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Update on Your CHL Home Loan Experience

Starting in November, you’ll see changes to how you view your loan details and make payments in MyAccount. There will be a timeframe from 12:00 noon CST on Friday, October 29 through 10:00 a.m. CST on Monday, November 1 when you won’t be able to view your loan information or make payments online.

Sign Up for Auto Pay
and never have a late payment

Sign Up for eAlerts
and get updates sooner

Frequently Asked Questions
about this change

 

Information About Caliber’s Upcoming Technology Upgrade

Through our commitment to providing exceptional service, Caliber is investing in gold-standard mortgage servicing technology. This upcoming system change will require a temporary downtime in frequently used services. We understand unexpected changes to your financial routine can have a big impact. We will be providing communication through various channels before, during and after the conversion to include FAQs found on this page.

Frequently Used Caliber Services NOT Available From 12 Noon CST October 29 to 10 a.m. CST November 1

  • Log on to MyAccount 
  • View your loan activity online
  • Make a loan payment online or over the phone
  • Request a payoff quote

Plan Ahead With These Convenient Caliber Services

No changes or updates are required if you are set up for ACH or pay from your financial institution. However, you will need to make changes if you call in to make your payment or pay online. Here are a few things you can do to plan ahead. Before 12 noon CST October 29, here’s what we recommend:

  • Sign up for Auto Pay and schedule your payment before the 15th of the month.
  • Sign up for eAlerts – choose email, text or both, and never miss an important message from Caliber (SMS message rates may apply).
  • Don’t have a MyAccount? Create one.
 

Frequently Asked Questions

New Features

Yes, we are excited to announce new features to enhance your online experience and help you make more informed financial decisions. A new tool in MyAccount enables you to create payment scenarios to visualize the impact of reducing the principal in a lump sum payment or by adding additional monthly principal to your monthly payment.

Payments

No changes or updates are required if you are set up for ACH or pay from your financial institution.

Caliber Home Loans is implementing a system enhancement starting 12 noon CST October 29 through 10 a.m. CST November 1. During this timeframe, online services will not be available to process one-time or recurring ACH drafts, view online transactions or view loan payment history. Our online services will again be available at 10 a.m. CST November 1, and mortgage loan payment history will be available through Caliber's Customer Service and MyAccount on November 3 and will reflect all payments received for posting after 12 noon CST October 29 through November 1.

Please note that ACH drafts scheduled to be processed on October 29-31, will be delayed until the night of November 2. You will not see your ACH draft debit in your bank account until November 4 or 5 depending upon your banking institution. Future ACH drafts will not be affected.

Due to the system enhancement, posting of loan balances and payment history may be temporarily delayed. No late charges will be assessed on payment postings that are delayed by the enhancement.

You may only need to make changes if you make your payment between October 30 and November 1.

To prepare for the unavailability of Caliber online services, we recommend some steps you can take before 12 noon CST on October 29:

  1. Create a MyAccount profile. This will provide you with online account management access to make a payment and view your loan details before October 30 and after October 31. Don’t have a MyAccount? Create one.
  2. Sign up for eAlerts. Opt in for email, text or both and never miss an important message from Caliber. This can help you stay up to date about the status of this system enhancement. (SMS message rates may apply.)
  3. Sign up for Auto Pay. Schedule your recurring payments before the 15th of the month. Sign up.

Caliber Home Loans is implementing a system enhancement starting 12 noon CST October 29 through 10 a.m. CST November 1. During this timeframe, online services will not be available to process one-time or recurring ACH drafts, view online transactions or view loan payment history. Our online services will again be available at 10 a.m. CST November 1, and mortgage loan payment history will be available through Caliber's Customer Service and MyAccount on November 3 and will reflect all payments received for posting after 12 noon CST October 29 through November 1.

Please note that ACH drafts scheduled to be processed on October 29-31, will be delayed until the night of November 2. You will not see your ACH draft debit in your bank account until November 4 or 5 depending upon your banking institution. Future ACH drafts will not be affected.

