Consumer complaint received 2022-11-18 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Caliber Home Loans, Inc.
State: MI

Complaint narrative:
On XX/XX/XXXX I received an email from Caliber Home Loan ( hereby known as Caliber ) informing me that my mortgage would be transferring to XXXX - XXXXXXXX XXXX XXXX ( hereby known as XXXX ) effective XX/XX/XXXX. XXXX emailed me to explain that I wouldnt be able to access my account until XX/XX/XXXX. 

During a phone call today ( XX/XX/XXXX ) with Caliber, it was confirmed that the transfer was completed on XX/XX/XXXX, XXXXPreviously, I made a payment arrangement with Caliber for XX/XX/XXXX mortgage for the XXXX and the XXXX to which Caliber agreed was fine. While speaking with Caliber regarding that payment arrangement, I was told that would bring my payment up to date ( current ). The week of XX/XX/XXXX, XXXX sent me several documents in the mail, all dated the last week of XX/XX/XXXX, stating that multiple payments were not received/missing. These payments include XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Prior to these items, I was unaware that these payments were missed/not received. Along with sending me documentation that my escrow was negative and that my mortgage would increase {$300.00} despite a previous conversation where Caliber informed me my escrow would not go into the negative. This document also didnt explain why my escrow would suddenly be in the negative. 

On XX/XX/XXXX, I logged into XXXX to check that XXXX correctly applied my payments and corrected Calibers ' mistake. They had not and continued to claim I am behind on XXXX and XX/XX/XXXX mortgage. I uploaded my redacted bank statements ( this company does not need my full bank statements ) to show payments ; however, they commented that my redacted statements would be required. Also, I contacted Caliber and requested all of my mortgage statements since XX/XX/XXXX be mailed to me. 

On XX/XX/XXXX, XXXX informed me that the payments that are actually missing are XX/XX/XXXX and XX/XX/XXXX ; however, XX/XX/XXXX payment was made ( bank statements were submitted as documentation of payment ). The XX/XX/XXXX payment does appear to be missed ; however, I contacted Caliber in XXXX to see if the XXXX payment was received and I was told that it had been received. XXXX, however, did inform me that it appeared that Caliber had been incorrectly applying my payments as principal only vs my monthly mortgage payments which was fixed by XXXX. 

On XX/XX/XXXX, I spoke with XXXX regarding my Home Insurance payment which was due on XX/XX/XXXX that was not received. XXXX informed me that Caliber did not provide them with any documentation regarding my Home Insurance including the policy, check number for the payment, etc. I send the policy information to XXXX for their records. I contacted Caliber and spoke with XXXX who told me that the payment was sent to my Home Insurance on XX/XX/XXXX for the amount of XXXX and the check number was XXXX which I then provided to XXXX. My home insurance company confirmed today ( XX/XX/XXXX ) that the payment was received on XX/XX/XXXX ; however, the policy number on the payment was completely incorrect which is what caused the delay. 

Caliber assigned me a special point of contact the week they knew my mortgage would transfer and that I wouldnt receive the letter until after the transfer ( due to a better business bureau complaint ). At this point, I am making a complaint against Caliber Home Loans for not accurately applying payments, and adequately transitioning my account to the new company. Also, I am requesting that they remove the XXXX delinquency from my credit report as I am not 60 days delinquent. Additionally, I am still pending the reconciliation of my account by XXXX for the payments that Caliber did not accurately record. 

My missing XX/XX/XXXX payment, and XX/XX/XXXX payment will be paid by the end of the month. I was withholding my XXXX payment until I could be sure that XXXX would adequately reconcile the account due to Caliber 's errors.

Company response to consumer: Closed with explanation