Caliber Home Loans, Inc.

2015-04-25

Saybrook, IL

Credit decision / Underwriting

Mortgage: VA mortgage

Complaint: My husband and I sought pre approval for a home loan. My husband is XXXX military and we are preparing for a move XXXX. I was encouraged to contact XXXX XXXX from Caliber Home Loans. He assured me the process would be quick and painless. I explained our current situation and what we were seeking. This began on Tuesday, XXXX XXXX. We received pre approval from XXXX XXXX on Friday, XXXX XXXX out of the corporate office in Texas because XXXX XXXX is not licensed in the state we are seeking a home loan. We were pre approved for {$280000.00} with a total loan amount of {$280000.00}. I received the pre approval letter via email from XXXX XXXX. However, my communications have almost been exclusively with XXXX XXXX. On that same day we asked XXXX if we could have an increase. I asked him if it was " doable '', and he said it was " doable ''. On Monday, XXXX XXXX we found a house that was actually already in our pre approval range for {$270000.00}. I contacted XXXX and asked that the letter specify that amount because we intended to make an offer. Everything went downhill from there. XXXX contacted me that night and told me that he was given incorrect information by XXXX ( XXXX denies this and has proven it by providing corresponding emails with XXXX that show that XXXX had all of the correct information ). We were then informed that the pre approval was not valid. For the past week we have been seeking some sort of response to fix this situation. Each day I am assured by XXXX that " the higher ups '' are handling this and they are working to fix it. Each day I am told that we will have an answer. I have provided all the documents and information they ask for including : XXXX, tax forms, pay stubs, student loan information, military XXXX, etc. On Thursday, XXXX XXXX I contacted XXXX XXXX, XXXX, based out of XXXX. He is XXXX XXXX 's boss. I explained my frustration that this situation still has not been rectified, and how frustrated I felt as a consumer that I did everything right, received a pre approval letter, and when we were seeking to put an offer on a house we then were informed they made a mistake. I feel as though they have intentionally dragged me along with promises of handling this with no intention of making this right. XXXX assured me after that conversation with XXXX that the process was rolling quickly and that I would have an answer the morning of Friday, XXXX XXXX. He said that we had been pre approved ( again ) for {$260000.00}, and they believed it would be increased because of the increase in pay that will be happening when we move cross country ( with documents that I provided ). He said they were going to sell it to the VA, and they would tell the VA that they would take responsibility for the loan because of the errors that Caliber Home Loans made in this situation. XXXX has been having these conversations with his boss, executives at Caliber Home Loans, underwriting at corporate, etc. I finally felt as though they were going to do what they kept promising. I heard nothing on that day. I continue to hear excuses and no real answers. I initially believed them when they said they were going to make this right, but I do not anymore. I simply want to be able to put an offer on a home that is within the amount they pre approved us for. At this point we have no home to move to in less than 49 days when we move based on military orders. We also have XXXX children, and I have stressed to XXXX how important it is to put a roof over our children 's heads and provide them a safe and loving environment. Caliber Home Loans have lied, deceived, dragged their feet, and shown how much they do not value the military and the service members who sacrifice everyday for this country. We would pay this loan every month. We take it seriously. It 's unfortunate that Caliber Home Loans does not.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-24

