Caliber Home Loans, Inc.

2016-08-10

Warwick, NY

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-10

Azwell, WA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-08

Bisti, NM

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-08

Federal Way, WA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I was sent a letter on Saturday that states that I do not have sufficient insurance on my property and that Caliber Mortgage was obtaining insurance on my behalf. They sent this letter after they increased my monthly mortgage without asking prior questions and without notifying me of any issues. I called in today and Caliber Mortgage refused to escalate the call today stating that no one above a supervisor is available and no one will in management will return my calls. XXXX # XXXX refused all escalation requests to anyone above her. She did not have a copy of the letter but kept telling me that XXXX did not get additional insurance on my behalf ; but that is exactly what the letter in front of me says. She did not know that my insurance is covered by the HOA and told me I have to send them all of my HOA documents to prove that. When I stated that they have all of the HOA documents as part of the closing documents and process, she could n't answer as to why they did not know that the insurance was included in the HOA dues. She was obviously being coached because she covered the receiver of the phone and I could hear someone whispering behind her and then she told me ... Your HOA has not updated us with your insurance and they were simply sending me a letter requesting help to get new insurance copies. That is not what the letter states at all. They do n't request any documentation from me within the letter ; it is just telling me that they have taken action by securing insurance because I did not have any. This is continued examples of Caliber 's constant mis-managing of my account and I 'm sure many others. This and the many other problems I 've had with Caliber show they are incapable of managing mine or any other mortgage. All Caliber needs to do is to email or send a letter to the HOA and a copy of that letter to me requesting an updated Insurance Binder for my town home and one would have already been provided by the HOA management company. The fact that Caliber did not know that my HOA covers my insurance was telling and the fact that Caliber did not reach out to the HOA for it is because they did not identify on the account that the insurance was covered by the HOA. I expect all charges to be reversed and my mortgage amount lowered. I want my loan sold to any other lender would be better than Caliber. XXXX XXXX XXXX
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-08

Bremen, GA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Please allow this letter to serve as a formal complaint regarding Caliber Home Loans, and specifically regarding loan account number XXXX for XXXX XXXX and XXXX XXXX XXXX at XXXX XXXX XXXX, XXXX, GA XXXX. As you can see on the attached excel spreadsheet, there are many discrepancies with the amount of money that they state we have owed, have been behind on, as well as payments they have not received/recorded. When we filed bankruptcy in XXXX, after the market crashed, we had to be current on our account in order to keep our home. However, shortly after that, we were served papers that we were behind, although we had receipts of our payments. We paid the difference in order to keep our home from going to foreclosure. In XXXX XXXX, we received a letter that we were behind on payments again. Once again, we sent receipts for all of XXXX payments. We ended up paying {$10000.00} at once to keep our home from being foreclosed. For a few months, we spoke to many different representatives, and were given many different amounts that were due to make our account current. However, once again I have receipts backing each of our payments made in XXXX. We made a payment each month. But, in XXXX of XXXX they sent a check back and did not accept it, stating that we were behind. After sending my receipts, they still proceeded with foreclosure, forcing us to pay the {$10000.00}. Prior to us making a payment of {$10000.00}, we were told that we owed, {$17000.00}, {$8600.00}, {$8500.00}, {$8100.00} depending on whom we talked to as well as different letters or statements we received in the mail within days from each other. We were told we were missing payments for XXXX, XXXX, XXXX and XXXX of XXXX, but when I showed the receipts for these, they could not tell us what we months or payments were behind or short on. I have correspondence from them in writing as well, with many different discrepancies. Then, yet again, we get another letter from Caliber Home loans and had to pay another fee of {$1900.00} although I made each monthly XXXX payment in full and on time. They can not explain this discrepancy either. They originally said we owed over {$5000.00} to make the account current. They say we are behind on our escrow because of tax increases, and that our payment is changing to make up for the short escrow of {$1100.00}. After investigating this, our XXXX taxes due were {$2000.00}, and our XXXX taxes were {$2000.00} for XXXX, so not much of an increase to justify adding almost {$100.00} per month to our escrow. Our house insurance did not increase either. In addition, according to all of my paperwork, my loan should mature XXXX after a 30 year term. According to their records, it will mature XXXX. Yet, the records they sent me in writing shows that my loan matures in XXXX. My husband and I have tried on numerous occasions to communicate with them via telephone, by writing letters, sending in proof of payments, etc., and I can not get them to explain the discrepancies. They ca n't give us the answers, and just flood us with paperwork. When they respond to my letters and requests, it is statements, letters or paper work that still shows discrepancies. I would like for someone to look at the paperwork that I have, and ask Caliber Home Loans to prove the discrepancies, especially the {$10000.00} they charged us, as well as recently the {$1900.00} they charged again. I would appreciate any feedback you can provide, and any advise too. I can be reached on my cell phone at XXXX or my husband can be reached at XXXX. I thank you in advance for looking into this for us. Warm Regards, XXXX XXXX XXXX XXXXXXXXXXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-06

