Consumer complaint received 2016-05-05 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Caliber Home Loans, Inc.
State: NJ

Complaint narrative:
In XXXX, my mortgage server was XXXX XXXX. They sent me literature on the XXXX modification program, I filled out the application and was approved for a modification. My payments were {$1500.00} a month and was reduced by {$250.00} dollars. I successfully paid on time per the guidelines on the modification. Six months later, I received a letter from XXXX XXXX stating that my modification was denied for a permanent modification, and the reason i was denied was because my monthly income exceeded the guidelines. Then, XXXX XXXX sent me a letter indicating that my payments that were made during the modification were considered 'incomplete '. I was charged late fees, penalties, etc. A week later I received another letter from XXXX XXXX demanding that I pay the amount owed during the modification trial period, which exceeded {$5000.00} dollars. I reached out to XXXX XXXX and asked them to work with me. Unfortunately, I was informed that there was nothing XXXX XXXX could do for me. I then reached out to an attorney, XXXX XXXX, and inquired an alternative to foreclosure. XXXX XXXX, explained to me to reach out to the Lost Mitigation Department at XXXX XXXX. To see if there was anyway they could work out a plan with me to repay my debt. Which I did, to no avail. I then recontacted XXXX XXXX and explained the situation to him. XXXX suggested that I file a Chapter XXXX Bankruptcy, which would put a hold on my foreclosure and give me an opportunity to repay my dept to XXXX XXXX over a five year period. I filed for Chapter XXXX Bankruptcy in XXXX. My payments were {$420.00} a month which i successfully completed over the five year period. However, during that five year period I fell upon a hardship and lost my job, which caused me to make partial payments to XXXX XXXX during the five year course of the Bankruptcy. However, I made all my payments on time to my trustee. During the bankruptcy I was in contact with my attorney in regards to my situation. 
In XXXX, XXXX XXXX transferred my mortgage to Caliber Home Loans and I was notified by mail of the transfer of my mortgage. I then received a welcome letter from Caliber informing me that my mortgage payments should be mailed directly to Caliber after the XXXX of XXXX. I reached out to Caliber respectfully requesting my mortgage coupons so I could make my payments in a timely matter. Caliber Home Loans never sent me my mortgage coupons. A week later, Caliber started the foreclosure process on my home. I then reached out to the XXXX XXXX and I was directed to a company called XXXX. XXXX submitted a modification to Caliber in XXXX of XXXX. I was in contact with XXXX and Caliber Home Loans in regards to my modification application. Caliber informed me that they never received my application from XXXX. I then reached out again to XXXX and explained to the counselor that Caliber informed me that they never received the application. Shortly after my conversation with XXXX the XXXX resubmitted my application. I followed the instructions that were given to me and stayed in direct contact with Caliber Home Loans as well as XXXX. During that time I was employed and my application for modification was denied once again because my income was 'too much '. XXXX XXXX XXXX I lost my job. In XXXX I started receiving my unemployment benefits. I stayed in contact with Caliber the whole time that my mortgage was in their hands. In XXXX XXXX, I spoke to an agent from caliber and explained my situation again. I still did not receive my coupons from Caliber. I was then informed to submit a letter and request Caliber to send me my mortgage coupons, so i could start making my payments. I have records of Caliber receiving all the documentation. Now I 'm in contact with a certified XXXX councilor in an attempt to resolve this issue and save my home.

Company response to consumer: Closed with explanation