Consumer complaint received 2020-03-28 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Caliber Home Loans, Inc.
State: UT

Complaint narrative:
The issue is their choice to become completely inaccessible to their customers, and it is distressing and financially damaging to their customers. They also continue to make errors and have technical difficulties that cause confusion for their customers. 

I am attempting to pay back my mortgage account to become current again. But by making it impossible to be reached, ( Completely unreasonable hold times and reduced hours of availability ) I am unable to get needed information on my mortgage, I am racking up more and more costly foreclosure attorney fees, and I am being forced to miss deadlines that would have allowed me to save my mortgage. 

I applied for an assistance program and wanted an update since I hadn't received any calls or letters and more than 30 days into my review had passed. So I called on Thursday XX/XX/XXXX and they're automatic system told me there was nobody to speak to but that my house had been foreclosed on on XX/XX/XXXX I had to wait until the next day and 20 minutes on hold to speak to someone who could tell me that their foreclosure department didn't know what they were doing and she manually had my account updated. She informed me that my review had been denied on XX/XX/XXXX and referred to an attorney on XX/XX/XXXX. She called the attorney who confirmed they had just received the file and there was no sale date.

I asked how much I needed to pay to become current and she stated that the amount on the letter I was supposedly sent, {$5000.00}, wouldn't work and I would only be able to become current by paying the 'reinstatement amount ' and that she would have to order it and I would be unable to get it until XX/XX/XXXX the next week. 

We are losing income and will potentially lose jobs due to the COVID 19 situation so I asked if they can help and she stated that this far into the COVID 19 situation they still didn't have anything available for their customers that are impacted, and they wouldn't probably have something, if at all, for 2 more weeks.

I called to follow up on XX/XX/XXXX. I waited on hold for an hour and 40 minutes until the call failed. I called right back and waited for 40 more minutes on hold right after and was unable to reach them, and then they were closed again, because it was after XXXX XXXX CST.

Today, XX/XX/XXXX, at XXXX XXXX CST, I found the actual letter that I got an email message about on XX/XX/XXXX and it informed me that the woman I spoke to was wrong and as long as I did pay the {$5000.00} by today, I could become current. So I called and waited 40 minutes on hold to speak to someone to find out which was true, because I had gotten my tax return and would be able to pay the {$5000.00}. I still hadn't heard back or been able to find what the reinstatement amount was. I needed to know if the woman on the phone was right that I had to pay the reinstatement amount, and if so, how much it was. Or I needed to find out if it was still an option to pay the {$5000.00} and become current. If I found the information I could have bank wired or used XXXX XXXX to send certified funds in time. The person who finally answered the phone told me that they could do nothing to assist me and they could only transfer me to their single point of contact department and that there is no direct line to reach them. She said the company is open on Saturdays but the only department I am allowed to speak to won't be open to speak to tomorrow, on Saturday. So I consented to be transferred at 3 minutes before XXXX XXXX CST ( their new closing time ) and she transferred me to an automatic response that told me they're unable to be reached at this time and that they can't tell me when they're next going to be available. 

The misinformation and the insane delays caused me to miss the deadline where I could have become current, and now when they're finally able to be reached next week, ( hopefully ) they can tell me 'I didn't hit the deadline ', and force me to pay more than {$5000.00}, which may now become unaffordable and cause me to lose my house. They're foreclosure attorney 's are obviously going to be expensive and every day they're 'unable to be reached with no ability to tell me when they're available ', I am likely incurring hundreds in attorney 's fees. And each time I try to reach Caliber I am either misinformed or delayed by days with a big question mark about whether I'm going to be able to keep my house or not. 

We came on hard times and fell behind, we now have the ability to become and stay current, and they are incapable of assisting their own customers in doing that. And they seem to have no concept of how to help, nor any urgency to help, the millions of families being financially impacted by COVID 19. This is very very poor loan servicing and I'm sure I'm not the only customer being impacted by it.

Company response to consumer: Closed with monetary relief