Consumer complaint received 2019-08-06
Company: Caliber Home Loans, Inc.
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I refinance through XXXX XXXX XXXX, they sold my mortgage to Caliber Home loans in XX/XX/2018 my XXXX payment was Made in XX/XX/2018 I received my property taxes and realized Caliber had not included my fall taxes on a parcel I have which was to be included. I faxed the information at least twice uploaded to my docs which they had requested twice, had numerous email and phone calls. Was even told it was paid at XXXX point in XXXX I received notification from XXXX county courthouse if my taxes were not paid I would risk losing my property to foreclose i made XXXX more calls theast time threatening to refinance because I had received a escrow analysis stating my payment was increasing from {$880.00} to {$1100.00}. I was assured the taxes would be paid and Id be reimbursed any difference due to the taxes not having been paid when I wood have got the fall discount, when my other taxes were paid. I again spoke with someone from escrow about my taxes because I knew they had not increased and they assured me it was correct and the loan officer  at XXXX XXXX XXXX had not reported the correct amount and that was why my account was short and payment increased. I then contacted XXXX XXXX and she assured me that the acct information she provided was correct as XXXX people review it. We then discussed refinancing. I then in the end of XXXX due to having my credit run because I was going to refinance received an offer from Caliber about an FHA refi through them so I spoke with a loan officer in their department who told me there was no way my takes went up that much it was not possible as they had last told me. So again I called the escrow department this time spent almost XXXX minutes trying to explain how they had to have something wrong the gentleman argued with me and said he reviewed it all with his boss and it was correct, after hanging up, i again review my escrow analysis statement and went to the county website punched the tax parcel numbers paid and discovered they had paid my sister who lives beside me with a completely different last name taxes. I the next day contacted Caliber again giving them the tax parcel number that were correct and my sisters, and was assured it would be taken care of by XX/XX/XXXX at the latest, I called again to talk to customer service because the tax department couldnt address the tax from he fall that was paid and I didnt receive credit even though I was promised I would be for it not being paid in XXXX and received foreclosure letters. The woman stated she could see I made several attempts to provide all the information they needed starting in XXXX when i realized it was not paid & it would be escalated also to provide me with the difference. She also told me to call and check on the status. I made several calls being told each time there was no determination. I have had to pay to payments at the increased amount even though Caliber acknowledges they have the wrong parcel. I called in the weekend and was offered no explanation as to why it has not been fixed even though it was given a date if XX/XX/XXXX, I called today and was basically told Im not getting refunded for the fall tax even though I supplied the information to be paid at the discount rate and that I needed to provide them with more information regarding the tax parcel that is mine so they can verify theyre paying the wrong taxes ( my sisters ). I have provided them this information several times and found this mix up which they wouldnt even acknowledge when I asked on my own. I do not feel it is my responsibility to continue to give them the information I already have. I also was told today its not a big deal because I will get my money back, unfortunately it is a struggle to come up with the difference and Im at risk for falling behind on other debt.

Company response to consumer: Closed with explanation