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.From: *** ***Date: Fri, Jul 3, at 7:AMSubject: RE: You have a new message from the Revdex.com serving Greater Cleveland regarding complaint #***To: [email protected] have not reached out to me about anythingAll I want is my money back
Regards,
*** ***
The customer references a "late fund refunded due to changing due date." CrossCountry does not have records of a changing due date and it is unclear what the customer is referring to. The customer references a "one a year courtesy reversal." CrossCountry is not sure what this is referring to. As for the request for assistance, CrossCountry's previous letter addresses those concerns
Please send any and all correspondence, refunds etcto the following address*** ** *** *** *** *** ***Thank You
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
This loan application was for the purchase of property Shortly after the application was started, the seller of the property filed bankruptcy The bankruptcy caused extensive delays in the sale and application Once the bankruptcy was resolved and the sale ready to proceed, the
customer went to different contractors for repair quotes in conjunction with the 203k loan Some of the bids received exceeded one hundred thousand dollars Around that time, an appraisal was ordered and the appraised value was determined Unfortunately, the value of the property did not support the level of repairs the customer wanted to do New contractor bids in line with the amount of repairs that could be done were needed The most recent contractor bid was approximately fifty thousand dollars, significantly less than the original bidsAs these issues caused delays, the customer's income documentation previously provided to CrossCountry Mortgage became stale and new documentation was required CrossCountry Mortgage has continued to process the application and will be contacting the customer to discuss it
Based on a review of the file, several complex factors contributed to the
issues raised by the Customer, specifically whether the Customer qualified for the *** ** *** Program. As a result, CrossCountry Mortgage agrees with Customer’s settlement request and a check will be sent to the
Customer at the address provided
The original annual insurance policy was paid at closing. After the closing, the insurance company adjusted the premium, increasing it $87.29. CrossCountry Mortgage paid the $87.29 from the customer's escrow account after being informed of the additional charge. The renewal policy...
was also paid.CrossCountry Mortgage did not stop paying the customer's homeowners insurance.
The customer started an application with CrossCountry Mortgage on September 23, 2016. CrossCountry Mortgage diligently and timely processed the application. However, the customer's application is now delayed because the customer has not provided the required documentation....
Specifically, the customer's W2 wages are listed on the customer's tax returns as other wages (not W2 income). CrossCountry Mortgage has requested an explanation for the discrepancy but has not been provided one. Additionally, CrossCountry Mortgage never accused the customer of fraud on his tax returns, it merely pointed out the issue and asked for an explanation. Obviously, income is an important piece of the mortgage loan application process and a resolution to this issue is required to process the application. As for the customer's accusation that CrossCountry Mortgage believed the insurance agency was phony, CrossCountry Mortgage attempted to contact the agent provided by the borrower however the phone number was disconnected/out of service. CrossCountry Mortgage notified the borrower of the issue and requested alternative contact information. In response, the customer provided a business card for the agent with the same, disconnected phone number on it. As for the repeated requests for documentation, the documents faxed by the customer were not legible and CrossCountry Mortgage requested clear, legible copies.Finally, as to the cost of the appraisal, a typical, single family home appraisal costs approximately $400.00. The subject property however was a two unit (not a single family) which cost a little more. CrossCountry Mortgage was not aware that the property was a two unit until the appraisal was already performed and charged.To resolve the complaint, CrossCountry Mortgage is willing to refund the difference in the appraisal fee, $200.00.