Beyersville, TX

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Caliber Home Loans ( XXXX ) refuses to process our mortgage loan, or consider any others alternatives to foreclosure sale which is pending XX/XX/XXXX. As an urgent effort to save our families primary residence we are requesting an immediate foreclosure intervention by your offices. XXXX is in direct violation to the terms of the National Mortgage Settlement ( NMS ), Making Homes Affordable Programs ( MHA ) as well as recently enacted articles of the Consumer Financial Protection Bureau ( CFPB ). Our family has recovered financially from multiple job separations and other setbacks. All of the negative obstacles which once plagued our family 's lives are finally past us. We are simply seeking a fair opportunity to save our home which we have tried so diligently to keep through all of our ups and downs. XXXX, also alleges to have mailed an offer for assistance to our home last winter, XX/XX/XXXX. However, nothing was ever received regarding any such offer to modify our mortgage, we love our home and would have accepted any opportunity to preserve that dream, and these are simply unnecessary forms of lender abuse. Additionally we have received notices from XXXX, which have raised alarming questions regarding the ownership rights, as well as XXXX possessing the legal ability to initiate foreclosure of our loan XX/XX/XXXX. XXXX, has given no intelligible response as to the questions we have surrounding the letters which we have attached for your office to review. In fact, we have served XXXX with a Qualified Written Request ( QWR ) in order to force validation of the debt and chain of title and they have failed to respond. As Primary investor, XXXX or whomever claims to be is required to have necessary sales affidavits, the Alonge to the Note as well as complete accounting of our loan immediately after transfers to a new servicer or investor. We feel that our escrow may have been padded during this latest transition as well as XXXX, has countless viable consumer complaints currently pending from homeowners reflecting on their own personal types of unfair and abusive treatment. XXXX, is in violation of improper validation of a mortgage debt following written consumer request, as well failure to record changes here at XXXX County Records additionally failing at their Custodial obligation of Duties under RESPA Regulation Z. ( See Exhibit A ) XXXX, enforcing there will upon our family surrounding such heinous violations to the Federal housing laws and regulations is a true tragedy. We feel that XXXX, has failed at their ability to conduct their servicing obligations which is transparent nor fair and lacks integrity. As such we implore your office to intervene in our pending sale date as well as open and inquiry within the XXXX organization for wrong doing on multiple levels. We ask that we be allowed to process our loan for loss mitigation review alternatives to foreclosure ; rather than being forced into emergency bankruptcy. Thank you in advance for your prompt response to our urgent matter and approaching sale date pending XX/XX/XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-24

Raymond, NH

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-24

Davie, FL

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-23

Conyers, GA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-23

Foothill Ranch, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Homeowner did everything to try and save their home. They determined that the home was unaffordable for them and decided to pursue a short sale of the property. This was a difficult decision for the client to make, but realized this was in their best interest. The short sale was initiated on XX/XX/XXXX with an approval letter being submitted on XX/XX/XXXX in the amount of {$440000.00}. We submitted a value dispute and appraisal showing a value around {$420000.00}. The property was built and designed for little people and does not conform with standard properties. In a detailed conversation with XXXX XXXX at the lender ; a possible approval was discussed at {$420000.00}. The buyer is prepared to close at this price and seller can avoid foreclosure. On XXXX XXXX we received a denial notice from the lender advising that the offer was not high enough and they were proceeding with foreclosure. Additionally, this is an invalid foreclosure. The original sale date was issued for XX/XX/XXXX. Since the sale has been postponed XXXX times, it is mandated by California State Law that new foreclosure proceedings must be filed starting the foreclosure process over. No new Notice of Default has been filed. Therefore, to proceed with the foreclosure sale tomorrow would be an invalid and illegal foreclosure.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-23

Plattekill, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: This complaint is against Caliber Home Loans. They bought our home mortgage loan from XXXX effective XX/XX/XXXX with Caliber assuming service on the loan on XX/XX/XXXX. We had lengthy difficulties with XXXX. These difficulties seem to have been transferred to Caliber. Caliber has been unable to sort things out and communicate with us on a timely basis. The specific points of contention are:1. XXXX told Caliber that they paid our homeowner 's insurance because they say we let our homeowner 's insurance lapse. This was totally false and we provided documentation from XXXX showing that our homeowner 's insurance never lapsed and was up to date. Those documents were also faxed to Caliber on XXXX XXXX, 2015. 2. XXXX informed Caliber that they paid our property taxes for XX/XX/XXXX. This is totally false and we provided receipts showing that we paid it. Those documents were also faxed to Caliber on XX/XX/XXXX. 3. Caliber started calling us in XX/XX/XXXX telling us we owed them either {$8000.00} or {$10000.00}. This was a combination of the homeowner 's insurance, property taxes and they said we were behind in payments per the information they received from XXXX. We faxed them documents on XX/XX/XXXX that included letters from lawyers at XXXX ( XXXX in XX/XX/XXXX and XXXX in XXXX ) that stated that we were current and up to date with all payments. We also faxed cancelled checks for all mortgage payments for XX/XX/XXXX demonstrating that we were actually ahead of our schedule of payments. 4. We sent with the documentation on XXXX a letter of complaint asking for the matter to be resolved after speaking with a manager named XXXX in the Caliber complaint department. They also indicated that while it was being investigated they would cease their harassing phone calls. 5. They said they would respond within 30 days. On XXXX XXXX having not heard from them we called customer service. At first they were unable to find any record of our complaint or the XXXX pages of documentation that we faxed in. When they did find the information they were unable to connect us with their complaint department. We requested a response from them by phone by Wednesday, XX/XX/XXXX. They have not responded. We are asking that they update their records to show that no taxes were paid by XXXX or Caliber, no property taxes were paid by XXXX or Caliber. Any money applied to " pay '' for these taxes be applied toward the principal of the mortgage in addition any interest is to be adjusted. Any late fees must also be removed from our account and interest adjusted. We have had extreme difficulty getting records concerning our account from Caliber and what we did receive was very confusing because the information they have from XXXX is very confusing.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-23

FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I discovered on XXXX/XXXX/2015 that my property taxes were not paid by my mortgage companies escrow department. I contacted them to find out the reason and discovered that they had the wrong parcel number on file and paid another parcel number tax amount. The amount paid was more than {$2500.00} than my parcel tax amount. The tax department told me that they would open a case to look into the issue and that I would have to call back in 10 days, as the tax department can not make outbound calls. I called back 10 days later to find out that they requested a refund on the original amount paid and that they paid my taxes correctly now. I questioned them on the amount paid this time and again it was not the correct amount. When I questioned them, they said that they would open a case on it and I would have to contact them in 10 days. I was very upset and asked to speak to someone that could help and I was told to contact customer service. I contacted customer service and explained all of this and they said that they would look into and get back to me. I requested statements on my escrow account and they provided. I received the statements to only find out that my escrow account is negative due to both wrong payments and my monthly mortgage payment would be increasing. Now realize, I have been paying an inflated escrow payment due to the original parcel number/property tax mistake. I was assured a call back on XXXX with an update and resolution. I never received the call. I called and asked for the agent ( by their agent number ) and the agent was not available and I was assured a call back from the agent the next day XXXX. I never received that call. I called back again today XXXX and tried to get to a manager or supervisor and was only given another agent. Again I was told that they are still working on reconciling the account, waiting on their checks to be returned and my escrow account to be updated before they will pay my property taxes. Property taxes not paid by XXXX/XXXX/2015 are considered delinquent and subject to penalties including late fees. Taxes not paid by XXXX/XXXX/2015, the tax certificates are sold and liens and other severe penalties are enforced. When notifying my mortgage company escrow department, there answer is " I 'm sorry sir, we are doing everything we can to resolve this and can not give you an expected update. We have to wait for the checks to be return, funds to be added back to your account, and then we can pay your taxes. '' I ask how long will this take? " It can take up to 90 days for refunds and I 'm sorry sir, we have cases open now and do not have an exact time frame but we will notify you. '' I have over XXXX hours and more than XXXX calls in to multiple divisions of the mortgage company, escrow and tax departments. I have asked for a manager or supervisor on almost all of these occasions and have not once been transferred to XXXX. Lastly, this is not my first year with the mortgage company. The previous years they had and paid the correct amount. In XXXX of the calls, they told me that they were reorganizing their tax department.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-04-22

