Consumer complaint received 2019-02-01
Company: Caliber Home Loans, Inc.
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This concerns repeated claims by Caliber Mortgage Company that I have not made payments, even though I have had repeated lengthy phone conversations with Caliber, and have repeatedly paid amounts that they requested, and followed their instructions. Here is a history of my conversations with Caliber representatives, the claims and promises made during those, and what happened as a consequence of those conversations : XX/XX/XXXX. Conversation with XXXX - Teller ID XXXX XX/XX/XXXX XXXX  said that I had not paid escrow - we determined that this was because taxes paid at closing that should have gone to Caliber at closing was sent to the County. 
XXXX quoted an amount for escrow of XXXX - XXXX, insurance increase, and cushion. 
He sent me a form to use to make sure that a paymwnt went to escrow. 

Using this form, a check for XXXX was sent to Caliber. 

XX/XX/XXXX Talked with XXXX Teller ID # XXXX This was in response to a claim by Caiber via letter saying we owed {$430.00} additional to the {$2200.00} paid for mortgage. 
It turns out that {$4800.00} payment by me was not applied to escrow by Caliber. XXXX has now done that. 
XXXX says if we pay {$2300.00} on XXXX XXXX we will be square. 
XXXX will call me to tell me why the payment went up from XXXX to XXXX ( approx. {$28.00} ). 
XXXX never called back. 

XX/XX/XXXX. Talked with XXXX - Teller ID # XXXX XXXX was responding to letter saying we are delinquent - that {$2700.00} is due. XXXX says that there is now a {$95.00} late fee total due {$2800.00}. 
After reviewing the conversations above, XXXX agreed that the notes under XXXX above were in the Caliber notes for this mortgage. XXXX agrees that XXXX has said she got escrow in right place and that payment was to be {$2300.00} XXXX Tried to see if XXXX was available. She was not. XXXX was going to hand me to a manager. None was available. He agreed to have someone call me back. He created a task for that to happen. 
But then XXXX decided via some internal correspondence he was having/advice he was getting - that if Caliber did a escrow analysis that everything would re-calibrate and the problem would go away. 
XXXX told me that XXXX Teller # XXXX agreed to get this straightened out. XXXX said that he had created a task, and She will have this straightened out in 5 days. 

XX/XX/XXXX. Talked with XXXX Teller ID XXXX. XXXX, says that Payment adjusted on XX/XX/XXXX new payment : {$2300.00}. XXXX says that XXXX and XXXX delinquent. ( Payment checks were made to Caliber and cleared on XX/XX/XXXX and XX/XX/XXXX ) XXXX said {$1700.00} was applied to principal and that the payment on XX/XX/XXXX ( XXXX payment ) not allowed because payment was a few dollars less than what Caliber says it should have been. But the payment was cashed by Caliber. I  requested a manager - After around 10 minutes, XXXX passed me to XXXX. ID XXXX. XXXX is a escalation specialist. 
XXXX tells me that Taxes in XXXX were XXXX. Then taxes went up to {$4100.00}. Notice on this was sent to the property address, not my mailing address - even though XXXX says the file is clear on my mailing address. XXXX spent 15 minutes reviewing this with no conclusion as to what was/had happened, then agreed to call me back ( call ended around XXXX XXXX MST ). 
There was No call back by XXXX XXXX MST. I sent email via the website around XXXX XXXX requesting that XXXX call me back. 

Caliber continues to call me claiming that I am delinquent, but, after review, says that payments were not applied or that there is some other reason that they claim my payment was not accepted - and that they will straighten everything out. Still I continue to receive calls or letters saying I am behind. I have made all payments as instructed by Caliber representatives, and a mortgage payment that is the correct amount according to information from Caliber representatives. Payments have been made at the first of each calendar month since the onset of the loan. Twice Caliber representatives have said they would call me back, and have not. Caliber reps repeatedly tell me that they will tell me why mortgage payments are raised, but with the exception of XXXX on the call on XX/XX/XXXX, they have never been able to do so.

Company response to consumer: Closed with explanation