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:02/06/2024

  Type:Order 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.

  NewRez chose to purchase an insurance policy for my property. Since July of 2023 I myself, my own insurance agent with progressive and the management company for my hoa (Vertex) have submitted the insurance coverage information via the website expressinsuranceinfo.com as NewRez instructed multiple times. I also called them and gave them the information for the hoa insurance and my personal insurance over the phone multiple times. I myself and the management company for my hoa have faxed my policy and the hoa policy it to: ************ multiple times. Even a paper copy of my policy and the hoa policy was mailed to PO Box 7050 ****, ** 48007-7050 from myself. For months they have been charging without my authorization or approval amounts up to almost $130 monthly for an insurance policy they purchased on their own. I expect swift and full refund for every lender placed hazard insurance payment they have stolen from me. This is literal theft. They have been provided this information multiple ways from multiple individuals multiple times.

  Customer Answer

  Date: 02/09/2024

  I just received a letter today that they are increasing the amount they are charging me for the hazard policy that they took out themselves. I dont know if they get some sort of financial compensation for purchasing these policies but it is ridiculous. I sent new rez messages online from my account and they refuse to acknowledge or respond to my inquiries. Is there any updates?

  Customer Answer

  Date: 02/09/2024

  This is the only confirmation I get when I submit the documents online. 

  Customer Answer

  Date: 02/13/2024

  I filed a discrimination complaint today against New Rez via their own website for not replying to any of my messages trying to resolve this. 

  Customer Answer

  Date: 02/14/2024

  Hi, I need an update on my complaint. I have continued to reach out to new rez to resolve this issue. I have sent 4 messages via their website since 2/5 and they will not respond to me and they are now increasing my house payment according to my next statement due to this issue and I cannot afford this. I really need some sort of resolve.
  Thank you,
  **********************;

  Customer Answer

  Date: 02/21/2024

  I sent another message today to newrez via their website due to not getting a response back. By mid-day I still had not received a response, so I was able to initiate a chat during their business hours and they were of absolutely no help. They said there was nothing they could do they only can give general information. They refused to let me speak to a manager. They refused to have a manager reach out to me. I asked if a transcription of our conversation could be emailed to me that I wanted to add it to my complaint with the bbb and they refused and ended the chat so I was unable to even take pictures of the full conversation. 

  Customer Answer

  Date: 02/27/2024

  I reached out to new rez again via their message option on their website. I still have not received a response from them. 

  

  Business Response

  Date: 03/06/2024

  Please be advised that the loan associated with this complaint transferred to Newrez LLC as of November 2022. We would prefer that this be reassigned to BBB Upstate for easier processing. Prior complaints for this loan have been responded to, by Newrez, according to the required timelines.

  

  Business Response

  Date: 03/08/2024

  Please be advised that the loan associated with this complaint transferred to Newrez LLC as of November 2022. We would prefer that this be reassigned to BBB Upstate for easier processing. Prior complaints for this loan have been responded to, by Newrez, according to the required timelines.

  

  Business Response

  Date: 03/08/2024

  Please see the attached response regarding the homeowner's concerns

  Customer Answer

  Date: 03/10/2024

  New Rez still claiming that they were correct. I was refunded every ***** from them. If they were correct why would they give it all back to me? They wouldn't. They are stealing from people with the insurance scam. There are TONS of complaints about the same thing on the BBB and the consumer financial protection website. 

  Customer Answer

  Date: 03/11/2024

  I have reviewed the business response and accept this resolution. New Rez still claiming that they were correct. I was refunded every ***** from them. If they were correct why would they give it all back to me? They wouldn't. They are stealing from people with the insurance scam. There are TONS of complaints about the same thing on the BBB and the consumer financial protection website.
  

• Initial Complaint

  Date:01/10/2024

  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 have a late payment reporting on my credit report from this company. I was never late, and this issue is tremendously impacting my financial life and the ability to buy a home. I request that my account with the credit bureaus is updated to on time, never late.

  

  Business Response

  Date: 01/31/2024

  Hello,
  
  
  We are requesting additional time to respond to the homeowners concerns. Please allow until February 9, **** for our response.
  
   
  
  Please advise.
  
   
  
  Thank you,
  
   
  
  *************************
  Supervisor of Compliance Homeowner Advocacy
  
  Regulatory

  

  Business Response

  Date: 01/31/2024

  Dear ***************************:
  
  This letter is in response to the Better Business Bureau complaint received on January 8, **** regarding the subject property. Newrez LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in 8037. ********************** LLC ************************ began servicing the loan on the behalf of the owner referenced above on or about November 2, 2022. 
  
