Caliber Home Loans Complaint

Caliber Home Loans, Inc Mortgage department,

Conventional fixed mortgage Loan servicing, payments, escrow account New York

We have been struggling with Caliber Home Loans since - - to correcting errors in our account. Prior to - -, - our loan servicer was -. They made numerous mistakes during the period of - - to - -, -. During this time period we were not only current but paid through - with $500.00 in our account for - 's payment. Caliber told us that our account was behind. It took quite awhile for Caliber to research it and then we were told that - had made some mistakes. We struggled with - to get our records to pinpoint where the problem was located in our account. - repeatedly told us that we needed to work with Caliber because they were the servicer. In a letter dated - -, -, from - -, Vice President, Customer Service, Caliber Home Loans, she states : " Furthermore your allegations are regarding the previous servicer and not Caliber. Please be

address the issue. Today I spoke with - - at - and she informed me that they had an agreement with you to resolve any issues or complaints or misappropriation of our funds. So I spoke with - ( - ) at Caliber who immediately realized that the problem needed to be addressed by a manager. After waiting for quite some time - ( - ) took my call. She was not especially helpful. She said there is an open complaint and it would take an additional 30 days to " research ''. I let her know that this is unacceptable because we have been waiting for a response since - - that will resolve our issues. She balked at sending us copies of our monthly statements and financial payment history. I requested the records because Caliber has assessed fees and late charges that she says do not exist but I see them on the copies of the statements that I have. She also refused to do a follow up phone call or email to keep us updated on how the research is progressing. She said that Caliber is unable to speak by phone between the research department and customer service. Customer service is also not allowed to phone customers or email them. This does n't seem like customer service to me. - is telling us that we have a single point of contact at Caliber when this - - has never spoken to us nor returned our calls.