Consumer complaint received 2016-07-06
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
I 'm filing this complaint against ASC/Wells Fargo. I contacted ASC XX/XX/XXXX to inform them that I would like to move forward with a short sale of my home to prevent a foreclosure sale. I had previously tried to re-modify the home with ASC/Wells Fargo but that proved to be unsuccessful. I contacted customer service and asked for the steps I would need to take to move forward with the short sale process and the representative informed me that the Foreclosure prevention department would be contacting me within 24/48 hours with the information on how to move forward with the short sale. He also stated that the representative would be able to answer any questions I had regarding the short sale process, that he would calculate the amount owed on the home and give a % discount based off of what they believe would be a fare price for the home and that we would base the sale of the home off that figure. After two days we heard from our former Home preservation specialist XXXX XXXX ( a representative who has been less then pleasant throughout this entire process and whom I asked would be replaced with a much more pleasant person, that request was completely ignored. ) XXXX then begins to tell me that he would n't be able to do anything the customer service agent had informed me he would do and that would be handled by a different department and he was only the point of contact. He then stated that he would notate the account regarding the short sale request and that we would need to get a realestate agent to list the home and go from there. This was most disturbing, we had been lead to believe that ASC would help to manage the process, but that was not true and again we had been given misinformation again. We asked if he ( XXXX ) could give us the payoff information so that we could at least have a place to start, but he transfered us back to customer service who was supposed to assist with the payoff but instead I was placed on hold and then hung up on. I called back, got XXXX who transferred me again which lead to another dead in call and no assistance. I decided to contact the lawfirm pursueing the foreclosure for ASC/Wells Fargo and they had me send in an email request that only resulted in them telling me to contact ASC. I reached out to XXXX leaving him a message as well as sending him an email requesting the payoff information and informing him of my challenge this is now day 3 with this continued misdirect and no solution. Unfortunately I did n't hear from XXXX at all and the next day I decide to contact ASC again and handle it. Unfortunately this was another misdirection with no assistance. We called back the next day and that we could have used to contact an agent to help us instead we walk us through the process and but instead we where given misinformation again XXXX in customer service tells me that it takes 3-7 business days to receive payoff information. Why was n't I told that by XXXX who assured me that customer service had the information, or by the XXXX other agents I spoke with prior to her. This is unacceptable. This is already an unfortunate circumstance, and this type of misleading, misdirection, and no accountability, or taking ownership is frustrating and signs of unacceptable business practices. They say they are here to help yet I have been given assistance that falls short of being helpful. Now we have lost two weeks due to inaccurate information and are scheduled for foreclosure in less then a month. Unacceptable!

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