Consumer complaint received 2016-09-15
Company: WELLS FARGO & COMPANY
State: IN
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Well Fargo is all about putting the customers first. You have seen their commercials. They are warm and inviting, showing a happy family nestled in their cozy affordable home. A simple call to Wells Fargo can handle any concern, and, the camera cuts to a courteous eager representative, promptly handling the concern, so that the family can quickly go back to nestling, or flying kites in the backyard, or grilling on the patio. 
After all, as XXXX XXXX XXXX, Chairman and CEO states on the website, " Everything we do is built on trust. It does n't happen with one transaction, in one day on the job or in one quarter. It 's earned relationship by relationship. " Further, one of the company priorities is " putting customers first '' and the company 's core values include, " Ethics '' and " What is right for the customer ''. 
Does this sound a little too good to be true? For me and my husband it sure turned out that way. Here is our " commercial '' experience with Wells Fargo. This experience must be shared, because I feel certain that there are many more just like it happening across this great United States. I am not out to destroy Wells Fargo, I have forgiven them for what we experienced. I had to do so to move on. However, this needs to be told. I owe this to my husband. 
On XXXX XXXX, XXXX XXXX and I purchased a home at XXXX XXXX XXXX XXXX, XXXX XXXX for {$270000.00}. Our mortgage company was Wells Fargo. We were relocating from XXXX to XXXX for my husband 's employment. We still owned our home in XXXX, XXXX, so our creative Wells Fargo representative told us that, with our credit in such great shape, we could purchase the XXXX home by financing it with a XXXX and XXXX mortgage together, with no money down. Our XXXX mortgage was approximately {$200000.00} ; and our XXXX mortgage for {$70000.00}. with payments mostly all interest for 10 years or XXXX. ( Those figures are approximate as I do n't recall exact numbers now ). 
The monthly payments were a rounded {$1100.00} on the XXXX mortgage, and a varying {$280.00} or so on the XXXX mortgage. We were never late or delinquent with our payments. 
XX/XX/XXXX, during a decline in the commercial real estate market ( of which my husband was employed as a XXXX XXXX of a XXXX ), my husband was let go from his job. Unfortunately, this job loss sent our lives into a tail spin with the worst ending imaginable. XXXX was out of work for 18 months and we were never late on our mortgage. We juggled what money we had. I left my job that I loved, because it provided us no medical coverage, and sought a job with benefits and more pay to help keep us solvent. At 18 months of unemployment, XX/XX/XXXX, our extended unemployment benefits were possibly extinguishing, and we had no idea what we were going to do. 
XXXX contacted Wells Fargo and explained the situation to a representative and asked what Wells could do to help us, reminding them that we were current and had not been late during this turbulent time for us. The representative, XXXX XXXX, told us that Wells Fargo could not help us unless we were in default. She advised my husband to not pay our next mortgage payment and then call her directly for help. This went against everything we stood for as conscientious consumers, however, we were at a point where we did n't know what else to do but follow her advice as the professional. XXXX told XXXX that our credit would not be affected, and no action would be taken as long as we worked toward a loan modification. As instructed we called XXXX on XXXX XXXX after not making our payment for XXXX. XXXX got XXXX when he asked for XXXX. XXXX was new. She had trouble accessing our file, put XXXX on hold a few times, and then said she would send us forms in the mail to complete. We never did hear where XXXX went. ( cont.see attachments )

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