Consumer complaint received 2021-06-15
Company: Caliber Home Loans, Inc.
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I would like to file a complaint with Caliber Home Loans for fraudulently submitting a refinance application on my behalf that I did not request or authorize. I attempted to resolve this with Caliber directly, however when I called to escalate my concerns to a manager they lied and told me that no loan application existed in my name. 

On XX/XX/2021 I contacted a local loan officer to request a refinance quote for my home. She told me that she would have to run my credit in order to provide that quote, which is absolutely fine and standard. Within 12 hours, I received an unsolicited phone call from my current lender, Caliber Home Loans. The representative 's name was XXXX XXXX, he told me that their company saw that my credit was pulled and he was reaching out to see if I needed any assistance in refinancing my home. I thought that was extremely invasive, but I said yes to the quote. I was thinking about refinancing and figured that getting more than one quote would be advantageous. I spoke to XXXX a few times on XX/XX/XXXX about the refinance, but I ultimately decided not to go forward with it. I told XXXX that I was no longer interested. However, he continued to call me multiple times a day over the next 2 weeks. I never answered those calls, and never spoke to XXXX again. The calls have continued to occur daily. 

On XX/XX/2021 I received a text message at XXXX XXXX that stated " The loan application for *my address* has been received by Caliber Home Loans. Contact XXXX if you have any questions. '' Since I did not submit a loan, I assumed the message was spam and ignored it. My husband and co-signer received the same text message, despite him never speaking to any one regarding a refinance. An hour later at XXXX XXXX I received an email from Caliber Home Loans with even more information. This email was again thanking me for submitting a loan, and provided a loan number along with my full address and both co-signer 's names. The representative 's name on the email was XXXX XXXX, someone I had never spoken to before. I immediately called Caliber Home Loans and asked to speak to a manager at XXXX. 

The manager only identified himself as " Mr. XXXX '', no first name. When I explained my concern and told him about the communications that I received, he told me that there was no loan/refinance in my name being processed. He explained it away as a " system glitch '', and reasoned that XXXX XXXX must have pulled up my file to run another quote to get me the most " up to date '' offer. At this point, I had not answered calls from their company in over a month since I told the previous representative I was not interested in buying their product. I told him there would be no reason for him to give me another offer, and that I want him to completely cancel any open refinance file for me as I never authorized any of this. Mr. XXXX assured me that any open file would be cancelled, and that he would send me a letter confirming that in writing within 1-2 weeks. He also said the phone calls would stop going forward.

Company response to consumer: Closed with explanation