Consumer complaint received 2017-09-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Caliber Home Loans, Inc.
State: NY

Complaint narrative:
I want to express my frustration with working with Caliber Home Loans on trying to save my house in which it started on XXXX XXXX 2017.
They claim that its my fault that that my file has been dragging for years and that the debt has accumulated, in which they know every single document and explanation they have requested I had faxed over timely to them. 
This company kept requesting the same information over and over for years. Most of the time it was the same information that was just recently sent, and they claim that not only that they did not receive, in which I had confirmation of this. Sometimes they requested information that had nothing to do with my personal loan and debt with them. 
After years of being reviewed, they finally provided a decision of the loan modification. An approval that is only convenient to the investor of this mortgage. They approved me for an internal loan modification { which they called it } in which they required me to put a down payment of {$64000.00}, my question is, where did they come up with this amount, they know my bank does not have more that {$3000.00} on a monthly basis, I had enough to make a monthly payment to them, but not the down payment. 
In this agreement, they were also requesting all the money they had paid for taxes and insurance to be paid back as an added escrow for 5 years. They said this amount is due to no payment received for so long, when they know I kept working with them and they just kept adding more debt and more weight to this situation, when it could had resolved this issue years ago, and still they put me at blame for all this. 
When I asked if I can work with them regarding the down payment they just told me that this was the investor decision to do regarding my mortgage, there is nothing better for me, and if I did not make this payment, I would loose my house because they will keep processing the foreclosure, not only did I felt threatening, but they keep calling me everyday from XXXX XXXX trying to force me to make this payment if I wanted to save my house. 
I requested an extension because I did not have the money available, and begged them but they said that if the payment was not received by that certain date, they would close the file, and even if they received the payment, they could not guaranteed a loan modification because the investor makes the final decision. I tried to get an extension and told them that money was not in the account, and all they said was to make sure to send the money asap though what ever means necessary. 
When I tried to send in the down payment, I was asking a representative on how to make the payment because I did not have any agreement or proof where to send the payment, they advise me that they had send the agreement to me already. I asked for the address where they have send it, and they gave me the name of an attorney that I had never worked on my file, not only did they misplaced where they send the information, but they sent sensitive information to someone that to this day can steal information from me due to having sensitive information. I never worked with this attorney and do n't even know who it is, I do n't know how they obtain this information to be sent to them, because every piece of information, letters requesting documents, mortgage statements, foreclosure notices, everything was sent to my house, except this information of approval that was sent to this place I do n't know about. I personally felt that Caliber Home Loans did this on purpose to make sure I failed with this agreement, this way they can wash there hands by selling the house at an auction. They eventually sent out the agreement to me, but said to send the payment and it would not be a guaranteed that they would have accepted the offer due to being time sensitive, in which they are at fault, not me, but they keep blaming me. Now I have lost my loan modification. 
All I want is help, and to save my house where my kids have grown up, the house that I have worked so hard to maintain as a living space, my investment.

Company response to consumer: Closed with explanation