Consumer complaint received 2019-02-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Caliber Home Loans, Inc.
State: CA

Complaint narrative:
Since my loan was transferred I have been making every effort with Caliber to help me apply for disaster assistance, I was impacted by the Woosley Fires, and my area was declared to be in National Disaster are in XX/XX/XXXX. Caliber told me that because they did not have the disaster assistance application I could no longer apply for it. I submitted the application to the previous servicer, but my loan was transferred while in review. Caliber informed me that they did not have the application from XXXX and that I could not send it in, it was too late - they would have needed it from the servicer. I lost a good amount of time because caliber did not have my loan information for 1-2 weeks after the transfer, but still refused to postpone my sale date until they did have it. Luckily, the initial sale date for XX/XX/XXXX was postponed bc of the XXXX hold, not bc of Caliber. So I applied for a modification, since they would not review me for disaster assistance. I submitted all the requested documents by XX/XX/XXXX. On XX/XX/XXXX I was told that they needed me to change my profit & loss and to send in a lease extension. I submitted the documents on XX/XX/XXXX. 
On XX/XX/XXXX Seterus, the previous servicer had finally sent Caliber my Disaster Assistance application. 
I called XXXX on XX/XX/XXXX to advise the agent that I submitted the additional requested documents which should complete my modification application & enable me to have the sale date postponed, so that I can have my application reviewed for assistance. The response from Caliber was very concerning. I was told that they are extremely backed up and they dint know when they will be able to review the documents I submitted on XX/XX/XXXX, and that it may happen after the sale date, which he said would be unfortunate, but there is nothing he could do. Even though I submitted what I was asked to submit, they were too busy to get to it and it is actually the last day for me to submit any documents. This is not okay, I did what I was told to do and if Caliber is so backed up then they should postpone the sale date. 
I called almost every hour on the final day to submit documents, XX/XX/XXXX and my submitted documents, via email ( the fastest method ), were still not uploaded. There wad no one available to help me, I tried to escalate it & I was told that even if I submitted all my paperwork on time, to be reviewed for a modification, that the sale would not be placed on hold or rescheduled if they had not had a chance to review. I am given the run around and no options for any help, even after doing everything I was told to do, in order to be considered for assistance. On XX/XX/XXXX I was told to wait until XXXX to have an update for me, but that is only TWO days before the SALE date and they indicated they are so busy that there is nothing they can do about that. I also requested a reinstatement amount, which I never received and how can I reinstate if I wont have an update until 2 days before a sale.

Company response to consumer: Closed with explanation