Consumer complaint received 2023-01-31
Company: Caliber Home Loans, Inc.
State: AR
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
We received a letter from our mortgage lender, Caliber Home Loans, posted XX/XX/2022 in regards to our request for assistance. The letter was as arranged repayment agreement made between Caliber and my husband and I to bring our account current since we were unable to make payments for two months due to income reduction. The letter stated " The total Arrearage Amount due as of XX/XX/2022 is {$1000.00} ... the specific conditions of the agreement are as follows : XXXX. The first payment in the amount of {$920.00} shall be remitted ... on or before XX/XX/2022 XXXX. A subsequest repayment plan monthly payment is due on XX/XX/2022, in the amount of {$1300.00}... 
XXXX. Your scheduled repayment plan monthly payment is comprised of your current monthly payment of {$920.00}, and the supplemental montly payment in the amount of {$440.00}. 
XXXX. The scheduled repayment plan monthly payment shall remain at {$1300.00} effective XX/XX/2022 and will end on XX/XX/2022 ... '' Upon agreement, we made these three consecutive payments, one in a slightly larger amount of {$1100.00} on XX/XX/XXXX, one for the XXXX on XX/XX/XXXX and finally the last payment of XXXX on XX/XX/XXXX. During this process we continued to receive statements showing that we were behind on our payments and I was assured that we were on target, that sometimes the computer system does not recognize the updated payments during a repayment plan. I called multiple times during these months to make sure my payment had been received and that starting in XXXX our monthly payments moving forward would be {$860.00}. By the end of XXXX when I paid my payment of {$860.00}, I was still getting calls that we were 30 days past due on our account. On XX/XX/XXXX, our loan officailly transferred to XXXX XXXX  after being aquired by XXXX. Since then, I have been on the phone a number of hours with XXXX trying to get answers on why we continue to be in default on our mortgage. If anyone could listen in on the recorded calls I've had regarding the situation, he or she would realize just how many " answers '' I got from Caliber and XXXX members that led down one rabbit hole after another. FINALLY, after my conversation this week ( Januarly XXXX ) with a XXXX  loss mitigation associate, I believe I received the answer to the problem, which brings me to filing this complaint. 

Upon looking at the arranged repayment plan, the associate easily discovered that Caliber miscalculated the amounts of the payments required for the months of XXXX through XXXX that would have brought our account current by the said date, XX/XX/XXXX. As stated above, this miscalculation of required payments has caused our account to be over 30 days past due for over half a year and has been a hard hit on my husbands credit score. This associate I talked with said there's nothing XXXX can do at this point since Caliber is no longer our mortgage lender. 

According to the repayment plan, we met ALL regulations stated in the agreement and Caliber is at fault for the discrepancy in calculating the amounts that were due.

Company response to consumer: Closed with explanation