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:08/30/2023

  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.

  I paid Caliber Home Loans to remove my PMI which I hold a mortgage with. I paid them $159.00 dollars to get a BPO. They never prefer it and keep asking me to fill out the same paperwork three times.

  

  Business Response

  Date: 09/20/2023

  To Whom It May ********  
  
  Caliber Home Loans, Inc. (Caliber), provides this response to ************** inquiry received on August 30, 2023. In his correspondence, he expressed his frustrations with the delay of starting the process of having his private mortgage insurance (***) removed from his loan.
  
  Please accept our sincere apology for any misinformation received by ************ in prior communications.
  
  Please be advised, our records show that Caliber refunded ************** payment for his *** in the amount of $158.00 on May 11, 2023, due to not having the correct information listed for the home improvements. Since returning the *** fee to ************, Caliber has not received a replacement payment for the *** fee.
  
  As such, ************ would need to resubmit the *** fee in the amount of $158.00 along with the *** Removal Requirements letter with a brief description of the substantial improvements made since the loan originated.
  
  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.
  
  Should you have any additional questions or concerns regarding the loan, we encourage you to contact our *************************** at **************. 

• Initial Complaint

  Date:08/27/2023

  Type:Order 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 has failed to provide the requested information dated in the letter attached from July 3rd 2023, they allowed my ex-wife to forge my name, social security number, DOB and modified a loan with my information, several times times. I am demanding a response to my letter and demanding all documents they have regarding this loan and modifications. They need to take accountability for this !

  

  Business Response

  Date: 08/31/2023

  Dear *****************************:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to the inquiry we received from the Better Business Bureau on August 27 2023. In your correspondence, you state Caliber is not investigating this fraud claim and has not provided the information or documentation requested.  
  
  We appreciate the opportunity to address your concerns.  In reviewing your complaint, we determined we have received similar complaints in our office from direct correspondence and several agencies to which we have responded as enclosed.  We feel it addresses the same concerns expressed in your complaint; however, to provide further clarification we are providing the following information.
  
  The prior requests received do not request documentation regarding the loan documents executed. Please see the enclosed documents regarding the loan including any loan modification executed. However, you are requesting an investigation regarding the fraudulent activity on the loan. As previously stated, to initiate an investigation regarding your claim, you must provide all of the following:
  
  A clear copy of two forms of your identification (each):  for example, a Driver's License and Social Security card.
  A copy of a full police report regarding the matter.
  A signed and notarized affidavit of fraud.
  
  Please return the original affidavit along with the other documentation to Caliber at the address shown below. You should keep a copy of the documents for your records. If we do not receive all requested documents,we will be unable to complete the investigation.
  
  
  Caliber Mortgage Servicing
  Attn: Disputes department
  PO Box 10826
  **********, ** 29603
  
  The loan was transferred to ******************** effective February 26, 2021. Please contact the new servicer regarding your claims and the status of the lawsuit.
  
  **********************************
  Customer Service Department
  ************
  P.O. BOX 814609
  ******, ** 75381-4609
  
  Sincerely,
  Customer Advocacy and Response Team
  
  Enclosures: Mortgage, Loan Repayment,Loan Modification Agreements, Prior Responses, Quit Claim Deed, Settlement Statement (HUD), Transaction History
  
  cc: Better Business Bureau
        Via the portal
  
  

• Initial Complaint

  Date:08/24/2023

  Type:Billing 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 arbitrarily increases my monthly payment wtih no explanation. I DO NOT HAVE AN ARM AND MY INSURANCE RATE DID NOT INCREASE

  

  Business Response

  Date: 09/01/2023

  To Whom It May ********  
  
  Caliber Home Loans, Inc. (Caliber), provides this response to Ms.************ ******* received on August 24, 2023. In Ms. ************ correspondence, she stated Caliber increased her monthly payment while her insurance did not increase.
  
  Please be advised, the amount of Ms. ************ escrow account monthly payment is based upon disbursement projections for the next year using what we paid out the previous year. While there was a calculated surplus on her escrow analysis generated on January 27, 2023, the base escrow payment had increased.  However, on August 11,2023, Caliber generated an updated escrow analysis and a surplus of $1,410.90 was found which lowered the base escrow payment from $808.84 to $607.30 resulting in the monthly payment decreasing to $1,804.68 effective September 1,2023.
  
