Consumer complaint received 2017-02-13
Company: WELLS FARGO & COMPANY
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Due to an increase in my income, I requested mortgage assistance with Wells Fargo ( WF ) on XX/XX/XXXX. On XX/XX/XXXX, there was a welcome call completed with the re-entry team department. During the phone call my new income was discussed. 
In fact, on XX/XX/XXXX, a manager signed off on allowing me the ability to show the first month proof of rent collected from my tenant in the amount of {$600.00}, along with a rental agreement. On XX/XX/XXXX, I faxed additional income proof of a death benefit in the amount of {$480.00}, in the form of bank statements from XXXX a joint account. 

My authorized third party followed up again to be sure that WF, re-entry team had everything they needed for my review. On XX/XX/XXXX, XXXX XXXX spoke with XXXX that advised that my loan was awaiting placement with modification team. 
We were advised that we should follow up in a week or so, in order to allow then time for the review to get underway. On XX/XX/XXXX, it 's our understanding that an agent of WF, called to my home asking questions about my intentions with keeping my home. 
I advised him on multiple occasions that he needs to call my third party and that they were handling everything. Apparently rather than XXXX, following my instructions. XXXX erroneously and incorrectly coded my account as removal from modification request and the file was removed from review. 

By the time XXXX 's error was discovered, valuable time had been lost which could have been used to review my loan for assistance and avoid my now pending sale date. This type of negligence has been the evenly flow of how my loan has been handled by WF. 
XXXX XXXX, had to then complete the entire re-entry process again as a result of XXXX error. On XX/XX/XXXX, we spoke with XXXX agent id # XXXX, the file was supposed to be reactivated for review and special notes were placed on the file to only call the authorized third party about documents and questions. We were again told to give WF, re-entry team a week or so to allow for the review to begin. We then contacted WF, to follow up on XX/XX/XXXX and were advised of a sale date set for XX/XX/XXXX, to our surprise. Also that the loan modification process had been halted due to lack of documentation. This is insulting an appalling that we have jumped through all of WF, re-entry team only to have them botch all of our efforts. WF, appears to be focusing only on foreclosure and stripping all positive equity from our home. 
WF is in extreme and heinous violation to the terms of the National Mortgage Settlement, XX/XX/XXXX. 

Apparently, another agent of WF called on XX/XX/XXXX, the day after XXXX had touched bases with XXXX agent id # XXXX, WF re-entry team, only on XX/XX/XXXX. The agent neglected to leave a voicemail, send an email or mail a notice request for any additional documents. 
The missing documents were for an extra proof of rent payment which had already been cleared by a manager on XX/XX/XXXX. So technically this request was an oversite or another error the reentry team failed to review the notes from XX/XX/XXXX. 


WF modification and re-entry process has been riddled with a comedy of errors and furthermore ; my family is the only entity suffering and being harmed with the threat of taking my property by way of foreclosure. 
WF, takes no responsibility for their wrong doings and they have basically abused my family by refusing to keep a transparent process and they have failed to properly notify me of additional documents needed to continue review.

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