Consumer complaint received 2016-05-31
Company: WELLS FARGO & COMPANY
State: AZ
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
My parents ( both deceased now ) had a reverse mortgage on their home through Wells Fargo Home Mortgage ( WFHM ) .My mother passed away XX/XX/XXXX and my father remained in the home until XX/XX/XXXX, when he was hospitalized. After a month long stay in a rehabilitation center, my brother and I arranged for him to be moved to an assisted living facility. When it became clear that he would be unable to return to his home, my dad asked me to initiate the process of giving the house back to WFHM by means of deed in lieu of foreclosure, as the house was worth what was owed on it. 
I called XX/XX/XXXX and was informed that I needed to fax my Power of Attorney to them. I did so and waited. While we were waiting my dad fell and broke his leg - requiring another hospital and rehab stay. While he was hospitalized, I received a letter stating that my POA was not acceptable to WFHM. I called again and was told to type a letter for my dad to sign, giving WFHM permission to deal with me. Again, I did as requested and sent the letter to my brother to have our dad sign. Unfortunately, he had taken a turn for the worse and neither my brother nor I felt comfortable asking our dad to sign a letter he was incapable of comprehending. Once again, I called WFHM and explained the circumstances. I was told not to worry, that we had a year from the date the house was vacated to give it back. 
My dad passed away XX/XX/XXXX - a Saturday evening. First thing, Monday, XX/XX/XXXX, I called WFHM to inform them of my father 's death. I was told that I would receive a letter from one of their " Home Preservation Specialists ''. I received the letter, dated XX/XX/XXXX. I called the phone number listed numerous times and always got either the woman 's voice mail or a message stating that her mailbox was full. I easily left her 30 voice mails and never heard back from her. I called the number one last time and opted to speak with a customer service representative. I was told to fax my parent 's death certificates and a copy of the will - of which I am the executrix. I took the documents to a local WF branch and a banker faxed them for me. Again, I waited ... 
A few weeks later, I had to go to the bank on another matter and mentioned my frustration to the banker. He gave me a phone number for their resolution department. I called, explained my problem and was assigned a different HSP. The gentleman with whom I spoke asked me what I wanted. I explained that our parents were being interred XX/XX/XXXX and I would like to give the house back the next day. This gave my brother and me a chance to inspect the property. 
I was told to write a letter explaining what I wanted to do and fax it to WFHM. I did so, and a week later it was rejected. Back to the bank I went and the banker called for me. I asked the woman to state VERBATIM what needed to be written. Again, the latter was rejected - this time I found out because my XXXX HPS had FINALLY returned my calls. She needed me to add one phrase to the letter and re-fax it. She also promised to call me XX/XX/XXXX. It is now XX/XX/XXXX and I have not heard from her ... 
In the meantime, I received 12 letters ( 8 Certified Mail ) from a law firm stating that the house was to be sold at a foreclosure sale XX/XX/XXXX. I called the law firm and wrote them a letter explaining my ordeal. I also filed a complaint with the XXXX. Two days later, I heard from the WFHM resolution department. I was told I had to open probate. This was the first I had heard of probate and I said if that had to be done, WFHM was paying for it, as there was no more money in my dad 's estate and I was NOT paying for it. 
As it stands right now, I am supposed to hear back from WFHM XX/XX/XXXX or XX/XX/XXXX. I will believe that when it happens! I have never dealt with such incompetence. It is now 9 months and I am still waiting ...

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