  Please know that Newrez LLC takes its customer service and consumer protection obligations seriously and has dedicated staff to identify, resolve, and permanently correct operational deficiencies.  
  
  Your complaint states Caliber Home Loans (Caliber), your prior servicer, has reported a late payment on your credit, but you have never been late with a payment. You are requesting the late credit reporting be updated because you have not been late with a payment.
  
  The due date for the loan is the 1st day of each month. If the full installment amount is not received in full by the 1st day of the month, the loan will be past due. If the full installment amount is not received in full by the end of 15 days after the due date, a late charge may be assessed. If the full installment amount is not received by the last day of the month in which it is due, the month will be reported late to the *************************** (CRAs).
  
  Upon review of Calibers servicing of the loan, on May 2, 2022, Caliber received your payment of $3,447.95 and posted the funds toward your May 1, 2022 installment. On May 6, 2022, your payment of $3,447.95 was returned as non-sufficient funds (NSF) by your financial institution.As such, Caliber reversed the payment of $3,447.95 from the May 1, 2022 installment and assessed an NSF fee of $15.00.
  
  On June 1, 2022, a payment of $3,447.95 was received and applied to the May 1, 2022 installment. On June 8,2022, your payment of $3,447.95 was returned as NSF by your financial institution. As such, Caliber reversed $3,447.95 from the May 1, 2022 installment and assessed an NSF fee of $15.00.
  
  On July 14, 2022, your payment of $3,447.95 was applied to the May 1, 2022 installment. On July 28, 2022, your payment of $3,447.95 was applied to the June 1, 2022 installment.
  
  Our research determined, the credit reporting is accurate for the month of July 2022 as 60 to 89 days past due as shown with the CRAs because the loan was due for the May 1, 2022 and June 1,2022 installments. Your inquiry does not assert that any specific errors in the credit bureau reporting have occurred. Caliber or Shellpoint are unable to provide goodwill and/or courtesy credit adjustments. As a reminder, a full periodic payment (which includes principal, interest, taxes and insurance) must be received to avoid any derogatory credit reporting.
  
  As a servicer, we are required to report accurate information in accordance with the Fair Credit Reporting Act;therefore, we are unable to update the previous credit reporting. Please note,Caliber and Shellpoint provides credit information to these major credit bureaus: Experian, Equifax, TransUnion, and Innovis.
  
  Shellpoint or Caliber cannot advise you regarding your credit score, as we have no knowledge of your credit profile or how the individual CRAs calculate your credit score. You may contact them directly to inquire about your credit report and credit score. Their contact information is provided below. We respectfully request you contact them directly with any issues regarding their determination of your credit score.
  
  TransUnion
  www.transunion.com Equifax
  www.equifax.com Experian
  www.experian.com Innovis
  www.innovis.com
  TransUnion Consumer Solutions
  P.O. Box 2000
  Chester, ** 19022
  *************** Equifax ****************** Services, Inc.
  P.O. Box 740241
  *******, ** 30374
  *************** Experian Information Solutions, Inc.
  P.O. Box 4500
  *****, ** 75013
  *************** Innovis Consumer Assistance
  P.O. Box 1640
  **********, ** 15230
  ***************
  
  As of the date of this correspondence, the loan is due for the February 1, **** installment of $3,746.63.
  
  You have the right to request documentation supporting our determination that no error has occurred in the servicing of the loan.
  
  For any additional inquiries or assistance, please visit our website at www.shellpointmtg.com. Once logged in, navigate to the Help icon at the top right corner and select Contact ** from the drop-down menu. Here,you can submit your questions and concerns, as well as upload any relevant documents. You can also find helpful information on our Frequently Asked Questions (FAQs) page. From the Help menu, choose FAQs from the drop-down menu for quick access to answers to common questions. Alternatively, you may also contact me directly at **************************************** or by phone at ***********************, Monday through Friday from 6:00 am to 3:00 pm ET. You may also contact **************** at ************.
  

• Initial Complaint

  Date:12/21/2023

  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.

