Consumer complaint received 2016-04-16
Company: Caliber Home Loans, Inc.
State: NY
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Caliber Home Loans, Inc. assumed the servicing of our mortgage from XXXX XXXX on XXXX XXXX, XXXX. We had our Chapter XXXX bankruptcy discharged by Judge XXXX XXXX XXXX of the XXXX District of New York, United States Bankruptcy Court on XXXX XXXX, XXXX ( Case No. XXXX ). An order of Final Decree was issued on XXXX XXXX, XXXX. In a letter dated XXXX XXXX, XXXX, XXXX XXXX XXXX, attorney for XXXX states, " I have confirmed with XXXX that its pre-Petition arrears claim was paid in full, and that the debtors are up to date with respect to remittance of their post-Petition mortgage payments. '' This letter was addressed to XXXX XXXX XXXX, XXXX, XXXX XXXX Bankruptcy Trustee regarding the Notice of Final Cure Payment and Completion of Plan Payments. 

From XXXX XXXX, XXXX to XXXX XXXX, XXXX both XXXX and Caliber hid from us an agreement they had, that placed responsibility for errors in our home mortgage account with Caliber including the time period that XXXX was the servicer of our mortgage. During the period up to XXXX XXXX, each company 's representatives would say that the other company needed to be contacted to correct the errors. Finally on XXXX XXXX, XXXX in a phone conversation with XXXX XXXX ( XXXX ) of XXXX was the agreement revealed to me. When I stated that I had a letter from XXXX XXXX, Vice President, Customer Service dated XXXX XXXX, XXXX that in order to have our concerns adequately addressed, we should contact our prior servicer directly. XXXX requested that I send her the letter and she would contact someone at Caliber to take care of the matter. I also told her that we had a similar letter from XXXX XXXX, Asst. Vice President, Customer Support and Escalations dated XXXX XXXX, XXXX. 

Next we received a letter dated XXXX XXXX, XXXX from XXXX XXXX, Vice-President Customer Disputes of XXXX in which she states, " In addition, we have been advised by Caliber that XXXX XXXX 's single point of contact is XXXX XXXX, who can be reached at XXXX. '' We never received this information from Caliber. XXXX XXXX was named as our single point of contact in XXXX XXXX but he never completed any work on our behalf to resolve our issues. 

We did call XXXX XXXX, Vice President of Single Point of Contact and he confirmed that there was an agreement in place with XXXX to take responsibility for their mistakes. However even after he contacted XXXX XXXX directly and reminded her of the agreement she has repeatedly sent us letters - XXXX in one week - in which she tells us to contact our prior servicer directly to resolve the issues. XXXX XXXX is attempting to address some of our concerns and has made some progress but it has been very slow. He is working to get some of our money returned to us that was improperly received and recorded. 

There is a concerted effort by Caliber Home Loans to hide the agreement to take responsibility for the errors in our account most specifically by XXXX XXXX, Asst. Vice President, Customer Support and Escalations. The entire company has tried to confound and confuse us and discourage us from seeking relief. XXXX has agreed that there are serious communication problems within the company and with customers.

Company response to consumer: Closed with explanation