Consumer complaint received 2017-10-10
Company: WELLS FARGO & COMPANY
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Below is a detailed account of dates and actions taken by both myself and Wells Fargo during my attempt to modify my home. I jumped through every hoop and they used the same requirement requested of me against me in their decisions/denials, time and time again. 
WELLS FARGO TIMELINE OF ATTEMPT TO MODIFY AND SAVE MY HOMEXX/XX/XXXX - Spoke to XXXX at Wells Fargo ( XXXX ). She re-opened my file and gave me XXXX XXXX contact information as my case was assigned to him ( Ext. XXXX ). 
XX/XX/XXXX - Called XXXX XXXX ( XXXX ext. XXXX )XX/XX/XXXX - Called XXXX XXXX ( XXXX ext. XXXX )XX/XX/XXXX- Called XXXX XXXX ( XXXX ext. XXXX )XX/XX/XXXX- Called XXXX XXXX and was transferred to XXXX XXXX at Wells Fargo who informed me that my file was in Secondary review to close out. I inquired as to why my file was being closed, at which point she informed me that my modification was denied/closed because I had a modification within the last three years. I informed her that my modification happened in XX/XX/XXXX. She then asked me to send in proof because it did not match the information Wells Fargo had in their system and that I should follow up with XXXX XXXX regarding this. 
XX/XX/XXXX - Sent proof of modification back in XX/XX/XXXX. 
XX/XX/XXXX - Called XXXX XXXX to inform him that I faxed in proof of modification back in XX/XX/XXXX. 
XX/XX/XXXX - I was denied a modification based on the fact that Wells Fargo stated they could n't prove I resided at my home based on my work with the Dept of Defense/Military which required me to travel often. As a result, I gave up that contract so that I did not have to travel. I sent proof from the Dept of Defense of this to my Mortgage Specialist.
XX/XX/XXXX - Called to check receipt of proof with Wells Fargo Docs dept. 
XX/XX/XXXX Receipt of Proof of XX/XX/XXXX Modification received and uploaded. 
XX/XX/XXXX- Called and left XXXX XXXX a message. 
XX/XX/XXXX - Called XXXX XXXX ( XXXX ext. XXXX ) XX/XX/XXXX - Called XXXX XXXX ( XXXX ext. XXXX ) XX/XX/XXXX- XXXX app was completed. 
XX/XX/XXXX- XXXX Assistance Denied. I filed a complaint against XXXX, thinking they were responsible for the denial. My complaint was escalated to two different supervisors who investigated my file/case ( XXXX XXXX and XXXX XXXX ). 
XX/XX/XXXX - XXXX counselor XXXX XXXX stated that there was some mix up and told me I had to reapply even though I had a pending sale date. 
XX/XX/XXXX - XXXX Intake Counselor XXXX XXXX XXXX did my intake. 
XX/XX/XXXX- Spoke to XXXX Manager, XXXX XXXX at ext. XXXX, who confirmed receipt of the application and supporting documents. She also stated she would review my docs with another manager on Monday, XX/XX/XXXX. 
XX/XX/XXXX - Application expedited ( they usually do not accept applications if pending sale date is within 7 days ) and they wanted to be sure I would receive the funds before my sale date. 
XX/XX/XXXX - Application reviewed by Director of XXXX and Board of Advisors and pre-approved. 
XX/XX/XXXX - XXXX called XXXX XXXX and sent explanation letter with supporting documentation of proof of the XXXX pre-approval as long as Wells Fargo would accept the funds. 
XX/XX/XXXX- I also called and left XXXX XXXX a message regarding assistance from XXXX 
XX/XX/XXXXXX/XX/XXXX - Called XXXX XXXX several times and left several messages. 
XX/XX/XXXX - XXXX XXXX stated, at this time we are unable to move forward with an evaluation of your current situation. 
XX/XX/XXXX- XXXX Approval. 
XX/XX/XXXX - XXXX Director contacted XXXX XXXX-No response. 
