Is Caliber Home Loans scamming me?

[Giovanna Miller]

Hi, I hope all is well. 

Long post ahead. 

We have worked with Caliber a few times before and never had major issues (except once when processor was really bad at reading e-mails and would reply asking for documents that were attached to the e-mail she was responding to).

Anyway, we started a cash-out refi which was supposed to take only 45 days to close (a bit longer due to the amount of people applying at the time). They neglected our loan when after reaching out to ask for the status, we found out that our loan was closed since they didn't move forward with it. They had to re-open the loan and make adjustments, which delayed the process. Then we were promised a $1600 credit to make up for their mistake and expenses it has caused us. 

Processors then who were supposed to give the first approval after the appraisal, also neglected the process for days and only really pre-approved after we reached out and complained about the delay. 

We exchanged several e-mails and phone calls after that with the processor, the loan consultant and their managers. We were told several times by them "everything looks good, we just need this one document and we can approve/schedule closing", to then hear from them the next day that they needed just one more document. It went on and on. I even asked that if they were not going to move forward, to let me know so I could work with another lender, only to hear "it is being approved right now". Well, this was 11/07. This nightmare kept going. We gave up going to a different lender because it just seemed like dealing with this would be faster. Anyway, we were then promised additional credit for all their mistakes, totaling $2500.

Here is where I feel like they are playing us. We first signed with them at a 2.5% points, so the credits should have been discounted from that amount. A couple days ago they changed the points to 2.875% and today (we were supposed to close) they sent the disclosure in the morning with the discount "sort of" applied from the 2.875%, not the 2.5% that we had agreed on in the beginning of this process.

We had asked them to fix the 2.85% before when we noticed the change, to which they replied they were going to fix it before closing. The way they are applying the credit is giving us only $284 credit, really. I showed it to the loan processor who says she sees the mistake, but that "they are giving us the most credit they can", only problem is that the credit isn't there. We will have to wait until Monday so she tries to resolve it, but she is not sounding very confident. 

What are your thoughts? Am I missing something? I have never gone through such situation with a lender before.