Consumer complaint received 2016-06-14
Company: Caliber Home Loans, Inc.
State: NY
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Caliber continues to deny the assistance requested with our account and to compensate us for our time and the lack of customer service and the ongoing damage it has done to us. The following are the issues that have not been resolved : On XXXX XXXX, XXXX XXXX erroneously sold our home mortgage to the XXXX by labeling our account as in default, and/or a distressed loan in trouble. Not only were we not behind in payments we were ahead. As soon as Caliber began servicing our loan we contacted them to let them know that false information had been provided on our account by XXXX. When Caliber informed us in XXXX XXXX that we were behind in payments we called the customer service number and let them know this was not true and we lodged a formal complaint. They indicated at that time that XXXX records were a mess and it would take time to sort things out. We repeatedly called Caliber 's customer support number in XXXX, XXXX, XXXX, XXXX and XXXX. 

Question 1 : Can you provide a transcript of the phone calls made between XXXX XXXX and XXXX XXXX? 

Question 2 : If the loan was purchased as a loan in default why was n't an SPOC assigned in XXXX XXXX? 

On XXXX XXXX, XXXX after speaking with Caliber 's customer service agent XXXX ( # XXXX ) we faxed a written letter of complaint and supporting documentation to Caliber. We are attaching the fax cover sheet showing that it was received and the letter. 

Question 3 : Why was there no response to this written letter of complaint? 

Question 4 : Can you provide documentation of the phone conversation with XXXX and the letter of complaint? 

Question 5 : Why was n't an SPOC assigned at this time? 

Question 6 : Why was n't a response to our complaint formulated at this time? 

We called Caliber 's customer service department again in XXXX and spoke with a XXXX. He told us that there appeared to be a problem with the XXXX XXXX payment to XXXX " going away '' and he was going to look into it. He did not and never got back to us. We then made a complaint with the NYS Attorney General 's Office, CFPB and NYS Financial Department. An SPOC ( XXXX XXXX ) was assigned to us on XXXX XXXX, XXXX. 

Question 7 : Why did n't XXXX complete the research he said he would complete? Please provide documentation of this phone conversation. 

Question 8 : Why did it take a complaint to the NYS Attorney General 's Office to get an SPOC assigned to us? 

We called the number listed in the letter for XXXX XXXX. When we were able to finally reach him he did n't know why we were assigned to him. ( Note : no one else we talked to could provide any assistance either ) He did n't feel he needed to do any work on our behalf. We explained the problems we were having with our account and he said he would look into it. We called again but could not speak to him and no one else in the SPOC department could help us. 

Question 8 : Why did n't XXXX XXXX know why he was assigned to our case? 

Question 9 : What specific work did XXXX XXXX do to research our complaints and resolve the issues with our account? We are demanding specific documentation on phone calls and letters he sent to us with the research he did on our behalf. 

After not being successful in getting help from the SPOC department we made a complaint with the NYS Department of Financial Services, Mortgage Department in XXXX XXXX. During XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX we did not receive monthly statements with Caliber. They are stating that this was due to us being in Chapter XXXX bankruptcy and their policy. We were successfully discharged from Chapter XXXX bankruptcy in XXXX XXXX which was XXXX months before Caliber assumed servicing of our mortgage. 
Continued in attached.

Company response to consumer: Closed with explanation