Consumer complaint received 2018-03-26
Company: Caliber Home Loans, Inc.
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have filed a formal complaint with the CFPB ( # XXXX ) and will be seeking attorney representation for a potential lawsuit if this is not resolved immediately. My Homeowners insurance policy through XXXX was set to expire on XX/XX/XXXX, I have confirmed that Caliber Home loans sent the funds for renewing this policy as part of a bulk check that went out on XX/XX/XXXX.  Inexcusably, this allowed 5 business days for XXXX to receive the funds and apply them appropriately to ensure the policy does not lapse and the account is not frozen. On XX/XX/XXXX, with a Caliber Home Loans representative on the line, we contacted XXXX to see about expediting the funds application process. XXXX informed us that they still had not received the check, in the meantime my basement crawl space flooded with sewer water. I reached back out to Caliber Home Loans on XX/XX/XXXX and spoke with XXXX XXXX ( Employee ID : XXXX ), who claimed to be in the insurance department for Caliber Home Loans. Together we contacted XXXX again attempting to expedite the process so that I could file the claim for the sewage water. XXXX reasonably informed us that they must allow 30 days for funds from a bulk transfer to be dispersed at the loan level for insurance policies to be renewed. XXXX said there are no exceptions to this policy, XXXX XXXX informed me on a recorded line that the only option was to let Caliber Home loans write another check for the homeowners insurance policy to come out of my Escrow account. I declined and stated that I should not be penalized for the lack of timeliness displayed by Caliber Home loans in sending the funds 5 business days before the due date knowing the XXXX policy required 30 days to apply the funds. She repeatedly stated that there were no other options to get this resolved in a timely manner. I said that I refused to deal with the inevitable escrow shortage issues that would arise due to the carelessness of Caliber Home loans during this transaction to date, I pleaded with XXXX to transfer me to her superior. She declined only to say that he was out of the office, that I could leave a message and she could put in a request for a call back within 2 business days. As this is a serious issue and time is off the essence this was not a satisfactory resolution. The call ended and XXXX XXXX stated she would call me back within 1 hour ( by XXXX XXXX ) to provide me corporate complaint phone number and email address to get this resolved. Since then she has not contacted me back and is not answering my calls to her direct line. 

After numerous attempts to contact XXXX XXXX and her absent supervisor XXXX XXXX, I attempted to call Caliber Home loans customer service to be transferred to another insurance representative. That is when I began speaking to XXXX ( Employee ID XXXX ), XXXX refused to transfer me to the insurance department until I stated when I would make my XX/XX/XXXX payment. He stated that because I was delinquent I had no right to speak to another department until his collections documentation had been completed. XXXX continued to lecture me on mortgage payments and made multiple rude comments about my age which I found to be inappropriate, unprofessional and potentially illegal based on the fact that age is not permitted to impact your servicing of my loan. Once I answered XXXX inappropriate line of questioning I was transferred to his supervisor XXXX XXXX ( Employee ID XXXX ) who informed me that Caliber Home Loans did not employ anyone by the name of XXXX XXXX or XXXX XXXX and that there was no insurance department within Caliber Home Loans to transfer me to.

Company response to consumer: Closed with explanation