Consumer complaint received 2015-11-13
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
Wells Fargo Loan # XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXXWells Fargo does not have the staffing required, nor the competency, to bring a short sale to a successful close. 


We submitted closing documents to obtain HUD approval on Monday XX/XX/XXXX. On Tuesday morning at XXXX EST, the negotiator responded, requesting revisions to the HUD and additional documentations. These were sent to him ( same day ) at XXXX EST - these were ALSO sent to the additional email address of XXXXXXXXXXXX. We received an automatic response that the negotiator would be out of the office until XX/XX/XXXX. We ALSO received the following automatic response from the Liquidation Mailbox : -- -- -Original Message -- -- -From : XXXXXXXXXXXX [ XXXX : XXXXXXXXXXXX ] Sent : Tuesday, XX/XX/XXXX XXXXTo : XXXXXXXXXXXX : Auto ReplyThank you for your email. Your email has been received by the XXXX XXXX XXXX. Documents will be reviewed within 24 hours. Your Wells Fargo Closer will be contacting you with an approval or notification of required corrections. 

Our hours are XXXX to XXXX Monday to Friday eastern standard time. 

Loss Mitigation LiquidationWells Fargo Home Mortgage******Please note that in the response, Wells Fargo 's Liquidation Closing Department stated they would review the documents within 24 hours ... .. 


24 hours came and went and we placed a phone call to Wells Fargo on XX/XX/XXXX at XXXX We were told there was nothing we could do except leave a voicemail for the negotiator, which we did. We also emailed him requesting an update. 

We got nothing ... ... 

At XXXX we called again and were informed ( by an obvious newbie ) that management had been working on it ALL DAY and we would have a response soon. 

Still nothing ... .... 

At about XXXX we called again. The newbie did n't know what to do or how to handle our request to get an approval for closing. I had to tell him he needed to get a manager involved, which took about 20 minutes for him to do that. We did finally get ahold of someone in management. She was very informed and pleasant, but was not able to get ahold of anyone within Wells Fargo that could help us today. We found out through this phone call that no one in Wells Fargo had even looked at the file today -- which means XXXX of the newbies LIED to us. 

It is apparent that Wells Fargos policy is that if your negotiator is gone on vacation, nothing will be done your file. 

Wells Fargo place an auction date on this property and is refusing to allow the short sale to close, even though they have given an approval letter. Their 'word ' means nothing, even if its in writing. 


As a result, this file did not close today, nor can anyone at Wells Fargo give us any idea of when or if this will be able to close. 


Have I mentioned that this is a Federal - XXXX XXXX? 

In addition, we have already filed a CFPB complaint due to Wells Fargo 's incompetency regarding an Authorization - it took 3 months and a CFPB complaint for Wells Fargo to figure it out. I have attached a copy of that CFPB complaint to this complaint. 

This short sale was started XX/XX/XXXX ... and Oh and by the way - the seller has been DEAD this entire time ....

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation