Consumer complaint received 2018-03-15
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I am filing a complaint with the Consumer Financial Protection Bureau as I believe that my servicer, Well Fargo Home Mortgage has failed to comply with the Homeowner Bill of Rights Act. I filed a complete modification package under a chance of circumstance request on XX/XX/XXXX via fax to XXXX. The Loss Mitigation Retry team verified my fax was received and uploaded on XX/XX/XXXX. I received a letter on XX/XX/XXXX stating they are unable to move forward with the review. I called Wells Fargo Home Mortgage on XX/XX/XXXX and spoke with the Re-Entry Team whereas they completed another financial interview. After the review was completed, they requested that I provide updated bank statements to verify deposits from XXXX XXXX XXXX along with adoption  stubs. All information that was requested of Wells Fargo Home Mortgage was provided. I called Wells Fargo Home Mortgage on XX/XX/XXXX for a status update and was advised that they have received my information and that it was in review. I called back on XX/XX/XXXX and was advised that the request for workout consideration was denied on XX/XX/XXXX. I asked why and if I would be getting a letter in writing. I was advised no because there was a foreclosure sale date scheduled on XX/XX/XXXX, that it would take them two weeks to generate the letter and that it would be after the foreclosure sale date. Obviously, not being happy with the information being provided, I ended up speaking with several other representatives which all advised me different things from ; You are not getting a denial You will receive a denial letter within 20 days Your file was never in review You have to put a written request for a copy of the denial letter for most recent decision on XX/XX/XXXX I will fax you a copy of the denial letter In review the timeline and all information that has been requested and provided to Wells Fargo, I believe their failure to send me a denial letter regarding my initial submission on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX is to avoid/remove my right under the HBOR Law to appeal their decision within thirty days of the denial date. I also believe that they didnt use the term Denial or Denial Letter in efforts to not disclose my right to appeal their decision which would be the reason why my rights were never disclosed in any letter ( s ) I  received. In the attached Not Moving Forward Letters I received, they all make reference to recent documents received for workout consideration. Please note I never received any Acknowledgement Letters from them although I received a letter dated XX/XX/XXXX stating they were not going to continue with the review. Notice that the letter received is 30 days after my initial package was submitted on XX/XX/XXXX. I believe such lapse in time is where an actual review was completed and concluded on XX/XX/XXXX. 

With on all the information provided, I am requesting for a Postponement of Foreclosure Sale Date scheduled XX/XX/XXXX to allow me the opportunity to exercise my right to the appeal of most recent written letter dated XX/XX/XXXX and denial communicated verbally to me on XX/XX/XXXX. 

Attached, please find all supporting documentation surrounding my initial submission and Not Moving Forward Letter from Well Fargo on XX/XX/XXXX. If you need any additional information, please do not hesitate to contact me. 

Thanks in advance for your 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