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.
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