Caliber Home Loans, Inc.

2018-02-26

Brooklyn, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-02-26

Washington, DC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Caliber did not receive a copy of property tax statement for first half of XX/XX/XXXX tax payments ; copy of property tax statement was sent to Caliber. Caliber incorrectly entered Lot ID, resulting in incorrect property tax payment. After being notified of issue, Caliber subsequently made correct tax payment. However, original incorrect payment ( made XX/XX/XXXX ) has still not been returned to our escrow account, despite over 6 months passing. As a result, escrow account is underfunded. Caliber subsequently did an escrow analysis ( XX/XX/XXXX ) and determined that escrow account is underfunded, resulting in increased escrow payment to take effect at a later date. Additionally, this resulted in an incorrect XXXX being issues, as it includes both the incorrect payment ( not yet refunded ) and the correct payment.
Company Response: Closed with explanation

Timely Response

2018-02-26

Philadelphia, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Since they began servicing my loan, Caliber has sent my tax payment to the wrong address. The previous 2 years ( XX/XX/XXXX ), I have had to work with the municipality to trace it and get it properly applied, incurring late fees. I have addressed this with Caliber every year and they still have not changed it. My recent conversations have gotten them to correct the billing address, but they paid my XX/XX/XXXX taxes twice with my money. Now they are asking for an escrow increase to cover the shortfall, rather than trace the XX/XX/XXXX payment. I have spent hours on the phone with them and they do not seem to care, they just send me a bill.
Company Response: Closed with explanation

Timely Response

2018-02-26

Dallas, TX

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-02-23

Lake Shore, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-02-23

Burbank, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX I took out a mortgage with XXXX for {$310000.00}. XXXX filed BK in New York. Since then I have made all my payments on time for {$2500.00} per month which were not applied correctly to principal. Recently I was told by Caliber Home Loans that I had a superavit in Escrow and the Unapplied Funds account and they would post it as the XX/XX/XXXX payment and they have not and want a detailed explanation why not asap.
Company Response: Closed with explanation

Timely Response

2018-02-23

Stevenson, MD

Trouble during payment process

Mortgage: VA mortgage

Complaint: On XX/XX/2018, I called XXXX XXXX to ask why my tax bill included a fee of {$5.00} names as " interest ''. They said the tax payment was made on time, to call the Tax Assessment office. The tax assessment office said the fee was for the " convenience '' of paying the tax bill twice a year, versus once a year. I spoke to a supervisor at the XXXX County MD Assessment Office at XXXX. I asked her how I could change the payment frequency and she stated that I needed to call my mortgage servicer ( since my tax bill is paid from escrow ). I called XXXX XXXX again at XXXX XXXX. I spoke to XXXX ( ID : XXXX ). I explained the issue and he said they would just need to change the bill amount in their system and that he would transfer me to the office that can do that. I was on hold for over 20 minutes so I hang up and called again. This time I spoke to XXXX ( ID : XXXX XXXX at XXXX XXXX. He too transferred me to the department that handles taxes via conference call and we spoke to an employee called XXXX. She said that they could not make the Tax payment once a year, that I had to contact the MD Tax Assessment Office to change the billing frequency. Her statement is in conflict with the XXXX XXXX flyer which states otherwise. The Maryland tax assessment ( XXXX XXXX County ) office was very clear that the mortgage servicer CAN pay the bill once a year and is the only one that can make the payments once a year ( vs. bi-weekly ) since the payments are made from escrow ( see email from the XXXX XXXX Government official, Financial Operations Supervisor ). Despite this, the Caliber Home Loans Tax office in essence denied my request to pay once a year. Since they said they could not change my payment frequency I asked Caliber to be allowed to get out of escrow so I can pay my own tax bill once a year and not have to incur additional fee for the convenience of bi-annual payments. I was told by XXXX that I am required to have an escrow because I have a VA loan. I asked if they could send me in writing the reason why they can not make the tax payment once a year as the supervisor at the MD tax assessment office explained I had the right to choose but the Caliber Home Loans representative said that no We don't put anything in writing because there are legal implications. Then I asked to speak to a supervisor at the Caliber Home Loans tax Department and 30 minutes later, I was still on hold. Finally, XXXX came back to the phone and said that no supervisor was available but that he would put in the notes that I called. A homeowner forced to pay Property Taxes via escrow should not also be FORCED to incur a fee because it is more convenient for the mortgage servicer to pay the tax bill twice a year. Caliber Home Loans should be required to notify me in writing the reason why they refuse to pay my tax bill payment once a year as I requested and as MD law allows me to choose. Caliber Home Loans refused to give me a reason in writing for not granting my request, they refused to make one payment as I requested and as shown in the Tax Assessment Office flyer ( see attached county 's tax flyer, page 2 under Semiannual Tax Payment Option ). I should not have to pay a service charge that is 0.15 % on the balance of the payment, only because Caliber Home Loans chooses to pay my bill semi-annually vs. annually. Furthermore, as a consumer, I should have the right to speak to a supervisor when I have problems with my escrow that the main line representatives are unable to correct.
Company Response: Closed with monetary relief

