Product: Mortgage

The XXXX is facing financial hardship and reached out to Wells Fargo for assistance. There was a set sale date for XXXX which they were aware of so on XXXX a modification package was sent to Wells Fargo. ( Please see attached as we will be faxing in this complaint to your institution. ) On XXXX the " re-entry team '' stated they received the docs. 
On XXXX XXXX with the " re-entry team '' stated they were looking for a decrease in income. She stated they " will not assist unless there is an decrease in the home as the payments were affordable in the past. '' There was most definitely a decrease of income as XXXX XXXX went on XXXX and had yet to receive ANY XXXX income. 
On XXXX XXXX with " re-entry '' stated they will not open the file for review as the homeowner needs to show a decrease in income and already makes enough to afford the home. 
A week later Wells Fargo contacted the homeowner and has stated that he needs to get a package in for review. The package was complete and sent in XXXX, so it was very apparent there was some confusion as to what was going on within Wells Fargo. Wells Fargo contacted my office and stated the same thing. We had already submitted a complete file. The SPC sounded unsure because he " saw '' that we had submitted a file. He stated this info was per the " re-entry team '' On XXXX our office called Wells Fargo EXECUTIVE OFFCE and spoke to XXXX. We went over the concerns and instead of assisting she stated she wanted to transfer the call to the SPC. The SPC clearly did n't know what was going on and the reentry team already stated they would NOT reopen the file. XXXX stated the decision stands, the prior review indicated the homeowner made too much income. She refused to open an inquiry. 
Today I contacted Wells Fargo executive office again. The first rep flat out refused to do an inquiry to review the file. She was extremely rude and it was obvious she did not want to assist the homeowners with this issue. I had to call a second time and XXXX XXXX stated he will open the inquiry to see what is taking place. He stated that the reentry team is requesting proof of XXXX XXXX XXXX. She just obtained this income very recently. If the re entry team already stated the homeowner made too much income, it makes no sense why they want to see this new income which will only give the homeowners more money when the payment is already " affordable. '' Our issues are as follows- Was the file incorrectly reviewed the first time? XXXX XXXX very clearly has a hardship. Is our office and homeowners receiving incorrect information? Please see attached package that was initially sent in which indicates that XXXX XXXX only brings home XXXX gross and XXXX net.He has XXXX left over after the mortgage for bills, food, gas, medical for his wife, etc. He clearly has a hardship. Please review a letter from Wells Fargo asking for more information dated XXXX. We are demanding the sale date for XXXX be postponed or the XXXX will assert their legal rights and move forward in XXXX XXXX naming Wells Fargo as a defendant. The number of times our office /the XXXX have called Wells Fargo should extinguish ANY opportunity to excuse Wells Fargos behavior.