Consumer complaint received 2015-12-26
Company: Caliber Home Loans, Inc.
State: IL
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
My spouse and I have been struggling with our mortgage and XXXX offered us a plan to get caught up. We agreed to make payments for 6 months to get caught up - 'good faith payments ' they were called and after the 6 months of payments ... we would be evaluated for a modification. Or so they said. 4 months in, we made all 4 payments on time and had two more to go, our mortgage was sold to Caliber Home Loans. We did receive a letter stating that the mortgage was sold. Since we were on a payment arrangement with XXXX, we called Caliber to make sure the payments were still going to be deducted automatically from our account and to make sure they had our account information. However, when we called my spouse spoke with someone named XXXX and XXXX stated our home was going into foreclosure in 7 days if we did not pay the {$7800.00} that we were behind with on our mortgage upfront. If we had the {$7800.00}, we would not have been on a repayment plan. My spouse tried explaining this and he was told that if we did not have it in writing from XXXX, that arrangement could not be proved as valid. So then I stepped in and called Caliber and spoke with someone and I was told the same thing, we needed the agreement in writing and to fax it over if we could in order for us to continue with the original XXXX repayment plan. I tried explaining that every month we would get a 'notice of right to cure default ' and the notice states that " If you have made arrangements to cure the delinquency of your mortgage and the agreement is kept, you may disregard this notice. '' We called XXXX the first couple of times we received this letter and they assured us that the payment was made and all was fine. Caliber Homes ( new mortgage company ) stated that did not count. So we call XXXX to inquire about receiving a record of the agreement ... my bank account reflects 4 payments automatically deducted as agreed by the way, but XXXX tells us they no longer have any trace of our records because the mortgage has been sold. At this point, I am ready to call a lawyer but my spouse calls Caliber homes one last time and speaks with someone named XXXX, extension XXXX, and XXXX states that XXXX ( original rep from Caliber homes we spoke to first ) was wrong and literally states verbatim that XXXX does not know what she is doing and XXXX is wrong. We are still on the original agreement schedule with XXXX called a 'step to modification ' according to XXXX . We are supposed to adhere to the XXXX agreement and then discuss a modification according to XXXX. Okay, a big sigh of relief right before XXXX. However, later that same day - XXXX from Caliber Homes calls my spouse on his cell phone and states that XXXX is incorrect. My spouse disagrees and states he does not want to deal with XXXX anymore and would like to continue with XXXX because XXXX seems to know what she is talking about and apparently XXXX had our records from XXXX and was quoting verbatim our initial and original payment agreement that we had with XXXX. XXXX stated that 'nope ', XXXX was wrong and our foreclosure was imminent. What in tarnation is going on here.

Company response to consumer: Closed with explanation