Consumer complaint received 2020-03-26
Company: WELLS FARGO & COMPANY
State: VA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I am filing a formal complaint for Wells Fargo not doing their due diligence. I have submitted, filed, touched base with, been in contact during my forebarence period and now loan modification process. The forebarence period was handled appropriately with some communication issues with my preservation specialist XXXX XXXX, who would not leave messages and or not call me back after I would call to touch base and would not answer my emails. I got through it by speaking to other specialists. However, I firmly believe that because Of the lack of effort on XXXX part, including email, phone messages, or returning calls, has resulted in my case being neglected, misconstrued, and ultimately dismissed and disregarded as of today the permeant loan modification process I applied for on XX/XX/XXXX. 

XXXX XXXX home preservation specialist originally spoke with in XXXX for forebarence but since can not get a hold of her and she fails to leave messages if she does call. I have not spoken to her directly since roughly XX/XX/XXXX and it was only in regards to the forebarence that Ive spoke to her directly. I filed for the loan modification through another specialist on XX/XX/XXXX ( unknown name ) but very helpful after I called for an update and where to go from there. I was informed XXXX documented she attempted to call but did not leave messages nor did she email me which I have emailed her asking direct questions that were ignored. I left messages for her and was never given a phone call back that resulted in touching base. 

Another preservation specialistI do not recall her name I spoke with XX/XX/XXXX after receiving a message from XXXX that she needed me to call her which I did and did not get to speak to her on XX/XX/XXXX. this is crucial to my case as my review was not documented properly and or handled appropriately after speaking with the specialist on XX/XX/XXXX. 
I was informed on XX/XX/XXXX by this female specialist, there had been an offer made to get my loan current by the underwriter that would reduce the amount monthly and adding to the end of my loan and making the term 40 years. A flex mod? I was asked if I accepted this Offer and I stated no that I could not afford this and wanted to proceed with my documents for the review. I was told by this specialist this offer was not based on my financial documents submitted for a loan modification, it was solely the underwriter noticed my loan was not current and sent this offer to catch it up but that if i did not agree that my loan would still be under review and the final decision would come in the next week or 2 based on my documents submitted. I was assured that as of XX/XX/XXXX my loan was still under review as I did not accept the offer and wanted to continue with my review process based on my information provided in hopes of a permanent loan modification possibly lowering interest and or other things i could possibly qualify for under XXXX XXXX, original close date XXXX XXXX. I was assured my file would be updated and this offer was off the table and Was still protected from foreclosure based on being under review still and awaiting final decision. I was assured after I asked multiple times that my original preservation specialist XXXX would be updated that I had filed on XX/XX/XXXX for this loan modification and wanted to continue to await the final decision based on my documents submitted and called to say I did not accept the flex mod presented on XX/XX/XXXX. ( she had left a voicemail for me during the conversation with the current specialist, this is 2 weeks after my application being sent in and all documents on file for loan modification, letting me know the forebarence period had ended and my loan was at risk for foreclosure. ) she did not even realize I had already done my due diligence by following the steps I needed to do with no thanks to her guidance and disregarded emails, phone calls asking for a response to my many questions I had prior to XX/XX/XXXX. I ended this phone conversation that was an hour long on XX/XX/XXXX ( My home is my priority and I want to ensure the proper steps are being taken to protect it and am very thorough with multiple questions and asking for documentation to be done on certain crucial points to the phone call since its not my preservation specialist as well as confirming every detail and what to expect next ) with the confirmation that my loan was under review, the offer on XX/XX/XXXX for flex mod was declined, and I wanted to await the  final decision for a loan modification based on the documents I submitted for this purpose. I was told to expect a letter with this flex mod offer dated for XXXX and i didnt need to do anything with it since I had spoken with her and confirmed I did not accept this and wanted to continue with the loan modification process based on my financial documents. I was told I would hear something in the next couple of weeks on final decision based on my documents once reviewed. I wasnt promised anything would change but I was well aware the offer presented to me for the flex mod was off the table and I was in agreement to that and wanted to wait for the final review. 

I received a phone message from XXXX XXXX on XX/XX/XXXX asking to return her phone call and apologizing for delays due to the pandemic. I did attempt to call back XX/XX/XXXX, and once more, but assumed maybe the pandemic was the cause of not hearing back. 

When I called today XX/XX/XXXX and could not get ahold of XXXX I did not leave a message I asked to Be connected to anyone other loan specialist available, as Ive had to do this every time anyways, to see if there was any update on the final decision or if there was anything else needed. I also asked for XXXX to be updated i tried to make contact again. 

XXXX XXXX home preservation specialist i was connected to today XX/XX/XXXX which has led me to file this formal complaint after 1 hour phone call which ended by her rudely hanging up on me and not attempting to even call back. She informed me the final decision had been made on XX/XX/XXXX and I did not get back to them in time by XX/XX/XXXX to state otherwise and she proceeded to ask me for legal documents for the title to be changed to my married name since the loan was modified! I was flabbergasted. I went through everything with her, she verified I was correct about declining the offer, dates, and I did everything right and reached out to an underwriter to see why this decision was made. After speaking to the underwriter she informed me that no loan modifications are being reviewed, only forebarance at this time and I could apply for that if need be. She stated XXXX left a note in my file that she contacted me before the deadline to see if I accepted the offer and just wrote called and did not leave message. I HAD ALREADY TAKE.N CARE OF THIS ON XX/XX/XXXX and this was completely negligent on her part. I then was told I am not under a review anymore and she refused to help make this right by putting in the proper code for loan review? Since it had not previously been documented appropriately according to her, only notes were put in for XXXX I assume meanwhile nothing got done nor anything I was assured and verified numerous times was done did not happen which was update the file, decline the offer, and proceed with my documentation submitted for the loan modification review. ( Again I was told the review had not been completed and this was just an offer based on my loan not being current and I did have the choice to continue my original application process and await the final decision based on the application information I submitted. At this point I am still calm and respectful and thanking her for her time and ask her to help make this right and ensure that its changed based on the fact she agreed and read aloud everything I am stating from the XXXX phone call. She stated that she had already deleted my loan modification since they would not review it anyways and I could go under the forebarence since we are affected by the coronavrus ( recorded convo- I stated numerous times i didnt want to go that route I wanted my loan process to be reviewed with my financial info and not reflect that I agreed to this flex mod which clearly stated I DID NOT! She said she already changed it and I could call back tomorrow to speak with someone and my underwriter would be there that who she spoke with was not mine! I said so Im under forebarence until XXXX and only because they will not review my application for the loan modification as previously planned only because of the corona and she stated no it was becuase it was documented I accepted the loan offer for flex mod! She said I could reapply in XXXX for one and that oh by the way I needed to apply for another forbearance now since she changed my file to me asking for one!!! I asked nicely for her to help fix this and she hung the phone up on me and that was it. I am completely heart broken, in tears, angry and upset, I feel my assets are at risk even though Ive done my due diligence, Im doing everything asked, I dont feel secure, my voice is not heard, my questions arent answered, and this is the most important thing in my life not to lose especially after it being a year that we could not live there for toxic mold and remediation. Please help me. Please help make this right! I dont know what else to do! 

XX/XX/XXXX applied for loan modification and submitted all financial and necessary documents for review after being in a forbarence period approved for 6 months prior. I called on this date to let Wells Fargo home mortgage know my financial situation was a permanent situation and needed to apply for a loan modification. My loan is with XXXX XXXX and it was closed on XX/XX/XXXX.

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