Consumer complaint received 2017-05-24
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Caliber Home Loans, Inc. (MD)

I submitted payment of {$3400.00} on     X/XX/2017   after receiving a notification of an escrow analysis dated   X/XX/2017  t hat my payments would adjust to {$1100.00} from {$710.00}, if I permitted the shortage amount to be financed over 12 months. If, however, I determined to pay the shortage amount of {$3400.00} in full, then my payments would adjust to {$900.00}, effec tive  X/X/2017 .      When I viewed my account online, it was clear to me that my escrow shortage payment had been applied as " future payments '' and that my account was still showing an escrow shortage. Accordingly, my payments were not being recognized in the manner that I had designated and the new payment amount had adjusted as though no escrow shortage payment was made. I immediately contacted  Caliber Home  loans in   XX/XX/XXXX , a nd was assured that the matter had been handled. I made my regularly scheduled payment of {$810.00}  ( {$1 00.00} over the minimum ) and sent in an additional payment {$91.00}, totaling {$900.00} on     XXXX   XXXX  , 2017     to reflect the newly adjusted amount.     Despite making that phone call and receiving assurances from Caliber in   XX/XX/XXXX ,  I received a letter dated    XXXX   XXXX   2017,   advising that {$900.00} was " past due '' on my account, and that they were a " debt collector '' attempting to collect a debt. Apparently, my  XXXX  payments ( {$810.00} + {$91.0 0} )  were also incorrectly applied.     I contacted  Caliber  at   XXXX   XXXX  . on    X/XX/2017   a nd spoke with  XXXX  (  XXXX  ) who indicated that she noted several errors on the account, and that she was going to speak with a  manager  and contact me later today as it would take too long for me to hold. I supplied her with my office number. Hearing nothing from anyone, I contacted Caliber again o n  X/XX/2017     at   XXXX   XXXX   and spoke with  XXXX   (   XXXX  ) and his first question to me was that I have an outstanding balance on my account in the amount of {$930.00} and how do I wish to handle it? It is not clear why the {$900.00} is now showing as {$930.00}, but I knew that their accounting is erroneous. I asked if there were any notes on my account as I spoke with an agent earlier and am disputing that I owe Caliber anything else. I have never been delinquent on any of my consumer accounts and I am extremely disappointed and distressed that it has taken this long to apply my escrow shortage payment accurately. The only solution that  XXXX  offered   was that they needed to " re-run an escrow analysis effective   X/XX/2017 . ' ' I thought that this was highly unusual since an escrow analysis on my account was just run on   X/XX/2017 . I  asked to sp  eak with a manager and  XXXX  advised that " both managers were in a meeting. '' He then advised that his manager,  XXXX , was in a meeting. I requested that my account be reviewed by management, and that an update be supplied me by e-mail, along with notification in my Caliber portal. I also requested that a letter of apology be sent to me, and that I receive verification that no negative credit information has been reported on my account to any credit bureaus. I advised that if this matter was not resolved accurately, and favorably, I would contact the Consumer Financial Protection Bureau as my credit is something I value highly and it should not have to suffer any negative marks based on errors in their reporting systems. I have not received any type of acknowledgment from  Caliber Home  Loans and no messages in my portal ; therefore, I thought it important to notify CFPB immediately as I have worked extremely hard to have an   XXXX   XXXX    rating and can not afford to have the sloppy practices of  Caliber Home  Loans and its representatives to destroy my excellent credit history.