Consumer complaint received 2017-03-22 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Caliber Home Loans, Inc.
State: SC

Complaint narrative:
Our home was damaged by XXXX in XX/XX/XXXX. From day 1 i have been open about this being an estimated claim of $ XXXX $ XXXX and 100 % compliant to Caliber Home Loans request and documentation. Situation 1 was the poor mishandling of our 2nd advance check it took them nearly 30 days to endorse and get it back to us. one delay in this process was me having to re-verify that the previous payment was an Advance, even though they had already endorsed and released this check to us themselves.another delay was them sending the check back to me for my signature which contradicted their instructions to not endorse the check and mail it to them, to prevent mailing a " Live '' check once they endorsed upon verification of " Advance '' status and returned to Us. It seems that every call I make to Caliber Home loan Loss Draft dept I get a different answer or policy. On XX/XX/XXXX we finally received our first look at the Proof of Loss by our adjuster. At this point I relayed this information to them and asked exactly what we need to do to have the specified amount of final payment handled swiftly. I did what was requested and to no surprise, once the actual check arrived they added more requirements for documentation, hence delaying our funds. On XX/XX/XXXX the final settlement check was deposited into their account. they spent 2 weeks to issue payment to 2 contractors which had been on file for at least 30 days. Now that all contractors have been paid in full and the home has passed a 90 % inspection they still refuse to dispurse the remaining funds which are intended for the Kitchen ( remaining 10 % ). There is a XXXX estimate on file to justify the cost of the final repairs. However Cabinets must be Prepaid before we can get a final invoice, this seems to be an industry standard.They are questioning me about the cost of Kitchen, etc because the quote is higher than remaining funds. This deficiency is occurring because the used funds for my " Flood '' claim to pay an invoice/contractor that was associated with my " Wind and Hail '' claim. Ultimately I do not care about this as the contractor had me on a payment plan ( to help me with a high deductible ) and was obviously getting paid regardless. They chose to merge the 2 claims into one in there system, it does not give them the right to control my repair plans for our Kitchen.I have had several of their representatives agree with my pleadings and offer to personally monitor my claim and give call backs on important updates/decision and/or requirements. This has never happened once and I still get a different representative and longer hold times each day I call.They say they are operating within federal regulations, which each representative has a different policy. If this is true the Regulations must be changed immediately. My family was blessed with much support from family, friends and local businesses to get our home to 90 %, without them I would still be renting a second home and waiting on Caliber Homes Loans to give us the run around and not restore our life.Please note Caliber Home Loans did not miss a mortgage payment from us during this Natural Disaster

Company response to consumer: Closed with explanation