Consumer complaint received 2018-03-22
Company: WELLS FARGO & COMPANY
State: DE
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/XXXX I was experiencing health issues. I was XXXX due to unknown complications from having XXXX XXXX and XXXX XXXX XXXX. I then had to have XXXX for a XXXX in my XXXX. We contacted mortgage company, Wells Fargo, promptly to inform them of our financial hardship. We applied for a loan modification and new loan modifications were to begin XX/XX/XXXX. While we were just about to make the first payment, we received correspondence on or around XX/XX/XXXX that the loan modification was being revoked and denied. And any payments received that were less than original amount would be returned, therefore no payments were submitted. In addition when we did want to make payments we were told we couldnt because there was no active account to pay it towards (? ) In mid-year XX/XX/XXXX we received notice of a Sheriff Sale and Wells Fargos plan to foreclose. We would call and tell them we were still working on modifying our loan and then the foreclosure would be been delayed and the sheriff sale lifted. This would occur several times within the last 6 to 7 years. There also was a Voluntary Dismissal filed by Wells Fargo in XX/XX/XXXX. But as I stated the threat for foreclosure and sheriff sale would occur several times and for every time we would call and say we were being re-reviewed for a loan modification, the Sheriff Sale would be lifted. We applied for a loan modification every year as we were instructed to do so by Wells Fargo after the revoking of the first approved modification. There was no explanation why it was denied after it was already approved. We were simply told to keep applying (? ) but for every application we submitted we were never given closure or follow up. Even though I had letters saying We thank you for your recent application. We have received all of the necessary information at this time. Please allow three days for review and we will be in touch. I was told by Wells Fargo that notations on the account indicated the file was closed due to homeowners not cooperating or incomplete file. And the worse part we never received a single call, not even a collection call, never. In one application for a loan modification was XX/XX/XXXX. We were told that session was closed do to homeowners not cooperating and paperwork incomplete. I then sent proof that in fact all necessary paperwork was submitted and received by their agent. We worked so hard to ensure that we submitted everything required. We received a letter by the Preservation agent confirming the receipt of all the paperwork. So ok by notice on our door we are made aware we were for Sheriff Sale again for XX/XX/XXXX. We call Wells Fargo to let them know that we have been trying to get our loan modified. At this point Wells Fargo is not lifting the sale date and they tell us theyre not allowed to do that (? ) even though they have been doing it for the past 6 years? So my husband files for bankruptcy which gave us an opportunity to apply again for a loan mod. We submit all necessary paperwork and we receive a Special Forberance and if successful it would become permanent. However, we simply asked for a detailed expense breakdown of the charges. The agent told my husband he couldnt provide that and my husband asked who can? So before we would agree to the offer we wanted a simple breakdown of what were the charges/expenses. We were waiting on the Preservation agent to get back to us but the timeframe for the pre-mod lapsed. On XX/XX/XXXX as I was being returned home after two doctor appointments, we find a Sheriff Sale notice on our door. We did not receive any other notices, eg attorney etc. At this point I cant XXXX Im extremely XXXX. My XXXX is uncontrolable, Im in constant severe XXXX XXXX, XXXX XXXX XXXX, I cant XXXX my XXXX, or XXXX XXXX. But anyway under the advice of my attorney he tells me to file bankruptcy so I can clear my debts and it may open an opportunity to talk to Wells Fargo again. Well when I speak to them Im not given the opportunity for a loan modification. Im told I had only three options and all three do not allow us to keep our home. I was also told they were going by a FHA investors guidelines : which doesnt allow loan modification for loans greater than 3 years. I said we were never told this and so why were we able to submit year after year for the last six to seven years? Bottom line is we called as soon as we knew we were going to be behind. We informed them that it was due to medical necessity/hardship but when we were left to wonder what was going on with Wells Fargo the accumulation of arrears is certainly not our fault. Why didnt they foreclose on the property in XX/XX/XXXX? Or thereafter? And now they dont want us to work out any remedies due to the arrears. And if Im not mistaken this company may have filed a judgment against me and my husband under a different name for the amount of the arrears without our knowledge. We have been living in our home for 26 years. We want to keep our home. We were aware of mortgage programs that were available for people in our situation. We need help!

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