Caliber Home Loans, Inc.

2017-05-23

Oxford, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have contact ed Caliber Home Lo ans multiple times regarding an incorrrect balance increase they reported to the credit bureau and an increase in my escrow account because of an error of their end for the amount they set my escrow account at and also then paying the e ntire 2016 propert y tax amount when I did n't close on the home until XXXX 2016. Ea ch time a representative assured me they will find the problem and contact me back. I was never contacted back so I started asking for a supervisor. A supervisor returns my call and assured me she would correct my problems and close my escrow account. I never heard back from her again. I started calling again. Exact same recourse. Another supervisor contacted me and the same spill. Never heard back from her again. My credit is still lower and they are charging me over {$150.00} a month extra each month and wo n't return my call or fix tne issues. I have documented emails from differ ent Caliber representati ves and there is a customer survey that should be on file of all problems and errors I experienced at closing prior to this new issue. All phones calls were recorded so every minute of this should be documente d. Caliber has spent my escrow account in error and now charging me more money, lowered my credit score for a n incorrect balance increase and will not return an email, or phone call. Each new person says enough to get off the phone then ignores me and does not do what they assure me they will do. One representative even disclosed they do n't even have my proper uodat d closing documents on file that they messed up multiple times at my closing when we tr aveled 3 h ours for closing to almost not be given the keys to our new home. My next step will be obtaining legal counsel if this is not resolved and I 'm mislead once more about this being handled.
Company Response: Closed with explanation

Timely Response

2017-05-22

Tallahassee, FL

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-05-19

Key Biscayne, FL

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was paid
Complaint: Collection Agency : Caliber Home Loan , Inc. After doing my research back in XX/XX/XXXX when the modification of my loan was approved, I had a 2nd mortgage with XXXX and it was settled with original lender of the 1st mortgage, right before XXXX filed for bankruptcy. I received a XXXX back in XX/XX/XXXX which I filed with my XX/XX/XXXX tax returned and I was under the impression that a Satisfaction of Mortgage will follow sometime at a later date. Being in the military, I was kept very busy XXXX four times without the time to follow up on this matter until now. I need your help in providing me with information on how to clear this up and settle this once in for all. I tried contact the collections agency several times and sent them an e-mail ( Caliber Home Loan, Inc. ). They have provided very little information and I am very frustrated on what I should do at this point to obtain a Satisfaction on Mortgage? Thank you in advance and I will appreciate your help in this matter. Lender : Caliber Home Loan, Inc. Borrower : XXXX XXXX Loan No. : XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-05-19

