Consumer complaint received 2017-07-03
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
On Wednesday, XXXX/XXXX/XXXX, I sent documents to support my request to delay foreclosure on my home due to a contract that I have with a buyer. In a letter attached to the request, It was explained that I had a first buyer whose toward the end of the process, to no faught of my own, was denied funding ( after more than a month ). She was highly Prequalifed in XX/XX/XXXX. Pre qualification and denial letters were attached. All the documentation regarding this signed signed was faxed to Wells Fargo Home Mortage XX/XX/XXXX. On XXXX/XXXX/XXXX, I followed up with the company. I was informed that the request was denied because I had one previous request approved due to this being the same or similar request. I protested because was not the same buyer, and that the buyer wants to close on XX/XX/XXXX. I requested atleast one more month to close. The agent only reiterated that it was denied. Thus, I asked speak with a supervisor. I then spoke with Team Lead, XXXX XXXX XXXX. He was very helpful and spoke with the Postponement Department After speaking with them, he said they requested another letter from the buyer 's lender stating final approval. This sounded logical, but I believe they were practicing delay tactics. On Friday, XXXX/XXXX/XXXX, I spoke with XXXX XXXX again after faxing the final approval letter. I followed up with him about an 1 1/2 hours to see if he received the letter. He informed me that had sent it to the Postponement Department. He said it would be an hour or so. But, he never followed up with me. So, I called back to speak with him about XXXX XXXX on XXXX/XXXX/XXXX. I was told he had finished his shift. Thus, I called back to speak with him about XXXX XXXX on Monday, XXXX/XXXX/XXXX. I was again told that he would be about XXXX XXXX XXXX XXXX of California time. The agent handling the call was rude and was very unhelpful. Therefore, I asked to speak with a supervisor who told me she had reached out to XXXX XXXX. She said he told her he was coming in about 15 Minuets. I asked that she inform him to call me. After waiting about 30 minuets, I called to speak with XXXX XXXX. After waiting on hold for several mins. After filing two other complaints, I 've Noted similar delay tactics that I 've experienced with the company before. After being injured on the job on XX/XX/XXXX and losing my job soon after, I was unable to keep up with my mortgage payments. The company failed to fully work with me soon after. Finally, I currently have a contract to sell my home on traditional sell with a XXXX/XXXX/XXXX closing date. As an elderly homeowner at 60 I believe that these tactics ( asking for other documents, people not being available, calls not returned, the Postponement Department refusal to look for my files, etc ) are abusive. I had to hire an Attorney and pay {$2500.00} to stop foreclosure. I only request a 30 day delay. I should 've had to pay anyone when I did n't have extra money to do so. This company is very customer unfriendly to its clients and seems uncaring.

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