Timely Response

2018-02-23

Quartzsite, AZ

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have requested confirmation information from the servicer twice by calling and twice by emailing. Email takes over a week to respond, and I have not received answers from the customer service representatives over the phone. My questions are simple regarding what is required of me to ensure my PMI is removed from my mortgage payment. I have a 30 year FHA loan that closed XX/XX/XXXX as a refinance from an original FHA loan that closed in XX/XX/XXXX. My original purchase was a short sale with an appraised value sale price of {$260000.00}. I have asked the lender to confirm that {$200000.00} would be considered 78 % of my original LTV and thus my mortgage insurance will be removed if my loan balance is below that amount after 5 years has passed since my refinance. I also asked them to confirm what would be the first eligible payment date where my mortgage insurance could be removed. I have received incorrect information that my PMI can not be removed until XX/XX/XXXX. I have received canned responses regarding the automatic removal of PMI once the loan has reached 78 % LTV and five years of PMI payment. I simply can not get them to answer what dollar amount they show would be considered 78 % LTV and what date they would consider five years of PMI payments. I'm simply trying to confirm they have the correct information to assure my PMI may be removed as soon as possible when I'm eligible. Thank you for your help.
Company Response: Closed with explanation

Timely Response

2018-02-22

Key Biscayne, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: We live in south Florida and were financially hit by hurricane Irma as our house had damages which consisted of roof damage and exterior damages to fences and trees. We contacted our mortgage company at the end of XX/XX/XXXX explaining the situation and we were put on a forbearance and explained that our payments would be deferred to the end of our loan term. Now in XX/XX/XXXX we received a call that we had to come up with all the money of those months before they take action on us. Meanwhile this whole time, I have not stopped paying my escrow account which covers taxes and insurance on my property.
Company Response: Closed with explanation

Timely Response

2018-02-22

Riverview, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-02-21

Memphis, TN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have submitted a requested a mortgage modification with financials to Caliber Home Loans. I have a 1st and 2nd mortgage with them. My interest rate adjusting out frequently has put my family in a hardship, I have requested a fixed rate mortgage payment. I was recently denied because they stated I have excessive debts. The only debts I have is my mortgage payment. This is incorrect information my income does allow me to pay a mortgage payment. I feel I'm being discriminated against because I'm XXXX I want to keep my home. Please Help!!!!!!!!
Company Response: Closed with explanation

Timely Response

2018-02-21

Laredo, TX

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with non-monetary relief

Timely Response

2018-02-21

Richardson, TX

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: This is a continuation of my Petition against XXXX XXXX. Trustee for XXXX XXXX XXXX XXXX c/o Caliber Home Loans , Inc . Caliber Home Loans has harassed me since XX/XX/XXXX regarding the XXXX XXXX Mortgage which was disputed and closed. I have told Caliber Home Loans , Inc. that I never had a contract with them and that my XXXX XXXX was not transferred and/or assigned per regulations. In XX/XX/XXXX Federal Court found that all violated RESPA, FDCRA, TILA and settlement class received money and a do not contract with any of the above. However while this litigation was happening in Federal District Court in New Jersey, XXXX Caliber was harassing me to pay or set up a modification and I would not, stating I did not have a contract with them. Caliber, XXXX XXXX XXXX and XXXX are all intertwine and committed real estate fraud. THE CLASS ACTION SUIT FILED BY XXXX, XXXX AND XXXX XXXX ON BELHALF OF THEMSELVES AND THE CLASS MEMBERS AGAINST CALIBER HOME LOANS , INC. ; XXXX XXXX XXXX XXXX XXXX, AS TRUSTEE OF XXXX XXXX XXXX XXXX CAUSE NO. XXXX CAUSE NO. XXXX addresses all the issues of the violations that made any contact made to the class, which I am, should be reimbursed money or not liable for any property, loans or liens. The boldness of litigating in federal court and harassing me to modified when Caliber acknowledged all the violations. There were 5 causes of actions with sanctions attached to each. The foreclosure on my home is fraudulent and should be protected by the Homestead Protection Act since the suit to foreclose is a fraud.
Company Response: Closed with explanation

