use the two quotes provided by the Loan OfficerThe [redacted] s have expressed that they will look to find their own insurance and will be refunded the unused portionIt is unfortunate that CrossCountry did not reach the [redacted] s’ full customer satisfaction; however, CrossCountry can only offer continued customer service moving forward.Thank You,Anthony RS [redacted] , Esq.Associate Corporate CounselCrosscountry Mortgage IncMiller RoadBrecksville, Ohio
(The following was copy/paste by Revdex.com staff - ***)***From: Anthony [redacted] Date: Fri, Aug 11, at 4:PMSubject: Thomas [redacted] Revdex.com ComplaintTo: " [redacted] >Good Afternoon Lou, We have review Mr [redacted] complaintCrossCountry would like to apologize to Mr [redacted] ; however, CrossCountry had taken every possible step to ensure that Mr [redacted] had all available information about his optionsCrossCountry assisted Mr [redacted] to obtain a mortgage with his first home, with no complicationsThe loan originator assisting Mr [redacted] , James [redacted] , described having a very good relationship with the customerThe relationship was so good that Mr [redacted] came back to CrossCountry Mortgage and James [redacted] for a refinance At the time, Mr [redacted] had purchased a home and renovated itHe then moved into the new home and the old home was used as a rental propertyIt was at this point the first obstacle in the refinance surfacedMr [redacted] ’s In-Laws financed the purchaseDue to the nature of that loan (an unsecured and unrecorded loan), the refinance could not be completedFurther, underwriting had sent a statement of denial to Mr [redacted] , referencing the residence and the unrecorded loan as a principal reason for denialMr [redacted] returned to CrossCountry in order to try and complete the same refinance of the newly purchased home with the unsecured and unrecorded loanMr [redacted] already had been denied by other lendersAt this point, CrossCountry made it clear that the debt to income ratio was too high and the refinance would not be approvedHowever, Mr [redacted] offered advice in stating that in July of 2017, guidelines would change that could help get the refinance approvedMr [redacted] made Mr [redacted] aware that it would not guarantee approval but would help in pre-approval Mr [redacted] alleges in his complaint that throughout this process CrossCountry used predatory tactics and tried manipulating Mr [redacted] ; however, CrossCountry did the oppositeCrossCountry tried very hard to assist and develop a good relationship with Mr [redacted] CrossCountry never even ordered an appraisal or took any actions as if approval was a guaranteeDespite Mr [redacted] ’s claim, CrossCountry did not offer a subprime loan; CrossCountry suggested as a possible option a non-prime lender ( [redacted] ) with a month bank statement program and a rate of 6.5%Simply, CrossCountry tried to offer as many options and information to best help Mr [redacted] It is unfortunate Mr [redacted] feels CrossCountry did not offer excellent customer serviceCrossCountry prides itself on excellent, efficient, and personalized customer service and will use this experience to grow in cultivating strong customer relationshipsThank You, Anthony R [redacted] Associate Corporate CounselCrosscountry Mortgage IncMiller RoadBrecksville, Ohio 44141Direct 440-671-Ext: [redacted]
Customer admits that the information was not provided CrossCountry Mortgage could not process the application without the requested information Additionally, the customer's application had other credit issues CrossCountry Mortgage can provide the customer another copy of the letter setting forth the details of the credit issues
[redacted] From: Anthony [redacted] >Date: Wed, Aug 2, at 3:PMSubject: Jason [redacted] ComplaintTo: " [redacted] >Goof Afternoon, We have reviewed Mr [redacted] ’s complaintMr [redacted] ’s mortgage concerns regarding his monthly payments are resolved as we have received the payment coupons and his cancelled checks work as confirmation that payment has been receivedThe issue regarding a change in address cannot be resolved by CrossCountry Mortgage as we are no longer the servicer of the loanIt was made clear to his agent and on the phone that address changes could not be done once the mortgage moved into servicing and was in the process of being transferred to a new servicerOn July 20, Mr [redacted] was sent a correspondence detailing the notice of transfer and all of the new servicer’s informationMr [redacted] ’s loan is now serviced by [redacted] We have included the goodbye letter so that it may be forwarded to Mr [redacted] Any concerns about address changes must be directed towards [redacted] Thank You, Anthony R [redacted] , Esq.Associate Corporate CounselCrosscountry Mortgage IncMiller RoadBrecksville, Ohio 44141Direct [redacted]
I am kindly asking you to find resolution with Crosscountry Mortgage in the manner of an explanation of the incident and an apology for the manner in which they handled the situation Collected information, approved [redacted] for $90,via written letter after all requested information was submitted [redacted] asked for additional funds, and was told by [redacted] she needed a co-signer I being the mother spoke with [redacted] and gave all my personal information, where he ran a credit check and sent [redacted] a text stating with myself being a co-signer she was indeed approved for more The following day [redacted] sent [redacted] another text stating there was no way to be able to help her in any manner I phoned ***, where as he stated he didn't receive her tax information until the day before, [redacted] did submit her tax information again (for the 3rd time) but this was long after the original approval I questioned why take all my personal information, run my credit (which in fact is excellent) and then text denial I questioned the professionalism as to then [redacted] lied to me about not receiving the proper information and that he can't make the bank just give her money The bottom line issue is that [redacted] was approved, took my information and then a text of total withdraw
While CrossCountry Mortgage and its employees use our reasonable efforts to assist borrowers and potential borrowers, as to how they may be able to improve their particular situations, we are not able to guarantee specific results, nor guarantee that third parties creditors agree with our recommendations to the consumer, as their are too many variables outside of our control In some situations, it may be that a CrossCountry employee has deemed the possibility for a particular transaction, or discussions around a particular transaction, are no longer feasible, and does not warrant further discussions, as we are not able to assist the customer This may be misinterpreted to from a consumer's standpoint, as CrossCountry not being responsive, but it is more likely that there is no more that can be done beyond the recommendations that were already made Again, CrossCountry regrets that Ms [redacted] - [redacted] did not believe that she was treated well, as we strive to make customer satisfaction a priority However, there are times that there is simply no more we can do for a consumer, and we believe this was the case in the specific situation, and that is the more likely reason for the discussions to cease
CrossCountry Mortgage's loan officer made great efforts to inform the customer here various, specific loan scenarios to allow her to decide on the best option for her. She was informed that many times when determining a down payment, a viable strategy is looking at the difference in monthly... payments versus and the amount of time it may take to re-accumulate the assets used for the higher down payment. Ultimately, the customer was sent a preliminary loan package with a 30 year conventional mortgage with a 20% down payment with the understanding that CrossCountry Mortgage could adjust the down payment up or down from there after the customer made a final decision.As for the documentation requested, CrossCountry Mortgage requires certain documentation to originate any mortgage loan and the customer here was not asked for any information or documentation that other borrowers/customers are not routinely asked for. Additionally, the loan officer researched all his correspondence with the client and his communication with the client always took place via a myccmortgage.com account vs. a g-mail account. Finally, CrossCountry Mortgage acted as any prudent mortgage lender would in gathering the necessary documents to originate a mortgage and did its best to work with the customer on the best loan options available to her. At no time was the customer's information compromised, sold to or provided to a third party (nor will it in the future).