Consumer complaint received 2016-02-18
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
My wife and I are both XXXX years old. Since beginning to investigate our reverse mortgage options XX/XX/XXXX I have never gotten a return call from the Wells Fargo Reverse Mortgage representative I had either spoken to or left a voice mail with. 

Further, I have never been able to get an email in order to communicate with the same person and have always gotten a slightly different 'story ' on almost every question asked from each Wells Fargo Reverse Mortgage representative I have ever actually spoken with. Every call to an extension given has always gone to voice mail complete with a 'promise ' to get back to me within 24 to 48 hours. 

On XX/XX/XXXX we sent a certified letter, return receipt requested ( see copy embedded below ) to Wells Fargo Reverse Mortgage to initiate a Deed In Lieu of Foreclosure on Reverse Mortgage Loan Number : XXXX. 

I did n't get a return receipt but by multiple phone calls was 'told ' that they did get the letter. For the last 2 months I have tried to find out and get in writing : Are my responsibilities for the property ended when the letter is sent and the requirements listed in the letter sent have been verified by the Wells Fargo Reverse Mortgage appraiser or inspector? If not : 1. How long will the 'Deed In Lieu of Foreclosure ' take to be completed? 
2. How soon will their inspector look at the home and winterize it? 
3. In the meantime who pays to keep the heat on so pipes wo n't freeze? 
4. Who keeps up on the taxes for the property? 
5. Who is responsible for insurance in case of fire or other disaster? 
6. Am I responsible for any maintenance required after we left it in good order? 

Some of the most recent communication I have had : 1. Letter, XXXX XXXX, XX/XX/XXXX " He would be my representative and help me. '' I have never been able to reach him and started calling and left XX/XX/XXXX and left 3rd message on XX/XX/XXXX. 

2. Letter forwarded from old address in NY dated XXXX XXXX from XXXX XXXX XXXX EXT. XXXX. She is my new specialist and when calling her all I get are recordings and no call backs. 

3. Others I have heard from or spoken with recently include XXXX XXXX, called XX/XX/XXXX, XXXX??? XX/XX/XXXX, XXXX, XX/XX/XXXX, XXXX XXXX, XX/XX/XXXX XXXX??? XX/XX/XXXX and XX/XX/XXXX at XXXX with XXXX XXXX who blamed me. 

Prior to this chain of events for a deed in lieu we attempted a 'short sale. ' XX/XX/XXXX it took 8 phone calls and 2 weeks passed before I was told that the 'short sale ' letter fax I sent and had a 'delivery receipt ' for was not received and would have to be sent again. That letter required a Wells Fargo appraisal in order to start a 'short sale. ' which we could n't begin until we had the appraisal results. 

We finally got the appraisal results on XX/XX/XXXX almost 90 days after our 1st faxed and 'delivery receipt ' came back from Wells Fargo XXXX For this and many other reasons I do n't trust anything I hear from Wells Fargo Reverse Mortgage. I believe they do everything possible to delay and confuse their customer knowing that each day of delay saves Wells Fargo some money. I hope you will be able to get my questions answered by Wells Fargo in writing.

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