CrossCountry Mortgage Reviews 131

Horrific customer service. Someone called me and was rude, critical, did NOT listen to what I said I was wanting in regards to a loan, kept me on a call for 25min telling me nothing helpful other then to keep asking and questioning why I was asking the questions I was asking. Talked down to me, even after I informed them I'd been in real estate for 20 years, and I will NEVER speak with anyone from this company again. HORRIBLE. RUN, DON'T WALK AWAY.

My CCM agent was Nathan Kuether, based out of Dublin, OH. My loan was for a double-wide manufactured home, so there are few lenders that will do this kind of loan. Nathan was personable to start but extremely slow. After submitting all needed documents twice, Nathan informed me that we were good. However, a dispute between the seller and the actual lender (Triad) caused a month delay. I asked him to explain the reasoning multiple times and got vague answers. Just after this delay, the seller reached out to me and informed me I needed to get home insurance or the deal could not go through. After frantically calling Nathan, it turns out, yes he needed me to get this done but had never informed me. I immediately got an insurance quote. It was rejected. I asked Nathan why and he gave me a vague reason. When I pressed him, he blamed Triad (the lender) for their strict insurance requirements. After calling Triad directly, it turns out Nathan lied. I was able to get a very easy quote through an insurance carrier that ticked all the boxes. I submitted to him and it was still rejected. After a very terse phone call, it was then accepted. At signing, the title company attached to CCM asked if I wanted paper or electronic copies of the closing documentation. I requested an electronic copy. They said it would arrive that evening. It didn't. I am in the process of setting up the escrow account without Nathan and fighting to get my closing documentation a week later. The whole experience has been surreal due to incompetence or outright laziness. It seems, after reading a few reviews, I am not alone in my experience. I would highly recommend anyone searching for a manufactured or mobile home loan go to Triad and bypass this joke of a broker CrossCountry Mortgage.

We reached out to CrossCountry Mortgage after being invited to join their “Refinance Club,” which was supposed to offer specific waived fees. What a disappointment it turned out to be nothing more than a sales pitch and one of the most stressful, unprofessional experiences we’ve ever had.

We worked with Jacqueline Clay and the James Beard Team, and from day one we were given conflicting information about our credit and payments. Their third-party verification company (Factual Data) reported false late payments, and we spent hours trying to fix their mistakes. Calls went unanswered, we were transferred around, and the communication was terrible.

When I brought up concerns, Jacqueline was rude and condescending, saying things like “You just don’t listen, Devina,” and “Wow, you don’t appreciate what I’ve done for you.” She even said, “Devina, you worked in finance, you should understand,” which is ridiculous. I’ve never worked in finance, I just ran my own small business and did payroll. At one point, she even told me, “I’ll work on your file, but don’t tell your husband.” That was completely unethical and inappropriate.

When I reported her behavior to James Beard, he brushed it off, saying, “She’s really put herself out there for you she works late and sometimes does too much to try and help, even when I’ve told her it’s not possible. She makes miracles happen.” That kind of response showed a complete lack of accountability within their team.

After weeks of wasted time, stress, and misinformation, we finally walked away and refinanced through Guild Mortgage, who found no late payments, no credit dings, and got us a cash-out refinance at a great rate all without the chaos or disrespect.

I would not recommend CrossCountry Mortgage or the James Beard Team to anyone. Save yourself the frustration and go somewhere that treats you with honesty and respect.

CrossCountry Crooks
CrossCountry Mortgage lured us away from a better loan from a competitor, failed to honor a $13K lender credit, overcharged us $9K in payoff discrepancies, and lied about applying biweekly payments that would've saved us thousands in interest.
We’ve filed complaints with the CFPB, the DFPI, and the BBB. Their practices are deceptive, predatory, and in violation of TILA, RESPA, UCL, and CLRA.
Avoid CrossCountry Crooks at all costs!