Greendale, MA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-05-19

Fort Worth, TX

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: To whom th is may concern, We would like to file a formal complaint in the origination of our loan process by Caliber Home Loan. When we ( husband an d I ) found a house and made an offer (XX/XX/XXXX ), we decided to go with the renovation loan since Caliber provides the products and there were not enough time to shop with other lender. We were told by the loan officer that the loan will appraise and hold its value. At the time we were thinking ~XXXX. The loan officer later told us that she estimated the value to be between XXXX XXXX. The purchase price was XXXX with renovation estimated XXXX + 10 % contingency fund and fees =~ XXXX We were not told that we need a HUD inspection so we hired an independent inspector to inspect the property onXX/XX/XXXX. We later received an email with the HUD consultant requesting for inspections. I contacted the realtor agent and she confirmed with the loan officer that we did not need an independent inspector. At this point we have paid for 2 inspections ( HUD XXXX on XX/XX/XXXX ) and Independent ( {$290.00} on XX/XX/XXXX ). XX/XX/XXXXwe received a disclosure from the Lender and signed the documents for the estimated closing cost ( {$17000.00} ). We were told its not the final but will need the signature to proceed the process. We signed and returned to the lender. The interest rate was not locked so we requested additional information. On XX/XX/XXXXwe received another disclosure with the interest rate locked and the estimate closing cost of {$18000.00} which have not yet subtracted our credit. Again, it was not final and were told we need to sign the document to proceed. This was before the actual appraisal amount came in. We were told to select construction bidding and the remodeling company so that Caliber can process an approval for the contractors. We did all that ( had remodel bidding done XX/XX/XXXX ) before the actual appraisal was completed. We received another disclosure on XX/XX/XXXX but it was an incorrect disclosure. We informed the lender since the disclosure letter hasXX/XX/XXXX date on it. On XX/XX/XXXX - same disclosure was sent. Again we communicated with the lender and was told to ignore the documents, and will have another disclosure. We were still being ensured that the appraisal will up hold the estimated value of the comps properties presented. OnXX/XX/XXXX- we received the invoice for the appraisal and paid the amount of {$500.00}. OnXX/XX/XXXX- My husband called the lender to ask if we should wait for the appraisal figures to come in before we have the contractor come to the property to measure the cabinets for the kitchen. He was told to go ahead, the appraisal will come in. After the conversation with the lender, we met with the contractor to proceeds as usual. So many times the lender ensured that the appraisal will up help the estimated value. It did not, yet the loan officer did not share the information. After not hearing back from the loan officer for a while, we called the lender to get information. She then sent my husband the actual appraisal documents but did not explain the documents. After talking to my husband, I called to request an update of our loan process and was told that the actual appraisal did not appraised to the amount estimated and that shes trying to present other comparable to the appraiser. On XX/XX/XXXX, via an email, the lender told us that she waiting for the appraiser for additional comps and appeal the appraisal. XX/XX/XXXX- The lender requested more information on proof of incomes to proceeds with closing. At this point, we are still waiting on the appraisal to come back with additional comps. We provided the information ( including 401K statement that was requested ). We mentioned to the lender we will not be using the 401K in this process. On XX/XX/XXXX-We were told, no problem and are on track for closing. On XX/XX/XXXX- We received an email from the lender that stated that we have been approved for the loan. Waiting on the review of the appraisal which would come the following week. We called to discuss the number as requested by the lender. OnXX/XX/XXXX, we contacted the lender telling them we have not received any emails regarding an approval. We were told that it is coming and still waiting on the appraisal. After the exchange of the email conversation, we mentioned our concern that the comps will not up hold because the house down the street has dropped XXXX from their list price. On XX/XX/XXXX afternoon, we received a disclosures with new and increased estimated closing cost for the loan ( {$21000.00} ). We signed. We were told that all of the credits had not been accounted for so it would be less. On XX/XX/XXXX- The lender informed us that the appraiser did not hold and it came under the estimated price and the increased of the closing cost was due to the appraisal amount coming under than estimate. I requested all of the documents of the loans from the lender up to date as of XX/XX/XXXX. When the lender send us the documents on XX/XX/XXXX, the comparable properties used to compare our purchase was almost 100K over our purchase price, they are newer, one of them was 1000 square foot larger and all have partial or full update. Im not an appraiser but by looking at the comps, I would have to agree with the appraiser. Our house was not updated at all, smaller and 15 years older than the comparable properties. Because it was already too late for us to back out of the loan as we have passed the date to withdraw. If we walkout on the loan, we will default in purchasing the home and will lose our deposit to the seller and the out of pockets fees we have already paid. In addition, we will have to pay the realtor agent the 3 % of the commission of the house sold price, which would have been collected from the seller after closing. The estimated lost would have been ( XXXX Earnest money + XXXX ( appraisal ) +XXXX ( HUD inspection ) +XXXX ( independent inspection ) + ~ XXXX for realtor commission ). In addition, we may be sued by the Seller for breach of contract to purchase. We went ahead with the loan process since we are in too deep at this point. We provided all documents to the lender to proceeds with closing and just want to complete the process at this point ( XX/XX/XXXX ). OnXX/XX/XXXX, we received a new disclosure with new estimated closing cost of {$16000.00} which now have included the estimated credits. We signed and returned to the lender. We addressed via phone conversation to the lender that it seems we are missing additional credit for our appraisal and inspection. We were informed my lender that it will be recalculate again and the closing cost will be estimate closer to 15K Our Closing is scheduled for Friday XX/XX/XXXX, as of XX/XX/XXXX, we have not received the disclosed documents for the closing amount. We emailed the lender and inform them that it is due on that day for our review per CFPB ( UDAAP ). Around XXXX XXXX XXXX, we received an email stating the file is stuck in the computer and IT is working on it. XXXX XXXX XXXX Loan officer called, told us that our closing cost has increased fromXX/XX/XXXX documents of estimated {$16000.00} to {$23000.00} and some change. This is 2 days before our closing date! We have not received additional disclosure. We requested an explanation but only got as far as the appraisal does not up hold. We told them they had the appraisal for at least 3 weeks. We tried to work with the seller to drop the price but seller can not agree, they had done every right. As a buyer I agree with the seller as well. On XX/XX/XXXX- We received a new disclosure from the lender with an increase estimate closing cost of {$65000.00}. We did not received a notification that this was sent in error. Regardless the outcome of the final closing amount, my husband and I are obligated by the buyer seller contract to purchase the house or risk being sued by the seller. I have documented all of the email and conversation regarding the process. If anyone need additional information on this process, I will be happy to provide. I hope my complaints will escalate to review and re-evaluate the loan origination process for future consumers using Caliber Home Loans as their lender. I 'm sadden to think how many more people have been deceived, misinformed, miscommunicated or misrepresented by this process. Thank you,
Company Response: Closed with monetary relief

Timely Response

2017-05-18

MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-05-18

Airmont, NY

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-05-18

Oxford, GA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I believe Caliber Home Loans an d its agent XXXX have acted in violation of the Right to Privacy Actor of 1974 in its a ttempt to access details about my retirement fund that they could potentially use in my recent loan modification application. In a letter sent to my retirement fund dated XX/XX/XXXX , Caliber Home Loans Qu ality Control Program/ XXXX stated that they were conducting a " random audit '' and requested that information about my retirement fund be verified. The timing of this audit is highly suspicious, as it coincides with my loan modification application that is currently in process and under review. The suspicious nature of their conduct is compounded by the obvious errors and omissions in the documents they sent to my retirement fund. Namely, the consent form Caliber/ XXXX attached to their request was dated XX/XX/XXXX , the date when I first purchased my home. In a letter to Caliber Home Loan s dated XX/XX/XXXX , my retirement fund denied their request and advised them that the authorization form was outdated, and they had not provided my social security number or retirement fund account number on their request. I believe that the above mentioned actions on the part of Caliber Home Loans and its agent XXXX were an illegal attempt to gain personal information protected under law and moreover, that their ac tions may b e an unlawful attempt to gain additional information about my finances that could be factored into their decision regarding my loan modification.
Company Response: Closed with explanation

Timely Response

2017-05-18

Jacksonville, FL

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt is not yours
Complaint: XXXX Transferred Ch. XXXX filing originally filed in XXXX XXXX from XXXX , Ga ( XXXX & XXXX ) to XXXX , Fl ( XXXX XXXX ) . [ The balance transferred was {$4.00}, 200 ] XXXX Received a notice that Mortgage transferred from XXXX XXXX XXXX t o Caliber Home Lo ans. XXXX Represented by the XXXX XXXX XXXX who REFUSED to pr ovide me with a creditor list and amounts. Was told that the bankruptcy process is too complex for me to understand and I must pay what they tell me ( withou t them providing me with a detailed summary ). XXXX Terminated my relationship XXXX XXXX ( approved by XXXX XXXX XXXX . XXXX Received detailed claim from the Trustee 's office. The detailed list reflects Caliber with a total claim of {$77000.0 0} ( {$60000.00}, {$12000.00}, {$4300.00} ). XXXX Requested support fro m Caliber ( XXXX XXXX XXXX XXXX ) since NO d ocuments were filed to support the {$77000.00} claim. XXXX Received a proof of claim in the form of a loan modification document with an as of date of XXXX / XXXX / XXXX , but, still NOTHING to support the {$77000.00} claim. XXXX Court hearing to review creditor claims, focus on this claim fo XXXX XXXX XXXX XXXX XXXX ( Caliber Home Loan ). No document on file to support the {$77000.00} claim. Ordered by XXXX XXXX to obtain support for the claim so that the {$77.00}, XXXX can either be paid or dismissed for this bankruptcy ( next court date XXXX XXXX , XXXX ).
Company Response: Closed with explanation