Timely Response

2018-02-21

Brooklyn, NY

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I am elderly person that is trying to keep his home, I have tried numerous times to submit a loan modification package, but my mortgage servicer Caliber Home Loans underwriter has made my process impossible. Hiding behind guidelines just to delay my loan modification review. I provided a fully package back on XX/XX/XXXX, then my servicer stated that they need 30 days to review, I was supposed to received an answer on XX/XX/XXXX, but instead the underwriter requested pay stubs for someone that has nothing to do with my mortgage since I provided a quit claim deed. But the underwriter never looked at this. By requesting this he or she was able to go on with the holidays. By the time they figured out that what he or she requested was not needed, 30 more days passed by and I was falling deeper in debts since they are adding all type of fees on top of my mortgage. I went to court again on XX/XX/XXXX and a day before my settlement conference, they underwriter stated that my pay stubs were fraudulent and requested more pay stubs. I went to court with my most recent pay stubs and provided them to the court. The bank attorney did not want to take the pay stubs, but instead to fax them or email them to Caliber Home Loans. I sent my pay stubs to Caliber Home Loans, they told me that it will take 5 to 7 days before these information shows up on their system. By the time they looked at my pay stubs, all my previous documents expired, now I have resubmit a whole new package and I am sinking in debt, now I owed {$61000.00} and requested help 3 months after I failed behind. I can not get a good faith review of my loan modification application and I am caught in this horrible vicious cycle. I am seeking your help, I can not lose my home, it is everything that I have. I beg for your help. Thank you
Company Response: Closed with explanation

Timely Response

2018-02-21

Rosenhayn, NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I contacted Caliber Home Loans for a modification as I was having difficulties paying my mortgage because of a hardship. I received a trial plan which was increased my payment {$230.00} per month. I contacted Caliber Home Loans on three separate occasions with no explanation. My latest call to Caliber was yesterday and the single point of contact informed me that I would have to talk to XXXX XXXX to find out the how Caliber came up with the increased payment. The single point of contact also told me that if I could not afford my home to surrender it. I want Caliber Home Loans to tell me how they came up with the increased amount and perhaps work with me to lower the payments. Also, I have not received an explanation from Caliber regarding the Obama Hardest Hit Funds they received back in 2016 upwards of XXXX. I was advised that XXXX went towards the principle and that would lower my payment however that was not the case.
Company Response: Closed with explanation

Timely Response

2018-02-20

Frankford, DE

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2018-02-18

MI

Trouble during payment process

Mortgage: VA mortgage

Complaint: Dear CFPB, Please find this complaint against Caliber Home Mortgage who appears to operate a scam with my escrow account. I received my XX/XX/XXXX mortgage statement and a Notice from Caliber Home Loan where they said that I have a " shortage '' on my account ; and this is related to tax escrow. My current mortgage payment is XXXX. Caliber informs me that my new payment beginning XXXX will be .. {$1000.00}, or about 40 % increase in payments, because I have a " shortage '' of {$1700.00}. Or I can pay the full amount of " shortage '' and get a new loan payment {$920.00}, or MORE than my original mortgage amount, while my property taxes were significantly reduced because this property is my primary residence ; and I am a veteran. Under Caliber 's servicing, it looks like taxes somehow doubled from the original - without any notices to me. All other payments such as property insurance remain the same. Caliber conduct looks like a scam, racket and a massive consumer fraud. It is a well-known practice when Servicers bill customers twice, once in escrow account, and second as " shortage '' - and pocket the difference which is in average {$2000.00} per accident. Moreover, it appears that Caliber probably did not pay my property taxes on time ; and it caused a lump sum increase to the entire tax account. When I signed for the mortgage, my escrow account was {$290.00}, and the previous owner 's taxes were about {$1300.00}, which the previous owners billed as their secondary residence. The same amount ( {$1300.00} ) stayed for at least last ten years and never increased. In XXXX I claimed this property as my primary residence and as a veteran, so my tax bill in XXXX was significantly reduced to {$370.00} ( summer ) and {$530.00} ( winter ), total {$900.00}. I did not received any Notices from the tax assessor that my taxes are going up ; or the status of my residence was changed. In XXXX XXXX my summer tax bill was {$500.00} ( the previous owners never had it so high ) ; and my XXXX winter bill was ... {$1500.00}!!!! Which is total {$2000.00} in property taxes in XXXX! or over 100 % increase - again, without any Notice to me neither from the assessor ; or from the Servicer, who of course must be aware if the property taxes are going up, so Servicers can accumulate funds to cover the difference. Caliber never sent me any Notices that my taxes are going to be increased by over 100 % in just a few months. It looks like Servicers operate a massive fraud with mortgage escrow funds ; double charge borrowers ; and intentionally push people under hardship to foreclose them. Caliber has a very bad reputation among the customers whom they scam in all possible ways all the time. I demand explanations from Caliber regarding this unexpected " shortage '' in my escrow account ; why they failed to inform me about changes in my taxes ( if here were any changes, which I doubt ) ; and how I can remove my escrow account and pay my taxes and insurance separately. Thank you in advance XXXX XXXX how banks defraud customers is below " bank or mortgage servicer tries to collect twice on the escrow funds once as part of the overall mortgage payment, and again as a separate escrow shortage charge. The average double charge is about {$2000.00}, said forensic accountant XXXX XXXX of Full Disclosure in Arkansas, who sees escrow issues in half the cases he examines.
Company Response: Closed with explanation