The worst mortgage company ever! stay far away. If you ever need any type of document from them, it will take forever to get. Customer service agents don't really want to help and have attitudes. Loan officers will approve you just to be denied later by underwriting. Absolute nightmare all the way around. They love to transfer you over and over instead of helping. I wish I could give them negative stars. STAY AWAY

If i could give zero stars, i would. These people are blood sucking leeches that go behind your back, implement policies, and randomly insurance out of the wazoo, then act confused even after you call, verifying with them personally, saying everything is fine. They lied, increasing my mortgage by $ 150. It doesn't seem like a lot, but my mortgage originally was around $5724. high interest rates, and thinking sending gifts after signing your life away to them will fix it. Save yourself and the headaches, because this company may act like your friend to get you on board, they just want to screw you over.

My experience with Mr. Jonathan Williams was Top Tier… Over the top phenomenal. From start to finish line I had a smile on my face because Mr. J made sure he helped me every step of the way. My mind is blown how knowledgeable and supportive and patient he was. I can go on and on about how wonderful my experience was but we would be here all day. Thanks a bunch Mr. Jonathan I truly can’t thank you enough….Yonnis S

Similar to others, I found customer service to not actually be customer service. It was more like gaslighting, trying to convince me they did not make an error—they did. I eventually got a partial refund, even though I was told I wasn't entitled to one and wouldn't be getting one. Go figure. And who knows, I may get the rest eventually. They did not post the payoff for 5 days, and this caused a cascade of problems. Our broker, meanwhile, was fabulous.

My original home loan with Cross Country 4 years ago was fine,not one problem until they sold or transferred my loan to Cross Country Dallas Texas. I have had nothing but problems, I have asked 6 times to send my payment to my address where I live and they say the change is made. Never happens!!They refuse to connect me with a manager.
Now my payments are not being processed in a timely manner the last 2 months. I'm wondering what will the next problem be.

When my husband and I decided to look into doing a Home Equity Loan, so we could renovate our house, pay off bills, etc, I started contacting multiple mortgage companies, so I could compare rates, etc, to determine which mortgage company to go with. My phone rang off the hook for several weeks, with mortgage companies trying to get our business. The last company that contacted us, ended up being the one we went with. We worked with Tyler Arnold. He was professional but also talked personally with us about where we lived on the Gulf Coast, the good fishing in our area, etc. He sent everything to us that needed to be read over or signed, in a timely manner and was there with us until the end. If you ever decide you need a mortgage agent, let me know and I can tell you how to contact Mr Arnold.

I wanted to wait 2 months after I closed on my house to write this review on Cross Country Mortgage.

It was all fine during the underwriting process until they tried to say I had to come up with a "promissory note"stating I am not on my father's mortgage.
Did you know it is illegal for me to call another Mortgage company I have no name on to ask them for a promissory note?

Real professionals would normally take a statement from the other mortgage company, but when I provided this they still insisted that I had to get this made up document.

They also gave me a terrible interest rate of 7.01% and my credit score is 815. So I decided to get a quote from Bank of America and they offered me a rate of 6.375%.

When I called up the smug loan officer Shane, he said word for word "Someone like you will never get through with a big bank." So just for his smug comment I made sure to go through with Bank of America and not only did I get through. Bank of America just accepted the statement like what a real lender would do.

Well guess what Shane? Look who is enjoying homeownership with an interest rate of 6.375% and got through with a "big bank" in 2 weeks.

Wow is the best way I can describe the service I received from Cross Country's, Glenn Nimmo. All I can describe him and whoever was beside him Blessings.
It means so much to me that Glenn not onky helped my family and I execute, and close the deal... he did it with the utmost confidence, and with that made me believe, and everyone else involved. It took me some time to leave this review, we closed at the end of February 2025, however, I can't and won't forget the work that Mr. Glenn Nimmo did and I appreciate him not only helping get done but also in a very short time frame which was incredible, and so appreciated.
Now with this being said, I don't know what's going on with other people on here experiences, I can only say on a side note, make sure your stuff is together, your money right... however you making your down payment, what you have to show proof of future payments, money you have saved up in your account, your income, your credit, however you are making things happen, just make sure your stuff right, and also be patient, and try to maintain a positive attitude throughout the process and just believe. I would suggest Glenn Nimmo at Cross Country for anyone seeking a better experience.

