Complaints
Customer Complaints Summary
- 542 total complaints in the last 3 years.
- 506 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/26/2024
Type:Service or Repair IssuesStatus: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 am trying to obtain a 1098 tax form for 2021 for **************************************. The tax line is always down due to "technical issues" and no one can help me at the other customer service numbers because I am not a current client. I need this document asap.Business Response
Date: 10/10/2024
Attached is the 2021 1098.Initial Complaint
Date:08/15/2024
Type:Customer Service IssuesStatus: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 need a 1098 from 2020 for this address: *************************************. There is no way to contact customer service for previous **********************, only current customers. The number they give for tax inquiries always has an answering service that says it is down to technical or weather issues.Business Response
Date: 08/20/2024
Caliber Home Loans (Caliber) was purchased by Newrez LLC (Newrez) in 2022. All Caliber assets have been transferred to Newrez or other servicers. Prior to that, Caliber serviced this loan through March 13, 2020, at which time the loan was paid in full. Due to the untimely nature of this request, the available information is limited. Therefore, we are providing the available document that was previously sent to the mailing address: ************************************Initial Complaint
Date:08/06/2024
Type:Customer Service IssuesStatus: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.
I need a 1098 from 2020. There is no way to contact customer service for previous **********************, only current customers.Business Response
Date: 08/14/2024
Caliber Home Loans was purchased by Newrez LLC in 2022 and no longer services loans. Attached is the only available documentation for a transaction of this age.Customer Answer
Date: 08/15/2024
I have reviewed the business response and accept this resolution.Initial Complaint
Date:07/26/2024
Type:Service or Repair IssuesStatus: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.
I reached out to this company regarding some funds I overpaid on a previous mortgage and was notified about. After confirming identity and provided all needed information I was given a thirty day window to receive the funds back. after over two months I was told I would not receive the funds but would have to reach out to the state to get them.Business Response
Date: 08/14/2024
This complaint has been received and is being handled through the ************** BBB for Newrez loans. There will not be a response through the Dallas BBB portal as all loan details and information resides with Newrez.
Thank you.
Business Response
Date: 08/19/2024
Please see the attached response regarding the homeowner's concernsCustomer Answer
Date: 08/19/2024
I have reviewed the business response and accept this resolution.Initial Complaint
Date:04/30/2024
Type:Service or Repair IssuesStatus: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 owned our home loan until they sold it in Sept. 2023. I have tried for weeks to get a 1098 sent to me, there seems to be no contact information online since Caliber seemingly sold it merged with another company. The website only has the 2022 1098. And Everytime I call the customer service number it takes me to a different office that can't pull up my account. I have been promised 4 different times that someone will figure it out and email me the tax form, but it never happens. So here I am again, spending more hours on the phone today trying to figure it out. I had to file an extension on my taxes as well. Yes, caliber may have mailed a copy in January, but between surgeries and having a baby if it came, it must have been misplaced and I've been unable to find it.Business Response
Date: 05/06/2024
Dear *************************:
Caliber Home Loans, Inc. (Caliber), provides this response to the inquiry we received from the Better Business Bureau (BBB) on May 1, 2024.Your complaint states that you did not receive the 2023 Form 1098 and have been unable to contact someone by phone to obtain a copy.
We appreciate the opportunity to address your concerns. Please be advised we have no record of an account in your name. If the account is under a different name, we would need to receive the request for the document directly from the named borrower.
Requests for copies of Caliber documents can be submitted by the borrower in writing to:
Newrez, LLC.
PO Box 2487
********************
Please be sure to include the Caliber loan number with the request.
Sincerely,
Customer Advocacy and Response TeamCustomer Answer
Date: 05/06/2024
My husband and I are both on the loan.
I am ************************* (6-22-93), my husband is *************************** (5-21-86).
I have been on the phone with NewRez and promised I would get the records sent to me within 24 hours, and 5 time I have received nothing. Every single time, it is 30 minutes of me giving them information, and them not being able to assist me because they cannot find my account, and then it is escalated, and I never hear from them again. Each week I try again. I have spent 20+ hours working on this, AND had to file an extension because I have gotten nowhere with this.