  On 12/1/23 a payment of $470.04 was made to Caliber Home Loans through bill pay with my WellsFargo account. This payment was not supposed to be made to Caliber, as apparently, they are no longer in business and have been taken over by Newrez. However, they never forwarded my payment to the new mortgage company or returned the payment back to my checking account. I have attempted to call Caliber/Newrez, yet they claim they have no record of this transaction and no record of even my loan that I had since 2020 with them. Now I am out $470.04 and no one can tell me where my money is at Christmas time. The other 2 prior payments were returned to by account, but the last one was not. No one can tell me any answers. I have cancelled all future payments to Caliber to avoid any more payments. My loan number is LOAN #: **********, and I can log into my account, yet they claim they cannot find an account. I cannot pull up any information on their site. My loan has since been sold to Valon Mortgage. I just want my money back as they are not *********** this money. I am attaching proof of payment and loan information from the Caliber Loans website.

  

  Business Response

  Date: 01/04/2024

  Please be advised we need an extension to complete research of the complaint. Please advise. 

  

  Business Response

  Date: 01/10/2024

  Dear ***************************:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to the inquiry we received from the Better Business Bureau (BBB) on December 26, 2023.In your correspondence, you state a payment of $470.04 was made on December 1, 2023,to Caliber Home Loans through your financial bill payment, though the payment should not have been sent to Caliber. The payment was not forwarded to the new servicer or returned to your bank account. You contacted Caliber and we advised the payment was not received. There were prior payments sent to Caliber that were returned but not this payment, made on December 1, 2023. You want the payment returned.
  
  We appreciate the opportunity to address your concerns. On August 9, 2023, the enclosed letter was sent advising the loan was service transferring to Valon Mortgage effective September 1, 2023. Please update your financial institution with the appropriate payee to prevent further misapplication or missing payments.
  
  The payment of $470.04 was rejected and returned on December 5,2023, to your financial institution. The rejected payment can take up to two weeks to process. Please check with your financial institution to confirm the funds were received. If the funds have not been returned to your bank account, please provide a bank statement(s) (all pages-front and back) from December 5, 2023,to present day so we can further research and locate the missing funds. You can send the documentation to the address below.
  
  For further information regarding your loan, please contact the new servicer.
  
  Valon Mortgage, ************************ Department
  **************
  ****************************************
  *********, ****** 97008-7105
  
  
  Sincerely,
  Customer Advocacy and Response Team
  Enclosure:Good-bye Letter
  cc: Better Business Bureau
        Via BBB portal
  
  

  

  Business Response

  Date: 01/11/2024

  Caliber responded to the complaint on January 10, 2024. 

• Initial Complaint

  Date:12/19/2023

  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.

  Initially went to pay monthly mortgage on 11/3 found that my mortgage had increased by almost ****** monthly. Sent in 2 inquiries as to why there were two property tax payments to my account. 11/17 wife and I contacted NewRez via phone they claimed they hadn't been notified of the issue we have emails sent verifying they'd received the inquiries on 11/3. 11/17 told issue was that our escrow account had paid someone else's property taxes, would be expedited and should be completed within 15 business days. 11/29 follow up call its processing a third party is involved is taking longer. 12/4 customer service rep. ************** and denied me to speak with a manager. Told still processing. 12/8 Told still processing partial payment made minus escrow and taxes told next review date would be 12/19. 12/19 ****************** had to be asked 3x to give me to a manager, almost 20minute wait ******** manager states still in process and tax department will give you a date when refund will be completed. **** tax department states sometimes refunds with the county take awhile placated gross negligence of his department charging someone else's property taxes to our escrow account. Didn't give a completion date but yet another review date of 12/28. They will not rectify their gross negligence without the county they sent money to fraudulently returning the money. 6 weeks is not a reasonable amount of time to still not have an issue resolved. Issue resolved is the resolution I am seeking

  

  Business Response

  Date: 01/09/2024

  Need additional time to further research.

  

  Business Response

  Date: 01/19/2024

  Dear **************************:
  
  This letter is in response to the Better Business Bureau complaint received on December 19, 2023 regarding the subject property. Newrez LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in 3902. ********************** LLC ************************ began servicing the loan on the behalf of the owner referenced above on or about February 2, 2023. 
  
  Please know that Newrez LLC takes its customer service and consumer protection obligations seriously and has dedicated staff to identify,resolve, and permanently correct operational deficiencies.  
  
