Consumer complaint received 2024-01-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Caliber Home Loans, Inc.
State: FL

Complaint narrative:
In reference to the previous 2 complaints prematurely closed, XXXX and XXXX, Caliber Home Loans has already been provided all requested documentation proving it is Caliber, not XXXX or anyone other company, which owes me my money. The following facts will prove the preceeding statement. 

In Caliber 's response to complaint XXXX, Caliber responded with reference to loan number XXXX Who does that loan number belong to? Not me, because as we all know and have covered numerous times in both complaints as well as Caliber 's payoff confirmation letter sent to me as attached to complaint XXXX, my loan number was XXXX. 

In addition, today when I called XXXX XXXX Customer Service Department on Caliber 's recommendation at XXXX, they still have NO RECORD of my loan number. They have NO RECORD of my address. I have NEVER had any business with XXXX and they have no business with me. 

Fact : This is not a XXXX problem. This is a Caliber Home Loans problem. 

Evidence of this is documented, well-known, and again proven by the letter in which Caliber sent me that the loan was to be transferred to XXXX on XX/XX/XXXX. However, in the XXXX complaint response, Caliber admits " Our records indicate the loan was paid in full on XX/XX/XXXX ''. This is indisputable proof that the loan was not transferred because there was no loan to transfer. In addition, Caliber will note on the calls it records and the records it keeps that I had already called at the beginning of XXXX requesting a payoff amount and Caliber 's own agents confirmed they would notate my account and watch for the funds to arrive, and they arrived in full. 

Caliber states " Caliber requires full complete bank statements ( all pages ) which was not provided until XX/XX/XXXX. '' This documentation was provided 2 DAYS after requested from Caliber 's response on XX/XX/XXXX, which appears in complaint XXXX. I, however, have been attempting to have Caliber return my money plus interest and fees since XX/XX/XXXX. We are now 5 MONTHS since XXXX. Therefore, my response to Caliber is " XXXX requires full complete payment of overpaid funds of {$1100.00} plus {$750.00} research fee and at 35 % interest for a grand total of {$2500.00} which Caliber has owed since XX/XX/XXXX. '' However, Caliber Home Loans still to this day CONTINES TO OPERATE A FRAUDULENT COMPANY. Caliber continues to make excuses, cause unnecessary delays, continues to fail in communication, continues to fail in stating loan numbers correctly, continues to fail in truthfully returning my money it knowingly has, continues to fail in seemingly forwarding a paid-off mortgage by Caliber 's own admission to XXXX, a company that has no record of the loan, continues to fail in taking ownership of a problem that is exclusively their own, and continues to fail in honest business practices. 

Caliber Home Loans should be fined and penalized to the fullest extent of the law. Further delays equal legal action.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation