Consumer complaint received 2015-06-13
Company: WELLS FARGO & COMPANY
State: HI
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
My husband and I filed for bankruptcy due to loss of income. He was unemployed for quite some time. In Hawaii, a few months can be devastating due to the cost of living. We applied for loss mitigation ( modification ) through Wells Fargo in XX/XX/XXXX. The home preservation specialist that I was first assigned was excellent. Maybe because I was actively in bankruptcy, maybe it was because my husband was still in the military at that time. We were kept informed of everything by phone call every few days. In XX/XX/XXXX, I was told that Wells Fargo could not help us. The home preservation specialist told me that a majority of people are denied and that many people reapply and are approved. So, I reapplied in XX/XX/XXXX ( because I was told I had to wait 30 days ). That modification process was much different. Our bankruptcy was complete and my husband was not in the military any more. We were asked for document after document. When I asked to speak to an underwriter, I was told that I would have an answer at XX/XX/XXXX. Wells Fargo asked for so many documents, they were writing to ask for the same ones. I was told to write letters of explanation where I just wrote, " ... were submitted on XX/XX/XXXX by fax in a letter dated XX/XX/XXXX. '' For months afterwards, I was asked to prove circumstances over and over again until I was denied for a modification in XX/XX/XXXX. I filed an appeal ... also denied. I asked the home preservation specialist who called me on XX/XX/XXXX if I could have the details on how I was denied and to list the programs, I did not believe that I was considered properly due to the cash I listed on my application. The specialist first tried to tell me that I did n't list it on the application. When I told her I did, she kept putting me on hold and asked me more questions. She then ended with, there 's nothing else I can do. I let her know that I was sending in another application that day. I sent in a fax on XX/XX/XXXX for another modification. My husband called on XX/XX/XXXX to inform Wells Fargo that an application was in. On XX/XX/XXXX, Wells Fargo sent me a letter assigning me a home preservation specialist. Then Wells Fargo denied receiving the application. I got an appraisal that they did on my house which shows that my house is worth more than what I owe. They started the foreclosure proceedings and had a local attorney send me letters. Wells Fargo would not respond to me. The home preservation specialist would not return my call. I faxed the attorney who then sent my letter of inquiry to their client, Wells Fargo. Now I am dealing with an escalation department which has coded my account with something that does n't let anyone talk to me. I faxed in the same modification packet on XX/XX/XXXX that I faxed in XX/XX/XXXX and the home preservation specialist said he ca n't talk to me. I left a message with my escalation contact and he has not responded to my call. I filed a complaint with the State of Hawaii Department of Commerce and Consumer Affairs Division of Financial Institutions and I was called today and told that Wells Fargo is not under my state 's jurisdiction. Wells Fargo will not acknowledge my modification application even though the State of Hawaii DCCA DFI and the XXXX VA Office told me that as long as I do n't have a sale date, they must take my application. Wells Fargo has served me with a complaint and summons to foreclose on my property and have not stopped the process while there is a modification application. I faxed in an completed application and have the proof of Wells Fargo 's acceptance. I need your help.

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