Consumer complaint received 2017-05-08
Company: WELLS FARGO & COMPANY
State: CT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Due to a medical hardship within our family, on   XX/XX/XXXX   at  XXXX  ET, I contacted my mortgage servicing company,  Wells Fargo Home Mortgage (  phone #  XXXX  ), to inquire about a possible loan modification. During this call, or possibly shortly thereafte r ( not sure which call ), I was instructed by a Wells Fargo representative to " stop making mortgage payments '' while the modification was in process, even th ough my loan was current at the time.     Customer Service phone recording : XX/XX/XXXX  @  XXXX   ET for 2  8  minutes.    SPOC p hone recordings :   XX/XX/XXXX   @  XXXX  ET for  2  minutes   XX/XX/XXXX   @  XXXX  ET for  11  minutes   XX/XX/XXXX   @  XXXX  ET for  16  minutes.     On   XX/XX/XXXX ,  the loan modification was approved w ith 4 tri al payments, scheduled by the mortgage servicer, to begin on   XX/XX/XXXX .  This scheduling, plus the instruction to 'stop making payments ' in   XX/XX/XXXX  , put my mortgage payment status in to 90+ days past due. I passed the trial by making all scheduled payments on the due date for each an d I have continued to make payments ever since, including on   XX/XX/XXXX  , for a total of  6 pa yments since the trial period began on   XX/XX/XXXX .      My loan modification agreement included a letter with strict instructions from  Wells Fargo to await notification from a Wells Fargo notary, who would bring the original copies of the agreement to be signed at a mutually agreed time and place. Despite repeated e fforts by me to get this scheduled, the notary never scheduled a time or place to sign the mod agreement, which was due on   XX/XX/XXXX . F ollow-up email messages to my SPOC seeking resolution went unanswered.     During this entire period of time, I received online statements fro m Wells Fargo detailing all mod payments and showing my account as current, including a reduction in my unpaid balance. I had no idea that there was an issue with this mod until on   XX/XX/XXXX , wh en I received a certified letter from Wells Fargo  dated   XX/XX/XXXX   indicating that your loan is in default for failure to make payments due with total past due payments of {$14000.00}, despite a total of {>= $1,000,000} in payments being made to  Wells Fargo by  me since   XX/XX/XXXX .      I immediately calle d Wells Fargo  customer service  (   XXXX  ) on   XX/XX/XXXX   @  XXXX  to discuss this issue. My call was promptl  y forwarded to the SPOC for this loan mod, who claimed she no longer was servicing the loan and that there was nothing she could do to help. The SPOC transferred my call to her Supervisors voice mail box, where I left a lengthy message pleading with the Supervisor to return my call to discuss the issue. No attempt has been made by the Supervisor to make contact with me since I left that message over two weeks ago.
My case has been referred to an 'executive ' at Wells Fargo who told me that t  his issue will take " weeks to resolve ''. I find it hard to believe that the owner of my loan would prefer to foreclose on a loan that was approved for a modification, passed the modification trial and continues to meet agreed modification payments than to simply close this mod as previously agreed. I would also like fo r Wells Fargo to contac t all credit agencies to reverse all damages to my credit rating due to their poor handling of this loan modification. Thank you.

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 non-monetary relief