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:It is completely false that my application could not continue due to my inability to provide details on a prior mortgage. Not only had I explained to Terry F[redacted] the fact that there was only one home loan that was subsequently sold, but I have emails to prove that the matter of the "two" mortgages was resolved. When I found out that Terry was fired and Jeffrey M[redacted] requested this same information on July 1, 2015, I first asked if he could review the information that I had already sent to Terry as well as the documents that Terry had obtained from the [redacted] Clerk of Court's office. When he said he did not have access to this information, I personally contacted the Clerk of Court's office on July 3, 2015 and paid $12.33 to have all documents pertaining to the property mailed to me. They show both mortgage companies (the first company and the second company when the loan was sold) as well as the final disposition of the property (it was sold in a Sheriff's sale and purchased by the Office of Veteran's Affairs). I did not have a chance to provide this information to Cross Country Mortgage because it became impossible to reach Jeffrey M[redacted] by phone. When I requested to speak with his supervisor I was transferred to a [redacted] DeWayne S[redacted] who proceeded to tell me that he had personally declined my application and said that it was "not his fault that I ruined my credit"! I was horrified at not only his tone, but his cavalier and rude attitude. Especially when both Terry and Jeffrey had already said that I was approved (in fact, Jeffrey suggested that I place a one time charge on my credit card and then pay off all but $10 to boost my score by just a few points in order to get a lower interest rate. At the time the balance on that card was zero). Not only had I been told by Jeffrey that my loan would be closing on June 30, 2015, but also my employer was given this same information in order to express the urgency of her providing a copy of my pay stub no later than June 29th (she sent the information, but later told me when she called to confirm receipt as per Jeffrey's request, he was unavailable and could not be reached). I even purchased a Mortgage Disability Policy on the word of Jeffrey that I would be closing on June 30th!Now, I would be happy to provide the information that I obtained from the [redacted] Clerk of Court and move forward with the loan if CrossCountry can guarantee that I close within two weeks of resuming proceedings and with the original interest rate of 3.87%. If not, I would like to be refunded the following: $385 to obtain a Motion to Incur Secured Debt from the Bankruptcy Court, $524 for a Home Appraisal, $12.33 Document Retrieval from the [redacted] Clerk of Court's Office (Total $921.33). Also, I would like the two credit inquiries removed from my Credit Report as I was told that my credit would only be run again when we were guaranteed to close.
Regards,
[redacted]
This customer's loan amount increased because the closing cost were originally going to be paid by the customer but then moved into the loan amount. Specifically, the original cash to close from the borrower was $1,337. See the "Estimated Cash to Close" on page one of the Loan Estimate. The Closing Disclosure had cash going to the customer (no cash to close). See the "Cash to Close" on page one of the Closing Disclosure. Moving the closing cost caused the loan amount to increase, as requested by the customer. Any additional increase was explained in the original response.The increase to the monthly payment corresponded to the increased loan amount.Estimated closing costs increased as the "Initial Escrow Payment at Closing" (Line G on the Loan Estimate and on the Closing Disclosure) went from $534 to $1,182. The initial escrow payment is for the customer's homeowner's insurance and property taxes. The remainder of the closing costs increase was the Rate Lock Fee of $579.38 to re-lock the rate. The original rate lock expired July 22, 2016 and had to be re-locked. In summary, the biggest change from the Loan Estimate to the Closing Disclosure was moving the closing costs into the loan amount. Again, this was done at the direction of the customer who did not want to bring cash to close.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
RE: CROSSCOUNTRY
MORTGAGE, INC.’S FOLLOW-UP RESPONSE TO COMPLAINT NO. [redacted]
[redacted],
This letter serves as
CrossCountry Mortgage, Inc.’s (“CrossCountry”) follow-up response to complaint
no. [redacted].
The customer’s allegations
were investigated internally. It’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 loan. Regarding the pre-approval issue, the
initial pre-approval letter sent in from the customer is dated March 30, 2015
and is now out of date. Thereafter, there was no pre-approval in effect at the
relevant time. One 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 instance. The loan officer has also reviewed
CrossCountry’s internal policies concerning customer service. Consequently,
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 ** R[redacted]
Alex
** R[redacted], [redacted]
Corporate 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.
e-mail response received from company 6/9/17Good Morning [redacted],We have reviewed [redacted]’s response and application. At this time, the [redacted]’s loan has closed. CrossCountry offered Mr. and [redacted] a $500 credit for their experiences and troubles. After speaking with both [redacted] and Eric R[redacted], this complaint boils down to a misunderstanding on various levels. [redacted] expressed several concerns. First, [redacted]’s complaint regarding the PUD was a result of an error made by the appraiser. CrossCountry worked to rectify the issue by consulting the Homeowner’s Associate and the VA. When it was discovered that the PUD did not exist and that there was no maintenance agreement regarding a private drive, the appraisal was corrected. The PUD issue was one factor in the delay. CrossCountry 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 estimate. Upon 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 Officer. The [redacted]s have expressed that they will look to find their own insurance and will be refunded the unused portion. It 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 R. S[redacted], Esq.Associate Corporate CounselCrosscountry Mortgage Inc.6850 Miller RoadBrecksville, Ohio 44141
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 2016. 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.
VIA E-MAIL ONLY
November 12, 2014 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].
