Consumer complaint received 2023-01-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Caliber Home Loans, Inc.
State: WA

Complaint narrative:
XX/XX/XXXX Caliber transferred service of my loan to XXXX. Just before this transfer, I ended my COVID forbearance under Caliber, and made restarted payments eff. XX/XX/XXXX but was told I had to make phone payments because underwriters were working on my account. I requested the removal of PMI  based on the evaluation of my home, done by Caliber 's broker and was issued a XXXX XXXX XX/XX/XXXX, showing the increased value of my home, which put the value above the threshold to carry PMI. Caliber let me know that underwriters would automatically remove this, they issued the letter and it would be included with all materials when the underwriter saw it, and I would see the removal of PMI in my statements once the underwriting was complete. When I asked why an underwriter was reworking my loan, since my mortgage terms remained the same per my COVID deferral/ending agreement, a SPOC agent let me know that all those ending COVID forbearance go through underwriting and it would take minimally 45 days to complete this. All this sounded reasonable, so I waited. Shortly after this Caliber conversation, I then learned in late XXXX that my mortgage servicing would move to XXXX, with Caliber holding the note. When I called XXXX ( many times ) to ask about status of the PMI removal they said they would review that and did not have the records and no information. I stated that I have the letter and it should be in my records from Caliber. XXXX said they would review it after they got my records and then later told me they could not 'see ' any records prior to my mortgage being transferred to XXXX  for servicing. It is nowXXXX and my account is still inaccessible online. The PMI is still on my mortgage statement/payment. I have to make my payments by phone - and when I call to request a fix a CSA tells me they are working on it, but not before they tell me they are a 'debt collector '. By law XXXX/any services has 60 days after transfer to provide transparency around your mortgage. I am also now being hit with an escrow shortage, an increased mortgage payment. I spend countless hours on hold with no resolution and no information. At times, I have spent 2 hours on hold with no one answering. Who has the TIME to wait like this and then be told they don't have the info and/or they will file an IT ticket or complaint. This is not a good servicer that leaves the consumer in the dark about payments. What I want : access to view my mortgage and terms ; information on what is now a 2nd escrow analysis ( one in XXXX, a XXXX in XXXX ) ; removal of PMI based on my BPOE letter showing increased house value ; transparency around the COVID deferral/no-interest back due amount that should be shown separately from my main mortgage ( I am under same terms as prior to COVID, per my deferral agreement. ) which is now shown as being grouped in with the main mortgage with interest being charged on the combined total amount ( an increase of $ XXXX per month ). ( My total mortgage was {$510000.00} prior to my COVID deferral of 12 months. It is now showing on the paper statements that XXXX is sending as {$520000.00} with no breakout of the missed payments ( PITI ) from the new total mortgage balance. ( Caliber made escrow payments during my COVID forbearance ; any backdue should be tacked to end of loan, or sale/refinance. ) When I ask for clarification or correction from XXXX  I am told they dont have my mortgage information prior to transfer, or, that I can file a complaint and they can do an analysis. They are not providing me with information around the details of my mortgage other than 2 paper billing statements and a 'hello/goodbye'/ 'welcome ' letter. XXXX is very simple not following the federal law regarding PMI removal, COVID deferrals and using delay tactics with the additional upfront cost being pushed to me/the consumer, while they take many more months to get information from Caliber and do an analysis. XXXX  illegal delay tactics are costing me serious money and stress. At minimum, my interest on the mortgage should NOT be significantly and consistently higher than when I began the COVID deferral ( but it is per the 2 statements I've received ) and with PMI being removed, per law, my mortgage payment should be reduced by approx. $ XXXX {$150.00} per month. I want clarity around the ENTIRE scope/duration of my mortgage, what escrow payments have been made, what has been deferred into a zero-interest account, and the removal of PMI.

Company response to consumer: Closed with explanation