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:10/09/2022

  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.

  Good evening ,
  I have a loan with Caliber Homes and we made use of the forbearance plan offered by the government during the pandemic but when the plan ended , we started to make payments again on January 1st of 2022. The monthly payments changed from $3077 to $3249 because they calculated the amount that was not paid during the forbearance plan and was added to the new monthly payments which we accepted it .
  We continued making payments each month until they stopped receiving our payments and also locked our online access to their system .
  We've made numerous phone calls that we have records of it , and they recognize their mistake but there is no resolution . We keep calling and speaking with diferente customer services and supervisory staff ( we habe records) that promises to return the phone call with an an answer but it never happens .
  Today , we've found that Caliber Homes has filed a complaint in court against us and we are in the process to find a lawyer immediately to sue this company that seems to be trying to steal our home somehow .
  We are also experiencing heath problems due to the unscrupulous behavior conducted by Caliber Home.
  Besides that , I am assuming that they have reported to the credit agencies which they will have to respond for .

  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 7, 2022/10/25) */
  To Whom It May Concern:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to Ms. ********' inquiry received on October 10, 2022. In her correspondence, she is requesting to be contacted regarding her payments not being received and correction being made to her credit report.
  
  We appreciate the opportunity to address Ms. ********' concerns. Please be advised, our records show, Caliber attempted to contact Ms. ******** twice on October 19, 2022, and twice on October 20, 2022, to phones numbers XXX-XXX-XXXX and XXX-XXX-XXXX listed on file to discuss her payments not being accepted and her online account being locked out.
  
  However, no contact was ever made. Caliber will continue our efforts to contact Ms. ******** to clarify or resolve any errors on the account.
  
  Please note, in addition to our call attempts to the borrower(s), records indicate we provided a written response to the customer on September 2, 2022, to address the concerns regarding payment processing, the escrow account and the status of mortgage.
  
  Should you have any additional questions or concerns regarding the loan, we encourage you to contact our Customer Service Department at 1-800-401-6587.

• Initial Complaint

  Date:10/06/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would first like to say I really like being a Caliber Home Loans customer but with all of the changes going on, I think they need more employees who care. I've been calling for months trying to get my account resolved. I did a partial claim back in March (I didn't even know it was a partial claim as the option weren't explained, they were just chosen for me. My mortgage statement says I owe $126,XXX and it is showing up on my credit as a principal of $422,000 which is incorrect and causing negative impact to my credit. I contacted the VA and they said the $124,237 partial claim hasn't been funded because calibers agents submitted the claim in the system to the VA for 1 cent. The VA sent this back to Caliber requesting the correct amount and have yet to get a response. They said if it isn't done before Oct 28th, they aren't finding it. They also said once my loan is funded, the funds will be serviced by BSI. They also said my principal on my credit should not be showing $422,000 and it should be set up as it is on the promissory note with the reduction principle which is now $297,000 give or take a few. I am requesting the immediate fix for this as I am trying to use my credit and mortgage statement for important things and I am unable to because they both show incorrect. Please respond to the VA with the correct amount so they can pay the claim out. Also please adjust my account so it's not showing $126,XXX due on my mortgage statement and report correctly to my credit the balance of $297,XXX.

  

  Business Response

  Date: 02/27/2023

  Business Response /* (1000, 11, 2022/11/30) */
  ***Document Attached***
  To Whom It May Concern:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to Ms. *****'s inquiry received on October 7, 2022. In her correspondence, she is requesting to have Caliber correct the monthly statements amounts, the amount sent to the VA, and the amount being reported to the Credit Bureaus.
  
  We appreciate the opportunity to address Ms. *****'s concerns. After loan review, Caliber acknowledges there was an input error at the time the partial claim was filed with the VA. As a result of the partial claim filing error, Caliber advanced the funds to the homeowner so they could proceed with the modification. Once the funds are received from the VA, the funds will be applied toward the corporate advance balance.
  
