Consumer complaint received 2019-06-23 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: Caliber Home Loans, Inc.
State: WA

Complaint narrative:
Ive been working with my mortgage company, Caliber, since XXXX to modify my home loan due to an increased burden on my budget for a situation Ill describe below. During the process Caliber advised I stop making payments to show a need for modification. I spent weeks making sure they have the correct paperwork, cancelled my autopay, and spent hours on the phone with their single point of contact reps. They approved a modification in mid-XXXX   and the new payment would be due for XXXX, approximately {$50.00} less than my existing payment per month. I sent all the docs back to them, signed and notarized, confident and happy that the process was finally over and I could move forward. 

I noticed that my check hadnt been cashed so I called in early XXXX. I was told the documents and check were received late ( held up in the mail or at caliber? ) and I was told the loan modification offer had been cancelled by USDA. I was extremely upset, honestly panicked, and spoke with several people that day including someone in upper management named XXXX XXXX. He was very sympathetic to the situation and assured me that he was working directly with Calibers VP, who was personally aware of my situation, to either redo the loan modification or find out if USDA could make an exception ; XXXX said to call him back in a week and noted he would be in touch. We spoke a couple times on the phone since he gave me his direct number. Weeks went by and I couldnt get my calls returned after leaving several voicemail messages. As advised by Caliber, I  continued to not make payments during this process despite being concerned about how it would likely affect my credit. Ive talked to reps via the single point of contact number and sent secure messages through the website. I hadnt heard anything for weeks and was extremely anxious and worried. The last rep I spoke with, on XX/XX/2019 ( after leaving another voicemail for XXXX that day ), assured me that the loan was being modified and was with the underwriters ... apparently the rep got in touch with XXXX or reviewed his notes in my file. I was temporarily reassured and have been patiently waiting, trusting that Caliber was doing everything correctly and in my best interest. 

Yesterday I pulled up to my house and found pages of foreclosure notices taped to my door. The legal jargon and threats of foreclosure are difficult to interpret and there are numbers to contact, but Im totally confused how it got to this point and overwhelmed trying to figure out how to navigate solving the issue. I dont know what to do and am lost as to how to correct this since I cant get any info from Caliber. My understanding, according to the paperwork taped to my door, is that I need to pay my back-owed payments, approximately {$9500.00}, in the next 30 days, in addition to new fees they are assessing in the amount of approximately {$1100.00} ( which in itself is fraudulent in my opinion ). This is an excessive financial burden as a single mother at this time as I am also currently paying an attorney thousand of dollars for legal issues to help my children due to abuse and neglect by my ex husband, their father - we are still in the middle of a legal battle and I expect I will owe my attorney at least another $ XXXX before the end of the year. Ive always made my house payments in a timely manner and never defaulted until I was told, by Caliber, to stop paying during the process this is now a nightmare. The irony is that I wouldnt have been expected to pay a few months of payments had the loan modification gone through and finalized, so some of what theyre saying I owe is money that wouldnt have been due when I started making my new payment on the modified loan. Additionally, I sent a check with the signed paperwork that should have been cashed as the initial payment for what would have been the new loan. It has not been cashed at this time. 

I need assistance and guidance as quickly as possible please. Thank you.

Company response to consumer: Closed with explanation