Consumer complaint received 03/27/2017 about Mortgage (FHA mortgage) with Caliber Home Loans, Inc. (ID).
Issue: Loan modification,collection,foreclosure

Complaint: I have a problem with the holder of my FHA mortgage loan, Caliber Home Loans. I have been trying for over one year to get a review conducted of my financial information and have been passed from one person to another without a review ever happening. Now they have set a foreclosure sale date for XX/XX/XXXX. I can afford my mortgage payment, but had a problem in the past where I missed some mortgage payments. I have been trying to get this straightened out and even tried to resume making payments but Caliber will not take these payments. They tell me that I have to pay all the missed payments as well as late fees and Attorney fees all at one time. If I ca n't do that, then the only option is loan modification. But that has been stuck because of the bad customer service at Caliber. 

I am gainfully employed and have worked as an XXXX for nearly 20 years. I occupy this home along with my daughter and her family. In addition to this income we now also receive XXXX as well. My daughter and I decided to purchase this property in XX/XX/XXXX, with the plan being that her family would move in and be helping out with all payments and bills. Unfortunately, the mortgage was only put into my name. I was struggling to keep up while waiting for my daughter to move in and help out. Eventually she did move in, but by that time I had already defaulted on the payment. I began reaching out to see what options may be available to fix this problem, and was provided with paperwork for a loan modification. I completed the paperwork and sent it back to Caliber but was told I did not fill it out properly. I began going back and forth with their agents trying to get them the information needed to conduct a review. During this process my dedicated contact was constantly rotating and it was hard to know where I was at in the process. 

I tried to resume making my monthly payment but was told that Caliber would not accept my payment. I had to pay the entire past due amount all at once or get a loan modification. Since I could not afford to pay the full past due amount I had to keep trying to work with their loss mitigation department, but was never able to get through the process to a review. This was extremely frustrating, and now I find myself in foreclosure with an auction date coming up. 

I know that if Caliber were to review my current financial information that I would qualify for assistance -- loan modification or partial claim for FHA loans or some type of forbearance agreement or repayment plan. I also heard that you can put the late payments back into the balance of the loan. Any of these options would help me, and I know that based on the current household income that I qualify. However, I have gone through a one year process of runaround with the Caliber team and I think this is wrong. Additionally, Caliber set a foreclosure auction date without providing any of the required Occupied Conveyance paperwork. I believe that Caliber is not following the guidelines for FHA loans and I believe I am being treated unfairly.

Company response to consumer: Closed with explanation