  Please note, a correction was filed on October 25, 2022, and Caliber is currently waiting on a response from the VA. However, the VA currently is backlogged and a response from the VA is estimated to be returned in January 2023. As such, Caliber has reported the loan as current as well as a $0 balance when the loan transferred. Caliber also has requested Shellpoint to suspend credit reporting through December 2022.
  
  We extend our sincere apologies for the inconvenience and frustration Ms. ***** has experienced. We value her as a customer and appreciate her patience as we make strides to provide Ms. ***** with a superior customer experience. Should Ms. ***** have any additional questions or concerns regarding the loan, we encourage you to contact our Customer Service Department at 1-800-401-6587.

• Initial Complaint

  Date:10/05/2022

  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.

  On 6/15/22 & 6/17/22 I made two mortgage payments in the amount of $678 to my mortgage company Caliber Home Loans. I received a letter from the mortgage company Caliber Home Loan on 6/29/22 that June payment was not received or posted to my account. CHL requested proof of payment and it was emailed on 7/3/22, I reached out to Caliber Home Loan a few days latter and was told they need a full copy of the June and July bank statement and it was emailed on 7/22/22 as requested. I have been in constant contact with Caliber Home Loans to get the matter resolved. Today 10/5/22 I included a JP Morgan Chase representative on a call with a representative from Caliber Home Loans and the information provided directly from the bank was still not enough to get the matter resolved. I was told by the representative from Caliber Home Loans that my home is in jeopardy of foreclosure. Because I have not made payment for June or July, the representative made mention that my home is in jeopardy of foreclosure proceeding. Please help

  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/10/18) */
  To Whom It May Concern:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to Ms. *******'s inquiry received on October 6, 2022. In her correspondence, she is requesting to have her account adjusted to reflect her June 2022 installment was paid.
  
  We appreciate the opportunity to address Ms. *******'s concerns. Please be advised, due to a system error, Ms. *******'s payment was never applied to her account. Caliber was able to locate Ms. *******'s missing payment of $678.00, and the funds were applied to the account with the appropriate effective dates.
  
  As of the date of this letter, Ms. *******'s account is past due for the September 1, 2022, and October 1, 2022, contractual installments.
  
  We extend our sincere apologies for the inconvenience and frustration Ms. ******* has experienced. We value her as a customer and appreciate her patience as we make strides to provide Ms. ******* with a superior customer experience.
  
  Should Ms. ******* have any additional questions or concerns regarding the loan, we encourage her to contact our Customer Service Department at X-XXX-XXX-XXXX.
  
  
  Consumer Response /* (3000, 7, 2022/10/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Attached is proof of payment for September & October.
  
  
  Business Response /* (4000, 9, 2022/10/31) */
  To Whom It May Concern:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to Ms. *******'s inquiry received on October 26, 2022. In her correspondence, she is providing proof that her September 2022 and October 2022 installments were paid.
  
  We appreciate the opportunity to address Ms. *******'s concerns. Please be advised, the proof of the September 2022 and October 2022 payments were not attached to the complaint received.
  
  However, please note, as the payment made on June 18, 2022, was not applied to Ms. *******'s account, the account remained due for the June 1, 2022, installment. As such, when Caliber received funds in July 2022 funds were applied towards the June 2022 installment.
  
  Our records show, no payment was received in the month of August 2022 and Ms. *******'s payment received on September 15, 2022, was applied towards the July 2022 installment.
  
  As stated in our previous response, Caliber was able to locate Ms. *******'s missing payment of $678.00, and the funds were applied to the account with the appropriate effective dates on October 12, 2022. Once the payments were reversed and correctly applied, Ms. *******'s account remained past due for the September 1, 2022, and October 1, 2022, contractual installments.
  
  On October 17, 2022, Caliber received Ms. *******'s payment in the amount of $1,354.11. This payment was applied towards the September 1, 2022, installment due and the October 1, 2022, installment remained contractually due.
  
  As of the date of this letter, Ms. *******'s account is past due for the October 1, 2022, contractual installment.
  
  Should you have any additional questions or concerns regarding the loan, we encourage you to contact our ******** Service Department at X-XXX-XXX-XXXX.

• Initial Complaint

  Date:09/08/2022

  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.

  On June 10,2022 I pd my escrow shortage due to my mortgage loan payment increased by 400 a month plus pd my June mortgage. They claim I never pd my June mortgage payment. I've spoken with at least 5 different reps to get this cleared up. They claim the escrow shortage I pd and June payment were placed in the wrong category. Each time I speak with a representative they assure me that this will be corrected. I keep receiving pH calls stating that I am delinquent and also through the mail. My credit score has dropped considerably due to this. It's impossible to speak with a manager and this has been on going since June and today is September 7th.
  

  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/09/19) */
  To Whom It May Concern:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to Ms. *****'s inquiry received on September 8, 2022. In her correspondence, she is disputing the application of her payment made on June 10, 2022.
  
  We appreciate the opportunity to address Ms. *****'s concerns. Please be advised, Caliber has reversed and reapplied Ms. *****'s payment to the account correctly.
  
  Due to the error, Caliber has updated the credit reporting on Ms. *****'s loan reflect all payments made as current. If Ms. *****'s credit reporting continues to reflect delinquent after the 4-6 weeks for the credit reporting agencies (CRA) to reflect the corrections, she **** need to file a dispute directly with the specific CRA.
  
  As of the date of this letter, Ms. *****'s loan is current and contractually due for the October 1, 2022 monthly payment.
  
  Should you have any additional questions or concerns regarding the loan, we encourage you to contact our ******** Service Department at X-XXX-XXX-XXXX.
  
  
  Consumer Response /* (3000, 7, 2022/09/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept Calibers response. I have received two foreclosure notices and a certified letter stating that I have missed a payment. My Payment History Detail, which did not show approximately 11 months of transactions until on my last call when it was finally updated, shows multiple notifications over the last 4 months of "bad check". I have never missed a payment or written a bad check. I have been told on multiple calls to Caliber that all has been resolved but I continue to receive multiple payment notices with different amounts due for the same month. I have had a financial advisor and a real estate professional review my Payment History Detail and neither were able to decipher what has transpired. I consider this matter far from resolved.
  
  
  Business Response /* (4000, 9, 2022/09/28) */
  To Whom It May Concern:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to Ms. *****'s inquiry received on September 26, 2022. In your correspondence, she is disputing the application of her payment made on June 10, 2022.
  
  We appreciate the opportunity to address Ms. *****'s concerns. These concerns are substantially similar to the concerns you previously expressed within BBB Case Number XXXXXXXX, which we responded to on September 19, 2022 (copy enclosed). After we completed a thorough review of your 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 you have any additional questions or concerns regarding the loan, we encourage you to contact our ******** Service Department at X-XXX-XXX-XXXX.

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the course of the last six months I have been trying to cancel my private mortgage insurance as I have more than 20% equity in my home according to the appraisal Caliber arranged for me when I purchased my home 18 months ago. Because my purchase price was significantly lower than the appraisal price, I must redo the appraisal along with submitting the removal request to verify the price of the home is still the same. Over the last 6 months I have called Caliber dozens of times and somehow my request has been cancelled three separate times. The first time I was actually put in touch with an appraisal company but when they reached out to schedule a visit I had COVID and so I asked to reschedule for later in the month. I never heard back so when I recovered I reached out and they said the whole process had been cancelled. Since then, it's been cancelled two additional times for "lack of access to the unit" which makes absolutely no sense because I have never actually been put in touch with another appraisal company and I've been calling Caliber every 2-3 weeks to check in on the status. It really feels like they are trying to prevent me from removing my PMI so they can keep getting $700 extra from me each year. I want to be refunded my payments from the last 6 months and I want someone to please call me back!!!!! Or send an email!!!!!!
  

