Consumer complaint received 2018-09-27
Company: WELLS FARGO & COMPANY
State: CT
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage

Complaint:
I will try my best to summarize the events that have taken place since our loan matured. Back in XX/XX/XXXX our loan was adjusted to it's new amount ( 3 times more than what we were paying ) XXXX vs $ XXXXprior to this date I made several calls to the XXXX XXXX XXXX   equity line in hopes to get assistance to modify, and or adjust this new payment and term. I was shuffled from one office to the other requesting my application, tax returns, leases, P & L which we submitted numerous times. 

The representative I have spoken to ( to name a few ) are : XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX and there are more. 

I have a complete rubbermaid tub filled with documentation which we exchanged, and many duplication requests filled again. 

On XX/XX/XXXX I pulled into the drive up window of your XXXX XXXX office to be told by the teller my account did not exist and that their computers were down and for me to come back in a few hours. I returned around lunchtime to get another teller who said my account number is incorrect. I was stunned as I had a stub from the statement which clearly had the account number in the upper right hand corner. I asked for him to return my payment and drove 15 minutes to the next Wells Fargo on XXXX XXXX XXXX. I actually walked into this branch and the teller processed my payment when I spoke to her about what happened she called over her manager. I began to discuss what occurred in XXXX XXXX when I looked down to see the receipt on my slip was a different number than what was on the statement. We all began to investigate at which time the manager asked for me to come to her desk to call Wells Fargo customer help line. We sat there for over a hour where I finally reached a representative. I was told that the branch could not accept my payment as Wells Fargo has began Foreclosure Proceedings. I was completely taken back as all along I have paid monthly payments ranging anywhere from $ XXXX {$1200.00}. I explained to the rep on the phone what I have been trying to do for an entire year. She mentioned she was able to see them while reviewing my notes in the file and could see that I had been calling in to Wells and that I was reviewed and denied. She said I needed to apply for RE-ENTRY and to complete a Welcome Call to have this generated. 

Last night I generated and completed this call through XXXX XXXX fax XXXX XXXX assured me that he recorded this call. He asked that I resubmit leases, P & L and most recent bank statements. Here we go again .... 

We have been going in a vicious circle for an entire year each time hoping I reach the proper party to help reach a plan that we could both be satisfied with. We do not want to lose our home and will do what we can to avoid this. We have reached out for help and have not gotten anywhere. 

I have to say I have been a XXXX for over 30 years and know for a fact Wells Fargo does not need anymore bad press, nor do they want to own real estate. I have made every attempt to modify my responsibilities during this difficult time first by lowering my primary home mortgage through XXXX Harp program which needed Wells Fargo to subordinate ( and they agreed ) We closed this loan in XX/XX/XXXX. 

Tell me simply, why I can not modify, apply for alternative financing, other retention options or possibly seek temporary financing due to the Hardship we faced. ( which these letters have been submitted numerous time ) and NOTHING and I mean NOTHING has ever been presented. We have plenty of equity in our home but due to Wells Fargo being a part of my credit history our credit is tarnished now and thus can not borrow anything until it approves. SO again I'm requesting PLEASE review my file completely from XXXX to present and tell me why we can't be offered something ( permantanly or temporarily ) until our situation resolves. 

I personally find this very frustrating to be tossed around like a basketball. The professionalism of your representative awful. They are not informative but obviously reading from a script, no solutions or advise given throughout these many months of attempts. If it was put on a temporarty payment reduction for a time period when we originally requested help we would not be here today but in a position where we could of refinanced with Wells or sought financing elsewhere. 

Wells Fargo in my opinion has only passed this along generating generic letters and wasted our time. Thus pushing us into a Foreclosure status especially now denying our payment. I will continue to fight for what is right and will go to the Banking Commission with my rubbermaid tub, the govenor and whom ever else until I get a ligiment explanation on why Wells Fargo refused to help us. 

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 explanation