CrossCountry Mortgage customer service number — expert guide

Where to find the official customer service number

CrossCountry Mortgage publishes its official contact numbers and secure account access on its corporate website (crosscountrymortgage.com) and inside the MyCrossCountry online portal for borrowers. The single most reliable place to locate the correct customer service number for your loan is your loan documents (closing disclosure, promissory note, or servicing statement): the servicing phone and mailing address are printed there and are the authoritative reference if you need to call, write, or dispute a transaction.

If you do not have your closing paperwork to hand, sign in to the MyCrossCountry portal or the mobile app — these platforms show the specific servicing phone and secure messaging options tied to your loan number. For general inquiries, CrossCountry also lists contact channels on its “Contact Us” webpage; always verify any number you find with the number in your loan paperwork to avoid misdirected calls or fraud.

Primary contact categories and when to call each

Mortgage companies separate incoming calls into operational buckets. Call the customer-service number when you need information about monthly payments, payoff amounts, payment posting, escrow balances, or basic account history. Call the loss-mitigation or mortgage workout line if you are experiencing hardship and need a forbearance, repayment plan, or loan modification evaluation. Contact the originations or loan officer who closed your loan for questions about underwriting, rate locks, or closing documents if the loan has not yet been sold or transferred.

• Typical contact categories: payment posting and history; payoff statements; escrow analysis and tax/insurance disbursements; loss mitigation/forbearance; escrow shortages; and questions about loan transfers. Note which category applies before you call — it reduces transfers and hold time.
• When calling, have these key identifiers ready: your loan number (on billing statements), property address, Social Security number or last 4 digits, and the date/amount of your last payment. If you’re calling about escrow or taxes, have last year’s property tax bill and insurance declarations page available.

How to prepare before you call

Preparation reduces call time and avoids repeated follow-ups. Pull together these documents: billing statement, note/loan number, most recent mortgage statement, escrow analysis (if issued), property tax bill, and homeowners insurance declarations. If your concern is a disputed charge or payment posting, gather bank statements and transaction IDs showing the date/time the payment was initiated so you can reference exact timestamps and amounts to the agent.

Estimate reasonable timelines for resolution: for simple inquiries (balance, payment history) expect resolution during the call or within 1–3 business days; for document requests or payoff statements, allow 3–7 business days for delivery; for loss-mitigation applications or formal written disputes, federal servicing rules generally require acknowledgements and responses on set timelines (see next section). Keep a written log of each call: date/time, agent name, and a brief summary of the outcome.

Escalation, legal timelines and regulatory options

Understand your rights under federal servicing regulations so you can measure responsiveness. Under the Real Estate Settlement Procedures Act (RESPA, Reg X) and implementing rules, servicers are typically required to acknowledge receipt of a qualified written request or a notice of error within 5 business days and to investigate and respond within 30 business days (with limited extensions possible). Use certified mail for formal notices when you need a stamped delivery receipt.

If you cannot resolve an issue with initial customer service, escalate to a supervisor and request a formal complaint reference number. If escalation through the company does not produce results, file a complaint with the Consumer Financial Protection Bureau (CFPB) online at consumerfinance.gov/complaint or by phone at 855-411-2372. Keep copies of all correspondence; industry best practice is to retain mortgage-related records for at least seven years, especially if a dispute or tax issue is involved.

Practical call and email scripts

Use a concise script to stay focused. Example phone opener: “Hello, my name is [Full Name], loan number [XXXXXXX], property at [Street, City, State, ZIP]. I’m calling about [specific issue—e.g., escrow analysis/forbearance/payoff] that occurred on [date]. I have [document names] available. Please let me know the next steps and an expected resolution timeline.” Ask the agent to confirm their name and a reference or incident number before ending the call.

For written communication use a short, factual email or letter: state your full name, loan number, property address, the exact issue, dates of relevant transactions, and the corrective action requested. Attach supporting documents and request acknowledgement within five business days. Save a PDF of any sent emails and note the method and date of delivery for letters — these records are crucial if you later need to escalate to state regulators or the CFPB.