  Please note, Caliber does not set Ms. ************ tax amounts or insurance premiums, and her monthly payment can fluctuate based on the disbursements from the escrow account. ************************** should contact her tax authority or insurance agency regarding any questions about the amounts of her escrowed items. Included on her loan payment history and escrow analysis is a breakdown of how much of her monthly payment is applied to her escrow and the anticipated disbursements from her escrow.
  
  Should ************************** have any additional questions or concerns regarding the loan, we encourage her to contact our *************************** at **************.
  
  Sincerely,
  Customer Advocacy and Response Team
  
  Enclosure(s) Loan payment history and escrow analysis from January and August 2023.
  

  Customer Answer

  Date: 09/01/2023

  I have reviewed the business response and accept this resolution. 

  This lengthy and acceptable explanation should have been included in the very first letter you sent to me advising me of an increase in monthly payment. You neglected to include PAGE 2 in the letter which outlined the math and the reason for the increase.  Without that explanation, the increase seemed arbitrary to me. 

• Initial Complaint

  Date:08/09/2023

  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.

  I noticed I had late payments from NR/SMS/CAL on my credit report. During these months I did not receive anything stating I was late. As you can see, majority of my payments have been on time so I am requesting the removal of these late payments from my account. I am trying to increase my score to purchase a home and would greatly appreciate if you guys can submit a request to the credit reporting agencies to remove the late payments.

  

  Business Response

  Date: 08/16/2023

  To Whom It May ********
  
  Thank you for the inquiry received by Caliber Home Loans, Inc. ("Caliber"). Based on the limited information provided with your inquiry, Caliber is unable to locate your account. We encourage you to provide the specific account number, property address, or identifying information in regards to this inquiry(s), so that we can research this matter further.
  
  Should you have any questions regarding this notice, please contact our *************************** at ************, Monday - Friday between the hours of 8:00 a.m. and 8:00 p.m. Central Time, and Saturday between 8:00 a.m. and 12:00 p.m. Central Time, excluding federal holidays. You can find useful information about your loan at our website, www.caliberhomeloans.com . 

• Initial Complaint

  Date:08/07/2023

  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.

  Complaint against Caliber Home Loans for putting lender placed home insurance on our house, while fully admitting they were at fault for our policy cancelling in the first place due to the fact that they sent the payment from our escrow account past the due date. They said they wouldnt charge any more for the lender placed policy than what our original policy would have cost, and yet they charged us **** dollars more than the original. *** called multiple times, stayed on hold for hours, and gotten nowhere with anyone who has any information about the refund we were promised. *** asked to speak to a supervisor (they never have one available) or for an email address of someone who can provide us with some answers. They refuse to provide one. Each time I called (for months) I was told that we would receive a refund of the **** and that it was on its way back to our account and then on the last call, I was told they decided they werent refunding the money. Never called or sent us any correspondence about this decision reversal. Also, when we requested some paperwork on our escrow account, we received another customers account information instead. Highly incompetent company with very poor customer service and communication is almost nonexistent. Seeking our refund for the overpayment on our homeowners insurance that was Calibers responsibility to pay on time from out escrow account.

  

  Business Response

  Date: 09/06/2023

  To Whom It May ********
  
  Caliber Home Loans, Inc. (Caliber), provides this response to Mr. ******* inquiry received on August 7, 2023. In his correspondence, he is requesting a refund for the lender placed insurance (***) purchased by Caliber for his property.
  
  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 **************** with a superior customer experience.
  
  Please be advised, Caliber has requested to have the *** paid from Mr. ******* escrow account refunded. The request has been approved and Cailber is currently waiting on the refund from the insurance company. Once the funds are received, we will apply the funds back in Mr. ******* escrow account.
  
  Please allow ***** business days for the refund to be received and applied towards the account.
  
  Should **************** have any additional questions or concerns regarding the loan, we encourage him to contact our *************************** at **************. 

  Customer Answer

  Date: 09/10/2023

  I have reviewed the business response and accept this resolution as long as I am refunded the money into my account. Theyve promised this for the past several months and the money has never actually been refunded. Also, Id like  ********************** to take full responsibility for not paying the insurance premium on time and getting it cancelled. I want the refund and then for this matter to be closed, not for Caliber to come back and charge me again for a  lender insurance policy in the future. If this happens, I will reopen the complaint. No refund has been received as of yet. 

  Customer Answer

  Date: 09/23/2023

  I have waited the requested amount of time and still have not received the refund promised from Caliber Home Loans.  Do I need to open another complaint? 

  Customer Answer

  Date: 10/01/2023

  This complaint states I did not accept the settlement. I DID accept the promise of a refund but its been weeks now and no refund has been issued. Please advise of next step to take to settle this complaint. 

  

  Business Response

  Date: 10/23/2023

  To Whom It May ********
  
  Caliber Home Loans, Inc. (Caliber), provides this response to Mr. ******* inquiry received on October 2, 2023. In his correspondence, he is still waiting for a refund for the lender placed insurance (***) purchased by Caliber for his property.
  
  Please be advised, Caliber has issued a refund for the *** purchased in the amount of $3,515.60. Those funds have been sent to Newrez on October 12, 2023, and the funds were placed into the escrow account.
  
  We extend our sincere apologies for the inconvenience, frustration, and delays *************** has experienced while waiting to receive his refund. We value him as a customer and appreciate his patience as we make strides to provide **************** with a superior customer experience.
  
  Should you have any additional questions or concerns regarding the loan, we encourage you to contact our *************************** at **************. 

  Customer Answer

  Date: 10/23/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/14/2023

  Type:Billing 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 Home Loans reported late payments of November 2017 and December 2017 to my husband and my credit report. I have documentation of November 1st payment and documentation we refinanced our loan from Caliber Homes, moving it to First Commonwealth. Caliber Homes received full payment 11/27/2017 and cashed the check 12/1/2017.

  

  Business Response

  Date: 07/25/2023

  To Whom It May ********
  
  Caliber Home Loans, Inc. (Caliber), provides this response to Mr.and ******************* inquiry received on July 14, 2023. In their correspondence, they are requesting Caliber to remove the late payments reported to the credit bureaus for the November 2017 and December 2017 installments.
  
  We appreciate the opportunity to address Mr. and ****************** concerns. Please be advised, Caliber has removed the negative credit reporting by removing the tradeline from Mr. and ****************** credit.
  
  Please allow 4-6 weeks for the credit reporting agencies (CRA) to reflect the corrections, made by Caliber. If Mr. and ****************** credit reporting continues to reflect delinquent to the credit reporting agencies (CRA) to reflect the corrections, they will need to file a dispute directly with the specific CRA.
  
  We extend our sincere apologies for the inconvenience and frustration Mr. and ***************** has experienced. We value them as customers 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 **************.

  Customer Answer

  Date: 07/25/2023

  I have reviewed the business response and accept this resolution. Thank you for your help with correcting this.

• Initial Complaint

  Date:07/10/2023

  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.

  Last year (2022) I changed home owners insurance. There was going to be a shortage that month and I tried to work with Caliber to pay a shortfall to ensure the monthly payments did not increase. I made a payment on 6/16/22, which Caliber then refunded back. I tried to make another payment on 6/28/22 and the same thing occurred only this time I missed being able to apply the shortage payment prior to the increase of the monthly payment and they refused to work with me. This year 2023 I was notified my escrow now has a $1928.06 shortfall. This shortfall, will increase my payment to over $1000 a month. My property taxes do not change because they are set due to me being disabled. My insurance payment changed by approximately $200 but yet I have a shortfall of almost $2000 this year. I have called Caliber and requested to speak to someone about the escrow but was told that is what customer service is for. The woman I spoke to on 6/20/2023 put in a request for the ********************* to call me back but I am waiting. I do not understand why there is a shortfall, nothing has changed, I cannot get the company to even speak to me other than I have to pay it or my payment increases. I have requested from Caliber to remove my escrow from my mortgage and I would handle those payments on my own due to the hardship they are causing but again have yet to hear from Caliber. On 6/26/2023 Caliber reversed and returned my $1100 payment for my escrow. I called Caliber on 6/27/2023 about the reversed payment, at that time I made a $1500 payment online and requested that Caliber expedite the request for the removal of my escrow. I feel like Caliber is refusing to work with me to correct this to ensure my payments do go up and this is unacceptable behavior for a mortgage company. I filed a complaint with CFPB and have yet to hear back. I need help getting Caliber to do anything please.

  Customer Answer

  Date: 07/11/2023

   

  On Thursday July 6. **** I spoke on the phone with *****, Senior Escalations Specialist, after the phone call I responded back to her in an email with the attachments provided. I really don't know where or why caliber is doing what they are doing but the last communication to caliber I have had is attached. Caliber has since removed the escrow but in turn is now stating I am behind on payments, along with all the other incorrect and blatantly wrong information they are stating. 

  Thu, Jul 6 at 5:13 PM
  

  7/6/2023
  

  As per our conversation today, I do not agree with the amounts discussed in regards to what I should owe. In addition to my monthly payment being paid until August 2023.
  Attached is an excel spreadsheet that shows what went in each month since the start of this loan and each expense that has come out. This information is also listed on each monthly mortgage statement (statement dated 6/15/23 being the last correct statement) I have received since the start of this loan. Currently with the July 2023 payment of $850 being applied, I show a shortage of $109.74. 
  The $850.00 payment that was made yesterday (7/6/23) was made with the intent of being applied to my July payment, that I had not paid at the time. I canceled the *** debit due to the fluctuating July payments I was seeing online that was going to be debited for July ($800.59, $786.74, $626.24). This is all due to funds being misapplied, the number of reversals being done, and the number of advancements in escrow I was seeing online. This was also changing my principal loan balance. When I called Caliber to cancel the *** it was due to the fact I wanted to make the July payment as it should have been in the amount of $850.00. My monthly payments were *** debited each month on the 15th in the amount of $850, starting since the 2022 reversal that started this increased payment. Attached is a printout from my bank showing the monthly *** debits.I am also attaching the spreadsheet you provided me yesterday as well. 
  
  I have no problem paying any shortage, as long as it is correct. At this time, I have concerns about the amount Caliber is showing I owe, in addition to what is being said I haven't paid. I look forward to hearing from you again.
  
  *************************************

  
  

  

  Business Response

  Date: 07/13/2023

  To Whom It May ********
  
  Caliber Home Loans, Inc. (Caliber),provides this response to ************************** inquiry received on July 10, 2023.In her correspondence, she is requesting to have the escrow removed from her account.
  
  We appreciate the opportunity to address ************************** concerns.We have recently addressed similar concerns in our correspondence, dated July 5, 2023, to ************************ (copy enclosed). Therefore, after we performed our duty of investigation, our records reflect that we have already full addressed your concerns in our prior response. Please note, if ************************ has any additional information that would assist us in identifying a different or new concern, we encourage her to provide us with specific details concerning the event in question so we may respond to her concerns in a timely manner.
  
  Should ************************ have any additional questions or concerns regarding the loan, we encourage her to contact our *************************** at **************. 

  Customer Answer

  Date: 07/13/2023

  I am rejecting this response because:  Caliber has not addressed the fact they are misapplying funds and changing my payments to reflect inaccurate information. They have not corrected this at this time. My escrow balance is incorrect. My monthly payments are now incorrect as well as my overall principal balance that has increased during this due to Caliber.  They have removed the escrow but continue to state I am behind on payments and applying payments incorrectly. They are currently stating I owe what appears to be an advancement on my escrow. I previously attached my bank statement showing what was drafted along with the last communication I had with Caliber on 7/6/23, to date I have heard nothing back nor does Caliber's website reflect the correct information. I will also attach the spreadsheet provided by Caliber, which is inaccurate. I have requested to speak to a manager a number of times. I have received a number of mailed statements and a package on foreclosure information due to me supposedly missing a payment, which is also inaccurate. I am also attaching the last communication via email to Caliber. I filed a complaint with the **** where Caliber submitted inaccurate and false information, this was closed and I was only allowed to provide feedback. That is also attached and nothing corrected by Caliber. 

   

  Thu, Jul 6 at 5:13 PM
  
  
  7/6/2023
  
  
  As per our conversation today, I do not agree with the amounts discussed in regards to what I should owe. In addition to my monthly payment being paid until August 2023.
  Attached is an excel spreadsheet that shows what went in each month since the start of this loan and each expense that has come out. This information is also listed on each monthly mortgage statement (statement dated 6/15/23 being the last correct statement) I have received since the start of this loan. Currently with the July 2023 payment of $850 being applied, I show a shortage of $109.74. 
  The $850.00 payment that was made yesterday (7/6/23) was made with the intent of being applied to my July payment, that I had not paid at the time. I canceled the *** debit due to the fluctuating July payments I was seeing online that was going to be debited for July ($800.59, $786.74, $626.24). This is all due to funds being misapplied, the number of reversals being done, and the number of advancements in escrow I was seeing online. This was also changing my principal loan balance. When I called Caliber to cancel the *** it was due to the fact I wanted to make the July payment as it should have been in the amount of $850.00. My monthly payments were *** debited each month on the 15th in the amount of $850, starting since the 2022 reversal that started this increased payment. Attached is a printout from my bank showing the monthly *** debits.I am also attaching the spreadsheet you provided me yesterday as well. 
  
