Consumer complaint received 2018-03-09
Company: Caliber Home Loans, Inc.
State: ID
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I called the XXXX XXXX XXXX ( XXXX ) on or about XX/XX/2017 with a home mortgage that was close to auction. Once my mortgage serviced by XXXX XXXX ( XXXX ), became more than a month overdue, they would not accept anything except all arrears paid in full. 
A major illness, and subsequent hospitalization kept me out of work for a short time, yet long enough to affect my financial situation in a detrimental way. Shortly after this, my wife underwent costly medical testing and was diagnosed with a multiple health issues, 2 of which were serious. 
I am informing you of this because it is important to know that I did not become delinquent due to lack of commitment to an acquired debt, or misuse, of any kind, of monies owed to creditors. To the contrary, I have always maintained employment, and when work slowed, I willingly sold assets to ensure my mortgage was paid. Therefore, the experience I have had with the XXXX feels like being kicked when down. 
When I called XXXX, I initially spoke with XXXX XXXX XXXX. He was very helpful, seemed informed, and available and/or very quick to get back to me. He, after reviewing all of the requested paperwork I sent over, informed me that I was eligible for XXXX. XXXX XXXX XXXX understood that my mortgage servicer had been XXXX for several years and was very recently sold to Caliber. I was told that I would have to continue working with XXXX, but that by qualifying for this program, my payments would be reduced significantly, all arrears would be restructured into the loan, and I would be on a fixed rate between 2.5 % -3 %. He also stated that our first trial payment would be due XX/XX/XXXX. This was 3 months away. I was told that they would need {$2700.00} put into their account via XXXX wire transfer before any paperwork could be prepared to present to the lender. I did this. I was also instructed that for the process to move forward I needed to file for bankruptcy to halt the sale of the home. I was told how to and where to go to complete this process. I did this as well. I was informed by XXXX XXXX XXXX that if we spoke to our lender it would jeopardize the process. XXXX XXXX XXXX also informed me to not pay anything on the mortgage because it was not necessary until the deal was done. Then I was told to wait. I waited On XX/XX/XXXX, I was informed by someone named XXXX XXXX XXXX ( senior loan processor ) that my file was accepted and was in processing. Again, I waited and was told under no circumstances, to speak to anyone at the lending end of the mortgage. During this time I sent over additional documentation requested by XXXX XXXX. I inquired about how much time it would take to have everything in place and wasn't given a defined answer ; I was told to understand it would take a little bit of time, and it was reiterated that we must not speak with the lender/servicer on the mortgage. 
On XX/XX/XXXX, XXXX XXXX emailed, stating that the " modification '' had been approved through Caliber. I thought this was strange, because it was stated that it would be a restructure through XXXX. Upon questioning her she refused to give me a clear response, instead saying aren't you just happy we saved your house?. She was very concerned that I fill out a BBB survey for her which I refused as I was not happy with the result. Moving forward, I called Caliber as instructed in the email sent by XXXX XXXX. I was told that my payment should be made by or before the last day of XXXX. I sent a cashier 's check, drawn from my credit union, on XX/XX/2017 directly from my local post office. On or about XX/XX/XXXX I received a phone call from Caliber stating that I had not signed the modification agreement. I inquired as to where they sent it. First I was told my residence, then it was said that it had been mailed to the lawyer. There was never a lawyer involved in this. 
Subsequently, I was told that the mortgage was again in default, I received a refund check from Caliber in the amount I had paid on XX/XX/XXXX, with a letter stating that it was not the amount if the arrears in full and would not be accepted. I called XXXX and let them know about the situation. We had done EVERYTHING we had been asked to do to get this on track. XXXX XXXX XXXX stated at that time that the banks play these games he would talk to his manager and get things right for us at no extra cost. XXXX XXXX XXXX has never spoken to us since. We have emailed him several times in an attempt to pay our mortgage, at this point, XXXX will not respond as a company. 
There was no mortgage relief in this, there was no assistance. If anything, a greater problem has been created by this company. I am out {$2700.00} and my home us back on the auction block.

Company response to consumer: Closed with explanation