Consumer complaint received 2016-12-09 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Caliber Home Loans, Inc.
State: AL

Complaint narrative:
This my second complaint concerning Caliber Home Loans. Hopefully this complaint is premature, but I am sending it anyway. 
Briefly, I submitted a Loan Modification Application in XXXX, XXXX. Due to delayed written correspondence, the need to repeatedly re-submit previous documentation or submit updated/new documentation, and conflicting instructions and info, I had to file a new loan modification application on XXXX XXXX, XXXX, reciept of which which was verified by XXXX # XXXX. He indicated I would have a decision on XXXX XXXX, XXXX. My last conversation with Caliber occurred on XXXX XXXX, XXXX, when I spoke to XXXX, # XXXX. She indicated that no more documents were necessary and that I would have a decision on my new application on XXXX XXXX, XXXX. At to time has anyone indicated that the decision date of XXXX XXXX, XXXX was tentative. 
Today I call Caliber at approximately XXXX and spoke to XXXX XXXX? XXXX # XXXX, who advised that the application was still " in process '' and that there might be a decision today or a " it might take a little longer ''. I asked how much longer and he did not know. He said that that my application was received on XXXX XXXX, and that it usually takes XXXX weeks for a decision. I explained that no, I had been informed that my package was received on XXXX XXXX, XXXX ( it was submitted via email and I have a verification of receipt ). XXXX said he did not see that noted on my file, and offered no explanation of the discrepancy. He also stated that a decision might take longer because we are in bankruptcy. No one has indicated this to me in the past. 
We have lived here since XXXX, and want to continue to do so. It is our HOME. But due to my husband XXXX, our income has been reduced drastically for the last XXXX4 years and it is very difficult to make our mortgage payments in a timely manner. We filed Chapt. XXXX bankruptcy, trying to keep our home. We desperately need help, and thus my applying for a mortgage modification. 
My experience with Caliber has been the most frustrating experience in my life. Applicants can not speak to the underwriters directly. All information must be obtain through a Single Point of Contact ( SPOC ) person, who changes from call to call. Information is provided by them, then changes with no explanation, just excuses, if the discrepancy/change is even acknowledged by the SPOC. Correspondence from Caliber is still taking XXXXXXXX days from the date of the correspondence to the date it is received. 
I have diligently tried to correctly, and in a timely manner, do as Caliber has asked. In exchange, I have been given at the very least, misleading information time after time, and Caliber has not done as they said they would do. 
Due to our bankruptcy, foreclosure is not imminent, but once the bankruptcy is discharged, it is a very good possibility, if Caliber is unwilling to approve my application for modification. 
( Initial case CFPB case no : XXXX )

Company response to consumer: Closed with explanation