Consumer complaint received 2016-02-03
Company: WELLS FARGO & COMPANY
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Not only once, but twice i was told by Wells Fargo Bank that they could not help me out at all unless i was defaulted on my loan. The first time my husband was going to be unemployed for a short while, i had called in to let them know that i may be a little short on money the following month since we would be going without his paychecks and asked if there was some kind of payment arrangement that we could make. The person on the phone told me that they could not make any arrangements to help me unless i was at least 90 days past due on my mortgage. 
The second time, my husband was fearing for a layoff from his company because rumors were going around that they were going to be conducting layoffs. Around the same time he received a phone call from a company back east requesting that he come to work for them. In fearing for him losing his job he took the job offer and we moved out east. We put my house up for sale XX/XX/XXXX, and i called into Wells Fargo again. Again i was told that there was nothing that they could do to help me with my mortgage unless i was 90 days past due. I remember arguing with them asking them why they would n't want to help a customer who has never missed a mortgage payment instead of already putting them in a bad situation before they could help. Now it is over a year later, my husband and i have had a buyer interested since XX/XX/XXXX and we have still not sold our house. Our house is still in the short sale program, after being kicked out and sent into forclosure until i called repeatedly about it they put it back in short sale status. I have had over XXXX " case representatives '' assigned to my case in a year, i never hear from anyone, and the only time i hear from anyone is when i post negative remarks on twitter ( i can count on hearing from someone from wells fargo within 24 hours. ) Every time we submit paperwork, they say they have it and then a week or a month later they tell us they need the SAME paper that they just said they HAD! and now since i defaulted on my loan so that i could go into the short sale program as instructed by wells fargo ( since they would not help me unless i defaulted on my loan ) i can do nothing for the buyer who is so desperately wanting to get into my home. at this point the buyer is offering to pay more than what i owe on the home, but since there are penalties and late fee charges for not paying on my mortgage, i can not take a loan to pay the balance of the mortgage and just sell outright to this buyer, because i would not have enough to pay the penalties and late charges. Please help and make people aware that wells fargo prefers foreclosures over short-sales. They do not offer any help until you are 3 payments behind because it is so HARD to get back from a situation like this. They know what they are doing and what they are doing is wrong! If you would like more information please contact myself or my realestate agent.

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