Consumer complaint received 2016-05-19
Company: WELLS FARGO & COMPANY
State: WA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I purchased the house in XXXX. Since XXXX forward I have been attempting to get some form of loan modification. I have made hundreds of calls and faxed hundreds of pieces of paper in an attempt to get a loan modification Most of the documentation that was requested by Wells Fargo, ( for the loan modification ) I had to send from one of my local Wells Fargo Branches, due to the fact that my paperwork ( regardless of the amount of attempts to fax ) was either " never received '' or " illegible '' or " lost ''! Even when attempting to fax from their branch they would tell me that my fax was either " never received '' " illegible '' or " lost ''! Finally in XXXX I was sent a notice that my loan payment was going down {$170.00}. I called Wells Fargo ( my loan service r ) to confirm that this was the beginning of a loan modification. After numerous calls they informed me that this was not a modification, and instead was a piggy-back loan. After many attempts to acquire the correct information, I was informed that the investors that held the load " did not do loan modifications ''! However in the original adjustment, the payment became {$1400.00}. XXXX and after a four months the payment was adjusted again to $ XXXX. Since I receiver the original {$170.00} deduction in my loan payment until three year ago I was told it was a piggy-back loan and not a loan modification. At the point in time that the loan amount went up to $ XXXX, I requested original loan documents to be sent to my local branch. 
I returned to pick up the documents to find a complete set of papers stating I had a loan modification dating back to XXXX. Also, these documents were signed with my name!!! But I had never seen these papers before in my life!!! There are numerous examples of these same type of scenarios I have come across while dealing with Wells Fargo. From endless lies to, forgery, and consistent wrong information, Wells Fargo has been IMPOSSIBLE TO WORK WITH!! 
Forward to today, I recently was denied for a loan modification again. This time for two reasons : 1.Because of the investors. 
2. Because I " do n't make enough money '' and Wells Fargo will not inform me about how much I have to make! 
On XXXX XXXX XXXX I received a letter stating that I had Loan Preservation Specialist. ( XXXX XXXX ) It also stated that XXXX XXXX { My Loan Preservation Specialist ) stated that she would work with me on the loan modification process. Then dated XXXX XXXX XXXX I receiver a letter from XXXX XXXX, stating he was my new Loan Preservation Specialist. He said to keep this letter and if I have a change of circumstances, I should call him. After speaking with him, he said to send him some information about my change of circumstances. So on XXXX XXXX XXXX I call him to inform him that I will be faxing papers to his office. I was informed by XXXX XXXX and three loan specialist from the foreclosure department that I had eight days before the sale date to send in the documents about my change of circumstance. On a follow-up call on XXXX XXXX XXXX I made an additional attempt to contact XXXX XXXX, and was stonewalled by the Re-Entry Team. At that time they informed me that I did n't have send in my change of circumstance eight days before my sale date, I had to send it in XXXX days before my sale date. Please note that the date of manufacture of the letters sent to me from my " Loan Preservation Specialist '' were XXXX XXXX XXXX & XXXX XXXX XXXX. Both of which were past the XXXX day lead time necessary for the change of circumstance documents to be submitted! To conclude .... I have tried tirelessly to make the payments of my mortgage and manage this loan. Unfortunately, I have received absolutely no assistance from Wells Fargo and find them to be not only impossible to deal with, but also predatory to anyone that might be at all vulnerable!

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