  
  I have no problem paying any shortage, as long as it is correct. At this time, I have concerns about the amount Caliber is showing I owe, in addition to what is being said I haven't paid. I look forward to hearing from you again.
  
  *************************************

  Customer Answer

  Date: 07/13/2023

  Calibers printout

  Customer Answer

  Date: 07/13/2023

  Calibers Printout

  

  Business Response

  Date: 07/20/2023

  To Whom It May ********
  
  Caliber Home Loans, Inc.(Caliber), provides this response to ************************** inquiry received on July 10, 2023. In her correspondence, she is requesting to have the escrow removed from her account.
  
  We appreciate the opportunity to address ************************** concerns.We have recently addressed similar concerns in our correspondence, dated July 5, 2023, and July 13, 2023, to ************************ (copy enclosed). Therefore, after we performed our duty of investigation, our records reflect that we have already full addressed your concerns in our prior response. Please note, if *********************** has any additional information that would assist us in identifying a different or new concern, we encourage her to provide us with specific details concerning the event in question so we may respond to her concerns in a timely manner.
  
  Should ************************ have any additional questions or concerns regarding the loan, we encourage her to contact our *************************** at **************. 

  Customer Answer

  Date: 07/20/2023

  I am rejecting this response because:  Caliber is not addressing the other issue of the escrow balance. I previously sent all documentation to the SEC's email on July 6, 2023 and have had no response to date.  This email had the bank ACH payments and a spreadsheet showing what the escrow balance should be. Yes, they removed the escrow, but the balance is now in question due to Caliber and their numerous advancements, reversals, and misapplying payments. 

  

  Business Response

  Date: 09/08/2023

  Dear *************************************:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to the inquiry we received from the Better Business Bureau (BBB) on August 30, 2023.In your correspondence, you are rejecting the response previously provided as we have not addressed the escrow balance. You sent documentation to the SEC email on July 6, 2023 and have not received a response to the information. You question the escrow balance due to the numerous advancements, reversals and misapplied payments.  
  
  We appreciate the opportunity to address your concerns. In reviewing your complaint, we determined we have received multiple complaints in our office from the Consumer Financial ***************** and Better Business and Caliber responded to the complaint as enclosed explaining the history. We feel it addresses the same concerns expressed in your complaint; however, to provide further clarification we are providing the following information.
  
  Upon review of your correspondence, Caliber is unable to discern SEC you reference above; however, Caliber received all the documents provided and addressed them in the enclosed prior responses. During the reversals and corrections which takes several days, the account may have shown as delinquent while the corrections were pending. In addition, the transactions displayed on the online portal are limited, therefore, it is recommended to view the billing statements and the Transaction History which provide the full information of the transactions. This explains the discrepancy you reference as advancements,reversals, and misapplied payments. To correct the loan and escrow balance, the transactions had to be reversed and reposted to the loan to resolve the loan.This was reviewed by multiple staff to ensure the loan was corrected.Therefore, the escrow balance due is correct.
  
  As of the date of this letter, the loan is due for the September 1, *************************** the amount of $612.36. If you want to pay the escrow balance to a zero balance, please submit payment via mail with a check or money order providing instructions on the payment coupon to pay towards the escrow account.
  
  Should you have any additional questions or concerns regarding the loan, we encourage you to contact the Single Point of Contact (SPOC) Department at **************.
  
  Sincerely,
  Customer Advocacy and Response Team
  
  Enclosure: Prior Responses
  cc: Better Business Bureau
        Via BBB portal 

  Customer Answer

  Date: 09/08/2023

  I am rejecting this response because:  Caliber is stating I owe $1128.13. After my escrow was closed, caliber ADVANCED $1128.13 on July 3, 2023. I do not owe an advancement that will not be applied to taxes or insurance, since they were paid prior to closing the escrow. This is my only issue I want addressed. 

  

  Business Response

  Date: 09/20/2023

  To Whom It May ********
  
  Caliber Home Loans, Inc. (Caliber), provides this response to ************************** inquiry received on September 12, 2023. In ************************** correspondence, she is disputing the $1,128.13 reflected on her account as advance balance.
  
