Consumer complaint received 2015-06-30
Company: WELLS FARGO & COMPANY
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I have been working diligently on a Short Sale with XXXX Lien Holder Wells Fargo since XX/XX/XXXX, I have experienced nothing but continued frustration and stress. I have sold the Property now, at least XXXX times, and have had to resubmit all short sale documents numerous times, to only get a new processor, whom does not know how to organize documents, or document documents that have been received. I have spent month after month just getting through the Processing department, to get all the way to a negotiator, and be told additional documents are needed, so of course I send them, and I 'm then told you have to get the XXXX lien with the IRS released before we can move forward. Okay after 10 months of working with the IRS, I get the approval to release the IRS Judgement, only for it to expire, because the Divorce Decree is not worded the way, it needs to be read. My Client has spent Thousands of Dollars on an Attorney, to re-issue the same exact documents I sent in, so we get through this process. Then we are requested to show receipts, so those where produced and sent to Wells Fargo, after multiple months, I am then informed my Client has a surplus, and is denied the Short Sale. You can only imagine the frustration, I feel at this point, to know the file has been closed, and I will now need to start all over again. My Client and myself have tried over these past few months to reach out to our assigned Processor, Negotiator, and their acting Manager 's, to not get XXXX informative response by phone or email. I did speak to XXXX XXXX as Manager, to only inform me, she could not get exact information from the review team regarding the surplus, they are indicating, resulting in a denial. My Client had requested, multiple times someone return her call, to go over her indebtedness, and her current circumstances, as well as her changes in members now living back in her home, placing even more burden on her current Household expenses. I am just absolutely appalled at the poor communication, and compassion the the employees of Wells Fargo have provided, to assist in getting relief for my Client. My Client has lived in her home for over 30 years, and it is literally falling down around her, and unable to obtain Insurance, as the home is in such poor condition. Now here we are again, starting over, and sitting on yet another IRS approved release that will expire on XXXX. The poor communication and miss handling of documents, has caused not only stress, anxiety, frustration, BUT HOPELESSNESS. My Client is in need of HELP, I have truly worked diligently, and confirmed the value of the home is {$30000.00}, and have the property under contract for {$31000.00}, and have not lost sight of trying to bring this to a close, to only be road blocked, month after month, year after year. I would say it 's time to get out of the Break Room, and re-train your Employee 's Wells Fargo, these are peoples lives, and in this Industry it 's our duty to assistant and HELP in anyway we can. My Client is showing and outstanding amount of expenses, and not enough income to cover the $ XXXX she is past due, and her current monthly expenses of {$8800.00}. I believe your systems are a failure in Assisting our Homeowners regain their financial abilities to care for their families, and step out and try to get on their feet again. This is just plain PITIFUL. Sincerely, XXXX XXXX XXXX with XXXX XXXX XXXX XXXX XXXX XXXX on behalf of XXXX XXXX Client XXXX

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