Consumer complaint received 2022-07-28
Company: Caliber Home Loans, Inc.
State: UT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have been trying to have my PMI removed for over 6 months at this point. In XXXX of XXXX, I refinanced a duplex apartment as my primary residence. I lived in one unit of the building and rented out the other unit. After living in the home for a year and a half, my family was forced to buy another property with more bedrooms to accommodate our growing family. The value of my property had nearly doubled since I refinanced the property. When the property was appraised during the refinance, the property appraised for {$330000.00}. When I saw that I had reached the 78 % XXXX ratio I reached out to Caliber Home Loans to request to have my PMI removed. After months of no response I reached out to Caliber on two separate accassions and each time I was told that the removal was approved and that it just needed more time to process. After more weeks of waiting I was told that I would need to pay {$100.00} and fill out forms to have the property appraised to determine the new value of the property. I did as I was told and waited a few weeks with no response and then the {$100.00} check was refunded to me with no explanation as to why. I called back again and that time I was told that my PMI could not be removed because I needed to have a 65 % XXXX. Again I was instructed to fill out the forms, pay another {$100.00} check, and have a XXXX performed to determine if I met the requirements of a 65 % XXXX. I saw the check was cashed the first part of XX/XX/XXXX and after a few weeks of not hearing from Caliber I sent them a secure email through my online account with Caliber to ask them what needed to be done now since I saw the check was cashed but had not heard from anyone and they just sent another automated email saying " Read our FAQ 's ''. I responded to the email and said that didn't answer my question. They then responded with the same email telling me to read the FAQ 's. Then today I got another email saying that the {$100.00} check was refunded and that they can not discuss PMI removal requests over the secure email and to call customer service. I'm now on the phone with customer service and they're telling me that the company who does the XXXX was never able to contact me. This is not true. I have not received a single call, voicemail, or text from anyone related to this matter. This is the second time Ive paid the {$100.00} and signed the forms and I've had the same issue both times. I just did this same process for another loan with a different bank and had zero issues with that company. This is 100 % a problem on Caliber Home loans end and they refuse to fix the issue. I'm not sure what else to do and that's why I'm submitting this claim. Caliber refuses to send me anything in writing, won't let me email them regarding the matter for my evidence, and refuse to tell me what I need to do to fix the issue. And when I do what they require they still do not perform. So to be clear, I've had this loan since XX/XX/XXXX, I've filled out the Caliber Home loan forms 2 times, I've sent in the XXXX Check for {$100.00} 2 times, my property is worth nearly $ XXXX and I currently owe $ XXXX on it and would be well below the 65 % requirement. Lastly, This is a multifamily property that I purchased as my primary residence. This was not purchased as an Investment property and even if they want to count it as an investment property it still meets their requirements for PMI removal as per their forms.

Company response to consumer: Closed with explanation