Consumer complaint received 2022-04-06
Company: Caliber Home Loans, Inc.
State: DC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My loan was on forbearance due to coronavirus related financial hardship, at the end of forbearance plan I called Caliber Home loans throughout the month of XXXX and XXXX and spoke to multiple representatives on the phone regarding my options to exit forbearance, I indicated to the representatives that I am ready to resume payment to try and stop the chance of my home being foreclosed, and I also indicated to them that my income has changed and gone down due to the financial hardship related to coronavirus that I suffered. I then asked for a loan modification to reduce my current mortgage payment to make it affordable for me to be able to resume making my mortgage payment and to bring my loan current so to avoid foreclosure and save my home. Because my mortgage payment has been over 90 days late, I am qualified for the streamline flex modification with no documentation, so I requested for the streamline flex modification with no BRP and they rejected it, after about two months of asking for the modification, I finally asked to speak to a supervisor. The first supervisor I spoke with was XXXX XXXX XXXX XXXX  on XX/XX/XXXX, I explained to her that I have been trying to get the representatives I have been talking to to submit my loan for streamline flex modification with no Borrower response Package ( BRP ) and that they have all rejected the request, XXXX then told me that she will put a request in for me to be reviewed for a streamline modification with no BRP, and she then asked me to call back in one week to get status on the request. I then called back after a week and spoke to a supervisor by the name XXXX XXXX XXXX XXXX, she told me that there has not been a decision made on the request and asked me to call back in about 3 days, I then called back on XX/XX/XXXX and spoke with supervisor XXXXXXXX XXXX XXXX XXXX and she indicated to me that the request was still under review. Then I continued to call weekly to get the status of the modification request and over the span of at least a month I spoke with the following supervisor 's ; XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  and finally my mortgage was modified and Caliber Home Loan emailed me the modification agreement, and after carefully reviewing the agreement I found out that there was a deferred principle of {$26000.00} as part of the modification and also the interest rate was 3.50 %. I called Caliber Home Loan on XX/XX/XXXX and spoke with supervisor XXXXXXXX XXXX XXXX XXXX and told her that I will not be accepting the modification Caliber Home Loan offered because I do not want a deferred principal as part of the modification, and asked if Caliber Home Loan will be willing to change the modification terms to remove the deferred principal and incorporate it into the actual principal amount so that there will be only one loan principal amount on the loan and also to lower the interest rate to make the mortgage payment more affordable. The supervisor XXXX rejected the request. I am requesting that Caliber Home Loan remove the current deferred principal from the terms of the modification and roll it into the loan and also to lower the current interest rate of 3.50 % so to make the mortgage payment more affordable.

Company response to consumer: Closed with explanation