Consumer complaint received 2021-12-27
Company: Caliber Home Loans, Inc.
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Payment errors : Caliber Home Loans Letter XXXX to Caliber Home Loans : ( Mailed XXXX XXXX ) XXXX. I made a full XXXX payment, in the amount of {$1000.00}. This amount is equal to my normal monthly payment. The check cleared on XX/XX/2021. This was after trying several times to make my payment online, starting on XX/XX/2021. 
XXXX. I then received a late notice dated XX/XX/2021. 
XXXX. I attempted to call your Customer Service line, XXXX, approximately 5 times during your normal business hours, but the call never connected. 
XXXX. I also sent messages through your internal messaging system. I then received a response much later, advising receipt of the message. 
XXXX. I then emailed your local representative with the details. On XX/XX/2021, after he researched the problem, he advised me that the full payment was applied to my escrow account, and that the error would be corrected. ( Your local representative is very helpful. ) XXXX. After a subsequent email, I asked to have the account reflect the correct date on the XXXX payment, to ensure that I am not being penalized in interest charges. The local representative advised, after contacting your company, that XXXX Mortgage would correctly apply the XXXX payment and that the interest amount would be corrected. 
XXXX. I then made a XXXX payment which you applied on XX/XX/2021. 
XXXX. As of XX/XX/2021, the online account still shows that my XXXX payment is late, and there is no correction of the XXXX payment ( still showing it was applied to escrow ). 

Letter XXXX to Caliber Home Loans : ( Mailed XX/XX/2021 ) Errors remaining to be corrected : XXXX. The payment that you show as being processed XX/XX/2021 shows {$1000.00} ( attached # XXXX screen shot from your system on XX/XX/2021 ). This payment, as written on my check, was to be applied to the XXXX payment ( apparently your company applied this to the XXXX payment, ergo late ), and broken down as follows : XXXX regular payment of {$1000.00} ; additional principal {$20.00}. The screen shot also shows a notice of This payment was 32 days late. Please remove any notice of late payment for the XXXX payment and correct the allocation amounts. 
XXXX. Attached screen shot # XXXX. While this statement shows the Type as Misapplied funds, which is correct, still shows the payment of {$1000.00}. This amount, as previously communicated, was the XXXX payment, and was not to be applied in whole to the XXXX account. Perhaps this is just the way your system works, regardless, Id like an explanation. 
XXXX. Attached screen shot # XXXX. This shows that my XXXX payment of {$1000.00} was received ( Effective Date ) of XX/XX/2021. However, the account still has a warning of This payment was 36 days late. Please remove the late payment notice on this account. 
XXXX. Attached screen shot # XXXX. This screen shot from my account shows Mortgage payment of {$1000.00}, dated XX/XX/2021, but the entire amount is showing as being applied to a non-descriptive line item called :. Please correct your records to show the correct allocation as stated above in bullet # XXXX. 


Note regarding complaint to CFPB : On XX/XX/2021 I received another " Late Payment '' letter stating that my total payment due is now {$2000.00}. This amount looks like none of the previously requested action items have been made.

Company response to consumer: Closed with explanation