Consumer complaint received 2016-05-15
Company: Caliber Home Loans, Inc.
State: NY
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Caliber continues to demonstrate their unwillingness to provide the exemplary customer service they say they strive to provide. They also demonstrate their inability to provide accurate and consistent information. 

We want to know why the letter they provided on XXXX XXXX, XXXX was addressed to me at XXXX , GA XXXX. The letter pertained to CFPB Case Number : XXXX. 
Single Point of Contact : Caliber was provided with a letter that Beneficial sent on XXXX XXXX, XXXX that stated our home loan was 30 days in default and they were required by New York State Law to provide the letter because as they stated we were " at risk of losing '' our home. When Caliber took over the servicing of our loan on XXXX XXXX, XXXX we immediately phoned customer service to clear up the errors created by XXXX as not only were we not behind in payments, we were well ahead. The customer service department on more than one occasion told us that the XXXX records were difficult to sort out. We continued to call. No single point of contact was assigned as required by NYS Law. We did not receive statements from Caliber of our account in XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX. We did not get any assistance from calling the customer service number. On XXXX XXXX, XXXX I spoke with Shaniqua ( agent # XXXX ) in customer service. After that conversation we faxed copies of bank checks along with additional supporting information on XXXX XXXX, XXXX at XXXX. We have the fax confirmation. So XXXX records of our first complaint coming in XXXX XXXX are incorrect. We were making complaints and calling customer service all along and no single point of contact was assigned as required by law. XXXX response was to simply send us a record of our payments from XXXX XXXX forward. Because we were not getting anywhere with Caliber 's customer service we filed complaints with the NYS Attorney General 's Office, CFPB and the NYS Banking Division, Mortgage Department. After this they assigned a single point of contact, XXXX XXXX. XXXX XXXX was not reachable and no one else in that department was able to assist us. 
At no time did XXXX XXXX respond to our requests for assistance. No research of our account was completed by XXXX XXXX. It was n't until XXXX XXXX of XXXX revealed the agreement they had with Caliber and requested we send her a copy of the letter we received from Caliber directing us back to XXXX did something start to happen. XXXX informed us that our new single point of contact would be XXXX XXXX, vice president of single point of contact. At no time did customer service or the customer escalations department offer to assist us in researching and resolving our issues. We were directed multiple times to go back to the prior servicer. We would like a listing about what actions XXXX XXXX took on our behalf between XXXX XXXX and XXXX XXXX. 
Caliber has sent us a payment history generated by XXXX. They stated that " it is our practice to work to resolve any disputes or issues on a loan with the prior servicer on your behalf. '' We would like to have the history explained to us including : Bucket XXXX, XXXX, XXXX, XXXX and XXXX that appears in the Description column. 
Deferred Interest and Deferred Interest Sweep in the Description column. 
An explanation as to why they stated in letters of XXXX XXXX, XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX ( 2 letters ), and XXXX XXXX, XXXX that " Please be advised Caliber is unable to confirm any actions or provide any answers in regards to the previous servicer as we are not affiliated with them. In order to have these concerns adequately addressed, you should contact your prior servicer directly '' when they are now saying they will do the research with the prior servicer on our behalf.

Company response to consumer: Closed with explanation