  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 7, 2022/09/14) */
  To Whom It May Concern:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to Ms. ******'s inquiry received on August 30, 2022. In her correspondence, Ms. ****** is requesting to be contacted by Caliber regarding the removal of her PMI. Additionally, she is requesting refund for PMI paid for the past six months.
  
  We appreciate the opportunity to address Ms. ******'s concerns. Please be advised, our records show, Caliber has attempted to follow through with having Ms. ******'s property appraised. However, due to not having access granted, the BPO/appraisals were cancelled.
  
  Since receiving Ms. ******'s correspondence, our records show, our PMI Department has been in communication with Ms. ****** and are working to have the process of having the PMI started and resolved.
  
  We extend our sincere apologies for the inconvenience and frustration Ms. ****** has experienced. We value her as a customer and appreciate her patience as we make strides to provide Ms. ****** with a superior customer experience.
  
  Should you have any additional questions or concerns regarding the loan, we encourage you to contact our Customer Service Department at 1-800-401-6587.

• Initial Complaint

  Date:08/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A wire in the amount of XXXXXX.63 was sent to Caliber on 6/10/22 from Dominion Title Company to pay off my mortgage after the sale of my house. The wire sat in one of Caliber's bank accounts and was not located/applied until July 20th, after numerous calls to their ******** service line involving both me and a representative from the title company. When the payment was finally applied, it was not back-dated to the 6/10 receipt date, and I was shorted ~$420 in refunded interest. I have called them multiple times since, and they are still claiming they did not receive the wire until July. The Loan Number is XXXXXXXXXX, was originated on 12/14/20 for XXXXXX, at a 30-year fixed rate of 2.99%. Attached is the evidence provided to me by the title company showing that the wire was sent on 6/10.

  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/09/08) */
  To Whom It May Concern:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to Ms. *********'s inquiry received on August 30, 2022. In Ms. *********'s correspondence, she is requesting a refund for additional interest charged on her loan as funds to pay off her loan were paid on June 10, 2022, but not credited to her account until July 20, 2022.
  
  We appreciate the opportunity to address Ms. *********'s concerns. Please be advised, due to the sanctions laws and regulations administered and enforced by OFAC and other U.S. agencies, some wire payments may require additional decisioning time if their transaction becomes stopped for economic sanctions review. Please note, the decisioning time is not solely dependent upon our bank due to the nature of the process and the application of payoff funds may be delayed.
  
  Additionally, Caliber received Ms. *********'s payoff payment on July 20, 2022. Caliber does not backdate payoff payments. As such the payment was applied to the account when Caliber received the funds.
  
  However, as a courtesy, Caliber has calculated the difference in interest charged and on September 6, 2022, a refund of $804.80 was issued for the difference in interest charged on Ms. *********'s loan.
  
  We extend our sincere apologies for the inconvenience and frustration Ms. ********* has experienced. We value her as a ******** and appreciate her patience as we make strides to provide Ms. ********* with a superior ******** experience.
  
  Should you have any additional questions or concerns regarding the loan, we encourage you to contact our ******** Service Department at X-XXX-XXX-XXXX.

• Initial Complaint

  Date:08/25/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is in regards to Caliber's customer service. For the past 2 months, once a week they call me from X XXX XXX XXXX. I answer because I know it's the mortgage company. Every time I answer, no one is there. I have complained about this before and no one there cares or does anything about it. The excuse I am given is that 'oh sometimes the system doesn't connect the call' which is absolutely ludicrous and demeaning. If calls are 'not connecting', as I have complained to their customer service agents every time, then why don't they fix it. And if the call doesn't connect, they should be calling back, but they don't. It is clear they don't care about their customer service or their customers. They would rather harass me than give customer service.
  
