Consumer complaint received 2017-04-07
Company: Caliber Home Loans, Inc.
State: TX
Product: Consumer Loan
Sub-product: Installment loan
Issue: Taking out the loan or lease

Complaint:
To Whom it May Concern : We closed a Mortgage Loan with Caliber Loans on XX/XX/XXXX. Our initial closing date was XX/XX/XXXX. We have written a time line and can provide whatever documents that is needed as well as a Professional Witness to verify our claims. Our loan was F.H.A. We initially were trying to get Down Payment Assistance. Throughout the whole agonizing process, we never dropped the ball on our end with paperwork. We were told per our Loan Officer ( XXXX # XXXX ) that I could start my part time hours the following week since I was notified mid-week about the status change that was needed. So, I continued the week with the schedule. On XX/XX/XXXX, I submitted my check stub to verify employment. I was told at XXXX ( The Day before closing ) that The Underwriter sent our file to an investigating level due to me making more hours. Ultimately the decision was that we were committing Fraud and we can not get Down Payment Assistance PERIOD! ( It 's remarkable that the loan was approved at all if it was truly flagged for fraud ( flagged 3xs per XXXX ) ) When we asked XXXX why she told me I could work the hours, she carelessly said that the underwriter changed her mind ( changing mind sounds personal not professional ) so that 's why this was going on. ( After Closing I was told that The Down Payment assistance is done at the beginning of the process there was no reason my check stub should have prevented us from receiving Down Payment Assistance. This leads me to believe that our application was never submitted and the story about our file being flagged was just a way to prolong the strained situation. ) She gave no explanation or no apology to her misinforming me. She actually boasted " That she does not work for free that we are going to close '' " She also boasted that " She DOES NOT do the numbers, that going over them was a courtesy ''. We were completely misled about what to do during the process. I was verbally scolded by XXXX, apparently, my tone was too dry for her liking which that conversation ended with me hanging up. I was not going to argue with her. XXXX needs to understand that her fast talking is not a good trait to have and her answers are very important if she is unaware of the answer to a question it 's okay to get back with the Future Home Owner. Her misspeaking prevented us from getting down payment assistance, and made us lose my 4.3 % interest rate, and in turn we had to pay approx. XXXX to close. My realtor asked XXXX did we need to make an amendment for us to receive the XXXX that was promised by the Sellers in the contract she said no. The result of that was us only getting XXXX from the sellers, XXXX less than what was LEGALLY PROMISED and XXXX more that we had to pay. Also, the Underwriter supposedly went over my application more than once, it took the Title Company to find the discrepancy in the numbers and at the last minute we were told we had to bring an additional amount to the table. We did not go over any numbers until we sat at the table to close. The Title Company gave us the numbers. XXXX stated that " XXXX ( Realtor ) could go over the numbers she could n't she had to pick up her son ''. My Loan Officer did not give us that " LUXURY ''. We lived out of boxes for almost two weeks, I had utilities on at a home that I did not close on until a week later. My whole family was completely disadvantaged by the whole situation. I know things can change instantly in the real estate market but one thing should stay the same, Customer Service should never change. A potential Home Owner should be able to trust the Loan Officers Judgement and be comfortable with the info that is given we were not able to do either. It seemed like after we was out of contract they felt like we had to tolerate their ABUSE if we did n't want our time and money wasted.

Company response to consumer: Closed with explanation