Consumer complaint received 2023-06-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Caliber Home Loans, Inc.
State: AZ

Complaint narrative:
Mortgage Servicer : Caliber Home Loans ( part of XXXX ) Mortgage Investor : XXXX XXXX XXXX : Removing PMI from Mortgage Context : We live in XXXX, Arizona and have been fortunate enough to have our home value exceed the 80 % XXXX so that we can roll off the PMI from when we initially bought our home in XX/XX/XXXX. When I spoke to Caliber about the process, they said that " significant improvements '' needed to be made to the property in order to have an appraiser come out and confirm the new value of the home based on improvements and comps. We remodeled our entire backyard with a pool, pavers & turf, and landscaping which is definitely significant improvement. 

Timeline : - Approximately late XXXXearly XX/XX/XXXX : backyard remodel was completed, so I called Caliber to kickoff the PMI removal process. They said they would send paperwork including instructions for a check to pay for the appraiseXXXX - Early/mid-XXXX XXXX : Caliber failed to send the paperwork, so called back to remind them and they sent the paperwork the second time - Week of XX/XX/XXXXXX/XX/XXXX paperwork was submitted with {$110.00} check to pay for appraiser - Week of XXXX XXXX : Caliber home loans cashed the check, per their instructions they would get back to me within 10 business days to schedule the appraisal ( BPO ) - XX/XX/XXXX : Did not hear back from them by the 10 business day deadline, I called and a rep put in an escalation request for me and said I should hear back in a couple of days - XX/XX/XXXX : Called back Caliber after no contact and they passed the buck to my loan investor, XXXX XXXX. I called XXXX XXXX the same day and they said that the issue is on the Caliber side. When I called Caliber back after my call with XXXX XXXX a different rep told me that my request was being held up because my description of the significant improvements was not specific enough. On the original form, all that was asked for was a high-level description of what improvements were made. The rep told me that they wanted to see specific cost figures for all improvements made, so I wrote them down and submitted them to Caliber 's PMI department later that day. 
- XX/XX/XXXX : Called Caliber back to follow-up after submission of cost breakdown of backyard remodel, once again the rep escalated my request to the PMI department as well as their manager to expedite getting the appraisal ( BPO ) ordered. They asked that I call back XX/XX/XXXX if no response. 
- XX/XX/XXXX : Caliber rep said that XXXX XXXX cancelled the BPO order after claiming they tried to contact me and I didn't respond. I confirmed all my contact information was accurate with Caliber as part of the escalation process and have no records of XXXX XXXX or Caliber trying to contact me. Caliber rep again escalated to manager and created a task internally to reopen the BPO, and asked I follow-up XXXX if no response. 
- XX/XX/XXXX : Caliber rep said the request was placed and I should hear back from Caliber 's PMI department by XX/XX/XXXX to get the appraisal ( BPO ) scheduled. 
- XX/XX/XXXX : Followed up after no response by the XX/XX/XXXX deadline. Caliber rep claimed the order was again cancelled because they tried to contact me with no response, but again I have no record of an email or phone call and I previously confirmed all of my contact information was correct. 

Throughout this process, I have had to take time out of my workday to sit on the phone with Caliber home loans and try to get this sorted out.

Company response to consumer: Closed with explanation