Consumer complaint received 2022-01-23
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Caliber Home Loans, Inc. (TX)

When I closed on my home XX/XX/XXXX all documentation was provided that I was tax exempt. The only requirement was to file the documentation after closing to reenforce that fact. The final approval was made XX/XX/XXXX and mailed the first week of XXXX in which my mortgage payment was due XXXX XX/XX/XXXX. Upon logging in I saw that the mortgage payment was not credited to my mortgage balance but to the taxes that the mortgage company paid in which I am exempt from. I provided the letter via secured messaging XX/XX/XXXX with the following message : I received my tax exemption letter. Although taxes were not included in my mortgage payment with awareness that I am entitled to tax exemption, I saw the payment/credit for XXXX taxes on the account. I'm not sure how that was accounted for. I have attached the XXXX XXXX XXXX exemption to ensure and reenforce that the entitlement of tax exemption for this home and account has been approved. 
An automated message was returned the following day : Dear XXXX, Thank you for your recent email. The information you provided has been forwarded to our Tax Department for further review and the appropriate updates will be made to your account if necessary. If you have any further questions, please contact XXXX? XXXX Tax Department at XXXX, Monday through Friday from XXXX a.m. to XXXX p.m. XXXX, excluding federal holidays. Thank you for being a valued Customer, Customer Service XXXX XXXX XXXX XXXX  XXXX, OK XXXX Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX Notice to Consumers presently in Bankruptcy or who have a Bankruptcy Discharge : If you are a debtor presently subject to a proceeding in Bankruptcy Court, or if you have previously been discharged from this debt by a Federal Bankruptcy court, this communication is not an attempt to collect a debt but is sent for informational purposes only or to satisfy certain Federal or State legal obligations.. 

I called the XXXX number several times with either no response or very incompetent representatives that placed me on hold and dropped the call. Customer service representative XXXX ( XX/XX/XXXX ). I called again on ( XX/XX/XXXX ) the representative stated that I should mail the document when the document has been provided via secure messaging. She stated that it will move the process along faster. How does mailing a document expedite a process versus sending a document electronically? Make this make sense! Additionally, she stated that by XX/XX/XXXX the issue would be resolved. The process to credit my mortgage payment and balance out the taxes should not take this long when I have reached out to the company twice. 

What do I expect? I want my mortgage payment appropriately applied to interest and principal, the interest correctly adjusted as it should be since I DID make the payment on time for XXXX. Caliber resolves the issue of taxes with XXXX XXXX as I am tax exempt 100 %. I should not see any issues on my XXXX statement. 

Following the call ( XX/XX/XXXX ) a response was sent : Dear XXXX : Thank you for your recent inquiry. Our records reflect your concerns were addressed by a Customer Service representative on XX/XX/XXXX. Check out our FAQ page at https : //www.caliberhomeloans.com/faqs to find answers to commonly asked questions or to watch our informational videos. If you have further questions, please contact Caliber? XXXX Customer Service Department at XXXX to speak with a Customer Service Representative. Hours of operation and other contact information is available at https : //www.caliberhomeloans.com/connect/contact-us/. Thank you for being a valued Customer, Customer Service XXXX XXXX XXXX XXXX  XXXX, OK XXXX Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX Notice to Consumers presently in Bankruptcy or who have a Bankruptcy Discharge : If you are a debtor presently subject to a proceeding in Bankruptcy Court, or if you have previously been discharged from this debt by a Federal Bankruptcy court, this communication is not an attempt to collect a debt but is sent for informational purposes only or to satisfy certain Federal or State legal obligations.