Timely Response

2018-02-16

VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I got a home loan in XX/XX/2007 with XXXX XXXX this company went bankrupt and my loan was sold to Caliber Home and at some point I applied for a loan Modification and was refused. well the loan was modified and the payment went from {$800.00} to {$460.00} and the loan was rewrote. and then Caliber sold my loan. I have been trying to get a copy of the signed loan modification. I had a fixed 9 % and now it has changed to a 12 %. This loan has been a Nightmare from the start. I have called every one I know to call. I have paid on this loan of {$70000.00} for 12 years and now owe XXXX the home is a 16 year old double wide and is not worth what the loan amount is and know one will redo or touch this loan because the loan is a mess I cant afford a attorney so I am trying to do the leg work on my own. Please help me to get the correct documents. the loan is now owned by XXXX XXXX , XXXX. when the loan was wrote they are some eras in the loan and I cant get anyone to talk to me.I have never missed a payment and XXXX is now collecting the payment.
Company Response: Closed with explanation

Timely Response

2018-02-16

Church Point, LA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-02-16

Warren, RI

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX, I sent a request for mortgage assistance to my mortgage servicer, Caliber Home Loans , Inc.. They received my request but told me that my request was incomplete and requested I send the more paystubs and bank statements. I promptly sent the requested documentation. A short time later I called Caliber and they informed me that my request was complete and I was being reviewed for a modification. Next, I received a Notice from Caliber 's attorney that they were foreclosing the mortgage and auctioning my house off. I repackaged my modification request and resubmitted everything to Caliber on or about XX/XX/XXXX. Caliber requested additional documentation in the form of bank statements and paystubs which I prompty sent to them. They acknowledged they had a complete package for loss mititgation review and postponed the forclosure scheduled for XX/XX/XXXX to XX/XX/XXXX. At the end of XX/XX/XXXX, I once again called toncheck on the status of my request and was told by Caliber that my request was not complete and that they were moving forward with the foreclosure in complete contradiction to what they had told me in XX/XX/XXXX when they agreed that my package was complete and postponed the foreclosure sale. I believe that Caliber Home Loans, Inc. does this type of " bait and swkitch '' tactic routinely to its mortgage servcing customers and they should be punished for this type of dispicable behavior. I am certain that my case is not an isolated incident and I hope that the Consumer Financial Protection Bureau will throroughly investigate my complaint so that Caliber will cease doing this to me and others affected similarly.
Company Response: Closed with explanation

Timely Response

2018-02-15

Caldwell, NC

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-02-15

Eustis, FL

Struggling to pay mortgage

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-02-14

Slidell, LA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-02-13

Kawaihae, HI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My property taxes decreased from approx. $ XXXX to approx. $ XXXX. I called XXXX customer service on XX/XX/XXXX to ask that my escrow account be re-calculated, my monthly payment refigured before my next payment due date of XX/XX/XXXX and any excess money in my escrow account refunded to me promptly. The agent advised me to submit a request via the message center on the XXXX website. I did this the same day - XX/XX/XXXX. Shortly after I received a text message ( see attached ) confirming my email message was received. As of today ( XX/XX/XXXX ) I had not received any other response. So, I called the customer service center again ( the escrow/tax department @ ( XXXX ) XXXX ). The agent I spoke to said they had NO RECORD of my email communication! He also stated they would review my escrow account in XX/XX/XXXX/XX/XX/XXXX. I am requesting my escrow account/property taxes be reviewed and adjusted immediately. The agent was unwilling to do that. I asked to speak to his supervisor and he stated there was no supervisor available. My new monthly pay will be approx. {$290.00} LESS than it currently is and I am also due a refund for excess money being held in escrow. I submitted my original request on XX/XX/XXXX and am asking my new payment be reconfigured before my XX/XX/XXXX payment due date and excess escrow funds be dispersed to me promptly. Thank you for your attention to this frustrating situation.
Company Response: Closed with explanation

Timely Response

2018-02-13

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response