Consumer complaint received 2020-06-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Caliber Home Loans, Inc.
State: VA

Complaint narrative:
My wife and I began the application for a home mortgage refinance on XX/XX/2020 with Caliber Home Loans after receiving a mailed solicitation from Caliber. The first contact in this process was XXXX XXXX. I worked with XXXX until the XX/XX/XXXX. My wife and I sent documents almost daily to XXXX to get the loan process initiated. 

Then, sometime around the XX/XX/XXXX and without any communication from Mr. XXXX we were handed off to XXXX XXXX. With a rather awkward handoff my wife and I began to send documents to Ms. XXXX. My wife became the contact, again without any communication or reason given and we began to send documents to Ms. XXXX. 

Sometime in early XXXX and after sending another trove of documents we were told, by Ms. XXXX, that we would probably close the loan by mid to late XXXX. All communication from Ms. XXXX was that we were just waiting on her to send paperwork to the lenders who would make the final decision. From that point and time we received no communication from Ms. XXXX or anyone at Caliber Loans. We waited to hear from them on the decision of the lenders and the date of closing. 

By the time we got to the XX/XX/XXXX I decided to call XXXX XXXX to see what had happened to closing. In that phone conversation Ms. XXXX indicated that we had not sent all the needed documentation. In addition she told me that she had so many loans to handle that when she did not have all the appropriate documentation she just put the loan documents aside and stopped all action, basically stuffing our files and others files which were deemed incomplete in a drawer and ignoring them. She also indicated that she would send me a list of documents needed. It turned out the her new list was the same as the list we had completed weeks ago - yes it was the same list. 

My wife and I continued to pursue getting Caliber satisfied with our documentation and seemed to have finally done so. But, the day before we were supposed to close the issue of us having two houses came to the fore. Caliber, Mr. XXXX and Ms. XXXX had known that we had two houses from the beginning of the process. I indicated that one of the houses, the one in Virginia, was on the market to be sold. That raised the question of how I was going to work at XXXX XXXX XXXX without a home in Virginia. I indicated that I would work on-line and that I had decided to retire but continue to work part-time. Ms. XXXX indicated that I could just take the house off the market for one day and the loan originators would never know that it was for sale. I dont tend to lie for anyone, including myself and I was disturbed by the idea that Caliber would do so. When I signed, what I thought were the final papers for the loan the questionnaire asked is there any reason that you might not be able to make payments on this loan? And I marked NO! Again I do not tend to lie for myself or anyone else! I am planning to work for XXXX remotely and my retirement income is just barely less than Im currently making working full-time. The day we were supposed to close Ms. XXXX was on the phone asking for all my retirement income information that day. She was also asking for additional information from my wife, due that day. Asking for all my retirement information by end of day was an impossibility so I finally pulled the plug on Caliber! Both my wife and I have work that we have to do to keep out jobs and this loan refinance was handled so poorly neither of us wished to continue to do business with Caliber. Neither of us wanted to continue with a business that had practices that were poor at best and legally/morally questionable at worst. 

What do I want from Caliber? On XX/XX/2020 I paid {$340.00} for an appraisal on the home we were attempting to refinance. I want that paid back to me. I would also like an apology from Ms. XXXX and Mr. XXXX, her supervisor.

Company response to consumer: Closed with monetary relief