Consumer complaint received 2015-04-27
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Application, originator, mortgage broker

Complaint:
Complaint against Wells Fargo ( WF ) XX/XX/XXXX Applied for a loan modification through WFXXXXXX/XX/XXXX Applied for mortgage assistance with XXXX ( XXXX ) XX/XX/XXXX XXXX approved my assistance & sent a Notice of Conditional Eligibility stating " XXXX is pleased to inform you that notice of your conditionally-eligible for the Mortgage Reinstatement Assistance Program ( MRAP ) was submitted to your loan servicer. XXXX has determined that program assistance is only available if it is combined with a loan modification, provided by your servicer that helps you achieve an affordable payment that meets our Program guidelines. XXXX will maintain your conditionally-eligible status until Monday XX/XX/XXXX. Applications for benefit assistance that require a servicer loan modification must receive a final determination of benefits from XXXX by above date. " XX/XX/XXXX WF offered me a trial modificationI HAVE CONTACTED WF NUMEROUS TIMES REQUESTING THEY CALL XXXX SO THAT I CAN RECEIVE ASSISTANCE BEFORE THE DEADLINE & WF HAS NOT COMPLIED. I LOSE THE XXXX ASSIST WF DOES N'T CONTACT KYHC TODAY. 
TimelineXXXXXX/XX/XXXX XXXX sends notice of conditional eligibility to me & WFXXXXXX/XX/XXXX Spoke with XXXX at WF & she said WF has n't received my notice of conditional eligibility from XXXX but will make a note of it. 
XX/XX/XXXX XXXX XXXX XXXX at XXXX emailed me stating WF has not contacted them about the mortgage assistance. 
XX/XX/XXXX Called XXXX XXXX at WF ( XXXX ext. XXXX ) & left a voicemail to call backXXXXXX/XX/XXXX Called XXXX XXXX at WF at XXXX & left a voicemail to call backXXXXXX/XX/XXXX Called XXXX XXXX at WF at XXXX & left a voicemail to call backXXXXXX/XX/XXXX XXXX spoke to XXXX XXXX at WF & asked for an update on my loan modification. He said my file was inactive. I told I applied for a loan modification & that XXXX contacted WF & offered me assistance. He said he did not have any information from XXXX. 
XX/XX/XXXX XXXX at XXXX said they sent a letter of my conditional eligibility to WF on XX/XX/XXXX & they are waiting for their response. 
XX/XX/XXXX XXXX faxed a letter to WF addressing my concerns they have not contacted XXXX to discuss my loan modification & sent the XXXX letter to WF 's Loan Modification Manager at XXXX & XXXX. XX/XX/XXXX XXXX faxed same to XXXX at XXXX. 
XX/XX/XXXX XXXX faxed XXXX letter to WF at XXXXXXXXXX/XX/XXXX XXXX called XXXX XXXX at WF & left a voicemail saying I faxed the XXXX letter & to call back. 
XX/XX/XXXX Spoke with XXXX at XXXX & she said WF still has not contacted themXXXXXX/XX/XXXX 2:58 pm Spoke with XXXX XXXX at WF & he said WF will send me the necessary paperwork to take to XXXX if I am approved for a loan modification. 
XX/XX/XXXX XXXX XXXX XXXX at WF said I was approved for a trial modification. He said he has not contacted XXXX & all I need to do is send XXXX the WF loan modification info. 
XX/XX/XXXX XXXX spoke with XXXX at WF ( XXXX ) & told her XXXX has contacted WF & offered me assistance & I am concerned WF has not responded to them. Told her XXXX assistance expires XX/XX/XXXX. She said she can not help as she is not in the hardest hit group. She tried contacting manager XXXX but can not reach her but would email her & ask her to call me on my cell. She forwarded my call to XXXX & I left a voicemail at XXXX about my concerns, requested she look into my account, contact XXXX & call me back. 
XX/XX/XXXX XXXX called XXXX at WF ( XXXX ext. XXXX ) left another message expressing my urgency & requesting she look into my account, call XXXX & call me regarding the loan mod. & mortgage assistance. 
I have contacted WF numerous times requesting they contact XXXX before today 's deadline XX/XX/XXXX. WF has not complied. WF manager XXXX wo n't call me back. I am afraid I will lose my XXXX assistance.

Company response to consumer: Closed with explanation