Consumer complaint received 2016-08-08 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: Caliber Home Loans, Inc.
State: GA

Complaint narrative:
Please allow this letter to serve as a formal complaint regarding Caliber Home Loans, and specifically regarding loan account number XXXX for XXXX XXXX and XXXX XXXX XXXX at XXXX XXXX XXXX, XXXX, GA XXXX. 

As you can see on the attached excel spreadsheet, there are many discrepancies with the amount of money that they state we have owed, have been behind on, as well as payments they have not received/recorded. 

When we filed bankruptcy in XXXX, after the market crashed, we had to be current on our account in order to keep our home. However, shortly after that, we were served papers that we were behind, although we had receipts of our payments. We paid the difference in order to keep our home from going to foreclosure. 

In XXXX XXXX, we received a letter that we were behind on payments again. Once again, we sent receipts for all of XXXX payments. We ended up paying {$10000.00} at once to keep our home from being foreclosed. For a few months, we spoke to many different representatives, and were given many different amounts that were due to make our account current. However, once again I have receipts backing each of our payments made in XXXX. We made a payment each month. But, in XXXX of XXXX they sent a check back and did not accept it, stating that we were behind. After sending my receipts, they still proceeded with foreclosure, forcing us to pay the {$10000.00}. 

Prior to us making a payment of {$10000.00}, we were told that we owed, {$17000.00}, {$8600.00}, {$8500.00}, {$8100.00} depending on whom we talked to as well as different letters or statements we received in the mail within days from each other. We were told we were missing payments for XXXX, XXXX, XXXX and XXXX of XXXX, but when I showed the receipts for these, they could not tell us what we months or payments were behind or short on. I have correspondence from them in writing as well, with many different discrepancies. 

Then, yet again, we get another letter from Caliber Home loans and had to pay another fee of {$1900.00} although I made each monthly XXXX payment in full and on time. They can not explain this discrepancy either. They originally said we owed over {$5000.00} to make the account current. 

They say we are behind on our escrow because of tax increases, and that our payment is changing to make up for the short escrow of {$1100.00}. After investigating this, our XXXX taxes due were {$2000.00}, and our XXXX taxes were {$2000.00} for XXXX, so not much of an increase to justify adding almost {$100.00} per month to our escrow. Our house insurance did not increase either. 

In addition, according to all of my paperwork, my loan should mature XXXX after a 30 year term. According to their records, it will mature XXXX. Yet, the records they sent me in writing shows that my loan matures in XXXX. 

My husband and I have tried on numerous occasions to communicate with them via telephone, by writing letters, sending in proof of payments, etc., and I can not get them to explain the discrepancies. They ca n't give us the answers, and just flood us with paperwork. When they respond to my letters and requests, it is statements, letters or paper work that still shows discrepancies. 

I would like for someone to look at the paperwork that I have, and ask Caliber Home Loans to prove the discrepancies, especially the {$10000.00} they charged us, as well as recently the {$1900.00} they charged again. 

I would appreciate any feedback you can provide, and any advise too. I can be reached on my cell phone at XXXX or my husband can be reached at XXXX. 

I thank you in advance for looking into this for us. 


Warm Regards, XXXX XXXX XXXX XXXXXXXXXXXX XXXX

Company response to consumer: Closed with explanation