Consumer complaint received 2022-02-12
Company: Caliber Home Loans, Inc.
State: OK
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX, I mailed a check in the amount of {$200000.00} which was for the XX/XX/XXXX payment with the remaining to be applied to the balance of the loan, as noted on the statement mailed with the check. Instead, Caliber Home Loans applied the funds to XXXX, XXXX and XXXX of XXXX. The remaining amount was applied to the balance of the loan, which is not what I requested. 

On XX/XX/XXXX, I called and was told they would reapply the funds as I originally requested. The Customer Service Rep also said that I could not payoff the loan with a regular check ; she indicated that a cashier 's check is required. I told her this fact was not noted on the monthly statements. She could not handle my request herself and said she would refer the request to another area and that it would take up to 10 days. 

During the week of XX/XX/XXXX ( I'm not certain of the exact date ), I called and was told that my previous request was cancelled. There was no explanation as to why that occurred. I asked to speak to a Supervisor, but the CS Rep said there was no one available. I asked for a Supervisor to call me back. The CS Rep asked me to hold while she took care of my request. She did not actually handle it herself, but stated that my request had been submitted to the appropriate area to apply the payment as originally requested. She indicated my payment would not payoff the loan. I asked for a loan payoff quote once the payment was corrected. 

In the first week, or so, of XXXX ( again, I'm not certain of the exact date ), I called again because no action had been taken and I had not received a payoff quote. I had also not received a call-back from a Supervisor. The CS Rep advised that the correction should be made by XX/XX/XXXX. 

On XX/XX/XXXX, I submitted a request in Caliber 's online service center and asked for my payment to be reapplied correctly. I also asked for a Supervisor to call me. 

An automated response was sent from Caliber on XX/XX/XXXX indicating that a " Senior Specialist '' or a " Manager '' would call back in 7 - 10 business days. 

I replied immediately on that same day, XX/XX/XXXX ( again in Caliber 's online service center ), indicating that 7 - 10 days was not acceptable given that I had already been waiting for a month for my account to be handled. 

An automated response was sent from Caliber on XX/XX/XXXX indicating that a " Senior Specialist '' or a " Manager '' would call back in 7 - 10 business days.

Caliber sent text messages to my phone on XX/XX/XXXX and XX/XX/XXXX, indicating that action was finally taken on the account. I checked the website and it showed my XXXX payment was applied but that it was 59 days late. The remainder was reapplied toward principal, but now a payment for XXXX was showing as past due. 

On XX/XX/XXXX, I called again because I had received no statement, no loan payoff quote... nothing. When I asked to speak with a Supervisor the CS Rep explained all of the following : only one Supervisor was working that day ; the Supervisor has too many other calls and is too busy to talk with me ; I'm not the only one that is experiencing problems ; and, they have a new computer system, so everyone has problems and they are overwhelmed with calls. 

I explained the issues to the CS Rep. She said she did see my previous request for a payoff quote and doesn't know why it wasn't sent. She indicated that I was provided incorrect information previously about a loan payoff and that a Cashier 's check is not required. There is a fee, though, as shown on the monthly statements. I told her that there is no mention of a loan payoff fee on the monthly statements. She gave me a payoff quote of {$960.00} and said it was good until XXXX ( not sure of the exact date ) ; however, she then said that the payment would need to be received by Monday, XX/XX/XXXX. She indicated that the reason they would need to have the payment by Monday is because XXXX 's payment of $ 1,200+ had not been received and that they would need either the loan payoff OR the XXXX payment by Monday. One or the other. ( Obviously, I chose to send {$960.00} to payoff the loan. ) She offered to provide wiring instructions ; but, because it was Saturday, I chose instead to overnight the payment ( guaranteed to arrive on Monday, XX/XX/XXXX ). 

My check for {$960.00} was cashed on XX/XX/XXXX. From what I can tell, however, the check has still not been applied and I have not received confirmation of the loan payoff, as requested. I have also not received a return call from a Supervisor.

I believe Caliber Homes has been quite unfair in the handling of my payments and in continuing to accrue interest on the loan after the date I made a {$200000.00} payment, which was the balance of the loan in XXXX.

Company response to consumer: Closed with explanation