Consumer complaint received 2015-10-26
Company: Caliber Home Loans, Inc.
State: NJ
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My mortgage was transferred from XXXX XXXX XXXX to Caliber on or about XXXX 2015. I called Caliber XX/XX/XXXX to make a payment and they advised me that they did not have my loan in their system yet and they would send me a welcome letter as soon as they did and not to worry about making the payment in XXXX of 2015. My fist payment with Caliber was made on XXXX XXXX, 2015, the next three were made on XXXX XXXX, 2015, XXXX XXXX, 2015 and XXXX XXXX, 2015 ( on these dates the funds were taken out of my checking account - see attached ). 
I received a statement for XXXX 2015 wherein they stated that I owed {$18000.00} in arrears. My husband, XXXX XXXX called Caliber to tell them they made a mistake as we had been making payments to XXXX XXXX XXXX without missing a month and Caliber offered to review me for a mortgage modification even though we were not behind in our payments. The Caliber representative refused to listen to my husband who at that point got so frustrated that he agreed to a modification. Caliber e-mailed us the application which we never filled out nor sent it to Caliber for review since we were promised that they were going to look into the payments to see which payments were not credited to my account as they could not tell us what months were missing. 
I called Caliber on or about Tuesday, XXXX XXXX, 2015 and spoke to XXXX, ID # XXXX to inquire about if they found the missing payments and XXXX advised me that before they could look into the account, I had to bring it current and pay the {$18000.00}. I had advised XXXX that they were supposed to be locating the missing payments to be credited to my account and she advised me that my modification request was denied. How in the world can they deny something that was never submitted. She went on to tell me that my husband admitted to having missed 3 mortgage payments which was a total lie as my husband admitted to having not paid the XX/XX/XXXX mortgage upon their suggestion. I was advised to e-mail supporting documents to show the payments were made and I submitted XXXX checks remitted by XXXX XXXX XXXX and my checking account transaction history showing 4 more payments made to Caliber. I called again on XX/XX/XXXX to find out if they had received the documents and I again was advised by XXXX, ID # XXXX that unless I brought my account current, they could not look into their mistake. I advised her I did not have the {$18000.00} to pay and asked her why should I pay if I am not behind on my payments and she went on to tell me that unless I paid, foreclosure actions would commence against me on XXXX XXXX, 2015 and that I can make a payment even though my XXXX 2015 payment was returned which according to XXXX, should not have been returned. 
On XXXX XXXX, 2015 a representative from Caliber called my husband again looking for the full payment and when my husband stated that I was taking care of it and that I am in communication with Caliber, the representative denied that anyone called to speak to them about the account. 
The total ineptitude of Caliber representatives are jeopardizing my credit, my mortgage and my home. I had advised XXXX to locate a mortgage statement from XXXX XXXX XXXX and she did, she stated that it did not read like theirs therefore she could not tell what was due. Looking at the same statement which read " amount due {$2600.00} '' she could not admit that the account was current because she " could not understand the statement. '' I could understand why people get so frustrated in dealing with the banks that they would be willing to do anything to save their homes and do everything the representatives suggest, even though they are wrong. I asked both, XXXX and XXXX if they were recording the phone call and they both confirmed they were. A copy of the conversations should be obtained by CFPB.

Company response to consumer: Closed with explanation