Consumer complaint received 2017-07-11
Company: WELLS FARGO & COMPANY
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/XXXX, I fell behind in my mortgage payment since my income with my new employer was less than my previous employer. I had been a political appointee and with the change of the Governor and his new admin., I decided to use the guidance of an outside firm to assist me with getting a loan modification with my present lender, Wells Fargo Home Mortgage Company . I felt that I needed to have an outside firm assist me with communicating with Wells Fargo to submit the required documentation for a loan modification because in XX/XX/XXXX I called Wells Fargo Hm. Mortgage Co. several times and they were not consumer friendly at all. In fact the representatives that I spoke to were abrupt and made it difficult for me to receive the information that I needed to apply for a loan modification. The representatives from Wells Fargo were intimidating and did not respond to my questions and I was dismissed in my efforts to gather the information for their process. On a scale from 1 to 10, with 10 representing being helpful, Wells Fargo was a minus 10. The company that was assisting me was named XXXX XXXX. XXXX assisted me with gathering the financial documents that I would need for consideration and they communicated directly with Wells Fargo on my behalf and my package was submitted by XXXX XXXX to Wells Fargo in XX/XX/XXXX. My ex Fiance had moved out of the home in XX/XX/XXXX and moved to another State and purchased another home. In XX/XX/XXXX, Wells Fargo contacted XXXX and requested a quit claim deed be signed by my ex partner and recorded in court. I made an effort to take this signed quit claim deed to the court house as instructed and the XXXX XXXX XXXX County courthouse indicated that property taxes had to be paid and the cost was about {$5500.00}. and some change. I did not have {$5500.00}. to pay the court to get the quit claim deed recorded and i explained that if I had {$5500.00}. that I would have paid that towards the arrearage to bring my loan current. My home preservation specialist at that time that was assigned to me by Wells Fargo was XXXX XXXX. Wells Fargo closed my file and refused to review my documents that were submitted because they said that their policy was that the quit claim deed HAD TO BE RECORDED. So I was denied at that point and I contacted XXXX XXXX to make the request for Wells Fargo to make an exception. I had tried to go to the court house and had received a copy of the invoice from the court and also sent a copy as proof that I had been there as the invoice was stamped with the date and time. XXXX 's response to me was that he would have to speak to the investor of the loan which was XXXX. XXXX XXXX to determine if they would agree to review my file. At this point, I was assigned a home preservation specialist in the Office of the President named XXXX XXXX. When I had my first conversation with XXXX XXXX he was very rude, combative and unbending. He also raised his voice during my very first conversation with him. I was also introduced to the Office Manager named XXXX XXXX who was very professional. I told XXXX XXXX how unprofessional XXXX XXXX was and how verbally abusive he was especially to be working and representing the Office of the President with Wells Fargo. XXXX XXXX offered to reassign another XXXX however, the process had been dragging on and I felt that it would postpone and delay a response from Wells Fargo even in as much I wanted to have a rep. that genuinely cared about the customer and XXXX XXXX spoke with negative language such as short sale and foreclosure rather than try to look for a positive solution. During my conversation with XXXX XXXX, he went on to say to the rep. at XXXX ( in a separate conversation ) who also felt that XXXX XXXX was very combative, that I was behind in my property taxes that are by the way escrowed and paid by Wells Fargo which is why the {$5500.00}. was due. This was far from the truth. In fact, XXXX XXXX and I spoke and she stated that she researched it with the taxed dept. and it was concluded that the burden of responsibility was on Wells Fargo and that they had to pay the $ XXXX.in order to get the quit claim deed recorded. XXXX XXXX stated that I was absolutely correct in stating that I was not behind in my property taxes like XXXX XXXX had raised his voice and said and that Wells Fargo 's position was that they would have to make a special request to XXXX XXXX XXXX County court to send them an invoice earlier than normal and that was what they were moving towards. XXXX XXXX did state that she was not a home preservation specialist but she was trying to assist me. Another week passed and suddenly Wells Fargo decided to move forward with reviewing my file and made a decision to reopen my file for a decision. Something in the back of my mind told me not to trust Wells Fargo because after several weeks of demanding a quit claim deed that had to be recorded before they would even consider reviewing my file, XXXX XXXX stated that Wells Fargo decided that they did not even need the quit claim deed and now they were going to make a decision without a recorded deed. When Wells Fargo thought it was my responsibility to pay the {$5500.00}. and get a recorded deed, they were very demanding and to the point of being down right rude about their position as this was their policy! So now since the burden was on them, their decision was to completely forget about the quit claim deed and XXXX did not even try to pay it but threw the idea to the curb as now it was no longer their policy in order to review my file after giving me XXXX for this so called policy since XX/XX/XXXX and now it is XX/XX/XXXX. and I have been waiting for a response from them for weeks. On XX/XX/XXXX, XXXX XXXX sent me an email stating that Wells Fargo made a decision in hopes that I would call him. XXXX XXXX did not even have the decency to pick up the phone to discuss the matter nor was he helpful with alternative options. I am convinced that XXXX XXXX was born without a heart and lacks the manners of someone who said his desk was in the Office of The President. He should work in a mail room sorting mail as long as he does n't have to communicate with people or be heard. XXXX XXXX stated that he wanted to help me. He followed that statement with I could do a short sale, bring my mortgage up to date and at that point I told XXXX XXXX that I was getting off of the phone because he seemed to gloat in wanting to see my home go into foreclosure. XXXX XXXX just stated that my case was denied due to lack of income. Wells Fargo could have granted a loan modification but I assume with all of the hefty fines, they want to continue to be as deceptive as they always have been. Understanding all of the complaints of fraud committed towards consumers by Wells Fargo over the years, it would seem that Wells Fargo would be motivated to coming up with alternative options and solutions to help their customers instead of using threatening tomes and verbiage with their customers and mainly to adhere to policies of the processes for their programs instead of making policies up as they go along. Their policies are situational. I intend to bring my past dues up to date and attempted to speak to a representative in the Office of the President named XXXX XXXX to have her note that in my file. XXXX XXXX responded to me that she could not note my file because I was calling from work and I did not have my mortgage account number with me at the time and that she COULD NOT locate my file without the account number even though I said I could provide my social security number and complete address. And yet this woman also worked in the Office of the President as Wells Fargo!!! This is unheard of to receive this kind of disparate treatment. I am convinced that Wells Fargo discriminates against single women, especially XXXX XXXX women. So I will have to call again today on XX/XX/XXXX to make an effort to get my intent to pay my past due amount documented in my file. XXXX XXXX did not even care or lift a finger to assist me. She said she could not do it..

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