Consumer complaint received 2019-08-04
Company: Caliber Home Loans, Inc.
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/2018 I requested a mortgage assistance package from my mortgage servicer. We were falling behind due to reduction of available hours for me and my wife became seriously I'll putting her out if work. She has been out of work for almost 2 years and is not receiving any SS XXXX payments ... .nothing ... no income for a year now! We filled out the mortgagers Assistants packet and even sent them more information than requested ( Drs designation of illness ). The finally approved us for a modification tests was {$110.00} more a month then what we were paying! ( Nog sure how that helps us if we are struggling to make our original payment amount ), but moved passive to the back of loan. The instructed us to make 3 trial payment each being due before the last day of the month. We made first trial payment On XX/XX/XXXX. When I tried to make our second payment on XX/XX/XXXX Caliber home loans agent XXXX that the could not take mh payment as Caliber had transfeted my loan to a new mortgager. I never recieved any notice that this was going to happen. Yhr then told me that I would need to make the second payment to our new mortgager! First off ... they gave Mr the wrong contact information for the new mortgager and I called back s again recieved the same incorrect information. I was the able to find them by searching the web and made contact. The new mortgager ( XXXX XXXX XXXX ) they told me ..yes my loan was being transferred to them however they would not officially take it over until the XXXX, and that I should make mr payment to Caliber. I called Caliber back and again was told ... no ..I had to pay it to the new loan mortgager as we don't manage you loan anymore. So again I called back to XXXX  and told them again what Caliber had said and again they told me that they do not own my loan yet. So come the following Monday I called Caliber again. I got the same answer. In addition they informed me that because I missed the payment date that I would be no longer eligible for the modification because I didn't meet the modification requirements even though they refuse to take the payment. So I had to wait in for XXXX  to completely have all of my information and officially take over my loan after the XXXX to speak with them. Once I did inform them again what happened and they asked me to send them proof that I was a approved for a modification from caliber. I faxed them the acceptance paperwork from caliber showing that I did qualify and what my trial payments were. A few weeks went by I hadn't heard anything from XXXX  so I contacted them again. Then for me at the time that they didn't receive my paperwork even though I had an fax confirmation. I then re faxed it again to XXXX. Few weeks more went by I heard nothing. I called back to XXXX and basically they told me that caliber sent them a letter saying that they had put me a caliber put me into foreclosure which I was never told that and I shouldn't have been as I was going through the process of them with for the modification. XXXX said they didn't receive very much information from caliber and that they were trying to get more information about it. That they would let me know. Of course nobody ever let me know anything. Then few weeks more went by I called back and they at that time asked me to email or fax their packet for modification or assistance. Sorry did that and also send them again another copy of the approval had gotten from caliber for modification. About 5 weeks went by and we just received a letter now stating that congratulations you are approved to short sale your home and deed in lieu. Congratulations!!! How is that congratulating me that I'm going to lose my house is viewed as a good thing!! I thought they were trying to help me! But now I feel like all they're trying to do is take my property!! Of course I called them really upset. Ask to speak to a manager. Spoke with her at length basically the girl on the phone to answer the phone originally told me I owe it doesn't matter they are going to review it again pretty much that's their decision so there's nothing you can do about it. Problem also is that I have a FHA loan XXXX XXXX loan and I know there are guidelines they must follow when there are the FHA loan provider. I provided them all of the information but in their letter they sent me congratulating me that I was going to lose my house, it says things that aren't correct like it says did not Mark that this is my primary residence when I know it did that was the very first thing on their questionnaire for Mortgage Assistance I asked that box and huge X I also says that we didn't give them any any of the information they ask for for my wife 's XXXX which I sent them even the doctors proof of illness. I said them all the same thing that I sent caliber. I just feel at this point that they're don't want to deal with me and they're trying to take my property! I spoke to XXXX XXXX and they are going to investigate also. But these companies seem to all be really the same they're very poor quality and the customer service is really lacking their phone stuff doesn't work half the time you can't get ahold of anybody and when you do all you always get the same answer I don't know we can't help you or the things I get all the time. There's any information you need from me and further details please let me know.

Company response to consumer: Closed with explanation