Consumer complaint received 2022-02-10
Company: Caliber Home Loans, Inc.
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On Wednesday XX/XX/2022, a XXXX number came on my phone at XXXX PM. The female caller said she was calling from Caliber Home Loans and requested me to confirm my name, phone number, home address. Thereafter, she proceeded to state the reason she was calling was because my XX/XX/2022 Mortgage Payment was past due, and asked I was ready to make a payment over the phone. I was very shocked to hear that from her. I quickly told her that it could never be true that I have not paid my XX/XX/2022 Mortgage, because I am that person that makes a conscious effort to make online payment on their website before the first day of each month. At the same time while responding to her on the phone, I logged onto my Online Bank account just to confirm if Caliber Homes withdrew the payment in XXXX, and yes my online account showed they withdrew the XX/XX/2022 Mortgage Payment on XX/XX/2022. I informed the female caller that my online account I just checked confirms that Caliber home Loans have debited my account for XXXX Mortgage. She kept reiterating that their system shows I am still owning, and if I don't mind, she should place me on-hold while she tries to connect with her Manager. She placed me on hold for the first time, came back on that her Manager was not responding and that I should call them back. I said no and told her that I was ready to hang on while she tries to reach her Manager by any means. I was on hold for a long time until a Male that claims to be the Collection Manager came on the phone and repeated the same thing that I am owning. Again, I told him that was nonsense, because I make my Mortgage payments even before the first day of each month. He requested to put me on hold again while he reviewed their system. After some time, he came back on and was asking me a phony question if I ever made a reversal to the payment, and that because what he sees on their system is that a " payment came on XX/XX/XXXX, but there was reversal and the money never returned ... ''. I informed him that I have never made any reversal to any payment, and certainly did not do that. At some point while still on that call with him, I started thinking it could be a spam call, even if my phone did not flag it as such. After being on the phone with them for literally fifty minutes, and no plausible explanation coming from them, I asked him to go to XXXX and then ended the call. This I did, because I was close to being sure that it was a spam call. 

Immediately, I called the Caliber Home Loans phone number that is on my monthly statement to know if the initial call was a genuine or spam call. And to my utmost surprise, they confirmed that their system shows that I have not paid the XX/XX/2022 mortgage. I was furious at that point and the person that answered my call suggested that I should attach a copy of my bank statement that reflects my payment as an attachment to a message on their website. I sent the PDF copy of my bank statement that shows they collected the payment as a message via their website while I was still on the phone with the Caliber Home Loans employee. In response, he said he was forwarding it immediately to the person ( s ) that is/are supposed to act on it. 

The next day, Thursday XX/XX/2022, I was hoping to receive an email or phone call from Caliber Home Loans to let me know they had everything rectified, but they never called or sent me an email. I decided to give them a call on that Thursday to ask about the status of their review or investigation, and the Caliber Home Loans employee I spoke to was even more annoying. He had to repeat the same annoying claim that I still own my XXXX Mortgage, and I reminded him that I had sent a proof of my bank statement the previous day. In response, he said they would get back to me within XXXX, despite my charge to him that if I did not hear from them before the end of Friday XX/XX/XXXX, to confirm they have everything well sorted, I would be using an Attorney to file charges against them for the pains and harassment caused me. 
On Friday XX/XX/XXXX, I received an email that I had a secured message from Caliber Home Loans, and that I should access it on their website. My initial thought was that it was a message to inform me that they have finally reviewed and fixed the problem, but to my surprise again and disappointment, when I logged onto their website to read the message, it was just an automated reply that says something like " thanks for recent inquiry, we have forward, this is attempt for debt collection. I was more disappointed that notwithstanding my effort to have sent a proof of payment to them, all I could receive was an automated message after XXXX. 

On Saturday XX/XX/2022 Got a call from Caliber Representative in the morning at XXXX PST making false claim again that I am owning Caliber Home Loan XXXX Mortgage in the amount of {$3300.00}. 
I later went to the XXXX branch near my home. A XXXX  Banker confirmed that Caliber Home Loans has indeed collected payment since on XX/XX/2022 and he made several attempts to speak with someone at Caliber Home Loans on phone, but it was already past XXXX XXXX on Saturday and no one was available. Because of the shocking claim from Caliber Home Loans that I was still owning them XX/XX/2022 Mortgage, and as their website was showing outrageous balance in my name on their website, I decided to issue a check for my XX/XX/2022 Mortgage payment. On Saturday XXXX, 2022, I put a check for my XX/XX/2022 Mortgage payment in the mail to Caliber Home Loans. I made a very conscious effort to write on the Memo that it was XX/XX/2022 Mortgage. It is on record that the check was received and paid to Caliber Home Loans on Wednesday XX/XX/2022. 

On Monday XX/XX/2022, I got a call from Caliber Home Loans Representative at XXXX AM PST even when I was trying to start my work. I picked the call and the first thing the caller said was that I should hold while transfers the call to somewhere else. I hanged on and within few secs the call dropped. I never got a callback from her, and I had to call. After keying in all responses to the automated system, I was on hold to speak with someone for more than thirty minutes, and no one answered me. I had to drop and repeated the call for the second time on that morning shortly before my lunch. Again, after a long time waiting on the phone to speak with someone, a Caliber Home Loans Representative finally picked and I asked to know why someone called me earlier. To my surprise again, I was told by the Caliber Home Loans Representative that it was an attempt to collect a debt, and more shocking to me was that for the first time I was now told a different amount, and she stated that the amount I am owning is {$2600.00}. I demanded that she explains to me how they came with such a figure as it makes no sense to me. She requested that she puts me on hold while she reviews my account. I was on hold for approximately forty ( 40 ) minutes, and suddenly the call dropped. I kept thinking she would call back, but never did. I later decided to go other branch of my Bank to again confirm that all payments I have been making to Caliber Home Loans from the very first day until now were indeed paid. Other XXXX XXXX confirmed all payments till date, printed out further proofs from their system, and again made frantic efforts to speak with a Caliber Home Loans Representative to know what their claim is about. The XXXX XXXX was on phone for more than half an hour with no Caliber Home Representative answering. 

On Wednesday XX/XX/2022. While still trying to settle for the day work that was an ahead, I missed a call from Caliber Home Loans Representative who left a voice message that I should call them back. I decided to call and when someone at Caliber Home Loans picked my call, I asked to know why they wanted me to call back. She responded that it was an attempt to collect debt in the amount of {$2600.00}. It was at this point that I had to say that she was stupid to tell me that I own them. She replied that she was dropping the call. She dropped. After few minutes, I decided to call Caliber Home Loans because I was really infuriated by their seemingly inefficiency or fraudulent claim. Other Caliber Home Loans picked my call, and she acted like she had everything figured out. Even though I could still perceive some conflicting and nonsense statements she was voicing over the phone, she promised that she was sending a note to some other department to straighten out the account issue, and that I should them 1-5 business days, then check back on their website to confirm my balance is okay. I said okay. 
However, little did I know that on this very day Wednesday, XX/XX/2022, Caliber Home Loans for no justifiable reason took my account to Credit Bureaus and reported that I am owning {$6400.00} and that I have a payment that past Sixty ( 60 ) days due. As a result, my credit score has dropped by Sixty-One ( 61 ) points. Caliber Home Loans claim is not only unfounded, unfortunate, but very despotic and fraudulent. It has caused me a lot of pains and troubles. It has disturbed me from being productive for days now, I might be taking legal action against them as I dispute their claim.

Company response to consumer: Closed with explanation