Caliber Home Loans
Reviews and Complaints

I have been contacting Caliber for almost a year to remove the PMI from my property and I have sent payment twice. and they always tell me that they can't find my payment and I must request to do the process again. I realize that there are already several cases with the same situation and there is no solution to this. I ask Caliber loans for more respect and honesty with their clients, not to play with people's money and violate their rights. I expect an immediate solution to my case. thank you

I had wind/tornado/water damage... Had to send my check from insurance company to mortgage company, (calliber), got about half my check sent to me, took about over a month after their ridiculous paper work mess, and run around, I desperately needed... And then have to do a inspection, they demand it... To get the rest of your money, but oh... They charge you for the inspection... And it takes a few weeks to get it... You got to be kidding me... To get your money, from the insurance you pay for and had to send to them that they kept half of, and demand a inspection and then they charge you for it!... They add it to your monthly payment!... Smh! You have got to be kidding me... When this nightmare is over, I will be looking for a reputable mortgage company!

My mortgage company is Caliber Home Loans, 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 Escalation Department 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 pay extra each month but yet my mortgage is going up due to escrow. I have had a number of home loans and never have I had the escrow pay what appears to front money to pay then upcharge you. 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.

I have spoke to Caliber on the following dates as well as communication through their vague website.

6/20/23

6/21/23

6/22/23

6/23/23

6/27/23

It started in October 2022. Suddenly as of Nov. 1, 2022, I could not get on the Caliber website to pay regular mortgage payment of $1326.29. My next step was a phone call to reach customer service to find out why I can’t pay my mortgage. On Nov.4/2022 I find out that Caliber made a payment to Tax Office to pay my property taxes without my consent even though my taxes were paid in instalments up to date.

My account was switched to escrow account and automatically my access to Caliber account was blocked. When I asked what was the reason for doing that, the customer service rep. told me that they had to pay my property taxes due to non-payment. I told her that it is impossible because my taxes were paid. She said that they got a letter from Brevard County Tax Office that my taxes weren’t paid. I thought it happened by error, so I asked for copy of the letter. The answer to my request was very fast “we can not give you a copy”. Then I asked for proof of Caliber payment that was made on my behalf and I got same answer “we can NOT give you proof of payment”. CS Rep. informed me that I have to pay back the payment Caliber made to tax office plus, mortgage payments and late fees before my account can be reverse, then I can apply for refund to Brevard County.

On November 4/2022, I printed my County Tax Office document showing my complete property tax payment, I attached check for $1326.29 November mortgage payment, letter of request to switch back to non-escrow account and mailed to P.O. Box 650856 in Dallas TX. Parallel to mail I faxed a letter of explanation and request to non escrow my account to fax: [protected]. The November check was cashed and 3 months later they returned back to me as refund.

From that day till now May 8/2023 it just got worse. In between Nov. 2022 and now, I have made countless number of phone calls. I spoke probably to 15 different customer service staff and 3-4 managers which was not the case because I find out later that managers DO NOT talk to customers neither to customer service reps, all communication is done via email. I assume that they represented themselves as managers but they were regular customer service representatives acting to calm customer down, I assume, they played the game on my expense. “Managers” promised to fix my account, however, instead of getting better it went worse. It was a time game without my knowledge.

As of today there is over $5600.00 in suspense account but still no action to fix the problem. Three other checks were sent weren't cashed or returned.

March 21, request to manager was sent via email by customer service rep. R. to get reinstatement amount so I can pay then take a lawyer to recuperate all the money.

April 26 and 28/2023 during conversation with D., she confirmed that her, and one of other customer service representatives R. sent emails to three different managers requesting to look into my file and correct this “out of control situation”. at this point I was informed that I am in foreclosure! Following the conversation with customer service representative I called Caliber’s corporate lawyer office, First I was brushed off by front desk assistant, I left a message and I am waiting for a phone call to straighten things up. No one called till now, May 8/2023. I have learned that Caliber went through acquisition with Newrez.

Regardless my ability and willingness to pay my mortgage, Caliber blocked my portal to block an ability make payments and refused to accept deposit my payments by checks that were sent to office in Dallas, TX.

I hope my story will make people think twice before they will decide to do business with Caliber Home Loans. There is more reviews like mine on different internet platforms such as BBB etc.

Thank you in advance for correcting my case.

On 03/09/2023 I received an alert that there had been a major change in my credit score. I went and checked on what it was and found that my mortgage payment with Caliber was delinquent. I immediately checked my bill pay account confirming payment had been sent and found that while it had been sent it was still pending - the payment at Caliber had not been deposited. From there I went to Caliber and spoke to customer service who directed me to contact my bank and confirm that a check had in fact been sent and to collect documentation on it which I did. I then called Caliber back and provided the information the bank had given me. The customer service person said they did not have the check. So I asked how do we resolve this, and the reply was to make payment via the phone. I said I would gladly do so. I then asked if the delinquent report to the credit agency could kindly be removed and was told no. I asked to speak with a supervisor who told me the same thing - they would not withdraw the report of delinquent payment.

For background, I have had at least five mortgages with Caliber over the years. I have refinanced three mortgages. Over the course of those loans, I have been late or delinquent one time other than this instance. I have never had any issue with my bill pay account making timely payments to Caliber or any payee before. Caliber never informed me there was a problem with my payment (the CS Manager claimed they called me on three occasions but I could not find a record of it in my call logs and when I asked why they did not leave me a message she said it was not their policy to do so).

The fact is the very day I found out there was a problem I contacted Caliber to resolve it. I dropped everything to get to the bottom of the problem and resolve the issue. When I pointed that out to them they said they have no guarantee how I will behave. Perhaps looking at 20+ years of payment history could inform you?

I have spent thousands of dollars with this company over many years. I have recommended them to friends who on at least two occasions I know my recommendation resulted in a completed loan with Caliber. I would say that my loyalty to Caliber and my payment record would be the sort that most banks or lenders would consider very desirable. Yet this company for who I have demonstrated my loyalty for decades was unwilling to withdraw the delinquency from my record because it is not their "policy" to do so.

I am not asking for anything more than an administrative adjustment for something I was not at fault for and which clearly, from my history, I am not a repeat offender of.

I am insulted by the way Caliber has treated me and this situation. Their website talks about wanting to establish a relationship with their customers which in this case I have to say is a false claim. They showed little care for me and my relationship. The lack of understanding or any discretion used in this instance shows me just where I stand with Caliber Home Loans.

In the future, I will go out of my way to never do business with this company and I will never again recommend them to friends and family. They treated me like I mattered very little to them and didn't even try to help resolve this problem. Awful experience.

Tried to get in contact with customer service and have failed... All I get is the automated phone service... Such crap. Can't get logged in because my number has changed, so can't check my w-2's online... This is total BS. Thanks goodness we no longer do business with this company.

I really thought that this Caliber Home Loans was great at one time, but not anymore.

Caliber insisted on putting my flood insurance in escrow, and collected funds at closing (Jan '22) for the first annual premium (Apr '22). They were late paying FEMA, which created a huge mess with the policy. Lots of letters from FEMA and confusing letters from Caliber, lots of phone calls to the insurance agent. A huge waste of time.

To make this more frustrating, it is impossible to speak with a human being when you call their "customer service" number.

Lack of attention to detail, plus no way to contact them to resolve. Not a good combination.

Employees of customer service o in Caliber Home loans are the most unprofessional, unfriendly and without knowledge individuals I have faced in customer service.

It is a shame to call them and feel you bothers them at all time. I truly do not understand what are they doing surely as receiving a miserable salary they allowed to treat customer badly.

Truly a SHAME!

I have for the past few months been told something different every time I call or speak to anyone in regards to what is going on with my loan. You guys offered a forbearance and made it so easy to apply yet now going on 3 months that it should of been stopped and two months of payments have been submitted and i am still receiving paperwork stating we owe. Not to mention i am on the phone with people from a call center who have no idea whats actually going on. I have wait 40-2 hrs to speak to someone who says they are management that know nothing about whats going on. I have been told i would receive call backs from certain individuals and never been called back by them. I have been called out of the blue and told i had not returned notarized paperwork that i specifically tracked and was told was received by multiple employees on separate occasions. The latest incident happened today when i called to follow-up and was told i failed to return all the paperwork that was needed so Caliber Re-sent it yesterday. Upon my frustration i started looking for a corporate office to contact. I then came across multiple complaints regarding the same issue i am having. HMMMMM

June 27th had paper notarized sent overnight

called June 28 with the tracking number and was told it was received and signed for. I called every couple days to check-in on the status. I was Told multiple opposing things. It takes a week to process call every couple days, call every friday, make payments as normal. It will take 30 days, It will take 3 billing cycles, my documents on file were copies loaded not sent originals, oh wait i am so sorry we have them that was not your fault it was ours. Now today i have been told i failed to send proper paperwork when i know for a fact i opened it at the notary after reading in my car that morning and sent everything i was given. I have a copy of what i sent you. Also more dates and more call center employee numbers. BT5/ BAC/MJ3/J6K/ If these are even actual employee id #s. I have more info i am gathering and would love Caliber to take responsibility for the blatant mis treatment of people who are already struggling. Get it together. I will be following up with multiple entities in regard to this and have made a copy of this complaint. I was informed that Caliber Home Loans was recently bought by New Res so perhaps this is an issue in systems being transferred over however this should be addressed. This is already a highly stressful situation i have basically lost confidence in this being resolved without making a complaint.