The consumer complains that his mortgage payment is $96.91 more than what he
originally thought it would be. This allegation is false as the consumer’s mortgage
payment is actually less. The initial application signed by the consumer estimated a
monthly payment of $1,799.51. The final and actual monthly payment for the consumer
was $1,747.44.
The consumer complains that CrossCountry delayed closing, causing a rate lock extension
fee of $1,020.06. This allegation is false. The consumer was purchasing a new home that
was in the process of being built. The purchase agreement between the consumer and
the builder called for a September 15th closing date. Naturally, in order to close the loan,
the home needed to be finished and therefore CrossCountry needed a certificate of
occupancy, pest treatment certification, and other documentation from the builder. The
builder did not complete the home by the September 15th closing date so on September
17th CrossCountry advised the consumer that the rate lock would expire on September
30th and that a fee would be charged to extend it. On September 26th, the builder
delivered the certificate of occupancy. On September 29th, the builder delivered the
warranty and pest treatment forms. These documents were sent to CrossCountry’s
underwriting department on September 30th, a clear to close was given on October 1st and
the loan closed on October 2nd. Considering the builder didn’t finish the home until two
weeks after the purchase agreement’s closing date, it is peculiar that the consumer is
blaming CrossCountry for the delay.
The consumer requests fees incurred for the pest control treatment at the property. It is
unclear from the complaint why CrossCountry would be responsible the payment of the
pest control fee. Issues concerning the home are between the consumer and the builder.
If you require any additional information or have any questions, please contact me at
[redacted] or [redacted].
[redacted]
Corporate Counsel
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] 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.
From: [redacted] [redacted]
Date: Tue, Nov 4, 2014 at 12:54 PM
Subject: ID [redacted]
To: [redacted]
[redacted] something to add to this complaint ID [redacted] On October 11th, 2014, Cross Country Mortgage ran a...
hard inquiry credit report against my name without my approval.
Unsure why, considering the Mortgage had closed on October 2nd, 2014.
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 loan. In the middle of the loan application process, the customer took out a new car loan which significantly changed her credit and debt to income ratio. Due 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 performed. This is false, an appraisal was done. A copy of the appraisal is attached. It 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 ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.From: *** ***Date: Fri, Jul 3, at 7:AMSubject: RE: You have a new message from the Revdex.com serving Greater Cleveland regarding complaint #***To: [email protected] have not reached out to me about anythingAll I want is my money back
Regards,
*** ***
The customer references a "late fund refunded due to changing due date." CrossCountry does not have records of a changing due date and it is unclear what the customer is referring to. The customer references a "one a year courtesy reversal." CrossCountry is not sure what this is referring to. As for the request for assistance, CrossCountry's previous letter addresses those concerns
Please send any and all correspondence, refunds etcto the following address*** ** *** *** *** *** ***Thank You
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
This loan application was for the purchase of property Shortly after the application was started, the seller of the property filed bankruptcy The bankruptcy caused extensive delays in the sale and application Once the bankruptcy was resolved and the sale ready to proceed, the
customer went to different contractors for repair quotes in conjunction with the 203k loan Some of the bids received exceeded one hundred thousand dollars Around that time, an appraisal was ordered and the appraised value was determined Unfortunately, the value of the property did not support the level of repairs the customer wanted to do New contractor bids in line with the amount of repairs that could be done were needed The most recent contractor bid was approximately fifty thousand dollars, significantly less than the original bidsAs these issues caused delays, the customer's income documentation previously provided to CrossCountry Mortgage became stale and new documentation was required CrossCountry Mortgage has continued to process the application and will be contacting the customer to discuss it
Based on a review of the file, several complex factors contributed to the
issues raised by the Customer, specifically whether the Customer qualified for the *** ** *** Program. As a result, CrossCountry Mortgage agrees with Customer’s settlement request and a check will be sent to the
Customer at the address provided
The original annual insurance policy was paid at closing. After the closing, the insurance company adjusted the premium, increasing it $87.29. CrossCountry Mortgage paid the $87.29 from the customer's escrow account after being informed of the additional charge. The renewal policy...
was also paid.CrossCountry Mortgage did not stop paying the customer's homeowners insurance.
The customer started an application with CrossCountry Mortgage on September 23, 2016. CrossCountry Mortgage diligently and timely processed the application. However, the customer's application is now delayed because the customer has not provided the required documentation....
