Consumer complaint received 2022-12-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Caliber Home Loans, Inc.
State: NC

Complaint narrative:
Our experience with Caliber Home Loans. Account XXXX We are having great difficulty communicating with Caliber Home Loans. Our communications have been tedious and aberrant. We need help addressing our concerns. 

When we received our first statement my husband called caliber homes from the number that was published on our first payment coupon. He told them that he wanted to pay off the mortgage in its entirety and wanted them to provide him with a payoff amount. Our intentions were to mail the payment with a cashiers check from our personal bank. XXXX asked for a payoff amount that would be valid through the next month to make sure that the payment would satisfy the lien. 

We were told by our lawyer at the real estate closing that we should not wire money to Caliber Homes when we wanted to pay off the note for security purposes, we should get a cashiers check from our bank. We complied.

We mailed the check to Caliber Homes to the payment address on the statement. We were never told to get a PAY OFF NOTE or to send correspondence to a different address.

We verified the check had been cashed by Caliber and I called to ask how the escrow account and property taxes were handled. I told the agent we had PAID the loan off and I was doing my due diligence to make sure our account was in good standing and to follow up on taxes and escrow and to see if there were any credits due. I was told that there was a credit of XXXX ish dollars. The agent went on to tell me I should expect a check from caliber in about 21 days. 

I called back in approximately 30 days. The agent said our check was in the mail and we should get it next week. I waited. No check. At this point I had XXXX call because I was concerned. He was told that it may take 2-3 months to process and it hadnt been mailed. 

At this point we have had XXXX contacts with Caliber Homes where your agency has had time to tell us the loan was still open and had not been closed. How are we supposed to be responsible for following procedures that your employees are not aware of? 

Fast forward XX/XX/2022. We receive a statement from Caliber out of the blue telling us we are delinquent and owe XXXX and the loan is still open. Imagine our surprise!!!! We told your agency to PLEASE PLEASE escalate our concerns to a manager. We were very concerned about our credit and to NOT turn us into a credit agency until our case could be reviewed by an account manager.

Well our case has never been reviewed. NO ONE has ever called us back. Kevins credit has been attached. It should be noted his score is still XXXX. He is not a liability, and we have been responsible. We also received a foreclosure notice. 

Since this date we have called FIVE times. Some associates have been knowledgeable and we have learned our pay off did not process through the correct system and somehow Caliber NEVER sent statements or had associates that could identify there was a problem and let us know how to satisfy this endless nightmare.

In conclusion we wired {$6900.00} dollars to Caliber Homes on XX/XX/2022 after we thought we had satisfied this note. We would like an account manager with authority to review our case and and provide us with a detailed financial breakdown of all charges and payments associated with account number XXXX. 

XXXX phone calls later, we still dont have answers. This can not be usual and customary behavior. Please help us clear this matter. 


Sincerely, XXXX XXXX XXXX acknowledges a record of calls and representatives. 
I have sent this note to customer complaints department XXXX phone number of Caliber Home Loans Sent from my XXXX

Company response to consumer: Closed with explanation