Consumer complaint received 2016-07-27
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Caliber Home Loans, Inc. (CA)

CALIBER COMPLAINT The way We make our mortgage payment monthly is by online banking. 
We log in into Our account at Caliber We transfer money from our bank to Caliber by using Caliber 's website. 
It shows as posted/draft on the date we make the payment and we receive " one Time Payment Received '' email on that date. 
48 hours later/2 days I receive a 2nd email as a 'Confirmation of payment ''. 

Since XXXX, 2016 this has not happened. 

Back in XXXX, 2016 after we made our mortgage payment ( posted /draft payment ) we received the 1st email " one Time Payment Received '' as usual but 48 hours later, we notice we did not receive our confirmation payment email ( Email # 2 ). 
We emailed caliber asking for my confirmation email and we asked if they changed their protocol. ( since we have not received any letter stating the changes ) They answer that they have not changed their procedures/protocols, also, that we should check our spam/block list & to consider their response as the confirmation for mortgage payment. 
We did, there was nothing in our spam folder, our block list did not have Caliber blocked & we made sure to have their information in our address book. 

The following month the same situation happened. We did not receive our confirmation payment email ( Email # 2 ). 
I emailed again and they responded exactly the same thing. ( to check on my end and to consider their response as our confirmation ) On Month # 3 the same situation happened. Since emailing this company does not fix the problem, puts the problem on me & maintains poor communication We decided to call their XXXX number. 
We explained to customer service person what has been happening, and he gave us the same " solution '' check your spam folder, check your block list and, He said he can not give me a confirmation over the phone, offered to switch my email notifications into Mail notifications. He said they are working on the problem and did not have any idea of when we would get a confirmation email. 
We told him this problem has been since XX/XX/XXXX & we needed our confirmation email. 
He was not able to give us any kind of confirmation for our payment, he could n't give us a time line on when this was going to be resolved ( again, this problem has been happening for 3 months ) then he put us on hold saying that he would get us a supervisor ( who I did not ask for ) We spent 1 hour of our time over the phone with customer service and we had to email again in order to get a confirmation email. 

Caliber has a very poor customer service by email or by phone. 
Communication is key. 
Our Mortgage payment is the most important payment we do and we have always taken that very seriously. 
The email customer service at caliber ignored our situation, they did not look into the problem from their end twice. The personnel on the phone did not help neither while it seems he was able to look into the problem his inability to give me a confirmation just makes their service insufficient/deficient/limited. 

By email they ignore your petitions/problems and by phone they can not give you confirmation. 
Really bad customer service