CrossCountry Mortgage Avis 

Avoid at all costs. Employees are completely incompetent. Got a surprise amount added to my principal amount with no explanation. Continual requests for a detailed explanation of where this came from have gone unanswered. Incompetent at best, but more likely thieves.

In my opinion,,,,,, I had no choice on having Cross Country as my mortage holder I was handed over by Round Point . In my dealings with Cross Country I’ve had nothing but issues. It appears they don’t know how to put extra money on the principle they just take out another payment. Hope you stay away from them ,, I know I wish I was.

I left 2 messages and sent 2 emails regarding my home owners insurance and still no one has replied. Useless. Will be switching soon.

Would not provide written or email communication about them taking over my loan before payment due date. No one will answer phones at their customer service number. Horrible experience. Would NOT recommend.

Let me start by saying that I have been through at least a dozen closings in my lifetime and without a doubt, cross country was the worst company I have ever worked with. They promised me a closing date and had to move it 4 separate times. I sent dozens of emails begging for updates that went unanswered. The poor seller waited almost 2 months past the initial closing date before it actually closed. I honestly wish I could post my complete correspondence with them so you could read through what I went through to save yourself the headache.

There is no app for this mortgage company. I have only been with them a few months and still am unrecognized when I sign in so I keep having to jump through hoops and change my password just to be able to log in and make a payment. They are the worst mortgage company I’ve dealt with and I can’t wait til another lender takes over!!

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.

Buyer Be Extremely Careful

As a first-time homebuyer at 48 years old, I trusted the professionals at CrossCountry Mortgage and Enclave Realty to guide me through one of the most important financial decisions of my life.

I regret that trust.

I was encouraged to waive a home inspection to make my offer more competitive. After closing, I discovered significant issues with the property that have required major repairs.

The FHA appraisal came in at $309,000 rather than the $315,000 purchase price that was being pursued. I later learned that efforts were made to move forward at the higher agreed amount, and I was not fully informed about those discussions in real time. I became aware of certain appraisal-related communications through the title company rather than directly from the lender or agent.

I was quoted approximately $3,500 for what was described as 0.5 mortgage point on a $309,000 loan. That calculation did not align with standard percentage math. I was not clearly educated about how discount points work or whether they were financially beneficial.

My closing costs included roughly $3,000 in administrative-type fees. After the transaction, I learned that some of these fees may not have been required under Minnesota law. That information was not explained to me before closing.

Communication started strong but declined as the transaction progressed. I felt rushed through major financial decisions and did not feel adequately represented.

If you are a first-time buyer:

Do not waive inspections.

Review every fee line by line.

Ask specifically what is legally required versus optional.

Get second opinions.

Do not allow yourself to feel rushed.

I learned the hard way that you must protect yourself in real estate transactions. Do not assume someone else is doing it for you.

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.

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.

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!

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.

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!

I would definitely give this company zero stars! This is absolutely the worst company I have ever dealt with. We contacted them in September for a modular home loan. I was told that my husband and I would be able get the money for our loan on November 15th at the same time we went to settlement for selling our primary home. After many, many, many, emails and phone calls back-and-fourth with Cross Country and Triad November 15th came and went, and we did not receive the money for the loan. We had presented all the documentation and meet all requirements, we even received the clear to close, but no one was giving us a date that we could actually close. My husband and I are seniors and had to live in a hotel for over three weeks because of this company. We had two dogs that had to be kenneled for the three weeks while we were living in a hotel, during that time, one of our dogs, who was also a senior got very sick, and he had suffered from severe separation anxiety. Dealing with both Cross Country and Triad has been the worst experience that I have ever experienced. Both Cross Country and Triad should be ashamed of the service that they gave us! I never have ever written a bad review, but this company has definitely given me a reason too!

Worst Mortgage Company ever

They 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!!

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

A misleading and unprofessional company to say the least. I would give them a "zero" star if it were possible. I was mislead about required documents, timelines and communications proved to be just words with no true commitment from the company. They pair you with a licensed loan officer for the state you have collateral property in, but you never communicate with anyone beyond this person. I started on September 3rd, 2025 a DSCR loan process with a 57% LTV on a rental property. There were no major issues or problem with the appraisal. They just continued to lead me on by revising the promised closing date, only to come and pass with no closing. I even informed them we needed to close before I left the country in early November with a return the 3rd week of November. I was told we would close when I returned if it did not happen before I left. I was originally told we would close in 6 weeks from starting the process. When I returned from travel, the loan officer would not communicate with me by any means. I literally had to have a friend call my so-called loan officer so he would answer an unfamiliar phone number, and when I got on the phone, all I heard was apologies and excuses. So I just discontinue any further talks with them. My recommendation is to run far away from this organization. They are worthless and seemingly, scammers.

Quote, " If you’re still interested and those two requirements are fulfilled we could have this closed in December… I know my word probably has little to no value to you at the moment, but that’s the honest truth. I wouldn’t re-start this process and waste both of our time if I didn’t feel we could close. To provide extra caution, I’ll have my director take a look at things as well and assure there is nothing else missing. Either way, I’ll provide an update tomorrow once the market re-opens." This was all untrue, not performed, and worthless words.

I recently worked with CrossCountry Mortgage and loan officer Mark Manthei, and my experience was very disappointing. I was told that getting a bridge loan would be “easy” and that it would cost about 10% of the home price per month while we waited for our other houses to sell. What I was not told upfront was that there would also be around $10,000 in additional costs just to set up the bridge loan on top of those monthly payments.

In total, I paid about $48,000 over four months to stay in the house, which was far more than I expected or felt was clearly explained to me. When I expressed concern, the response I received was essentially an admission that the situation had been mishandled, but the damage was already done.

At closing, there was also an additional ~$8,000 added to the closing costs that we had not been prepared for, which caused more stress and confusion.

Based on my experience, I did not feel well-informed or supported through the process, and I would not use this company again.

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.

We went to them refinancing our home which we had no loan on. From day one the communication was terrible. I was told I would get so much money and then it kept going down until the day we closed. The communication of the closing documents was extremely unprofessional. SOLD OUR LOAN AT A HIGHER INTEREST RATE WITHIN 1 WEEKS OF CLOSING.