Federal Way, WA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Caliber Mortgage constantly mismanages my loan. I received an increase in my monthly mortgage amount with no prior notice. I received a letter in the mail today telling me that my insurance ran out and since I have not secured proper insurance they have secured insurance on my behalf and are charging it to me. I purchased a townhouse where the insurance is covered by the HOA payment. I am current with my HOA payments and therefore have proper coverage for my townhome. Caliber seems to have a difficult time managing anything about this loan. During the lending process they were supposed to collect enough within the escrow to pay both HOA accounts on this property. Upon closing and because they kept changing the closing documents due to mathematical errors, they took out the escrow for the XXXX HOA 's and only took out enough for the taxes. They did not notify me of this and I found out two months after the HOA 's were not paid as they were supposed to be. I also found out that instead of paying at closing both HOA 's Caliber only paid XXXX until I threw a fit at their mismanagement of the account at which time they paid the missing HOA dues. The insurance situation is just another where Caliber obviously can not manage an account properly and I want my loan sold to another mortgage company that can manage it properly. I expect and demand that Caliber Mortgage refund the increase in monthly payment and all charges they assessed to me based on their false accounting of lack of insurance. They had all documents proving that the HOA covered the insurance in a more than sufficient manner to the point that at closing I did not have to show them my own policy for personal possessions. Because the closing did not require this coverage and the HOA continues to cover me ; this mistake needs to be reversed and cleared up completely. Caliber just needs to sell my loan and get me XXXX away from them!
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-05

Rockford, MI

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-05

Seneca, SC

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: We would like to file a complaint with the Consumer Financial Protection Bureau and or the Federal Trade Commission concerning the inability to resolve a recurring issue with Caliber Home Loans. This is the second time in two years we have had to contact the CFPB/FTC concerning Caliber 's refusal to stop sending out statements, and now solicitations, via USPS, in which our personal information pertaining to our mortgage data including balance, name, address and interest rate is printed as well as the last few digits of our account number. We have explained to Caliber countless times that our mail service is not reliable and continuing to send this information leaves us vulnerable to potential identity theft should our mail end up in the wrong hands. We have requested instead that they send us correspondence via email. These requests were made multiple times every month for over a year including countless phone calls, faxes, emails and letters ; ALL of which Caliber denied receiving. Furthermore, only after the FTC became involved and asked for Caliber 's written response did Caliber finally stop sending monthly statements and agreed to start sending emails. Although the hard copy statements did stop we have NEVER to date received an email statement from Caliber. Several months ago Caliber started to barrage us with letters soliciting us and no doubt other customers to refinance their existing mortgage. In these letters under the headline : Let 's Get Personal ... Caliber states our mortgage balance, our interest rate, my husband 's full name, address and the last XXXX digits of our account number once again our requests to have Caliber stop this reckless behavior has fallen on deaf ears. Additionally, as our prior experience has taught us ; Caliber only has XXXX phone number available for customers to call. Each and every time we have called this number the result is always the same. Repeatedly, we are put on hold and then told that a supervisor is not available. Promises to return calls are never fulfilled and the insanity continues. We are hoping that the CFPB or the FTC will require Caliber to provide a more transparent access to management in all areas of the company including published phone numbers, names and titles of individuals within their company in an effort to provide their out of state customers with real help rather than a generic phone number manned by individuals that according to our experience have neither knowledge or the ability to handle customer issues. Additionally, we would ask that the CFPB or the FTC investigate Caliber 's refusal to comply with our countless requests to cease and desist sending out any correspondence via USPS that contains our personal information and that Caliber stop the harassing practice of solicitation. Thank you,
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-05

