CrossCountry Mortgage Reviews 132

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.

i asked them to stop calling numerous times yet they still call daily and sometimes multiple times a day

Cannot get past the robot who operates the phone. Cannot submit the application to access autopay. The chat person on the website said she would cancel autopay that was in existence but she did not. I would change companies but I have a great rate from 5 yrs ago. I would rate them 0 stars but that's not an option.

Their loan officer Lance Winters is RUDE, BELITTLING, CAUSED MULTIPLE ISSUES, COMPANY FEELS THAT THEY ARE NOT RESPONSIBLE FOR TAKING US OUT OF NEGOTIATION TIME, COST US MONEY, HOUSE NEEDED NEW ROOF, COULDN'T NEGOTIATE CAUSE OF HIS DELAYS---WOULDN'T USE THS COMPANY AT ALL AND THEY ARE NOTORIOUS FOR SCAMS AND ISSUES-DIDN'T KNOW THEN CAUSE REALTOR RECOMMENDED AND THEN HE ABUSED REALTOR AS WELL-FILED MULTIPLE GRIEVANCES WITH BBB

Very disappointed in their old ways of doing business. No electronic transfer of funds..my refinance was a disappointment..after I signed they MAILED me checks with the wrong amounts..and they were addressed to me and my debtors, I then had to buy stamps and mail them..one ck was lost in the mail by the hurricane. They waited one month ..in the meantime I had to pay another payment.they cost me almost 200 in interest..I would have chose Rocket Mortgage had I of known this company still writes paper checks ..horrible customer service after the papers were signed ..beware . The whole process took forever ..

Spoke to Brandon Walsh. I needed an expedited home equity loan. He assured me he would get it done quickly. After weeks weeks of back-and-forth with information he requested he would disappeared. He went on vacation for a week didn’t tell me left me hanging by the phone with unanswered emails. Spoke to CARLOS . He apologized and said he right on it after two or three correspondents he disappeared as well. This is some bs company

Worst customer service I have ever experienced! You can't speak to a person over the phone or over live chat. Beyond frustrated!!! Horrible!

My experience with CrossCountry Mortgage, LLC has been nothing short of a nightmare. Since June 2024, I’ve received over 47 unsolicited calls and even text messages from them, despite my phone number being on the Do Not Call Registry since 2011. These contacts were intended for an unrelated individual, and despite repeated verbal and certified written requests to stop, the harassment continued. CrossCountry Mortgage’s refusal to honor these requests clearly violates the Telephone Consumer Protection Act (TCPA) and also infringes on my privacy rights under the Gramm-Leach-Bliley Act (GLBA).

The calls have come from various states and numbers, often with “dead air” pauses upon answering—classic signs of autodialer use. Shockingly, CrossCountry even disclosed personal details of the intended recipient, who is a stranger to me, without any authorization. They’ve also potentially recorded me without my consent, despite being in a two-party consent state, which adds another serious legal concern.

After months of attempting to resolve this directly, I had no choice but to file complaints with multiple regulatory agencies due to their dismissive responses and continued misconduct. They failed to connect me with their legal team, instead providing generic replies that ignore the documented severity of my situation. Additionally, my research has uncovered hundreds of similar complaints and lawsuits filed against CrossCountry Mortgage. I urge anyone considering doing business with them to think twice—this is a company that not only disregards customer privacy but also subjects individuals to distressing harassment.

If you’re dealing with a similar issue, document every interaction carefully and be prepared to escalate. In my experience, this company’s practices are negligent at best and unlawful at worst. My intention to seek legal action may lead to a class-action lawsuit, as it appears that CrossCountry Mortgage has a systemic issue with compliance and respect for consumer rights.

CrossCountry Mortgage broke Washington State law in transferring/selling my loan.

My loan was sold to Chase, but CrossCountry never removed the loan from their servicing department. The result was having two banks stating that I both owe them monthly mortgage payments. Customer service was zero help.

After impact to my credit score, 100+ hours on the phone and performing research, I had to reach out directly to the US and Washington state regulatory agencies to get it fixed.

We purchased a home in April 2023 and used Cross-Country Mortgage for our lender which was a huge mistake on part, and I will explain why that is. Prior to closing on our house, we obtained our own Homeowners Insurance Policy through our insurance carrier which Cross-Country Mortgage had approved. We also had to pay for the first-year premium for our insurance which we paid along with several other fees that Cross-Country had rolled into our purchase agreement. Cross-Country was to hold that premium amount and pay our insurance when it was time to renew it in April 2024. Our monthly mortgage payment also included insurance and taxes that were supposed to be paid by Cross-Country as well each year. When April 2024 rolled around our insurance premium was supposed to be paid from our Escrow Account only that is not what Cross-Country did and we had already paid the money for our insurance at our closing and our insurance coverage was canceled which we had no idea that this situation had even taken place until our insurance company notified us about the cancelation. I immediately began trying to get ahold of somebody at Cross-Country Mortgage because this situation needed to be dealt with immediately and I had no luck, and I called the customer service number at least 50 times and no one ever answered. I then resorted to drafting letters and mailing them to Cross-Country in April, May and June and still no one from Cross-Country had contacted us. Then Cross-Country resorted to putting "Forced Insurance Coverage" on our property and took $2585.00 out of our Escrow Account to pay for it and now we won't have enough in that account to pay our taxes for this year. Cross-Country Mortgage has really screwed us over and no one from that company will respond back to us and believe me I have tried and tried to get a response. In addition, all the fee's they are charging are much higher than most other lenders out there as well. I would not even have this lender finance a doghouse for us in the future or anything else. Thank the lord that we are refinancing through another lender just to get away from Cross-Country Mortgage. I would never recommend this lender not even to my worst enemy!

