Consumer complaint received 2019-08-09
Company: Caliber Home Loans, Inc.
State: NC
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
On XXXX/2019 I initiated a new home loan through Caliber home loans. XXXX XXXX was assigned to me as our loan consultant. I was unable to find a property in North Carolina that suited my needs and progressed to looking for a property in New Jersey. I am a XXXX Vet with 34 yrs XXXX  XXXX. I wrote XXXX XXXX with Caliber home loans and told her VIA email I am going to broaden my home search to New Jersey and was making sure my loan would still apply in New Jersey. On XXXX XXXX, 2019 she said that would not be a problem. Me, and my son drove to New Jersey On the evening of XX/XX/XXXX to look at a few properties. Ultimately we found what we where looking for in New Jersey. On XX/XX/, 2019 I wrote XXXX XXXX for Caliber homes VIA email letting her know that we found a property we would like to make a offer on and we needed a Pre approval. Doing so I also attached our realtor in NJ XXXX introducing the two to making sure that she received the preapproval on the loan. I was then requested by XXXX   XXXX from Caliber homes to give the physical address of the property we wanted to buy which is XXXX XXXX XXXX. XXXX XXXX NJ XXXX XXXX XXXX,2019. We put {$1000.00} dollars earnest money and had to hire a attorney here in New Jersey to put the contract in review. During this process XXXX XXXX updated our profile on Caliber homes site with the New Jersey address. On roughly XX/XX/XXXX or XX/XX/XXXX XXXX XXXX updated our file. XXXX XXXX is the one putting all of our information in the system for us on Calibers end. Me, and my son commute back to North Carolina waiting on my property to close officially there. During this process I repeatedly wrote Ms. XXXX VIA email and calling her direct number which goes directly to voicemail major lack of communication through this entire process. We come to an agreement on price of the home at {$310000.00} ordered the inspection of the property costing us {$570.00}. We wrote XXXX XXXX telling her that we have come to agreement on the price. She requested a hard copy of the contract from our attorney in New Jersey. So I did not hear anything from XXXX XXXX for a good while. On XXXX XXXX, 2019 I received a email from XXXX XXXX requesting Financial paperwork for my SS income, XXXX, and XXXX pension. I took photos of everything requested and sent them into her. She called me on the phone making a couple days after validating a few things mention she would call me back in 30 minutes if she needed me. I asked are we good to go for a closing on XXXX XXXX,2019 she stated yes give or take a few days do to VA loan processing time. I told her ok I am making arrangements for housing in New Jersey from XXXX XXXX,2019 to XX/XX/XXXX are closing date. At this point are inspection is scheduled in New Jersey ( {$570.00} ) and our closing is about to take place in NC on my old property. We leave North Carolina on XXXX XXXX, 2019. We have ( {$1700.00} ) dollars in moving trucks, and car haulers and are transitioning North. We get to New Jersey on XXXX XXXX,2019 are property in North Carolina is officially closed. My realtor XXXX XXXX, and our attorney Mr. XXXX with XXXX, XXXX XXXX XXXX XXXX are requesting a commitment letter from XXXX XXXX. They had emailed XXXX XXXX as well as myself with no response on XXXX, 2019 14 days before we are supposed to close on the property. I tried to call and once again straight to voicemail with no return call. At this point I had to invest {$2400.00} in a hotel room from XX/XX/XXXX to XXXX XXXX 2019 waiting on closing. My realtor XXXX XXXX once again tried to reach out VIA email to XXXX XXXX for the commitment letter no response once again. So finally on the XXXX XXXX,2019 I called Caliber home loans corporate office XXXX, tx XXXX ( XXXX ) XXXX and finally got a voice I talked to the guy and stated I have been trying to contact XXXX XXXX for our commitment letter. He miraculously transferred me right to her. She stated to me there's no way she could close by the XXXX of XXXX and her Pipeline with the loan process I am ( assuming ) does not go that far. At this point she stated she was transferring my loan to a loan officer in New Jersey for Caliber homes names XXXX XXXX XXXX XXXX ( XXXX ) XXXX. Mind you we are 9 days before closing on this property XXXX XXXX has been working on for 7 weeks at this point. Within a hour of me finally speaking with XXXX XXXX on XXXX XXXX, 2019 XXXX XXXX writes my realtor back stating ( unfortunately the application ( I ) had in place for Mr. XXXX was not for NJ it was for NC And NJ has different tax mileage I can have someone in retail branch get the file closed out for you but would only be able to get you a conditional approval complete by XX/XX/XXXX and then could have the property closed on the week later. ) Never said a word to me about her error of not putting in the address of New Jersey opposed to North Carolina. XXXX XXXX gave me the go ahead before we even made a offer on the XXXX XXXX NJ address putting it in the loan processing on the caliber home page. I contact XXXX XXXX on XXXX XXXX,2019 to see what in the world is going on. I was at our closing attorneys office at this point when I called him and got a text back asking to call me back later I wrote back please this is urgent needing a commitment letter VIA text. XXXX XXXX finally calls me midday on XXXX XXXX,2019 requesting my financials again stating he just got my loan transferred to him and there was no way he could close on this loan by the XXXX of XXXX. XXXX stated he would have to start a entirely new application on me and he would have to call me back. I get a call back from XXXX XXXX later in the afternoon with him stating ( I don't know how she prequalified you for this loan! There's no way you qualify with the higher tax 's in New Jersey ) I stated back to XXXX you are kidding me right. He said no my underwritter 's would want to see assets or 5 % to 10 % down. At this point I stated that would be impossible we are 9 days from closing XX/XX/XXXX. With first months mortgage, rest of closing costs, and deposits on utilities. I could not make that happen. XXXX stated to me that's the only way he could move forward with the loan Caliber has had for almost 8 weeks at this point. Now I am stuck in a hotel in New Jersey without a home. I will be invested {$7500.00} to {$8000.00} dollars by the time I can get back to North Carolina. I am now homeless, and can not get a XXXX with a car hauler until XX/XX/XXXX due to low inventory with XXXX in New Jersey. I will be obligated to losing the earnest monies and attorney fees. I need help from your firm please. As stated before I am a XXXX Veteran. I have to hire people to help me load the uhaul 's. Ive done everything I was requested to and I have Email documents to validate XXXX XXXX knew not only we where going to New Jersey she plugged the information in on Caliber site. But also verifying she could have us closed on within 7 days after before transferring my loan to XXXX XXXX. I have had to rent a storage facility here in New Jersey to store my possessions waiting on the closing. Now as I mentioned I am homeless and my credit has had soft pulls on it through caliber lowering my scores. And not having much money left to my name due to the negligence. Please can you intervene in this situation. Thank you, XXXX XXXX ( XXXX ) XXXX All the dates I have provided are as accurate as possible. The Emails validate the dates and knowledge of the New Jersey address.

Company response to consumer: Closed with explanation