CrossCountry Mortgage レビュー 

Extremely disappointing and unprofessional experience with Shannon Fosnaugh at CrossCountry Mortgage. Shannon is the processor in this Plano, TX branch.

Our experience with Shannon and CrossCountry Mortgage was one of the most frustrating parts of our home-buying process. CrossCountry had our complete financial profile and documentation for more than 2–3 months, including my wife’s offer letter. They had these documents when we locked our interest rate for 60 days. Yet, unbelievably, the issue with my wife’s offer letter was raised the day before closing and ultimately became a major underwriting issue.

What made matters worse was the repeated pattern of last-minute requests for additional documentation. We would immediately scramble to provide whatever was requested, while understandably questioning why these requests were appearing at the last minute after our file had been with them for months. Instead of taking responsibility for the timing, we were then told that we had delayed the process because we hadn't provided documents quickly enough. That was incredibly frustrating and, in our experience, completely unacceptable.

The absolute low point was having the loan denied on the day of closing. I completely understand that a lender has the prerogative to approve or deny a loan based on underwriting requirements. But allowing a customer to proceed all the way to the closing date after having their documentation for months, and then raising a critical issue at the eleventh hour, is the height of poor planning and unprofessional handling of a mortgage file.

We were also appalled that First Texas Homes associates itself with CrossCountry Mortgage as a preferred lender and offers a $20,000 incentive to use them. That incentive was a major reason we chose CrossCountry in the first place. Unfortunately, what followed turned what should have been an exciting home-buying experience into an unnecessarily stressful and miserable one.

What makes this even more difficult to understand is that we shared our experience with representatives from First Texas Homes, and they themselves expressed extremely strong criticism regarding their experiences dealing with CrossCountry Mortgage. All this made us question even more why CrossCountry continues to be presented as a preferred lending partner to First Texas Homes.

Throughout the process, Shannon was also highly unprofessional, dismissive, and unnecessarily rude in her interactions with us. A mortgage is one of the largest financial transactions a family makes, and customers deserve proactive communication, transparency, accountability, and competent management of their file—not last-minute surprises followed by being blamed for the resulting delays.

Thankfully, Builder Mortgage Direct stepped in afterward and showed us what a properly managed lending process should look like. Anthony was our initial point of contact and connected us with Rachel, who took complete ownership of the process from there. Rachel understood our financial and employment profile, knew how to present it appropriately to underwriting, was extremely responsive, and saw the process through from beginning to end. The entire loan process was completed in just 8 working days. If you are looking for a loan and don't want to deal with the unprofessional Shannon, my strong recommendation based on our personal experience is to speak with Rachel and Builder Mortgage Direct rather than going through Shannon and CrossCountry Mortgage. The difference in professionalism, communication, ownership, and execution was night and day.

Our experience with Shannon Fosnaugh and CrossCountry Mortgage was unacceptable from start to finish. It added enormous and completely avoidable stress to what should have been one of the happiest milestones for our family. I sincerely hope First Texas Homes takes this feedback seriously and reconsiders whether CrossCountry is the right lending partner to put in front of its customers.

3 Hour hold time on an internal company phone transfer. They never picked up.

10/10 Do not use this company. The customer service is all ai, when you do reach someone they forward you right back to ai. I just refinanced my house, was told 2 months of skipped payments and first payment due September, Checked my online account everyday and it had not been updated, it finally does and I'm 39 days and 2 payments past due in my account. Response I got was pretty much to bad your going to have to pay it, doesn't matter what emails or texts you have from your loan officers I signed the final paperwork. Shady and will put you in a bind financially when you think your getting ahead. Do not use this company or trust them for the right guidance through any process.

Scott and Deb have assembled an incredible team in Montvale NJ. Not only are they incredibly knowledgeable, but they are tenacious as well. They were available for us anytime of day or night and if they didn’t have the answer, They certainly made sure that they got it. I cannot sing their praises high enough, thank you for being there for us.

I have two mortgages with this company. The loan was easy to get but not worth it. As mentioned, I have two accounts. I am on auto pay, and I have never missed a payment. I am not able to access my accounts at all. It doesn't register my email. My social. Nothing... no account. When I call, they can find one but not the othet one. So I can't get my tax documents, mortgage statements, nothing. Nobody will help me figure out what's going on with the website. And this has been ongoing for months so it's not just a technical glitch with their system. I have spent hours on the phone on multiple occasions. People will not call you back. Will not return emails. I've been hung up on more than once. I pay them almost $2,000 a month religiously, and they tell me that they can't find one of my accounts. And none of them will register on their website. They can't access it. No record. That it's with another department. But they can't tell me where. And they can't get me any information.... it seems like it should be illegal to have a loan with a company who can't provide you with information to your account.