Actually They should get NO STARS. Had an issue with my taxes and no one can help. I ask to speak to someone in the tax department and they wouldn't connect me to anyone. Still having problems. There customer service is absolutely horrible. Stay away from Cross country mortagfe

l attempted to get a VA Mortgage with this company, but was informed by Todd Ward, a Senior Loan Officer, that my Credit score was too low and no accommodations would be considered, even though I am a 100% disabled Veteran and offered to provide multiple years of perfect rent, utility, and vehicle payments to show credit worthiness. This lender expects disabled individuals to be able to maintain the same credit scores that able bodied, non-disabled individuals are able to achieve, and uses those arbitrary scores to discriminate against disabled veterans and deny 100% guaranteed VA Home Loans.

CrossCountry Mortgage has perfected the corporate art of wasting your time. They updated their website and login system, which apparently also wiped out every ounce of logic from their support structure. Suddenly, I couldn’t log in to pay my mortgage. You know, the one thing you probably shouldn’t make difficult.

I spent hours calling every number listed on their website, navigating their endless “press 1 for nowhere” menus, and every single rep I reached sounded either clueless or completely uninterested. Nobody could tell me how to access my account, or even who could. It’s like the whole company collectively decided that problem-solving was above their pay grade.

Finally, out of desperation, I dug up my original mortgage paperwork, called the number printed there, and—miracle of miracles—actually got help. So let’s get this straight: the only way to reach the right department is by using an old piece of paper. In 2025. Stellar modernization, guys.

And even then, when I finally reached someone who claimed to “fix” my login, it still didn’t work. I had to repeat the entire painful process like it was Groundhog Day for homeowners.

To add insult to injury, they’ve automated harassment. You get a two-week grace period to make your payment, but a few days after your due date, you’ll start getting robo-calls. Every. Single. Day. Not once, not twice—every day, like clockwork—reminding you that your payment is “late.” It’s still within the grace period, but apparently harassment is how they show they care.

CrossCountry Mortgage doesn’t run like a business; it runs like a bureaucratic prank. The only thing they manage efficiently is calling you about money they already know you’re legally allowed to pay later.

If you want a mortgage provider that actually answers the phone, look elsewhere. CrossCountry Mortgage is proof that when you combine automation, apathy, and arrogance, you get one thing: a customer service nightmare with a corporate logo.

Rating: 1 star — because negative numbers aren’t an option.

Judy Lewis was exceptional and instrumental obtaining my mortgage. She was professional, knowledgeable and efficient!

They screwed up on our taxes and now they are jacking my payment up 500.00 a month to correct their mistake. I have bought 4 homes and never had this happen with anyone else. The Customer Service rep. said this happens all the time. Well, that in itself tells me that they do not know what they are doing. I will be refinancing through another company.

Impossible to get through to live agent. I tried 6 times to get through to a live agent but the robo-agent does not want to let you through. In the end I had to lie about being unable to make a payment and that got me right through. When I spoke about this complaint to the live agent she just hung up on me.

Here is my review for cross country mortgage;
They have inexperienced people that have no clue of exactly how to do their job.
They refuse to recoganize modern day banking practices.
And 65,000 in income is not enough to qualify for a mortgage of 200,000.
If you are self employed they will only count half of your income. they assume you are a liar. And will only count 50% of income
They tell everyone that they have a good chance of getting a loan.
When in fact they dont know. Whether you can or not.
Due to lack of experience. So they waste your valuable time.
Letting you think you can. And it is no loss to them when you dont.
They just take the next sucker, caller, and give them a TRY.
And they wont even tell you exactly why you don t qualify.
You are left clueless and angry!!!!

The absolute worst mortgage company EVER!!!! You cannot get in touch with anyone on the customer service phone line, so your only option is to submit a ticket on the website which is completely ignored. I contacted them via their secure message center in January and told them to not renew my insurance that expires April 15th because I have found cheaper options. March 18, one month before the expiration, they take $2300 out of my escrow and pay Allstate. I am beyond livid, this company is a typical blood sucking US company that doesn't give a rat's ass about providing their customers with actual customer service.