CrossCountry Mortgage Reviews 

I have had my mortgage for 15 years and I have never had as much trouble with a mortgage company as I have this one. They didn’t pay my winter taxes. When I called, the automated message said they were paid up. I called the county who confirmed my taxes were delinquent. I have been unable to reach them by phone. You cannot get through to a person on their automated line. I’ve spend 2 weeks trying to get in touch with them. They emailed and said someone would be in touch. Have heard nothing.

Terrible customer service. Missed one payment they sent out foreclosure notices to my house.. I called to complain only to be told. There's no manager to call back for 48 hours and then the guy hung up on me.

I called back that woman gave me a different story than the first guy told me to wait for customer. Escalation purposely kept me on hold then hung up on me.

Cross Country mortgage does not abide by federal guidelines regarding seasoning period for non Va to Va loans. They will waste your time gathering your info, inspections and insect inspection (which i paid for) then tell you inaccurate info about loan seasoning denying your loan. Once presented with federal guidelines, they still won't approve you.

Have been waiting 30 days fore a response from an inquery. They are not fast to respond, so may not be the lender for you if communication is a high priority.

After 4 months still waiting on my refund after selling my house. I have sent a ton of emails/calls and given the run around. I buy houses often, I will NEVER use them again.

The real test of a mortgage company isn’t closing your loan—it’s what happens when you need help afterward.

My experience with CrossCountry Mortgage completely changed once my loan was being serviced. When an issue arose with my account, I spent an entire day trying to reach someone who could help. I made approximately 49 phone calls, left numerous messages, and received no callback. When I finally reached a live representative, she told me she couldn’t assist me and transferred me to an automated system that repeatedly rejected my information. After explaining that the transfer system wasn’t working and that I still couldn’t reach the appropriate department, I was told there was nothing else she could do. The call ended with ‘good luck,’ leaving me without any way to resolve my issue

A servicing mistake can happen at any company. What matters is whether borrowers have access to someone who can fix it. In my experience, there was no reliable way to reach the department responsible for resolving my issue.

If you’re considering CrossCountry Mortgage, don’t just compare rates and closing costs. Ask what happens if there’s a problem with your mortgage after closing—and whether you’ll actually be able to reach someone who can help. Based on my experience, that’s the question that matters most.

Absolute nightmare of a company. I have been with them for years and all I wanted to do was update my bank account. In order to do so they forced me to do a paper form and I had to fill out all of the paperwork to turn my biweekly payments back on. It has been 3 months and they still can't seem to draft my bi-weekly payments. They call me every month and tell me I am late, try and charge me late fees and then proceed to tell me my bi-weekly autopay is all set up just fine and we do it all over again the next month. This place has no interest in resolving concerns.

Is there actually a good mortgage company out there? I didn't choose them. My mortgage was sold to them and I already hate them. They are impossible to deal with! I am trying to get a new roof and after receiving my first insurance check, I wanted to know if I needed to send it endorsed to them or not. 7 calls and 2 hours of my life and multiple departments telling me that they could not find my mortgage even though I have the loan number they gave me for it TODAY! Beyond ridiculous and incompetent.

Our mortagage was transferred to this company from our original mortagee. We decided to pay off our mortgage early. We did it over a weekend and since they were closed, we used their Payoff tool on their website. We sent in more than the full mortgage, figuring they would refund us any excess amount. A few days later, I called the company because our payment showed as "unapplied" on their website. They told me they were sending the money back becuase I did not request a payoff amount (for which they charge $25) and I didn't send the payment as a certified check our wire transfer. But they already had our money so they knew it was "good money", and I asked if they could simply apply to our account and send us a refund for any overpayment. They said that was not their process.

My mortgage was sold to Crosscountry Mortgage, I didn't choose them. My experience has been abysmal. The term mortgage can be traced to Old French meaning "death pledge" and Crosscountry has me praying for that death with every interaction. A basic change in homeowners insurance has been weeks long when it could be solved in seconds. I'm a very calm and relaxed person but I've screamed at my computer more than once.

I must say that I didn’t think I was at a point where I wanted to buy a house on my own. After working with Meghan Shockley for just a few short moments she helped me understand the process and provided the help and comfort that I needed during this process. Not only her but the people working by her side have made this so easy and have broke it down step by step along the way and answered every question I’ve had to give me the reassurance and confidence I needed to go through with it. I’m a first time home buyer and would 100% recommend anyone to contact Meghan she will help you get the loan that is perfect for you.

