Consumer complaint received 2018-04-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Caliber Home Loans, Inc.
State: MA

Complaint narrative:
I recently submitted a complaint asking for answers and none of my questions were a addressed. Instead I received a letter which was a basic review of what I wrote and a recap of my history with Caliber. I want to know back in XX/XX/XXXX when I first contacted a single point representative and ask for help regarding a payment that was returned to do a problem I'm having with XXXX XXXX. At that time I submitted proof by uploading a letter from the manager at XXXX XXXX and took it a step further by initiating a conference call with myself the branch manager and a Caliber representative. All Calibers phone calls are rerecorded so this call can be reviewed. The phone conference call took place the same day the letter was uploaded. If you look at the documentation submitted in XX/XX/XXXX you will see the letter. 

I want to know Back in XX/XX/XXXX when the bank held my money for over a month and I contacted Caliber for help ... .. 

> Why would a representative advise me to do a modification knowing I was not qualified if according to what you stated in your answer that my loan could not be mortified because it was less than a year since the last notification >When the modification was denied, why was I told to appeal knowing under your terms it was less than a year since the last modification and again based on your policy I did not qualify?. 

>In your answer you state, that my debt had exceeded my income. that was impossible because with assistance from my Hud counselor I have less than a XXXX dollar monthly expense which allows me XXXX to pay on my monthly mortgage. 

> Loss Mitigation said there was no significant change in income with regard to the appeal ... .. That is 100 % in accurate, the reason for my appeal was to based off that missed calculation which put my monthly income payable to my mortgage at XXXX. A XXXX dollar increase is very significant according to the manger XXXX who I engaged in a 2 hour conversation. who promised to assist me with a repayment plan although I didn't qualify for one due to the misinformation information provided to me in the beginning which could of saved me from all this aggravation that ultimately led to foreclosure. I quote I asked her if we could use this conversation down the line and she said yes,,,,, PLEASE LISTEN<<<< because my plan is to have a judge listen to my conversations, This predatory loan originally from XXXX XXXX has been a nightmare ... 

Why was I reported to the credit Bureau 14 times when I was in litigation with this predatory loan 2 years ago????? 

>I was told not to let the account go over 120 days, but I wasn't informed that I could no longer make a payment over the phone or by computer which is what caused me to go over by 1 day? If I had these privileges taken from me why wasn't I informed ... Its like you do these things in efforts to make us fail. Why was I not informed???? 

>why was I told that there would be an exception on XX/XX/XXXX and the payment would be taken, but not note the account of the exception?? 

> you also say that I was sent a letter to cure the loan dated in XX/XX/XXXX., but I clearly have one sent out to me in XX/XX/XXXX? can you explain that? 

> Your apologizing for the rudeness and the attitude given by your reps but how can we have a prosperous conversation and how can I expect true and forth coming advise when someone is basically talking to me like your garbage ... I have a video of my sister filming my daughter while I'm engaging in a conversation with XXXX on speaker and my sister basically stops in her trap as she hears how rude and ignorant a supervisor named XXXX is speaking to me. I hope I can let you hear how horrible and disgusting he is to me, when I ask to speak to his manager he flat out told me NO ... I told him I want this conversation reviewed and he told me No .... 

I as a customer look for help advise and assistance from your representatives but your allowing them to misguide, withhold and misinform us as customers which has severe impacts on us and you don't hold them accountable. I'ts not right because I have to look to Caliber for the answers and not being truthful or withholding info puts customers like me in a position to lose their home,,,,, which is exactly what is happening ... 

If it's your goal to mislead and guide customers into foreclosure I say this because there are over 3000 complaints against you and 800 have to do with your reps and misleading customers ... .over 600 with customer service. 

I'm hoping The CFPB will take the initiative ti look into the way your reps are talking and treating customers it's as if they want to deter them from seeking help and having options. 

Please do not apologize again for " if I feel that I was mistreated by your reps,, '', BECAUSE THE BOTTOM LINE IS I HAVE< ITS FACTUAL AND THE PHONE CALLS THAT ARE RECORDED PROVE JUST THAT ... .please listen to them .... I wish I could request that they be sent to CFPB, > you say that I was not given in accurate advise or information well please answer the above questions ... If your goal was to take my home from my children and I,, you can reward your reps because they are doing a great job. my home that! worked 15 years to keep is now in foreclosure,,,

Company response to consumer: Closed with explanation