Consumer complaint received 2021-04-11
Company: Caliber Home Loans, Inc.
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Caliber approved me for a modification right before Covid and sent out a modification for me to sign during that conversation I raised concerns as to why it was higher than my actual mortgage if the intent was to help me and I was told that the interest rates had gone up. I was willing to sign and do whatever I needed to do to save my home. However, during that conversation I was advised about the forbearance being offered and what would happen if I signed the modification. I was told that if I SIGNED the modification I would not be able to take the forbearance. This concerned me because by not signing the modification and resuming payments this would lead to me into further debt, but not knowing what to expect with Covid I didn't want to risk losing my home if I were to get sick and not pay the modified mortgage. I then asked will I still be able to qualify for a modification down the line if I take the forbearance and I was told Caliber is here to assist you and yes you will be able modify the mortgage after the forbearance. I said are you sure, and she said yes and then went on to say I have seen homeowners in a worse situation and Caliber was able to help. This made me feel very comfortable. I was told that I could take the forbearance up to a year, although that was not my plan. I took the forbearance for 4 months and then turned in a full modification packet and was told I would be notified in 30 days. On the 33rd day I called to find out what happen and was advised that my loan was sold, I was devastated. How could they reassure me they were going to assist me and then sell my loan after accepting my application. 
When the new mortgage company received my loan they told me that there was no modification on my behalf transferred from Caliber. Caliber denied that and said they sent it. 2 months later XXXX XXXX  company reached out to Caliber and was able to get the completed modification. After review XXXX denied the modification saying my monthly income was XXXX a month and it wasn't enough to afford the new terms.. I was sick and in disbelief, because I knew that was not correct that was definitely not the info I uploaded to Caliber. My loan is XXXX a month and I would never be able to survive or feed my kids on that income. I then realized that I had a modification sent in prior to the most recent one that was denied and it was due to me putting income in the wrong spot. The XXXX was the amount that was put on that application in the monthly income by mistake. I had a single point of contact who assisted me with the l new one to ensure it was correct, so Caliber sent over an old modification to XXXX XXXX. I called Caliber  to see why and what happen and they were all so rude and said we are not your mortgage company anymore you have to talk to XXXX  about this matter. I was so upset and said this is your way of ensuring me that you would assist me in anyway. They just disregarded me and sent me on my way in the worse condition after all of the reassurance they gave and now will not even help me to ensure that the proper paperwork was sent. I was told by a Caliber supervisor who was very short and had no regard for my situation and tried to rushed me off the phone as you will hear in the conversation. In the end I was told that they would send me copies of my paperwork but that does not help because I need to know if they sent an old modification on my behalf which is causing me to go into foreclosure. I cant understand How XXXX would get the numbers for my monthly income that I put on my prior application that was filled out wrong. That is not an amount they can pull out of their hat an that is the exact amount I used on my old application. The new one is something like XXXX, which is more than half of what they reported to XXXX.

Company response to consumer: Closed with explanation