Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I AM NOT LIABLE FOR THIS DEBT WITH "CALIBER HOME LOANS "I DO NOT HAVE AN ACCOUNT WITH " **********************" THEY DID NOT PROVIDE ME WITH ORIGINAL CONTRACT AS REQUESTED." Under the **** 15 U.S.C. *****, a credit reporting agency may only furnish your credit report to a person or entity that has a permissible purpose.

  

  Business Response

  Date: 07/15/2025

  July 15, 2025
  
  Trion ******
  *********************************
  ********, GA *****  
  
  
  Re:        BBB Complaint ID: ********
                Caliber Account Number: **********
                Property: ************************************************; 
  
  Dear Trion ******:
  
  This letter is in response to the ************************** (BBB) correspondence received by Newrez on July 1, 2025, regarding the above referenced property. Please know that we take our customer service and consumer protection obligations seriously and have dedicated staff to identify and resolve your concerns.
  
  We have reviewed our records with regards to tis mortgage loan that originated with Caliber Home Loans***** and originated on May 23, 2018. The original amount of the principal obligation under the mortgage was: $294,566.00. We serviced the above referenced account according to the terms of the Note and Deed of Trust, copies are enclosed for your reference.
  
  This account was service released on July 7, 2020 to Midland Mortgage. Their contact information is outlined in the enclosed Notice of Service Transfer letter. We are unable to validate any credit reporting after the time of the service transfer.
  
  Any reporting completed prior to the service transfer is considered historical data and will remain for the statute of credit reporting.  In accordance with the Fair Credit Reporting Act (FCRA), we are required to report payments accurately as they were received; therefore, credit cannot be corrected as a courtesy. If the payment is not made by the last day of the month it is due, the payment will be reported late to the **************************** Enclosed is a copy of the payment history for your reference.
  
  Although Newrez apologizes for any inconvenience regarding this matter, we have been unable to determine that any error has occurred. You have the right to request documentation supporting our determination, but please note it is enclosed for reference.
  
  For any additional inquiries or assistance, feel free to contact us directly at **************.
  
  Si usted no entiende el contenido de esta carta, por favor contacte a uno de nuestros representantes que hablan espaol al nmero **************.
  
  Sincerely,
  
  ******* ******
  Compliance Department
  Newrez LLC
  
  Enclosure(s): Note, Deed of Trust, Notice of Service Transfer, Payment History  
  
  CC: Better Business Bureau
  
  

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to obtain a 1098 tax form for 2021 for **************************************. The tax line is always down due to "technical issues" and no one can help me at the other customer service numbers because I am not a current client. I need this document asap.

  

  Business Response

  Date: 10/10/2024

  Attached is the 2021 1098.

• Initial Complaint

  Date:08/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need a 1098 from 2020 for this address: *************************************. There is no way to contact customer service for previous **********************, only current customers. The number they give for tax inquiries always has an answering service that says it is down to technical or weather issues.

  

  Business Response

  Date: 08/20/2024

  Caliber Home Loans (Caliber) was purchased by Newrez LLC (Newrez) in 2022. All Caliber assets have been transferred to Newrez or other servicers. Prior to that, Caliber serviced this loan through March 13, 2020, at which time the loan was paid in full. Due to the untimely nature of this request, the available information is limited. Therefore, we are providing the available document that was previously sent to the mailing address: ************************************

• Initial Complaint

  Date:08/06/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need a 1098 from 2020. There is no way to contact customer service for previous **********************, only current customers.

  

  Business Response

  Date: 08/14/2024

  Caliber Home Loans was purchased by Newrez LLC in 2022 and no longer services loans. Attached is the only available documentation for a transaction of this age.

  Customer Answer

  Date: 08/15/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to this company regarding some funds I overpaid on a previous mortgage and was notified about. After confirming identity and provided all needed information I was given a thirty day window to receive the funds back. after over two months I was told I would not receive the funds but would have to reach out to the state to get them.

  

  Business Response

  Date: 08/14/2024

  This complaint has been received and is being handled through the ************** BBB for Newrez loans. There will not be a response through the Dallas BBB portal as all loan details and information resides with Newrez.

  Thank you.

  

  Business Response

  Date: 08/19/2024

  Please see the attached response regarding the homeowner's concerns

  Customer Answer

  Date: 08/19/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Caliber owned our home loan until they sold it in Sept. 2023. I have tried for weeks to get a 1098 sent to me, there seems to be no contact information online since Caliber seemingly sold it merged with another company. The website only has the 2022 1098. And Everytime I call the customer service number it takes me to a different office that can't pull up my account. I have been promised 4 different times that someone will figure it out and email me the tax form, but it never happens. So here I am again, spending more hours on the phone today trying to figure it out. I had to file an extension on my taxes as well. Yes, caliber may have mailed a copy in January, but between surgeries and having a baby if it came, it must have been misplaced and I've been unable to find it.

