Consumer complaint received 2022-03-30
Company: Caliber Home Loans, Inc.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have a XXXX XXXX property, struggled through the pandemic, and took advantage of the 18 months of mortgage forbearance. I resumed my payments right when I was supposed to toward the end of XXXX, made them all on time. On XX/XX/XXXX I received a call from Caliber Home Loans, my mortgage servicer, as they had not applied my payments. After speaking with the rep they let me know that the amount I had been paying, based off of the statements they were sending, was off by about XXXX dollars per month. The rep gave me the total of {$16.00} that I needed to send so I set up and sent it through my online billpay with XXXX XXXX while on the phone with the rep. I then asked for the correct monthly payment amount as I did not want to continue paying the wrong amount. The rep gave me the new monthly payment amount of {$3000.00} and I told her I was going to go ahead and send the payment that was due XXXX so that I have the correct amount in my bank moving forward and let her know the payment should be there in about XXXX week. The rep said this was fine, confirmed the amount and I sent off the payment. Caliber then sent out the deferral agreement about XXXX weeks later. I noticed the new monthly payment was slightly higher and said it was due XX/XX/XXXX so when I signed and emailed it back to Caliber I stated in the email that I had already paid the payment due XX/XX/XXXX in the amount of {$3000.00} as that was the amount I was previously given and asked them to confirm the amount of the difference so I could send the payment. I immediately placed a call to Caliber after sending the email on XX/XX/XXXX to find out about this and was informed that they applied the payment I sent for XXXX 's payment toward the balance that was to be deferred and thus I had to pay another payment for XX/XX/XXXX and they were only deferring XXXX instead of 18 months of payments. I let them know that this was their error applying my payments and they needed to correct it. The pandemic was brutal on our finances and we really needed this assistance. I asked to speak with a supervisor, was connected to XXXX XXXX ID XXXX  who said she was notifying the underwriter, XXXX XXXX ID XXXX and that this would be corrected and I should hear from someone within a week. I just received a call from Caliber and after the first rep named XXXX XXXX ID XXXX laughed at me and said this was all my fault I was connected to a supervisor named XXXX XXXX ID XXXX who told me that the underwriter declined to make the change supposedly because my escrow amounts changed. Everyone 's escrows have gone up as both taxes and especially insurance premiums have gone up, it made XXXX sense. What this comes down to is that I am being penalized for being responsible and paying in a timely fashion as they misapplied my payment towards the 18 months that were to be deferred and now will not correct their error and say they will only defer XXXX payments. I have uploaded both the original deferment agreement sent XX/XX/XXXX and the latest XXXX from XX/XX/XXXX. You will see it went from 18 months deferred in XXXX to XXXX in XXXX because they misapplied the payment. This violates the law ( CARES ACT I BELIEVE ) that allowed for these forbearances in the first place and I need someone to please help me.

Company response to consumer: Closed with explanation