XX/XX/XXXX - Conference call with myself, XXXX ( XXXX Director of Board of Advisors ), XXXX ( XXXX Program Director ), XXXX ( XXXX Operations Manager ) and Ka, ( XXXX representative ) called XXXX XXXX at which point he informed XXXX that he was refusing the funds from XXXX and he did not provide an explanation for refusal of funds, except that, Wells Fargo does not have to work with XXXX just because a client is approved for funding and that acceptance of funds is totally and completely up to the discretion of Wells Fargo. He also stated that Wells Fargo would be moving forward with the sale of my home. 
XX/XX/XXXX - XXXX provided me with the contact information for Wells Fargo attorneys ( XXXX XXXX - XXXX ) and suggested I call them to inquire about the refusal of funds ( No Answer/No Return Call ). 
XX/XX/XXXX - Contacted Wells Fargo ( XXXX ) to inquire about an alternative phone number. Spoke to XXXX ( Wells Fargo Re-Entry ). She stated that she did not have any contact information for Wells Fargo attorneys. 
XX/XX/XXXX - XXXX provided me with the contact number for XXXX at the XXXX XXXX XXXX desk at Wells Fargo. They also called the XXXX ( XXXX ). 
XX/XX/XXXX - I spoke to XXXX at the number above who informed me that there was no such desk or department ( XXXX ) at Wells Fargo. She then provided the following number ( XXXX ), which I called daily and there was never an answer on that line. 
XX/XX/XXXX - Updated Loss mitigation Documents Received and XXXX XXXX assigned. Never spoke to him even after receiving his letter datedXX/XX/XXXXXX/XX/XXXXconfirming receipt of documents. 
XX/XX/XXXX - A XXXX Ineligibility for Funds letter was sent to both the Compliance Manager and myself stating that the results of the XXXX Board of Advisor investigation was complete and the denial was upheld because Servicer Opted Out. 
XX/XX/XXXX - XXXX Program Manager, XXXX, and XXXX representative, XXXX, informed me that there was nothing more they could do for me if my Servicer did not want to accept the funds and thus, I was officially denied funding assistance from XXXX. 
XX/XX/XXXX - My XXXX file was escalated to XXXX XXXX, as she was the Wells Fargo liaison and she wanted to inquire about my denial so that she could advise the XXXX Director and XXXX if changes or revisions to their process were required so they could ensure other CA residents and applicants did NOT meet my same fate with their lenders. 
XX/XX/XXXX Called XXXX in Exec Office regarding denial of XXXX approval and Wells Fargo refusal to accept funds. 
XX/XX/XXXX - Called both XXXX and XXXX XXXX regarding pending sale date. 
XX/XX/XXXX- XXXX returned call and provided the following timeline : First Denial/Offer Rejected -  On XXXX due to an incomplete application, even though I have a letter stating all docs were received and being reviewed. 
Second Denial - In XXXX due to the amount due to Wells Fargo ( {$55.00}, XXXX ) was more than what the KYHC approved amount ( {$54000.00} ). Although, verified amount past due with fees and penalties as of XX/XX/XXXX was {$52000.00}. 
** I asked XXXX about this denial because XXXX verifies with the mortgage company the payout amount before approving applicants for any amount. XXXX stated that the Reinstatement Fees '' werent included in the amount owed. When I inquired as to why or how that happened, he stated, I dont know. He then requested that another Mortgage Specialist be assigned to me because XXXX XXXX refused to return my calls. 
XXXX - Spoke to XXXX XXXX provided the following information regarding Denials : Tier I = Due to having Hamp Mod previously. I explained that according to the Federal Government Mortgage Assistance website, that was not true. Likewise, I reminded him of the proof of a loan modification 9 years prior in XXXX, in which I completed the Probation period and made all of my monthly payments on time until I lost my county contract in XXXX. 
Tier II = My Income was too low and they werent able to create an affordable payment. I then inquired about the income amount they had for me because I had just received another XXXX county contract back in XXXX or XXXX ( which I sent a verification letter to Wells Fargo as proof of increase in income ) and he stated that it was not in my file. I offered to resend for his review in hopes he would reconsider my application, he said it wouldnt do any good. 