  We have recently addressed substantially similar concerns in our original correspondence provided to the Consumer Financial ***************** (CFPB), dated July 5, 2023, and to the Better Business Bureau (BBB), dated September 8, 2023 (copies enclosed). Therefore, after we performed our duty of investigation, our records reflect that we have already fully addressed ************************* concerns in our previous responses. However, to provide further clarification we are providing the following information.
  
  Please note, the $1,128.13 in question listed on ************************** account as advance escrow balance reflects transactions that took place prior to the removal of the escow account. ********************** has not made any disbursements from ************************* account after the escrow removal request was approved. Therefore,the negative advance balance of $1,128.13 remains due.
  
  Additionally, if ************************ has additional information that would assist us in identifying a different or new concern, we encourage her to provide us with specific details concerning the event in question so we may respond to her concerns in a timely manner.
  
  Should ************************ have any additional questions or concerns regarding the loan, we encourage her to contact our *************************** at **************. 

  Customer Answer

  Date: 09/20/2023

  I am rejecting this response because:   Again this is incorrect. Caliber has been kind enough to ***** yet another package of papers to me saying the same things I am stating (9/13/2023),I am attaching a picture of the escrow document dated 6/22/2023 from Caliber,showing an actual escrow balance of $7.99.  Also attached is todays screen print of Calibers website that show multiple escrow advancements, with the last being $1128.13.

  

  Business Response

  Date: 09/26/2023

  To Whom It May ********
  
  Caliber Home Loans, Inc. (Caliber), provides this response to ************************** inquiry received on September 12, 2023. In ************************** correspondence, she is rejecting our response.
  
  We have recently addressed substantially similar concerns in our original correspondence provided to the Consumer Financial ***************** (CFPB), dated July 5, 2023, and to the Better Business Bureau (BBB), dated September 13, 2023. Therefore, after we performed our duty of investigation,our records reflect that we have already fully addressed ************************** concerns in our previous responses. However, to provide further clarification we are providing the following information.
  
  We previously advised due to the incorrect posting of the June 15,2022 payment to the principal balance, we reversed this payment and posted towards the contractual payment. During the reversals and corrections which takes several days, the account may have shown as delinquent while the corrections were pending. In addition, the transactions displayed on the online portal are limited, therefore, it is recommended to view the billing statements and the Transaction History which provide the full information of the transactions. This explains the discrepancy you reference as advancements, in addition to the communication with Caliber during this time. Once the above corrections were complete, a negative balance of $1,128.13 remains due on the escrow account. As also advised, your request to remove the escrow account was approved. Therefore, any payments made over the principal and interest payment of $612.36 made electronically through the online portal, with a representative, or through a recurring Automatic Clearing House ACH payment will post towards the unpaid principal balance.
  
  The documentation provided do not provide any additional information to research the loan. This loan has been reviewed by multiple staff to verify the accuracy and completeness of the research.
  
  Sincerely,
  Customer Advocacy and Response Team

  Customer Answer

  Date: 09/26/2023

  Caliber has not substantially addressed any of my concerns. The advancement of $1128.13 is my only concern at the moment. Caliber please see escrow statement dated 6/22/2023. All I want corrected is the advancement of $1128.13.
  
  Calibers staff doing their duty of investigation hasnt addressed the questions and concerns I expressed on 8/12/2023 in writing to Caliber. What Caliber continues to state has nothing to do with the escrow advancement. Those are ALL separate issues. Should Caliber like to address any of those issues I previously submitted on 8/12/2023, they have yet to address and it has been over a month.  
  
