Consumer complaint received 2023-06-10
Company: Caliber Home Loans, Inc.
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Refund anticipation check
Issue: Lost or stolen check

Complaint:
Caliber Home Loans is the payer. 
I am the recipient. 
Escrow check in the amount of {$5900.00} stolen/cashed Between XXXX and XXXX XXXX  - Escrow check was mailed to an old address in WA state but never received. I called and they canceled that first check. 

XX/XX/XXXX - Caliber Home Loans cuts another escrow check to be mailed to our new address. 

XX/XX/XXXX - the check was stolen and cashed in an unknown XXXX XXXX XXXX  location while en route to our address. 

XX/XX/XXXX - called Caliber customer service and I confirmed with Caliber Home Loans that we did not receive the check. They said it was cashed and would request the check image. 

XX/XX/XXXX - that same day, Caliber sends check image ( I can provide this ), and confirm it is not my signature, and we were not in Texas. Im asked to fill out a Fraud statement for XXXX XXXX XXXX  ( their bank ) ( I can provide this ). 

XXXX XXXX  - Called Caliber customer service. Made sure the address was correct and they said it would mail out soon. 

XX/XX/XXXX - Called Caliber again to check on status of the new check being mailed the Georgia address. They said it was cashed in XXXX and nothing is being mailed. Caliber has lost all documentation on the bank 's review of the fraud in XXXX 's correspondence, and tells me to file a police report now. I ask to speak to a manger who then informs me that the check image request and fraud form is the next step, not police report. I reminded the manager as well that we did all these forms back in XXXX- she has no idea what to say. 
Note : they have no record of all the email correspondence from XXXX from their secure portal. It is all gone. But I had saved the documents ( not emails ) on my laptop. Caliber customer service says they will request check image, again. 

XX/XX/XXXX - emailed XXXX XXXX, Caliber XXXX  that is on the fraud statement form, along with Customer Resolutions ( email blocked ) and Caliber Fraud team. I have called XXXX and left a voicemail, no response. And all emails have not been responded to. I stated to them I have all signed paperwork already and asked them to expedite since they lost it all in XXXX. 

XXXX XXXX XXXX  - I spoke with the XXXX XXXX XXXX fraud department ( manager 's name was XXXX and was helpful ) and he could only confirm minor details with me : check was CASHED, not deposited. They can see the date and time, but will need a police subpoena to release further details of exact location and/or footage of suspect. Told me that Caliber should be starting this investigation with XXXX XXXX XXXX. 

XX/XX/XXXX - I spoke with XXXX XXXX XXXXXXXX fraud department ( the bank Caliber uses ) and they, too, were surprised Caliber was not following up on the fraud paperwork with XXXX XXXX XXXXXXXX, but said Caliber must do the filing, and that I can not do it myself. They suggested I file a police report as well, due to Caliber 's inactivity. 

XXXX XXXX XXXX  - I emailed XXXX XXXX and Caliber Investigations team yet again, not a single response. Still no check image or follow up ( again, I already have the check image from XXXX ) XX/XX/XXXX - I emailed them all again, providing this timeline Ive placed here. Copying family and friends as witness to them ignoring the request, including my mortgage broker and real estate agent. Still no response. 

I do not know what else to do. I hope someone can help apply pressure for them to resolve this after 6 months of inactivity.

Company response to consumer: Closed with explanation