CrossCountry Mortgage Reviews 

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 :(

Do not recommend.hard pulled my credit when they could have done a soft pull.Asked for all my information including paystubs.Never responded back and it’s been over a month .terrible communication not transparency.

If I could put a ZERO I WOULD. Do not go through Cameron. He talked so down and rude toe asked if I was on the right mindset to buy a home. Downright RUDE. I got rid of him.

HORRIBLE COMPANY!!!!!! I’ve been calling for 3 weeks trying to get my escrow money. They sent me a check that was not cashable, and my bank declined it because the funds could not be verified or the company needed some type of verification code.

I spoke with Samantha, who was the nastiest supervisor I have ever dealt with. She had an attitude simply because I was asking for the money that is owed to me. Apparently, there is no department other than the call center, which makes getting real help impossible.

Some of the customer service representatives are very nice, but unfortunately they can only do so much at their level. Very frustrating experience.

Kevin was recommended to me. I wish I'd went with someone else. From the beginning, working with him has been a nightmare. I'm not sure how loan officers are supposed to treat clients, but i'm absolutely sure it wasn't how I was.
If you're a loan officer, you're supposed to be in contact with that client. Not ignore their emails & texts. You're not supposed to respond by telling the real estate agent to let them know everything. I'm sure loan companies aren't supposed to lose information you provide to them. Which happened on several occasions. The owner of where I've been working for two years was being bothered so much for the same information that he gave them his accountant's number. He's the nicest person I've ever worked for, yet he was fed up with this. "What more do they want from me?" After having to send something for the millionth time.
Kevin swapped companies mid way through my process. Real estate agent said he was supposed to call me to explain what that meant. No call. So I addressed that in email. If I get responses, they are one to two sentences that are of no help.
The company also doesn't know how to send emails properly. My house was supposed to close on the 17th of April; closed on 8 of May. Hold up? They said the invoice for home inspector was never paid. My financial advisor has access to all my emails & responds to everything for me. Neither of us saw this email. Or it'd been paid. They also kept sending emails to my boss that didn't work. When he clearly responded to them, stating the issue in plain English, Kevin responded as if my boss didn't know what he was doing. My boss runs a franchise. He knows what he's doing. Your emails don't work. Ended having to be sent by my real estate agent, printed out, signed, scanned. Having functioning emails or people who know how to send them is super important with these kind of transactions.
After being pushed to my limit, in email I requested his boss's number. He called instead. I should've never answered. My financial advisor was supposed to handle this. When I expressed my frustrations in a clear, concise manner Kevin then proceeded to yell at me. Saying I should be grateful for his help. He said I had an attitude & was yelling at him. I don't yell at people. That's what my advisor is for. However, I did have him on speakerphone because he was so loud & called my real estate agent crying immediately after. I'd never been treated in such a manner. All I wanted was someone competent to be handling my loan & I didn't get that at all. I'm sure he was doing his job in some manner, things did get taken care of eventually.
If you want to use this company, fine. If you want to be ignored & whatever it is that Kevin thinks is customer service, then he's the guy for you.

On boarding was great. My mortgage broker was awesome. Every year when the escrow shortage is added, I pay the difference so my payment does not increase by much. Every year they mess it up, and the apply the next mortgage payments incorrectly. Most recently, (and what prompted this review), 3 months in a row they call me on the 12th and tell me my payment has not "arrived." I was told today that they do not do electronic payments, only checks, through bill pay so I needed to call the bank. Per the bank is an electronic transfer, every single month for the last 7 years -- they gave the the EFT number for reference. When I called back LO AND BEHOLD, my payment had "arrived" in the last few hours dated on the day it was sent. Escalated the call and the guy just wanted to send me the transaction history to tell show me it was paid on time. Would not discuss WHY or HOW this was happening, just that it was resolved and I should be happy. The result -- I will no longer answer a call from them and dispute every time they ding my credit for "late payment."

CrossCountry might be the worst company I have dealt with in recent years. They applied my payment incorrectly, did not notify me and were of very little help rectifying the situation. HOWEVER--the worst is their website. You cannot get on it properly. I believe they set up up to limit traffic. Terrible. I wish they would sell my mortgage.

What a terrible experience. J Cody Barnes could honestly care less about assisting us in getting a mortgage approval.

Very pushy southern Illinois branch office manager. Called the corporate office in Cleveland Ohio 3 separate times during normal business hours, to share my bad experience and seek resolution, only to get an answering service every time and no call back, ever!

Im am in the process of trying to buy a a house, so I applied for a loan. I spoke with some lenders and in the process of that I had accidentally clicked cross-country mortgage. I got a text from someone that they'd be in touch but I also got the same from the current lenders I've picked to proceed with. SO I get a call from CCM and the guys voice was very soft and quiet. Which was a little fishy to me. Then I told him I was working with someone who I had already gave the information to about the information he was requesting. He wasn't listening and kept cutting me off in the conversation. I was already irritated because I couldn't really hear him talk in the first place .I told him numerous times that I was already working n g with another company I have a call set up at a certain time. He wasn't taking no for an answer he was adamant and aggressive telling me I didnt know what I was talking about after explaining many times. So I just had to hang up he was being argumentative anyway.

My mortgage was sold to this company. There were some hiccups getting the account transferred but I was able to get autopay setup and paperless notifications. I thought everything was fine and a few months go by with payment notifications as usual.

Then one day I log in to check my amortization schedule and I see an alert on the account page that my home owners insurance has been canceled and that they are going to get a new home owner's policy for me at a HIGHER PRICE. I call the insurance carrier that canceled the policy, and it was canceled for no reason except that the mortgage company refused to pay.

It was a huge hassle to get the original insurance policy reinstated. After hours of navigating phone menu, I finally was able to get a human being on the phone and get it resolved. They claimed they never got the renewal documents from my insurance company. I was never notified by Cross Country. I signed up for paperless notices and triple checked to confirm that they never emailed. No one bothered to call either me or the insurance company to get this resolved.

It should never have come to this. This behavior screams of BAD FAITH to me. They stopped paying on my behalf and then try to place it with some other insurance company at a higher premium where who knows what kind of commission or other kickbacks they are getting. If I had a choice, I would stay away from this company.

They never answer or Return Calls even after calling them hand full of times.

Terrible experience trying to work with Agent Barry, he is unwilling to flex and work via text/email to accomadate busy work schedules, and disabilities.
He does not want to put things in writing and is always asking for a call.
I advise you work with a different lender if you need flexibility from your agent.

Had a very good experience with the processing of the loan with a very helpful person all the way through the process,

I came in with a credit score of 835. For the very first time in my life, while on vacation I forgot to pay that one month on line. As soon as I get home I realize my mistake and send a double payment. I even added the equivalent amount on the last just in additional principle. I check my credit rating yesterday...it dropped over 100 pts. See, they never will credit you when you pay more or well in advance. But, the AHs they are couldn't wait to put a bruise on a very good credit score over an honest mistake on my part. Btw, no phone call...ie "hey did you forget to pay us"

Their website is TERRIBLE! They say I can't register but yet they say they cannot find my account with my name and loan number. SUPER FRUSTRATING! Also, they do not have an app to make life easier! This is just above caveman capabilities.

CrossCountry Mortgage has some of the worst customer service I’ve ever dealt with.

I called to speak with someone about PMI and was told I’d receive a callback within 24 hours. That never happened. No update, no explanation—just complete silence. I had to call back myself to get any kind of response.

When I finally reached a PMI agent, the experience somehow got worse. The representative was condescending, dismissive, and outright rude. It felt like I was inconveniencing them by asking basic questions about my own mortgage. That level of unprofessionalism is unacceptable, especially in an industry where people are dealing with major financial decisions.

I then requested a supervisor, hoping someone more competent would step in. I was told I’d get a callback within three days. It’s now been four days, and—predictably—no one has bothered to follow up.

At this point, this isn’t just poor service—it’s a pattern of broken promises, lack of accountability, and blatant disregard for customers. If this is how they treat someone simply asking about PMI, I can’t imagine how they handle more serious issues.

Save yourself the frustration and look elsewhere.