Consumer complaint received 2023-07-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Caliber Home Loans, Inc.
State: WA

Complaint narrative:
In XX/XX/2023 I noticed that my mortgage payment normally paid via my banks bill pay was still outstanding meaning it had not been cashed by the mortgage company. I contacted Caliber Mortgage who said they had not received it. I told them I would have my bank submit a new check. Caliber encouraged me to wait to see if my original payment showed up and I agreed. When it didn't I called them again and we agreed i would stop payment on the check and reissue a new check. 

Subsequently, my original check and my new check arrived at Caliber. My original check Caliber attempted to process against my express request and conversations with them which they later told me they could not do. 

One time problem solved ... or so I thought. The next month ( XX/XX/2023 ) same routine. The check is not there on time and I am monitoring this and scramble to get a new check to them. I speak to them again and ask what is going on and they tell me it's the post office problem not thiers. So I spend countless time talking to post masters and post offices along the chain of custody to determine what is happening and found nothing wrong. 

Meanwhile I have paid Caliber via their online payment portal and no sooner had I paid but they received the check for XXXX and I don't have sufficient funds to cover two mortgage payments. So it's comes back NSF again generating a fee. 

XXXX comes and it is the same drill once again. So I call Caliber and say what is going on. For many years I have sent payments without a problem now it is a problem. They say it is because my bank mails paper checks rather than an electronic debit service. They suggest I change banks. So I spend more time finding a bank who has the type of service Caliber wants and get established at XXXX XXXX 

XX/XX/2023 comes and my account at XXXX XXXX is not yet set up so I go to pay on the Caliber website and they have locked me out from paying my mortgage because they say I am delinquent. I call and ask to pay by phone and they say I can not pay by phone because I broke a payment plan. What payment plan I ask? The XXXX agent tells me that when I spoke to them in the past that they set me up on a payment plan because I was behind. Yet I never asked for such a thing. I just want to pay my bill like I always have. 

So now I owe two months ' mortgage and I make a single payment with the intent to make a double payment in XXXX. I owe this double payment keep in mind that they would not accept my payment by phone, or on their website and my checks keep being lost in the mail to them. 

I want to pause for a moment and ask you to read that last line once more. How exactly am I to pay my mortgage in this instance? Moreover, every single time I talk to Caliber Mortgage their position is that it is someone else who is at fault. They are not even willing to consider it may be something on their end. 

So now it is time to make my payment at the end of XXXX and imagine my surprise that on the website it says my mortgage has been transferred to another lender and I may not access my loan nor pay it at this time. 

Meanwhile, Caliber has been sending information about missed payments to the credit reporting agencies completely decimating my credit rating. 

I have been a customer of Caliber for over twenty years. I have never had a problem with missed payments. Something clearly went wrong with the mailing of my check but I made herculean efforts to make my mortgage payments and got absolutely no help from Caliber or suggestions on how to resolve this issue. And to make matters worse they have made it virtually impossible to make my payments resulting in credit reporting that is entirely unfair and unwarranted in my view. 

I have much more detail on this including transcripts of my calls with Caliber but I think this gets to the heart of the issue. They have made it incredibly hard to work with them and in doing so have sent my credit rating so low it is affecting other parts of my life. 

I was the one to contact them about this, I have been the one to try to find a solution and all they do is report me to the credit bureau when they literally won't accept my payment. 

This month ( XX/XX/2023 ) having sold my mortgage to another lender was the last straw, I am trying to pay my bill and neither one will take it. Caliber because they say it has been transferred and the new lender won't accept it because they say my account isn't ready to take my payment. Yet one or both will undoubtedly report me to the credit bureaus once again. It is wrong and truly confusing to me how illogical this company can be. Do they not want my payment? Are they more interested in seeing me hurt by a plunging credit score? 

Caliber used to be a top mortgage company. I have had five different mortgages with them over the years. They are nothing like they once were and in my view acting in total disregard to the facts and circumstances in my case. Calling them resolves nothing. They respond to me by saying it is not their problem it is mine. 

This has to stop and I hope you can help. I just want to pay my mortgage for goodness sake.

Company response to consumer: Closed with explanation