What to do when a CrossCountry Mortgage account holder dies
Report the death to CrossCountry Mortgage's Notification of Deceased Customer at 1-833-755-2066
Notifying CrossCountry Mortgage of a death is not a claim for money — it is the step that stops the account, fixes the balance owed as of the date of death, and puts CrossCountry Mortgage on notice as a creditor of the estate. The Notification of Deceased Customer (1-833-755-2066) handles it.
The claim process can be initiated by phone at 1-833-755-2066 or by sending documentation to Research.Incoming@servicing.crosscountrymortgage.com. Have the account holder's full name, account numbers, and the death certificate available when making initial contact.
Death claim process
The death claim process at CrossCountry Mortgage works as follows:
Filing a claim
- The deceased-customer page lists fax 469-322-4655, but the 3rd Party Authorization Form says "all communications must be made via mail or email. We no longer support communications via fax."
- Only CrossCountry customers and authorized third parties may request a payoff quote
- By letter: CrossCountry Mortgage, Attn: Payoff Department, 8950 Cypress Waters Blvd., Coppell, TX 75019, stating the loan number, property address and current contact information
- Wire and certified-funds instructions for paying off the loan are on CrossCountry's Paying Off Your Mortgage page
- Mail: CrossCountry Mortgage, Attn: Centralized Mod Department, PO Box 619097, Dallas, TX 75261
- Email: modification.assistance@servicing.crosscountrymortgage.com
- Fax: 469-312-4384
Required Documents
- Death certificateUsed "to validate the death of the customer and make the necessary updates to the account."
- Evidence of family relationship, such as a marriage or birth certificate, to validate your relationship to the customer
- Will or Last Testament, only if a will existsShows ownership interest or that you are the executor or administrator.
- Probate proceeding order, only if a probate case was openedMust be signed by the judge and show that you inherit the property or are the executor or administrator.
- Court pleadings or ordersLetters of Testamentary, Letter of Personal Representative, Letter of Fiduciary or Letter of Administration. Must be filed by the court or signed by the judge.
- DeedUsed to validate that you are an owner of the property.
- Intestate heirs affidavit, where there is no willEstablishes who the legal heirs are, and should give the property description and who gains ownership.
- Recorded affidavit of heirship, only as applicable by state lawMust be recorded.
- Recorded Life Estate Deed, Lady Bird Deed, or Transfer Upon Death Deed, if the property transferred automaticallyMust have been executed by the customer and recorded.
- Cover letterWith the deceased customer's name, the loan number, the property address and your own contact information.
Forms CrossCountry Mortgage issues1
- 3rd Party Authorization Form
Completed by the borrower, to authorize a third party on the account. Available to download.1
What happens to each kind of account1
- Loan
Being confirmed as a successor is not the same as being released from or added to the debt. CrossCountry names only a release of liability (investor specific, not guaranteed, fees apply) or a refinance as ways to change who is obligated, and in each the remaining borrower must qualify alone.2
CrossCountry warns that "any collection or foreclosure processes will not be halted unless we receive the complete mortgage assistance package," and that foreclosure may not be able to be halted if documents arrive too close to the sale date.2
CrossCountry's mortgage assistance options are repayment plans, loan modification, payment deferral, trial period plans, short sale, and deed in lieu.3
Federal law on calling a home loan after a death
These exemptions apply to a loan secured by residential real property containing less than five dwelling units.12 U.S.C. § 1701j-3(d); 12 CFR 191.5(b), 141.14Verified Oct 3, 2026View source
- A lender may not exercise a due-on-sale clause upon a transfer by devise, descent, or operation of law on the death of a joint tenant or tenant by the entirety.12 U.S.C. § 1701j-3(d)(3); 12 CFR 191.5(b)(1)(iii)Verified Oct 3, 2026View source
- A lender may not exercise a due-on-sale clause upon a transfer to a relative resulting from the death of a borrower.12 U.S.C. § 1701j-3(d)(5)Verified Oct 3, 2026View source
- A lender may not exercise a due-on-sale clause upon a transfer where the spouse or children of the borrower become an owner of the property.12 U.S.C. § 1701j-3(d)(6)Verified Oct 3, 2026View source
A federal regulation sets further conditions on these transfers.12 CFR 191.5(b)(1)(v)Verified Oct 3, 2026View source
What CrossCountry Mortgage provides to the estate1
- Payoff statement
Only CrossCountry customers and authorized third parties may request a payoff quote. CrossCountry discloses a preparation fee of up to $25 per payoff quote statement and expedited web-delivery fees of up to $25.4
What CrossCountry Mortgage's agreement and guidance say2
- Who can get account information
CrossCountry says "in order to release any information on the loan to you, we must confirm that you are a successor in interest to the customer or the Executor of the Estate." Nothing about the loan, including the balance, is disclosed until the documents are on file.2
CrossCountry's Transferring Ownership page says "Transferees may qualify for successor in interest status, which allows them access to information related to this loan."5
A third party the borrower authorized on the account can sign in and request a third-party payoff quote. The authorization is valid until revoked or until the loan is paid in full.1
- Fees
A borrower's death does not pause the payment obligation. CrossCountry assesses late fees at midnight when the grace period stated in the Note ends.2
Not in CrossCountry Mortgage's published guidance1
- How long a claim takes
CrossCountry Mortgage's Notification of Deceased Customer can be reached by phone at 1-833-755-2066, email at Research.Incoming@servicing.crosscountrymortgage.com, and fax at 1-469-322-4655 for questions throughout the claims process.
Sources
Data sourced from CrossCountry Mortgage primary sources (15 pages reviewed). How we research.
CrossCountry Mortgage death claims support
Notification of Deceased Customer (CrossCountry Mortgage)
Phone
Mortgage assistance package fax (Centralized Mod Department)
Fax
Hours
Mailing address
Website
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