Consumer complaint received 2017-05-30
Company: Caliber Home Loans, Inc.
State: IA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Copy of Email to Caliber Home Loans : I have called. I have sent message via your secure Message Center. I have sent emails. The last communication I had, I was guaranteed that someone at a Manager/Supervisor level would contact me Im still waiting. I have continued to request information in a format that I could actually use instead of a big form letter and printout of my payment history, yet that is all I continue to receive. Things to note : I have never received a communication regarding a change in my monthly payment amount although it appears to have changed Documentation pulled from the Caliber Website doesnt match what I received in the mail on paper I can assure you that the payment amounts and dates on your records were never sent in those amounts or on the dates recorded. Therefore, I assume that you dont really track the actual payments, only your application of money while you continue to Curtail, keep unapplied funds, etc. At some point, I set up Auto-Pay from my bank account on a semi-monthly basis. At that time, I was required to be paid a month ahead and was told that this would make it so that my payments applied correctly, which they never have since. I have been charged fees, had negative information sent to my credit report, and continued to have issues since. At this point, I have cancelled the Auto-Pay and will pay on a monthly basis once the account is corrected on the Caliber side, all payments are applied correctly, all fees refunded, and all derogatory information corrected with the Credit Bureaus. I am requesting that all of this take place within the next 7-10 working days and that I receive confirmation in writing via email and postal mail. I have since figured out that your system really cant handle the split payments and that this is the cause of the issues on my account. Better late than never, I guess for a long time, I didnt even realize what was going on because I had started out ahead, and the payments were coming out as expected. It wasnt until I started getting all the notices of my payment being past-due that I figured out something had gone wrong. I even spoke with someone who said they would fix it and there were a few late fees, etc. reversed, but I now know that if I continue to try and pay on a semimonthly basis, this will keep happening. I need you to correct my account ASAP and then I will handle the payments monthly myself go-forward. I combined the paper history I received with an extract of payments from your website ( could only go back to XXXX of XXXX ), and my own records to come up with the summary below. I have a detailed spreadsheet of all of this information and have sent it more than once to Caliber with not so  much as a reply. If someone needs this information after reviewing my email, I can provide however, you shouldnt, and I shouldnt have to continue to do your work for you. Instead, you should just make the corrections I am requesting and let us all move forward without more time wasted on this item that Im sure is small in comparison to the rest of your book of business. At this point, I am not asking for any additional compensation for my time and for the frustrations I have encountered but if this continues to drag out and I am forced to spend even more time on it and possibly even involve an attorney, etc. then I will do so. I have no desire for this to get any uglier than it already has. I just want you to XXXX/true-up my account and let me stop stressing over this! My loan began in XXXX of XXXX with the first payment made by me to Caliber starting in XXXX of XXXX. Prior to that, there was a Loan Transfer from the previous mortgage owner, I assume. That means that, if you include this month ( XXXX, XXXX ), there have been 31 months of payments due. My original monthly payment was {$2000.00} and from what I can figure out from all of the documentation, this amount lasted for at least 15 months. After that, your payment history gets very confusing beginning in XXXX of XXXX until XXXX of XXXX when I can see the regular semi-monthly payments totaling $ XXXXmonth start. Therefore, my numbers could be a bit off but I even slanted things toward the higher payment and assumed 15 months at {$2000.00} and 16 months at {$2200.00}. This is generous and probably not exactly correct, but with all the changing amounts being applied to Escrow, Principal, etc. there was no way for me to know for sure what the payment was supposed to be for each of those months. Using the payment amounts above, the total payments that should have been made for the duration of the 31 months is {$66000.00}. As stated on your website, my monthly payments should be applied to Principal, Interest, and Escrow only. Taxes, Insurance, etc. would come out of the Escrow account. I based the final numbers on your paper report, because my bank account and the Caliber online system could only go back so far. Depicted in the table below, you can see that my payments total {$63000.00}. If you add in the initial Loan Transfer for the month of XXXX, XXXX then the total payments received are {$64000.00}. I also added back in the credits for the net fees I have been charged due to Calibers errors for a grand total of {$66000.00}, which is {$13.00} MORE than my HIGH estimate of monthly payments for those 31 months. Any of the payments that were applied incorrectly, held so that you could make money on the float, or put toward fees need to be re-directed to my Principal, Interest, and Escrow as they should have been in the first place. Once complete, I will pay {$2200.00} for the month of XXXX, XXXX. Additionally, all negative information on my credit report needs to be reversed immediately so that I can re-finance this mortgage and hopefully change mortgage companies to somewhere that wont give me migraines. I would think that my payment would be adjusted as amounts in Escrow, taxes, etc. change but have never received information regarding this. If I have the monthly amount incorrect, please let me know. Currently, your website is showing the monthly payment as {$2200.00} with {$1400.00} going toward Principal & Interest and {$750.00} to Escrow. Interestingly, the Escrow amount went from {$570.00} to {$830.00} for about 5 months, and then to {$750.00} in XXXX XXXX XXXX. That is confusing too, but even more so the fact that the amounts to Principal & Interest fluctuate almost monthly throughout the life of the loan. I am beyond trying to make sense of it at this point and am a fairly intelligent person so doubt that I am the only one that is confused. I also dont care if the only way your system works with split payments is to curtail, apply to unapplied, apply fees, reversals, etc. Had I known that was the case, I would have never set up my payments in this manner and now Caliber needs to go back as if payments were made in the full monthly amount on time for all months back to XXXX XXXX. I also have a very busy job, travel frequently, and am in client meetings often. That being said, I would greatly appreciate just a quick confirmation that you got my message, have done as asked, and that I can log into your website to confirm that my account no longer shows ANY past due amounts. I also ask for written verification of your communication to the Credit Bureaus stating that any negative information was in error. However, if you must drag this out further, I would also ask that you send as much communication as possible through email so that I dont have to continue sitting on hold or trying to explain things once again over the phone. Monthly Payment Amount :

Company response to consumer: Closed with explanation