  Your complaint states while paying your mortgage payment on November 3, 2023, you noticed your monthly installment increased by $300.00. On November 17, 2023, you called to speak with a representative regarding the payment increase and were advised that the increase in payment was due to property taxes being paid from your escrow for another property and the error would be expedited to be completed within 15-business days. On November 29,2023, you spoke with a representative on a follow up call and were advised the correction was taking longer than expected. You expressed your dissatisfaction with the customer service you received on December 4, 2023, as you state the representative was unprofessional after being denied the ability to speak with a manager and being advised the error is still being processed and the next review date would be December 19, 2023. Furthermore, on December 19, 2023, you spoke with a representative requesting to speak with a manager three times and waited twenty minutes before speaking with a manager and being advised that the correction was still being processed. You also spoke with a manager from the *************** who advised you that tax refunds may take a while and provided another review date of December 28, 2023. You are requesting to have the funds refunded and applied back to your escrow and have your escrow account updated.
  
  Newrez does not condone unprofessional communication with consumers, as it is our goal to adhere to all state and federal laws and regulations concerning the servicing of loans. We apologize for any inconvenience you may have experienced regarding the servicing of this loan. 
  
  In review of your loan, on November 17, 2023, you spoke with one of our representatives regarding the tax payments from the escrow account. Per the enclosed Loan History Statement, two tax payments of $2,506.54 and $2,422.07 were sent to Coos County on October 26, 2023. On November 30,2023, our ************** researched your concerns and determined an incorrect parcel was added to your loan for a different property address. As a result, Newrez requested a refund from Coos County in the amount of $2,506.54, for the incorrect tax bill paid from your escrow account in error.
  
  On January 4, ****, Newrez received a bulk payment from Coos County that included your escrow refund. Upon receiving fund application instructions, your refund of $2,506.54 was applied to your escrow account on January 19, ****.
  
  In addition, an updated escrow analysis has been requested to adjust your monthly installment accordingly. The analysis will be sent to the mailing address on file under separate cover.
  
  As of the date of this correspondence, your loan is due January 1, **** installment.
  
  Please accept our sincere apologies for any inconvenience regarding the delay in applying the tax refund back to your escrow account.Please know that Newrez takes its customer service obligations very seriously and your concerns have been brought to the attention of the appropriate people within our organization.
  
  Should you have further questions, you may reach us through our Contact Us page by accessing our website, www.shellpointmtg.com and logging into your account. Go to the Help icon at the top right and click on Contact Us from the drop down. You can submit your email from there and upload any supporting documents.Alternatively, you may contact me directly at ********************** or via email at ***************************************** You may also contact our *************************** at ************

• Initial Complaint

  Date:12/19/2023

  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.

  Caliber handled my mortgage and escrow I purchased my house on 6/30/2022. Guardian the settlement ** paid my real estate taxes on 7/1/2022 to south hanover township amount $4175.21. Caliber says they paid my taxes on 8/18/2022. My escrow ac**unt was shown in shortage in may statement of 2023. My wife pays the bills. I did not notice the shortage until a paper statement was sent to me from new **mpany that took over my loan. I have provided proof to caliber in a canceled check for taxes paid to tax office. As well i sent them verification the tax office received payment from guardian on my behalf. I requested proof caliber paid taxes in 2022 in the amount $4175.21 that is shown on my ac**unt as a shortfall. They have not been able to provide proof. I was supposed to get a call back yesterday from supervisor for an update. ***** # ****** in tax department. I just tried calling and i can not speak to anyone it says my ac**unt has been closed. Im at a loss. Im just asking for proof of payment or my ac**unt needs to be credited $4175.21.

  

  Business Response

  Date: 01/04/2024

  Please be advised Caliber request an extension to further research the complaint. Please advise. 

  

  Business Response

  Date: 01/10/2024

  Please be advised Caliber request an extension to further research the complaint.

  

  Business Response

  Date: 01/17/2024

  Please provide an extension to further research the issue. 

  

  Business Response

  Date: 01/17/2024

  extension not needed, resolving complaint

  

  Business Response

  Date: 01/17/2024

  
  Dear *****************************:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to the inquiry we received from the Better Business Bureau (BBB) on December 21, 2023.In your correspondence, you state at the closing, the title company paid the property taxes on July 1, 2022, in the amount of $4,175.21 and Caliber paid the same amount from the escrow account on August 18, 2022. This has caused a shortage in the escrow account and contractual payment. You provided documentation and have not received a return call from a supervisor regarding the update. You called again and informed the loan was closed. You want a credit of $4,175.21.
  
  We appreciate the opportunity to address your concerns. Upon review of the loan, Caliber contacted the title company and obtained a copy of the cancelled check. We contacted the tax office and provided both cancelled checks from the title company and from the escrow and they apologized for the error of the duplicate payment that was not reflected on the parcel. The tax office is processing a refund check for $4,175.21.  Per your request, you will pick up the refund check.
  
