Consumer complaint received 2022-10-20
Company: Caliber Home Loans, Inc.
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This complaint is a follow up on previously filed complaint with CFPB # XXXX that I understood was resolved on XX/XX/XXXX, per communication from Caliber loan agent XXXX/operator XXXX XXXX, and her informing me that the payment agreement that I had signed/returned to Caliber for a XX/XX/XXXX mortgage restart after COVID forbearance was in place. Since then, I understood, per Loss Mitigation Specialist, XXXXXXXX, that underwriters were working to bring my account active per the agreement on file now. And since I filed that complaint with CFPB and understood all was in place, I also made my first mortgage payment on XX/XX/XXXX. But since XX/XX/XXXX, I have received notices from Caliber that state I am in default, that I have 30 days before a foreclosure process will be started, that I should get an attorney and also pay the deferred amount ( $ XXXX by XX/XX/XXXX, and that I am 411 days delinquent. ) and that my loan terms are being modified. This is VERY concerning. When I review my account on the Caliber mortgage site on a daily basis, it has yet to show that my account reflects the payment agreement, with the XX/XX/XXXX restart date. It continues to show that I am 411 days past due. I have called Caliber serval times about this one explained all this should be/has been resolved based on the XX/XX/XXXX resolution with XXXX/underwriters, but no one seems to be able to actually confirm that. I called this week, XXXX XXXX and waited over an hour on the phone to spoke with a Manager, XXXX, who informed me that he could see the notes/actions as requested by XXXX and that underwriters and Caliber had agreed to abide by the signed agreement in file now and defer the $ XXXX and abide by the initial interest rate/terms of my 30-year fixed mortgage. But XXXX  said they have not updated my account. He was not sure why and he said he would contact the dept. that was processing/completing the underwriting to learn when they would be finished with my account because he now knows it's been 36 days since the agreement should have activated and he said it should have been done in 3 weeks. He also said he would ask that what he said were 'system generated ' /automatic foreclosure notices, that 'were not activated ' -- be stopped. I asked for written notice of all the information he shared w/me and esp. w/re to the approval to hold to my initial mortgage terms and the deferral of $ XXXX and he said only the COMPLIANCE dept. could provide that and he could not provide anything in writing confirming this, even just s simple email to me he was not able to provide to reassure me that the payment plan was in place because I had not received any written communication or notice on the website tot hat effect. I said that I continue to get notices and conflicitng information every time I call Caliber and it is incredibly alarming to receive these foreclosure notices because my payment agreement should be in place and these notices fly in the face of that. I explained to XXXX  that at this point, with so many people that I speak with at Caliber not knowing what is going on my with account and getting differing information, that a verbal/our phone call was not good enough -- and I requested at least a printout of what he is actually seeing as noted in my account. He said he could not provide that. I am VERY CONCERNED that what I thought had been resolved with the complaint I filed on XX/XX/XXXX is a rouse and that Caliber is going back on what they said they would do. 9I understand now from XXXX  that XXXXXXXX is no longer with Caliber either so only her notes exist and that is another concern. ). I am extremely concerned that I have not received written notice or a confirmation that my agreement has been received and is in place and being worked on by underwriters ( even thought that is what I am told by Caliber operators ) -- and that Caliber is going to continue to tell me all kinds of reassuring things as these 'fake or inaccurate or inactive ' foreclosure notices continue to be sent and that that nothing is actually in place and that my house gets foreclosed. It's a simple thing to provide a statement of actions on my account and esp. the status of the payment plan with underwriters so that I have reassurance IN WRITING that my payment plan is in place and that at issue is only the electronic systems at Caliber which are lagging behind underwriters work on my loan ( which is what they say they are doing to deal with the deferral, which makes NO sense to me because the terms stay the same, the interest rate and payments stay the same ) so why underwriters are even involved is not clearly understood to me. )

Company response to consumer: Closed with explanation