Consumer complaint received 2018-10-31
Company: Caliber Home Loans, Inc.
State: IN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have a mortgage on my home with Caliber Home Loans, XXXX   XXXX, OK. I have been trying for several years to get a loan modification application approved to get my mortgage payments lowered and a better interest rate. The VA is also on the mortgage as my husband was a XXXX XXXX  veteran. Unfortunately, my husband passed away in XX/XX/XXXX and the mortgage is in his name ONLY. Caliber sent me a loan modification agreement with a letter dated XX/XX/XXXX. The agreement had signature lines for my husband 's name only. Caliber had already supposedly put the account in my name as " Successor of Interest '' for the mortgage. My husband passed away XXXX. I called Caliber to ask them about my husband 's name being on the signature line of the loan mod agreement. The representative I spoke to did NOT have a copy of the agreement on his computer, but told me to just cross out my husband 's name and sign my name on the agreement. I signed the agreement in front of a Notary Public and then mailed the agreement to Caliber in the overnight mail. I did not hear from Caliber and called them on XX/XX/XXXX. The Caliber representative informed me that the agreement was dated for XX/XX/XXXX and Caliber was NOT going to accept the agreement and they were proceeding with the Sheriff 's sale of my property. I spoke to a VA representative on XX/XX/XXXX in XXXX who is servicing this account. That rep informed me that she could see on her computer records that Caliber had APPROVED the loan modification application in XX/XX/XXXX and again in XX/XX/XXXX. I never received this approval from Caliber nor did I receive an agreement from Caliber. My husband was still living in XX/XX/XXXX so he would have been the one to sign the agreement, but we did NOT receive that agreement. This is a super mess and has been ever since we started doing business with Caliber Home Loans several years ago. I have submitted NUMEROUS loan mod applications over the years and Caliber holds onto the documents long enough for them to become outdated, and then they request new, updated documents so I have to start the loan mod application all over again. I have over twenty-five ( 25 ) years ' experience in the XXXX  field and am currently XXXX for XXXX XXXX. I keep very good records of everything which has taken place during this process. We had asked for a modification when my husband retired and I was not working. I have been XXXX for XXXX XXXX  for the last four ( 4 ) years and am able to make my mortgage payments on time each and every month. But Caliber has never been interested in that fact. They prefer to play games and keep me on a merry go round and in suspense as to whether or not I will be able to keep my home. I did a XXXX search on Caliber Home Loans and a large number of lawsuits and class action lawsuits popped up where customers have sued Caliber for many of the same issues I am having with them. The rep at the VA suggested I file a complaint with you so that maybe you can investigate this terrible mess and possibly help me to keep my home. Thank you for your assistance, have a great day and XXXX Bless You! XXXX XXXX XXXX, XXXX XXXX

Company response to consumer: Closed with explanation