This business response was received by Revdex.com via email and is a copy/paste by **.Good Afternoon, Here is our response to the customer's complaint: CrossCountry Mortgage takes all complaints seriously and wish to only provide quality customer service. The customer and CrossCountry spoke to...
each other and resolved the matter outside of Revdex.com communications. CrossCountry has issued an appraisal refund and both parties have reached amicable terms. While it is unfortunate that a misunderstanding occurred, CrossCountry will take this opportunity to continue to grow and provide quality customer service. Thank you, Anthony S[redacted], Esq.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
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]
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.
Again, I had no problem providing the information (in fact it is in my files now as I had no issue obtaining copies from the appropriate Clerk of Court's office, something your team member seemed incapable of doing!). Any information that was requested was provided promptly. I didn't send this information as well due to the fact that it became impossible to reach anyone as I stated before! Now, as to the statement that there were other issues with my credit file, my credit information was known the first time that my credit report was pulled almost a year ago. At that time I was pre-approved and proceeded to Underwriting. I did not hear that there was an issue with my credit report until after I spoke with DeWayne S[redacted] in July (and this after my credit score had gone up from what it had been when I was first prequalified), so I reject that excuse absolutely!! I refuse to believe that CrossCountry Mortgage sends an applicant to Underwriting when the applicant does not meet the minimum credit score requirements. What mortgage company would do so? The lawsuits would be staggering if a company wasted a consumers time and money so!I will state again, 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) because if, as they have stated, there were issues with my credit file, then we should have parted ways at that point and I would not now be out this amount. 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]
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 increased. CrossCountry Mortgage's fees stayed the same throughout the transaction.
June 5, 2015 Subject: CrossCountry Mortgage, Inc.'s Response to Complaint No. [redacted] CrossCountry Mortgage, Inc. ("CrossCountry") was processing a mortgage purchase loan for the customers. The title report for the property being purchased revealed a mortgage that prevented the property...
from being transferred free and clear. In other words, with the preexisting mortgage on title, CrossCountry could not close the loan. The customers were advised of the issue and all parties worked to get the mortgage released. It took some time to get the title issue resolved, but it eventually was. A 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 property. The customer planned on purchasing a new home (with a CrossCountry loan) and rent their current home to a prospective tenant. When the prospective tenant decided not to rent it, the customer decided not to proceed with the purchase of the second property. As for the customers' allegation that they paid CrossCountry $1,000 to hold the interest rate, that is false. The customers did not pay CrossCountry anything to hold the rate. As for the customers' allegation that they lost their $500 escrow deposit, CrossCountry believes the seller of the property returned it. As for the customers' allegation that CrossCountry did not return calls, that is false. All of CrossCountry's responses were timely. As for the customer's allegation that CrossCountry repeatedly asked for the same documentation, yes some documentation needs to be updated throughout the loan application process. That is especially true here when there is delay due to a title issue. If you have any questions or comments, please contact me at [redacted] Very truly yours, /s/ Alex ** R[redacted] Alex ** R[redacted], Esq. Corporate Counsel
CrossCountry Mortgage contacted the customer after the original Revdex.com complaint to discuss finishing the refinance. In order to complete the refinance however, the customer must provide CrossCountry Mortgage with the requested information. It appears based on the customer response to CrossCountry Mortgage and their reply through the Revdex.com, that the information will not be provided. If the customer would like to complete the refinance, they will need to cooperate with CrossCountry Mortgage's request. Alternatively, CrossCountry Mortgage has offered to refund the customer's appraisal fee.CrossCountry Mortgage understands that the volume of information requested in conjunction with a loan application may seem excessive, but it is necessary to comply with applicable lending guidelines.
VIA E-MAIL ONLY
November 21, 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 customer's complaint is focused on with the mortgage loan process and what products he did/did not qualify for. CrossCountry reviews each loan file on its particular facts and circumstances and its underwriting decisions and product offerings are made on a variety of factors and guidelines. If the customer requires additional or specific information on his file, he can contact the loan officer.
CrossCountry would like to resolve this matter however and is offering a refund of the appraisal fee of $450.00.
CrossCountry has attempted to contact the customer, but the customer has not returned its phone call.
If you require any additional information or have any questions, please contact me at 440-[redacted] or [redacted].