There will not be any late charges assessed to your loan account for the delay in our processing your draft and there will not be any negative credit reporting for payments that were scheduled for processing during the system enhancement timeframe.

Due to the system enhancement, posting of loan balances and payment history may be temporarily delayed. No late charges will be assessed on payment postings that are delayed by the enhancement.

Phone payments will be accepted until 12 noon CST October 29 and will resume at 10 a.m. CST November 1.

From 12 noon CST October 30 to 10 a.m. CST November 1, a system enhancement is scheduled. During this time, you will not be able to schedule or post loan payments.

Mortgage payment history will be available after 10 a.m. CST November 1 through Calibers Customer Service and MyAccount. All payments received for posting after 12 noon CST October 29 through November 1 will be reflected in the mortgage payment history November 3

Due to the system enhancement, posting of loan balances and payment history may be temporarily delayed. No late charges will be assessed on payment postings that are delayed by the enhancement

Yes, you can continue to send your loan payments by mail.

Payments received by mail during this scheduled system enhancement will be posted overnight November 2 and mortgage loan payment history will be available through Caliber's Customer Service and MyAccount November 3 and will reflect all payments received for posting after 12 noon CST October 29 through November 1.

There will not be any late charges assessed to your loan account for the delay in our processing your draft and there will not be any negative credit reporting for payments that were scheduled for processing during the system enhancement timeframe.

Due to the system enhancement, posting of loan balances and payment history may be temporarily delayed. No late charges will be assessed on payment postings that are delayed by the enhancement.

Loan payments received through Bill Pay will not be processed between October 30 and November 1 due to a scheduled system enhancement. Payments received by online bill pay during this scheduled system enhancement will be posted overnight November 2 and mortgage loan payment history will be available through Caliber’s Customer Service and MyAccount November 3 and will reflect all payments received for posting after 12 noon CST October 29 through November 1.

There will not be any late charges assessed to your loan account for the delay in our processing your draft and there will not be any negative credit reporting for payments that were scheduled for processing during the system enhancement timeframe.

Due to the system enhancement, posting of loan balances and payment history may be temporarily delayed. No late charges will be assessed on payment postings that are delayed by the enhancement.

Yes, you may continue to use your Caliber loan payment coupons.

Yes. Previously scheduled Online Bill Pay transactions will convert to the new system.

Loan payments received through Bill Pay will not be processed between October 30 and November 1 due to a scheduled system enhancement. Payments received by online bill pay during this scheduled system enhancement will be posted overnight November 2 and mortgage loan payment history will be available through Caliber's Customer Service and MyAccount November 3 and will reflect all payments received for posting after 12 noon CST October 29 through November 1.

There will not be any late charges assessed to your loan account for the delay in our processing your draft and there will not be any negative credit reporting for payments that were scheduled for processing during the system enhancement timeframe.

Due to the system enhancement, posting of loan balances and payment history may be temporarily delayed. No late charges will be assessed on payment postings that are delayed by the enhancement.

Caliber will not report negative credit information for payments scheduled for processing during the system enhancement timeframe.

You will be able to make your payment on the web or over the phone after 10 a.m. on Monday, November 1.

Although Caliber representatives will be available to help you over the phone November 1, we anticipate extremely high call volumes and extended wait times. Understanding the value of your time, we encourage waiting until later in the week for non-urgent inquires. Our online services are scheduled to be available at 10 a.m. CST Monday, November 1 and loan payment history is scheduled to be available Wednesday, November 3.

Due to the system enhancement, posting of loan balances and payment history may be temporarily delayed. No late charges will be assessed on payment postings that are delayed by the enhancement.

Additional principal and escrow loan payments can be made through MyAccount if your loan is paid current. After November 1, additional escrow cannot be accepted through recurring ACH.

We’re excited to announce that we are adding PayPal to your loan payment options when you make your payment on myaccount.caliberhomeloans.com

You will be able to view your loan payment history through your My Account’s Payment History tile on or after November 3.

MyAccount

There will be a timeframe from 12 noon CST October 29 until 10 a.m. CST November 1 when you will not be able to view your loan information or make payments.