Don’t just choose this lender without detailed investigation! Check with your agent. Check all reviews before making a decision. We sold our home and the buyer tried to use this company but in the end had to turn elsewhere. This company has little to no communication. The close date had to be changed but still no funding, no information. Turns out this company made decisions and changes without communicating with borrower or agent. What a same. They lost a customer through their fault alone and the borrower had to start over elsewhere.

First and foremost, the mortgage went through FINALLY but was an absolutely dreadful process. They dropped the ball at every turn, asked for the same information multiple times. Several occasions they said we were good to go, which was not true. After two months of ineptness, I told them to have a clear to close in two hours or I was dumping the whole deal. I was willing to lose my earnest money, I was that fed up… I got a call and an hour and a half later that were clear to close! Imagine that! There is so much more that I could mention… again, it was an awful experience working with them! Save yourself a major headache and seek service elsewhere.

Wish I could give them a zero. CrossCountry has the worst customer service Ihave ever experienced in mortgage lending - and I spent decades in the industry.
I was calling for 2 weeks regarding an insurance claim check and never got a return call. I finally called corporate and 2 days later a man named John called and was incredibly rude. He refused to give me his last name. He acted like it was all my fault.
If you're a loan officer, your borrowers may like you but they'll hate working with CC. I wouldn't go to work for them if they had the best rates and commissions in the biz.

We were in process of signing a rental agreement because we needed to move quickly cross country called and told us that we could actually buy because we were preapproved for a mortgage with them so we passed on the rental property and started looking at houses. Once we found the house we wanted and made an offer cross country came back and said that we actually weren’t preapproved and that we had to jump through all kinds of hoops in order to get approved so we ended up losing our rental and the house we were trying to buy by the time that we found a different lender that was legit

I signed my house with rocket mortgage.... then these people took over. Some sales person name QUINCY lied and wasted my time. Quincy is a LIAR. to get a new rate and not have to pay that months mortgage........ NOPE. got str8 effed.

I would give zero stars if it let me. Worst company I have ever dealt with in my life. Tried to raise my escrow over $600+ a month saying I needed to pay $13,000+ in escrow when my taxes are only $5,000. Something needs to be done and I am taking this to the BBB!!! I’m tired or their crap. Do not recommend to anyone!!!

TRUST THESE REVIEWS! I made the mistake of going ahead with a HELOC. 834 credit score and 144,000 equity, should have been a slam dunk. Was just going to pay off a previous HELOC with a higher interest rate. First off, everything was approved quickly. Communication was a nightmare because there was 8 people involved with the documents. All specialists apparently for 1 task only, and they obviously don't communicate with each other. After several days trying to get problems fixed, was told that the program was not available for a manufactured home. This after a hard hit on my credit report! They failed to ask the question up front. Avoid this company like the plague. Read the reviews and believe what they say. Still have my original Heloc, so no damage except credit report hit.

Él Sr Malcolm Gianella para mí es uno de los Mejores Lenders y Outside Loan Originator con qué trabajé.
Quiero expresarle mi más sincero agradecimiento por el tiempo, la dedicación y el apoyo que nos brindó.
Le agradezco de todo corazón, no tengo suficientes palabras para expresar míagradecimiento, todo lo qué hizo por nosotros, para lograr nuestro objetivos.
Su orientación ha sido fundamental él desarrollo y así poder lograr alcanzar nuestro préstamo. Valoro mucho su liderazgo y confianza y agradezco profundamente el tiempo, apoyo, orientación y la dedicación que me brindó durante esta etapa
Su ayuda fue fundamental, para lograr nuestro resultado final. Le estoy profundamente agradecido, es un magnífico profesional.

if it was up to I would give them no stars worst mortgage company ever customer service its awful they have no experience conveniently I'm sorry can't help you the tax department is closed today being trying to resolve my issue since December and no response they owe me a refund and conveniently its coming and never does spoke to different people and the seem to tell me different things urge you don't do business with them horrible

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.