Consumer complaint received 2016-03-24
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I began my financial struggles in XXXX of 2015, at which time, I made several written attempts for assistance from Wells Fargo Home Mortgage. A letter would come weeks later, each time, advising that they received my requests for assistance, however, no one would contact me. So after the third attempt, I decided to call a phone number that was provided on my statement and I got in contact with customer service, which had to transfer me to another department all together. This was now like six or seven months after the fact. I had tried, in between the time, to get caught up on the mortgage and I made a little progress, but was unable to catch it up totally. Once I finally made contact with the customer service rep, she advised me that my mortgage was in the process of being foreclosed on and I asked when did this happen and she advised like a week and a half before my call. I told her that this was crazy because I was trying to get help and none was provided so she forwarded the call to a home preservationist, whom I immediately explained my situation and stressed that I thought that it was unfair that this was happening when I was the one who, months ago, initiated my own request for help even before it was a default. The home preservationist pretended to be concerned and took my information and I began the official request for assistance. As I told her, I did n't care what kind of assistance it would take to help me get caught back up, I just wanted to get caught up. That 's all I was asking for was to help me get caught up. As I explained to her, numerous times, it was n't a matter of the payment, I could handle it, but I just needed a clean slate at that time to give me a chance to get caught back up in order to become current again. See, I had already received a loan modification two years prior and had fallen back in my finances due to some major medical bills and medications which lowered my funds, at the time. This is why I immediately requested help so that I would n't fall behind on the mortgage, but was basically denied assistance. So again, after continuous requests and attempts to make it on my own, I fell farther and farther behind until I got where I could n't get caught back up. So needless to say, I was denied assistance from the official request and I appealed the decision and was denied again, even with an extra {$500.00} sitting in the bank account and my offers of paying until I get caught up, but I was told that they could n't accept any payments and there was nothing they could do for me. I told them that this was unfair and unethical, to say the least, but they were not hearing it. The home preservationist was very rude and she misguided me in regards to my appeal. First of all, I had to keep calling her to see if a decision was made and when it finally had been, she told me that I had to wait until my paperwork came to me before I could appeal, but when the papers came, it clearly stated that the appeal could be verbal, which I did on the first day that I received the decision and I lost 19 days because of her instructions. She then told me that once they received the docs, my process would begin from day one again, which I had 35 days to get my appeal in. Well, according to her, after the fact, this was not correct either and it was a total of 35 days all together before they proceeded with the foreclosure. Well, my 35 days was about over when I called again only to find out that I was denied again. I asked when was this decision made and the response was, " yesterday ''. Well, why was n't I contacted yesterday? If I had n't called, as always, I would n't have known, just as it was before. I want to know how can they get away with this? I was the one requesting for help in advance and still got the boot in the behind. Why? I still think that they should have to offer me some kind of assistance.

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