Customer Answer
Date: 05/06/2024
I have reviewed the business response and accept this resolution. I did have to call, someone finally directed me to setting up a newrez portal, and then I was able to get the correct 1098 I had been looking for,Initial Complaint
Date:04/12/2024
Type:Service or Repair IssuesStatus: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.
I am trying to get in touch with Caliber, who was the previous holder of my home loan. They sold the loan to a new company, that went into effect October 1, 2023. I have not received a 1098 tax form from Caliber, and the one I received from my new loan company only has the information for October-Dec 2023. I am not able to access anything about my prior loan on Caliber's website, and there is no way to get in touch with a customer service representative via their "Contact Us" options. Because I don't have a current loan with them, the system hangs up on me. I need to figure out how to get my 1098 information for taxes from them.I need a person to talk to or email I can get a response from.Business Response
Date: 04/17/2024
To Whom It May Concern:
Caliber Home Loans, Inc. (Caliber), provides this response to the inquiry received on April 15, 2024. In the correspondence, ******************* states that they have not been able to get in touch with Caliber and have not received the 1098 tax statement.
We appreciate the opportunity to address these concerns.Please see the attached 1098 statement which was mailed on January 12, 2024, to the above property address.
Please contact the new servicer below for further loan information effective October 1, 2023.
Valon Mortgage, ************************ Department
**************
*******************************************
*********, ****** 97008-7105
Sincerely,
Customer Advocacy and Response Team
Enclosure: 1098 Tax StatementCustomer Answer
Date: 04/17/2024
I have reviewed the business response and accept this resolution.
The business should still have some kind of option for previous loan holders to reach a person for issues such as these. Their current phone system hangs up on you if you don't have a current loan with them by phone number, social security number, or loan number. So it was near impossible for me to get a resolution to this through trying to contact them directly. I also saw no option for email communication on their website.
Initial Complaint
Date:04/10/2024
Type:Service or Repair IssuesStatus: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.
Cannot reach customer service via the phone number they listed online and on my escrow statements no matter what I do. I've looked up and tried multiple numbers and none work; will not let me out of automated system. My loan was transferred in Oct. 2023 and I need to speak to someone to get proof of what I paid to my homeowner's insurance via escrow, as they are saying I underpaid. This is unacceptable to treat past customers this way, with no way to speak to a human.Business Response
Date: 04/12/2024
To Whom It May Concern:
Caliber Home Loans, Inc. (Caliber), provides this response to the inquiry received on April 12, 2024. In the correspondence, the homeowner states they are trying to speak with Caliber because we under paid the homeowners insurance policy.
We appreciate the opportunity to address your concerns. Please see the enclosed transaction history which displays the homeowners insurance policy was disbursed on March 14, 2023, for the amount of $10,911.00 and on March 15, 2023, for an additional $642.00. A fax was received for the policy #KINHOFL291740102 effective March 26, 2023-March 26, 2024. The payments were disbursed to KIN Insurance with their phone number ************.On March 16, 2023, a cancellation notice was received as the policy was rewritten but no payment was disbursed. No other documents were received, nor were phone calls received to advise of additional funds needed. The loan was transferred to the servicer below effective October 1, 2023. Please contact the new servicer below for further information.
Valon Mortgage, ************************ Department
**************
*****************************,
*** 28754
*********, ****** 97008-7105
Sincerely,
Customer Advocacy and Response Team
Enclosures: Notice of Servicing Transfer Letter,Transaction HistoryInitial Complaint
Date:03/25/2024
Type:Service or Repair IssuesStatus: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 am a victim of identity theft. I've noticed unauthorized transactions and suspicious activities linked to my identity. I've filed a police report, but I need assistance in resolving this issue. I hope to recover my financial losses, clear my name, and request your help in removing this account from my credit report. Please help meinthismatter. --------- CALIBER Opened on 12/31/2019, Account Number *************---------Business Response
Date: 04/03/2024
To Whom It May Concern:
Caliber Home Loans, Inc. (Caliber), provides this response to the inquiry received on March 28, 2024. In the correspondence, you advised of identity theft committed,noticed unauthorized transactions and want this account removed from your credit report.
We appreciate the opportunity to address your concerns.
1. This loan was originated with Alpha Mortgage Corporation, a ************** Corporation and was originated on December 31,2019.
