Consumer complaint received 2021-01-27
Company: Caliber Home Loans, Inc.
State: MA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I was contacted back in XX/XX/XXXX by mail and phone per XXXX XXXX XXXX Caliber Homes Sales Manager/NMLS : XXXX ). After talking with Mr. XXXX we agreed we'd like to move forward with the re-financing program. We were assured we would have everything wrapped up within 30 to 45 days and that it did not need much documents since we were already Caliber Home customers. All that was required per XXXX XXXX was an unexpired driver 's license, Social Security verification and Utility bill which were emailed back XX/XX/XXXX to Mr XXXX XXXX. Mr XXXX advised that we had already locked in the interest rate and that we had nothing to worry about. On XX/XX/XXXX, Ms/Mrs. XXXX XXXX ( Caliber Homes Loan Processor/NMLS : unknow ) reached out to us to let us know that we should expect to close within the following weeks and that she would be sending docusign documents via email over to sign so we can process all paperwork to underwriting. My wife and I completed the documents the same following day and we didn't hear anything back until XX/XX/XXXX. 

XX/XX/XXXX Contacted that the closing disclosure was emailed to us and that we needed to sign. 
We signed that same day and sent it back. 

XX/XX/XXXX Contacted again via email with new Closing disclosures to sign. 
We had concerns with the paperwork and called XXXX which she assured us that it was just updated closing documents. We signed the documents and sent them back. 

XX/XX/XXXX We received another email with updated loan disclosures. Called XXXX and she explained that because it has taken a bit longer than usual the numbers did get adjusted. We then again signed the documents that day. 

XX/XX/XXXX We received blind disclosures with updated numbers. At this point we were really concerned with the process. I reached back out to Mr. XXXX and he apologized. He said he would be in contact with the loan processor and will get back to me. 

XX/XX/XXXX Finally received an email which I was CC 'd in that explained the processor is still working on final numbers and that will be in touch. 

XX/XX/XXXX Called Manager and Processor. Left Message on both phone. No Call Backs XX/XX/XXXX Received an email from processor explaining we missed a signature. Signed and dated XX/XX/XXXX XX/XX/XXXX Called Manager and Processor again to follow up. Left message on both phones again. XXXX called me the next day and said he will check up with processor to see where we are at in the process. 

XX/XX/XXXX Called Manager and Processor again to follow up. Left messages again on both parties phone. I even sent an email out CC'ing the manager, processor and my wife. 

XX/XX/XXXX I received a reply back from XXXX saying due to the holidays, a lot of people might be trying to catch up on work and to give the processor some time to get to my file. 

XX/XX/XXXX Received a follow up email in which I was CC 'd with processor saying she did not remember our file at all and that everything was a blur. Will try to get documents over to underwriting. 

XX/XX/XXXX Received another email from processor explaing these are new docusign documents needed to sign in order to process closing. Signed imeediately that day and send back via docusign. 

XX/XX/XXXX Tried Calling both processor and Manager. Left messages on both phones. Never received a call back. 

XX/XX/XXXX Tried calling both the processor and Manager. Left messages on both phones. Never got a call back from either. 

XX/XX/XXXX I received another blind docusign package from loan processor. Tried contacting Manager and processor due to questions in updated numbers. My wife and I signed the documents immediately anyways and sent it back. 

XX/XX/XXXX Tried Calling both Processor and Manager again with no answer. Left messages again. 

XX/XX/XXXX Received email from Manager explaing that he sent the processor an email and she has not been able to get back to him. I tried calling him immediately as I received the email. Still no answer. 

XX/XX/XXXX ( Saturday ) Tried Calling Manager and Processor again to follow up. No answer. Left messages again for a call back. 

XX/XX/XXXX Tried calling Manager and Processor again to find out where we are at. Left message again with no reply 's whatsoever. 

XX/XX/XXXX Received an email from Caliber Homes XXXX XXXX ) - You now have a new loan Processor ( Mr. XXXX XXXX XXXX. I replied to Mr XXXX via email the same day and explained to him my displeasure with the refinancing process. 

XX/XX/XXXX Received a phone call from the XXXX ( XXXX XXXX  ) and I explained to him that I was not happy with the process thus far. I explained that I am in need of a Manager and that I would like one to contact me immediately. 

XX/XX/XXXX Received a phone Call ( XXXX XXXX   ) from XXXX XXXX Manager XXXX at Caliber Homes. Explained my displeasure with the process. XXXX apologized and explained that she could cancel the application or continue processing it. Before I could even answer her, my phone died. 

XX/XX/XXXX Tried Calling Manager back but I did not have a direct number so I was unable to contact her. 

XX/XX/XXXX I just received an email from Caliber homes ( XXXX XXXX  XXXX stating they have since cancelled or withdrawn my loan application. Nobody has confirmed any cancellations. 

My wife and I have been with this company since XXXX XXXX. We've been loyal customers to this company, recommended them several times and spoke highly of them before but after going through all of this, It has come to my attention that the company needs re-structuring and training. It has also come to my attention that they also have extremely bad business practices and Caliber Home has NO interest in providing sub-par customer service.

Company response to consumer: Closed with explanation