Consumer complaint received 2020-04-24
Company: Caliber Home Loans, Inc.
State: LA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Early XXXX, 2020, I received a notice from Caliber Home Mortgage, my mortgage company, that my mortgage payment would increase from {$2400.00} to {$2600.00}. This is an increase of {$180.00}. I called the Mortgage Company immediately to inquire about why my mortgage payment would increase. The representative said it is because my Escrow Account is short {$1300.00}. At this time, I asked why is the Escrow Account short? She stated that a check had been mailed to me by the Mortgage Company and that I had cashed the check. I replied and told her that I have never cashed any checks that have been sent to me by my mortgage company. I also explained that if I have ever been mailed a check by them, I would immediately place it in an envelope and mail it back to them. 
This was the first of many lies that my family and I were told by Caliber Home Mortgage as we worked day in and out, conversation after conversation even being hung up on several times as an effort by the mortgage company to get rid of us and not help us get this issue rectified. While working on this issue, I decided to call my Home Owners Insurance Company, XXXX XXXX Insurance to seek direction. My insurance agent was able to pull my file, where she discovered errors that could have caused this Escrow Shortage and she was eager to get on the phone on a conference call with myself and the mortgage company to go over what she discovered. My insurance agent noted that there was a discrepancy with a check in the amount of {$1500.00} that Caliber Home Mortgage claimed had been paid to XXXX XXXX Insurance on a bulk check with several other consumer Home Owner Policies for my Home Owners Insurance but in reality, XXXX XXXX had never been paid by Caliber Home Mortgage for my Home Owners Insurance policy. Not only had XXXX XXXX not been paid but it shows, according to XXXX XXXX records that there were additional errors that had been made regarding payments on our behalf. XXXX XXXX along with my wife, I and Caliber Mortgage, got on several recorded calls together and as we spoke together with Caliber Home Mortgage, Caliber Home Mortgage acknowledged to us that an error was made on their part and that we should receive a deposit back into our escrow account of {$1500.00}. They promised that this would be resolved and to reach back out to them to confirm. Well even after acknowledging their error over and over, my family has been taken on a long goose chase regarding this and now when we call our mortgage company, they hang up on us repeatedly, won't allow us to speak to a supervisor and refuse to honor their word and resolve this issue. One of the young ladies that said that she was not going to stop until she got this resolved named XXXX XXXX refuses to speak with us now. She puts other representatives on the phone to give us messages. We are not being helped and are being discriminated against. We are consumers that honor our word and have never made a late mortgage payment since we have owned our home for 5 years. We have never been late on any mortgages that we have had. Caliber Home Mortgage is attempting to raise our monthly payment for something that is their error and keep monies that really belong to us as the consumer. This is illegal. Also, my Insurance agent asked them to send over a copy of the check in question of the {$1.00}, XXXX that was supposedly mailed to them to cover our Home Owners Insurance Policy. Caliber emailed a check copy that was not the correct check and refused to email the correct check or any proof that shows that they are being honest and honorable. Caliber has taken months and has not helped us as of today XX/XX/2020 and now they are demanding that our house payment be increased. Every phone call that has been made to Caliber Home Mortgage, they come back on the line with a different story to support their frivolous claims of why our Escrow Account is really short. Interestingly enough, they admit that they made a mistake and then put us on hold for extended periods of wait time trying to come back on the line with another false explanation in an effort to start the rat race all over again. We have contacted them regarding this and they have literally told us that although they have spoken to us regarding this, they have no notes at all on their computers regarding any of this on our account. You know this is not right and it is a lie. To have many recorded conversations with a consumer and have no notes regarding what the conversations were about, what compliant was filed and how it was resolved. 

They tell us what we want to hear to get us off of the phone, they don't call us back as promised and when we call back to inquire about the status of our complaint, they act like they have no clue what we are asking about and start all over again with the games. They tell us to hold for a supervisor, we hold for 45 minutes and they hang up on us and we have to start all over again trying to get through and spending sometimes literally all day been tossed to and fro from person to person and hung up on. Our insurance agents has all of their copies and every conversation recorded. We are simply trying to get this resolved so that we can move forward but we will not roll over, play dead and be taken advantage of. This case is just our case. Imagine the other families that were too busy working everyday or trusted the system and took their word and never did their own investigation. These companies are ripping us off. We want justice!

Company response to consumer: Closed with explanation