Product: Mortgage

Complaint Print XXXX/XXXX/XXXX, XXXX Case number : XXXX Wells Fargo Bank said : Explanation of closure `We received a complaint from our customer XXXX XXXX , regarding request for payment assistance. We reviewed the account and determined on XXXX XXXX, XXXX, we completed a review of the account for payment assistance and were unable to approve payment assistance options based on the documentation provided. We were unable to create an affordable mortgage payment that still met the requirements of the programs. The account is past due for the XXXX XXXX, XXXX, monthly payment. We have been unable to contact the customer and advised of our findings. Please review the attached resolution letter for additional details.` Response We have been unable to establish contact with XXXX XXXX to discuss the correspondence. We require additional time to complete our research regarding XXXX XXXX 's account concerning retention assistance. 
WHAT HAPPENED Describe what happened so we can understand the issue ... 
It all started when I refinanced and got a line of credit ( XXXX ). About four or five months into that readjusted loan to 6.5 % I realized I 'm responsible to pay property tax to the county. I went back to Wells Fargo and specifically asked for a refinance because I want to roll my property tax in with the loan, because they are set to be paid 2 times a year. They said no. This was while Wells Fargo was buying Wachovia, with whom the loan was with originally. That became a quest for me, to try and convince them. I was happy to see the government has started taking a notice towards helping the consumer. They brought in the re-modification program, and the interest rates went down by half of what I was paying. I approached them and asked to be a part of that, and they said no, in short. One thing led to another and I was unemployed, trying to find a job. I was also doing freelance work and anything else that would come my way, but the bank was not happy with the numbers. From XXXX until as recently as 1 year and four months ago I was trying to refinance. 
I had to reach out to someone eventually which was HUD. HUD in turn advised me to reach out to XXXX a consumer financial consulting company. I was specifically in contact with XXXX XXXX via email and phone calls. She ran my credit score, which was in the upper XXXX at that time. She sent me a copy of the credit report. We conferenced a call into Wells Fargo 's Home Preservation Program. From the conversation with the Home Preservation, XXXX is the one who called them with me on the line, they asked for my tax returns for the last two years, and my bank statements for both the business side as well as the personal side, which I provided. From that point on, XXXX XXXX XXXX from XXXX, and myself were in contact with XXXX from the Home Preservation Program in IA. A deluge of paperwork and letters, all automated from the bank was the next thing that happened. I 've never seen anything like it and it was overwhelming. I worked with XXXX a lot to get through this while still trying to manage my own life. I was then advised by Wells Fargo through the Home Preservation Program, that they do not respond to emails but that I could submit my paperwork there. They did confirm the receipt of all documents I sent through email. For the first four months XXXX XXXX XXXX was conferenced on all calls I had with Wells Fargo. IN XXXX I managed to land a contract and salary with a company. I sent the contract to Wells Fargo to show that income was coming in again. I again asked for loan modification. They then let me know my contract was not included in communication to the underwriter, and I was given no reason to justify this. They also continued to withdraw money from my account. They said it was too late to include it and that they could not send the pape