Timely Response

2017-05-17

South Florida, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have been attempting to obtain a loan modification with Caliber Home Loans for years. I have sent them several packages with my financial information per their request. Each package is either denied or rendered not complete for very small details which could be corrected if the servicer properly gave timely notice of said missing documents. Most recently a complete modification package was sent in XXXX 2017 . On XXXX XXXX , 2017, I co ntacted Caliber Home Loans to inquire as to the status of the modification package that had been sent. XXXX , the representative who I spoke to at that time advised me that they needed updated pay stubs, bank statements, and a XXXX form in order to finish the review for my loan modification. When I advised XXXX that I could provide him with that information immediately, he told me not to bother sending it in because the foreclosure sale was set for less th an thirty-seven days from that date. ( Foreclosure sale was set for XXXX XXXX , 2017 ). He went on to say that Caliber would not look at any of the updated information we sent and that the loan modification would be automatically denied because we were less th an thirty-seven d ays away. In other words, they refused to do anything at this point. As a result of this information, I immediately set an emergency hearing to reset the foreclosure sale. Said motion to reset sale was granted and the new sale is XXXX XXXX , 2017. I was extremely shocked by the way Caliber has handled this. If I had not called them, they would have not notified me of the need for updated documents. Additionally, refusing to consider me for a modification because we were out less t han thirty-seven days prior to the sale is not only unethical and against standard practice, but also against the final judgment in this foreclosure case. Among the stipulations in the final judgment of foreclosure in this matter is that I be considered for a modification while I am the title owner of the home. I have been extremely prejudiced by Calibers handling of this not only for past conduct but also because I had to resort to setting a hearing court to have my foreclosure sale date reset. Generally courts are very discretionary on granting these motions, yet I was forced to request a reset of the sale before it was timely only so Caliber would finish processing my loan modification paperwork. I am not asking for much, just simply that Caliber provide me with a trial payment plan so I can be given the opportunity to make mortgage payments and save my family home.
Company Response: Closed with explanation

