Consumer complaint received 2015-04-23
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Caliber Home Loans, Inc. (FL)

I discovered on XXXX/XXXX/2015 that my property taxes were not paid by my mortgage companies escrow department. I contacted them to find out the reason and discovered that they had the wrong parcel number on file and paid another parcel number tax amount. The amount paid was more than {$2500.00} than my parcel tax amount. The tax department told me that they would open a case to look into the issue and that I would have to call back in 10 days, as the tax department can not make outbound calls. I called back 10 days later to find out that they requested a refund on the original amount paid and that they paid my taxes correctly now. I questioned them on the amount paid this time and again it was not the correct amount. When I questioned them, they said that they would open a case on it and I would have to contact them in 10 days. I was very upset and asked to speak to someone that could help and I was told to contact customer service. I contacted customer service and explained all of this and they said that they would look into and get back to me. I requested statements on my escrow account and they provided. I received the statements to only find out that my escrow account is negative due to both wrong payments and my monthly mortgage payment would be increasing. Now realize, I have been paying an inflated escrow payment due to the original parcel number/property tax mistake. I was assured a call back on XXXX with an update and resolution. I never received the call. I called and asked for the agent ( by their agent number ) and the agent was not available and I was assured a call back from the agent the next day XXXX. I never received that call. I called back again today XXXX and tried to get to a manager or supervisor and was only given another agent. Again I was told that they are still working on reconciling the account, waiting on their checks to be returned and my escrow account to be updated before they will pay my property taxes. Property taxes not paid by XXXX/XXXX/2015 are considered delinquent and subject to penalties including late fees. Taxes not paid by XXXX/XXXX/2015, the tax certificates are sold and liens and other severe penalties are enforced. When notifying my mortgage company escrow department, there answer is " I 'm sorry sir, we are doing everything we can to resolve this and can not give you an expected update. We have to wait for the checks to be return, funds to be added back to your account, and then we can pay your taxes. '' I ask how long will this take? " It can take up to 90 days for refunds and I 'm sorry sir, we have cases open now and do not have an exact time frame but we will notify you. '' I have over XXXX hours and more than XXXX calls in to multiple divisions of the mortgage company, escrow and tax departments. I have asked for a manager or supervisor on almost all of these occasions and have not once been transferred to XXXX. Lastly, this is not my first year with the mortgage company. The previous years they had and paid the correct amount. In XXXX of the calls, they told me that they were reorganizing their tax department.