Consumer complaint received 2017-10-26
Company: Caliber Home Loans, Inc.
State: CT
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
My mortgage Company, Caliber Home Loans, refuses to accept on-line, over the phone or a regular check payment from me for the next 12 months or longer ( if they decide ). I must make certified bank payments to them for the next 12 months. I had initially had made on-line payments and then changed to an Auto-pay plan where they directly withdrew funds from my checking account. I was trying to get in good standing so that I could re-finance. In XXXX 2017 I had trouble with making the payment on automatic withdrawal date and called Caliber Home Loans to try to change the date or cancel the auto payment so that I would not have over draft fees or situation. The company representative said they could do that and I could send a check in with a late fee or make my payment on-line. Unfortunately, they attempted to withdraw the funds anyway and I was charged an overdraft fee by my bank and the bill was not paid. I called the mortgage company and they told me there was nothing they could do about it, it had been too late to change the date when I requested it. They told me the only option I had was to pay the amount owed. They proceeded to resubmit the automatic payment again, and again, even though I had asked them not to. I spoke to the bank and they said the only thing they could do was a " stop payment '' for Caliber home loans to avoid further fees. I asked if this would affect future payments and the bank said it would for 30 days. They stated I could get a bank check to pay the mortgage in the interim. I did that. The next month I attempted to pay my mortgage payment on line but they would not allow it. I sent a check in the mail. The check was returned. ( after almost 30 days ) I thought this was because of the stop payment, but it was n't. It was because the mortgage company wanted a bank check due to the stop payment on the automatic payment and they considered that a " returned '' check. I called the mortgage company a number of times when the funds were not credited to my account and they did not tell me they were returning my check in any of the conversations. They stated they " had not received '' anything from me. I then went back to my bank and asked if they could assist me in the situation and they recommended I make my payments through their -on-line Bill pay. I explained I needed proof that the funds were sent and that Caliber needed a bank check. They said they could do this. We tried this and again Caliber refused the check, but instead of informing me they could n't accept the payment from XXXX XXXX, they said they " did not receive '' a check from XXXX XXXX. In order to fix the situation I have had to pay additional funds every month to have ( double payments ) certified funds AND proof that I sent the funds. I now have late payments for XXXX, XXXX, XXXX, XXXX, XXXX. I paid all late fees and bank fees for certified funds, I have additional mailing expenses and this is unfair. I believe Caliber Home Loans has acted fraudulently by telling me they would not withdraw the funds and could stop the automatic payments in XXXX. I believe Caliber Home Loans has acted fraudulently by not informing me that they physically received my attempted payments ( and held them ) for more then 15 days, by not informing me that I had to have certified funds on the VERY XXXX occasion they refused to accept my check in XXXX. I believe they are intentionally causing a difficult situation for me to pay them in order to keep me from refinancing with another mortgage company and to possibly put me into a state of foreclosure. I have tried to be as compliant as possible and they have done their best to make things difficult. The only way I can get back in good standing is to make 2 Certified Bank payments in XXXX, not to catch up, but to be ahead 1 month so I wo n't incur any late fees while they take their time receiving and processing my certified funds sent with XXXX tracking with Signature.

Company response to consumer: Closed with explanation