Caliber Home Loans, Inc.

2016-06-14

NC

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-14

Beallwood, GA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-14

Oak Grove, MO

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-14

NY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: Borrower received a permanent modification offer. It was received via email on XXXX/XXXX/2016 from the bank 's attorney, XXXX XXXX XXXX at XXXX, XXXX, XXXX XXXX. The borrower came in on XXXX/XXXX/2016 to sign and notarize the documents. On that day, I, XXXX, contacted both Caliber Home Loans, and the attorney 's office in an attempt to collect the label that, in the documents, was supposed to be attached. In my conversation with XXXX, I was given the address to MAIL the documents to, and was assured that it would be " okay '' if the documents got there late. The attorney did not respond to me until XXXX/XXXX/2016, XXXX week later. She attached the mailing label in that email, but, per my discussion with Caliber on XXXX/XXXX/2016, I sent the documents via USPS. The borrower called to make XX/XX/XXXX payment and was told that the case was " closed '' and that the borrower needed to reapply for a modification, as the documents were received after the due date. The documents were not received by Caliber until XXXX/XXXX/2016, and they were due XXXX/XXXX/2016, the date that the lawyer 's office sent the label. Please see attached. I escalated the case on XXXX/XXXX/2016 through Caliber, and was informed today, XXXX/XXXX/2016, that they stick to their decision to close the case and the borrower needs to reapply.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-14

Three Bridges, NJ

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: My home is scheduled for sherrifs sale XXXX XXXX, XXXX. I have been asking every since I got the " according to our records '' letter from Caliber home loans for some sort of proof that they own the loan. I have most recently asked for a copy of the note and have not, as of yet, received it. When I have asked ( and I have asked multiple times ) why it is not yet registered with land records that Caliber now owns the loan, I was told it was submitted on XXXX XXXX, XXXX and is pending. Not only until I questioned this and contacted land records myself, so I get the response from them, oops, sorry, that was wrong. I have downloaded, from the sherrifs sale site that XXXX owns the the loan. It was submitted XXXX XXXX, XXXX and filed XXXX XXXX, XXXX. How can Caliber sell my home if they are NOT the owner of the loan?
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-14

Plattekill, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Caliber continues to deny the assistance requested with our account and to compensate us for our time and the lack of customer service and the ongoing damage it has done to us. The following are the issues that have not been resolved : On XXXX XXXX, XXXX XXXX erroneously sold our home mortgage to the XXXX by labeling our account as in default, and/or a distressed loan in trouble. Not only were we not behind in payments we were ahead. As soon as Caliber began servicing our loan we contacted them to let them know that false information had been provided on our account by XXXX. When Caliber informed us in XXXX XXXX that we were behind in payments we called the customer service number and let them know this was not true and we lodged a formal complaint. They indicated at that time that XXXX records were a mess and it would take time to sort things out. We repeatedly called Caliber 's customer support number in XXXX, XXXX, XXXX, XXXX and XXXX. Question 1 : Can you provide a transcript of the phone calls made between XXXX XXXX and XXXX XXXX? Question 2 : If the loan was purchased as a loan in default why was n't an SPOC assigned in XXXX XXXX? On XXXX XXXX, XXXX after speaking with Caliber 's customer service agent XXXX ( # XXXX ) we faxed a written letter of complaint and supporting documentation to Caliber. We are attaching the fax cover sheet showing that it was received and the letter. Question 3 : Why was there no response to this written letter of complaint? Question 4 : Can you provide documentation of the phone conversation with XXXX and the letter of complaint? Question 5 : Why was n't an SPOC assigned at this time? Question 6 : Why was n't a response to our complaint formulated at this time? We called Caliber 's customer service department again in XXXX and spoke with a XXXX. He told us that there appeared to be a problem with the XXXX XXXX payment to XXXX " going away '' and he was going to look into it. He did not and never got back to us. We then made a complaint with the NYS Attorney General 's Office, CFPB and NYS Financial Department. An SPOC ( XXXX XXXX ) was assigned to us on XXXX XXXX, XXXX. Question 7 : Why did n't XXXX complete the research he said he would complete? Please provide documentation of this phone conversation. Question 8 : Why did it take a complaint to the NYS Attorney General 's Office to get an SPOC assigned to us? We called the number listed in the letter for XXXX XXXX. When we were able to finally reach him he did n't know why we were assigned to him. ( Note : no one else we talked to could provide any assistance either ) He did n't feel he needed to do any work on our behalf. We explained the problems we were having with our account and he said he would look into it. We called again but could not speak to him and no one else in the SPOC department could help us. Question 8 : Why did n't XXXX XXXX know why he was assigned to our case? Question 9 : What specific work did XXXX XXXX do to research our complaints and resolve the issues with our account? We are demanding specific documentation on phone calls and letters he sent to us with the research he did on our behalf. After not being successful in getting help from the SPOC department we made a complaint with the NYS Department of Financial Services, Mortgage Department in XXXX XXXX. During XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX we did not receive monthly statements with Caliber. They are stating that this was due to us being in Chapter XXXX bankruptcy and their policy. We were successfully discharged from Chapter XXXX bankruptcy in XXXX XXXX which was XXXX months before Caliber assumed servicing of our mortgage. Continued in attached.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-13

