Consumer complaint received 2017-12-08
Company: Caliber Home Loans, Inc.
State: WA
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Step 1. The complaint is about 2 issues. Issue number 1. Delinquent taxes that Caliber had not paid from XX/XX/XXXX through XX/XX/XXXX that carried over through XX/XX/XXXX. Issue number 2. Since I could no longer refi my house using the VA streamline with the company I initiated the process, I tried to refi with Caliber Home Loans my existing lender. The problem was Caliber took so long at least 37 days to send my delinquent taxes to XXXX County Tax office, the rate that was offered to me was no longer available. I could not afford to bring the {$4000.00} to the closing table and pay my own taxes, so my refi did not go through. 
During all this time I received several calls from Caliber Customer service telling me they received a payoff request and they wanted to see what they can offer. I told one lady I was offered 3.25 % and we were waiting to close. So one department does not consult with the other knowing my taxes were delinquent. 

Step 2. It took almost 37 days for Caliber to pay my back due taxes. On XX/XX/XXXX I called Caliber tax Department ask them to send in my taxes to XXXX County Tax office in an overnight package. This did not occur, they sent the checks via U.S. Mail when I asked for the checks to be overnighted. On XX/XX/XXXX I was notified that there were late fees and penalties that had been accrued and were not my fault but will be paid for by Caliber. After a week of contacting XXXX County I called Caliber back and discovered that the checks werent actually sent until XX/XX/XXXX. It took Caliber 10 business days to make a decision about paying penalty fees, and then the checks were sent U.S. Mail. I was told that by their customer service in the tax office that the checks would arrive in plenty of time before XX/XX/XXXX and be posted to XXXX County Tax office. I do n't know who made this idiotic decision, because it cost me my refi and having my payment increase. 

Step 3. It took Caliber 10 days to approve the penalties and fees before they actually sent the check for taxes and fees with no tracking number, no registered mail, or no way to located the package. By XX/XX/XXXX still no checks have arrived. By now half of my day is spent on the Phone on hold with the XXXX County Tax office or on hold with the Caliber tax office waiting to speak with a supervisor after being transferred several times and having to first identify myself and property address, then explain the whole failed attempt of having my taxes paid. Each time being reassured that checks would post on time. 

By now my refinance is on hold because the past dues taxes have not been cleared. This would mean I would have to bring {$4000.00} to the closing table and pay for my own taxes in order to move forward on a VA loan. My loan could not be locked because of this tax delay and rates kept getting worse. On XX/XX/XXXX I spoke to another supervisor who agreed that the checks should have been overnighted from the beginning. By this time the checks could not be located and there was no way to track their location. The taxes with fees were due in full for XX/XX/XXXX and XX/XX/XXXX this time both showing as delinquent. 
A new set of checks had to be reissued and sent overnight to XXXX County Tax office. Again I was reassured by XXXX XXXX that the checks would be sent to the county and the fees would be applied on time. The checks did finally arrive at the XXXX County tax office. However, the taxes were still showing delinquent as of XX/XX/XXXX. It was then brought to my attention that on XX/XX/XXXX, the late fees and penalties were being rejected by the county. So I then had to call the county and ask why? Then I had to call Caliber again to ask about the fees being rejected which took place on or about the XX/XX/XXXX. During this time, a supervisor had the audacity to say that another check was made out for the late fees and was sent by U.S. Mail again. So even though this was a time sensitive issue and the Caliber tax department knew of my situation trying to refi my home and needing the taxes cleared, they sent the penalty check by US mail with no tracking number again. 

Step 4. Caliber Home loans is the Company involved.

Step 5. Any names of Supervisors that I spoke to are logged in their system at the tax department. THey can not lie about any of the incidents that took place because every call was recorded, and phone call logged with notes. I do recall speaking to 3. XXXX XXXX from the tax department. XXXX XXXX from the Refi department. Clints immediate Supervisor, and finally XXXX XXXX from Customer service at Caliber. 

In conclusion, Caliber Home loans has shown complete disregard for me as a customer and for my basic requests of having my delinquent taxes overnighted or matching or beating the rate that was offered to me when I was in the middle of my refinance. There were several requests to have the taxes overnighted to avoid further delays in closing my loan and accruing any more late fees for my delinquent taxes. To add further insult to injury the late fees were sent again on XX/XX/XXXX via U.S. mail without any notification from Caliber nor phone call. At this time my taxes were already showing over due again for XX/XX/XXXX and XX/XX/XXXX. Only with the threat of a complaint filed to the CFPB by me did they cancel the checks already sent out and Overnight them to XXXX County Tax office. 
Caliber exhibited very poor communication throughout this entire ordeal. It has been 1 week and XXXX XXXX has still not called me back to tell me what she discovered in her investigation of the situation. 

The only time someone from Caliber called me about my Delinquent taxes was on XX/XX/XXXX. When the 2nd set of checks was finally overnighted to XXXX County Tax office. This was 3 days prior to the delinquency date of XX/XX/XXXX. Even though the checks were sent, they were late and the penalty check was rejected and my taxes could not be cleared. This is when a decision was made to have another check sent to clear the penalties but again it too was sent U.S. mail. The other calls I received were from the Collections department asking me when am I going to make my payment? I also received a call from client retention telling me there was a payoff requested on my account and asked me what could they do to offer, even though I had spoken to XXXX XXXX on XXXXX XXXXXXXXXXXXXXXXX/XX/XXXXX/span> they still tried to offer a refi even though I was told they could not do this. 
Damages done to the Consumer, 1. My payment is going to increase due to insufficient escrow that Caliber home loans caused and placed the cost on me the consumer. This will affect my loan throughout the life of the loan over 30 years. 
2. My refinance into a lower rate did not occur due to Calibers mishandling of my delinquent taxes. I could not afford to bring {$4000.00}. To the closing table and make my regular payment of my refi. I lost my rate of 3.25 %. 
3. When I contacted Caliber with and sent them my Loan coast estimate which I started in XX/XX/XXXXXXXX in order to close by XX/XX/XXXX. I was told It was too old at that time. My rate cold not be locked with {$4000.00}. Being brought to closing. Caliber would not offer to Match my rate at 3.25 % nor beat it even though they held my Escrow account and the closing costs would be very low since they are servicing my loan. They could have easily matched the rate and made up for the lost time and emotional stress they put me through for he last 2 and half months in dealing with them while still making my payments.

Company response to consumer: Closed with monetary relief