Complaints
This profile includes complaints for CrossCountry Mortgage, LLC.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 298 total complaints in the last 3 years.
- 90 complaints closed in the last 12 months.
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Initial Complaint
Date:07/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have tried to get a housing mortgage from them, the experience was awful that it takes 7 weeks to still not get a commitment letter. Lenders: ******* ***** and ****** ****** barely respond to my call or text, leave me hanging in. Now that I finally get my commitment with another company, they won't transfer my appraisal over to my new lender. I requested the transfer on 19 July and haven't received anything back. I'm currently requesting a new appraisal but was upset about this process and hope to get a refund for the appraisal since Crosscountry won't transfer MY documents over.
Business Response
Date: 08/12/2022
Please see the attached response letter for further details.
8/12/2022 -- Upon our investigation, it
was discovered that the initial loan officer is no longer employed
with CrossCountry. Please accept our apologies
for any delays that may have occurred due to this. We have addressed the transitioning of loans process with the appropriate staff members, to
ensure this does not occur again. Upon
further review, it was found that we were waiting on additional information
from the customer regarding the customer's employment before we could proceed with the review of the mortgage loan. We apologize that the request for the appraisal report
to be transferred was not received and addressed in a timely fashion. As such, we will be issuing a refund in the amount
of $575.00 for the appraisal fee under a separate cover.Initial Complaint
Date:07/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid $500 for an appraisal fee, but switched mortgage companies and the appraisal for the $500 was never executed. I disputed the charge on my credit card, but then received a check for the $500 so i cancelled the dispute on my card and cashed the check. The check was then returned by my bank saying it was cancelled by the payer. It seems like this was just a timing issue that Cross Country handled the dispute with the credit card company while the check was in the mail. I am still looking to receive this $500.Business Response
Date: 08/22/2022
Please see attached response letter for further details.
8/22/2022 -- We issued a refund for the appraisal fee on June 30, 2022; however, it
was found that the fee was being credited back to the customer's card due to a chargeback
being placed with the credit card company; therefore, the check was canceled. We received a refund for the chargeback on July 11, 2022. Therefore, we issued the check for the refund of the appraisal fee on August
19, 2022, under UPS tracking number ******************. Please accept our
apologies for any inconvenience the customer may have experienced.
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