/s/ [redacted]
[redacted], Esq. Corporate
(The following was copy/paste by Revdex.com staff - [redacted]From: Anthony [redacted]Date: Fri, Aug 11, 2017 at 4:51 PMSubject: Thomas [redacted] Revdex.com ComplaintTo: "[redacted]>Good Afternoon Lou, We have review Mr....
[redacted] complaint. CrossCountry 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 options. CrossCountry assisted Mr. [redacted] to obtain a mortgage with his first home, with no complications. The loan originator assisting Mr. [redacted], James [redacted], described having a very good relationship with the customer. The 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 it. He then moved into the new home and the old home was used as a rental property. It was at this point the first obstacle in the refinance surfaced. Mr. [redacted]’s In-Laws financed the purchase. Due to the nature of that loan (an unsecured and unrecorded loan), the refinance could not be completed. Further, underwriting had sent a statement of denial to Mr. [redacted], referencing the residence and the unrecorded loan as a principal reason for denial. Mr. [redacted] returned to CrossCountry in order to try and complete the same refinance of the newly purchased home with the unsecured and unrecorded loan. Mr. [redacted] already had been denied by other lenders. At this point, CrossCountry made it clear that the debt to income ratio was too high and the refinance would not be approved. However, Mr. [redacted] offered advice in stating that in July of 2017, guidelines would change that could help get the refinance approved. Mr. [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 opposite. CrossCountry 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 guarantee. Despite Mr. [redacted]’s claim, CrossCountry did not offer a subprime loan; CrossCountry suggested as a possible option a non-prime lender ([redacted]) with a 24 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 service. CrossCountry prides itself on excellent, efficient, and personalized customer service and will use this experience to grow in cultivating strong customer relationships. Thank You, Anthony R. [redacted]Associate Corporate CounselCrosscountry Mortgage Inc.6850 Miller RoadBrecksville, Ohio 44141Direct 440-671-6581 Ext: 1008[redacted]
From: [redacted]Date: Wed, May 6, 2015 at 2:46 PMSubject: RE: CrossCountry Mortgage - Complaint No. [redacted]To: [redacted],In response to the inquiry, CrossCountry’s records indicate that no hard credit inquiry was done under the customer’s...
name in December of 2014. The customer may be seeing a soft credit inquiry that was done to provide a firm offer of credit to the consumer. In any event, I would need the last four digits of the social security number to confirm that no application was opened. [redacted]Corporate Counsel[redacted]m CrossCountry Mortgage, Inc.6850 Miller RoadBrecksville, OH 44141www.myccmortgage.com
Revdex.com:
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]
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 post. Yes they did give us a $400 credit at closing, however, I still feel that this closing was held up because of different matters that should have been addressed. It 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 that. That being said, I still would not recommend anyone to use this company
CrossCountry Mortgage, Inc. does not have any input as to the appraisal of the property. This function is outsourced to a third party that is independent from CrossCountry Mortgage. There are many factors that go into the appraisal of the property, and there are some facts that present...
themselves while the property is being appraised that could affect the cost and turnaround time of the appraisal specific to the property. As to the underwriting challenges you raised, the process and loan for which you are being considered can be affected by many factors, one of which is the value of the property. It appears that several factors could have influenced the outcome with respect to this transaction. That being said, we apologize that you did not have a good experience with CrossCountry Mortgage, and will agree to settle this matter with you by refunding your appraisal fee in the amount of $575.00.
The customer’s
allegations were investigated internally. After 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 customer. Second, there was no verbal approval sent to the customer. The
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 stated. Thus, she was not approved for the loan at any stage in the
course of the customer’s attempt to secure financing with CrossCountry.
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]
June 16, 2015 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, 2015. The customer’s allegations were investigated internally. After speaking to the customer’s loan officer, it appears that the customer went against the loan officer’s advice. The loan officer advised the customer that her credit issues could be an impediment to approval. Any decision by the customer to move out of her apartment before the loan was approved was made against the advice of the loan officer. CrossCountry 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]
[redacted] or [redacted].[redacted] Alex [redacted]
Corporate Counsel
From: [redacted]Date: Wed, Apr 22, 2015 at 9:57 AMSubject: Supplemental information to CrossCountry's Response to Complaint No[redacted]To: [redacted],The Revdex.com requested additional information from CrossCountry Mortgage to supplement its response to compliant [redacted]. Specifically, you requested information regarding the conflicting statements on whether or not the consumer stated she was renting. Attached is a letter from the consumer and a signed application both confirm that CrossCountry Mortgage was advised that the consumer was renting. See highlighted sections of the attached.I'd also like to reiterate that the loan consumer's loan was ultimately denied because of the consumer's payment history to her current lender. The initial response and the documents attached to it show that the consumer was proceeding on the mistaken belief that she had been current with her current lender for the preceding 12 months.If you need any additional information, please let me know.[redacted] Esq.Corporate Counsel
Revdex.com:
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.