Charlotte, NC

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-13

AL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I wanted to file a complaint against Caliber Home Loans because they are claiming that I am XXXX months behind on my mortgage payments because for 18 months they claim I have been paying an incorrect amount for my mortgage. I have been with Caliber for 20 months and I filed for Bankruptcy in XXXX XXXX to stop the Foreclosure process with XXXX XXXX XXXX. I received a legal document XXXX XXXX, XXXX, stating that Caliber Home Loan wants to remove the past due amount from Bankruptcy. I believe that this is so they can start the Foreclosure process. Reasons for my complaint : After my mortgage was purchased by Caliber Home Loans, I called to inquire of what my mortgage amount was. Caliber Home Loans accepted payments from me for XXXX months without notifying me that it was the incorrect amount and now trying to foreclose on my house because of that reason alone. I have spoken with agents at least XXXX times during those XXXX months ( asking for the correct mortgage amount or scheduling payment withdrawals ) Caliber Home Loans failed to recalculate my escrow account, I asked verbally and via letter, after I changed insurance companies twice. The escrow account, for the year XXXX, did not reflect the refund money order I mailed to the escrow department. Caliber Home Loan failed to take a payment from me in XXXX XXXX. Stating because of the court date we can not take any more payments from you. I do n't know if this was legal because I 'm not in Foreclosure yet. I am still in Bankruptcy. Caliber Home Loan stated that I missed payments for XXXX XXXX, XXXX XXXX and XXXX XXXX ( the payment they refused ). I have attached the breakdown of the Bankruptcy months that XXXX XXXX XXXX filed and they included XXXX XXXX inside of my Bankruptcy. So now Caliber wants me to pay twice for this month. Caliber Home Loan stated that when they received my payment for {$630.00} they would hold it waiting on my next payment to make the full payment of {$780.00}. XXXX. However, the end of the year Mortgage Interest statement Form XXXX does not match what they were saying. Also the Mortgage Interest statement Form XXXX does n't match the escrow breakdown in XXXX XXXX XXXX documentation of the increase to {$780.00} There are a lot of discrepancies with Caliber Home Loans Escrow documents and payment documentation that can cause me my house. I 'm a single mother with a XXXX whom works part-time during the school year. I have been paying my mortgage and I would like to keep my house. I have to use my Bankruptcy lawyer for the Bankruptcy hearing however he states that I might have to include the 7 months they are saying I 'm behind inside my Bankruptcy that will raise monthly payment to an amount that I can not handle or give the house up. I only have XXXX more months in bankruptcy. I have paid my mortgage since I 've been in Bankruptcy and now Caliber is refusing my mortgage payment because of an error. I have written a detailed statement and attached proof of what I 'm stating. However, I do not have monthly statements because they stated that it was illegal to send me any monthly statements and I was not allowed access to the Caliber Website. If you notice in my documentation, the amount I have been paying with Caliber home loans is not even the amount I was paying before XXXX XXXX XXXX raised my mortgage amount. It was the amount from XXXX and in XXXX it changed to {$630.00}. I was informed that my mortgage amount was {$630.00} by Caliber Home Loans and was never notified on any conversation that was the incorrect amount.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-11

Kingstree, SC

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I recently bought a home in XXXX, SC. I informed lender that I would be applying for state residency, and when residency was achieved, my property tax would be drastically reduced, so the amount of monthly escrow would need to be adjusted. Lender said no problem, he would put me in touch with financial department and they would get it done. Upon closing, my mortgage was sold to another lender. Residency was achieved. Lender refused to adjust my escrow payments. This is THEFT.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-09

