Consumer complaint received 2016-07-15
Company: Caliber Home Loans, Inc.
State: NY
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Caliber Home Loans continues to be in defiance of the XXXX XXXX which was passed by XXXX to crack down on mortgage servicers like Caliber. This act gave CFPB the authority to implement the new requirements and adopt new rules to protect consumers by providing borrowers with better information about their mortgage loans and protecting borrowers from wrongful actions by mortgage servicers. On XXXX XXXX, XXXX, the Consumer Financial Protection Bureau ( CFPB ) issued mortgage servicing rules designed to protect borrowers when it comes to mortgage loans. The mortgage rules were finalized on XXXX XXXX, XXXX. The rules require mortgage servicers to : Send Periodic Billing Statements The mortgage servicer must provide a written monthly mortgage statement to the borrower. The statement must show : the amount currently due ( including how much will be applied to principal, interest, and escrow ) the total of all payments received since the last statement how prior payments were applied transaction activity partial payment information fees or other charges to the account account information ( such as the outstanding balance and interest rate ) contact information for the servicer and housing counselors, and information regarding delinquencies The specifics from the rule are : Periodic billing statements XXXX XXXX TILA XXXX XXXX XXXX XXXX. 
Creditors, assignees, and servicers must provide a periodic statement for each billing cycle containing, among other things, information on payments currently due and previously made, fees imposed, transaction activity, application of past payments, contact information for the servicer and housing counselors, and, where applicable, information regarding delinquencies. These statements must meet the timing, form, and content requirements provided in the rule. ( see attached ) Caliber Home Loans assumed servicing of our home mortgage from XXXX on XXXX XXXX, XXXX. For XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX we did not receive monthly statements with Caliber. Prior to XXXX XXXX, XXXX XXXX did provide monthly statements. The first monthly statement we received from Caliber was dated XXXX XXXX, XXXX. We have repeatedly requested that Caliber send us the statements for XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX. In response to a previous complaint, they responded on XXXX XXXX, XXXX : " We are still investigating why you did not receive the statements in XXXX and XXXX XXXX and XXXX XXXX. '' To date we have not received the statements for XXXX XXXX, XXXX XXXX, XXXX XXXX AND XXXX XXXX. Please see page XXXX of the attached letter for confirmation of Caliber 's statement. 

We need these statements because XXXX has recently confirmed that they did not post our XXXX payments to our account. Subsequently this caused a cascade of problems with Caliber. Caliber has been unwilling to address these missing statements or provide relief for the mistakes made in XXXX XXXX. We need the statements so that we can confirm whether or not Caliber applied the XXXX payments to our account. They have corrected problems in our account that occurred in XXXX and XXXX XXXX but have not addressed the XXXX XXXX, XXXX issue.

Company response to consumer: Closed with explanation