Consumer complaint received 2018-07-01
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
To whom it may concern, I had a HELOC with Wells Fargo Bank # XXXX with account identifier number XXXX, this loan was a small business loan that was tied to my personal residence. my business defaulted on the loan in XX/XX/XXXX, so I started making payment myself, however I was faced with a major illness that rendered me XXXX for life and I started falling behind payments, I called WFB and they suggested to go through Home Preservation unit, I applied for Loan Modification and I was denied because I " was making too much money ) this happened because they used business tax return income as my personal income, however I applied again and I was denied because I don't make enough money, again they used corporate tax return that showed a large loss. 

Third time is a charm : Finally my business shut down in XX/XX/XXXX, and I applied again using my XXXX income and my wife XXXX income this time I did qualify for loan modification, however WFB kept changing the people and putting obstacles in the way of finalizing the modification, one of the major obstacles was WFB insisting on having and ex- officer of the business XXXX XXXX XXXX who resigned in XX/XX/XXXX on signing a " Quit Claim deed ' which he did, however the bank kept on insisting that Mr. XXXX be a signer on the new loan, which has no relationship to the property what so ever, of course Mr. XXXX can not be a signor of on the new loan but the bank kept insisting on it, XX/XX/XXXX WFB sent in order to break the impasse I had to hire an attorney to represent me on XX/XX/XXXX I retained XXXX XXXX Esq . to represent me with WFB sent the Loan Modification Agreement documents were received XX/XX/XXXX, however the expiration date is XX/XX/XXXX. also it added {$13000.00} of interest that the bank promised to waive : Original HELOC amount to be converted to a mortgage is {$220000.00} a difference of {$14000.00} in which about {$13000.00} was to be waived. 
also the loan term is 386 month 32 years and 2 month instead of 360 month as expected. 
XX/XX/XXXX WFB demanded a payment of {$5700.00} for 5 month of loan modification payment or they will stop and cancel the loan modification program, although the bank never send the final modified documents I paid the bank the {$5700.00} on XX/XX/XXXX. 
XX/XX/XXXX attorney XXXX XXXX spoke to a new Wells Fargo investigator XXXX XXXX who is now working on the principal balance issue and will get back to me. WFB regarding agreed waiving the interest of {$13000.00} last communication with WFB is Thursday, XX/XX/XXXX called to follow up with investigator XXXX XXXX was told she no longer handling the case, its back to XXXX XXXX now I asked for XXXX to get back to us in writing as of today XXXX XXXX I have not heard from XXXX . 

Below are some of the time line notes for the calls I made in chronological order. 

This is only partial as I have made literally HUNDREDS of phone calls : " XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX Equity account XXXX XXXX acct.id number XXXX XXXX Fax reentry dept at XXXX XXXX XXXX Ext XXXX Fax XXXX XXXX XXXX After many month of going back and forth it was rejected first FOR NOT MAKING ENOUGH MONEY, went through re-entry, was accepted by re-entry team rejected by underwriting for making TOO MUCH MONEY. 

XX/XX/XXXX 1. Award letter for GSA and dependents. 
or copies of Bank statements for 2 month XX/XX/XXXX and XX/XX/XXXX. 
phone number XXXX XXXX XXXX re-entry dept. 
re-entry team fax XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX bad number wrong number given DO NOT USE. 
phone XXXX XXXX XXXX home mortgage do NOT use XXXX new fax # from XXXX XXXX number XXXX fax XXXX XXXX XXXX XXXX XXXX XXXX Home Preservation number correct. 
XXXX XXXX XXXX ( home mortgage ) cease and desist department XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX collection XXXX XXXX XXXX collection re-entry XXXX XXXX XXXX XXXX XXXX XXXX Home Equity XX/XX/XXXX fax XXXX XXXX XXXX non borrower proof of occupancy tax returns for personal and business last two pay stubs for XXXX 2 month bank statements for XXXX XX/XX/XXXX XXXX talked to XXXX XXXX he advised me to disregard the letter and that they will get back to me either on Tuesday or Wednesday. 

XX/XX/XXXX XXXX XX/XX/XXXX XXXX. advised WFB not able to move forward, I received a letter later that WFB is unable to move forward. 

XXXX XXXX XXXX new number the XXXX. said the number I have been calling is " inaccurate '' transferred to XXXX employee # ( XXXX XXXX ) in the re-entry team he said that re-entry approved me for the second or third time however when packaged sent to underwriting on the XX/XX/XXXX,  underwriting rejected it same day, got letter of denial dated the XX/XX/XXXX before underwriting supposedly reviewed it, go figure!! 

XXXX XXXX XXXX collection XXXX XXXX XXXX XX/XX/XXXX I was told that I qualify for re-entry again, need to send updated information for the 4th time Proof of income of XXXX XXXX XXXX XXXX last Q1, Cancelled check from condo rental XXXX XXXX XXXX re-entry XXXX XXXX XXXX ( wrong fax after I tried to fax the package ) re-entry XXXX Fax XXXX XXXX XXXX Fax XXXX XXXX XXXX XX/XX/XXXX Talked to XXXX XXXX he said the are having problem with system issues because of the type of loan the system is indicating that the last interview since XX/XX/XXXX asked for a call back they are limited staffing call they don't have internal.phone number however he advise me to to call XXXX XXXX XXXXinstead of XXXX XXXX XXXX this is a funky number that may place me on a weird hold. 

