Consumer complaint received 2021-11-23
Company: Caliber Home Loans, Inc.
State: PA
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On approximately XX/XX/XXXX I toured a condo in XXXX, Virginia and decided to put in an offer. I was preapproved by XXXX XXXX XXXX and the initial paperwork was drawn up. As i knew that there would be the possibility I might begin an additional job ( on top of the job i have had since XXXX and applied with income from ), I was clear with the lender about documentation, income, debt, and my timeline. All was smooth and accepted by the seller, and my closing date was set for XX/XX/XXXX at XXXX. 
At XXXX XXXX on XX/XX/XXXX ( literally the middle of the night, 11 hours before my closing appointment ), my loan originator called me to request updated paystubs, a new homeowner 's insurance policy, and several other pieces of information ( childcare forms ) in order to close. As this was not the first property I have purchased, i was aware that the loan originator is required to be clear to close by the underwriter in order to schedule closing, so I was confused as to what other information they could need. I got out of bed and sent the requested documents immediately so that I could close. I did not hear back from my loan originator with XXXX  until noon the following day, when he told me the documents were under review by the underwriter. 

This is when i started splitting time between sleeping in my car and renting cheap motel rooms/crashing on friend 's couches in order to stay employed. To date, this delay has cost me roughly {$3000.00}. 

As a result I filed an extension for 30 days which i was relieved was accepted by the seller. Every day of that month i called, texted, and emailed my loan officer and received about one or two replies per week, always asking for new information like updated contracts and w2 forms from the new job i had now begun as a result of the delay in closing. He would also send updated contracts or closing documents that varied wildly in cash to close amount, and never made the adjustments for errors that I would catch in reviewing before signing. He also constantly blamed the Underwriters for taking so long or not responding to him. On several occasions he would ask for a document, i would send it within ten minutes, he would confirm receipt, and then ask me for it again 5-7 days later, only to have me walk him through his own email and see the document had been in his possession for a week without going to the underwriter.

On the 30th day of the extension ( XX/XX/XXXX ) I found another lender who got me preapproved and a lower ( and far more accurate ) cash to close amount, and has already conducted several inquiries with my HR department and my unit. As such, I sent a letter to my loan officer giving him and his underwriter a deadline of Monday, XXXX at XXXX EST to either release my appraisal or send me the clear to close. At XXXXXXXX XXXX I sent them a final email stating that since I had not heard anything I would like to submit the formal letter requesting transfer of my appraisal and loan information to my new lender before the end of the day. The old loan officer with XXXX emailed me and said " we just heard back from the underwriters that they have spoken to your contract manager at your job, and they are aware time is critical ''. This confirms to me that he received my request to transfer and blew it off in favor of going back to the underwriters. 

As of today ( XX/XX/XXXX ), I have not heard anything from XXXXXXXX XXXX XXXX as to whether or not they have processed the loan transfer, disapproved my loan application, or cleared me to close. 
I feel that the Veteran 's Administration and any buyers or sellers that use the VA should be warned against doing business with XXXX XXXX XXXX, and possibly review the affiliation they have with this team.

Company response to consumer: Closed with explanation