Consumer complaint received 2016-05-30
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Caliber Home Loans, Inc. (NY)

Caliber continues to deny the assistance requested with our account and to compensate us for our time and the lack of customer service and the ongoing damage it has done to us. The following are the issues that have not been resolved : Prior Servicer On XXXX XXXX, XXXX XXXX erroneously sold our home mortgage to the XXXX XXXX XXXX Master Participation Trust by labeling our account as in default, and/or a distressed loan in trouble. Not only were we not behind in payments we were ahead. As soon as Caliber began servicing our loan we contacted them to let them know that false information had been provided on our account by XXXX. When Caliber informed us in XXXX XXXX that we were behind in payments we called the customer service number and let them know this was not true and we lodged a complaint. They indicated at that time that XXXX 's records were a mess and it would take time to sort things out. We repeatedly called Caliber 's customer support number in XXXX, XXXX, XXXX, XXXX and XXXX. 
Question 1 : Why is there no record of our phone calls from XXXX XXXX to XXXX XXXX? 
Question 2 : If the loan was purchased as a loan in default why was n't an SPOC assigned in XXXX XXXX? 
On XXXX XXXX, XXXX after speaking with Caliber 's customer service agent XXXX ( # XXXX ) we faxed a letter of complaint and supporting documentation to Caliber. We are attaching the fax cover sheet showing that it was received and the letter. 
Question 3 : Why was there no response to this letter of complaint? 
Question 4 : Why is there no documentation of the phone conversation with XXXX and the letter of complaint? 
Question 5 : Why was n't an SPOC assigned at this time? 
Question 6 : Why was n't a response to our complaint formulated at this time? 
We called Caliber 's customer service department again in XXXX and spoke with a XXXX. He told us that there appeared to be a problem with the XXXX XXXX payment to XXXX " going away '' and he was going to look into it. He did not and never got back to us. We then made a complaint with the NYS XXXX XXXX. An SPOC ( XXXX XXXX ) was assigned to us on XXXX XXXX, XXXX. 
Question 7 : Why did n't XXXX complete the research he said he would complete? 
Question 8 : Why did it take a complaint to the NYS XXXX XXXX to get an SPOC assigned to us? 
We called the number listed in the letter for XXXX XXXX. When we were able to finally reach him he did n't know why we were assigned to him. ( Note : no one else we talked to could provide any assistance either ) He did n't feel he needed to do any work on our behalf. We explained the problems we were having with our account and he said he would look into it. We called again but could not speak to him and no one else in the SPOC department could help us. 
Question XXXX : Why did n't XXXX XXXX know why he was assigned to our case? 
Question 9 : What specific work did XXXX XXXX do to research our complaints and resolve the issues with our account? We are demanding specific documentation on phone calls and letters he sent to us with the research he did on our behalf. 
After not being successful in getting help from the SPOC department we made a complaint with the NYS XXXX, Mortgage Department in XXXX XXXX. During XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX we did not receive monthly statements with Caliber. They are stating that this was due to us being in Chapter XXXX bankruptcy and their policy. We were successfully discharged from Chapter XXXX bankruptcy in XXXX XXXX which was NINE months before Caliber assumed servicing of our mortgage. 
Question 10 : Where are our statements for XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX? Please send them to us immediately. 
Continued in attachment.