Saturday Called XX/XX/XXXX XXXX said that without a loan pin number she can't talk to me, I asked she to talk to a supervisor after holding for 10 minutes She said that my file is not a re-entry department but in Home Preservation however I don't have an active template I need one to proceed, advised me to call back on Monday XX/XX/XXXX to ask to get an active template. 

XX/XX/XXXX XXXX XXXX XXXX said the Home Preservation '' Number given XXXX XXXX XXXX is not for the right department, he said that he's been working for WEB for 8 years by XX/XX/XXXX and he never seen my type of account, he said it lacks the basic information he sees everyday, he said they that with all the bank departments he deals with : home equity, bankruptcy , XXXX XXXX , XXXX XXXX , DBA, and he named few more none deals with my type of product. 

Given a new line now XXXX account XXXX XXXX XXXX This is the same department in Iowa number as XXXX XXXX number I dealt with in XX/XX/XXXX XX/XX/XXXX Call Home Preservation talked to XXXX XXXX, she said that I got wrong information from XXXX and I need to get to re-entry again she put me on hold and she got XXXX, the same XXXX  from re-entry team who rejected the file on Saturday XXXX transferred me back to Home Preservation talked to XXXX XXXX XXXX XXXX XXXX extension XXXX XX/XX/XXXX Arizona collection department Transferred to collection department in AZ talked to XXXX XXXX : He said they have high turnover in Iowa Home Preservation. 

XX/XX/XXXX XXXX new agent XXXX XXXX Single Point of  Contact She said she will review the file and call me back she gave me her email address is : XXXX XXXX XXXX she reviewed the file and apparently all documents I provided are MISSING she asked me to provide same documents that I have provided to her department many times before she also wanted to know if XXXX XXXX tax returns are up to date. 
XX/XX/XXXX new agent assigned to my account XXXX   XXXX XX/XX/XXXX XXXX need XXXX lease agreement docs, I emailed them same day XX/XX/XXXX XXXX called underwriting need more 9 new items including XXXX XXXX quit claim deed to XXXX XXXX property. 
XX/XX/XXXX Further research XXXX XXXX has already signed a quit claim deed when we signed documents on XX/XX/XXXX, please request the file from customer service. 

XX/XX/XXXX Quit claim sent to XXXX XX/XX/XXXX Notarized quit claim sent XXXX XX/XX/XXXX Modification approved although they led me to believe that it was not. 

XX/XX/XXXX Loan modification 3 month trials signed XX/XX/XXXX XXXX taken off the account customer service told me the term of the Home Modification Interest of 4.35 % FORGIVENESS OF ABOUT {$13000.00} IN INTEREST PAYMENT, I WAS TOLD TO WAIT FOR THE FINAL DOCUMENTS, WHICH SHOULD HAVE THE SAME TERMS AN CONDITIONS THAT WAS READ OFF TO ME. 

XX/XX/XXXX New rep XXXX XXXX phone extension XXXX Talked to XXXX XXXX he said that I that they are waiting on change of servicer documents! new loan # Loan number XXXX XX/XX/XXXX New rep again XXXX XXXX XXXX XXXX extension XXXX Talked to XXXX XXXX she said she will reach out to XXXX and everything is according to plan. 
XX/XX/XXXX payment : {$1100.00} payment confirmation number XXXX XXXX XXXX new servicer : XXXX XXXX XX/XX/XXXX called for XXXX XXXX her massage states that She is currently out of office till XX/XX/XXXX talked to supervisor XXXX XXXX she they said that the can't talk to me because I'm not on the loan without the authorization of XXXX XXXX , put XXXX on the phone in order to discuss the loan with me, Talked to XXXX XXXX and XXXX XXXX XXXX XXXX New payment confirmation XXXX XXXX received new WFB docs by XXXX for a new loan modification with XXXX XXXX name only , US A name does not appear on any document. Tge principal amount is wrong, it's inflated by over {$14000.00} XX/XX/XXXX left message with XXXX   XX/XX/XXXX called XXXX XXXX answered he said I need to call a different department becuase he no longer can access my account he gave me this number XXXX XXXX XXXX XX/XX/XXXX called above mentioned number XXXX answered after two hangups she said that she is not allowed to talk to me since my name.is.not on the loan. tried to call XXXX got her message. Left he a message to call back. 
XXXX XXXX XXXX told to talk to at extension XXXX XXXX XXXX XX/XX/XXXX called tried to get hold of XXXX XXXX or XXXX but they were not available. 
talked to XXXX who was nice but could not help.me, I asked to talk to manager after holding for over 20 minutes she got me XXXX XXXX on the phone who was able to break in a conference call the XXXX XXXX was engaged in, she told him that she's making progress with adding my name back to the loan, I outlined four things to XXXX that need to be addressed : 1. Having my name on the new loan. 
2. Taking XXXX XXXX name out since he is not an officer or shareholder, and he's not authorize to sign on behalf of XXXX XXXX. 
3. The originating loan amount shold be {$220000.00} and not {$240000.00} 4. The new amortized amount for the loan of {$1600.00} is being used as a benchmark to compare with the new amount of {$1100.00} and the difference is being labeled as a the amount I'm saving althougt I never paid {$1600.00} before, I always paid under {$1200.00} monthly for the loan. 
promised to have XXXX XXXX to call me within 24 hours. 