  They would rather interrupt my day just to get me to answer the call. And if I don't answer the call, they won't leave a voicemail as to why they are calling or ask me to call them. So, why are they calling? Is there something I have to worry about? Is something wrong with my mortgage? I have no idea because they won't bother to tell me. It doesn't matter where I am; at work, home, shopping - they call and it is dead air. It is like they call 'just to see if I will answer'. It is harassment and deliberate and causes stress. It is like a prank call children would make.
  
  Either they do something about it or stop calling me. I am tired of it. This is no respectable way to treat a customer.

  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/09/07) */
  To Whom It May Concern:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to Ms. **********'s inquiry received on August 26, 2022. In her correspondence, Ms. ********** expressed her frustrations about receiving calls from Caliber with no one on the phone.
  
  We appreciate the opportunity to address Ms. **********'s concerns. Please be advised, as the account is due on the first of each month, and if there are no secured arrangements on file, Caliber reaches out with a courtesy call to determine the intentions for the account.
  
  If there is no response, or no arrangement or intentions given, the calls do continue while the account is past due.
  
  Our records show, a payment was received on August 31, 2022, and applied to Ms. **********'s account which brought the account current.
  
  We extend our sincere apologies for the inconvenience and frustration Ms. ********** has experienced. We value her as a customer and appreciate her patience as we make strides to provide Ms. ********** with a superior customer experience.
  
  Should Ms. ********** have any additional questions or concerns regarding the loan, we encourage her to contact our Customer Service Department at X-XXX-XXX-XXXX.
  
  
  Consumer Response /* (3000, 7, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I already confirmed with caliber that my account is not past due. My payment was made on August 1st but they failed to post it. And it was only posted because I had to reach out to a local loan officer who initiated the mortgage to ask him why it was taken out of my bank account but not reflecting in my mortgage. That was not my fault, that was Caliber's fault. But true to form they blame something or someone else.
  
  A 'courtesy call' would actually involve somebody actually being on the line when I answer it, not dead silence. I reported it to the agents I spoke with many weeks before filing this complaint, but nothing was ever done until filong this complaint.
  
  It is not a courtesy call or customer service to call a customer, interrupt their day, and say absolutely nothing and then to keep doing it and when I complain about it they blame the computer. Customer service courtesy call means you speak to the customer when they answer the phone or you leave a voicemail. Caliber did neither of those. It was just a weekly spam call.
  
  
  No further action needs to be taken but if I receive another call from them with no one on the line I will make another complaint.
  
  
  Business Response /* (4000, 9, 2022/09/15) */
  To Whom It May Concern:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to Ms. **********'s inquiry received on September 9, 2022. In her correspondence, Ms. ********** expressed her frustrations about receiving calls from Caliber with no one on the phone.
  
  We appreciate the opportunity to address Ms. **********'s concerns. These concerns are substantially similar to the concerns you previously expressed within BBB Case Number XXXXXXXX, which we responded to on September 7, 2022 (copy enclosed). After we completed a thorough review of your 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 you have any additional questions or concerns regarding the loan, we encourage you to contact our Customer Service Department at X-XXX-XXX-XXXX.

• Initial Complaint

  Date:08/16/2022

  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 filed for a mortgage modification. I have been paying $5917 monthly. I fell behind on my mortgage and asked for a modification. The modification was approved at a rate of 5.5% and an increase to $6306.66 and an increase in maturity date by 4 yrs. I refused this. However, they are forcing all my payments toward the repayment amount instead of just allowing me to pay the $5917. I refused the modification. I want to just catch up on my own. I am not in foreclosure and I can take the funds from elsewhere.
  

  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/08/24) */
  To Whom It May Concern:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to the inquiry received on August 16, 2022. In the correspondence, the homeowner applied for a modification as they fell behind on the payments. The modification was approved however they declined the modification. Caliber is increasing the payment to catch up the delinquency though the homeowner wants to continue paying the contractual payment which does not address the delinquency. They want to catch up on the loan on their own and can from elsewhere.
  