Nyc, NY

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-09

Hamburg, NY

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed

Disputed: No Timely Response

2016-06-09

Charlotte, NC

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: As a homeowner for 21 years with not one day late, I applied for a loan modification due to economic recession, reduced income and a divorce. With countless faxes, documents ( mail or fax only ) and run around, XXXX XXXX managed to lose my documents and my payments and threaten foreclosure. I was XXXX a single mother where a family dream home became a nightmare. I finally had to file for bankruptcies to stop the foreclosure after settlement under Independent Review with a mere {$500.00}! I was once again devastated and my life is still in limbo, unstable and no success with modification from XXXX XXXX. Instead they transferred ( or sold ) my loan to Caliber Home Loans which I was relief thinking there 's light under the tunnel with new services and some relief for they allowing me to email documents and hope for a modification finally I thought. What a deception! Same lost documents, same run around same tactics as XXXX XXXX but worst! Caliber Home Loans never intent to help me with loan modification as my loan information was never set up nor attempt to modify or give me a reason but stonewalling me and not getting all the documents while collecting late fees, attorneys fees and push me further in arrear from the original loan balance from XXXX XXXX of {$170000.00} to now over {$300000.00} which is stealing my equity and my retirement!!! If this is not a slap in the face robbery, I do n't know what is. How is this practice being allow to happen in America? So unethical, so wrong especially when they promised to help, instead they are robbing you from everywhere and from behind the scenes!! Thank God my attorney let me know about CFPA and this website to finally file a complaint! Please help me to stop these Goliaths from harming me any further!!!
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-08

Eastamptn Twp, NJ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-08

Grand Jct, CO

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-06-08

Fort Washington, MD

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-08

Great Neck, NY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I " XXXX XXXX '' along with the help of my XXXX housing counselor applied for a loan modification for my property " XXXX XXXX XXXX XXXX XXXX NY XXXX loan # XXXX " with Caliber Home Loans. We submitted a the loan mod packet on XXXX/XXXX/2016 via fax. As of XXXX Caliber informed us they has a complete packet and it was sent to underwriting on XXXX/XXXX/2016. We followed up via phone every week after that to make sure the underwriter would not need additional docs. My housing counselor and I spoke with an agent on XXXX/XXXX/2016 and we were told packet was complete no additional docs needed, We spoke with Caliber on XXXX/XXXX/16 with XXXX teller XXXX and we were told loan still in review and no additional docs needed. Finally on XXXX/XXXX/16 30 days after it was sent to underwriting Caliber requested an updated bank statement for borrower which we then sent via fax on XXXX/XXXX/16. We called on XXXX XXXX, 2016 and we were told that bank statement received and that now it was sent to underwriting and we have to wait another 30 days for a decision. We explained that Caliber can not add an additional 30 days to decision process since the underwriter had a complete file for 30 days and only in the last minute the underwriter decided to now ask for a bank statement witch we sent within 48 hours of the initial request, Caliber just kept repeating the same thing " just wait another 30 days '' My housing counselor asked to speak with a manager and spoke with XXXX teller id # XXXX and she said she was a manger and that she would e-mail the underwriting department and underwriting supervisor to make sure they make a decision and are being compliant with underwriting guidelines, she then told us to call back tomorrow and we would have a better idea of when a decision will be made. We called the next day and spoke to XXXX teller id XXXX and we were told that file was in underwriting and wait additional 30 days. My housing counselor explained the conversation we had with a previous manager XXXX the day before and then we were was told that XXXX is not a manager so she basically misrepresented herself on the call the day before. We were then transferred to another person who told us he was a manger XXXX teller id # XXXX, My housing counselor had to explain the whole ordeal to him and he basically said just " wait another 30 days ''. XXXX did not care that underwriting had a complete packet for 30 days and just wanted us to get off the phone. This is why I am filing a complaint against Caliber Loans in regards to my mortgage.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-08

Frederick, MD

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-06-07

Eastamptn Twp, NJ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-07

Glendale, CO

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: In the foreclosure process and Caliber homes does n't seem to be willing to work with me. I was requested to submit the same documentation in different formats over 5 different times. My application is about to expire because they did n't like the formatting of what I submitted. I also get different answers each time I call. I have been working with them since XXXX 2015 and still do not have any answers on if I will receive a modification.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-07

