Consumer complaint received 2022-02-16
Company: Caliber Home Loans, Inc.
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I was in an APPROVED Forbearance plan with Caliber Home loans on XXXX Was told no forbearance non payments would be reported to the Credit Reporting bureaus during the time of forbearance. 
I was current on my mortgage payments before the forbearance began during the pandemic. 
When the forbearance ended on XXXX I was informed via mail that I was approved to have the forbearance amount go to the back of the mortgage loan. 
I was told via letter by Caliber that to bring my mortgage current, I must begin resuming normal payments on XXXX in order for the forbearance amount to be put at the back of the loan. 
I agreed. 
There was an increase in the monthly amount beginning XXXX. 
On XXXX my spouse called in to make the FULL Increased amount WITH PAYMENT VERIFICATION to bring the mortgage current and have the forbearance amount put at the back of the loan as Caliber advised me. 
Caliber then proceeded with out my knowledge to put the full payment made on XXXX to the XXXX. XXXX forbearance amount and then reported me to the 3 credit reporting as NOT paying my mortgage during the forbearance period and did NOT pay my regular payment for XX/XX/2022. 
What followed immediately was a total nightmare for my family.! 
My credit/fico score cratered from an XXXX to a XXXX within 24 hours.! 
XXXX XXXX XXXX XXXX XXXX was immediately closed down by the issuer advising me because of serious delinquency and derogatory public records they could not continue to do business with me.!! 
I am now being mailed statements requiring me to pay back the FULL forbearance amount and threatened with foreclosure of my residence.!! 
At this point I am beyond shocked and overwhelmed! 
Caliber ruined my credit, accepted my payment, and did not put it towards my current mortgage payment as they advised they would to bring the mortgage up to date.! 
They now demand that I pay back the forbearance amount and notified me of foreclosure on my home. 
I was locked out of my account even though I was told access would be restored when I made the first monthly payment. 
To date I am barred from accessing my mortgage account. 
My account has been turned over to Caliber 's loss mitigation. 
My spouse has called several times to date, each time waiting on the phone for over an hour. 
Each time its the same cold rhetoric, their systems have to be updated, and will not take responsibility for what they did.!! 
If their systems had to be " updated, '' according to XXXX in loss mitigation XXXX, on XXXX, why did Caliber report me before that update was made?? 
Why would they take the mortgage payment and put it as part of the forbearance repayment, and not advise me at the time of payment?? 
Not a thought for how they ruined me financially! 
In the mean time as Caliber systems are waiting to be " updated '', they reported me to the 3 credit bureaus and decimated my credit.!!

My XXXX XXXX XXXX credit card has been shut down and others will follow! 
I now face foreclosure on my home for doing exactly what was asked of me.!

Company response to consumer: Closed with explanation