Consumer complaint received 2015-10-20
Company: Caliber Home Loans, Inc.
State: TX
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I HAVE APPLIED FOR A LOAN MODIFICATION THROUGH XXXX XXXX XXXX XX/XX/XXXX AND HAVE STILL YET TO GET MODIFIED AND WE ARE NOW XX/XX/XXXX AND MY MORTGAGE BALANCE HAS REACHED OVER {$20000.00} AND IS NOW IN FORECLOSURE!! I WAS WORKING WITH XXXX XXXX XXXX BECAUSE THAT WAS MY MORTGAGE COMPANY TO BEGIN WITH. WHEN I APPLIED WITH THEM IT WAS A RUN AROUND GAME. THEY WOULD ASK FOR REQUIRED INFORMATION AND I SUBMITTED THIS IN A TIMELY MANNER. TAKE INTO CONSIDERATION THAT ALL PAPERWORK HAS TO BE UPLOADED AND USUALLY TAKES 3-5 DAYS, SO I WAS TOLD! THAT DID N'T HAPPEN IT WOULD TAKE LONGER, OR THE WOULD SAY THEY NEVER GOT THE PAPERWORK! NOW ITS BACK TO SQUARE ONE RESUBMITTING PAPERWORK TAKING MORE TIME. MEANWHILE MY BALANCE IS GETTING HIGHER! IN THE PROCESS MY SERVICE MANAGER WAS CHANGED TWICE AND AT ONE POINT I REQUESTED FOR A NEW MANAGER BECAUSE SHE WAS BEING VERY RUDE AND AND HAD NO EMPATHY WHAT SO EVER ON WHAT I WAS GOING THROUGH. SEVERAL TIMES WAS I ASKED TO SUBMIT INFO I DID BY FAX, EMAIL EVEN FED EX STILL NOTHING TIL FINALLY THEY RECEIVED THE INFO BY THAT TIME MY ACCOUNT WAS SOLD TO CALIBER HOME LOANS I FOUND THIS OUT BY MAIL. THEN I HAD TO START THE PROCESS ALL OVER AGAIN TO CALIBER. THIS TIME IT WAS ALREADY IN FORECLOSURE!!!! NOW IM STILL IN PROCESS WITH CALIBER FOR THE MODIFICATION. THIS PROCESS HAS ALSO TAKEN MONTHS IT WAS THE SAME THING AT FIRST NEVER GETTING INFO THAT I SENT. THEN ONE DAY THEY SAID OK WE HAVE A COMPLETE FILE WE WILL PROCESS AND REVIEW IT. I NEVER GOT ANY UPDATED CALLS TELLING ME THE STATUS. THEN I WAS DENIED! SO I APPLIED A SECOND TIME, I GO THROUGH THE SAME PROCESS AND THEN SOMEONE FROM CALIBER CALLS OUT OF THE BLUE SAYS WE ARE CALLING TO ASK FOR MORE INFO AND WANTING TO LET YOU KNOW WE HAVE RECEIVED INFO BUT WE NEED MORE INFO. I SUBMIT THAT IF AND THEY SAY OK WE WILL KEEP IN CONTACT EVERY WEEK TO LET YOU OF STATUS. THAT NEVER HAPPEN THE FIRST TIME NO ONE EVER CALLED ME. SO I CALL XXXX A SERVICE TO HELP ME APPLY FOR MOD. SHE GETS ALL THE INFO SENT OVER TO CALIBER. SO THEN I CALL ONE DAY AND TELL SAY YES WE HAVE RECEIVED YOUR INFO LETS GO THROUGH IT. THEY WERE USING OLD INFO THAT WAS SENT TO THEM ALONG TIME AGO ( XX/XX/XXXX ) AND THIS PACKET WAS SENT BY XXXX XX/XX/XXXX XX/XX/XXXX. THAT 'S HOW THEY MADE THERE DECISION AND I WAS DENIED! I BELIEVE THEY WERE USING BITS OF PIECES OF INFO AND NOT THE PACKET XXXX SENT OVER. I CALLED CALIBER TO CONFIRM JUST EXACTLY WHAT INFO THEY USED TO MAKE THIS DECISION AND ALL I WAS TOLD BY A REP WAS " WE USED THE INFO YOU SENT TO US ''! I ASKED TO SPEAK WITH THE PERSON WHO PREPARES THE PACKET THEY SAID I COULD N'T SPEAK TO THE PERSON. I JUST WANTED TO MAKE SURE THEY USED THE XXXX PACKET THAT WAS SENT OVER. THE REP SD LETS SEE WE HAVE A LETTER FROM XX/XX/XXXX STATING YOUR CONTRIBUTION I SAID NO THATS OLD INFO YOU SHOULD HAVE A NEW PACKET THEY SAID NO THIS IS WHAT WE HAVE. THIS IS NOT FAIR THAT ME AND MY FAMILY HAVE TO GO THROUGH THIS AND HAVE OUR BALANCE GET TO AN ENORMOUS AMOUNT. KEEP IN MIND PART OF THIS AMOUNT IS ESCROW. THIS IS JUST RIDICULOUS THAT I HAVE TO GO THROUGH THIS. NOW MY HOUSE IS IN FORECLOSURE!!! THIS IS NOT MY FAULT. SOMEONE NOT FOLLOWING PROCEDURES AND PROTOCOL IS TO BLAME. PLEASE HELP!! ONE OF THE OPTIONS IF DENIED WAS A REPAYMENT PLAN WHICH WOULD BE PAYING HALF OF THE BALANCE OWING IN MY CASE WOULD BE AROUND {$15000.00} TO {$16000.00} THIS IS WHAT IS WAS TOLD BY REP THIS WAS INCLUDING FORECLOSURE COST AND OTHER FEES. IF I HAD THIS AMOUNT I WOULD N'T BE ASKING FOR A MODIFICATION. THE OTHER OPTION IS TO PAY THE BALANCE IN FULL! AGAIN IF I HAD THIS MONEY I WOULD N'T BE ASKING FOR A MODIFICATION. THE FINAL OPTION IS TO SALE MY HOME! AND THEY WOULD ASSIST ME WITH MONEY FOR MOVING. I DO N'T THINK ANYONE OF THOSE REPS KNOW HOW IT IS TO FEEL KNOWING YOU ARE GOING TO LOSE YOUR HOME. IM SURE WHAT TYPE OF LOAN I HAVE TO ANSWER YOUR QUESTION BELOW

Company response to consumer: Closed with explanation