Consumer complaint received 2017-09-30
Company: Caliber Home Loans, Inc.
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Caliber Home Loans Inc. Gave False and Misleading information to Floridians during the Wake of a Federally Declared Natural Disaster Hurricane Irma. 

On XX/XX/XXXX I received an email for Caliber home loans Inc. Subject : Disaster Assistance. I called Caliber to asked what assistance they had available due to additional expensed as a result from hurricane Irma. The rep I spoke with named XXXX told me that Caliber was offering and 90 day Deferment to borrowers in federally declared national disaster areas. XXXX assured me that caliber was there to help. and did n't want customer to worry about mortgage payments. At that time I offered to make my XX/XX/XXXX. payment which was already past due. XXXX said not to make the payment the DEFERMENT will cover XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX and I would have ONE PAYMENT DUE on XX/XX/XXXX first. I asked very specific questions she assured me this would n't impact my credit escrow or payments. she assured me it was not a modification it was simply a DEFERMENT caliber was offering for disaster relief. she advised me the only thing I 'd need to sign was to agree to have the 3 payment applied to the end of the loan. She asked would I like it mailed or emailed I asked it be emailed. I asked when I should expect the doc she told me it came from different department but should receive it soon. she assured me everything was set and that I will make ONE PAYMENT ON XX/XX/XXXX and regular monthly payments thereafter. 

On XX/XX/XXXX after not receiving the letter I called caliber and spoke with XXXX XXXX he advised me that he did see that I was enrolled in the 3 month DEFERRAL PROGRAM and one payment would be due in XX/XX/XXXX. He told me that if I did n't get the letter in a few weeks to call back but not to worry because it was in the system. I then asked XXXX to assure me that I was n't going to be expected to make 3 payments in XX/XX/XXXX ( id asked this because others I know where getting told this from different companies and I wanted to be sure ) XXXX said No. He said this is disaster assistance and having to make 3 payments at once would not help anybody. He said this is a deferment nothing more and 1 regular monthly payment will be due in XX/XX/XXXX. 

About a week after speaking with XXXX and not receiving any Letter I called caliber again on XX/XX/XXXX and spoke to XXXX XXXX. XXXX revived my file and said the letter had just went out that day for the approval of a 6 MONTH DEFERMENT!! I asked that XXXX explain and told him I thought it was only 3. XXXX then said that 's what we are offering for the disaster but it looks like FHA approved you for six. he reviewed my records and said yeah your first payment is due on XX/XX/XXXX for your regular monthly payment. he said the letter had gone out and will include this information. XXXX assured me that my credit would not be impacted and the six payment would be applied to the end of the loan not tacked into my XX/XX/XXXX payment. 

On XX/XX/XXXX I received a letter in the mail from Caliber advising me that my account had placed in a single point of contact program regarding assisting me to keep my home. Very alarmed I called Caliber and spoke with XXXX. I asked her to give me more information and XXXX proceeded to tell me that due to me being in a 6 MONTH FORBEARANCE ( first time anyone had every mentioned forbearance during this process ) the Single point of contact would help if I had questions. of course I told XXXX that I 'd never asked to be in any forbearance program that I was originally offered a 3 month deferment. She then reviewed the notes and seemed puzzled she said she was going to review the letter that went out me stating the terms. She read in the letter that ALL SIX PAYMENTS WOULD BE DUE ON XX/XX/XXXX. I was so upset I explained to her this is n't what I was offered, needed and was never advised this. I asked her to email the letter so I could review it for myself. and she did. XXXX seemed just as disturbed as I did after reviewing my file and seeing the notes from the previous reps. she let me know that I 'd receive the letter via email within 2 hours for review. After reviewing the email I was in shock that everything XXXX had told me up until this point was an absolute LIE!! I then called back again and was on hold for over ten mins. When the call was finally answered it was a Rep named XXXX. I asked to speak directly with a Manager XXXX verified my account and attempted to assist me. not to my surprise he already knew what the issue was because they 'd been receiving other complaints. He begun to say that none of the False Information was Calibers fault and that the FHA had Provided the servicer with incorrect information and all the problems were the FHA 's FAULT. He went on the blame the FHA when I stopped him and asked again for a manager. he placed me on hold for about 10 mines then said that no managers were available. I asked him to provide me the names time date and ID 's of everyone I 'd spoken to and he did. 

I 've never filed a complaint and my life but I 'm doing it today. What caliber did was ILLIGAL. 

They intentionally omitted material fact that caused me financial harm and possible foreclosure. 

They advised me not to make my XX/XX/XXXX payment as it would be covered with the deferment. XXXX suggested I use this money for repairs since the 3 month deferment would cover the XX/XX/XXXX payment. 

THEY ASSURED ME I 'D ONLY HAVE ONE PAYEMENT DUE AND MY CREDIT NORE ESCROW WOULD BE IMPACTED. 

AS A RESULT I ACTED ON THE INFORMATION USE FUNDS TO ASSIST WITH REPAIRS AND ADDTIONAL EXPENSES I 'D INCURED PREPARING FOR THE STORM AS A RESULT OF ACTING ON THIS MISLEADING INFORMATION CALIBER PROVIDED I 'M NOW FUTHER PAST DUE ON MY MORTGAGE AND UNABLE TO MAKE MULTIPLE PAYMENTS TO AVOID COLLECTION OR FORECLOSURE. 

Below I 'm including the dates, times, name, and teller id 's of each person I spoke with for your investigation. I encourage you to determine how many other Floridians were given the false misrepresentation for disaster assistance from caliber. 

Thursday XX/XX/XXXX XXXX XXXX Teller ID XXXX Monday XX/XX/XXXX XXXX XXXX XXXX Teller ID XXXX Tuesday XX/XX/XXXX XXXX XXXX XXXX Teller ID XXXX Thursday XX/XX/XXXX XXXX Spoke to XXXX Teller ID XXXX Thursday XX/XX/XXXX XXXX spoke to XXXX Teller ID XXXX This was predatory in the wake of a natural disaster. And I 'd like to be made whole by Caliber Home Loans. Inc. 

Thank you for your time and attention in the matter.

Company response to consumer: Closed with explanation