Consumer complaint received 2015-04-25
Company: Caliber Home Loans, Inc.
State: IL
Product: Mortgage
Sub-product: VA mortgage
Issue: Credit decision / Underwriting

Complaint:
My husband and I sought pre approval for a home loan. My husband is XXXX military and we are preparing for a move XXXX. I was encouraged to contact XXXX XXXX from Caliber Home Loans. He assured me the process would be quick and painless. I explained our current situation and what we were seeking. This began on Tuesday, XXXX XXXX. We received pre approval from XXXX XXXX on Friday, XXXX XXXX out of the corporate office in Texas because XXXX XXXX is not licensed in the state we are seeking a home loan. We were pre approved for {$280000.00} with a total loan amount of {$280000.00}. I received the pre approval letter via email from XXXX XXXX. However, my communications have almost been exclusively with XXXX XXXX. On that same day we asked XXXX if we could have an increase. I asked him if it was " doable '', and he said it was " doable ''. On Monday, XXXX XXXX we found a house that was actually already in our pre approval range for {$270000.00}. I contacted XXXX and asked that the letter specify that amount because we intended to make an offer. Everything went downhill from there. XXXX contacted me that night and told me that he was given incorrect information by XXXX ( XXXX denies this and has proven it by providing corresponding emails with XXXX that show that XXXX had all of the correct information ). We were then informed that the pre approval was not valid. For the past week we have been seeking some sort of response to fix this situation. Each day I am assured by XXXX that " the higher ups '' are handling this and they are working to fix it. Each day I am told that we will have an answer. I have provided all the documents and information they ask for including : XXXX, tax forms, pay stubs, student loan information, military XXXX, etc. On Thursday, XXXX XXXX I contacted XXXX XXXX, XXXX, based out of XXXX. He is XXXX XXXX 's boss. I explained my frustration that this situation still has not been rectified, and how frustrated I felt as a consumer that I did everything right, received a pre approval letter, and when we were seeking to put an offer on a house we then were informed they made a mistake. I feel as though they have intentionally dragged me along with promises of handling this with no intention of making this right. XXXX assured me after that conversation with XXXX that the process was rolling quickly and that I would have an answer the morning of Friday, XXXX XXXX. He said that we had been pre approved ( again ) for {$260000.00}, and they believed it would be increased because of the increase in pay that will be happening when we move cross country ( with documents that I provided ). He said they were going to sell it to the VA, and they would tell the VA that they would take responsibility for the loan because of the errors that Caliber Home Loans made in this situation. XXXX has been having these conversations with his boss, executives at Caliber Home Loans, underwriting at corporate, etc. I finally felt as though they were going to do what they kept promising. I heard nothing on that day. I continue to hear excuses and no real answers. I initially believed them when they said they were going to make this right, but I do not anymore. I simply want to be able to put an offer on a home that is within the amount they pre approved us for. At this point we have no home to move to in less than 49 days when we move based on military orders. We also have XXXX children, and I have stressed to XXXX how important it is to put a roof over our children 's heads and provide them a safe and loving environment. Caliber Home Loans have lied, deceived, dragged their feet, and shown how much they do not value the military and the service members who sacrifice everyday for this country. We would pay this loan every month. We take it seriously. It 's unfortunate that Caliber Home Loans does not.

Company response to consumer: Closed with explanation