  Excerpt from email dated 8/12/2023
  1) 10/19/2021 an escrow refund was issued according to Caliber. I have no documentation from Caliber showing I was issued a refund. I have no documentation in writing from Caliber on statements nor do I have a check stub filed back from cashing this escrow fund. To the best of my knowledge, I never received this check. I am requesting in writing that Caliber prove this refund was actually issued to me and not an accounting error. I have statements dated 9/01/2021, 10/01/2021, and 11/15/2021, from Caliber that does not show any refund from Caliber. The statement 10/1/2021 shows an escrow balance of $2155.80, and the statement 11/15/2021 shows an escrow balance of $1031.60 and no identification of how this was attained. 2) Payment for June 2022  a. 6/15/2022 Caliber received an *** Debit from ********* bank in the amount of $800 for the month of June 2022 ($786.71 to payment with $174.35 to escrow, and $13.29 to principle). b.6/16/2022 Caliber REVERSED the payment from 6/15/2022 that went into escrow (per Caliber???s own documentation). Why was this reversed? This payment came from the above noted *** debit from ********* Bank for the monthly payment of June 2022. c. 6/9/2022 - A payment for $850 was attempted to be applied to escrow but was returned and reversed. A $500 payment was later applied to escrow (7/16/2022) changing the monthly payment to $836.12. A monthly *** debit was set up for $850 to come out each month on the 15th (per Calibers own documentation). See below *** Bank transactions to Caliber. This is what was paid every month and debited by Caliber. All payments have been made for each month since the loan originated. There have been no missed payments as proven by ********* Bank records. According to the **** as stated below, my funds were not applied as my statements for the past year have reflected. Because the loan is on a monthly recurring Automatic Clearing House (***), the payment was drafted on June 15, 2022 in the amount of $800.00 to the July 1, 2022 contractual payment. The *** payment drafted on June 15th, 2022 was for the JUNE payment. Therefore, no payments were made towards the escrow shortage which continued through this years escrow analysis, this is a blatant lie.Caliber needs to address these two issues, which are impacting the remaining escrow balance. Why is there a refund that cannot be accounted for dated 10/19/2021 and why was the monthly payment from June 2022 not applied to my account as it should have been contractually, as it had been throughout the rest of the year up until Caliber started changing information June 2023.Again, you can clearly see what went to Caliber each month, not what Caliber is stating, therefore there are issues that need to be addressed that a customer service representative who has no knowledge of this situation, can address.

• Initial Complaint

  Date:07/07/2023

  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 Home Loans owes me my Escrow money $828.30 and they refuse to call me back or tell me where they applied my money. I have spoken to the supervisor ***** at **************. He says he doesnt know where they applied my money and has refused to call me back. They refuse to give email address. Please help me with this.

  

  Business Response

  Date: 07/10/2023

  To Whom It May ********
  
  Caliber Home Loans, Inc. (Caliber), provides this response to ************* inquiry received on July 7, 2023. In her correspondence, she is requesting the funds in the amount of $828.30 from her escrow be refunded to her.
  
  We appreciate the opportunity to address ************** concerns. Please be advised, our records show, the funds in the amount of $828.30 were used to satisfy the payoff of ************** loan on April 13, 2023.
  
  Please note, Caliber on March 28, 2023, Caliber received ************* payment in the amount of $3,564.51 which was intended to payoff her loan. However, her payment was applied towards her April 2023, May 2023, and June 2023 installment as a payoff quote was not requested by **************************** April 10, 2023, Caliber made adjustments to ************** account reversing the funds in the amount of $2,376.34 applied towards the May 2023 and June 2023 installments and applying the funds towards the principal balance.
  
  On April 12, 2023, a payment in the amount of $1,188.17 was received and applied towards the May 1, 2023, installment. On April 13, 2023, a payoff quote was generated with a total amount due of $890.48 to pay the loan in full. Caliber used the funds in the amount of $828.30 from the escrow account and applied funds towards the payoff of her loan.  The remaining amount of $62.18 was written off, which paid the loan in full allowing for a successful lien release.
  
  As such, there are no funds to be refunded to ************.
  
  Should ************ have any additional questions or concerns regarding the loan, we encourage her to contact our *************************** at **************. 

  Customer Answer

  Date: 07/10/2023

  I am rejecting this response because they still owe me a balance. Once again, they applied the amounts I paid incorrectly. This is the second time on this account. Please see document attached. Thank you!

  

  Business Response

  Date: 08/17/2023

  To Whom It May ********
  
  Caliber Home Loans, Inc. (Caliber), provides this response to ************* inquiry received on August 8, 2023. In her correspondence, she is requesting the funds in the amount of $828.30 from her escrow be refunded to her.
  
  We have recently addressed  similar concerns in our correspondence, dated July 10, 2023, to ************ (copy enclosed). Therefore, after we performed our duty of investigation, our records reflect that we have already fully  addressed her concerns in our prior response.  Please note, if ************ has additional information that would assist us in identifying a different or new concern, we encourage her to provide us with specific details concerning the event in question so we may respond to her concerns in a timely manner.
  
  Should ************ have any additional questions or concerns regarding the loan, we encourage her to contact our *************************** at **************. 

  Customer Answer

  Date: 08/18/2023

  I am rejecting this response because: Caliber Home Loans has misapplied my funds and therefore my payments and how they claim to have applied them to my account should be audited. I paid almost in full my account so they should never have applied my payments to months that were already covered on the check I sent them. 