Proprietary = I was denied and XXXX XXXX informed me that he could not discuss or reveal the reasons for the denial with me. I thought that was strange. The decision letter dated XXXX stated that the denial reason was that my mortgage isnt a First Lien Mortgage although it is a First Lien mortgage. 
XXXX - Called XXXX regarding denial again. He created another case for my file. 
XXXX - Left XXXX a message at XXXX XXXX PST. 
XXXX - Spoke to XXXX with Wells Fargo ( XXXX ). He took a message for my mortgage specialist to return my call, however, I still did not hear back from him ( XXXX XXXX ). 
XXXX - Denied based on income XXXX calculated as {$1100.00}. However, XXXX, it was denied for the same reason except XXXX calculated my income as {$6000.00} and XXXX was unable to create an affordable monthly payment. Please note, the {$1100.00} income was initially the denial reason inXX/XX/XXXX as well. Somehow, 5 months later, XXXX calculated that I lost almost {$5000.00} in income. 
XXXX - Sent updated documents to Wells Fargo. 
XXXX - Informed docs werent received and that the last documents were received on XXXX. 
XXXX - Spoke to XXXX in Re-Entry at Wells Fargo. He informed me that my appeal process ended because documents had not been received sinceXX/XX/XXXX, even though I provided proof of fax sent and received. 
XXXX/XXXX/XXXX - Spoke to XXXX with Wells Fargo Re-Entry at XXXX XXXX PST. He informed me that there was still " one item needed to complete my request ( XXXX Tax Extension Form-4868 ). He then transferred me to XXXX, who provided a fax number to send the form ( XXXX ), in which I faxed the Tax Filing Extension Form along with a letter of explanation. 
XX/XX/XXXX - Spoke to XXXX with Wells Fargo Re-Entry. I inquired about another denial and initiated another complaint. She referred me to XXXX in the Executive Office. 
XX/XX/XXXX- Spoke to XXXX in the Exec Office who provided me with a new Point of Contact XXXX XXXX, and informed me that a decision will be received byXX/XX/XXXX. 
XX/XX/XXXX - I contacted XXXX XXXX this date and several times afterward & she NEVER returned my calls. I have never spoken to her. 
XX/XX/XXXX - XXXX provided the same reason for denial of my modification application as provided in XXXX, even though I disputed the income amount in my complaint letter and provided proof to the contrary. It is not clear if the additional information I provided was even reviewed since the response to my complaint echoed the previous response from XXXX, and the reason for the denial/response to my complaint was approximately 8 months outdated. 
XX/XX/XXXX - Called to speak with XXXX since I could not get a response back from XXXX XXXX and he informed me that he was no longer my point of contact, thus he could not help me or provide any information at that time. 
XX/XX/XXXX - Contact XXXX again to see if I had any options available, however, Wells Fargo already decided to sale my home onXX/XX/XXXX, thus they refused to work with me or XXXX XXXX XXXX. 
XX/XX/XXXX all the way up toXX/XX/XXXX, I was in contact with Wells Fargo in an attempt to save my home, to no avail. 
XX/XX/XXXX- My home sold to a third party. 

There was also a lot of confusion, and run around when it came to reviewing my documents and processing my application objectively and fairly. I am not sure why Wells Fargo would not want to work with me, but what is overwhelmingly clear is that I was shuffled around, unheard, provided with inaccurate information and not given consideration for all of the mortgage assistance programs available to homeowners. For example, I even requested a forbearance and that was never considered and I was denied the opportunity to apply for a forbearance. I requested a payment plan. Since there was some equity, I requested a refinance, which was also denied. There were other options provided on the XXXX documents in which I was never considered. In fact, one correspondence letter stated, Once we determined that you did not meet the requirements for a particular program, we did not continue to evaluate you for other programs based on your loan type. 

Thank you for taking the time to review my complaint. This was my home and I definitely wanted to keep it, as I dont think anyone wants to be homeless. I feel as though I have tried everything I possibly could to save my home. I was honest, forthcoming and upfront with Wells Fargo as soon as I knew my circumstances were going to change. It appears as though my integrity has caused me to lose my home since the same information I openly and freely provided to Wells Fargo, was then used against me as a reason to deny me for mortgage assistance.

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