Consumer complaint received 2016-07-28
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Subject : Wells Fargo extending processing, not evaluating documents properly. Homeowner submitted RMA requesting modification numerous times over the last three years. I feel into a medical hardship, death of my husband : which caused the financial hardship. Homeowner filed all required court document in the making home affordable program, trying to save my home. I had to quit my full time employment to care for my son who is XXXX, requiring my attention : XXXX. 

I have provided all information to Wells Fargo in good faith under the DOJ/ XXXX Agreement : the National Mortgage Settlement Agreement. 

Wells Fargo is discriminating against my homeowner claims, in a form of reverse discrimination ; holding the mortgage in extended processing, denying a loan modification while homeowner is qualified in previous applications. 

I was sold a modification from the collection department of Wells Fargo and signed the agreement without understanding what all the terms meant. 

I understand now : that I got a bad modification This homeowner, feels that her case has been unfairly treated for the following reasons : 1. No active single point of contact, constantly changing, when calls made to the single point of contact, routine routed to the collection department, never the same contact person. 
2. A Single point of contact was assigned in my recent modification application ; when calls were made to the point of contact : no calls were never returned. 
3. Wells Fargo has held the homeowner in extended process in bad faith for 26 months after the death of my husband. 
4. Homeowner feels that she was discriminated by Wells Fargos collection department because of the following : A ) wrongfully advised that documents were not submitted, or B ) documents were submitted, or C ) resubmit documents, or D ) the foreclosure date is set and homeowner is responsible for not providing the requested documents : these XXXX points are causing a state of confusion and terror to the homeowner. 
5.Wells Fargo started a double tracking procedure while I was in a modification process which keep me in a state of terror for 3 years. 
Wells Fargo was aware of the my medical hardship during the loan modification in process, and moved forward with the double tracking anyway. This caused me to sign " anything " due to duress fear collection tactics. 

This is a clear violation under the National Mortgage Settlement Agreement ; specifically double tracking while homeowner provided all documents under good faith to protect their home from foreclosure. 

6. Homeowner has contacted has pasted the 12 month payment on the recent modification : and qualified under a " change of circumstances '' to request a new review for a new modification. 
7. Homeowner is in a state of fear created by the collection tactics by Wells Fargo and afraid to even ask for a modification review for the last two years. 

The Banks ' failure to discharge their required loan modification obligations, during homeowner 's honest attempt to save their home from foreclosure. 

Homeowner is claiming mortgage processing discrimination in delaying processing : by overloading Wells Fargo processing agents ( recorded for quality assurance and training '' with a case work load of XXXX cases as per agents statement. These overload cases are causing a form of mortgage discrimination against homeowners, thus losing their homes to an inability of the Loss Mitigation department to properly manage the existing case load. 
Alleged violations, included, but are not limited to, the following : a ) failing to perform proper loan modification processing ; b ) failing to manage processing agents and special points of contacts, therefore causing a a form of mortgage discrimination against homeowners ; Homeowner has ordered a XXXX Securitization Audit of their mortgage and history.

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