Consumer complaint received 2015-10-14
Company: WELLS FARGO & COMPANY
State: NY
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
XXXX XXXX # XXXX XXXX XXXX XXXX, NY XXXX Whom It may Concern : Hi my name is XXXX XXXX working with the Law Office of XXXX XXXX XXXX. located at XXXX XXXX XXXX, XXXX XXXX, XXXX, NY XXXX. 
The reason for the complaint is that we have tried on numerous occasions to modify the Loan for XXXX XXXX, Loan # XXXX, from American Servicing Company, with a subject property located at XXXX XXXX XXXX, XXXX XXXX, NY XXXX with a social security ***********We have tried on numerous occasions to modify the Loan, and they do not want to open the file and reactivate it for a review. The file was submitted on XX/XX/XXXX and wrongfully removed from Review XX/XX/XXXX which they claim for missing documentation. They advise us that we need to speak to a " Reactivation Team '' in which they need a change of circumstance to open the file for review, knowing that the mistake accomplish for this file was from ASC. 
We had obnoxious missed communications with this bank since it was opened for a review XX/XX/XXXX. We encountered XXXX different Home Reservation Specialist, in which each XXXX had no clue once so ever of what the file was about, causing this file to drag along requesting documentation through each conversation. I do n't understand how can a mortgage company say they have a complete file, and days later they request more and more documentation causing this file not only to be delayed, but at the same time dragged causing this file to be more of a debt for the XXXX. 
ASC claimed XX/XX/XXXX that the file was denied for missing documentation referring to a XXXX XXXX XXXX statement of Commission for XXXX XXXX that was requested XX/XX/XXXX. We were never made aware of such documentation needed. We had numerous conversations with the Servicer during the month of XXXX and XXXX, and this information was never requested. We even discussed the file with the Account Specialist assigned to the file, and this documentation was never brought up in our conversation. She claimed that an MDL was sent to us, but they send it to the wrong address. They send it to the address where we located before, knowing the new address that was on record. 
Please refer to the following conversation on the Months of XXXX and XXXX which is also attached on the report addressing the issue : XXXX XXXX XXXX Called lender and spoke to XXXX From Loss Mitigation Dept. 
Requested the following document : XXXX Business XXXX XXXX past 2 years Proof of occupancy XXXX XXXX No P & L Requested } XX/XX/XXXX Requested Documents XX/XX/XXXX- Spoke to XXXX XXXX Loss Mitigation Dept. Received the documentation. XXXX XXXX has not send the file fore review. Emailed her to send the file to review. 
XXXX XXXX XXXX Incoming call XXXX XXXX assigned Account Specialist. We clarified that we can not send a XXXX for Business because XXXX does not own the Business. She advise she will send the file to review. 
XXXX XXXX XXXX Called lender and spoke to XXXX from Loss Mitigation Dept. They requested copied of cancelled checks for XXXX XXXX XXXX front and back ) to verify routing information ( no p & l statement requested ) XXXX XXXX XXXX Documents were faxed over as requested to ASCLeft Messages to XXXX XXXX on status on XXXX and XXXX with no callbackXX/XX/XXXX XXXX XXXX Called lender and spoke to XXXX XXXX from Loss mitigation Dept. File was under review with no additional docs requested. 
XX/XX/XXXX Spoke to XXXX from loss Mitigation Dept. File was removed from Loss Mitigation Review XX/XX/XXXX and Foreclosure was activated once again on this file. 
There seems to be a miscommunication that needs to be addressed. No such documentation was requested, file wrongfully denied. Please see the attached report regarding this issue.

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