Consumer complaint received 2021-07-09
Company: Caliber Home Loans, Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Company Caliber Home Loan XXXX XXXX ( XXXX ) CALIBER HOME LOANS, XXXX XXXX XXXX ) XXXX XXXX XXXX, XXXX XXXX XXXX, TX XXXX XXXX XXXX XXXX XXXX direct # ( XXXX ) XXXX fax # ( XXXX ) XXXX primary email : XXXX Caliber Loan Complaint : The process to refinance my loan started back in XX/XX/XXXX. I patiently waited for my refinance to be processed and completed. During the refinance process there had been multiple changes made to my mortgage loan. I sought out clarification as I was going through the process so that I can understand what is being asked or changed. On different occasions the response has been extremely delayed, well past the 48 hours, going past even a week, or I have received no response at all. 
The changes at times were extreme and I was told that the credits and bonus points that were agreed upon just weren't reflected, but when I questioned each readjusted mortgage statement loan I was told I don't need to sign the newly adjusted contract or that no adjustments were made even though I was looking directly at the changes. 


I do not receive responses in a reasonable time and sometimes no response at all both when I called and left voicemail and when I emailed. I wasn't given a clear timeline of the process until it was towards the end of the process. There seemed to be no end in site of closing the refinance loan as I was still going through the process 6 months later. Agreements that have been made were not kept. Because of the switch and bait that was taking place I requested a third party form from Caliber so I could have a reliable party support and help me ask the right questions through the process. The loan officer I worked with told me he had to get approval from his supervisor to give me a third party document. I requested multiple times and was ignored so I made my own, but still asked to receive Caliber loans official form and to this day I still never received the document. I have been treated unfairly and believe that both my gender and ethnicity has been a factor in how I have been treated through out the process.

I called and emailed to speak with the supervisor of the loan officers that I was working with and never got responses. I also was hung up on by Caliber representative more than once, during the request to speak with higher management personnel. I requested for Caliber 's customer advocacy number that was mentioned on their phone system personnel told me this services didn't exist, however I received an email requesting for me to survey my experience. I expressed my dissatisfaction and a few days later I received a call from a personnel from Caliber 's customers advocacy department that I was told didn't exit.

I was directed by the advocacy personnel to my original loan office who told me his work with me was done and had passed me on to MrsXXXX XXXX who was non-responsive as well. So it is XXXX and I ask original loan officer Mr. XXXX questions to confirm that we would make the XX/XX/XXXX deadline to close and how the process would take place because of the pandemic. II was provided the process, but the a statement was made by Mr. XXXX that shocked me. 

Mr XXXX stated, that according to refinance records, I canceled an appraisal on XX/XX/XXXX. I responded that had not canceled any part of the process and surely not the appraisal. And back on XX/XX/XXXX through email I requested to know if the appraisal had been completed and never received an answer. Mr. XXXX then said he would alert Mrs. XXXX and both of their Supervisor and expedite the process. We discussed what would happen with the expiration date and not making who was responsible. Mr. XXXX expressing it is on Caliber and any fees and such are their responsibility. Shortly after I receive another readjusted mortgage loan statement with changes that affect the amount of money I will owe and receive in cash out and change to the expiration date. 

I email with questions regarding the changes made on the latest mortgage loan statement as well for Mr. XXXX to explain where the document shows the lender credit, bonus points and my by down of the interest rate. I receive no response from Caliber until they realize I am looking into another company completing the refinance.

At this point I receive two phone calls from random Caliber representatives stating that in order to complete my refinance process I needs to do another credit check because too much time has passed. I let the representative know that I would like a phone call from my loan officer and it has been more than three weeks. That representative stated she would inform him and I should hear from him within in 48 hours. I hear nothing from Mr. XXXX. then receive another call form a random Caliber personnel asking to do a credit check. I explain that I am still waiting to hear from my loan office and receive answers from him regarding the new mortgage loan statement and other questions. She states that she will let him know. About a week later I receive a call form Mr. XXXX requesting to run a credit check. He never addresses my questions. I let him know I would like to go over my questions before i approve a new credit check. Mr. XXXX has called me during my work time. i let him now I will need a better time to talk. He then states he can answer my question in less than five minutes, only willing to address the changes made in readjusted loan statement, which he claimed could be fixed immediately back to what it was before. I requested for him to read my email and to write me back as I need to go and to send me the mortgage loan statement readjusted back to what was agreed upon. I never received a response to my questions to the revised mortgage statement.

What type of discrimination : I believe that I have been discriminated based on my gender and ethnicity. It has been clear that all personnel have not been willing to have conversations with me on the process. When I sought out to have supervisors assistance they didn't respond nor was I offered help from their customer advocacy department.I believe Caliber loans has a habit of preying on individuals and they showed this not allowing me to have the
basic resource of having a third party of my choosing assist me in understanding the process. I want it noted that I am filing this complaint non- concurrently because I was not confident that there wouldn't be retaliation during the process or once I finally went with another company.

It angers me and saddens me that I had to have this experience and during a pandemic. i expressed my understanding to both Caliber staff who were assigned to work with me that we are all under additional strain due to the pandemic, but the clear lack of service and discrimination isn't acceptable. I try to imagine if I chose not to do my job fairly and the harm with be apprehensible as I am a school counselor. I had been a customer with Caliber since I owned my place. I have payed my bills on time and even follow up to make sure my takes and insurance is paid on time by Caliber. I was never a risk in the process.

I have a XXXX XXXX XXXX with documentation of conversations and emails. I would like to send that additional information.

Company response to consumer: Closed with explanation