Consumer complaint received 2016-10-27
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Application, originator, mortgage broker

Complaint:
Let me first start off by stating this is my XXXX attempt to submit an complaint against Wells Fargo Loan Modification Department in regards to case number XXXX. 
It 's my right to state that Wells Fargo Loan dept. has a policy that is federally mandated to help those who are in need or having hardships in their lives. However in our case, I will prove how Wells Fargo ignored that policy that boldly stand by and deliberately mislead my husband and I into thinking we were being helped but in fact Wells Fargo had no intentions on helping anyone. 

Within the 16 years we have had our mortgage with Wells Fargo we have paid on time. Due to the economic downfall and loss of XXXX 's employment in XXXX, we found ourselves unable to pay our mortgage. Therefore in XXXX we had asked Wells Fargo for assistance and received a modification loan with NO issues or NO concerns. At the end of our loan modification we found ourselves still trying to manage our obligated debt and requested for an extension to our loan modification. At that time ww were told to resubmit another loan application to Wells Fargo Loan dept requesting a completely new loan. 
This is where the nightmare started. We were assigned a new home preservation specialist, XXXX XXXX who was very rude and deceitful from the beginning. Every time I called to speak with XXXX, I was either ignored by being placed on hold too long or I was told she was not at her desk and that I could leave a message on her voicemail. In addition to my frustration on not given the chance to speak with the XXXX person who was supposedly going to help save our home for us, I was told that all my calls and concerns would be noted in my file for all to see see. That was completely untruthful because every time I called in regarding my loan, I was asked the exact same questions as if I never called in. Also when I asked what documents were supposedly missing, the reps had no clue on what documents I was referring too or if any documents were received via fax. 

After multiple calls and left messages I finally got to speak with XXXX on XXXX XXXX, XXXX and was told she never received any faxed documents from me and told me then what missing documents were needed to continue my loan request. Without any delay I re-faxed all the missing documents to XXXX XXXX attention that evening and kept the faxed confirmation sheet stating all documents were completely delivered. 
I have legiable documented proof that all documents i faxed over on XXXX XXXX, XXXX and submitted to Wells Fargo Loan Mitigation Dept. were completely delivered to XXXX XXXX. 

Sadly, Wells Fargo Loan Mitigation Department and XXXX XXXX, would turn their backs on our situation by ignoring any further calls or email attempts I made on behalf of my home of 16 years. In the end, Wells Fargo had foreclosed on our home and auctioned off to the highest bidder on XXXX XXXX, XXXX Without legal notification or any required signatures made by either my husband or I. became a statistic as XXXX of the millions of struggling homeowners in XXXX and sadly had worked so hard to keep this home of 16 years. 

So I hope and pray this 3rd attempt to be heard is taken seriously. I do not want a response back stating what Wells Fargo said happened. I want this case to be opened up and looked into the non communication and non responsive XXXX XXXX was to our case. In addition, I want someone to step in and investigate the documents that were faxed over and just misplaced. I want justice and I want to believe Wells Fargo is not a SCAM and that they do want to help people who are having hardships paying their mortgages.

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