Worst service, uploaded all my sensitive information and Faheem never got back to me. Promised to do so and never came through. Will not be dealing with this business. So many more that are willing to respond.

Buyer used Brett Wilmer at Cross Country Mortgage
Horrible experience. We were the sellers, so we did not have any control over the selection of the lender, but Brett and his team cause a great amount of additional work and finances on our end. The closing was delayed 7 weeks, due to incompetence. The biggest issue was that all notifications were made at the last minute. We had completed all last-minute details to sell the home and were to close the next morning at 9am. We received a call at 7pm the night before that we could not close due to a FHA guideline related to the buyers. We had utilities ready to be transitioned, insurance ready to cancel etc. The closing was delayed 6 weeks and we signed out paperwork at 10am then got a call at 5pm that the buyers could not close because the lender had not given them a 72 hour notice related to the appraisal. Again, a last-minute notification. This delayed the closing another 5 days, which changed some of the purchase amounts, etc. As the seller he could no offer us anything directly but did give small compensation for the inconvenience, it did not cover our expenses or time. I do not recommend the lender.

I was traumatized and had to live in a hotel because of this mortgage company. Do not do business with them. They are not what they appear.

Went great for 4 years then company switched hands. New company charges late fees that don't exist. Even when you email them account transactions showing payment was made before due date. If shopping for mortgage or refinance, go anywhere else. This is a corrupt, dishonest company

Wooster, OH
Cross Country Mortgage (Wooster): My loan officer, Crystal, out of the North Market St, Wooster, OH, Office is the absolute best! She worked tirelessly, providing me several different options so that I may choose the best option for me and my family. Crystal is friendly, smart, and explained everything in detail and clearly, so that I could understand everything that was taking place each step of the way. She made me feel like I was her only client and her number one priority every single day. In moments I felt stressed about the home-buying process, her friendly and kind disposition calmed my nerves and helped me stay positive through things that were unrelated to the mortgage, but were part of the home-buying process. She always gave the best advice and I will be using her for all of my mortgage and refinance needs for the rest of my life! As well as my family and friends! Thank you, Crystal!

In processing my FHA loan application, I received a call from the loan officer. He said he was writing my pre-approval letter and it would arrive in email in a few minutes. It never came. My realtor emailed him and asked for a copy. He didn't respond. I called the HQ in Ohio, they switched me to another agent. The new agent contacted me and within a few hours, demanded that I take action that violates numerous federal rights. She ordered me to remove disputes on non-derogatory accounts that are nearly 6 years old. I informed her of my rights and knowledge of FHA mortgage guidelines which do not require an applicant to remove disputes from non-derogatory accounts over 24 months old. She did not respond. On this email, the agent copied my realtor and nine others from various companies with my private credit report information by attaching numerous screenshots of the report details. I emailed Customer Service and asked for underwriting to issue a Mortgagee Letter required under FHA guidelines to enable the applicant to provide documents, evidence, and affidavits. No response yet. It is best to avoid this company and go with another. So far for me, there has been nothing but headaches, embarrassment, humiliation, unlawful demands, and deliberate deception at this early stage of the game.

It is nearly impossible to reach a live person by phone. Since my insurances had gone up I decided to pay my own insurances to keep my mortgage payment low. I called CCM and they agreed that they would no longer pay insurance through escrow. After paying for my insurance through my carrier, CCM paid them again. On the same day I received a refund from Farmer’s Insurance I got a letter from CCM saying they didn’t have proof of insurance and were going to go out and purchase a policy and charge me for it - this is after they already paid it and I already paid it. These folks are terrible to work with. If they don’t like what you have to say when you do get through to them they wil hang up on you. ABSOLUTE WORSE CUSTOMER
SERVICE I have ever seen.

In the beginning, CCM was all good, until they sold my loan and that is where the problems begin. The most unprofessional, and inept. I've made multiple complaints regarding them not updating my escrow & insurance information. So much so that I had to seek outside interference for assistance. Don't do business with this company if you can avoid it.

**Customer Experience with Michael Raimi and Cross Country Mortgage, LLC**

 I had an extremely disappointing experience with Michael Raimi and Cross Country Mortgage, LLC. When I sought a loan for the building my restaurant is in, Michael repeatedly assured me he was handling it. Over five different occasions, he promised to get back to me, but he never did. Ultimately, I discovered that he had not taken any action on my loan application at all. I strongly advise avoiding Michael Raimi and Cross Country Mortgage, LLC for any lending needs.

If I could give no stars, I would. This company is not out to help you, but to make their own gain. I spoke to Matt Freeman, Vice president. I found him to be very dishonest. Once he got my social security number, his words were no longer valid. He promised to call back, I never even heard from him again. This is lack of integrity and unprofessional. Don't even bother with this company