Scottsdale, AZ

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: Our current mortgage servicer is Caliber Home Loans. Their attorney notified us in a letter dated XX/XX/XXXX16 of a sale date of XX/XX/XXXX16. We are asking to have the XXXX XXXX date set aside until our loan modification application currently under review with Caliber 's Mitigation department XXXX, OK, has reached a conclusion. Caliber 's SPOC requested additional documentation as of XX/XX/XXXX16. It appears that my wife and I are victims of duel tracking. ( Please see the uploaded document entitled " complaint '' for further details )
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-04

Frisco, TX

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-04

Frisco, TX

False statements or representation

Debt collection: Mortgage

Attempted to collect wrong amount
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-04

Kansas City, MO

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-04

Union City, CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-03

Rochester, WA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-03

Jamaica, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: The enclosed Assignment of Mortgage filed in the XXXX of the City of XXXX on XXXX XXXX, XXXX, was manufactured in order to pursue an illegal foreclose action. On XXXX XXXX, XXXX XXXX was [ XXXX ] ot licensed or registered to operate in the State of New York according to the XXXX ( XXXX ) whom can be reached for this verification at ( XXXX ) XXXX ( Monday through Friday, XXXX to XXXX ). XXXX and XXXX did [ XXXX ] ot exist on XXXX XXXX, XXXX and XXXX XXXX was [ XXXX ] ot an employee ( Assistant Secretary ) of Mortgage Electronic Registrations Systems, Inc ( MERS ) on that date. MERS is a shell corporation with no employees. XXXX XXXX was also showing to be an employee ( Assistant Vice President ) of XXXX XXXX XXXX on the same exact date of XXXX XXXX, XXXX. XXXX Mortgage, XXXX publicly went out of business as per its Chapter XXXX liquidation filing under its bankruptcy. XXXX also went out of business in the year XXXX. Additionally, XXXX XXXX also signed the enclosed Assignment of Mortgage as an ( Assistant Secretary ) for XXXX on XXXX XXXX, XXXX. XXXX publicly went out of business in the year XXXX.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-03

NY

Loan modification,collection,foreclosure

Mortgage: Home equity loan or line of credit

Complaint: Caliber Home Loans states that they have provided us with a modification. I have not been provided a loan modification on my loan or property. Caliber has denied my claim and has continued to deny and drag our case.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-02

Garrett Park, MD

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-02

Dover, DE

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-08-01

Gloucester City, NJ

Credit decision / Underwriting

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-01

Waupun, WI

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-01

Arco, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I am currently behind in my mortgage payments with Caliber Home Loans and need help. I have provided all documents they requested to be considered for a loan modification and they are telling me I am in review. They also said I have a foreclosure sale scheduled on XX/XX/2016 and there is no way to tell if it will be postponed. I am reaching out for any assistance you can provide in getting the sale date postponed. Your assistance is greatly appreciated, thank you.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-01

