Cross Country Mortgage is a loan servicer, not a lender

Cross Country Mortgage services home loans — meaning they collect your monthly payment, manage your escrow account, and handle customer service — but they did not originate your loan. You borrowed money from a bank, credit union, or other lender, and that lender sold your loan to Cross Country or hired them to manage it. Your payment goes to Cross Country, but the terms of your loan (interest rate, length, principal balance) were set by whoever originally approved you.

This matters because it affects who you contact for different issues. Cross Country handles payment logistics, account questions, and payoff requests. But if you need to discuss loan modification, forbearance, or a dispute about the original terms, you may need to reach the investor who owns your loan — and Cross Country can tell you who that is.

Cross Country operates in most states and services conventional loans, FHA loans, VA loans, and USDA loans. They also service loans in bankruptcy and loans that are behind on payments.

Key Takeaways

  • Cross Country Mortgage collects your payment and manages your account, but does not own your loan or set your interest rate.
  • You can pay online through their website, by phone, by mail, or through automatic bank transfer (ACH), and payments are typically due on the first of the month.
  • Your monthly payment includes principal, interest, property taxes, homeowners insurance, and possibly mortgage insurance, depending on your loan structure.
  • If you fall behind, Cross Country will contact you about loss mitigation options, which may include forbearance, loan modification, or other arrangements.
  • You can request a payoff quote anytime, and Cross Country must provide it within three business days.

How to make a payment to Cross Country Mortgage

Cross Country offers multiple payment methods through their website at crosscountrymortgage.com. You can log into your account, enter a one-time payment, or set up automatic monthly payments. Automatic payments (ACH) typically process on the date you choose and are the most reliable way to avoid late fees.

You can also pay by phone by calling their customer service line, which appears on your monthly statement. Phone payments usually incur a fee. Mailing a check is still an option — your statement shows the mailing address — but mail takes time, so payments must arrive by the due date, not be postmarked by it.

The standard due date is the first of the month. If the first falls on a weekend or holiday, Cross Country typically extends the due date to the next business day. Late fees apply if your payment is not received by the due date, and the amount depends on your loan documents.

What your monthly payment includes

Your Cross Country Mortgage payment is usually a single amount that covers multiple things. The payment is divided into principal (the amount borrowed), interest (the cost of borrowing), property taxes, homeowners insurance, and possibly private mortgage insurance (PMI) if your down payment was less than 20 percent.

Cross Country collects the tax and insurance portions into an escrow account and pays those bills on your behalf when they are due. This protects the lender because it ensures taxes and insurance stay current — if either lapses, the property is at risk. You can request an escrow analysis once a year to see how much is being held and whether your monthly escrow payment needs to adjust.

If your loan is an FHA loan, you may also pay mortgage insurance premiums (MIP) as part of your monthly payment. VA and USDA loans have different insurance structures. Your statement breaks down each component so you can see exactly where your money goes.

Late payments and what happens next

If your payment is not received by the due date, Cross Country will report it as late to the credit bureaus after 30 days. A single late payment can lower your credit score by 100 points or more. After 30 days late, you will receive a notice warning you that you are in default and have a window (usually 15 days) to bring the account current before formal action begins.

If you fall behind, contact Cross Country immediately. Do not wait for a foreclosure notice. The company has loss mitigation specialists who can discuss forbearance (temporarily pausing or reducing payments), loan modification (changing the terms), or other options depending on your situation and the investor's policies. Some options require you to be behind; others are available before you miss a payment if you can show financial hardship.

Foreclosure is a legal process that takes months and varies by state. Cross Country must follow state law and provide you with written notice at each stage. Many borrowers stop foreclosure by working out a payment plan or modification before the sale date.

Understanding your statement and account online

Your monthly statement shows the payment amount due, the due date, the breakdown of principal and interest, the escrow account balance, and any fees or adjustments. It also lists Cross Country's customer service phone number and website. You can create an online account to view statements, make payments, and download tax documents (Form 1098) at tax time.

The statement will also show your loan number and the investor's name if your loan has been sold. If you have questions about a specific charge or calculation, Cross Country's customer service can explain it. If you believe there is an error, you can file a dispute in writing, and the company must investigate within 30 days.

Paying off your loan early or requesting a payoff quote

You can pay off your loan at any time without penalty (unless your loan documents include a prepayment penalty, which is rare on modern mortgages). To find out exactly how much you owe, request a payoff quote from Cross Country. They must provide it within three business days and it is usually free.

A payoff quote includes the principal balance, accrued interest through a specific date, any unpaid fees, and the exact amount needed to close the loan. The quote is good for a limited time (often 10 days), so if you are refinancing or selling, get the quote close to your closing date. When you refinance, the new lender will request the payoff quote directly from Cross Country and pay it off as part of the closing.

If you are selling your home, your real estate agent or title company will coordinate the payoff with Cross Country to ensure the loan is paid in full at closing and the lien is released from the property.

Frequently Asked Questions

Can I change my payment due date?

Yes. Contact Cross Country customer service and request a due date change. They can usually move your due date to a different day of the month, though some investors have restrictions. A change typically takes effect within one or two billing cycles.

What if I pay extra toward principal?

Extra payments reduce your principal balance and shorten your loan term, saving you interest over time. Make sure your payment is marked for principal only, not applied to next month's payment. Cross Country can confirm how extra payments will be applied before you send them.

Do I need to contact Cross Country if I sell my home?

Your real estate agent or title company will handle the payoff coordination, but you should notify Cross Country that the property is being sold. They may ask for proof of sale or a closing date so they can prepare the payoff documents and ensure the lien is released promptly after closing.

What if I think there is an error on my statement?

Call Cross Country's customer service number on your statement and explain the discrepancy. If you want a formal investigation, send a written dispute letter to the address on your statement. Cross Country must respond within 30 days and correct any errors found.

Can Cross Country modify my loan if I am struggling?

Cross Country can discuss modification options if you are experiencing hardship, but the decision rests with the investor who owns your loan. Contact their loss mitigation department to explore forbearance, modification, or other arrangements. You do not have to be behind on payments to ask, though some programs require it.