Consumer complaint received 2015-04-13 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Caliber Home Loans, Inc.
State: CA

Complaint narrative:
My account was sold to Caliber Home Loans from XXXX XXXX around XXXX of 2014. My payments were automatically deducted from my bank account each month on time. There was never any concern by having it set up this way, and never any issue with the payment being automatically sent to Caliber Home Loans. Interest rates began to drop around XXXX of 2014 and I tried refinancing the loan. The company I worked with on the refi had me call Caliber to retrieve the final payoff amount on the loan. During this phone call I mentioned I was doing this to refinance the loan for a better interest rate. From that day, working with Caliber has been a nightmare, they are doing everything they can to prevent me from refinancing and leaving their company. It started with them claiming payments were never received, remember they are automatically sent from my bank account and never a problem before. Here is what they do, they wait until after the 30 day mark to tell me they never received the payment so I have no time to re issue a payment then, they report me 30 day late to the credit bureau. I call them to disbute and they end up agreeing with me then going and removing the 30 day late from my credit but it takes another month to clear. And by this time they " lose '' the following months payment and the cycle never ends. So every month I am falsely reported to the credit company then they remove it but I am delayed from refinancing. It is now XXXX and I have been trying to refinance since XXXX. In XXXX they refused to disperse my taxes to my county tax collector. My taxes are included in my mortgage each month and I rely on Caliber to be responsible to send the payment in. They were did not pay it until the XXXX of XXXX when they were due on the XXXX. I began receiving late notices in the mail from my county tax collector. The payment issue has gotten so bad every month that I now make all payment to a supervisor over the phone in person, ( XXXX XXXX ) they charge me {$15.00} to do this, I give them direct bank routing and account numbers and they give me a confirmation number, then after that 30 day mark they report me to the credit bureau for never making a payment. I called the bank to see if there was an error and the bank said there was never any attempt to withdraw funds from that account. So Caliber is intentionally losing payment, falsely reporting me to the credit agencies, and refusing me the right to refinance my home which I do have a right to do. I looked online and there are hundreds of people with their very similar stories. XXXX not letting them refinance, losing payments, false reportings, and refusal to call back, return emails, and cant get to a supervisor to discuss the issue. People have sued this company because of the stress they have caused them. I have a young family and dealing with these people has been an unbearable stress on us. In addition XXXX is hitting us with endless notices in the mail about what to do when facing forclosure. Non stop notices that are simple letters in ordinary envelopes but they send them through a delivery service so I have to sign for them, well I work full time. I am a teacher and I can not be home to sign for mail. I worked this out and the letter was just a notification, no need for me to sign anything. My account is totally current despite having to send multiple payments each month, their dishonest business tactics, harassing letters of foreclosure and determination to take my right of being able to refinance away from me. I am seeking legal help and I do want compensation from these people. I encourage you to look up their customer service rating and reviews online, there are even former employees who say they had to quit because of how dishonest they are, how they trick people into losing their homes. These people are criminals.

Company response to consumer: Closed with explanation