Consumer complaint received 2018-04-22
Company: WELLS FARGO & COMPANY
State: IA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I had lost job due to being injured on the job which left just my wife 's income which she is on XXXX and SSI. I contacted the morgage company right away when I was injured and explained to them what had happened which the person I had talked to at morgage company had sent me papers for hardship which then I was approved but before payment of {$25.00} a month until was able to go back to work or able to find another job which is part of hardship arrangements which would have been due XX/XX/XXXX .I then got switched to a different personal dealer through the morgage company which told me that they were now my new consultant and I would have do application all over again.when I asked to talk to the same one that I had already been talking with he told me she was no longer available and that he was taking over and would send me a new hardship application .I asked him why I would have to do that after already being approved for it and he said it was just what had to be done .so he sent me the papers once again after already filling out and was approved for but I filled them out and faxed them back from one of their offices. he then contacted me and said I filled out the wrong papers and sent in .I told him how could that be I filled out what he had sent me .he just said he would send the papers and I needed to get filled out and back to him asap .so again I recieved the papers he sent and filled them out and once again faxed them from one of their offices .then he contacted me and said he never recieved them then I told him that I faxed it from one of their offices and he said that he would get back to me but I went back to their office to fax them all over again to make sure he recieved them.then he contacted me and said that I did not get them notarized .I had told him he never said that I needed to that but he said I needed to do it so drove back across town for 3rd time that same day to their office that I had been faxing papers from and asked them if they could notarized the papers for me and fax them again and they told me no problem just needed a ID. To show that it was me which also has my address of property that I had got the loan for and which I lived.then a couple weeks passed by after getting papers signed and notarized and faxed to him .he then again contacted me and said he needed proof of me living in the house .I then became angry cause I did not get this type of run around from the first person I had talked to that actually helped me and had approved me for the hardship now this new guy that took over just was not even trying to help except let us fall further behind in our morgage cause now he stated I have to prove to him that I live in the house that I am buying after having papers notarized that had a copy of my ID.attached to paperwork that has the address on it .I asked to be transferred to someone else and he just says he was sorry that I was not happy with him and I just needed to send proof of me living in the house hold so I gave up and went to one of their offices where I had been faxing everything from and faxed him my utilities bills that had my name on them and the address which he had told me he needed .then again he contacted me said he needed more proof of my living here in my house that since I could not prove it he would have to denied me of any type of help .he had told me of other things I could do for help which my wife did time after time and he just kept on denying my wife and I until then we got served papers by a sheriff that foreclosure has began which we then filed for delay of sale which we were advised to do to hopefully buy some time to try to find help of some sort to help us keep our home which we worked so hard to get before injury and until I was injured we were never late on morgage now I am looking for employment but with credit falling and sueing my last employer has not made finding work or getting hired on very easy now we have just got served by sheriff that our home will be up for sale XX/XX/XXXX and now we are loosing our home all because I was approved for hardship in the beggining and then before payment agreement was due then ended up getting transferred to someone else that did nothing to help us just put us on a wild goose chase leading us further and further down the path of foreclosure which my wife and I was trying so hard not to have happen and did everything we were asked or told to do by this person at the morgage company which did not treat us fairly or even kindly it's funny last thing he said is that I needed to prove to them I lived here and that the sheriff has served me 2 times at home and still that was not proof enough? My wife and I want to keep our home and just don't know which way to go or who to turn to that can help us and at least if no one can help us maybe someone can stop this bank from doing this to anyone else that was trying to do whatever it took to keep their home like my wife and I did .it was not right on how we were treated after being approved for hardship then made to go back and apply and apply over and over and always getting some type of excuse of why we could not be helped just don't get it one bit! Didn't get it then and still don't get it nor understand how they can get away with it especially once I signed papers of approval on the hardship agreement So this is pretty much our last chance to try to get something done one way or another if we had a good lawyer we would even like to sue this morgage company for their wrong doing! Wells Fargo Bank they will only let you down

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