Consumer complaint received 2015-08-01
Company: WELLS FARGO & COMPANY
State: WI
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Last XXXX my husbands employer had changed his payroll to salary XXXX to XXXX work first then get paid. This resulted in not getting a paycheck for a month. The other problem was his pay decreased because they changed from XXXX to XXXX weeks. I had contacted Wells Fargo before I even fell behind to ask what I can do and at that point they told me there was nothing can do for me. I see them always advertising if you anticipate payment challenges or if you need help they are there to help you. So I struggled and of course I fell behind. You ca n't make up pay you did n't get. I started to get charged late fees so I called and asked now what can I do to catch up. They put me in a payment plan that I could n't afford. Now they know I was currently in HAMP because I struggled when I lost my job after XXXX years in 2007. That program worked great for us. The payments started to go up, so that meant our arrears where increasing. In XXXX I told them that I could n't afford the current payment plan I was in to see if they can forbearance or something. Now up until last XXXX I was never behind, nor did I miss a payment. I assumed that they would be more than willing to help me. Now during the trial payment of my HAMP, my house was discharged in my bankruptcy by their error. So I also continued to pay because I wanted my house. I have n't been getting credit, but I really feel that now my house has equity they want it. I applied for anything they can help me with and that was XXXX XXXX. They continued to weird things, like send someone to my house and put a confidential notice on my door to contact my servicer immediately. That was illegal and there was no disclosure stating that they are not attempting to collect a debt. I was working with them My house was discharged so I had called because I was upset and explained the situation. The representative on the other end had called me a crazy lady. I could n't believe what I just heard. So I asked to speak to someone, had it escalated. Then my case was removed and given to someone else. But really no one said sorry to me, I could n't believe a professional could call a customer that. So I thought I would get fair treatment after that. Then I thought all was going well and then they denied me on XXXX XXXX. They then told me I can short sale, I could n't believe after XXXX years they could n't help me. I said you had no other options for a repayment? Their answer was I was denied because I was n't in imminent default. At this point I could n't believe that all that time they could n't come up with one thing. They claimed they had something ... what liars they had nothing. I felt once they realized I had equity they wanted my house. I had withheld a payment because I sure did n't want to not have one when they requested it. Their answer was I can appeal. What was there to appeal. They could n't do one thing for me? I think they false advertise helping homeowners. I had paid them faithfully and this is how I was treated.

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