Hello,Cross Country Mortgage states in their flyer that no minimum score is required. In the first three sentences of their response, they contradict themselves numerous times. Steven C[redacted] told me, as I stated earlier, that I would have no problem getting a loan with them with the current score that I had. He then suggested ways in which I could improve my score and receive a lower interest rate. He specifically told me that if the [redacted] would submit a letter stating that my payments were on time (which I faxed to him) and if I called [redacted] Bank and asked them to state (untruthfully) that I had made my payments on time from October 2014 until now, that my credit score would be in the 700's. The thing that upset me the most about this company, is that as soon as I left Steven C[redacted] a voicemail telling him that [redacted] Bank would not be able to provide such documentation, he never called me back, did not answer my emails, or acknowledge that he had received my fax. This is totally unprofessional. I have since checked out other complaints against Cross Country Mortgage and many people have had the exact same experience that I have had. Their flyers are misleading, they do not follow through with their customer's, and they are not truthful. I plan to file a complaint with the State Attorney General. Hopefully, someone gets this company to treat their potential clients with honesty and integrity.
Regards,[redacted]
The complainant, Ms. [redacted] was selling property in Florida. CrossCountry Mortgage was working with the buyer to provide financing for the transaction. The seller (complainant) is not CrossCountry Mortgage's customer. The specifics on CrossCountry Mortgage's customer's loan are...
confidential and cannot be shared with third-parties. However, CrossCountry Mortgage did process the application timely and with the utmost concern for the purchase agreement's closing date.
CrossCountry Mortgage, Inc. ("CrossCountry") is researching this customer's file and will need a few more days to review and respond to the request for the loan to be closed. In the meantime, CrossCountry can offer the reimbursement of the customer's appraisal fee to resolve the...
This business response was received by Revdex.com via email and is a copy/paste by **.Good Afternoon, Here is our response to the customer's complaint: CrossCountry Mortgage takes all complaints seriously and wish to only provide quality customer service. The customer and CrossCountry spoke to...
each other and resolved the matter outside of Revdex.com communications. CrossCountry has issued an appraisal refund and both parties have reached amicable terms. While it is unfortunate that a misunderstanding occurred, CrossCountry will take this opportunity to continue to grow and provide quality customer service. Thank you, Anthony S[redacted], Esq.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
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]
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.
Again, I had no problem providing the information (in fact it is in my files now as I had no issue obtaining copies from the appropriate Clerk of Court's office, something your team member seemed incapable of doing!). Any information that was requested was provided promptly. I didn't send this information as well due to the fact that it became impossible to reach anyone as I stated before! Now, as to the statement that there were other issues with my credit file, my credit information was known the first time that my credit report was pulled almost a year ago. At that time I was pre-approved and proceeded to Underwriting. I did not hear that there was an issue with my credit report until after I spoke with DeWayne S[redacted] in July (and this after my credit score had gone up from what it had been when I was first prequalified), so I reject that excuse absolutely!! I refuse to believe that CrossCountry Mortgage sends an applicant to Underwriting when the applicant does not meet the minimum credit score requirements. What mortgage company would do so? The lawsuits would be staggering if a company wasted a consumers time and money so!I will state again, 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) because if, as they have stated, there were issues with my credit file, then we should have parted ways at that point and I would not now be out this amount. 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]
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 increased. CrossCountry Mortgage's fees stayed the same throughout the transaction.
