Consumer complaint received 2022-01-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Caliber Home Loans, Inc.
State: PA

Complaint narrative:
Escrow Tax Issues XX/XX/XXXX Closed on home via XXXX XXXX Collected at time of closing XXXX County Property Tax {$99.00} per mo for 7 Mos {$690.00} School Property Tax {$260.00} per mo for 7 Mos {$1800.00}? Loan sold to Caliber Homes XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Real Estate Tax Notice XX/XX/XXXX Faxed & Snail Mailed Per instructions on the Caliber Mortgage Statement XX/XX/XXXX Received XXXXXXXX XXXX School District Tax Notice and Real Estate Tax Record Faxed & Snail Mailed as per the Caliber instructions.

XX/XX/21Received 2nd Notice ; Special Notice to Taxpayer referencing additional penalties and interest. 
XXXXSchool District Tax ( Second Notice ) {$3200.00} Penalty {$1200.00} If paid on or before XX/XX/XXXX would have been XXXX XXXX Real Estate Tax Notice ( XXXX Notice ) - After XXXX Payment to be {$140.00}. If paid during XXXX would have been {$120.00}. 
XXXX XXXX XXXX  ( 2nd Notice ) - {$2700.00}. If paid during XXXX would have been {$2400.00}. 

As of XX/XX/XXXX the Caliber Mortgage Statement YTD Escrow account had {$7400.00}. 

XX/XX/XXXX XXXX pm Called Caliber Customer Service Department. Uploaded tax notices via XXXX Representative confirmed receipt and that the taxes will be paid. 
Confirmed we would not be responsible for penalties/late fees. 

XX/XX/XXXX Received Escrow Statement from Caliber with XXXX XXXX XXXX attached for {$3300.00}. 

XXXX pm Called Caliber Customer Service Department again. 
Representative assured that the taxes are being investigated and will be paid. 
Representative instructed us to return the check to XXXX XXXX XXXX XXXX  XXXX OK XXXX. 
Returned via USPS Guaranteed the original 2nd notices, escrow statement including check and a letter of explanation. USPS Tracking confirmed delivery on XX/XX/XXXX. 

XX/XX/XXXX XXXX am confirmed with the XXXX XXXX XXXX XXXX XXXX ) that XXXX and prior years taxes have been paid. No payments have been received for XXXX. 

XXXX am Spoke with XXXX XXXX ; Tax Collector ( XXXX ). Confirmed that as of today, no payments for XXXX taxes have been received. 

XXXX pm spoke with Caliber XXXXXXXX XXXX  XXXX. 
Representative stated that the returned Escrow check has not been credited back into the escrow account. This may be the reason the taxes have not been paid ( not enough in the account to pay ). Representative explained that if the escrow account had an excess, the overage is automatically refunded to the owners. Understood. However, there wouldnt be an excess if the bills were paid. Once again, I was reassured that the penalties/Interest would not be our responsibility. 

Confirmed that the Letter to Caliber accompanied by the returned escrow check was delivered by the US Postal Service on XX/XX/XXXX. 

XX/XX/XXXX Received Mortgage Statement Reducing mortgage payment. 
Since we have now been instructed by Caliber that our mortgage was going down because and excess in escrow and then a week later that it was going up due to insufficient escrow and now it is lower again, I am not confident! 


XX/XX/XXXX Called Caliber Escrow Department. Spoke with Representative at XXXX. Rep informed that the last payment from the escrow account was for {$2300.00} on XX/XX/XXXX. 

Briefly reviewed with Rep that escrow payments are delinquent and payment is to be made. Was put on hold for about 10 minutes. Representative said a Supervisor will call back in about 45 minutes when they are due in. It is now XXXX no call has been received. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - We have not missed any payments. We have not been late on any payments. Throughout the last XXXX years we have had multiple home loans. I have never had to check on my tax payments. How can I get this mortgage company to pay our taxes? Am I gon na be responsible for the penalties/interest? The taxes will be due again soon. 

Please help.

Company response to consumer: Closed with explanation