Specifically, the customer's W2 wages are listed on the customer's tax returns as other wages (not W2 income). CrossCountry Mortgage has requested an explanation for the discrepancy but has not been provided one. Additionally, CrossCountry Mortgage never accused the customer of fraud on his tax returns, it merely pointed out the issue and asked for an explanation. Obviously, income is an important piece of the mortgage loan application process and a resolution to this issue is required to process the application. As for the customer's accusation that CrossCountry Mortgage believed the insurance agency was phony, CrossCountry Mortgage attempted to contact the agent provided by the borrower however the phone number was disconnected/out of service. CrossCountry Mortgage notified the borrower of the issue and requested alternative contact information. In response, the customer provided a business card for the agent with the same, disconnected phone number on it. As for the repeated requests for documentation, the documents faxed by the customer were not legible and CrossCountry Mortgage requested clear, legible copies.Finally, as to the cost of the appraisal, a typical, single family home appraisal costs approximately $400.00. The subject property however was a two unit (not a single family) which cost a little more. CrossCountry Mortgage was not aware that the property was a two unit until the appraisal was already performed and charged.To resolve the complaint, CrossCountry Mortgage is willing to refund the difference in the appraisal fee, $200.00.
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:It is completely false that my application could not continue due to my inability to provide details on a prior mortgage. Not only had I explained to Terry F[redacted] the fact that there was only one home loan that was subsequently sold, but I have emails to prove that the matter of the "two" mortgages was resolved. When I found out that Terry was fired and Jeffrey M[redacted] requested this same information on July 1, 2015, I first asked if he could review the information that I had already sent to Terry as well as the documents that Terry had obtained from the [redacted] Clerk of Court's office. When he said he did not have access to this information, I personally contacted the Clerk of Court's office on July 3, 2015 and paid $12.33 to have all documents pertaining to the property mailed to me. They show both mortgage companies (the first company and the second company when the loan was sold) as well as the final disposition of the property (it was sold in a Sheriff's sale and purchased by the Office of Veteran's Affairs). I did not have a chance to provide this information to Cross Country Mortgage because it became impossible to reach Jeffrey M[redacted] by phone. When I requested to speak with his supervisor I was transferred to a [redacted] DeWayne S[redacted] who proceeded to tell me that he had personally declined my application and said that it was "not his fault that I ruined my credit"! I was horrified at not only his tone, but his cavalier and rude attitude. Especially when both Terry and Jeffrey had already said that I was approved (in fact, Jeffrey suggested that I place a one time charge on my credit card and then pay off all but $10 to boost my score by just a few points in order to get a lower interest rate. At the time the balance on that card was zero). Not only had I been told by Jeffrey that my loan would be closing on June 30, 2015, but also my employer was given this same information in order to express the urgency of her providing a copy of my pay stub no later than June 29th (she sent the information, but later told me when she called to confirm receipt as per Jeffrey's request, he was unavailable and could not be reached). I even purchased a Mortgage Disability Policy on the word of Jeffrey that I would be closing on June 30th!Now, I would be happy to provide the information that I obtained from the [redacted] Clerk of Court and move forward with the loan if CrossCountry can guarantee that I close within two weeks of resuming proceedings and with the original interest rate of 3.87%. If not, I would like to be refunded the following: $385 to obtain a Motion to Incur Secured Debt from the Bankruptcy Court, $524 for a Home Appraisal, $12.33 Document Retrieval from the [redacted] Clerk of Court's Office (Total $921.33). Also, I would like the two credit inquiries removed from my Credit Report as I was told that my credit would only be run again when we were guaranteed to close.
Regards,
[redacted]
This customer's loan amount increased because the closing cost were originally going to be paid by the customer but then moved into the loan amount. Specifically, the original cash to close from the borrower was $1,337. See the "Estimated Cash to Close" on page one of the Loan Estimate. The Closing Disclosure had cash going to the customer (no cash to close). See the "Cash to Close" on page one of the Closing Disclosure. Moving the closing cost caused the loan amount to increase, as requested by the customer. Any additional increase was explained in the original response.The increase to the monthly payment corresponded to the increased loan amount.Estimated closing costs increased as the "Initial Escrow Payment at Closing" (Line G on the Loan Estimate and on the Closing Disclosure) went from $534 to $1,182. The initial escrow payment is for the customer's homeowner's insurance and property taxes. The remainder of the closing costs increase was the Rate Lock Fee of $579.38 to re-lock the rate. The original rate lock expired July 22, 2016 and had to be re-locked. In summary, the biggest change from the Loan Estimate to the Closing Disclosure was moving the closing costs into the loan amount. Again, this was done at the direction of the customer who did not want to bring cash to close.
