Consumer complaint received 2017-08-28
Company: WELLS FARGO & COMPANY
State: LA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
This is my second complaint that goes in addition to my 1st one.

This is what I sent Wells Fargo today.

To whom it may concern,

I find it very concerning and very upsetting frustrating that I get off of the phone mind you 25-30 minutes ago with one of your corporate representatives from you home mortgage department named XXXX XXXX ( spelling not sure) he proceeded to tell me that there is no record of me making any complaint, phone call, inquiry or what have you about concerns about the details of my loan modification and partial payment agreement or it affecting my credit. See email below that I wrote in XX/XX/XXXX to your corporate office. It clearly states I had concerns about my credit. 
XXXX also proceeded to make me out to be stupid and dumb by asking " well if you were worried about your credit the first time why did you do another modification". The point is I'm not dumb nor stupid. I thought your program was to help people not make their situations worse, oh the last time I read " The Make Homes Affordable" program (  HAMP) wasn't designed to be run like this. Your people did not do their due diligence and follow through.  You and  I both know you micro-film documents and you don't just happen to miss recording conversations as XX/XX/XXXX pointed out that there were phone calls that weren't recorded. He asked me if I had the name of my other rep who handled my XX/XX/XXXX modification her name is XXXX XXXX ironically her and XXXX XXXX both worked on it there could have been others as I was bounced around a lot. In XX/XX/XXXX he was out time and time again for military duty. 

I have also repeatedly asked for copies of all the documents concerning both modifications and payment agreements I have yet to get them. 

I also have proof where I have complained to the CFPB about the same issue so obviously this was not a dead issue nor resolved. XXXX asked me now why I decide to bring this up now well I don't have to justify myself you nor him but since it was brought up and " recorded"  I want to sell my home and purchase another one and can't, tried to several times thought this would go away and it hasn't. Your people need better training, and need better communication skills because they obviously  don't know how to make easy on anyone.  I don't want a monitory resolution out of this I want my credit corrected and your people to recognize where your at fault. As I shared with XXXX you are being sued for this very thing. I reiterate I don't want monitory resolution but Someone would be willing to try for it based on the info and knowledge I have, and all of the trouble I have gone through, and your people giving me the run around, I can't qualify for a home loan, what's that going to do to my child when she needs to go to college. Oh and I might add my grandmother has fallen victim to your account scandal she was paying on an account for a year until one day last month she receives a notice in the mail shes delinquent. And come to find out you all stated to her her account was cloned, someone again didn't do their due diligence.  I need a phone call from the corporate office by the end of the day to resolve this matter.





XXXX XXXX


Begin forwarded message:

From: XXXX XXXX  
Date: XX/XX/XXXX at XXXX XXXX CDT
To: XXXX XXXX 
Subject: Fwd: Mortgage Loan Modification



XXXX XXXX


Begin forwarded message:

From: XXXX XXXX 
Date: XX/XX/XXXX at XXXX XXXX CDT
To: "XXXX XXXX>, "XXXX" , "XXXX" , "XXXX" , "XXXX" , "XXXX" 
Subject: Mortgage Loan Modification

Loan # XXXX 

Greetings,

Hello, my name is XXXX XXXX XXXX. Im one of your customers, and I was hoping to speak to XXXX XXXX or anyone that can help, because Im really getting frustrated with not  getting a problem resolved, and I know that your company doesnt want me to feel that way.

I started the Loan modification process in XX/XX/XXXX. I'm very grateful that Wells Fargo has provided me with this option for help. My husband and I fell on hard times when I was laid off from my job two years in a row. We were hoping this would give us relief from the stress of trying to jeep up and help us start over once I was working again. I successfully made my 3 trial payments. I expected to receive my documents in the mail shortly there after. It is now XX/XX/XXXX going on one year from when this process started, My case unfortunately was victim of a Wells Fargo computer glitch. I do check on the status periodically and do get the run around I have continued to make my tail payments through this time I have made 9 payments to be exact of $XXXX. I was told last month I would receive my documents within two weeks of XX/XX/XXXX, and no documents. I just got off the phone today with my Loan Preservation Specialist (who is temporary, XXXX XXXX is my original Loan Preservation Specialist)  I explained to her that what she was telling me was the same thing I've heard through this whole process without any resolution. She was very snippy and condescending. I explained to her that this is damaging mine and my husbands credit the longer Wells Fargo tries to resolve their system glitch.  I'm writing this letter in hopes that you can help resolve and expedite this matter. Thank you for your time and I hope to hear from you soon.

Kind Regards,

XXXX 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 non-monetary relief