CrossCountry Mortgage Reviews 

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.

ZERO STARS! Warning: Do NOT use Cross Country Mortgage. They can’t even figure out how to apply a payment properly, yet they have plenty of time to call and harass you with marketing pitches. Terrible service and even worse business ethics.

CrossCountry Mortgage is by far the worst mortgage servicing company I’ve ever had the displeasure of putting up with. I strongly encourage anyone considering dealing with them to look elsewhere. Since they purchased my mortgage at the end of 2025, they’ve missed payments from my escrow account, forcing me to pay my property taxes out of my own pocket. They also failed to pay my insurance until I started getting letters indicating my coverage would lapse. When I called to discuss getting out of escrow, they told me the exact amount I needed to pay to my principal to get an LTV of 80%, an amount I agreed matched my own calculations. I paid that amount plus an additional amount to ensure I was over the threshold. They still denied my request, citing my LTV was 80.01% despite my own calculations showing 79.9%. The purpose for escrow is for the mortgage company to hold additional money to make payments on insurance and taxes that they don’t trust the homeowner can afford. CrossCountry failed to do both while I proved that I could do both, and they still refuse to let go of my escrow account due to a one-one hundredth of a percent. One of us has proven we can hold up our end of the financial commitment and it sure as hell wasn’t CrossCountry Mortgage.

I am a FL Realtor. 11 years in the business. Crosscountry Rosembarque group specifically is hands down the worst lender I have ever had the displeasure and misfortune of working with. AVOID AT ALL COSTS

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