Review Time
They got my mortgage with this company in December 2025. It is horrible service, the most part of the times I can’t login in my account. I must have my documents to complete my tax return, I was chatting and they sent me the 2024 documents with the previous mortgage company, instead the 2025 documents. Customer service doesn’t help, I am going to report them as Mortgage is something serious.
They got my mortgage with this company in December 2025. It is horrible service, the most part of the times I can’t login in my account. I must have my documents to complete my tax return, I was chatting and they sent me the 2024 documents with the previous mortgage company, instead the 2025 documents. Customer service doesn’t help, I am going to report them as Mortgage is something serious.
I opened a couple of new mortgage loans and after making the first months payments, have been trying to set up auto-pay for future payments. WHAT A HASSLE!! Can't do it through the website and their customer service line gives you a long automated message before telling you to leave a message for a call back! And there is not Help button or AI chat bot on the website to let you help yourself. Total customer service failure.
Update: 2/10/26. I tried to go online today to see if my mortgage payment had been credited. My user name and password did not work. I just was online 12 hours before and it worked. I called customer service- was told they needed to delete my account and could reregister in 24 hours. When I complained about the service I was told “ the best thing is to just set up an automated debit to your bank account.If I could give CrossCountry Mortgage zero stars, I would.My mortgage servicing was transferred from RoundPoint Mortgage to CrossCountry in 2025, and since that transfer I have experienced repeated payment processing failures, inaccurate delinquency notices, and unprofessional customer service.In December, I began receiving calls stating that my mortgage payment was late, despite the payment having been sent well in advance through my federal credit union’s bill pay service. Both CrossCountry and my credit union participated in a conference call with me. Neither party accepted responsibility, and CrossCountry ultimately blamed the U.S. Postal Service, claiming the payment arrived two weeks late. To protect my account and credit, I made a double payment in December.The exact same issue occurred again the following month.This establishes a troubling pattern, not an isolated error. Payments are being sent on time, yet CrossCountry continues to claim they are late and assess late fees. At the same time, CrossCountry aggressively pushes customers to enroll in automatic debit and paperless billing through repeated prompts on their website. Given two consecutive months of servicing errors, I have no confidence in allowing this company direct access to my bank account.Customer service only worsened the situation. When I asked a representative to place a note on my account to prevent a duplicate payment from being processed if the original check arrived, the request was flatly refused. I was told, “No, we don’t do that. They will just run it through,” and informed I would be charged an additional $50 late fee regardless. The representative was dismissive and unwilling to provide any reasonable accommodation.I was ultimately able to recover the $50 late fee only because my credit union intervened and reviewed the documentation. Many customers may not have the time, resources, or financial flexibility to fight these charges.The overall experience raises serious concerns about CrossCountry’s servicing practices. Repeatedly declaring timely payments “late,” charging substantial late fees, and then steering customers toward automatic withdrawals creates the appearance of a system designed to shift risk and cost onto borrowers. Other customers have reported duplicate withdrawals that caused cascading overdrafts and bounced payments—further eroding trust.Based on my experience, I strongly question the reliability and integrity of CrossCountry Mortgage as a loan servicer. I would caution any borrower to carefully document all payments and think twice before granting this company direct access to their bank account.
Worst, rude, condescending company I have ever dealt with. I will be doing a refi asap to get out from these abhorrent people! Do not believe anything they promise you, they will not discuss anything with you! Just overall a miserable bunch of people to deal with!
They do not help their customers. I contacted them for months trying to get hardship assistance. Each time they would drag their feet in processing the application. Errors occurred repeatedly, saying that documents were not submitted when they were, and they would just blame it on a system glitch. It was always difficult to get someone on the phone and when I did they were not helpful. It became obvious that they did not want to help me until I defaulted on my mortgage loan. I would NOT recommend this company!
Do not apply to this mortgage company is the worse thing around. The customer service is terrible no professional at all they made me lose time and money. Many families waiting on getting their first time home and providing many documents who knows what they would do with them!. They gave me clear to close 3 times and then denied me for unknown circumstances is just absolutely a scam the biggest fraud around in mortgage. Do not apply with them.
my mother was incarcerated and crosscountry withdrew her mortgage payment out of my account without my consent, and actively refused to resolve this matter because I’m not an “authorized user on her account”. I’m now left in a horrible financial situation and forced to open up a new bank account while I wait for a dispute to resolve with the bank. Horrible people, borderline criminal automated customer service system, if I was stuck with cross country for my actual mortgage I’d burn my house down
Worst Mortgage Company everThey sold our mortgage in June to Nationstar, dba Mr. Cooper. Who is that?? No communication, no decent website to navigate, they deducted our mortgage twice in one month leaving us short on cash! No one seems to know what is going on. Cannot wait to refinance and get away from this horrible company!!
Mortgage was transferred to these people. Website would not let you register (glitch?Yet you can't reach anyone to help with the glitching) and they seem to have no technical assistance department. The customer service reps act like long-time fat-a** GSA employees with tenure and cheeseburgers stashed in their drawers. They show little interest in helping and don't seem to know anything. One hung up on me. Long wait times on unanswered lines. Correspondence from the company demands things the reps tell you that you don't actually have to do. If you get through to one (automatic robosystem tries hard to stop you from getting through to a human). Just unpleasant experience with them across the board.
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