XX/XX/XXXX XXXX 43 minutes of transfer and hold XXXX .Did not hear back from XXXX XXXX even after leaving messages. 
talked to XXXX XXXX, he put me a long hold then came back and said that what I requested is outside the scope of what he can do, he tried the other 3 supervisors that I have talked to but none were available. He said he will be on the lookout for XXXX XXXX since she sits in the same area. He also said that he will send her an email as well. 

XX/XX/XXXX 14 minutes call with XXXX and others regarding the loan Saturday XX/XX/XXXX after several times of the phone system hanging up on me I was able to leave a strong message with XXXX XXXX XX/XX/XXXX Talked to XXXX XXXX , for 13 minutes she said she can see how the loan increased by over {$14000.00} and she asked me if I had any escrow open otherwise she said that there is no reason for loan to jump from {$220000.00} to over {$240000.00} and to get to the bottom of this issue she is still waiting on documents from home equity, and that I should make the estimated payment this month, she said that she can't change the name on the loan or take XXXX XXXX name out this is similar to a divorce case. She said to disregard the current documents that I received. 

XX/XX/XXXX, XXXX XXXX, said they are not waiving the interets as promised before. XXXX called XXXX right after and left a message regading tje interetst waiver. 
XX/XX/XXXX left a message with XXXX XX/XX/XXXX left another message with XXXX regarding the interest waiver. 
XX/XX/XXXX, XXXX XXXX, XX/XX/XXXX, XXXX XXXX  XX/XX/XXXX, XXXX XXXX   XX/XX/XXXX, XXXX XXXX ( XXXX ) XXXX 11 minutes XX/XX/XXXX XXXX XXXX she said that she checked with XXXX XXXX supervisor XXXX XXXX regading interest waiver, Mr. XXXX said that upon firther review WFB will not waive the interest, I explained to XXXX that I was promised waiver in no uncertain term, she said it does not matter they are not going to do it and whoever promised or told me that they misspoke. 

I asked for her legal department but she declined instead she gave me the customer correspondence fax number XXXX XXXX XXXX, when I insisted on getting the legal department contact information and when I told XXXX that my attorney will be sending a letter, XXXX put me on hold and checked with supervisor XXXX, she came back and said that supervisor XXXX agreed to research the interest wiaver however they cant give out legal departmet contact and she said to have my attorney fax it customer corrwspondence number. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX called he said they can not do anything about the interest waiver, and he said if I dont like the terms and conditions then I dont have to sign the documents. 
XX/XX/XXXX new documents arrived by XXXX and they dont include any interest waiver. 
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX called told him i need couple of days ti review the docs. he said he'll call back on Wednesday XXXX XXXX new case number XXXX XXXX # XXXX XXXX XXXX XXXX XX/XX/XXXX called to follow-up on Friday XX/XX/XXXX I got a message that the new call os scheduled on XX/XX/XXXX called XX/XX/XXXX to followup he said documents were sent to XXXX XXXX office, he transfered me to a Home Preservation XXXX XXXX fax number XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX EXT XXXX Talked to XXXX XXXX about update, she said XXXX is out for the day but someone will get back.to me within 48 hours, she wrote questions about interest waiver and when documents will be ready, and whether or not XXXX name will be detacted. 
XXXX XXXX XXXX fax XXXX XXXX Faxed from branch XXXX @ XXXX XX/XX/XXXX collection call from XXXX XXXX {$1100.00} per month {$5700.00} confirmation XXXX XXXX XXXX said they are waiving interets and not deliquency from XX/XX/XXXX thru XX/XX/XXXX was waived on the original documents, XX/XX/XXXX thru XX/XX/XXXX {$13000.00} interest being waived. 
XXXX XXXX Monday the XXXX called for XXXX XXXX regarding the principal amount she referred me to XXXX XXXX, contacted XXXX and I asked him to contract XXXX XXXX to confirm that the principal XXXX XXXX # XXXX XXXX XXXX XXXX XXXX XXXX XXXX Extension XXXX XX/XX/XXXX attorney XXXX XXXX spoke to a new Wells Fargo investigator XXXX XXXX who is now working on the principal balance issue and will get back to me. WFB regarding agreed waiving the interest of {$13000.00} last communication with WFB is Thursday, XX/XX/XXXX called to follow up with investigator XXXX XXXX was told she no longer handling the case, its back to XXXX XXXX now I asked for XXXX to get back to us in writing as of today XX/XX/XXXX I have not heard from 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 monetary relief