Consumer complaint received 2019-02-15
Company: Caliber Home Loans, Inc.
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This is a follow up to complaint XXXX, for which Caliber Home Loans provided an explanation, but in which Calibers assertions about amount due are incorrect. I refer the CFPB to both my complaint and to Calibers Response there. Caliber has : 1. Consistently failed to inform me of problems with the account or given me incorrect information : ( a ) payment increase was made effective for XXXX 's payment, when I had been informed that this payment of {$2300.00} would be due at the end of XXXX for XXXX. ( b ) when a 3rd escrow analysis was performed in late XXXX, and the payment further increased, made retroactive to the XXXX payment ( due 30 days before the decision of the increase ) this was not communicated to me - I only received notices of delinquency.

2. Mismanaged my payments. Monies received for my payments were placed elsewhere and not applied, creating a cause for delinquency in Caliber 's system. This money was never correctly applied. Escrow monies mailed with the voucher to ensure that they were applied to escrow were applied for other purposes, beginning this confusion and leading to several calls and mailed notices claiming delinquency. 
3. Made incorrect assertions of payments due. They claim that I owe XXXX, plus the payment for XXXX of {$2300.00}. Their convoluted explanation aside - please see their response to complaint XXXX - the basic math is this. 

Correct payments according to Caliber : XXXX {$2300.00}, XXXX {$2300.00}, XXXX {$2300.00}. Total due : XXXX. 
Payments from me which they have received, and which I made according to the instructions of their representatives : XXXX. {$2200.00}, XXXX {$2300.00}, XXXX {$2300.00}. Total paid : {$6900.00} Amount of the {$6900.00} paid that Caliber did not apply to or consider a " payment '' but instead applied to principal, leading them to claim delinquency : {$1700.00}.

Amount Caliber considers " paid '' ( the amount I paid, less the amount they put into principal instead of considering it a " payment '' - i.e {$1700.00}. ) - {$5100.00}.

Amount that Caliber says is due for XXXX, XXXX, and XXXX ( {$XXXX} ), less the amount Caliber considers/has applied to " payment '' ( {$XXXX} ) -- - = {$1800.00}. This should be the amount that will make my loan current through XXXX. 

Amount Caliber says that to be current through XXXX I should pay them XXXX 's payment of {$2300.00}, plus the {$14.00} that they say is outstanding for XXXX. = {$2300.00}. 

I continue to call Caliber and will pursue an explanation I have now invested over 8 hours in calls with Caliber and 3-4 hours additional in pursuit of this complaint and straightening out Caliber 's math. Yesterday I called four times, spoke with five different respondents, and had two of the calls dropped ( not by me ). Even though they assured me they would call back, no one called me back. Today I called and spent 1 hour and fifteen minutes with a Caliber person with no resolution. Caliber has no way to call one person to try to follow this through, and extensions of interlocutors are not given out.

I would like to have one interlocutor with whom I do not have to explain the problem and wait on the phone for 1-2 hours while they sort out Caliber 's tangling of this issue. I would like Caliber to provide a simple explanation of why there are payment increases. And I would like their claims for payment to match their own figures.

Company response to consumer: Closed with explanation