Consumer complaint received 2015-06-15
Company: WELLS FARGO & COMPANY
State: AZ
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I am writing this letter with regard to the recent denials for mortgage assistance based on occupancy requirements and the false statements made by multiple WFHM representatives. It is my understanding that I was falsely denied for mortgage assistance due to improper advice given by my single point of contact ( SPOC ) assigned to my account, XXXX XXXX, with regard to occupancy eligibility and requirements. Since the denials, I have been provided with only solutions that benefit WFHM, which is a violation of RESPA, Dodd-Frank and the CFPB at a minimum per my understanding. These and other mortgage servicing and consumer rights violations are detailed below : ISSUES TO BE ADDRESSED BY THE CFPB WITH WFHM1. UNFAIR REVIEW PROCESS - FALSE INFORMATION PROVIDED BY XXXX XXXX, SPOC AT WFHM, TO BE USED TO DENY ME FOR MORTGAGE ASSISTANCE2. APPRAISAL FRAUD/COLLUSION TO DENY MORTGAGE ASSISTANCE - INTERNAL BPO COMPLETED BY ONLY COMPANY ( WFHM ) REPRESENTATIVES USED TO DENY ME FOR MORTGAGE ASSISTANCE AND UTILIZING THE HIGHEST COMPARISONS WITH DIFFERING PROPERTY INFORMATION AS EVIDENCED BY THE ATTACHED3. PROVIDING OPTIONS SOLELY BENEFICIAL TO WFHM - XXXX XXXX OF WFHM ENGAGED IN UNLAWFUL STEERING PRACTICES WHEN HE IDENTIFIED A SHORT SALE AS THE ONLY OPTION FOR ME WITH REGARD TO MORTGAGE ASSISTANCE CONTRADICTING THE WFHM CORRESPONDENCE AND MHA HAMPI was advised by XXXX XXXX in XX/XX/XXXX and XX/XX/XXXX to file my tax returns in order to prove occupancy for my home located at XXXX XXXX XXXX and serviced by Wells Fargo Home Mortgage ; he held the XXXX from underwriting for this documentation to be prepared. Upon successful completion and filing of my XX/XX/XXXX tax returns, they were submitted to XXXX XXXX at which time he approved the file as being complete and all occupancy verification documentation being received. Shortly thereafter, XXXX XXXX was removed as the SPOC on the file and the new SPOC/homeowner preservation specialist on the file, XXXX XXXX, advised me that the taxes can not serve as proof of occupancy despite being informed otherwise by XXXX XXXX. Additionally, I submitted the attached letters of explanation clarifying my occupancy to XXXX XXXX and advising of my imminent return to the home, which is exactly what has taken place as evidenced by the attached proof of occupancy and the mailing address change. 

XXXX XXXX, when advised of the advice received by my prior SPOC XXXX XXXX, stated that she did not know who XXXX XXXX was or even if he worked for WFHM, which is extremely disconcerting. She further refuted my conversations with him only to learn, after minimal effort, that he did still work for WFHM - her actions were egregious and abusive to say the least. 

As a result of the expiration of my rental agreement and coupled with the sale of the home in which I was residing and the diagnosis of XXXX XXXX XXXX for my wife, I have now moved back to the XXXX residence as evidenced by the attached utility bill and with the change of mailing address that occurred this week with Wells Fargo Home Mortgage. My occupancy is not debatable. 

As a result of the recent denials as well as the false information provided and the mortgage servicing violations committed by multiple Wells Fargo Home Mortgage representatives, I am escalating the unfair, deceptive, abusive acts and practices to the government regulatory agencies like the CFPB in an effort to provide for a new, fair and impartial review. 

Please help me in obtaining a fair and impartial review for my request for mortgage assistance and in holding WFHM accountable for their abusive and egregious actions. We have already been dealt a blow this year with my wife 's XXXX XXXX XXXX diagnosis and we are simply trying to avoid foreclosure in the face of our hardships. 

Thank you!

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