2. The amount of the original Principal obligation under the mortgage was: $148.117.00.
3. The Loan Type was: Conventional
4. The monthly payment amount is: $696.50.
5. Payments are due on the 1st of each month,beginning February 1, 2020, through the maturity
date of January 1, 2050.
6. The date of last full payment was October 27,2022
7. The loan was Serviced Transferred on effective November 2, 2022.
Enclosed is a copy of the loan documents signed at closing, and the payment history. If, after review of the information and documentation herein, you believe there are errors in the
Information, please contact the current servicer below:
Shellpoint Mortgage ***************************** Department
**************
P.O. Box 10826
**********, ** 29603-0826
Sincerely,
Customer Advocacy and Response Team
Enclosures: Deed of Trust, Note, Statements,Settlement Agreement, 1098 StatementsInitial Complaint
Date:03/22/2024
Type:Billing IssuesStatus: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 had a mortgage that was originated and serviced by Caliber home loans. In March of 2023 the autopay did not go through due to a technical error. This was my only 30 day late payment with caliber home loans which now closed my account and transfered to NewRez.My Loan # is ********** I am asking for this 30 day late payment to be removedBusiness Response
Date: 03/26/2024
To Whom It May Concern:
Caliber Home Loans, Inc. (Caliber), provides this response to the inquiry received on March 25, 2024. In the correspondence, you had a mortgage with Caliber and was reported delinquent in March 2023 due to a technical error. The loan has since transferred to another servicer and request the late reporting is removed.
We appreciate the opportunity to address your concerns.Please know that the information submitted to the Consumer Reporting Agencies,(CRAs) was sent in compliance with the Fair Credit Reporting Act. While the loan was past due, Caliber submitted information to the CRAs reporting it as such. Caliber is obligated to furnish the CRAs with accurate information and will not remove the reported delinquencies.Please see the enclosed transaction history.
Sincerely,
Customer Advocacy and Response Team
Enclosure: Transaction HistoryCustomer Answer
Date: 03/26/2024
I am rejecting this response because:
Caliber Home Loans what appears to be a print out of their own internal records. However, as i originally stated there was an error with the autodraft for that Month that was correct when i called support. Caliber Home Loans does have a duty to report accurate information to the credit bureaus and that is why i am requesting them to remove the late payment.
Business Response
Date: 04/05/2024
Please provide an extension to respond.Business Response
Date: 04/08/2024
To Whom It May Concern:
Caliber Home Loans, Inc. (Caliber), provides this response to the inquiry received on March 25, 2024. In the correspondence, you reject the prior response and state this was our error.
We appreciate the opportunity to address your concerns.On January 28, 2023, you set up a recurring Automatic Clearing House payment,however starting on February 1, 2023, would have been too soon and the options provided would have been for March, April or May. If March was selected, the loan was already delinquent, so the recurring *** would have cancelled and never taken effect for the March 1, 2023, draft. The loan must be current for the recurring *** to start. The February 1, 2023, payment was not received until March 8, 2023. Please review your set up email sent to you in January 2023. Please know that the information submitted to the ***************************,(CRAs) was sent in compliance with the Fair Credit Reporting Act. While the loan was past due, Caliber submitted information to the CRAs reporting it as such. Caliber is obligated to furnish the CRAs with accurate information.
As we are unable to access the *** Confirmation email sent to you, therefore we submitted an ************************ (AUD) form to the *************************** (CRAs) to report March 2023 as ******** No Data is not a negative nor positive credit reporting; however, it will suppress the negative credit reporting. Please allow three to five business days for the CRAs to update their records.
Sincerely,
Customer Advocacy and Response TeamCustomer Answer
Date: 04/22/2024
I have reviewed the business response and accept this resolution.Customer Answer
Date: 06/16/2024
Hello Caliber and BBB,
i have wait a couple months and it appears that Caliber Home loans is still reporting the 30 day late. According to the response it was supposed to be reported as no data yet all three CRAS are still showing that caliber is reporting a 30 day late. Please advise.
