Consumer complaint received 2018-03-03
Company: WELLS FARGO & COMPANY
State: PA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
this will be a bit lengthy, but i will try it shorten some ...

I became behind in my mortgage in XX/XX/XXXX. I called Wells Fargo to request a loan modification and was given the opportunity to start the process. I wrote the hardship letter and submitted all information that was asked of me. Made my 3 months of payments as asked of me and had paperwork sent to me that had to be notarized and sent back in order to complete the process. There were many issues which made this almost impossible to complete. First attempt the loan specialist stated the notary did not sign in right spot. Second time he states he never received them paperwork and the third he says we received your papers puts me on hold says he see were they came in but doesn't have the paperwork and can not find them. During this back and forth the representative kept asking me for a payment and every time I would ask what my exact payments would be he would be extremely vague with statements such as " it should be around the same as what you were paying '' and " let 's just get the papers signed and completed and worry about that later. The last time I spoke to him in XX/XX/XXXX when he told me he could not find my papers, and asked for a payment I told him that I was done. Get back to me when there were concrete numbers and when my paperwork I had sent was found. 

I had not heard from anyone for a few months. In XX/XX/XXXX the same representative called me and says, " okay, lets get this modification done. '' He continued to inform me that he would be sending another set of documents to have signed and notarized but once I received them I was to take them to their specific notary so there would be no other issues, to which I agreed. Once I received the modification documents in the mail we schedule a date for me to go to their notary. Once there I opened the envelope, showed the paperwork to the lady who was there and immediately called the representative. The paperwork sent had wrong dates and wrong amounts. When brought to the representatives attention he apologized and then said he would send me a new copy with the correction but could only send once they received the incorrect copy back. That made no sense to me and I refused. I told him I was not spending postage for their mistake and he said for me to leave with the notary and she cant send back and then they will resend with the corrections. I refused and said they could send me the corrected paperwork but I was not returning the documents I had in hand. 

Afterwards I would receive phone calls. The first couple of calls I did try to get answers to which no one could tell me anything absolute other than I owe them a debt. I finally decided to try to record our conversations but every time I told any representative that called me that the call was being recorded that said they do not give permission to be recorded and they could not continue the conversation until I stopped recording. I of course refused cause again nothing was making any sense to me. 

Fast forward ... I am now in jeopardy of losing my home still with no answers and no one wants to address these issues. I also now believe that fraud has been committed on my account and would like someone to tell if it is the case because in the discovery packet I received I now have a document from a notary stating I was in XXXX, New Jersey to sign and enter into the mortgage agreement. I have never been to XXXX, and a representative of XXXX XXXX XXXX  ( original creditor ) came to my dwelling in XXXX, Pennsylvania to complete the refinance. There are more within the paperwork that raises questions and I truly would like assistance in find all discrepancies pertaining to this alleged debt due to so many inconsistencies. 

Another issue that would raise eyebrows is that during this foreclosure process my on XX/XX/XXXX my dwelling was involved in a 4 house fire. Once the monies from the insurance company came in, Wells Fargo refused to disburse the money to fix the house and the reason given was they had my house in the system to be sold on XX/XX/XXXX. I had to fight with Wells Fargo and the so called attorneys to fix the problem because there was no way for the house to have a sale date if we were still in the court process and no judgement had been made. So again how can you have a sale date when we still had not had a court date? And now there are attorney fees being added into the mortgage statements when again there has not been any type of determination at as yet. 

I am pleading for assistance in this matter and pray that I can finally get some real and accurate information

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