Lynn, MA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I worked with a HUD certified counseling agency ( XXXX of XXXX, CA ) to submit a complete loan modification application with supporting documents to the servicer of my mortgage, Caliber. But they went ahead and did a foreclosure sale anyway without ever giving me an answer about the modification. I was told by Caliber representative XXXX XXXX that there was time to stop the foreclosure sale if I got my information to them to apply for a modification. I did get the information in. I spent a lot of money on faxes to the counseling agency ( XXXX ) and on faxes directly to Caliber. Caliber confirmed to XXXX that my application was received. I tried to also follow up on the phone but I could n't get any information. I called at least three times just to check on the status of my application, but the person assigned to my case, XXXX XXXX, was never available. Caliber reps I spoke to said they would give a message to her, but I never got a call back. Caliber never told me or the XXXX counselor assisting me that anything more was needed. But they foreclosed on XXXX XXXX, 2016. Then AFTER the foreclosure I got a letter saying there were missing documents. That letter was dated XXXX XXXX, 2016 but the date from the postage meter stamp says XXXX XXXX and the postmark says XXXX XXXX. I am also concerned that Caliber representative XXXX XXXX discouraged me from using the HUD certified counseling agency that I was then working with and encouraged me to just work directly with her instead. Later on a different phone call I mentioned XXXX to a different Caliber representative. That representative responded by saying Caliber does not deal with third parties. Finally, I believe FHA mortgages I was supposed to be given a chance to have an in person meeting to work out a modification or payment plan or avoid foreclosure some other way. It was extremely difficult to work with all the different banks and servicers involved, so an in person meeting would have helped a lot. But I did not have that chance. After I lost my wife and fell behind on the mortgage, I heard about the Making Home Affordable program and I tried for a modification with XXXX XXXX XXXX. They kept telling me they got all my documents and were waiting for the underwriters to make a decision. Finally they told me that there was still no decision, but it had been so long waiting for the underwriters that my documents were too old. So I had to start all over with filling out an application and sending new documents. I did that at least three times and never got any decision about a modification. Then I started getting mail from Caliber, and I thought it was junk mail. I called XXXX XXXX XXXX and I was told they no longer serviced my loan. I had never been notified by XXXX XXXX XXXX or anyone else about a change in the owner or servicer.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-07

NY

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Caliber Home Loans are demanding {$3000.00} or they are going to take our home. First of all we do not owe them XXXX we have been paying extra since our chapter XXXX and they are still saying we owe {$3000.00}. Chapter XXXX has paid them XXXX because they said we were behind XXXX payment. Then they approve us for a modification XXXX XXXX we filed chapter XXXX then but we thought we had the modification so we paid for a year the modification amount which they never told us they took it away so XXXX we paid extra to catch it up now it is all caught up and they are still saying we owe over {$3000.00} we do not want our home taken a way. Our mortgaged loan got sold three times. From XXXX to XXXX XXXX and now Caliber Home Loans they are frauds get us for more money that we do not owe please help us
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-06

Eastamptn Twp, NJ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-06

Phoenix, AZ

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: This company has engaged repeatedly in making unauthorized credit inquiries and continues to hide behind alleged authorizations that do not exist. The most recent occurrence was in XXXX 2016. I made no applications for a loan with this company in XXXX 2016, nor did I authorize it or its agents to review my credit history.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-06

South Florida, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: A complete financial package was submitted to Caliber beginning on XXXX/XXXX/XXXX. Caliber has an unreliable facsimile as it has not received several faxes from our office in which we have confirmation of fax delivery beginning with the initial submission. Caliber did not allow the borrower 's legal counsel authorization to speak even though XXXX XXXX of XXXX XXXX XXXX XXXX is the attorney of record in their foreclosure and after repeated attempts of faxing Written Authorization to XXXX. XXXX stated they did not receive our authorization for over a period of a month prior to allowing the borrower 's legal counsel authorization to speak on the borrower 's behalf. After repeatedly faxing the Notice of Representation to Caliber. Caliber insisted they did no receive it on XXXX/XXXX/XXXX per Representative XXXX # XXXX, XXXX/XXXX/XXXX Per representative XXXX ID # XXXX, XXXX/XXXX/XXXX XXXX id # XXXX, XX/XX/XXXX- Closed for XXXX XXXX, XXXX/XXXX/XXXX No authorization was received until XX/XX/XXXX. We have had similar incidences with Caliber not receiving documents faxed on behalf of the client with confirmation ( hereto attached ) in which Caliber states they have never received it and thus closed out the borrower 's request. Caliber 's unreliable fax is being used as an excuse to not review the borrower 's request for a loan modification and there faulty fax is preventing the borrower from being reviewed. Caliber has continued to close the file for incomplete documents but has not provided what documents are needed rather verbally or in writing. The missing documents letter ( Hereto attached ) states the file was incomplete but does not advise the borrower what documents are needed. The file is closed sooner than the 30 days allowed for providing missing documents. The borrower has submitted another complete financial package to caliber and request for caliber to review the financial package the borrower has submitted since XX/XX/XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-04

DC

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response