Consumer complaint received 2018-12-22
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Caliber Home Loans, Inc. (IL)

XX/XX/XXXX Dear Sir or Madam : I am writing to dispute late payments reported on my Mortgage account with Caliber Home Loans. ( See attached documents showing payments made on the account. ) Caliber Home Loans is stating that I have been late in my payments to them for the last two months. However, this information is not correct. It is inaccurate.

I am requesting that the item is removed and that these payments are updated as being paid on time.

Enclosed are copies of payment confirmations from Caliber Home Loans and my bank which note the payments were paid to Caliber Home Loans for the two months in question. I have also included statement information from Caliber which shows under the Trans Nam e
and Trans Amt the payments I have made to Caliber Home Loans during the months they have stated that I paid the account late. I have been making lump sum payments above and beyond the required amount to pay off this loan over the last several months. 

In XX/XX/XXXX I paid the account in the amount of {$4000.00} In XX/XX/XXXX I made a payment of {$390.00} In XX/XX/XXXX I made a payment of {$1000.00} I have highlighted these items for your review. 

Also included is a copy of the payment confirmations from Caliber Home Loans of these payments.

I have also reached out to Caliber Home Loans to try to settle this issue over the last 4 weeks. After being told repeatedly over 11 times prior to XX/XX/XXXX, that this matter would be resolved, and my credit reporting would be updated as being paid on time, I was told that the deferred balance which was part of a loan modification agreement obtained in XX/XX/XXXX was due in full and that the credit reporting would continue to be reported as delinquent. 

I stated to Caliber Home Loans that there wasnt any notice given to me during the time period I was talking to their Supervisors and Customer Service Representatives and that these items would be reported negatively.

Also, in reviewing my loan modification agreement, it states that the final amount due on the maturity loan is in XXXX not at the completion of payment of the principal payments. Additionally, Caliber Home Loans has now sent me a letter on XX/XX/XXXX, stating that there is {$.00} owed on my account, which has been paid as evidenced by the letters showing confirmation payments by Caliber Home Loans where they are stating if I do not pay the {$.00} by XX/XX/XXXX, my property will go into foreclosure. 

Here is a history of my calls with Caliber Home Loans to resolve this issue since XX/XX/XXXX, when I became aware that they reported my account as being paid late : 1. ) XX/XX/XXXX, @ XXXX XXXX  XXXX - Teller ID XXXX Discussion of the past due amount of {$.00} on my account which is causing the account to be reported as late. 

XXXX stated that for XXXX and XXXX they would backdate the payment and update the credit report to report the payments as made on time. Please note a confirmation of payment {$.00} was made on XX/XX/XXXX, sent via Caliber Home Loans, and a copy of this payment is attached in the enclosed documents. 

2. ) Contacted Caliber Home Loan on XX/XX/XXXX, @ XXXX XXXX   XXXX Teller ID XXXX The balance on the account is {$3900.00} XXXX noted she would escalate this manner to her Manager. She said they would have to manually go through cashiering to take the XXXX ( {$.00} ) out, but the credit report would be updated as well to reflect timely payments. I was also advised that I could dispute this matter on my credit report too. 

She also noted that the lump sum payments which were made in the system were applying as a short payoff each time, reporting the payments delinquent as {$.00}. Cashiering was applying it to the principal balance. I was advised to make lump-sum payments over the phone so they could put it in the system manually. There was also an open ticket for cashiering to correct the payment as a current payment and to keep a balance in the principle which keeps the account active. 

The manager said they would work on it with a target completion date of today  ( XX/XX/XXXX. ) I was advised to call back on XX/XX/XXXX, via the XXXX number between XXXX XXXX - XXXX XXXX Monday Friday. 

3. ) XX/XX/XXXX - @ XXXX XXXX XXXX Teller ID XXXX He noted that the full payment amount noted of {$4100.00} on the account brings the balance to {$3900.00} with a cashier credit. 

He also noted that a fax was sent to get the information corrected. They waived the {$34.00} late fee as the cashier credited that the payment was paid on time, but it was noted incorrectly in accounting. 

He said to send a letter to the following to dispute the information on my credit report : Fax ATTN : Credit Reporting Dispute/ Customer Service Loan #  XXXX - Erroneous 30 days late - ( XXXX ) XXXX Fax Teller ID - XXXX XXXX. ) XX/XX/XXXX @ XXXX XXXX  Teller ID - XXXX called me back Accounting decided to back up one of the payments and apply some of the principal to the deferred amount which should automatically fix credit report for the late monthly payments. The change will be reflected and updated in 24-48 hours. Someone from Caliber Home Loans will call back and note that it is reported to credit reporting agencies on the first of the month.