Thank you,
******
Customer Answer
Date: 06/16/2024
Please see the attached photo showing the 30 day still being reportedBusiness Response
Date: 06/21/2024
This loan is currently serviced by Newrez LLC / Shellpoint Mortgage Servicing and should be forwarded to the ************** BBB portal for handling. Thank you.Customer Answer
Date: 07/31/2024
No they have not entered no data as they agreed.Business Response
Date: 08/02/2024
attached is our response to the homeowner's concerns.Business Response
Date: 08/02/2024
Please submit this complaint to the South *************** for Newrez. Due to the acquisition of Caliber by Newrez, and the subsequent transfer of servicing of *********************************** loan to Newrez, they are best able to research and respond to any complaint regarding the servicing of this loan. Thank you.Initial Complaint
Date:02/06/2024
Type:Order IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
NewRez chose to purchase an insurance policy for my property. Since July of 2023 I myself, my own insurance agent with progressive and the management company for my hoa (Vertex) have submitted the insurance coverage information via the website expressinsuranceinfo.com as NewRez instructed multiple times. I also called them and gave them the information for the hoa insurance and my personal insurance over the phone multiple times. I myself and the management company for my hoa have faxed my policy and the hoa policy it to: ************ multiple times. Even a paper copy of my policy and the hoa policy was mailed to PO Box 7050 ****, ** 48007-7050 from myself. For months they have been charging without my authorization or approval amounts up to almost $130 monthly for an insurance policy they purchased on their own. I expect swift and full refund for every lender placed hazard insurance payment they have stolen from me. This is literal theft. They have been provided this information multiple ways from multiple individuals multiple times.Customer Answer
Date: 02/09/2024
I just received a letter today that they are increasing the amount they are charging me for the hazard policy that they took out themselves. I dont know if they get some sort of financial compensation for purchasing these policies but it is ridiculous. I sent new rez messages online from my account and they refuse to acknowledge or respond to my inquiries. Is there any updates?Customer Answer
Date: 02/09/2024
This is the only confirmation I get when I submit the documents online.Customer Answer
Date: 02/13/2024
I filed a discrimination complaint today against New Rez via their own website for not replying to any of my messages trying to resolve this.Customer Answer
Date: 02/14/2024
Hi, I need an update on my complaint. I have continued to reach out to new rez to resolve this issue. I have sent 4 messages via their website since 2/5 and they will not respond to me and they are now increasing my house payment according to my next statement due to this issue and I cannot afford this. I really need some sort of resolve.
Thank you,
**********************;Customer Answer
Date: 02/21/2024
I sent another message today to newrez via their website due to not getting a response back. By mid-day I still had not received a response, so I was able to initiate a chat during their business hours and they were of absolutely no help. They said there was nothing they could do they only can give general information. They refused to let me speak to a manager. They refused to have a manager reach out to me. I asked if a transcription of our conversation could be emailed to me that I wanted to add it to my complaint with the bbb and they refused and ended the chat so I was unable to even take pictures of the full conversation.Customer Answer
Date: 02/27/2024
I reached out to new rez again via their message option on their website. I still have not received a response from them.Business Response
Date: 03/06/2024
Please be advised that the loan associated with this complaint transferred to Newrez LLC as of November 2022. We would prefer that this be reassigned to BBB Upstate for easier processing. Prior complaints for this loan have been responded to, by Newrez, according to the required timelines.Business Response
Date: 03/08/2024
Please be advised that the loan associated with this complaint transferred to Newrez LLC as of November 2022. We would prefer that this be reassigned to BBB Upstate for easier processing. Prior complaints for this loan have been responded to, by Newrez, according to the required timelines.Business Response
Date: 03/08/2024
Please see the attached response regarding the homeowner's concernsCustomer Answer
Date: 03/10/2024
New Rez still claiming that they were correct. I was refunded every ***** from them. If they were correct why would they give it all back to me? They wouldn't. They are stealing from people with the insurance scam. There are TONS of complaints about the same thing on the BBB and the consumer financial protection website.Customer Answer
Date: 03/11/2024
I have reviewed the business response and accept this resolution. New Rez still claiming that they were correct. I was refunded every ***** from them. If they were correct why would they give it all back to me? They wouldn't. They are stealing from people with the insurance scam. There are TONS of complaints about the same thing on the BBB and the consumer financial protection website.
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