Timely Response

2017-05-16

Oregon City, OR

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-05-16

CT

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: This is the third complaint in a series regarding this mortgage. This process began in XXXX . Each time that I file a complain t, Caliber Home Lo ans resolves or partially resolves a portion of the complaint, but does not address the entire issue. This specific portion of the complaint regards the re-finance of my mortgage in XXXX XXXX XXXX . I have re-stated this complaint to the company before filing this third complaint and they have not responded.The principal balance of my refinanced mortgage # XXXX has never been correct. Please address this issu e : 1. The record will reflect that I have never missed a payment nor have I ever made a late payment with Caliber Home Loans, or any other mortgage company. My original loan XXXX # XXXX ) was sold to Caliber from the previous company. 2. The record will reflect that a refinance of this loan was necessary due to multiple errors that occurred over a period of over two years on my escrow account. These errors resulted in extreme hassle, time and frustration on my part, along with liens placed on my property. The record reflects that Caliber Home Loan s eventually agreed to a no cost refinance of the loan, without an escrow account as a resolution. This was necessary because XXXX aliber could n ot make the payment properly to the city of XXXX . Caliber Home Loans agreed to this as a resolution only after I filed a complaint with CFPB. 3. The record will reflect that Caliber Home Loans cancelled the refinance at the last minute on several occasions when it became clear that there were errors and charges on the new loan. The refinance process took close to a year and again resulted in extreme hassle and frustration. The record reflects that eventually I hired an attorney to facilitate this process. 4. The reco rd will reflect that the closing eventually was scheduled at XXXX XXXX at my home in XXXX XXXX XXXX . I had only a few hours to review the documentation and I again found multiple errors on the documents. These errors included excessive prepayments ( over and above usual and customary ) and an incorrect principal balance. However, I was explicitly told that if I did not sign the closing documents, I could not be guaranteed the interest rate on the loan. There was no one at all available from Caliber who k new anything about the history of this loan. After consulting with my attorney, we decided that it was best to sign the documents and resolve the inaccuracies after the closing. The refinanced loan is # XXXX . 5. Eventually, the excessive prepayments were refunded to me, after a second complaint with C FPB. However, the incorrect principal balance has never been explained or refunded, despite another complaint with the CFPB. During the last complaint , Caliber did agree to refund {$4 3.00} in charges as a " courtesy '', even though this refinance was guaranteed to happen at no cost to me. 6. The principal bal ance of this loan on the date of closing was {$370000.00}. This amount has never been correct. The past payments statement from XX/XX/XXXX clearly indicates that BEFORE my final payment on the prior loan ( # XXXX ), the principal balance was {$370000.00}. The principal balance of the new loan should be less than that amount, since this was the balance BEFORE I made the last payment. I completely paid that balance, the interest and the escrow account. 7. Please contact me with your resolution of this issue as soon as possible. Please refund the amounts owed to me plus attorney fees of {$870.00}. Please note that I have spent in excessive of 75 docum ented hours in attempts to resolve the multiple errors on this loan and the previous loan, not to mention the serious stress and negative impact on my health. Thank you in advance for a final resolution of this issue. XXXX XXXX
Company Response: Closed with monetary relief

Timely Response

2017-05-15

Phoenix, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: For years, I have submitted my payments electronically. I am a retired XXXX with a XXXX XXXX . I use the grace period always since our mortgage is my largest monthly bill. When I have the funds available I submit my payment through the payment portal electronically. This usually falls near the end of the grace period per Regulation Z and I always keep excellent records of the submission dates, etc. regardless of what the vendors information says, I keep my own records. And for years, when the payment falls over a weekend or heaven forbid a holiday as well, I have to fight with the mortgage company to get them to reverse the system generated late fees because their systems are set to use their POSTING date as the submission date which is a flagrant violation of the grace period rules of Regulation Z. This is all well documented but I suspect the companies I have dealt with over the years do this little shuffle with intent. It amounts to another source of revenue and a numbers game for them. Not all consumers are going to understand the Regulation Z law and not all will have the knowledge to challenge their late fee char ges. I do. That is why I am asking for some assistance. I have filed a RESPA letter with Caliber Home Loans. Right now, they are scrambling to fix their errors but I know this is only because I have caught them at this activity with solid proof. What happens to those who do not have the knowledge or the understanding to stop this activity? The lenders I have had to challenge over the years are XXXX XXXX XXXX , XXXX , and now Caliber Home Loans. It appears this may be an industry wide problem and I am ti red of dancing with them. As a XXXX , I know they can have this date of submission in the logic loop to see if the grace period is in play. Yet, they do not do this and I have clearly pointed this FLAW out to every lender I had this problem with. I truly think it is time to make this an issue with the industry. Their systems can and should be compliant with Regulation Z in all ways. They are not and their programming is therefore supporting a type of fraud these vendors have been perpetrating for decades. Can you do anything about this or must I hunt further fo r some assistance here for myself as well as other consumers who have been illegally charged late fees when their submission date fell within the grace period? As a retired XXXX and a XXXX , I can not understand why the systems are not properly tested by the regulators to assure this sort of fraud can not occur and I am truly wondering what if anything will happen to the lenders who are playing this game. I trust someone from this agency will be interested in this brand of consumer fraud or at least direct me to someone who might be interested in schooling this industry on the compliance laws of the regulations particularly those of Regulation Z and the grace period.
Company Response: Closed with explanation

