Consumer complaint received 2018-08-18
Company: Caliber Home Loans, Inc.
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/2018 we closed on our house. I signed a piece of paper in our closing paperwork agreeing to make a payment by XX/XX/2018 in the amount of {$1100.00} of which I paid on XX/XX/XXXX. I received a statement in the middle of XXXX from Caliber home loans that stated the next payment wasn't due until XX/XX/2018. I received another statement in the middle of XXXX that stated once again that the payment wasn't due until XX/XX/2018. I received monthly statements in the middle of XXXX, XXXX and XXXX that all stated our monthly payment was {$1100.00} of which all were paid on time. At no time did it ever say we were behind on any payment as you can see in the attached statements. We were always current up until XX/XX/2018. On XX/XX/2018 I received an email that said thank you for your payment on XX/XX/XXXX. Since I hadn't made my monthly payment yet I logged online to follow up and that's when I noticed that we had a bill for {$2300.00}. I then called Caliber 's  customer service line and was told all of a sudden that I had always been paying a month behind. Upon further research I noticed that as of XXXX all of our payments had been reversed and applied to the month previously as shown on the attached payment history. I also discovered the maturity date had been changed on the bills from XXXX to XX/XX/XXXX, which at no time did anyone request this change. I spoke with a supervisor who advised me to send in a dispute letter. Later on that same night I called back to follow up and was advised to make our same payment of {$1100.00} until they could investigate the problem. After not hearing anything, on XX/XX/2018 my girlfriend of whom is also on the loan contacted Caliber Home Loans customer service and was told the dispute department received our letter the day before. We were advised to give it more time for investigation. Later on during the day both of us received notifications that our credit scores had dropped considerably due to 30 day late payment on our mortage. Then again on XX/XX/2018 we contacted caliber home loans customer service once more. At this time the representative advised us that on XXXX an error had been found on the account and was fixed which was causing us to be 30 days behind so we asked to speak to a supervisor who admitted there had been an error corrected but was unable to explain why it had taken 4 months to catch. She then stated that our payment of {$1100.00} paid on XX/XX/2018 was applied to XXXX bill instead of XXXX bill which explained why we were a month behind. The only solution offered was a payment plan or waiting for further investigation to be done from our dispute letter. We were then transferred to the collections department who offered repayment added onto each month for 3 months or payment in full or we could also wait for a resolution from our dispute letter however she indicated errors in the transaction history, but at no point was the damage to our credit scores acknowledged. As this time I stated I was going to file a complaint and contact my attorney. When our attorney contacted customer service within 10 minutes of the last phone call, she was unable to speak to a supervisor. Our attorney was advised that a representative from Caliber Home Loans legal department would be contacting her the next day, XX/XX/2018, via telephone. As of today, XX/XX/XXXX, our attorney nor us have been contacted by the legal department. We did however receive a letter in the mail stating we are 2 months behind even though our XXXX payment was paid on XX/XX/XXXX which is within the 15 day grace period. Upon looking online we see that XXXX 's payment was paid to XXXX.

Company response to consumer: Closed with non-monetary relief