Consumer complaint received 2023-08-31
Company: Caliber Home Loans, Inc.
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Private mortgage insurance (PMI)

Complaint:
On XXXX I contacted Caliber Mortgage to see how I could remove my mortgage insurance since I have well over 20 % equity in my home. 

On XXXXXXXX  they replied about private mortgage insurance and let me know that they sent a PMI Removal Request form through the US Mail. 

On XXXXXXXX  I replied that I did not have private mortgage insurance because I was confused between mortgage insurance and " private '' mortgage insurance, not knowing that they are the same thing. 

On XXXX Caliber confirmed that I do have private mortgage insurance and that they enclosed the private mortgage insurance removal requirements for my reference. 

I received the PMI removal request application, filled it out and sent the {$100.00} XXXX XXXX fee and application back to Caliber. 

On XXXXXXXX  my check for the {$100.00} XXXX  fee was cashed by a XXXX from Caliber Home Loans. 

On XXXXXXXX  I received a letter from Caliber stating that they were unable to remove the PMI because they did not receive my XXXX  fee of {$100.00}. 

On XXXXXXXX  I called customer service and spoke to a XXXX. XXXX resubmitted the request for PMI removal. 

On XXXXXXXX  I called customer service and spoke to XXXX. XXXX was unable to locate my XXXX fee of {$100.00}, she escalated the issue to a few different departments and requested I send copies of the cashed check through the secure portal online. 

On XXXX I sent copies of the front and back of the cashed XXXX fee of {$100.00} through the secure portal. I received a reply that they directed my message to the PMI department for further review. 

On XXXXXXXX  I called customer service and spoke to XXXX. XXXX said it was under review and it could take up to 30 days for approval. 

On XXXXXXXX  I called customer service and spoke to XXXX again. XXXX escalated the issue to the cash department, the customer service escalations and to the PMI department. She told me to follow up on the XXXX. 

On XXXXXXXX  I saw on my dashboard on the website that {$100.00} had been applied as a mortgage payment to an " other '' account. 

On XXXXXXXX  I called customer service and spoke to a XXXX. XXXX was not helpful and told me to wait longer than one week. So I hung up the phone and called back hoping to speak to someone willing to be more helpful and got an XXXX. XXXX saw that the PMI removal was in research but the money had been applied to late charges. I then thanked her for being so kind and helpful but that I needed to speak to someone higher up. She transferred me. I didn't catch the name of the manager but I got the employee number of XXXX. This lady told me initially that the money was received and suspended so they could use it for the XXXX. But after I threatened getting an attorney she resubmitted all documents to the PMI department again. 

On XXXX on my dashboard there was a misapplied funds reversal of {$100.00}. 

On XXXX on my dashboard the {$100.00} XXXX  fee was applied as a principal only payment. So I called customer service and spoke to XXXX. XXXX submitted a request for the XXXX fee to be removed from the principal only payment and moved to XXXX, and requested a manager call me asap. This same day I got online and sent a message through the portal asking why my XXXX fee was processed as a principal only payment. 

On XXXX I received a secure message that they requested the XXXX fee be moved to the XXXX and to please give them 7 days for a member of their customer service department to contact me. This same day the funds were misapplied and reversed again, and put as a mortgage payment in the " other '' account again. 

On XXXX I sent a secure message stating that it has been 7 days and I still do not have an appraisal for my PMI removal request. I received correspondence a few moments ago on XXXX stating that they have directed my inquiry to the customer service leadership.

Company response to consumer: Closed with explanation