CrossCountry Mortgage review: Loan modification

We were approved for a Loan Modification back in August 2024. The Loan Modification required a 3 month trial, which began in October 2024 and was successfully completed in December 2024. All 3 payments were made in full and on time. Because CCM's website did not show our 3rd payment (December) as scheduled or in process, we panicked and scheduled a 4th payment (as CCM made it very clear that the payments needed to be processed on time, and a miss by one day would result in the Loan Modification being cancelled).

So we scheduled a 4th payment. After realizing we scheduled this in error, we called CCM and told them what had happened. We requested that they stop the payment on their end. They told us there was nothing they could do and we could contact our bank and have them help us with the stop payment. Nothing they can do!

They proceeded to try to re-run the 4th payment twice against our Wells Fargo Checking account. We had insufficient funds (we brought this to the attention of our bank, and WF was aware these payments should be stopped, and they were).

On 2/12 or 2/13 (after we had already signed the agreement to finalize our new loan and sent those papers into CCM) we received a letter suggesting our Loan Modification would not go through because the third payment was reversed (false).

After two calls had with Janelle and Amanda on 2/13/25, I spoke with Ramie, Linda, and Desirae R on 2/19. Finally, Desirae was helpful and initiated a call into Wells Fargo Bank. We spoke on a recorded line with a WF representative who confirmed I had made all 3 payments on time. Desirae seemed satisfied. This prompted Desirae to escalate our case and to provide this call recording with her team.

On 2/27/2025, we received a letter informing my wife and I that, "We
found that your payment, in the amount of $x, xxx. xx, submitted on December 31, 2024, was reversed and returned on January 13, 2025, due to insufficient funds."

The payment that CCM claims was returned on 1/13/25 was not returned. Rather, that was WF not processing the 4th payment because we did not have the funds in our account (insufficient funds). There was never a return of funds, simply a rejection of CCM attempting to collect the 4th payment (again, only 3 payments required for the trial, not 4).

So CCM mistakenly took this insufficient funds bounce back as a return of $x, xxx. xx. Wrong! And keep in mind, this was communicated to multiple reps between 02/13/2025 and 02/19/2025.

During this time, I requested to speak with a Manager multiple times. Whenever I requested a manager get on the phone immediately, I was there is no manager available.

I requested calls back from managers, Samantha A. and Yobani M. Multiple times, they didn't return my calls.

While writing this up I FINALLY spoke with a Manager (Loran K). Now, in addition to likely having to make a payment for the reinstated Loan Modification by Mar 1, 2025, Loran is now telling us that we will also have to make back payments for January and February (which was not a part of the trial period).

I have spent hours of my valued time on phone calls and conducting my own research to prove we are right and CCM is wrong. Managers are now admitting that CCM is wrong (it's Loran's and Yobani's opinion that we were falsely denied the loan modification because we did in fact make the payments on time).