June 5, 2015 Subject: CrossCountry Mortgage, Inc.'s Response to Complaint No. [redacted] CrossCountry Mortgage, Inc. ("CrossCountry") was processing a mortgage purchase loan for the customers. The title report for the property being purchased revealed a mortgage that prevented the property...
from being transferred free and clear. In other words, with the preexisting mortgage on title, CrossCountry could not close the loan. The customers were advised of the issue and all parties worked to get the mortgage released. It took some time to get the title issue resolved, but it eventually was. A 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 property. The customer planned on purchasing a new home (with a CrossCountry loan) and rent their current home to a prospective tenant. When the prospective tenant decided not to rent it, the customer decided not to proceed with the purchase of the second property. As for the customers' allegation that they paid CrossCountry $1,000 to hold the interest rate, that is false. The customers did not pay CrossCountry anything to hold the rate. As for the customers' allegation that they lost their $500 escrow deposit, CrossCountry believes the seller of the property returned it. As for the customers' allegation that CrossCountry did not return calls, that is false. All of CrossCountry's responses were timely. As for the customer's allegation that CrossCountry repeatedly asked for the same documentation, yes some documentation needs to be updated throughout the loan application process. That is especially true here when there is delay due to a title issue. If you have any questions or comments, please contact me at [redacted] Very truly yours, /s/ Alex ** R[redacted] Alex ** R[redacted], Esq. Corporate Counsel
CrossCountry Mortgage contacted the customer after the original Revdex.com complaint to discuss finishing the refinance. In order to complete the refinance however, the customer must provide CrossCountry Mortgage with the requested information. It appears based on the customer response to CrossCountry Mortgage and their reply through the Revdex.com, that the information will not be provided. If the customer would like to complete the refinance, they will need to cooperate with CrossCountry Mortgage's request. Alternatively, CrossCountry Mortgage has offered to refund the customer's appraisal fee.CrossCountry Mortgage understands that the volume of information requested in conjunction with a loan application may seem excessive, but it is necessary to comply with applicable lending guidelines.
VIA E-MAIL ONLY
November 21, 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 customer's complaint is focused on with the mortgage loan process and what products he did/did not qualify for. CrossCountry reviews each loan file on its particular facts and circumstances and its underwriting decisions and product offerings are made on a variety of factors and guidelines. If the customer requires additional or specific information on his file, he can contact the loan officer.
CrossCountry would like to resolve this matter however and is offering a refund of the appraisal fee of $450.00.
CrossCountry has attempted to contact the customer, but the customer has not returned its phone call.
If you require any additional information or have any questions, please contact me at 440-[redacted] or [redacted].
/s/ [redacted]
[redacted], Esq. Corporate
(The following was copy/paste by Revdex.com staff - [redacted]From: Anthony [redacted]Date: Fri, Aug 11, 2017 at 4:51 PMSubject: Thomas [redacted] Revdex.com ComplaintTo: "[redacted]>Good Afternoon Lou, We have review Mr....
[redacted] complaint. CrossCountry 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 options. CrossCountry assisted Mr. [redacted] to obtain a mortgage with his first home, with no complications. The loan originator assisting Mr. [redacted], James [redacted], described having a very good relationship with the customer. The 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 it. He then moved into the new home and the old home was used as a rental property. It was at this point the first obstacle in the refinance surfaced. Mr. [redacted]’s In-Laws financed the purchase. Due to the nature of that loan (an unsecured and unrecorded loan), the refinance could not be completed. Further, underwriting had sent a statement of denial to Mr. [redacted], referencing the residence and the unrecorded loan as a principal reason for denial. Mr. [redacted] returned to CrossCountry in order to try and complete the same refinance of the newly purchased home with the unsecured and unrecorded loan. Mr. [redacted] already had been denied by other lenders. At this point, CrossCountry made it clear that the debt to income ratio was too high and the refinance would not be approved. However, Mr. [redacted] offered advice in stating that in July of 2017, guidelines would change that could help get the refinance approved. Mr. [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 opposite. CrossCountry 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 guarantee. Despite Mr. [redacted]’s claim, CrossCountry did not offer a subprime loan; CrossCountry suggested as a possible option a non-prime lender ([redacted]) with a 24 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 service. CrossCountry prides itself on excellent, efficient, and personalized customer service and will use this experience to grow in cultivating strong customer relationships. Thank You, Anthony R. [redacted]Associate Corporate CounselCrosscountry Mortgage Inc.6850 Miller RoadBrecksville, Ohio 44141Direct 440-671-6581 Ext: 1008[redacted]
Hello, I just wanted you to know we are working on the response and will have it to you by Wednesday at the latest.Thank you,Chuck D[redacted]
From: [redacted]Date: Wed, May 6, 2015 at 2:46 PMSubject: RE: CrossCountry Mortgage - Complaint No. [redacted]To: [redacted],In response to the inquiry, CrossCountry’s records indicate that no hard credit inquiry was done under the customer’s...
