Consumer complaint received 2020-03-10
Company: Caliber Home Loans, Inc.
State: OR
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XXXX of XXXX my fiance had XXXX  XXXX and XXXX XXXX. This set us behind. I am XXXX. My XXXX son is XXXX. 
I immediately contacted our mortgage company to apply for help. They said the best bet was to apply for a modification. So I went through the steps to do this. They continued to send me updates that they needed additional and then additional information so months passed. 

I emailed it to them and continued to receive emails that they didn't have it. I have the the emails. 

I then was able to upload some of the last documents on the due date. We had to wait because I was trying to get letters from my fiances employers to validate his income since returning to work. Which is why I had waited. 

I called and was told that that they closed my application several days before my due date. Even though I had it in writing when the due date was, they refused to honor it. 

I was then told my house was in foreclosure which I had no idea. So after fighting with them, they told my fiance it doesn't matter because we wouldn't qualify to begin with because it had not been a year, which we should have been told when I called in the first time or at any of the other document/request submissions. 

My mother wanted to know the past due amount and was willing to help us get caught up. We are very, very lucky that she was willing to do this. 
Then we got the run around about they had to get the fees, so we got the fees and my mom sent them a personal check # XXXX, usps priority mail Tracking Number : XXXX. We asked three times if a personal check would work, because they wouldn't accept a checking account bank transfer. Which is what we wanted to do because it was the fastest and most secure but they refused to unlock our online account to let us make a payment that way. 

Now they are sending the check back because it wasn't " secured '' when they are the ones who told us to send a personal check. They also tried to say it was a third party check, which is not true. It was made out directly to Caliber Home Loans. 

Frankly a money order or certified check is not traceable like a check number. And I would not send money via XXXX XXXX and have to pay for it to pay them. That is asinine. They have proven to be untrustworthy liars, why would I send them a payment form they could try and say they didn't receive. I'm not an XXXX. 

Now they want to charge us more fees because they did not take it out of foreclosure when we sent everything to begin with. 

So we've been lied to multiple times, on many issues, and are still being screwed over by the company. 

We called Caliber on these dates and times to try and get everything straightened out from the modification to paying the past due to get out of foreclosure times are in pacific time, we are in Oregon XX/XX/XXXX XXXX XX/XX/XXXX XXXX 15min37sec This was the call I was told that a modification was possible and to apply for that and that they would mail me the application. 
XX/XX/XXXX XXXX 21 min XXXX XX/XX/XXXX XXXX 20min 16sec XXXXXX/XX/XXXX XXXX 11 minutes 1 second XX/XX/XXXX XXXX XXXX  9 minutes 23 seconds XX/XX/XXXX XXXX 2 min 41 seconds -- given the past amount due XX/XX/XXXX XXXX 8 minutes 52 seconds -- told where to send check and yes a personal check was okay, XXXX asked them three times after trying to get them to let us do a bank transfer payment. They are purposely trying to make paying them to get out of foreclosure difficult and untraceable. 
XX/XX/XXXX XXXX 20 minutes 27 seconds I really hope that you can assist with this. We don't want to lose our house.

Company response to consumer: Closed with explanation