Consumer complaint received 2019-09-19
Company: WELLS FARGO & COMPANY
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I contacted Wells Fargo initially some time last year to apply for a deed in lieu on my home. That ended up timing out, because I was not able to find the right personnel at XXXX XXXX to help me. I then reached out to the president of XXXX XXXX who graciously took his time to personally email me and then connected me with an executive who has been tremendous in trying to help me get this deed in lieu executed as they hold the second mortgage on my home and I needed them to sign off on accepting XXXX as payment and waiving any deificency. Since I had ran out of time the last time, I made sure I knew the exact process and exact people to talk to at XXXX this time. Turns out that did not matter as Wells Fargo has now as they have to me in the past -lied and not worked with me at all-they just drag their feet-take days to respond unless I incessantly email and now my extension from XXXX expired on the XXXX. I have been working with if you would call it that with XXXX XXXX at Wells Fargo- I have emailed her multiple times regarding this- i attempted calling once or twice but my calls were not returned and she seemed to at least respond to an email and with my schedule that worked anyway so that became our main source of correspondence. I applied for a deed in lieu and got approved. I only needed to get XXXX to furnish a letter stating they would acept the XXXX on a mortgage that holds a current balance of around XXXX and some change and that they would waive any deficiency-I supplied that. I was also told to vacate the home by XX/XX/XXXX-Me and my XXXX children left the house by XXXX XXXXthey sent me deed in lieu papers-in which they stated if I vacated by XX/XX/XXXX I would also receive relocation funds of $ XXXX.I did not understand why it was taking Wells so long to get the bids for final inspection. I kept emailing XXXX and kept getting the run around telling me she " escalated '' it though she told me this and then said the same thing a month later. I then asked her what it was for and she said bids to remove anything garbage and debris left- I had my house clear- i even hired a guy to help me clear out all the stuff. I kept emailing her as i was concerned because i had vacated on XX/XX/XXXX I was no longer aloud on the property and there the house sat-still waiting for the final inspection-there is an empty lot next to it, behind it and on the other side is a vacant house with workers and dumpsters at it- I wanted my house inspected when I left it in the condition I left it- I even scrubbed out my entire fridge and bathtub. I did not want to leave my house in bad shape for me or my neighbors. I kept getting the run around there too. Now when I saw the expiration on XXXX letter was expiring I reached out to XXXX eagain who then suggested i get a 30 day extension that is all I would need-XXXX  thank God did-but if I did not reach out to XXXX she had and never has had any concern to my outcome. i have constantly been chasing XXXX around like I am her babysitter to get an answer sometimes waiting 3-4 days for a response-her answers are always the same - '' I wasnt in the office '' " I am escalating it '' etc. My last email was my concern that XXXX  already extended it and it expired on the XXXX and they still had not sent the check-her response ( since i emailed her on the XXXX ) was XXXX, it is the XXXX not the XXXX ( but the XXXX falls on a Sunday ) and the last time i checked that was not a business day. I pressed her for a tracking number as i have an email from her saying it was overnighted n the XXXX-I finally told her I need a tracking number it is insane that if they truly mailed it I can not get one and if not I need to speak to a manager-she then responded that due to my previous emails she escalated ( she must love that word ) me to customer care and someone would reach out to me? Well, no one has and it is now the XXXX 4 days after my extension expired and i am now in danger of my second mortgage being charged off and Wells foreclosing on me due to no fault of my own. I tried to do the right thing-with XXXX kids it would have been much easier to stay there but I left when they asked -when last minute they were like no we need an address and a w4 ( though they had the documents for over a month ) and only asked as the deadline would expire- i furnished it -within hours-then they said no we need a 2018 one-I got that within 24 hours-I have done all they asked they have not held to their word once-they have no concern for me or my children- i fear they will never send the money to XXXX and i will never see my relocation funds I was promised. Here are the dates of all my emails to XXXX ( which I will print out and attach ) I hope I did not miss any as there were alot if it looks like you are missing one please let me know and I also attached a copy of the deed in lieu agreement- I also tried to reach out to an executive of Wells on XXXX because that is how I got to correspond with the president of XXXX but the guy at Wells ignored me and my message Dates of emails XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I also asked XXXX what debris was left there that they needed a final bid on she never answered the question

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation