Consumer complaint received 2018-07-09
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
I am in the process of being reviewed for modification my for my home which is also qualifies as a senior center in the XXXXXXXX XXXX XXXXXXXX. My loan is with Wells Fargo but being held in what is " The review period prior to being submitted for review '' so that documents are being requested from my up to 12 at a time to " consider me for a modification while the foreclosure process is still taking place with a sale date set for tomorrow XX/XX/2018. 

I purchased this home with a partner who died after we moved in and I have been struggling to make payments. They have never gone down, only up - which has nearly trippled from when I first bought the home with a predatory adjustable rate mortgage. 

I submitted complaints to the CFPB regarding the Wells Fargo requesting documents from me then 3 days later ( never giving me a deadline and forcing me to scramble to get documents from the IRS not knowing if they were sending me on yet another wild goose chase ) then telling me that it is too late to review any of the documents when I got them to Wells Fargo promptly over 12 items in less than 3 days.. Asking me for proof of occupancy from my contributor THEN telling me that even if I submitted proof of occupancy of myself and my contributor even after evicting the tenants from my property, the contributor who is my partner ( we live together and have for over 3 years ) his income would STILL NOT be included in our household income and so that Wells Fargo could disqualify my from being eligible for a modification. 

I received a call after filing my complaints from XXXX XXXX in the Office of Executive Complaints and she stated that she has received all of my complaints and is in the process of researching but has just begun and said that her final decision already has been that Wells Fargo will not consider me for modification or postpone tomorrows sale regardless of the damages and before taking the CFPB complaint into consideration. 

Wells Fargo does not respect what the CFPB stands for nor their process. When my complaints have come in, all that Wells Fargo has done is sent me letter stating that they have reviewed my complaints and come up with excuses to validate their behavior and even withholding information from me about my loan and what was required of me to complete the modification process. I have to guess what is needed and even then it is being ignored. I have witnessed some very unethical behavior on the part of wells fargo and several of its employees in the Office of Executive complaints and the collections department. Also within Home Preservations. They find struggling homeowners to be amusing and play a cat and mouse game with them while they watch their homes go into foreclosure. This is not a institution that should be issuing mortgages for homeowners not owner occupied homes where this is your largest financial asset, nor treating sub prime homeowners with loans from the great recession as if they are just another penny in their coffers. This is highly unethical and clearly the culture of this institution in every department for every product that they provide under the umbrella of " Wells Fargo ''.

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