Timely Response

2017-05-15

NY

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: X/X/2016 Requested and received a payoff letter on our mortgage to sell our home XXXX {$170000.00} payoff amount XXXX XXXX offer on our house and signed a lease on new home Packed up and moved out X/XX/2016 After accepting offer and signing a lease on our new residence ; Mortgage Company went a new payoff letter ( {$200000.00} payoff amount ). We contacted Mortgage Company and they requested that we ask the buyer for more money. Buyer did not qualify for increased amount. We asked the bank to consider the fact that we accepted the offer on their mistake and asked for forgiveness. The Mortgage Company did not respond and on XX/XX/2016 we lost the sale. We were paying on our lease x 3 months at this point. on XXXX Mortgage Company sent us yet another payoff letter for {$170000.00}. We found another buyer and sold the home and paid off the mortgage. Mortgage company financially stifiled us for 4 months and then after the sale was completed ; listed us on Credit report as 6 months in arrears and Bankrupt. Attempted to dispute and they sent a letter stating that they were correct.
Company Response: Closed with explanation

Timely Response

2017-05-13

Burbank, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I took a loan out with XXXX XXXX back in XXXX that was modified by the Federal Government. Then these recent group of companies hiding behind XXXX XXXX are attempting to say I owe them money when this loan was paid off long ago and they know it. As a matter of fact XXXX XXXX has recently been fined $ XXXX by the OCC and I wonder if you can forward this complaint to them as well. The acting agent of XXXX XXXX is Caliber Home Loans. I attach a copy of the complaint and they have been posting my payments to Unapplied F unds and Escrow and not to Principal as agreed. In fact I had {$13000.00} in Escrow back in XXXX which were never applied to Principal.Thank you so much for your help. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-05-09

Bellaire, TX

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Complaint: This Finance Company sold my mortgage to XXXX XXXX and also is reporting public credit report XXXX that I still owe a mortgage loan. My account ins blocked in their website
Company Response: Closed with explanation

Timely Response

2017-05-08

NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have been making regular payments on my mortgage serviced by Caliber Home Loans. Back in XX/XX/XXXX the escrow was ajusted of which I have no record of receiving and I am in a Winter home at that time so the mail was an issue. However once I was aware I made every effort to correct and with each payment that was not the full amount of the payment they conviently placed in a suspense account and began posting late fees etc, I have since been in contact with them in both XX/XX/XXXX and again in XX/XX/XXXX with the same response " your payment was late '' not once was the payment late. They have reported to credit agencies that the payment was late. I sent in additional payments to correct and am still told I have not made my payment. I call d again on Friday XX/XX/XXXX with no satisfaction, I then asked to speak with a supervisor and was told it may take 24 to 36 hours and I was fine with that. On Monday I recieved a message on my phone from XXXX and I calle d back to a machine so I left a message to please call between XXXX and XXXX so I could have everything in front of me. I received no call back. It is now XXXX no call. I believe what they are doing with these payments is illegal. They are forcing late fees to hit.
Company Response: Closed with explanation

Timely Response

2017-05-08

Balch Springs, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-05-08

NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: When I took out my mortgage in XXXX , the promised a low interest rate and affordable monthly payment, as advertised. However, the interest rate and the monthly payments did not take place as promise by the bank. XXXX XXXX started a foreclosure against me even though I though I took out a loan with XXXX XXXX XXXX . My case is not an unusual one. I am one of the hundreds of thousands who were victims of the housing bubble.
Company Response: Closed with explanation

Timely Response

2017-05-08

Balch Springs, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-05-05

Martinsburg, WV

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-05-05

Chestnut Rdg, NY

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-05-04

Federal Way, WA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Hello CFPB, I keep having major management issues wit h Caliber Mortgage. This time last year Caliber sent multiple letters telling me that if I did not provide my personal coverage proof of insurance that Caliber would take out insurance on my behalf and charge me for it. I had called and gone many rounds with Caliber and they could n't get into their heads that the HOA has full coverage insurance that covers the rebuilding of my townhome full to what the builder delivered it as. They had proof of that insurance and that binder was still good, but they wanted in addition to that coverage they wanted my own personal property coverage, which the CFPB indicat ed last year was not legally for them to demand of me as long as they have proof of building coverage that suffices the replacement of the home. This year I get the same nasty letter stating that if I do n't show proof of insurance that they will again get coverage for me and charge me for it. When I spoke with XXXX a supervisor ( after being hung up multiple times because no one can seem to operate a phone, transfer a call and load knows me the customer is not supposed to request a supervisor EVER!!! ) . XXXX told me the only coverage they had on file was my personal policy with XXXX and that they did not even show the HOA policy that I gave at closing and then again during last year 's same ordeal. Caliber can go directly to the HOA and get proof of coverage at any time without my involvement at all ; but their notes never even showed the HOA coverage, the HOA name and contact information or the instructions that I sent to them last year showing ho w they can always validate coverage. XXXX tried to reach out to the HOA this year and could not because he was not following their process. So I received the information and I could n't email it to Caliber. I uploaded the proof of insurance and the instructions for them to get this information directly from the HOA any day, any month without having to go through me. They do n't show that I 've uploaded and they are still demanding my personal property coverage when I 've stated the HOA policy numerous times. I truly do n't think anyone at Caliber had a head, a mind and can think outside of what they want. They can not keep demanding proof of my personal property coverage - and I refuse to give it to them given that the policy they truly need is the HOA insurance binder. I do n't w ant them knowing what I have covered and what I have in my house because they are such idiots that for all I know they will have someone go steal my possessions because they know what is in the house. This is such a bad company that has no idea how to treat customers, much less what should or should not be said and done to the customers. I truly wish they would just sell my loan and when I feel it is appropriate I will refinance this home into a decent mortgage company that understands even a fraction of these things. I want the CFPB to forc e Caliber into act ually complying with laws, not asking/demanding insurance policies and binders they do n't need and forcing them to actually document properly what insurance they do need, where it is and how they can keep an updated binder without having to send nasty letters to me their custome r! Thank you - XXXX
Company Response: Closed with explanation

Timely Response

2017-05-04

Chula Vista, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-05-04

Bayway, NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My mortgage is in default. The last payment I made was XXXX XXXX . I was unemployed from XXXX XXXX through XXXX XXXX . While unemployed I tried to apply for an unemployment/underemployed forbearance under Makin g Homes Affordable. My mortgage company would not take the application because I had no income. When I got a job in XXXX I applied for a modification although my income was only about {$38000.00} per year. I was turned down again. I have since returned to work in XXXX and back to making a regular salary. I reapplied for the modification and was approved on XXXX XXXX , XXXX . I was told that all foreclosure proceeding where on hold. I called the company twice. First to ask them for the 40 years loan product to allow me to catch up on all of my financial issues not just the mortgage. I was told once before that this was a product they offered but I had to apply for a modification. When I received the offer on the modification and asked for the 40 year product, I was told they do n't have that. I would have to accept the modification, go through the trial and then ask about a 40 year product. I called back the second time to let them know that I would accept the modification. I signed the papers and returned them to accept the modification. Today, I get home and the Sheriff 's Sale Notice Foreclosure was posted on my door. My home is up for sale by Virtue of a Writ of Execution issued out of the XXXX XXXX XXXX XXXX XXXX I called my mortgage company for them to help me understand what was happening because the foreclosure proceedings were supposed to stop once they received a complete loan modification application. The representative spoke with management and came back to tell me that this was in case I defaulted on the offer. She said though there was an agreement, my first payment was not due until XXXX XXXX and that they have not received any money from me yet and they needed to have this set up in case I defaulted. I went back and forth with the agent letting her know that they were dual tracking my account and that it was against the law. I let her know that the sale date for my home was scheduled before my first trial payment. She said they would push the sale date back but they were keeping the sale date for their protection. I let her know again it was against the law and she said it was n't and we were at a stand still.
Company Response: Closed with explanation

Timely Response