  

  Business Response

  Date: 09/12/2023

  To Whom It May ********
  
  Caliber Home Loans, Inc. (Caliber), provides this response to ************* inquiry received on September 1, 2023. In her correspondence, she is requesting the funds in the amount of $828.30 from her escrow be refunded to her.
  
  We have recently addressed similar concerns in our correspondences dated July 10, 2023, and August 17, 2023, to ************ (copies enclosed). Therefore, after we performed our duty of investigation, our records reflect that we have already fully  addressed her concerns in our prior response.  Please note, if ************ has additional information that would assist us in identifying a different or new concern, we encourage her to provide us with specific details concerning the event in question so we may respond to her concerns in a timely manner.
  
  Should ************ have any additional questions or concerns regarding the loan, we encourage her to contact our *************************** at **************. 

• Initial Complaint

  Date:06/12/2023

  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.

  I cannot access my home loan on the website. The phone number on the website does not work. I have called it over 200 times. I have no idea of what my balance is, or if my mortgage payments are even being credited to my account. I have filed a complaint with the *********** Board

  

  Business Response

  Date: 06/13/2023

  Dear *********************:
  
  Caliber Home Loans, Inc. (Caliber), provides this response from the ***** ********** of ******* and Mortgage Lending inquiry received on June 6,2023, direct inquiry received on June 5, 2023 and the Better Business Bureau on June 12, 2023. In your correspondence, you stated that you need help to access the loan and our phone number provided below is incorrect.
  
  We appreciate the opportunity to address your concerns. In reviewing your complaint, we determined we have received a similar complaint in our office on June 3, 2023 and Caliber responded to the complaint on June 6,2023. We feel it addresses the same concerns expressed in your complaint;however, to provide further clarification we are providing the following information.
  
  We requested a call to you to assist in your request and a representative contacted you and stated you are able  to access the loan.
  
  The phone number listed below is listed on the billing statements for our **************************** If you require additional assistance,please attempt to call the number from another device as the phone number below is correct.
  
  Should you have any additional questions or concerns regarding the loan, we encourage you to contact our Customer Service ********** at **************.
  
  Sincerely,
  Customer Advocacy and Response Team
  
  ********* ********** of ******* and Mortgage Lending
         Via email: **************************
  
          Better Business Bureau
          Via BBB portal 

• Initial Complaint

  Date:06/09/2023

  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.

  As of the past two months NewRez is claiming that my escrow balance is supposedly very short and therefore they are adjusting my mortgage around 700 additional dollars per month. In the decades of homeownership Ive had, I have never seen a mortgage company run so poorly nor make such an outrageous claim with no facts and data to support.Their weird formatted sheet they claim shows the breakdown and shortage does not in any way accurately depict this supposed shortage in any readable fashion, and I am a numbers person. Furthermore I called to speak with agents multiple times about this supposed shortage and not one of them was able to intelligently explain how this shortage claim is accurate. Nothing has increased except for a small amount for the homeowners insurance, therefore it seems very clear to me this is an error and NewRez is refusing to explain in detail or make the necessary corrections. Additionally the last agent I spoke with claimed that I was supposed to receive a detailed breakdown on May 1st. It is now June 6th and nothing has ever come. I need to see an accurate and full detailed description of exactly how this shortage is accurate. It needs to make sense and read like a typical mortgage statement that includes the escrow account with deposits and withdrawals, tax payments, and any other transactions that supposedly led to this substantial negative amount. If this dispute with my account shortage is not handled quickly and appropriately to my satisfaction I will submit all documentation to the trade commission for a full review of your practices and shortage claims.

  

  Business Response

  Date: 07/05/2023

  Please see the attached response originally completed 6/16/2023. There was a delay in uploading the response. Additionally, we were unable to locate an email with passcode to access. 

  Customer Answer

  Date: 07/05/2023

  I am rejecting this response because:   I am rejecting this response because:  My concerns have yet to be addressed.  As expressed in my complaint and my multiple phone requests I have never received a detailed breakdown that shows HOW your company supposedly was short by such a dramatic amount.  Neither the property tax nor the homeowner insurance went up that dramatically to add up to that much to total $4,316.93.  I am expecting to see a full and READABLE breakdown posted here that shows all of the escrow funds posted, the payments made with the funds, and the exact charges that supposedly caused. $4316.93 deficit.