  The loan was service transferred to Valon Mortgage effective October 1, 2023. Please contact the new servicer regarding the loan.
  
  Valon Mortgage, ************************ Department
  **************
  *****************************, PMB 28754
  *********, ****** 97008-7105
  
  Sincerely,
  Customer Advocacy and Response Team
  Enclosures: Good-bye Letter, Transaction History
  cc: Better Business Bureau
        Via BBB portal 

• Initial Complaint

  Date:12/01/2023

  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.

  Caliber Home Loans was my mortgage provider until they just transferred my loan. But they just sent me a document saying that a payment in March wasn't made to my escrow account. But my loan statement from then shows that a $765.52 payment was made. (In addition to the rest of my payment.) Now my escrow account doesn't have the $765.52 that it should have. Additionally in April they charged me a $20 fee - because they had to correct my account from a different mistake they made.

  

  Business Response

  Date: 12/18/2023

  To Whom It May ********  
  
  Caliber Home Loans, Inc. (Caliber), provides this response to Mr. ******** inquiry received on December 1, 2023. In his correspondence, he states that he received a statement advising him that his escrow payment in the amount of $765.52 for his March 2023 installment was not made to his escrow account. Additionally, ****************** states Caliber assessed a $20.00 fee to his account.
  
  Upon review, Mr. ******** escrow payment for his March installment was applied towards his escrow account. Prior to ********************** making payment adjustments on Mr. ******** account as requested, when ****************** submitted his payment in the amount of $3,629.53 on February 2, 2023, those funds were applied towards his March 1, 2023 installment. Once the escrow portion of the payment was applied to the escrow, the escrow balance became $6,407.46.
  
  On March 2, 2023, Caliber received Mr. ******** payment in the amount of $3,629.53 and applied those funds towards his April 1, 2023 installment. Once the escrow portion of the payment was applied to the escrow,the escrow balance became $7,172.98.
  
  On March 14, 2023, the loan went under maintenance to correct the application of payments beginning in November 2021. At Mr. ******** request,one of the two payments received in November 2021 was applied to principal rather than to the December 1, 2021 installment.  Accordingly, the remaining payments received after that date were reapplied to correspond to the correct monthly payment. After the payments were reapplied, the loan became due for the April 1, 2023 installment.
  
  Although Mr. ******* escrow analysis reflects $0.00 applied in the month of March 2023, after conducting a thorough review, Mr. ******** escrow balance on  his escrow analysis and loan payment history match the expected figures. While in the process of reversing all the payments applied after the misapplication of the principal payment, the due dates were rolled back, however, the escrow is not touched. When the corrections were made, the principal and interest payment portions were reapplied to roll the due dates forward again. The escrow portion of the monthly payments would show zero for the month of March as the funds were already applied to the escrow balance prior to the correction.
  
  Additionally, please note, the $20.00 fee in queston that was applied to Mr. ******** account on April 4, 2023, was assessed in error for a property inspection ordered during the time Caliber was correcting his misapplied payments. Although the $20.00 fee was paid on April 4, 2023, when Mr. ******** April 1, 2023 installment was received, a request has been made to have the fee reversed and removed from the account.
  
  We extend our sincere apologies for the inconvenience and frustration ****************** has experienced. We value him as a customer and appreciate his patience as we make strides to provide him with a superior customer experience.
  
  As of November 1, 2023, the servicing of the loan has been transferred from Caliber to Newrez, LLC. Should Mr. ****** have any additional questions or concerns regarding the loan, we encourage him to contact NewRezs *************************** at **************.

• Initial Complaint

  Date:12/01/2023

  Type:Product 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.

  Caliber deducted an ACH payment for an account that they no longer have. The Loan was transfered 10/31/2023 by Caliber to NewRez mortgage. I paid NewRez on time. Caliber still dedeucted an ACH for a mortgage payment. Caliber cannot be reached. NewRez says it's Caliber's issue. My bank cannot do anything or provide further information. Where did these funds go? I cannot be without those funds for any length of time.

  

  Business Response

  Date: 12/14/2023

  To Whom It May ********
  
  Caliber Home Loans, Inc. (Caliber), provides this response to ********************* inquiry received on December 6, 2023. In her correspondence, she expressed her frustrations regarding Caliber drafting payments from her bank account after her loan was service released to Newrez.
  