5. ) XX/XX/XXXX @ XXXX XXXX  - XXXX Teller ID XXXX I made an additional payment on the telephone manually to the Customer Service Department to ensure the payment was credited appropriately to my account. I made a payment to the Customer Service Representative of {$1000.00} and the confirmation # XXXX given to me for the payment. 

6. ) XX/XX/XXXX XXXX XXXX I was told that the Manager readjusted the XXXX payment and it would be updated on my credit report as paid one time. 

The Managers name is XXXX XXXX - Teller ID XXXX Credit reporting may take up to 10 days to reflect an update. 

7. ) XX/XX/XXXX @ XXXX XXXX - XXXX SPOC ( Single Point of Contact ) Teller ID XXXX Called back and left a message to speak with XXXX or Manager further to check on the status of correction on my credit report. She said she would send a message to both of them. 

8. ) XX/XX/XXXX @ XXXX XXXX XXXX Teller ID XXXX XXXX advised me to send a screenshot to show that my credit reporting was not reporting correctly to her to share with her Supervisor. I faxed in copies of the screenshots of this information for Calibers Supervisory Team. 

I sent the information to XXXX Supervisor at Fax ( XXXX ) XXXX 9. )  XX/XX/XXXX @ XXXX XXXX XXXX Teller ID XXXX No updates or conclusion to the investigation.

10. ) XX/XX/XXXX XXXX - Supervisor Teller ID XXXX Advised me they are looking into the matter, issues has been escalated, and to call back on Thursday as they should have an answer 11. ) XX/XX/XXXX XXXX Teller ID XXXX - XXXX took notes to send over to XXXX for resolution. 

12. ) XX/XX/XXXX @ XXXX XXXX  XXXX ( Supervisor ) Teller ID XXXX XXXX finally informed me for the first time in the series of calls I have had with Caliber that the reason my loan was being reported late was because I am making payments on the deferred balance which was part of a loan modification which was done on this loan 7 years ago. He stated that the deferred balance has to be paid in full as the principal on the loan has been paid in full. 

I let XXXX know that there was not a prepayment penalty on my loan nor any information in the loan modification to state that I had to pay the deferred balance in full upon payment of the principal amount on the loan. 

XXXX stated that the account will be reported late until the deferred balance is paid in full and will show as delinquent on my credit report. I asked why this wasnt communicated to me over the last month when everything the Customer Service Representatives told me was the opposite and that the credit reporting would be reported on time as I have made payments on the account. 

He stated that it was due to the principal of my loan being paid off which has now made my deferred balance due immediately. I told him I was very upset because this language was not in the loan modification agreement, and the loan modification stated that the loan was due at the maturity date of XXXX. 

I noted to XXXX that in my loan modification that I didnt see anything that stated that the deferred balance was due once the principal was paid. And since I have been making payments in lump sums several times over the past several months in which there wasnt a principal balance, I couldnt understand how this could suddenly change without notice. 

I also mentioned to him that Caliber has had a history of making credit reporting errors with my account in the past and reiterated I had no notice that the deferred balance had to be paid in full once the principal was satisfied. 

Finally, I asked XXXX since no notice wasnt given and if I made the payment of the entire balance would Caliber in good faith be able to correct the reporting? He said they would not correct the matter. He said this is the final outcome, but I could write a letter to the Customer Advocacy Department. 

Here is the information XXXX provided to me about the loan : Customer Advocacy ( XXXX ) -XXXX send in a complaint letter 13. ) XXXX, XXXX, XXXX @ XXXX XXXX Called and left a message with XXXX Teller ID XXXX to have XXXX call me back who was the original customer service representative who was working with her Supervisor to resolve this issue and have the credit reporting updated to reflect that I had made my payments on time. 

I wanted to speak with her about my options of updating the information. 


14. ) XX/XX/XXXX @ XXXX XXXX XXXX Teller ID XXXX ( Single Point of Contact ) SPOC The request is still open to investigate this matter in the system and there has been no resolution according to the notes. Verified that loan modifications usually have to be paid by the Maturity Date which is XXXX for my loan and noted on the statement and that there is no prepayment penalty on the loan. 

15. ) XX/XX/XXXX @ XXXX XXXX Single Point of Contact ( SPOC ) Teller ID - XXXX She stated that XXXX  tried to call me three times, but didnt get a response. I let her know that I did receive a call twice from the bank, which could have been XXXX, but when I picked up the call it disconnected the call both times. 

She sent an instant message to XXXX who stated she would call me on Monday, XX/XX/XXXX or before the close of business tonight XX/XX/XXXX. I did not receive a call back from the bank on Friday, XX/XX/XXXX. 

Look forward to bringing this matter to a resolution soon. Let me know if you need any additional information.