Norfolk, VA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-22

Marshalltown, IA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-22

Bristol, PA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-22

Bayside, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-22

PA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I 've been in a battle with XXXX different mortgage companies who have claimed to be the owner and/or servicer of the note on my home. Originally, XXXX claimed to own both the note and the deed on our home, but after repeated attempts to request information proving that claim, they either only provided photocopies of incomplete documents or flatly refused to answer questions. During the time that I was disputing their ownership, we hired an expert to track down the location of our loan and were provided information that it was NOT owned by XXXX, but had been securitized ( including the name and location of the trust, the closing dates, the XXXX, and other documents related to our loan and its significance to the trust 's overall XXXX ). After a year of not receiving payment from us, and refusing to provide proof, XXXX removed all reporting of a mortgage from our credit report, registered themselves in the county recorder of deeds office over 9 years after they claim to have bought to original mortgage ( illegal in PA and recently upheld by a Federal judgement ), and subsequently sold the loan ( not actually ) to Caliber Home Loans. I immediately continued my dispute with Caliber, claiming that they can not own the loan as XXXX did not own it to sell to them ( actually, they claim XXXX trust owns it now, which brings up many more questions about the validity of that transfer given the delinquency of the mortgage ). They continued the practice of sending us photocopies ( interestingly enough, a different copy of the mortgage documents containing signatures not in what XXXX had initially sent to us ), and refusing to answer questions or provide the name of the custodian, and location, of the " wet ink '' note. Caliber has recently recorded themselves in the county recorder of deeds office, well outside of the 90-days required by state law, and in spite of my notification to the recorder of deeds that they had failed to follow the law. The most recent violation comes from a QWR sent to them in XXXX, which they did acknowledge within the required 5 days, but which they have failed to respond to within 30 days. There is no question that there are a litany of violations that have been perpetrated upon me by XXXX mortgage companies, and that there is some kind of scam going on here with the intent to defraud me and to attempt to foreclose on my home. I have never refused to pay the rightful owner of the mortgage on my home ( if XXXX still exists and can be proven ), but I have repeatedly asked these people to provide the legal documentation that it is them who are entitled to collect before they get another penny from me. I 've paid over XXXX to XXXX over the course of living here that I now believe that they were not entitled to collect, I believe that they may have defrauded the trust who did own my note through their claims to be the owners and failure to pay the trust as required, and that the true status of my mortgage XXXX not be able to be proven by anyone ( and it may have been paid off, at least XXXX via whatever transfers and games have been played by the banks ). The last thing that I want to do is pay someone, only to have another party show up XXXX day with a valid note and prove that I owe them money regardless of what I have paid to any other parties. There is absolutely something wrong with this entire situation, and the unwillingness of the banks to provide proof, in conjunction with the fact that I know there are at least XXXX different copies of a mortgage and a third party named who owned the note in circulation, that makes it all but impossible for any reasonable person to know who is actually owed money, if anyone at all. I 'm at a loss, and do n't know what to do as no one is being above board with their answers to my questions to attempt to ascertain who I may owe money to. I hope that you can help me.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-21

Beyersville, TX

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: Caliber Home Loans is attempting to foreclose on my home without following the proper procedure. After the initial complaints to the CFPB I continued to demand a single point of contact ( of which they supposedly said I was enrolled in ) without ever being given any contact information for a single point of contact. Caliber has made it impossible to attempt to talk to anyone about any type of loan mitigation process such as a loan modification. Beyond this we have not received a proper 20 day notice to cure, or a notice to accelerate the loan. We have also not received any proper 21 day notice to foreclose. As such Caliber is now pursuing an illegal and fraudulent wrongful forclosure. Additionally I specifically sent them a certified letter explaining not to call any phone number for me on file, as I preferred all correspondence via letter for legal documentation purposes. They received this letter XXXX XXXX, 2015. Not only have they violated the FDCPA by calling multiple times after that date, they have also called at hours that the FTC has barred. For example on XXXX XXXX, 2015 I received a phone call from Caliber at XXXX. The the next day XXXX XXXX, 2015 I received another morning call at XXXX. Both calls were well before the XXXX allowed time for businesses to call consumers.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-20

WA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I have been trying to get a loan Modification from Caliber Home Loans since XX/XX/XXXX. I have repeatedly filled out applications per there request. They just sent a denial letter stating I was ineligible for any short term loans or interest only loans. I was supposed to be being evaluated for a repayment plan. Now I have to start all over with an appeal process and they still wo n't accept my payments!! There are discrepancies on the statement they have n't addressed. It says I accepted a loan modification in XX/XX/XXXX - I have never signed nor seen a modification document from them. They have payment reversals listed which I have no idea what those are for and they sent {$600.00} to my ex wife who is n't supposed to be on the loan anymore.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-16

