Consumer complaint received 2018-03-15
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX COMPLAINT AGAINST- WELLS FARGO REPRESENTATIVE S SEE LIST Re : LOAN # XXXX XXXX XXXX by POA XXXX XXXX- HURRICANE IRMA DISASTER AFFECTED PROPERTY XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XX/XX/XXXX. We took 3 month forbearance on our mortgage due to being in a hurricane disaster area. The federal government said lenders would work with FHA loan holders to have relief after the hurricane. We lost weeks worth of food had tons of extra expenses and were trying to keep above water financially. At the time seemed like a good idea. The lender is now forcing us to pay our past due balance ( 3 mortgage payments ) plus our existing mortgage payment or SHORT SALE THE HOME! OUTRAGEOUS. They refuse to acknowledge rental income. I think they are doing illegal acts The representatives below are just a short list of the persons I have had to deal with at your company. Multiple, issues, ranging in not having the knowledge to properly handle issue of this loan, no follow up or follow thru, not returning calls, to randomly on purpose transferring the calls to wrong dept. or just hanging up .This should not have to be tolerated by any customer. I hope someone goes in to review all these issues / call review. 


XXXX XXXX- EXECUTIVE RESOLUTION SPECIALIST- Prior complaint # responded to with insulting comments at the end of letter, NOT addressing the issues or even including a copy of what my issues were. ( How clever ). THE issue was you were putting a notice on my door XXXX XXXX XXXX XXXX XXXX for issue at XXXX XXXX XXXX XXXX XXXX XXXX READ THE ISSUE! 

XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX whom seemed very helpful at first concerning the situation that I was in due to unusual circumstances. See email trail where she stated would assist me in getting same resolution for both loans affected by disaster. Communication was not great and loss of excuses as not able to get email out of the office etc.? Bottom line dropped the ball, didnt do want she said. Cause unnecessary duress/stress anxiety over situation, no follow thru Spoke to her in great detail concerning, the issues, XXXX XXXX error on the loan initially causing this, then the hurricanes back to back. I was hardly ever able to get back with her, as always out of the office and no access to email? Not really certain that she did what she said she was going to do in her emails. Do not think information was shared/conveyed properly. ( See emails ) XXXX ID # XXXX- XX/XX/XXXX refused to give me any information about status of mod req. Stated no one can help you. Must speak ONLY to your Home Specialist. ( What if that person died??? NO ONE else would be able to assist? 

XXXX from call date of XX/XX/XXXX. This representative, XXXX answered the phone and actually was rude unprofessional and refused to give me her ID just blurted out Modification request is denied, and you will have to bring it up to date on your own. She then HUNG UP ON ME. This phone call left me very upset. HORRIBLE CUSTOMER SERVICE FIRE HER. Please review this call. WORST EVER XX/XX/XXXX XXXX XXXX left several messages before reaching him. Sent him via email additional information concerning the rental property income, however it WAS NOT FORWARDED to the UW ( see information sent- OUTI CLAIM DEED XX/XX/XXXX RECORDED XX/XX/XXXX SHOWING POA XXXX XXXX IN TITLE TO PROPERTY, POWER OF ATTORNEY-WITH SPECIFIC orders from XXXX XXXX AS TO HOW TO handle her affairs-including this JOINT OWNED PROPERTY. Instructions prepared by an attorney with this FULL POA- covers the handling of the RENTAL income, COPY OF THE INCOME TRUST FOR PENSION AND SS INCOME, COPIES OF 2 YEARS WORTH OF PAYMENTS FROM XXXX XXXX XXXX ACCT ENDING XXXX DATING BACK TO XX/XX/XXXX showing this payment was paid by CO-OWNER- whom collected the rent. Further information, was previously sent to him concerning the back to back hurricanes XXXX further/nor was previous info from XXXX XXXX, concerning the status of this loan and circumstances surrounding this WHICH HE HAD SINCE XX/XX/XXXX XXXX .67 PAGES SENT VIA EMAIL.. ( See emails ) Numerous emails sent and message left. XX/XX/XXXX, email send and message left, XX/XX/XXXX, XX/XX/XXXX, multiple calls XX/XX/XXXX. Usual no response & I had to repeatedly call to get him. 


XXXX XXXX- id # XXXX XX/XX/XXXX was made aware of the situation and provide little info, and said he would email the Specialist to contact me as she was not in the office Sat however her letter stated hours available on Sat. I was also concerned about servicing transfer XX/XX/XXXX I had just received. No one available. 

I had been calling all morning XX/XX/XXXX on this loan for information about the modification request DUE to the hurricane IRMA. I was unable to reach the Home Preservation Specialist ( Shocker THERE ) XX/XX/XXXX, and XX/XX/XXXX. I was concerned as the web page showed decision made as of XX/XX/XXXX however NO ONE would give me any information. I had called all morning and repeatedly hung up on, transferred etc. USUAL bad service. It took me another 30 mins on the phone to get to each person. No customer should have to put up with this unprofessional rude, disrespectful service.

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