name in December of 2014. The customer may be seeing a soft credit inquiry that was done to provide a firm offer of credit to the consumer. In any event, I would need the last four digits of the social security number to confirm that no application was opened. [redacted]Corporate Counsel[redacted]m CrossCountry Mortgage, Inc.6850 Miller RoadBrecksville, OH 44141www.myccmortgage.com
Revdex.com:
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]
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 post. Yes they did give us a $400 credit at closing, however, I still feel that this closing was held up because of different matters that should have been addressed. It 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 that. That being said, I still would not recommend anyone to use this company
CrossCountry Mortgage, Inc. does not have any input as to the appraisal of the property. This function is outsourced to a third party that is independent from CrossCountry Mortgage. There are many factors that go into the appraisal of the property, and there are some facts that present...
themselves while the property is being appraised that could affect the cost and turnaround time of the appraisal specific to the property. As to the underwriting challenges you raised, the process and loan for which you are being considered can be affected by many factors, one of which is the value of the property. It appears that several factors could have influenced the outcome with respect to this transaction. That being said, we apologize that you did not have a good experience with CrossCountry Mortgage, and will agree to settle this matter with you by refunding your appraisal fee in the amount of $575.00.
The customer’s
allegations were investigated internally. After 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 customer. Second, there was no verbal approval sent to the customer. The
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 stated. Thus, she was not approved for the loan at any stage in the
course of the customer’s attempt to secure financing with CrossCountry.
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]
June 16, 2015 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, 2015. The customer’s allegations were investigated internally. After speaking to the customer’s loan officer, it appears that the customer went against the loan officer’s advice. The loan officer advised the customer that her credit issues could be an impediment to approval. Any decision by the customer to move out of her apartment before the loan was approved was made against the advice of the loan officer. CrossCountry 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]
[redacted] or [redacted].[redacted] Alex [redacted]
Corporate Counsel
From: [redacted]Date: Wed, Apr 22, 2015 at 9:57 AMSubject: Supplemental information to CrossCountry's Response to Complaint No[redacted]To: [redacted],The Revdex.com requested additional information from CrossCountry Mortgage to supplement its response to compliant [redacted]. Specifically, you requested information regarding the conflicting statements on whether or not the consumer stated she was renting. Attached is a letter from the consumer and a signed application both confirm that CrossCountry Mortgage was advised that the consumer was renting. See highlighted sections of the attached.I'd also like to reiterate that the loan consumer's loan was ultimately denied because of the consumer's payment history to her current lender. The initial response and the documents attached to it show that the consumer was proceeding on the mistaken belief that she had been current with her current lender for the preceding 12 months.If you need any additional information, please let me know.[redacted] Esq.Corporate Counsel
Revdex.com:
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.
Hello,Cross Country Mortgage states in their flyer that no minimum score is required. In the first three sentences of their response, they contradict themselves numerous times. Steven C[redacted] told me, as I stated earlier, that I would have no problem getting a loan with them with the current score that I had. He then suggested ways in which I could improve my score and receive a lower interest rate. He specifically told me that if the [redacted] would submit a letter stating that my payments were on time (which I faxed to him) and if I called [redacted] Bank and asked them to state (untruthfully) that I had made my payments on time from October 2014 until now, that my credit score would be in the 700's. The thing that upset me the most about this company, is that as soon as I left Steven C[redacted] a voicemail telling him that [redacted] Bank would not be able to provide such documentation, he never called me back, did not answer my emails, or acknowledge that he had received my fax. This is totally unprofessional. I have since checked out other complaints against Cross Country Mortgage and many people have had the exact same experience that I have had. Their flyers are misleading, they do not follow through with their customer's, and they are not truthful. I plan to file a complaint with the State Attorney General. Hopefully, someone gets this company to treat their potential clients with honesty and integrity.
Regards,[redacted]
The complainant, Ms. [redacted] was selling property in Florida. CrossCountry Mortgage was working with the buyer to provide financing for the transaction. The seller (complainant) is not CrossCountry Mortgage's customer. The specifics on CrossCountry Mortgage's customer's loan are...
confidential and cannot be shared with third-parties. However, CrossCountry Mortgage did process the application timely and with the utmost concern for the purchase agreement's closing date.
CrossCountry Mortgage, Inc. ("CrossCountry") is researching this customer's file and will need a few more days to review and respond to the request for the loan to be closed. In the meantime, CrossCountry can offer the reimbursement of the customer's appraisal fee to resolve the...
complaint.