Consumer complaint received 2017-05-04
Company: Caliber Home Loans, Inc.
State: WA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Hello CFPB, I keep having major management issues wit h Caliber Mortgage. This time last year Caliber sent multiple letters telling me that if I did not provide my personal coverage proof of insurance that Caliber would take out insurance on my behalf and charge me for it. I had called and gone many rounds with Caliber and they could n't get into their heads that the HOA has full coverage insurance that covers the rebuilding of my townhome full to what the builder delivered it as. They had proof of that insurance and that binder was still good, but they wanted in addition to that coverage they wanted my own personal property coverage, which the CFPB indicat ed last year was not legally for them to demand of me as long as they have proof of building coverage that suffices the replacement of the home.     This year I get the same nasty letter stating that if I do n't show proof of insurance that they will again get coverage for me and charge me for it. When I spoke with  XXXX  a supervisor ( after being hung up multiple times because no one can seem to operate a phone, transfer a call and load knows me the customer is not supposed to request a supervisor EVER!!!  ) .  XXXX  told me the only coverage they had on file was my personal policy with   XXXX   and that they did not even show the  HOA  policy that I gave at closing and then again during last year 's same ordeal.  Caliber can go directly to the HOA and get proof of coverage at any time without my involvement at all ; but their notes never even showed the HOA coverage, the HOA name and contact information or the instructions that I sent to them last year showing ho w they can always validate coverage.      XXXX  tried to reach out to the  HOA this year and could not because he was not following their process. So I received the information and I could n't email it to Caliber. I uploaded the proof of insurance and the instructions for them to get this information directly from the HOA any day, any month without having to go through me. They do n't show that I 've uploaded and they are still demanding my personal property coverage when I 've stated the HOA policy numerous times. I truly do n't think anyone at Caliber had a head, a mind and can think outside of what they want. They can not keep demanding proof of my personal property coverage - and I refuse to give it to them given that the policy they truly need is the HOA insurance binder. I do n't w ant them knowing what I have covered and what I have in my house because they are such idiots that for all I know they will have someone go steal my possessions because they know what is in the house. This is such a bad company that has no idea how to treat customers, much less what should or should not be said and done to the customers. I truly wish they would just sell my loan and when I feel it is appropriate I will refinance this home into a decent mortgage company that understands even a fraction of these things.     I want the CFPB to forc e Caliber into act ually complying with laws, not asking/demanding insurance policies and binders they do n't need and forcing them to actually document properly what insurance they do need, where it is and how they can keep an updated binder without having to send nasty letters to me their custome r!      Thank you -  XXXX

Company response to consumer: Closed with explanation