  Upon review, Caliber received a payment in the amount of $2,679.67 from ********************** on November 4, 2023. Those funds were then wired to Newrez and applied towards ********************** November 1, 2023 installment.
  
  On December 4, 2023, Caliber received a second payment in the amount of $2,679.67 from **********************. Those funds were then wired to Newrez and applied towards ********************** January 1, **** installment.
  
  Our records show, both payments were sent via BillPay through ********************* bank. As stated on the Notice of Service Transfer letter, ********************* was instructed to cancel her existing BillPay to Caliber and re-establish with her new servicer, Newrez LLC.
  
  Since the BillPay was not cancelled, payments continued to be sent to Caliber. To prevent any future payments being sent to Caliber, Ms. ********* would need to contact her financial institution to cancel the BillPay.
  
  Although Caliber apologizes for any inconvenience, we have determined that no error has occurred. ********************** has the right to request documentation supporting our determination.
  
  Should ********************** have any additional questions or concerns regarding the loan, we encourage her to contact NewRezs *************************** at **************. 

• Initial Complaint

  Date:11/27/2023

  Type:Product 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.

  On September 15, 2023, I mailed the a package of documents on a form provided by Caliber requesting removal of Private Mortgage Insurance ("***") from my mortgage account. The package was delivered on September 18, 2023. The package was then subsequently returned to me without an explanation. It should be noted that I asked ********************, my loan servicer, if there was an option to electronically submit the *** removal package and was specifically informed by Mr. ***** on August 29, 2023, to mail the package to the address the package was ultimately delivered to (PO Box ******, *************, ** 73137-2556). I was then informed by ********************************** that "It appears that your loan was transferred to NewRez, which is our parent company, as of 10/1/2023. Attached is the servicing transfer letter you should have received in September. Unfortunately, this caused your first request to be sent back since the loan was not being serviced by Caliber Home Loans any longer. A new request will need to be submitted for the *** removal to NewRez." Thus, ************** acknowledged that Caliber was servicing my loan as of the date the *** package was delivered (9/18/23) and now Caliber is requiring me to resubmit the package to NewRez. I have incurred unnecessary expenses related to *** payments I have made since timely submitting the documents needed to remove the ***. Based on the foregoing, it is clear that Caliber/NewRez has engaged in a deceptive trade practice to force me into keeping *** on my mortgage loan despite advising me that I am eligible for the *** to be removed. Given that this appears to be part of the process, it would make sense that this is happening to other people. To date, Caliber has refused to acknowledge my request and instead has forwarded me to a claims department that I am not able to contact via email or telephone.

  

  Business Response

  Date: 12/13/2023

  To Whom It May ********
  
  Caliber Home Loans, Inc. (Caliber), provides this response to Mr.******* ******* received on November 29, 2023. In his correspondence, he is requesting a refund for the private mortgage insurance (PMI) charged after submitting his PMI removal package.
  
  We extend our sincere apologies for the inconvenience and frustration Mr. ****** has experienced. Please note, there was no deceptive intent in Mr. ******* package being returned to him as Caliber and Newrez do everything possible to follow regulations related to the servicing of the loan. We value him as a customer and appreciate his patience as we make strides to provide him with a superior customer experience.
  
  Upon review, Mr. ******* package was returned due to an invalid address. Please note, in 2022, Caliber stopped using the ************* P.O. Box address, and the forward order had expired. As such, when the package was returned, the post office would have listed an incorrect address for the reason for the return on the returned package.
  
  We have reviewed our system for notes and calls as Mr. ***** states he was given incorrect information by one of our representatives on the call that took place on August 29, 2023. We have no records of any Caliber representatives receiving any phone calls from Mr. ****** during the month of August.
  
  Furthermore, according to Mr. ******* loan information, the original loan to value ratio was ****% and the automatic termination date is projected to be June 1, ****. The current loan to value ratio is 87.9153%.Based on the loan information, the investor will require the completion of an investor-approved property valuation (***), at the cost of $190.00, in order to determine if the loan to value ratio currently meets the guidelines. As such, on November 28, 2023, Newrez sent an application form for Mr. ****** to authorize the *** and pay the fee. Mr. ****** should complete the form and return it to the address provided on the form for review.
  
  Should Mr. ****** have any additional questions or concerns regarding the loan, we encourage him to contact Newrezs *************************** at **************. 

• Initial Complaint

  Date:11/09/2023

  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.