Paperwork Notarized and sent July 27 next day air Fed Ex

July 28 notarized original documents were signed for and received

I called to give them tracking # .

Since this i have spoken to a different person every time i call and have been told different things. I need a resolution.

I made the mistake of allowing Caliber home loans to service my mortgage. They are idiots of the highest order. First, they decided my escrow was too low, so for an $1100 a year payment, they are billing me almost $500 a month. Now, I've been paying my mortgage every two weeks. They say I haven't made full payments so now they say I'm late. The stupidity of this company is utterly staggering.

On 6/21/22, Caliber Home Loans insurance claims received my check from the homeowners insurance adjuster. According to Caliber’s process, once all documents were received, a partial funds release would be made. I sent a request for the entire amount of funds to be released because we are doing the work on our own and cannot buy the materials “partially” to complete the work. On 6/27/22 we completed and passed the 50% inspection required by Caliber to receive the 50% funds. We had to borrow money just to get to that point for the inspection since we still had received no funds from Caliber. I called every day to get a status and was told that the check was held for review because I asked for the release of the entire amount. On 6/30/22 I called and was told that the check was still under review. On 7/1/22, I called again and told that my request for the total amount to be released was denied because they didn’t receive the contractor bid. Mind you, the letter that I sent them indicated that we were doing the work on our own and would need all of the funds for materials and supplies. They also had received the invoice for all of the materials we need which was more than the 50% they want to release. We can’t move any further without all of the funds. This is extortion. I just don’t know what to do now.

In January of 2021 I took the Covid Forbearance - from January thru December of 2021. during the forbearance I paid every escrow payment. I started back making the normal monthly payment in January of 2022. At the end of the forbearance paperwork call Partial Claim was return back over to Caliber several times. Caliber states no we only show we sent you the partial claim package and you never return it. So during the entire Forbearance I do not have access to my online portal for Caliber so each payment made I have to call in and speak to someone then at some point they stop that and said payments only by mail. I call in on 06/14 to make my normal June payment and now I was told by Caliber my home is under foreclosure and Foreclosure started on May 5 - remind you I made a normal payment on May 14th - On June 14th I was told no we cannot take your payment since you under foreclosure and that foreclosure just took place on May 25th and I would need to complete a Mitigation package asap and I done this - I have been calling everyday to confirm that Caliber receive my documents and I was told 3 to 5 business days to upload to my file and afterwards I would know.

Also another issues Caliber forced me in to Forbearance - I started refinancing with Caliber for lower rate due to for seen circumstance with Covid and other heart issues - I started the refi process in October of 2020 and it was lead on and on after being conditionally pre approved - signing documents - receiving paperwork. In January of 2021 I call Caliber and was dealing with an Alexis Finnely who said Novad had not sent them the documents - I email Novad and CC all the Calibers Loan Reps involved and Novad said the documents was sent back to Caliber in December. After going back and forward by phone and email in January of 2021 the day after I took Forbearance a Chelsea Geter call with joy to tell me my refi loan was approved but if I had taken the Forbearance this would disqualify me. Later found out Caliber was working with one of my debtors and they needed time to file a bogus lawsuit. I have never miss any payments with Caliber and they have foreclosed. SMH. Its more people involved in this. Not to mention it on my credit report as late.

After 5 months of being told lies by Caliber Homes (Jan through May 2022), I cancelled my request to have PMI evaluated and dropped from my mortgage. I followed the process, submitted the required paperwork, and followed directions. I even paid 5-months ago and Caliber had no problem taking my money. Each time I called for follow-up, I was told I was missing paperwork. After lengthy conversations, I was told that they had my required paperwork and a brokers opinion was ordered. I just followed-up after another 30-days and they told me that caliber homes was trying to find a broker to complete the work. The entire process should have been completed over the past 30-days. I asked if they needed my assistance as there are many brokers in my area. They said they didn't need my help. I was then notified that I was missing paperwork again. What a complete joke. Caliber is doing everything they can to prevent people from removing PMI from their mortages. I ended up simply cancelling the request and asked for my money back. They said it would take 21-days. I asked for a confirmation or reference number and I was told they didn't do that. I'm not holding my breath. If I could easily refinance my loan and retain my existing mortgage rate I would leave Caliber today. I will not refer or recommend to anyone in my lifetime. If anyone from Caliber reads this complaint and wants to make their wrong right, please contact me.