Yes, CrossCountry is willing to pay $300 of the appraisal costs. Please let me know where the check should be sent.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
RE: CROSSCOUNTRY
MORTGAGE, INC.’S FOLLOW-UP RESPONSE TO COMPLAINT NO. [redacted]
[redacted],
This letter serves as
CrossCountry Mortgage, Inc.’s (“CrossCountry”) follow-up response to complaint
no. [redacted].
The customer’s allegations
were investigated internally. It’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 loan. Regarding the pre-approval issue, the
initial pre-approval letter sent in from the customer is dated March 30, 2015
and is now out of date. Thereafter, there was no pre-approval in effect at the
relevant time. One 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 instance. The loan officer has also reviewed
CrossCountry’s internal policies concerning customer service. Consequently,
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 ** R[redacted]
Alex
** R[redacted], [redacted]
Corporate 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.
e-mail response received from company 6/9/17Good Morning [redacted],We have reviewed [redacted]’s response and application. At this time, the [redacted]’s loan has closed. CrossCountry offered Mr. and [redacted] a $500 credit for their experiences and troubles. After speaking with both [redacted] and Eric R[redacted], this complaint boils down to a misunderstanding on various levels. [redacted] expressed several concerns. First, [redacted]’s complaint regarding the PUD was a result of an error made by the appraiser. CrossCountry worked to rectify the issue by consulting the Homeowner’s Associate and the VA. When it was discovered that the PUD did not exist and that there was no maintenance agreement regarding a private drive, the appraisal was corrected. The PUD issue was one factor in the delay. CrossCountry 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 estimate. Upon 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 Officer. The [redacted]s have expressed that they will look to find their own insurance and will be refunded the unused portion. It 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 R. S[redacted], Esq.Associate Corporate CounselCrosscountry Mortgage Inc.6850 Miller RoadBrecksville, Ohio 44141
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 2016. 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.
VIA E-MAIL ONLY
November 12, 2014 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].
The consumer complains that his mortgage payment is $96.91 more than what he
originally thought it would be. This allegation is false as the consumer’s mortgage
payment is actually less. The initial application signed by the consumer estimated a
monthly payment of $1,799.51. The final and actual monthly payment for the consumer
was $1,747.44.
The consumer complains that CrossCountry delayed closing, causing a rate lock extension
fee of $1,020.06. This allegation is false. The consumer was purchasing a new home that
was in the process of being built. The purchase agreement between the consumer and
the builder called for a September 15th closing date. Naturally, in order to close the loan,
the home needed to be finished and therefore CrossCountry needed a certificate of
occupancy, pest treatment certification, and other documentation from the builder. The
builder did not complete the home by the September 15th closing date so on September
17th CrossCountry advised the consumer that the rate lock would expire on September
30th and that a fee would be charged to extend it. On September 26th, the builder
delivered the certificate of occupancy. On September 29th, the builder delivered the
warranty and pest treatment forms. These documents were sent to CrossCountry’s
underwriting department on September 30th, a clear to close was given on October 1st and
the loan closed on October 2nd. Considering the builder didn’t finish the home until two
weeks after the purchase agreement’s closing date, it is peculiar that the consumer is
blaming CrossCountry for the delay.
The consumer requests fees incurred for the pest control treatment at the property. It is
unclear from the complaint why CrossCountry would be responsible the payment of the
pest control fee. Issues concerning the home are between the consumer and the builder.
If you require any additional information or have any questions, please contact me at
[redacted] or [redacted].
[redacted]
Corporate Counsel
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] 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.
From: [redacted] [redacted]
Date: Tue, Nov 4, 2014 at 12:54 PM
Subject: ID [redacted]
To: [redacted]
[redacted] something to add to this complaint ID [redacted] On October 11th, 2014, Cross Country Mortgage ran a...
hard inquiry credit report against my name without my approval.
Unsure why, considering the Mortgage had closed on October 2nd, 2014.
Thanks,
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
Please see the attached response.
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 loan. In the middle of the loan application process, the customer took out a new car loan which significantly changed her credit and debt to income ratio. Due 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 performed. This is false, an appraisal was done. A copy of the appraisal is attached. It 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