Consumer complaint received 2018-06-14
Company: Caliber Home Loans, Inc.
State: UT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Hawaii Tax Calendar Year XX/XX/XXXX-XX/XX/XXXX ->Prepay taxes Due XX/XX/XXXX XX/XX/XXXX-XX/XX/XXXX ->Due XX/XX/XXXX XX/XX/XXXX closed on a condo on Hawaii at which time I paid 2 months county taxes @ {$210.00} = {$430.00} to Caliber. I pay all my bills on time to Caliber in the full amounts they bill me for. 

As of XX/XX/XXXX, Caliber had not paid my XX/XX/XXXX-XX/XX/XXXX tax payment which was due XX/XX/XXXX. 

XX/XX/XXXX Caliber paid {$1500.00} which they stated was to cover XX/XX/XXXX-XX/XX/XXXX and was due XX/XX/XXXX. I called the state of Hawaii Tax Department and they said the payment was applied to XX/XX/XXXX but missing ( P & I ) penalty & interest fees totalling {$250.00}. 

XX/XX/XXXX, I noticed {$250.00} was taken out of MY ESCROW ACCOUNT and paid to Hawaii - it was listed as Tax Payment. Caliber stated that was a pro-rated part of XX/XX/XXXX payment. 
XX/XX/XXXX called Caliber to tell them that Hawaii updated the XX/XX/XXXX-XX/XX/XXXX tax bill to {$1600.00} ; Said to call back in 20 days and I told them no Ill be out the country then. I want an answer ASAP. Theyre escalating should hear back in 2 days. Never heard back. 

XX/XX/XXXX called, first they said {$1500.00} was mailed. Called again, they said {$1600.00} was mailed on XX/XX/XXXX. Called Hawaii and they havent received it ( 3 weeks later ). Called Caliber back, they said they sent it in error and had to retrieve the payment and resent on XX/XX/XXXX. 

XX/XX/XXXX - called Caliber and they said at closing taxes were short by {$250.00} they were notified about that and were delinquent. They said {$4.00} of penalty was charged which they charged back to closing/they paid it. I disagreed and the lady got angry and said she was going to hang up. 

XX/XX/XXXX - called Caliber and asked to speak with a supervisor. The CSR said indeed I shouldnt have been charged the {$250.00}, then put me on hold and then said it was for unpaid taxes at closing. I asked why Hawaii never had that on a statement for me and who paid the penalties & interest of {$250.00} then? He didnt have an answer. Said hed call back this afternoon once Hawaii is open and do a conference call. They didnt. 

XX/XX/XXXX - called Hawaii, they said NOTHING was due at time of closing. The first bill was due in XX/XX/XXXX and was paid late ( XX/XX/XXXX ) with P & I totalling {$250.00}. Hawaii said XX/XX/XXXX payment was just received ( late )  and P & I will be charged on that too. Called Caliber and spoke with XXXX ( Supervisor ) at extension XXXX. Said XXXX get the P & I money back in my escrow and follow up on the XX/XX/XXXX payment that no future late payments are taking out of my account. Should take 15 business days ( XX/XX/XXXX ) to complete and get caught up on payments. 

XX/XX/XXXX - Called and said I wanted loan recalculated and escrow closed because I no longer want them taking out my taxes since they cant seem to pay them on time. 

XX/XX/XXXX - received a letter they cant close my escrow because my last payment was {$210.00} short!! How can that be when they owe me {$250.00}??? They owe me since XX/XX/XXXX - thats 4 months theyve earned interest on MY MONEY! 

Numerous phone calls made since XX/XX/XXXX questioning why my taxes werent getting paid on time and why money was taken out of MY ACCOUNT for THEIR MESS UP and no one seems to be able to get me a straight answer or get MY MONEY back in my account!

Company response to consumer: Closed with monetary relief