Caliber's customer service will be closed Saturday, October 30, and will resume normal business hours 10 a.m. CST November 1.

Payments received during this scheduled system enhancement will be posted overnight November 2 and reflected in your mortgage loan payment history November 3. At this time, you will be able to see your loan payment information online again, including any recently posted payments.

Although Caliber representatives will be available to help you over the phone November 1, we anticipate extremely high call volumes and extended wait times. Understanding the value of your time, we encourage waiting to place your call until later in the week for non-urgent inquires.

Due to the system enhancement, posting of loan balances and payment history may be temporarily delayed. No late charges will be assessed on payment postings that are delayed by the enhancement.

Yes. Your username and password will stay the same.

No. Account alerts will be suspended between 12 noon CST October 29 and 10 a.m. CST November 1.

Although Caliber representatives will be available to help you over the phone November 1, we anticipate extremely high call volumes and extended wait times. Understanding the value of your time, we encourage waiting to place your call until later in the week for non-urgent inquires.

Between 12 noon CST October 29 and 10 a.m. CST November 1, you will not have online access to view your loan information or make loan payments.

Caliber loan offices will be closed Saturday, October 30.

Mortgage loan payment history will be available after 10 a.m. CST November 3 through Calibers Customer Service and MyAccount. All payments received for posting after 12 noon CST October 29 through November 1 will be reflected in the mortgage loan payment history November 3.

Due to the system enhancement, posting of loan balances and payment history may be temporarily delayed. No late charges will be assessed on payment postings that are delayed by the enhancement.

You will be able to make payments and perform other transactions online after 10 a.m. CST on November 1.

Mortgage loan payment history will be available November 3 through Caliber's Customer Service and MyAccount. All payments received for posting after 12 noon CST October 29 through November 1 will be reflected in the mortgage loan payment history November 3.

Due to the system enhancement, posting of loan balances and payment history may be temporarily delayed. No late charges will be assessed on payment postings that are delayed by the enhancement.

MyAccount Mobile App

We want to continue to offer technologically sophisticated products and services to you and maximize operational efficiencies. The system upgrade is a significant step in accomplishing both goals.

Customer Service

The following services will not be available:

  1. Log on to MyAccount
  2. View your loan information and activity online
  3. Make a loan payment online or by phone
  4. Request a payoff quote
  5. Submit a message online
  6. Access statements or documents online

Mortgage loan payment history will be available after 12 noon CST November 3 through Caliber's Customer Service and MyAccount. All payments received for posting after 10 p.m. CST October 29 through November 1 will be reflected in the mortgage payment loan history November 3.

Due to the system enhancement, posting of loan balances and payment history may be temporarily delayed. No late charges will be assessed on payment postings that are delayed by the enhancement.

Caliber loan offices and customer service will be closed Saturday, October 30, and will resume normal business hours at 10 a.m. CST November 1.

Caliber’s hours of operation will not change after the system enhancement is completed November 1.

Caliber strives to integrate the best available technology into our service offerings. This upgrade provides valuable business insights that help our employees serve you in the most efficient way possible while enabling us to continue maximizing our operational efficiency.
Customer Service Account Maintenance

Due to a scheduled system enhancement, you will not have access to the following online services between 12 noon CST October 29 to 10 a.m. CST November 1:

  1. Update mail, phone or email information
  2. Sign up for e-statement preferences
  3. Access statements, correspondence and agreements
  4. View data and status of loan, submit a message or review a response. You also will not be able to upload documents or submit Make a Request for multiple activities.

Caliber’s customer service will be closed Saturday, October 30, and will resume normal business hours at 10 a.m. CST November 1.

Yes. You will have the same account number(s) you currently use for your loan account(s).

Security

Yes, keeping your information secure and private is a top priority for us. The system upgrade process will not compromise the safety of your information.

Billing Statement

Although there may be a slight delay during the first cycle, monthly paper statements will still be provided for those who opt to receive them.

You will see a difference in the look of the statement; otherwise, the information in your statement will remain the same.

E-Statement

Your e-statements will not be affected by the system upgrade.

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