  

  Business Response

  Date: 05/06/2024

  Dear *************************:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to the inquiry we received from the Better Business Bureau (BBB) on May 1, 2024.Your complaint states that you did not receive the 2023 Form 1098 and have been unable to contact someone by phone to obtain a copy.
  
  We appreciate the opportunity to address your concerns. Please be advised we have no record of an account in your name. If the account is under a different name, we would need to receive the request for the document directly from the named borrower.
  
  Requests for copies of Caliber documents can be submitted by the borrower in writing to:
  
  Newrez, LLC.
  PO Box 2487
  ********************
  
  Please be sure to include the Caliber loan number with the request.
  
  
  Sincerely,
  
  Customer Advocacy and Response Team

  Customer Answer

  Date: 05/06/2024

  My husband and I are both on the loan. 

  I am ************************* (6-22-93), my husband is *************************** (5-21-86).

  I have been on the phone with NewRez and promised I would get the records sent to me within 24 hours, and 5 time I have received nothing. Every single time, it is 30 minutes of me giving them information, and them not being able to assist me because they cannot find my account, and then it is escalated, and I never hear from them again. Each week I try again. I have spent 20+ hours working on this, AND had to file an extension because I have gotten nowhere with this. 

   

  Customer Answer

  Date: 05/06/2024

  I have reviewed the business response and accept this resolution. I did have to call, someone finally directed me to setting up a newrez portal, and then I was able to get the correct 1098 I had been looking for, 

• Initial Complaint

  Date:04/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to get in touch with Caliber, who was the previous holder of my home loan. They sold the loan to a new company, that went into effect October 1, 2023. I have not received a 1098 tax form from Caliber, and the one I received from my new loan company only has the information for October-Dec 2023. I am not able to access anything about my prior loan on Caliber's website, and there is no way to get in touch with a customer service representative via their "Contact Us" options. Because I don't have a current loan with them, the system hangs up on me. I need to figure out how to get my 1098 information for taxes from them.I need a person to talk to or email I can get a response from.

  

  Business Response

  Date: 04/17/2024

  To Whom It May Concern:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to the inquiry received on April 15, 2024. In the correspondence, ******************* states that they have not been able to get in touch with Caliber and have not received the 1098 tax statement.
  
  We appreciate the opportunity to address these concerns.Please see the attached 1098 statement which was mailed on January 12, 2024, to the above property address.
  
  Please contact the new servicer below for further loan information effective October 1, 2023.
  
  Valon Mortgage, ************************ Department
  **************
  *******************************************
  *********, ****** 97008-7105
  
  
  
  Sincerely,
  Customer Advocacy and Response Team
  
  Enclosure: 1098 Tax Statement
  
  
  
  
  
  

  Customer Answer

  Date: 04/17/2024

  I have reviewed the business response and accept this resolution. 

  The business should still have some kind of option for previous loan holders to reach a person for issues such as these. Their current phone system hangs up on you if you don't have a current loan with them by phone number, social security number, or loan number. So it was near impossible for me to get a resolution to this through trying to contact them directly. I also saw no option for email communication on their website.

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cannot reach customer service via the phone number they listed online and on my escrow statements no matter what I do. I've looked up and tried multiple numbers and none work; will not let me out of automated system. My loan was transferred in Oct. 2023 and I need to speak to someone to get proof of what I paid to my homeowner's insurance via escrow, as they are saying I underpaid. This is unacceptable to treat past customers this way, with no way to speak to a human.

  

  Business Response

  Date: 04/12/2024

  To Whom It May Concern:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to the inquiry received on April 12, 2024. In the correspondence, the homeowner states they are trying to speak with Caliber because we under paid the homeowners insurance policy.
  
  We appreciate the opportunity to address your concerns. Please see the enclosed transaction history which displays the homeowners insurance policy was disbursed on March 14, 2023, for the amount of $10,911.00 and on March 15, 2023, for an additional $642.00. A fax was received for the policy #KINHOFL291740102 effective March 26, 2023-March 26, 2024. The payments were disbursed to KIN Insurance with their phone number ************.On March 16, 2023, a cancellation notice was received as the policy was rewritten but no payment was disbursed. No other documents were received, nor were phone calls received to advise of additional funds needed. The loan was transferred to the servicer below effective October 1, 2023. Please contact the new servicer below for further information.
  
  Valon Mortgage, ************************ Department
  **************
  *****************************,
  *** 28754
  *********, ****** 97008-7105
  
  Sincerely,
  Customer Advocacy and Response Team
  
  Enclosures: Notice of Servicing Transfer Letter,Transaction History
  
  
  
  

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a victim of identity theft. I've noticed unauthorized transactions and suspicious activities linked to my identity. I've filed a police report, but I need assistance in resolving this issue. I hope to recover my financial losses, clear my name, and request your help in removing this account from my credit report. Please help meinthismatter. --------- CALIBER Opened on 12/31/2019, Account Number *************---------

  

  Business Response

  Date: 04/03/2024

  To Whom It May Concern:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to the inquiry received on March 28, 2024. In the correspondence, you advised of identity theft committed,noticed unauthorized transactions and want this account removed from your credit report.
  
