Consumer complaint received 2018-02-28
Company: Caliber Home Loans, Inc.
State: VA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Complaint against Corporate Headquarters of Caliber Home loans XXXX XXXX XXXX. XXXX, TX XXXX XXXX, TX XXXX On theXX/XX/XXXX I contacted Caliber home loans to inform the mortgage company that I was XXXX XXXX XXXX and XXXXl and had signed and approved documentation from the Commissioner of the Revenue 's Office. I was told to fax my document to the tax branch at Caliber Home Loans which I did immediately. I later went to the website and enrolled since I just bought a brand new home through XXXX XXXX which they sold to Caliber. After enrolling I sent a message online through Caliber 's Messaging System and attached a copy of the Document that I received from the Commissioner of the Revenue. After two days I called Caliber and was hung up on for no reason because I asked ask about my Exemption of Taxes. I called back and spoke with someone else whom seemed to get the information flowing so I thought. The person that was suppose to process my documents said he called and talked to " XXXX '' and she said I was not exempt and not to process my documents. So the Caliber agent called The Commissioners office to talk with XXXX XXXX Who is the Senior Administrative Executive to the Commissioner. She said on the phone that I was exempt and I will pay {$0.00} in any tax for my home. We hung up and I talked to a woman supervisor in the Tax Branch at Caliber and was promised to have it completed on Monday the XXXX of XXXX. Well today in Tuesday the XXXX of XXXX and I have been hung up on denied to talk to Supervisors and can not talk to anyone but agents that do not want to process my exemption because it doesn't have a dollar amount. They said it was Policy and I asked for a copy of the Policy and was told they don't have email accounts. Today I have made multiple phone calls to get someone to process my exemption as my Mortgage is due on the XX/XX/XXXX. Nobody at Caliber will assist me or let me speak to a Supervisor. I do feel discriminated against because I have never been treated this way before I was XXXX. I served in 15 months of XXXX with a XXXX XXXX 2 XX/XX/XXXXXXXX and a XXXX XXXX. I have been XXXX XXXX   Multiple times and XXXX  at almost everyday for 15 months. My injuries are forever and the stress that this puts on my family is just about overwhelming. There isn't one person at Caliber Home Loans that cares about XXXX veterans. I had an employee at Caliber say XXXX Your Service before he hung up. Who does that? My XXXX XXXX XXXX Saved my life and was awarded the XXXX XXXX XXXX that I wrote. On my way home tonight Caliber called me and said mine name and my wife 's name and said I can save you money on your mortgage as I hear people in the back ground and pool balls being broken with music in the back ground. Another thing is Where is there headquarters is it in XXXX Texas or XXXX Texas? I don't know what's going on at Caliber but its not fair to me my family, XXXX veterans like myself or be treated this way at all for anyone. My Mortgage is due on the first and my mortgage company will not accept my Benefits for being Tax Exempt and I feel that if I pay my Mortgage I won't get that money back to put toward the principle or even in the escrow. My Taxes from the County of XXXX was back dated and I probably won't get that back either. I feel that Caliber home loans won't process my Real Estate and Property Tax Exemption Document because I am a XXXX veteran. Why can't I talk to supervisors. Why don't they have emails? They don't have direct lines. When you look up this company you won't find specific departments you get a XXXX number to call and they route you around until you get sick and won't call back. I had a XXXX XXXX tonight after dinner because of the stress the Company has put me through. Dealing with this has probably caused me more ailments than I already have. Bottom Line, is I am XXXX XXXX XXXX and XXXXl I have Documentation that I provided to my County and then provide the Tax Document to the  Mortgage Company. This is insane.

Company response to consumer: Closed with explanation