Consumer complaint received 2022-06-21
Company: Caliber Home Loans, Inc.
State: IN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
The issues with Caliber began after the Covid 19 Forbearance I did during Covid, ended. Throughout the forbearance, I made our escrow payments, and were told that the accumulated amount would be able to be put to the end of the loan when the forbearance ended. In XXXX of XXXX, I received notice that the forbearance would end in XXXX. I began making payments in XX/XX/XXXX, but then at the end of XXXX I began receiving unapplied funds notices. I first called right after XXXX and was told that I had not paid the correct monthly payment because it had been adjusted to cover the escrow. I also began receiving delinquent notices about our loan, that were very concerning. It didn't make sense to me because I was making payments. In early XX/XX/XXXX, I called again to ensure that everything was okay. At that time I was told that I had not completed the paperwork needed for the loan modification. The person that I spoke to said that he would initiate the process and I would receive something in the mail. He said in the mean time, I did not need to make payments. I did not make a payment in XXXX as directed, but I called again because I had not received the paperwork on the loan modification. This time when I spoke with someone, I was told the other person that we spoke with had not done what they said and the loan modification paperwork had not been sent. This person, XXXX in the Single Point of Contact department, seemed to know what she was doing and said that she had initiated the loan modification. I resumed making payments, but I continued to get unapplied funds notices and delinquent notices threatening foreclosure and negative reporting to my credit. Each time I would call the SPOC department and speak with XXXX, if she was available. Each time I was told that everything was fine and I was in good standing with my loan. I was also told that the loan modification department was behind. In XXXX I finally received the loan modification from Caliber. I signed and returned it on XX/XX/XXXX, and made the required payment listed by XX/XX/XXXX. The unapplied funds notices and delinquent notices continued and I would call and get the same response about my loan standing being fine and the loan modification being behind. On XX/XX/XXXX, my loan was reported as over 365 days delinquent to the credit bureaus, even though I had been told numerous times that I was in good standing. I called multiple times and talked to multiple people during the month of XXXX trying to get my credit corrected. The loan modification was not processed until late XXXX, an my credit was not corrected until early XXXX. That only happened because I kept calling and submitted disputes with the credit bureaus. Each time I call, unless I can talk to XXXX, I am given different information and treated like I have done something wrong, even though I have done everything I was supposed to. I thought everything was finally all correct until last week when I noticed {$4000.00} was added to my principle balance on XX/XX/XXXX. I have now called the XXXXPOC department three times and no one can tell me what this amount is for or why it happened. Today I was told that I could do a written complaint to Caliber by fax or mail, not email. I was told that my situation would be escalated and someone would follow up. I have been told this before, but it never happens. I always have to call until I can get a competent person that is willing to help. I have only had a person call me back when they said they would, one time.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation