Consumer complaint received 2018-03-15
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
COMPLAINT- WELLS FARGO HOME PRESERVATION SPECIALISTS XXXX XXXX AND XXXX XXXX RE : LOAN # XXXX Affected by recent NATURAL DISASTER 'S HURRICANE IRMA AND HURRICANE HERMINE XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX RE : Home Preservation Specialists XXXX XXXX- I received a letter dated XX/XX/XXXX concerning this person being assigned to my loan. The phone # XXXX EXT XXXX on the STUPID LETTER IS NOT EVEN CORRECT! Really this is SERIOUS. HOW XXXX AR E YOU PEOPLE??? The correct # is ( FOR YOUR INFORMATION ) XXXX .This was NOT correct, as my loan was assigned to XXXX XXXX XXXX XXXX. I was trying to reach XXXX and called in and call transferred to this extremely RUDE representative, I tried to tell her that my loan was not with her and she stated it was and that I needed to provide ( and she started naming off all these documents, I told her she was mistaken, and she said of so you want me to cancel you from modification review, I told her no I dont want you to do anything to my account, she stated I was refusing to provide the information. I demanded a manager, She put me on hold and then came back to tell me no one available, and the manage r XXXX XXXX refused to take my call. Busy. I asked for manager/supv. Back on hold, finally got XXXX XXXX, and advised of the awful conversation and the threat of removing me from review. It was corrected ; however, Ive been through enough with the hurricanes and didnt need this abuse from a representative of Wells Fargo that is supposedly trying to help me. She was AWFUL. GREAT AT SLAMMING YOU ON EXTENDED HOLDS. 
After the LONG LONG wait from XX/XX/XXXX until XX/XX/XXXX I was finally given my basic paperwork for the trial. I had questions and called in, putting my account # in and was sent to ANOTHER PERSON XXXX XXXX HOME PRESERVATION SPECIALIST I Left multiple messages for this person and he NEVER EVER BOTHERED ONCE to return my call. I even asked reps to send him an email to call me NOPE DIDNT HAPPEN. Horrible SERVICE. Called again XX/XX/XXXX, XX/XX/XXXX, as I had questions about a service transfer I had recd effective XX/XX/XXXX. STILL not a return call at all to date XX/XX/XXXX. PITIFUL SERVICE ALL THE WAY AROUND. This Company should be shut down. UNTRAINED Representatives handling our home mortgages without a care or concern that they are doing the correct thing. I also called him multiple times concerning the 2ND TRIAL MODIFICATION payment {$730.00} being applied as a REGULAR PAYMENT OF {$840.00}. The trial payments are to remain in unapplied funds until all 3 are paid and then the loan is reviewed for the final modification. My concern is THIS NEVER GOT CORRECTED, MY CALLS ALL IGNORED. This is unacceptable! As a servicer of this loan your company has the responsibility to respond/show up and at least make an attempt to address the borrowers concerns. THIS DID NOT HAPPEN ... My loan is being service transferred to different company as of XX/XX/XXXX- RETALIATION FOR ME BRINGIN GTO LIGHT ALL THE ERRORS WELLS FARGO, did on my loan. I know youll send me the same At this point I DO NOT TRUST that Wells Fargo and its clown posse of idiots will properly transfer this mess of a loan to the new servicer with correct information. I CAN ONLY USE the information I have in writing to show that a 3 month trial modification was attempted, XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX with pymts at {$730.00}. I was told a principal reduction of XXXX with int rate@XXXX by id # XXXX is to occur also with no additional fees. Even though the issue of messed up pymt was NOT ADDRESSED OR CORRECETED before the transfer. Its sad to think my tax dollars BAIL OUT COMPANIES LIKE THIS. Makes me SICK! Dont bother to sent a XXXX form letter stating you addressed thee concerns or similar concerns in a previous complaint, HOWEVER if the ISSUES HAD BEEN ADDRESSED I WOULD NOT BE WASTING MY TIME AGAIN TO LET YOU KNOW. HOPEFULLY this will bring to light the great discrepancies that exist in this company.

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