The transition from another mortgage company was rocky, at best. It took a while to reach customer service, in the beginning. Over the past three weeks, I have had an issue with attempting to make online payments. The Roundpoint Mortgage website was not working. The CrossCountry portal has not working, either. It was very frustrating. I had to call customer service in order to make a payment. I don't like that. I reached an agent this morning. He told me that the Roundpoint site and app cannot be used anymore. I told him that the CrossCountry portal is not working, as well. He walked me through setting up a new password and I was able to log in to CrossCountry's site. The customer service very very good. We started out rocky but, I'm a happy customer now.

My Mortgage was transferred to this mortgage company, and it was the worst experience I have ever had with a mortgage transfer. The company does not allow you to access your mortgage information online for tracking. They block you from accessing the information online with various erroneous plays with the website. Worst off, you cannot even call customer service and get a decent answer. They will transfer you to erroneous numbers to get rid of you. You can call back and get the same thing from others, so it must be a company policy to not give you access. Hopefully some law enforcement will interject for the people and hold this company accountable.

Told me I could get a mortgage while my current home was not sold. So I went through their whole process, including an appraisal on the new home I was buying. Then 4 days before closing was told I needed to sell my old house first, which was the whole reason I told them I needed a mortgage until it sold.

I had a great experience with Cross Country. Jeff Richard was very helpful even taking my calls after business hours and always returning my calls and answering my emails. I closed on my new house almost 2 weeks early, and was very glad that I got the help I needed from Jeff, and others involved. I have to say that Jeff Richard went above and beyond. Thanks Jeff.

Do not trust the mortgage consultant. They will low ball your competition up until closing then send over the final closing g cost and rate of your competitors. This is their ploy to secure your interest all the while knowing that their are being deceptive……..Do not trust them!!!!!

CrossCountry Mortgage may be able to get you a loan quickly, but in my experience, the quality of service has been among the worst I have ever dealt with.

I would not recommend working with this company. The servicing process is extremely disorganized, and it feels like every year there are changes to mortgage statements, escrow calculations, and payment amounts. As a customer, you are left with very little confidence that your mortgage payment will remain stable or that the information being provided is accurate.

The coordination between CrossCountry Mortgage, insurance providers, and escrow management appears to be poorly managed. There is no clear system that allows customers to easily understand what is happening with their account. Instead of receiving transparency and clarity, you are often forced to spend your own time investigating discrepancies and trying to determine whether payments have been applied correctly.

One of the biggest concerns is the risk of duplicated payments involving homeowners insurance and mortgage escrow. In my case, it felt like I had to constantly monitor every transaction and verify that mistakes were not being made. A customer should not have to act as a mortgage broker, insurance specialist, accountant, and auditor just to make sure their mortgage account is being handled properly.

The overall process feels extremely sloppy, inefficient, and unreliable. The systems appear broken, communication is poor, and the burden of catching errors falls entirely on the customer. If you choose to work with CrossCountry Mortgage, be prepared to closely monitor every statement, every escrow adjustment, and every insurance payment because the company does not inspire confidence that these matters will be handled correctly on your behalf.

This has been an incredibly frustrating experience, and I would strongly caution anyone considering CrossCountry Mortgage to do extensive research before trusting them with one of the most important financial obligations of their life.

I’m really disappointed with my experience here. I started a mortgage application with CrossCountry Mortgage and was asked to upload all my sensitive financial and personal documents right away. I did that, expecting things to move forward, and then… absolute silence.
I’ve tried to follow up multiple times to see what’s going on with my application and why I haven’t even received the basic disclosures, but I’ve been completely ghosted. It’s honestly nerve-wracking having that much personal data sitting in their system while they don't respond to a single message.
I’ve officially withdrawn my application because I’m not willing to work with a team that treats customers like this. If you value your time and the security of your documents, I’d highly recommend going somewhere else. I’ve already moved on to a different lender who actually cares about their clients.

I would NEVER recommend this company. They have the worst customer service, they will change their policies for no warning, and worst of all they will call you and then tell you they have no record of the call after. I owed an extra <2k for escrow and after I paid it they claimed it was added as a regular monthly then proceeded to charge me $300 extra for A YEAR to cover this 2k charge. They literally STOLE the left over. I've had this mortgage company since 2018 and I have nothing good to say about them. When I refinanced they talked me into changing my title which resulted in extra fines from the county so they will talk you into things that don't make sense just to screw you over.

Probably one of the worst mortgage companies, and I've had experiences with 5-6 others in the past. They claim to be the leading mortgage company in the nation!
They don't have an app. Their website has not been working for over a week. I sent them an email asking for help and after two days have received no reply. I entered my loan #, my first and last name and their website said there was no such record found. Been a customer for about a year. I do miss the previous company so much :(