Consumer complaint received 2016-09-23
Company: Caliber Home Loans, Inc.
State: AL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
MORTGAGE MODIFICATION : On XX/XX/2016, I submitted an application for a mortgage loan modification with my new mortgage company, Calilber Home Loans, who had recently purchased our mortgage from XXXX XXXX. XXXX sent a letter to our bankruptcy attorney ( Chapt. XXXX ) indicating we should apply for a modification. For 2 months and 3 weeks, I have submitted and resubmitted document after document, specifically, Transaction Summaries, among other things, regarding my husband 's Social Security XXXX credit and debits on the SSA issued XXXX XXXX Debit Card. I have been submitting, at Caliber 's request, updated Transaction Summaries numerous times and have explained, to Caliber 's satisfaction, I thought, that I did not have access to a " bank statement ''. I can only print Transaction Summaries from the account on the XXXX website. My application for modification becomes null and void on XX/XX/2016. It appears that Caliber 's convoluted, unorganized and cavalier approach to applications for loan modification are designed to frustrate the applicant at every opportunity and to stall the process until the application is null and void. Applicants can not speak directly to loan modification officers, only a " single point of contact '' individual who is the " middle man '' and who can do little to nothing to actually assist the process. They can only pass along what they read on the computer or are told, while the applicant is put on hold, what " they '' said. My bankruptcy attorney told me this process would be " difficult '' because mortgage companies really did not want to modify loans. I had no idea just how difficult and frustrating this process would be! 
Last week I was told by Caliber that I needed to resubmit the XX/XX/XXXX and XX/XX/2016 " bank statements '' for the XXXX debit card, which I did. I explained, once again that I could not access a " bank statement '' only a Transaction Summary. I was told that the submission would be forwarded to a supervisor for review and to call back in several days. I called today and was told that the Transaction Summaries were not acceptable and that I had to submit a bank statement. My submission is once again going to be submitted to a supervisor, because I apparently convinced him that every transaction on the debit card was recorded by date and amount on the Transaction Summary. 
I inquired as to why, after almost 3 months of submitting Transaction Summaries, I was being told, a week away from the deadline, that Transaction Summaries would not be accepted. Even if I could get a " bank statement '' I do not have time to obtain them before the XX/XX/XXXX deadline. It appears that Caliber deliberately waited until the last minute to tell me Transaction Summaries were categorically not acceptable in an attempt to have the time run out on my application which expires on XX/XX/2016 - eight days from now. Caliber had ample opportunity to advise me that they would not accept the Transaction Summaries in order to give me an opportunity to try to get them, if possible, and submit them in a timely manner.

Company response to consumer: Closed with explanation