Consumer complaint received 2016-01-10
Company: WELLS FARGO & COMPANY
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I 'm not sure how much detail to give, so here goes. In XXXX, I had XXXX. After successful treatment, I found myself to be XXXX. I dealt with it at first, then sought medical help. It got much worst XXXX of XXXX. Due to my XXXX, I was not being paid for time out. I had XXXX XXXX and all. My wife and I were unable to pay our mortgage for about 3 months, at which time we applied for a loan modification from Wells Fargo Mortgage. We were told to supply all paperwork requested, which we did. The bank told us not to pay anything until after the modification so we did n't. The loan modification took a total of 9 months to get an answer, at which time we were contantly told to resend information we already sent. I kept resending it. The agent I was dealing with took a very bad approach to helping us. At the very very end of the process, that agent " disappeared '' and they gave us another agent, who is worst. 

Anyhow, the initial loan modification was approved. We were supposed to start paying XXXX XXXX ( no lowering of payments ) for 3 months as a trial. Our initial loan allowed us a 15 day grace period. We were a little late in XXXX due to my XXXX. I called WellsFargo to explain this and they said the loan modification was cancelled and that I would have to reapply, so I did. I resent the requested documents through email and then was told not to pay anything. Then I do not hear back from our agent until the end of XXXX when he clarified exactly what he need and I resent it again. I have left multiple emails to him with no response. I finally ended up calling the regular Wells Fargo Mortgage and they said that the loan modification was denied. I explained to them again ( and before paperwork was sent ) that I have XXXX, had 2 months of mortgage payment which I would like to pay immediately, and also reminded them of the manner that my loan modification was handled and why I now owe 13 months. They said that a letter was sent out on XXXX XXXX stating that the modification was denied and a pre-foreclosure letter was sent on XXXX XXXX. I have communicated with my agent via email that I want to appeal this decision. Today is XXXX XXXX, and in todays mail I find the loan modification denial letter stating that we had withdrawn our request and that is why it was denied. I have yet to receive anything about foreclosure. 

They have done a horrible job handling this and now I feel as though they are going to foreclose after all the XXXX that they put us through. Previous to that we had paid the loan every month for about 2 years. The mortgage insurance is raising our mortgage by almost XXXX a month which makes it hard to afford. I had previously asked them for assistance with bringing down the payment which the agent brushed off and said " you 're lucky they 're not foreclosing since you did n't pay for 9 months '' which I took offense to. I have names of all agents involved and emails to back up my communication attempts. 

When were were initially trying to pay the 2 months that we had a little bit late in XXXX, their website would not let me login. I made many calls and spoke to about 3 different people which all said that it was a website/technical related problem. Finally the 4th person I asked told me it was because I needed to speak to the home preservation specialist, who, as you know, never answers his phone and emails. 

Please help in any way that you can. I also am sending complaints to state ( NJ ) and federal agencies and possibly the FBI. 

XXXX The first home preservation specialist we dealt with for 9 months of XXXX was named XXXX XXXX XXXX. The current specialist is named XXXX XXXX, though I wonder if he exists because he does not communicate. I think he is ignoring my requests.

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