Miami, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-30

Tarzana, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: Here is basically what I have sent to the Attorneys for XXXX XXXX XXXX and Caliber : I would like to propose a settlement solution for both XXXX XXXX XXXX and Caliber. I sent a timeline and XXXX exhibits ( I have uploaded ) to show you what occurred for these two and a half years when my husband and I were trying to modify our loan. My attorneys did not use this information ( which I was very angry about when I found out ) in the case, and, I believe proves the dual tracking and violates the Homeowners Rights law. If you had a chance to look at the timeline along with the letters and documents ( uploaded ), I think you will agree that there was total confusion when XXXX XXXX XXXX sold the service rights to Caliber during our modification process. All along I believed we were going to get that modification because our income was XXXX higher than when we first got the loan in XX/XX/XXXX, and we had excellent credit. It was just a matter of persistence. You can see by my timeline that Caliber was trying to foreclose before they were officially recorded with the XXXX County clerks office on XXXX XXXX, XXXX ( see timeline and exhibit ). However, we were told that Caliber was the servicer as of XXXX XXXX, XXXX ( see timeline and exhibit ). After I was told that we had to start the application process all over again with Caliber, I immediately turned in a XXXX page application with documents and another XXXX documents sent on XXXX XXXX, XXXX ( see timeline and exhibit ). When I tried to speak with someone at Caliber about the application I was told that there was little information at the moment because they were in the process of XXXX XXXX XXXX turning over all the loan information to Caliber and to call back later. It was total confusion! This was only one month after the service rights were transferred ( but was not recorded until XXXX XXXX, XXXX ). We had no time before the sale date to even appeal. We were denied on XXXX/XXXX/XXXX ( see timeline and exhibit ) three days before the trustee sale. It should have been 30 days later according to the law. I am XXXX years old and in the process of my divorce. My husband walked away leaving this foreclosure issue all to me and washed his hands of it. We are going to trial on XXXX XXXX, XXXX and will be divorced. The reason I filed for bankruptcy is to stop the foreclosure process and I legitimately want to restructure my debt and pay back my creditors. I have received a short sale offer with an approval that I would like to see close, but the foreclosure is on XXXX XXXX, XXXX and we need to know its stopped. I also have a back-up offer as well. Please stop this sale we can close this sale. Please read the uploads regarding the timelines and exhibits regarding the Lenders violations. Sincerely, XXXX XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-29

Deerfield Bch, FL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-27

Lb, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: CALIBER COMPLAINT The way We make our mortgage payment monthly is by online banking. We log in into Our account at Caliber We transfer money from our bank to Caliber by using Caliber 's website. It shows as posted/draft on the date we make the payment and we receive " one Time Payment Received '' email on that date. 48 hours later/2 days I receive a 2nd email as a 'Confirmation of payment ''. Since XXXX, 2016 this has not happened. Back in XXXX, 2016 after we made our mortgage payment ( posted /draft payment ) we received the 1st email " one Time Payment Received '' as usual but 48 hours later, we notice we did not receive our confirmation payment email ( Email # 2 ). We emailed caliber asking for my confirmation email and we asked if they changed their protocol. ( since we have not received any letter stating the changes ) They answer that they have not changed their procedures/protocols, also, that we should check our spam/block list & to consider their response as the confirmation for mortgage payment. We did, there was nothing in our spam folder, our block list did not have Caliber blocked & we made sure to have their information in our address book. The following month the same situation happened. We did not receive our confirmation payment email ( Email # 2 ). I emailed again and they responded exactly the same thing. ( to check on my end and to consider their response as our confirmation ) On Month # 3 the same situation happened. Since emailing this company does not fix the problem, puts the problem on me & maintains poor communication We decided to call their XXXX number. We explained to customer service person what has been happening, and he gave us the same " solution '' check your spam folder, check your block list and, He said he can not give me a confirmation over the phone, offered to switch my email notifications into Mail notifications. He said they are working on the problem and did not have any idea of when we would get a confirmation email. We told him this problem has been since XX/XX/XXXX & we needed our confirmation email. He was not able to give us any kind of confirmation for our payment, he could n't give us a time line on when this was going to be resolved ( again, this problem has been happening for 3 months ) then he put us on hold saying that he would get us a supervisor ( who I did not ask for ) We spent 1 hour of our time over the phone with customer service and we had to email again in order to get a confirmation email. Caliber has a very poor customer service by email or by phone. Communication is key. Our Mortgage payment is the most important payment we do and we have always taken that very seriously. The email customer service at caliber ignored our situation, they did not look into the problem from their end twice. The personnel on the phone did not help neither while it seems he was able to look into the problem his inability to give me a confirmation just makes their service insufficient/deficient/limited. By email they ignore your petitions/problems and by phone they can not give you confirmation. Really bad customer service
Company Response: Closed with explanation

Disputed: Yes Timely Response