  We appreciate the opportunity to address their concerns. Caliber received the modification request, and it was based on the homeowner's documentation provided. Based on the investor's guidelines, the modification approved is the program available to the homeowner.
  
  As of the date of this letter, the loan is due for June 1, 2022 through August 1, 2022. Please contact Single Point of Contact ("SPOC") Department at 1-800-401-6587 to obtain updated Total Amount Due to bring the loan current and any additional questions or concerns regarding the loan.
  
  Sincerely,
  Customer Advocacy and Response Team

• Initial Complaint

  Date:08/11/2022

  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.

  ++++The billing dates below are Payment Due Dates, Not Statement Dates.
  
  Our mortgage begain at the end of 2020. Our payment is $ 1,210.73 monthly. Everything was fine until Jan 1, 2022. Accourding to customer service our insurance got detached from our account and our account was thrown into escrow. We have never escrowed our mortgage.
  
  
  In late 2021 my wife calls to question the amount of the bill. It went from $ 1,210.73 to $ 2,962.56. The escrow amount of this bill was $ 1751.83. She was told to NOT make the payment and wait so they could get it all straightened out. Febuary's bill comes and it is $ 5,985.66. Two months of original payment + 2 months of escrow amount. My wife called and told them she was making the full payment in February ($2,962.56 on 2/7) because she was getting nervous that they still had not corrected the escrow problem by then.
  
  It appears that in January they made an adjustment to the unpaid escrow amount. Also the amount of our bill went back to the $ 1,210.73 amount in April 1, 2022.
  
  However they applied $1,751.73 of the Feb payment to escrow and the original $ 1,210.83 amount to the Jan bill we were told not to pay.
  
  If you add our mortgage amount of $1,210.73 times 8 (for 8 months), that totals $9,685.84. If you add the payments made $2,962.56 Feb; $1,880.36 March; and 4 months (May, June, July and August of $1,210.73, that totals $9,685.84. Balance -0- (without late fees)
  
  
  My wife has tried desperately for the past 7 months to get them to fix this and has given up. I took over in June when I went on Equifax to see that my credit score has gone from a 811 to a 584, There is not a point of contact to help us through this issue. We have to speak to a new ******** service rep each time, who sees what I see, but has to escalate it to their manager and THEY SWEAR the manager is going to call me back.....and nothing. I have had this same phone call, initiated by me, at least 5 times now. My wife, over a dozen.

  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 7, 2022/08/29) */
  To Whom It May Concern:
  
  Caliber Home Loans, Inc. (Caliber), provides this response to your inquiry received on August 12, 2022. In Mr. *******'s correspondence, Mr. ******* is requesting a correction be made to his credit reporting.
  
  We appreciate the opportunity to address Mr. Gilber's concerns. Please be advised, as no payment was received by Caliber for the January 2022 installment, until February 7, 2022, the payment was reported as late the the Credit Reporting Agencies (CRA's).
  
  After being advised that misinformation was provided to Mr. and Mrs. *******, Caliber submitted a Credit Bureau Update for the February 2022 installment to reflect as current on August 5, 2022.
  
  Since requesting the update, upon further review, Our records indicate that Mr. or Mrs. ******* were never informed by a ******** service reprentative not to make their January 2022 installment, rather they were informed on how and where they could make the monthly installment.
  
  However, due to the missed January installment, the account remains past due and when a payment is received, it is applied towards the oldest outstanding installment due on the account. Therefore, the CRA's is correct.
  
  As of the date of this letter, the loan is contractually due for the July 1, 2022, and August 1, 2022, installments.
  
  Should Mr. or Mrs. ******* have any additional questions or concerns regarding the loan, we encourage them to contact our ******** Service Department at X-XXX-XXX-XXXX.