  They are stalling paying me the refund of excess escrow funds. I have been told that the check is in the mail and that it is the post offices fault and to wait a few more weeks. That was 25 days after they told me it had been mailed. I have contacted them by phone multiple times and the loan officer by email also.

  

  Business Response

  Date: 11/27/2023

  To Whom It May ********
  
  Caliber Home Loans, Inc. (Caliber), provides this response to Mr.and ******************* inquiry received on November 9, 2023. In their correspondence, they expressed their frustrations regarding the delays in receiving their excess escrow funds.
  
  Please accept our sincere apology for the delay in receiving your escorw surplus check.
  
  Please be advised, our records show Caliber originally disbursed the escrow surplus funds in the amount of $2,265.15 on August 22, 2023.
  
  On September 12, 2023, Caliber spoke with Mr. and ***************** regarding the surplus check not being received. Upon further review, it was found that the check was never cashed by Mr. and ***************** and Caliber issued a stop on the original check disbursed on August 22, 2023, on October 10, 2023.
  
  However, since Mr. and ******************* loan was serviced released to Newrez on October 1, 2023, once the funds were returned back to Caliber, those funds were wired to Newrez on November 3, 2023, and later reissued to Mr. and ***************** on November 6, 2023, by Newrez.
  
  We extend our sincere apologies for the inconvenience and frustration Mr. and ***************** has experienced. We value them as a customer and appreciate their patience as we make strides to provide them with a superior customer experience.
  
  Should Mr. and ***************** have any additional questions or concerns regarding the loan, we encourage them to contact our *************************** at **************. 

• Initial Complaint

  Date:10/31/2023

  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 has denied my PMI removal several times. My home valuation is $525,000 plus and I only owe $310,000 on the loan. I have sent in the *** check and form that states the updates/costs I have done to the home. It has been a drawn out response followed by a refund of the check and then denial of the request. The customer service since being bought out by New Rez has been awful. I dont believe it is the employees fault but that they are tied down by an awful automated system and slimy company tactics. My latest call was today 10/26/24 and employee RLE. Was not helpful in the least and it is frustrating in this day and age to not get something sorted out other than snail mail and poor communication prior to denial of the requests. I will never finance again through this company and cannot recommend enough you do the same.

  

  Business Response

  Date: 11/03/2023

  Dear To Whom It May ********
  
  Caliber Home Loans, Inc. (Caliber),provides this response to Mr. ******** inquiry received on October 31, 2023.In his correspondence, he states Caliber denied the removal of private mortgage insurance (PMI)multiple times. He also states he contacted Caliber and received no assistance from the representative and he is requesting clear and correct information regarding the request and process.
  
  Please be advised, our records show, these concerns are substantially similar to the concerns ****************** previously expressed within his CFPB Case Number 231026-12342592, which we responded to on November 1, 2023 (copy enclosed). After we completed a thorough review of his concerns, we verified that we have already fully addressed these matters within our previous response. Please keep in mind, without providing us with additional information, which identifies a different or new concern, we have no further commentary to provide as we have already performed our duty of investigation and responded accordingly. 
  
  Should ****************** have any additional questions or concerns regarding the loan, we encourage him to contact our *************************** at **************.

  Customer Answer

  Date: 11/10/2023

  Their own document they attached states  For loans less than 2 years old, briefly describe significant property improvements that have been made since loan origination (required): In plain writing they have an opportunity to tell you they want specific valuations of your improvements however they do not. Even after an entire valuation sent they denied the *** removal saying to break out the value of each improvement.

  Furthermore they have increased their fee for the *** check another 30% which I did not see (my mistake) when I sent the last letter to them this Tuesday 11/7.

  This is legal theft from a multi billion dollar financial institution. 

  Customer Answer

  Date: 11/15/2023

  I am rejecting this response because:   

  Their own document they attached states  For loans less than 2 years old, briefly describe significant property improvements that have been made since loan origination (required): In plain writing they have an opportunity to tell you they want specific valuations of your improvements however they do not. Even after an entire valuation sent they denied the *** removal saying to break out the value of each improvement.

  Furthermore they have increased their fee for the *** check another 30% which I did not see (my mistake) when I sent the last letter to them this Tuesday 11/7.

  This is legal theft from a multi billion dollar financial institution. 

