Consumer complaint received 2015-12-23
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure

Complaint:
On XX/XX/XXXX, I received the Second Lien Modification documents from XXXX XXXX. The XXXX Lien Modification ( XXXX ) Agreement was mirrored/matched to the HAMP Tier 1 & NOT to the most recent HAMP Tier 2 from Nationstar ( XX/XX/XXXX ). 

On XX/XX/XXXX, I emailed XXXX XXXX a copy of an email dated XX/XX/XXXX from XXXX XXXX stating, " Once all trial payments have been made, we will recalculate off of the HAMP Tier 2 once it is updated into the treasury. '' The XXXX Lien Modification Agreement is due XX/XX/XXXX. I 've requested twice for an extension to this due date. I have not received a response. 

XXXX XXXX does n't respond to all my emails. I continue to send follow-up emails to her. XXXX emails were sent to her on XX/XX/XXXX requesting receipt of my emails. She has not responded. 

The XXXX Lien Modification Agreement is due XX/XX/XXXX. I 've requested twice for an extension to this due date. I have not received a response. 

XX/XX/XXXX, I 've sent an email to XXXX XXXX at Making Homes Affordable regarding the terms & conditions of The Second Lien Modification Agreement. I 've also asked for an extension to the due date. 

Refund overpayments due to incorrect amount online. 

I also wanted clarification if my second HELOC for $ XXXX has been REVIEWED FOR ALL PROGRAMS & DENIED FOR ALL PROGRAM. I 've asked for simple clarification from XXXX XXXX. Again no response. 

Please note, communication continues to be a burden with Wells Fargo. I 've requested accommodations. I am a person with XXXX. I 'm a survivor of XXXX. I experienced a XXXX. I suffer from XXXX, XXXX, XXXX ( XXXX, etc ... ), XXXX and XXXX. I also endure XXXX XXXX & XXXX XXXX. 

I 've requested the following accommodations : include my mother, XXXX XXXX, on all correspondence and to allow my mother, XXXX XXXX, on phone calls. My father has stage XXXX XXXX XXXX ( non-smoking/XXXX ) & my mother is n't always available, so I 've requested to have a third party representative included on phone calls and emails. 

These requests for accommodations have been denied. A complete disregard for my XXXX. I have to send several emails & desperate phone call regarding the same subject matter to get a response.It is deceiving when Wells Fargo states they are working with me. 

I recently requested as an accommodation to have my mother included on emails. On XX/XX/XXXX, XXXX XXXX stated in her email she is unable to include my mother, XXXX XXXX, in emails because she only has permission to email me in regards to my account for security purposes. 

I responded on XX/XX/XXXX via email. I stated my mother is the executor to my trust and Wells Fargo has this information. I again explained that I 'm a XXXX person and to add her to the emails was a request for accommodation. I also stated in the email that I visited a local Wells Fargo Bank to make my last trial payment and I was told there should n't be any issue with my mother being included on communications. I also asked XXXX XXXX to send me the security policy she referenced in her email. As of today, she has not sent me the document. 

XXXX XXXX from Wells Fargo 's Executive Department continues to encourage me to CALL Wells Fargo with questions, but they will not allow my mother or a third party to be included on the phone calls as an accommodation. She also calls me unexpectedly. Again a disregard for my XXXX. 

Writing emails/correspondences in order to save my home has been exhausting and time consuming. This has been emotionally overwhelming. Please, I need someone to help me! Just because I 'm XXXX does n't mean I ca n't live independentl

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