CrossCountry Mortgage

I was in the market to buy a home a little over a year ago. My credit score was perfect, I had my down payment and months of reserve, my income was more than enough, debt to income was good. Chad said “everything is perfectly aligned” I found a duplex, made an offer, and when we began the closing process Chad from cross country said my tax debt needed to be paid off. I completely stopped my home search and was extremely distraught and disappointed. A few months later, I did research and found the debt only needed to be on a payment plan. A year later today, Chad calls and says I could have still moved forward with the home purchase and that I just needed to show I was making payments on my tax debt. That false information at the closing table changed the entire trajectory of my future. Even when I am ready to buy a home, I WOULD NOT CONSIDER CROSS COUNTRY MORTGAGE!

My mortgage was acquired by this company. The customer service is ineffective. The coordination between departments is lacking; there's no cross-communication or broad knowledge shared among them. The customer service representatives appear to be unmotivated and lack initiative. I've been disconnected and placed on hold with no resolution. I've received letters instructing me to take actions that were ultimately unnecessary. The website is not user-friendly, and technical support cannot be reached for assistance. As a recent customer, I'm already contemplating switching to a new mortgage company. I do not wish to continue enduring this subpar customer experience and ineptitude that seems to be a common issue these days. It feels like many companies prefer to avoid assisting you, hoping you'll simply continue to make payments once they have control over your finances.

Horrible company. Our loan was sold to them three months ago, and I still don't know if they're just incompetent or dishonest. I spent two months waiting for a callback regarding something I was repeatedly told by their representatives, only to find out they had called the wrong number and the information I had been given was incorrect – or the latest representative simply doesn't know what they are talking about. Who knows? Paying your mortgage shouldn't be this difficult!

Cross Country Mortgage

When buying a property, I want everything to run smoothly. I know there will be hiccups, but I don't expect incompetence, yet that's exactly what I received from Cross Country Mortgage and their Chicago team.

Here is a sampling of the issues:

- No single point of contact: I receive emails from multiple people, often about the same things, which means one needs to track emails carefully (keep every email you send and receive).
- I uploaded documents only for them to be lost in their system, and I had to resend them. I kept screenshots of the uploads, as after the first loss I wanted to keep records proving I'd uploaded them.
- One of their representatives sent a plain email with a credit report attached without redacting any financial information. I don't know which technology regulations they follow, but that doesn't align with industry standards.
- The underwriter couldn't read a credit report correctly and missed the clear details that showed a loan was closed in March 2016 (they claimed it didn't show when it was closed).
- Two days before the closing, they claimed we hadn't sent them the documents, but I had email proof they were sent a month prior with the updates they requested.
- When I complained about the issues, one of the managers contacted me via email and insulted me.
- I asked for an estimate of the money I should be wiring a few days before closing, so I could make sure everything was set. I realize the final day before would be the actual numbers, but I wanted an estimate to ensure no mistakes were made. It never came. Then the day before closing, they gave me the numbers and had failed to include closing costs in the loan - as they said they would. I sent the money, as dealing with the incompetence was just too much.

Avoid them at all costs.

No possibility to set up autopay online. The website is often inoperative. I have to call every time to make a payment. It is 2025, and they are a mortgage company; hard to believe they can't spend money to have a functioning website.

Refinanced and was told I would receive $5,000 back from my escrow but received only $198. I asked my mortgage broker and he said he would look into it, yet nothing happened. I contacted him multiple times by phone and email and received no answer. Then, I wrote to the company and still nothing. I am considering legal action next. I will never obtain a mortgage with them again.

I do not have, and will not EVER acquire, a mortgage with Cross Country. This company has called me MULTIPLE times a day for nearly three months. I finally answered only to express that if I am ever in the market to refinance, I would not be inquiring with them due to their aggressive, uninvited, and annoying sales calling tactics. Their relentless calling is the very reason I will NEVER be inquiring with them. I had to provide a one-star rating to be able to write my review; otherwise, it would be zero.