  

  Business Response

  Date: 12/01/2023

  Dear To Whom It May ********
  
  Caliber Home Loans, Inc. (Caliber),provides this response to Mr. ******** inquiry received on October 31, 2023.In his correspondence, rejects our response as the document sent states to describe significant improvements if the loan is less than two years old and they have the opportunity to request specific information however Caliber did not. In addition, Caliber increased the valuation fee which they did not see.
  
  Please be advised, our records show, these concerns are substantially similar to the concerns ****************** previously expressed with the **** and Caliber responded to on November 1, 2023.  We also recently responded to the ******************* Department of Financial Institutuion on November 30, 2023 (enclosed). After we completed a thorough review of his concerns, we verified that we have already fully addressed these matters within our previous response. Please keep in mind, without providing us with additional information, which identifies a different or new concern, we have no further commentary to provide as we have already performed our duty of investigation and responded accordingly. 
  
  Should ****************** have any additional questions or concerns regarding the loan, we encourage him to contact our *************************** at **************.
  
  Sincerely,
  Customer Advocacy and Response Team
  
  Enclosure: Previous response
  
  
  

  Customer Answer

  Date: 12/08/2023

  I am rejecting this response because:   
  

  My appraisal was not ordered before Caliber switched over to New Rez. I am having to restart the process of PMI removal even though Caliber took my money for BPO.

  

  Business Response

  Date: 01/11/2024

  Please provide an extension to further research the matter. 

  

  Business Response

  Date: 01/22/2024

  To Whom It May ********
  
  Caliber Home Loans, Inc. (Caliber),provides this response to Mr. ******** inquiry received on December 8, 2023.In his correspondence, rejects our response as Caliber did not order the *** prior to the transfer to Newrez.
  
  Please be advised, our records show, these concerns are substantially similar to the concerns ****************** previously expressed with the **** that Caliber responded to on November 1, 2023.  We also recently responded to the ******************* Department of Financial Institutuion on November 30, 2023.
  
  The ******************* Department of Financial Institutuion submitted a follow up request for additional information and documents. Upon review of the loan, ****************** called on November 15, 2023 to make a payment of $45.00 towards the *** fee due to the increased cost.However, the instructions were to send the *** payment via send a check as those costs are not processed in the same method as a contractual payment. The representative took the payment but mistakenly applied it to the unpaid principal balance (UPB). The loan was then service released to Newrez before this payment had been corrected.
  
  We instructed Newrez to reverse the payment and post it towards the *** fee, at which time the *** was ordered. The valuation was completed on January 12, ****. Newrez reviewed the valuation and approved the *** removal effective January 15, ****.
  
  Because the additional $45.00 *** payment was not processed correctly upon receipt, the actual *** was not conducted at the earliest opportunity after November 15, 2023. Based on our analysis of the loan, it is likely that a *** conducted in November 2023 would have resulted in the termination of *** at that time. Therefore, we are refunding $99.30 for the *** payment disbursed on December 5, 2023. Additionally, our records show another payment of $150.00 was received and applied as a *** payment on January 12, ****. As this was an extra payment and should not have been required, that $150.00 is being refunded as well.
  
  You will receive the confirmation letter cancelling your ***, and the refund checks, within the next **** business days.
  
  Please accept our sincere apologies for any inconvenience regarding this matter. Please know that Caliber takes its customer service obligations very seriously and your concerns have been brought to the attention of the appropriate people within our organization.
  
  For further information and concerns regarding this loan and complaint, please contact the new servicer
  
  Newrez LLC
  Customer Service Department
  **************
  P.O. Box 10826
  **********,** 29603-0826
  
  
  Sincerely,
  Customer Advocacy and Response Team
  
  Enclosure: Good-bye Letter
  
  
  
  
  
  
  

  Customer Answer

  Date: 01/24/2024

  I don't necessarily agree with the business and their response. Its a bit too little too late with how long this pmi removal process has taken. It is the best response I have gotten so far with actual responsibility shown in December 2023 mistakes on their end. So I accept their response because it is not going to get any better than what they have stated. Overall I completely disagree with their response to my claims and other consumers need to see this complaint and be aware of the risks associated with this financial institution. 

  Customer Answer

  Date: 01/31/2024

  I have reviewed the business response and accept this resolution. 

  I don't necessarily agree with the business and their response. Its a bit too little too late with how long this pmi removal process has taken. It is the best response I have gotten so far with actual responsibility shown in December 2023 mistakes on their end. So I accept their response because it is not going to get any better than what they have stated. Overall I completely disagree with their response to my claims and other consumers need to see this complaint and be aware of the risks associated with this financial institution.