Consumer complaint received 2023-12-13 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Caliber Home Loans, Inc.
State: NJ

Complaint narrative:
The house, located at XXXX XXXX XXXX XXXX in XXXX NJ. XXXX, was purchased in XX/XX/XXXX. Shortly after, the mortgage company was changed to Caliber Home Loans. Monthly payments were being made and there were no issues with the mortgage or the taxes until XXXX. I was made aware of an increase with the mortgage when I contacted Caliber Home Loans to explore refinancing options. It was then I was informed that I could not refinance the home because there was an issue with the taxes on the home. I contacted the City of XXXX New Jersey, since the house is located that city. I spoke to the tax collector, and he informed me that he was not aware of the issue. He proceeded to reach out to the tax assessor XXXX XXXX. Immediately after hearing the house address, XXXX XXXX stated that he is aware of an issue, and he is working to rectify it. XXXX XXXX then went on to explain what occurred, which I did not comprehend. Anyhow, I was assured that the issue would be addressed, and the mortgage company would be reimbursed for the over charged taxes. Several weeks when by and each time I contacted XXXX XXXX, I was informed that the issue is still not addressed. Eventually, I reached out to the city council member for the area where the house is located to enlist assistance to resolve this issue. The city council members held an emergency meeting, and a referendum was passed clearing the way to begin the process to reimburse Caliber Home Loans. 
The check in the amount of $ XXXX dollar was sent to Caliber Home Loans and for several weeks and possibly months after the check was cashed by Caliber Home Loans, they claimed they never received the check. Thus, the beginning of constantly calling Caliber Home Loan followed by financial hardship and the house being placed into foreclosure. 
It was identified that the check was cashed in XXXX of XXXX, however, my account was not credited, even though I continued to make the monthly mortgage payment. I spent countless hours calling Caliber Home Loans pleading with them to explain what was going on with the account and the money was reimbursed. Each time I called ; each representative provided a different explanation. In XX/XX/XXXX, I spoke with a manager, and she informed me that the money was applied to the account and as of XXXX of XXXX, the account would be updated and there would be no outstanding balance. In addition, she promised to mail the information that would reflect the updated account, but that never happened. Prior to my conversation with the manager, every representative I spoke to promised to escalate my concerns and they each promised to call with an update, but that never happened. As expected, I was frustrated, and I kept calling and kept getting different answers and the amount that was outstanding changed every time the mortgage company was contacted. 
I hired a lawyer, but the results were not in our favor. The lawyer wanted the me and my mom to take out a second mortgage to satisfy the outstanding balance, but that recommendation was not accepted. Instead, my mom took out a loan in excess of {$25000.00} to pay what was allegedly owed to avoid foreclosure. 
In the meantime, our credit scores were dropping, and I was denied accesses to credit. There were countless calls from collection agencies. 
Eventually, Caliber Home Loans sold the mortgage to XXXXXXXX XXXX and the issue continued to the point where XXXXXXXX XXXX stopped collecting the monthly payments and placed the home in foreclosure. As previously mentioned, my mom took out a loan to pay the outstanding balance, since both of us did not want the lose the house.

Company response to consumer: Closed with explanation