Consumer complaint received 2020-08-22
Company: Caliber Home Loans, Inc.
State: DC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My current mortgage is financed by Caliber Home Loans. Since interest rates have lowered, I found it to be in my best interest to re-finance my mortgage. On XX/XX/XXXX, I reached out XXXX XXXX, a Senior Loan Consultant, to inquire about re-financing. On XX/XX/XXXX, I completed and signed a " welcome and mortgage disclosure for loan # '' contract sent by Mr. XXXX. Later that day, Mr. XXXX sent an email stating that they were excited to get started with my new loan, but that they needed a copy of the most recent mortgage statement for my other property. I sent that statement to Mr. XXXX later that day. 

On XX/XX/XXXX, Mr. XXXX sent a Mortgage Loan Disclosure. I sent a follow-up question regarding the amount that I will need to bring to closing. Mr. XXXX responded stating that I would receive a lot of emails during the closing process, but that were simply sent out for compliance purposes. Additionally, he stated that I would not need to provide any cash to close. 

On XX/XX/XXXX, Mr. XXXX sent an email confirming that my file has moved forward. He stated that my assigned processor would contact me and walk me through the rest of the loan process, and that my assigned processor would be my sole contact until closing. On XX/XX/XXXX, another mortgage loan disclosure was sent to me. 

On XX/XX/XXXX, Caliber sent an email to its customers explaining that re-financing would take " a little longer than normal '' to re-finance my loan. On XX/XX/XXXX, the first appraisal was completed by Mr. XXXX XXXX of Suburban appraisal associates on my home for the re-financing process. I believe that I paid {$200.00} for that appraisal, the fee is listed as {$600.00} on the report. 

On XX/XX/XXXX, I reached out to XXXX to ask about the status of my loan, to inform him that no one had reached out to me to continue with my refinance application, and to express my concern to have my rate locked. That day, XXXX responded that they were experiencing high volume, and he included XXXX XXXX on the email to give me a status on my loan. He also noted that they showed my file as approved. 

On XX/XX/XXXX, I received an email from Ms. XXXX indicating that she was my processor, and primary point of contact. She explained that she needed additional documentation, specifically a Photo ID/drivers license, to verify my SS #, a Letter of explanation sent through Docusign, and contact information for my condo association. On XX/XX/XXXX, I sent XXXX that information. On XX/XX/XXXX, I received a revised mortgage loan disclosure. On XX/XX/XXXX, I sent Ms. XXXX an email asking if she had any idea when I'd be able to close. Later that day, she responded that she did not have an estimated closing date, but that I provided my condo association contact, and that is normally the piece that takes the longest to complete. On XX/XX/XXXX, I responded to Ms. XXXX informing her that if she could not get information from my association contact, to just let me know. I let her know that my condo had only 4 units, so I could provide information if the condo manager couldn't. 

On XX/XX/XXXX, I received a D.C. mortgage commitment form from XXXX. Later that day, I received an email from Mr. XXXX informing me that I had a closing disclosure that needed to be completed ASAP. Mr. XXXX indicated that the disclosure needed to be completed that day so that my closing appointment on time. He indicated that the numbers were not final, and that my file was still being adjusted. I completed that document that day. 

On XX/XX/XXXX, I emailed XXXX and asked for an email update. He forwarded my request to Ms. XXXX on XX/XX/XXXX. That Day, Ms. XXXX responded that she was unable to reach my condo association manager for the condo questionnaire to be completed. That day, I emailed Ms. XXXX asking her to send the questionnaire to me. I again explained that we are a small association of only 4 units. Further, I told her that our property manager is often busy with her larger associations, but that I could get whatever information that was needed. Ms. XXXX responded that she had to ensure that the questionnaire was done done by my association, and she stated that she re-sent the document. That day, I told Ms. XXXX that I would reach out to my condo association manager. 

On XX/XX/XXXX, I reached out to Ms. XXXX for a status update. Additionally, I asked if the questionnaire was the sole reason for the delay in closing. On XX/XX/XXXX, Ms. XXXX responded " Correct, we can't move forward without it. '' On XX/XX/XXXX, I received and completed a revised closing disclosure for my mortgage loan. Later that day, I received sent an email to Ms. XXXX informing her that the association manager had not received an email with the questionnaire attached. I asked Ms. XXXX to re-send. On XX/XX/XXXX, I sent a follow-up request to Ms. XXXX. Later that day, Ms. XXXX responded that she forwarded an email to the condo manager. On XX/XX/XXXX, I emailed Ms. XXXX, that my property manger confirmed receipt of the email, but there was no questionnaire attached. On XX/XX/XXXX, I emailed Ms. XXXX for an update. On XX/XX/XXXX, Ms. XXXX sent an email that she switched phone numbers, so that there is a full delay before voicemails show up in her inbox. She then attached a copy of the condo questionnaire. She stated that once the questionnaire was completed, sh could forward it to the processor on the loan. 

On XX/XX/XXXX, I sent Ms. XXXX and email informing her that the questionnaire said that it was for associations with 5 or more units, but that my association only had 4 units. I asked if there was a separate questionnaire that needed to be completed. She did not respond. 