I've been working with Kurtis Lay for a while now, and I can say with confidence that he is one of the strongest loan officers I've ever partnered with. I trust my clients with him completely. He is not only sharp and knowledgeable in his lending work, but he genuinely cares about the people he serves. His communication is consistent and proactive; he keeps everyone informed throughout the process, and he always goes the extra step to make sure things move smoothly. He represents CrossCountry Mortgage with a level of professionalism and integrity that stands out. I'm grateful to work alongside him, and my clients are better for it.

Adam and the team were on top of the process, from start to finish. It was a relatively simple process with help along the way of finally closing and funding our home loan. Thank you guys again for all your support and efforts.

My mortgage was sold to CrossCountry, and my experience has already been awful.

1) They do not have an app to pay your mortgage. It is 2025; get with the times.
2) I sent several emails asking questions now that my mortgage has transferred and never received a reply.
3) They have standard office hours to answer questions via phone.

Do better.

These people are the worst... they withheld information from you, very aggressive when it comes to signing paperwork for them to get their overpriced interest fees. That's all they care about: my $1,500 interest rate a month that I have to pay them. They will lie to you, saying if you ever run into financial difficulty, you must let them know. The moment you run into issues, you better prepare to be ignored and told to sell your house back. I put down almost $28,000 when I was buying the house. The mortgage is almost $4,000 a month, and $1,500 goes into their pockets just for sitting around doing nothing.

If I could give this company zero stars, I would. This has been the absolute worst mortgage experience imaginable. They do not answer phone calls, they promise callbacks that never happen, and their communication is basically nonexistent. They waited until the night before closing to update underwriting and then had the audacity to send me new documents at midnight on my second scheduled closing date—with over $5,000 in unexpected costs added in. At this point, I had to call the title company myself just to find out if closing was even happening, only to be told it wasn't possible because the title company didn't receive the documents until the night before.
This company is unprofessional, unorganized, and downright negligent. Buying a home is stressful enough without being blindsided by last-minute surprises and complete radio silence from the people who are supposed to be handling one of the biggest financial transactions of your life.

Save yourself the headache—go literally anywhere else.

My experience with Mr. Jonathan Williams was top-tier. Over-the-top phenomenal. From start to finish, I had a smile on my face because Mr. J made sure he helped me every step of the way. My mind is blown by how knowledgeable, supportive, and patient he was. I could go on and on about how wonderful my experience was, but we would be here all day. Thank you so much, Mr. Jonathan. I truly can't thank you enough.

I wouldn't trust Cross County to tie my shoes; this is probably the worst mortgage company I've ever dealt with.
1. I did a construction loan with them, but they do not disclose rates. When I had an opportunity to do a float down before my loan closed, I had to follow up with Cross Country, and there was nothing they could do about it.
2. When my loan closed, I sent them a full copy of my homeowner's insurance, which was needed to move into the house. CCM decided, instead of updating my profile with the new insurance, to keep my builder's risk insurance as my homeowners. I had to go through various lines of customer service AI calls and emails just to get my profile updated.
3. When you send them your county taxes, they don't update it in the portal.
4. They kept trying to send me mortgage monthly statements, except they were returned to sender. If your company kept getting return-to-sender notifications, wouldn't it be good to contact the homeowner and confirm the address? I had to call CCM and, guess what, they had the lot number as my address instead of my new address. Then, I would be asked why the official address wasn't given to them. I don't know – I paid CCM $8,000 to handle my construction loan; you would have thought that would have been updated.
5. My loan got moved to servicing, and it's been in servicing now for 4 months. It's being serviced by Mr. Cooper, which doesn't have my loan registered in their system. So, I can't even refinance with CCM even if I wanted to.
6. I'm leaving CCM for a refinance with another company, and they have the audacity to charge $5 for faxing over a loan closing statement, which, of course, they faxed to the wrong number, and they won't take the charge off my account.

Holy smokes, CCM is a nightmare. I would rather have my dog handle my escrow and taxes. I'd give them zero stars if possible.

Team Anthony Snodgrass, Kaylee Halutick-Smith, and Charizze Carrillo were excellent in communication, responsive to all questions, and closed earlier than expected too. Best mortgage transaction experience!