Consumer complaint received 2016-03-18 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Caliber Home Loans, Inc.
State: MD

Complaint narrative:
On XXXX/XXXX/XXXX, I received a modification of my mortgage from XXXX Mortgage based on a medical hardship. I was approved for a loan modification under the Home Affordable Modification Program. New trial payment was to be {$810.00}. The first payment under this modification plan was due on XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX, the loan was transferred from XXXX to Vericrest Financial. On XXXX/XXXX/XXXX I received notification from XXXX that the loan was transferred to Vericrest Financial and that all my payments should be made directly to them. 
On XXXX/XXXX/XXXX, I attempted to make my first to make my first ( 1st ) trial payment & I was told Vericrest Financial had no record of my modification or new payment from XXXX. I was advised that not all files have been updated into the Vericrest Financial computer system and was advised to fax over my approval letter. I faxed the approval letter on XXXX/XXXX/XXXX to the attention of XXXX or XXXX, Modification Department. Fax number XXXX and XXXX XXXX/XXXX/XXXX I tried to make not only the 1st trial payment but I tried to make the 2nd trial payment and was told again, that there was, no record of modification from XXXX. My payments were denied and returned. Unfortunately, in XXXX. 
XXXX I was told by XXXX ( ID XXXX ) that I needed to resubmit a whole new modification packet to Caliber Home Loans. After numerous packets faxed, mailed and /or uploaded to Caliber Home Loans website and months go by, I received a modification in XXXX, XXXX. Because accrual of late fees, interest and expenses, the amount of the modification was well above what I was offered by XXXX prior to XXXX transfer of my loan to Caliber. I made all XXXX of this new payment and continued until it was impossible to continue with this high payment. Because of my medical condition and hoping for a different outcome, I once again started a modification packet before I fall too far behind in payments. I contacted Caliber immediately in an attempt to explain the situation and once again attempt a modification. I have again done everything Caliber has asked and again. I have submitted package after package to Caliber and have been told on numerous occasions that they need more information because of their inability to review the package timely. They continue to ask for updated information that would have been current if they reviewed the package when it is submitted. However, because of their lack of review when the package is received, the documents become stale & a whole new package needs to be submitted. It is extremely frustrating & there is no XXXX single person that is willing to assist. 
Caliber eventually began foreclosure proceedings and I requested mediation. 
After hearing the story and showing the correspondence regarding the prior modification approval from XXXX and then the unwillingness of Caliber to honor that modification amount, the Administrative Law Judge continued the mediation and the foreclosure stay was not lifted. I was given the opportunity to submit a complete package & come back to mediation to discuss it again. I did everything timely & a complete package was submitted. We again went to mediation and we were told at mediation, by a representative from Caliber, that the package was complete and that it would be reviewed by an underwriter. This was confirmed by the attorney for Caliber both before and after mediation. After the mediation was closed, a few days later I was advised again by Caliber that they did n't have all my paperwork and that I had to submit new paperwork. Caliber continued to give me the run around from when they began servicing my loan, the fees, interest and late charges have accrued to such a large amount that the debt has reached a staggering level. I have been attempting to work with Caliber on this for two years.

Company response to consumer: Closed with explanation