On XX/XX/XXXX, I emailed Ms. XXXX and asked if she received the questionnaire, and CC 'd Mr. XXXX. That day, Mr. XXXX forwarded my question to XXXX XXXX. On XX/XX/XXXX, Mr. XXXX introduced himself as the processor working with my loan consultant. He stated that he would be the point of contact for the remainder of my application process. He then informed me that my previous processor, Ms. XXXX, " will be way fro a bit. '' That he would fill in. He then responded to Mr. XXXX, indicating that he just took over as the previous processor is out of office for a bit. He stated that he would see if there was anything else needed to get the loan going. That day, I responded to Mr. XXXX thanking him for the update. 

On XX/XX/XXXX, I emailed Mr. XXXX asking if he needed anything else to close the loan. That day, I received another revised closing disclosure, which included a Covid-19 attestation form. I signed this document. He also stated that he needed the condo questionnaire, and tax returns from XXXX and XXXX. I provided that information on XX/XX/XXXX, and Mr. XXXX confirmed receipt. 

On XX/XX/XXXX, I reached out to Mr. XXXX and asked for an update. That day, he apologized for not getting back to me sooner, and indicated that he was having system issue. He indicated that he would get back to me the next day to provide a status on my loan. I responded, that I looked forward to his status update. Since there was no update, I sent a follow-up on XX/XX/XXXX to Mr. XXXX. Later that day, someone named XXXX XXXX responded that they were assisting Mr. XXXX with my loan. XXXX indicated that I needed to provide a Covid Attestation Form, 2 month bank statements to meet cash close and reserve requirement of {$6700.00}, and a copy of my SSN. I responded to XXXX that I had previously signed a covid-attestation from, and I let them know that XXXX informed me that I would not need to provide any cash for closing. I asked for an explanation as to why that was changed. 

On or around this XX/XX/XXXX, I spoke with XXXX on the phone and explained that I completed the covid attestation. I informed them that I signed it on XX/XX/XXXX. They were unable to locate a copy in their system. On XX/XX/XXXX, I received two voice messages from XXXX XXXX. On the First message, XXXX asked for copies of my SS Card, Covid attestation form, and 2 months bank statements. Shortly thereafter, XXXX left another voicemail telling me to ignore the last voice message. 

On XX/XX/XXXX, I received a docusign from XXXX XXXX asking for me to complete a Covid Attestation form. I did not complete this, since I had already done so. I forward that to XXXX XXXX, asking Mr. XXXX if Mr. XXXX was an employee at Caliber. 

On XX/XX/XXXX, Mr. XXXX forwarded my question to Mr. XXXX. On XX/XX/XXXX, Mr. XXXX responded that he was out sick, but that two of his coworkers assisted on the loan, and that the only thing they were waiting for was an update copy of the HOI with the new loan number. He indicated that was requested as of the previous Friday. On XX/XX/XXXX, I thanked Mr XXXX, informed him that I had previously signed a Covid attestation form, and asked if I needed to provide anything else. 

On XX/XX/XXXX, I received another docusign from Caliber indicating that another appraisal was received in connection with my loan for {$150.00}. I was not made aware that another appraisal had been ordered, nor did anyone ask me anything about another appraisal. Additionally, no one else came out to my property after the first appraisal. 

Around XX/XX/XXXX, I called Caliber home loans to figure out what was happening with my loan. I wanted to know why this process had taken 6 months, where the second appraisal came from, and who XXXX and XXXX were as they were asking for information that was already provided, and information that was opposite to what Mr. XXXX stated. Customer service could not put me in contact with anyone who could help, but indicated that my issue was escalated. 

On XX/XX/XXXX, I emailed Mr. XXXX and XXXX, asking for a follow-up. I wanted to know if I needed to provide any information to close, why there was a second appraisal, and why this process was taking so long. I informed them that this process began in XXXX. There was no response. So I followed-up again on XX/XX/XXXX. On XX/XX/XXXX, Mr. XXXX responded that my loan is in review with underwriters. He explained that the process normally takes 24-48 hours, but that there may be a delay. He stated that he would reach out as soon as he is notified. On XX/XX/XXXX, I received another revised closing disclosure. With no answer to any of my questions, and with no explanation.On XX/XX/XXXX, I sent Mr. XXXX and Mr. XXXX another email asking why a second appraisal was ordered. There was no response. 

On XX/XX/XXXX, I sent another email asking Mr. XXXX how long my case has been with the underwriters. Additionally, I called Caliber 's customer service with my complaints. NO one has responded to my email, and customer service could not provide any answers. However, they indicated that they have escalated my issue. 

To quickly summarize, my re-finance process has taken 6 months with no end in sight. There was a second appraisal ordered and charged without any discussion with me prior to that appraisal, and there has been multiple unanswered emails and phone calls regarding my re-financing. Additionally, there have been changes as to who is handling my re-finance with no explanation or warning. Moreover, I have been asked to provide duplicative information on multiple occasions. Further, I have been paying the higher interest rate this entire time. I am concerned that they are dragging this out, because they would lose money on interest if I were to re-finance.

Company response to consumer: Closed with explanation