  We appreciate the opportunity to address your concerns.
  
  1. This loan was originated with Alpha Mortgage Corporation, a ************** Corporation and was originated on December 31,2019.
  2. The amount of the original Principal obligation under the mortgage was: $148.117.00.
  3. The Loan Type was: Conventional
  4. The monthly payment amount is: $696.50.
  5. Payments are due on the 1st of each month,beginning February 1, 2020, through the maturity
  date of January 1, 2050.
  6. The date of last full payment was October 27,2022
  7. The loan was Serviced Transferred on effective November 2, 2022.
  
  Enclosed is a copy of the loan documents signed at closing, and the payment history. If, after review of the information and documentation herein, you believe there are errors in the
  Information, please contact the current servicer below:
  
  Shellpoint Mortgage ***************************** Department
  **************
  P.O. Box 10826
  **********, ** 29603-0826
  
  Sincerely,
  Customer Advocacy and Response Team
  
  Enclosures: Deed of Trust, Note, Statements,Settlement Agreement, 1098 Statements

• Initial Complaint

  Date:03/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a mortgage that was originated and serviced by Caliber home loans. In March of 2023 the autopay did not go through due to a technical error. This was my only 30 day late payment with caliber home loans which now closed my account and transfered to NewRez.My Loan # is ********** I am asking for this 30 day late payment to be removed

  

  Business Response

  Date: 03/26/2024

  To Whom It May Concern:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to the inquiry received on March 25, 2024. In the correspondence, you had a mortgage with Caliber and was reported delinquent in March 2023 due to a technical error. The loan has since transferred to another servicer and request the late reporting is removed.
  
  We appreciate the opportunity to address your concerns.Please know that the information submitted to the Consumer Reporting Agencies,(CRAs) was sent in compliance with the Fair Credit Reporting Act.  While the loan was past due, Caliber submitted information to the CRAs reporting it as such.  Caliber is obligated to furnish the CRAs with accurate information and will not remove the reported delinquencies.Please see the enclosed transaction history.
  
  Sincerely,
  Customer Advocacy and Response Team
  
  Enclosure: Transaction History
  

  Customer Answer

  Date: 03/26/2024

  I am rejecting this response because:   

   

  Caliber Home Loans what appears to be a print out of their own internal records. However, as i originally stated there was an error with the autodraft for that Month that was correct when i called support. Caliber Home Loans does have a duty to report accurate information to the credit bureaus and that is why i am requesting them to remove the late payment. 

  

  Business Response

  Date: 04/05/2024

  Please provide an extension to respond. 

  

  Business Response

  Date: 04/08/2024

  To Whom It May Concern:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to the inquiry received on March 25, 2024. In the correspondence, you reject the prior response and state this was our error.
  
  We appreciate the opportunity to address your concerns.On January 28, 2023, you set up a recurring Automatic Clearing House payment,however starting on February 1, 2023, would have been too soon and the options provided would have been for March, April or May. If March was selected, the loan was already delinquent, so the recurring *** would have cancelled and never taken effect for the March 1, 2023, draft. The loan must be current for the recurring *** to start. The February 1, 2023, payment was not received until March 8, 2023. Please review your set up email sent to you in January 2023. Please know that the information submitted to the ***************************,(CRAs) was sent in compliance with the Fair Credit Reporting Act.  While the loan was past due, Caliber submitted information to the CRAs reporting it as such.  Caliber is obligated to furnish the CRAs with accurate information.
  
  As we are unable to access the *** Confirmation email sent to you, therefore we submitted an ************************ (AUD) form to the *************************** (CRAs) to report March 2023 as ******** No Data is not a negative nor positive credit reporting; however, it will suppress the negative credit reporting. Please allow three to five business days for the CRAs to update their records.
  
  
  Sincerely,
  Customer Advocacy and Response Team
  

  Customer Answer

  Date: 04/22/2024

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 06/16/2024

  Hello Caliber and BBB,

   

  i have wait a couple months and it appears that Caliber Home loans is still reporting the 30 day late. According to the response it was supposed to be reported as no data yet all three CRAS are still showing that caliber is reporting a 30 day late. Please advise.

  Thank you,

  ******

  Customer Answer

  Date: 06/16/2024

  Please see the attached photo showing the 30 day still being reported

  

  Business Response

  Date: 06/21/2024

  This loan is currently serviced by Newrez LLC / Shellpoint Mortgage Servicing and should be forwarded to the ************** BBB portal for handling. Thank you.

  Customer Answer

  Date: 07/31/2024

  No they have not entered no data as they agreed. 

  

  Business Response

  Date: 08/02/2024

  attached is our response to the homeowner's concerns. 

  

  Business Response

  Date: 08/02/2024

  Please submit this complaint to the South *************** for Newrez. Due to the acquisition of Caliber by Newrez, and the subsequent transfer of servicing of *********************************** loan to Newrez, they are best able to research and respond to any complaint regarding the servicing of this loan. Thank you.