Patterson, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have XXXX concerns with the mortgage servicer, Caliber Home Loans:1 ) I was provided an annual escrow disclosure statement by Caliber Home Loans and notified that my shortage was {$92.00} on XXXX XXXX, XX/XX/2015. I paid the mortgage shortage amount in its entirety ( {$92.00} ) and the funds were posted on XXXX XXXX, XX/XX/2015, but listed on my XXXX statement as " single item receipt. '' I contacted the servicer to determine whether the payment was misapplied and why the monies I sent were not applied to the escrow shortage as directed on my check, and informed that they would counduct a new escrow analysis on my account. In the meantime, my new statements reflect the increased amount of $ XXXX/month from {$710.00} ( prior to the escrow shortage statement ) which includes an escrow adjustment amount of $ XXXX/month which should have been satisfied with the escrow shortage payment. 2 ) I inquired with Caliber Home Lans whether my account was eligible for cancellation of the private mortgage insurance on this account. I faxed a letter on XXXX XXXX, XX/XX/2015 to an address and phone number supplied by the customer service representative : Caliber Home Loans, Attn : PMI Department, XXXX XXXX XXXX, XXXX, TX XXXX and fax number, XXXX. I contacted Caliber Home Loans again on XXXX XXXX, XX/XX/2015 and spoke with XXXX ( ID # XXXX ) who indicated that my request was received on XXXX XXXXXX/XX/2015. Based on my payment history ( no late payments ) and length of my mortgage, he confirmed that I qualify for cancellation/termination of private mortgage insurance ( PMI ). To date, I have not received a written acknowledgment from Caliber Home Loans of my request for cancellation, or instructions on next steps. A review of my statements, however, show that I 'm paying approximately $ XXXX/month in private mortage insurance. I would prefer that those monies immediately be applied to the principal of my loan, and not to a financial instrument that I 'm not required to have, or desire to have any more.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-16

NY

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I was not given notice of a change in mortgage servicer company.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-16

Bel Alton, MD

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-16

CO

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: XXXX sold my mortgage to Caliber right when we were almost done with it. my home was set for auction XXXX XXXX caliber took it over XXXX XXXX XXXX had requested a postponement but it did n't go thru before the change, no one at caliber could help me, since i was n't in their system yet. I was in a state of sheer panic. i was going to lose my home because i was n't in the system???? I called everyone, i talked to supervisors, managers at caliber to no avail. i finally called XXXX who had done everything right for me. i finally got the foreclosure attorneys contact from XXXX. i called them, they had chases request but since caliber now held it they needed it from them. i begged, pleaded and threatened a law suit. nothing. the friday before the sale i did n't know if i was losing my home or what was happening. i had been contacting Caliber daily, same results, nothing. in desperation i called the foreclosure attorneys again. the girl i had spoken with preciously had put a postponement request in new date XXXX XXXX, XXXX XXXX weeks from today. Finally on XXXX XXXX Caliber had my information. I spoke with a lady explained for the XXXX time my situation. she walked me thru to where the loan modification papers were on their website they needed to have them within XXXX days of the sale. Wednesday, XXXX XXXX 2015 I emailed the documents, I requested they request a postponement so we could take care of this, and I requested receipt of documents, not surprisingly, i received nothing. i had explained that i am currently without a phone and need email communication. On Friday XXXX XXXX I again requested affirmation of receipt of documents, again nothing. This week I have sent thru their website XXXX times for help. I have heard nothing and my home is set for sale in XXXX weeks. I am XXXX and not in great health and my husband is XXXX from a XXXX. My grandkids also love here with me. i ca n't pack everything up and find out it was for naught ( much less the confusion to my husband and grandkids ) at this point I have no idea what to do. HELP ME PLEASE PLEASE right now i can only be contacted via email, but my phone should be back on soon that number is XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-15

Oxford, GA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: Dual Tracking and Foreclosure violation by Caliber Homes Loan. We applied for loan modification due to unemployment and underemployment before XXXX XX/XX/XXXX and more than 37 days from the XXXX XXXXXX/XX/XXXX foreclosure, sale date on my home. However, although, our modification process is still currently going on, Caliber Home Loans, has simultaneously, scheduled a foreclosure date for XXXX XXXX, XX/XX/XXXX ( now, roughly, 2 wks from today ). Please, Help Now.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-15

Howell, NJ

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-15

Vienna, NC

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: Caliber Home Loans bought my mortgage XX/XX/XXXX. I had relocated and listed the home on XX/XX/XXXX in a short sale with XXXX. Caliber sent a deputy sheriff to my new apartment and served foreclosure papers to me XX/XX/XXXX. XXXX later, XX/XX/XXXX, XXXX and XXXX sent a letter to me cancelling the foreclosure hearing of XX/XX/XXXX. How do I find out what is going on? This worries me because no one will tell me why the hearing was even scheduled and now why XXXX has been cancelled. Property address is XXXX nc XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-14

Santa Maria, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-14

Binghamton, NY

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-14

Los Angeles, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response