Consumer complaint received 2017-11-27
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
we had been working with wells fargo in a loan modification for several months, a decision was made by them to decline it, for no good reason, but gave us an oportunity to appeal within 30 days, before the 30 days were up, and even tho we had submitted an appeal that they never responded to, they set a sale date, which i was able to postpone by starting bankrupcy proceedings wells fargo put me in contact with XXXX XXXX, the trustee.at my request. 
i needed to make sure we knew the new sale date, so we could better prepare, i first contacted them on XX/XX/XXXX,  they told me there was no sale date yet, i asked if they were the only trustee involved or if there was any other company for me to contact, any other trustee that had the ability to set a sale date and they said NO, that they were the only ones that represented wells fargo for aprox 4 months, i kept calling every month and will atach proof, XXXX XXXX kept telling me there was no sale date, i specifically asked again if they were the only trustee involved or if there was another company involved that i needed to be in contact with, they said, once again, they were the only company involved, that they represented wells fargo and that pretty much their info was 100 % current, to keep calling every 30 days, until a sale date was established on XX/XX/XXXX they informed me that a sale had been set for XX/XX/XXXX so we knew we had about 30 days to get some money together to bring the account current, or, worse case scenario filed a chapter XXXX bk. 
2 days later my wife and i started getting calls from attorneys and real estate investors, telling us the house had been sold. 
my wife and i contacted XXXX XXXX to get an explanation and, once again, they told us that the house was not sold and that the sale date was still set for XX/XX/XXXX as previously discloused. 
i asked as to why we were getting all these phone calls and we were told that those people probably got outdated information and were miss informed. 
a few days later i contacted wells fargo trying to obtain an exact figure, as far as to how much was needed exactly to bring the account current an was told the house had been sold i was trying to explain the information i was given and was transferred to XXXX XXXX, probably a supervisor, and then again to the executive department, first name XXXX, he said he was the highest person or department i could talk to, he said he would do some research and get back to me within 10 days so i provided the info of who i was talking to over at XXXX XXXX, this was on or around the XX/XX/XXXX as soon as i hang up the phone i contacted XXXX XXXX and provided them with XXXX info, in the hopes that they would get in contact with eachother and figure out why we were getting 2 completely different stories, it was on that day, that XXXX XXXX told me that they were only in charge of the second mortgagr and had no idea who was handling the first, even tho i specifically asked them that at the begenning on XX/XX/XXXX we received notice of trustee sale, for XX/XX/XXXX, via certied mail, by a different trustee named XXXX XXXX XXXX also 2 notices have been posted in my front door, telling us that tge house has been sold and the the new owner intents to evict us, i will atach those as well So we are all confused now and decided to contact you the FTC please help this is the house we have and can not afford to lose it thank you

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