Every month I end up having to call to make a correction on my account. I right two checks every month, one for my monthly mortgage, one to go towards my

principa. The money that was strictly for the principal ends up being treated like I'm making a double house payment. So instead of the full amount going on the principal it gets spread out between principal, interest and escrow. I even fill out the coupon to explain what I want done, and I right on the check itself in two different places what I want done, and they still get it wrong. Once is a mistake, four times is intentional. I'm starting to think they just don't want me to pay my mortgage off!

I have used Caliber 2 times. The first time I had no issues however this mortgage their ability to service the loan has been lackluster and frustrating.

I have had 3 incidences of incompetence handling what should be basic.

First: I filled out the paperwork and paid to have my PMI removed in January 2022. I paid them to have the home appraised, no action was ever taken. I recalled in February, March and April. Finally in April someone put in a note to have the issue escalated. I feel like everytime I call no employee takes ownership of solving the problem. This is the overall issue with this company and the employees are untrained about what other departments do.

Second issue: they were suppose to send payment from my escrow account to pay my home owners insurance, they supposedly did this in December 2021 and the check was never received by the insurance company, apparently this happened to multiple customers. I was left with no insurance and happened to have an open claim, therefore the insurance company refused to insure me because of Calibers mistake.

Lastly I called multiple times to find out about what to do moving forward if I have an open claim and no one able to insure me. Everytime I call I have been transferred to over 4 different departments, from home owners insurance department, to claims, back to payments and then to an underwriter. Uhhhhhh can I have a manager? No we don't have anyone available. Incompetence is all I can describe this company. I shouldn't be fearing my insurance or other bills not getting paid out of escrow because of their incompetence. I get its COVID times and people don't want to work but if you are servicing and charging interest and making money off me, you should be sure to be able to perform basic duties and tasks.

Overall their customer service is incompetent. Wish I could recommend this company but I can't. Avoid if possible.

Site has been down for nearly a week with no details on the home page as to when we can expect a fix so payments can be made online and access to loan info will be restored. Some actual customer service would be great by simply telling all concerned when issue will be fixed. Whether that info is on their website or in a mass email to customers... Not so far nothing and the hold time to call them is unacceptable unless you have nothing better to do than sit on the phone all day which those of us who actually work do not

Good Morning,
I have been working on this issue for over a month now and it is interfering with us refinancing our house.

We filed bankruptcy 8/2011 and the second on our house was discharged. However, you guys never discharged it.

I have tried several times to get this cleared up with no success. The last I heard was it was sent to another department 2 weeks ago and I have not heard anything more and have no way to contact them.

Loan # [protected]
Debbie Forkin SS#[protected]
Jeffrey Forkin SS#[protected]
751 Dietz Ave NE, Keizer, OR 97303

Thank you for any assistance you can provide us,
Debbie Forkin
[protected]@gmail.com

Michael Garmedian;

You handled my home loan refinance a few months ago loan # [protected]. Caliber changed both their app and their website recently and when I went to make my November payment I could log in but the app froze up not asking me log in again which happened over and over. I then went to the website on my laptop and logged in to my account. I found that my bank account, routing # was gone and observed the website looked different. The website wouldn't let me make a payment with my credit card or set up bank and routing # for automatic payment either. I called for help and the automated system said it couldn't match my phone # to a Liam in the system. I finally got through to a representative and he acknowledged Caliber had changed the website and app and other people were complaining about not being able to make a payment either.

I decided to write and mail a check to Caliber.
This was on 10/31/20. I mailed the check at the post office on Monday 11/2/20 and it has not hit my bank to date. It only takes 3 days mail service to go anywhere in the US so I'm getting worried that Caliber must have changed their mail intake procedure also.

This whole thing is ridiculous. I called customer service again yesterday and it didn't recognize my phone # same as last week. I finally got through to a representative and she verified my account info: loan #, address, phone #, etc. so it appears the phone interface / parking system is corrupt also.

When is this going to get fixed. I got a letter from UPC Insurance that they haven't received a payment so it appears that the escrow system is screwed up too. This is a mess. Will my homeowners insurance get cancelled, taxes are due too.

Please get back with me as soon as possible. This is the second message I've sent you concerning this problem and now I'm getting worried.

Regards,

Richard Santos

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