Consumer complaint received 2016-01-10
Company: WELLS FARGO & COMPANY
State: ME
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
In or around XXXX XXXX I contacted my lender Wells Fargo to refinance. I had recently divorced and wanted to remove my husband 's name from the mortgage and obtain a more realistic rate due to my hardship. I have XXXX children XXXX in XXXX and XXXX in XXXX. I am trying to keep life as stable as possible. I am working XXXX jobs to do so. 
On XXXX XXXX, XXXX I received the first notification from Wells Fargo assigning me with a home preservation specialist XXXX XXXX and her phone number.All documentation requested was submitted via fax as referenced in XXXX/XXXX/XXXX letter. From XXXX until XXXX I have been on the phone multiple times a day, multiple days of the week responding to requests of more information. Needed more profit loses, needed 2 weeks of pay stubs, then wanted another 2 weeks of pay stubs. The underwriter always was requesting more specifics. I would give 3 months they would ask for another 3 months. My XXXX taxes were submitted to them, the underwriter then wanted my XXXX taxes broken down into monthly increments. Throughout that time frame XXXX XXXX was not available other individuals would answer her extension, you get whoever answers the phone, when I would reference I spoke with XXXX, or XXXX or whoever no one ever knew who these people were, my file would also not reflect that I spoke with those individuals, the file was never updated. I would have to explain my situation over and over again. Most times I would ask the agent to read the notes in my file ; in most cases I would be told there were no notes. On one occasion the information that was in my file was foreclosure information from another Wells Fargo borrower. On numerous occasions I would fax additional requested information, when I would follow up to insure it was received I would never hear back to weather it was received, or they did n't have it etc. They would also state they sent information to me and I would never get it, one time the sent it to my ex-husbands house. I requested my name to be changed back in XXXX. My divorce decree and my XXXX taxes where the first batch of information sent to them. 
XXXX/XXXX/XXXX letter received confirming receipt of required my documents and that it would take 30 days to review from XXXX XXXXwas all put in place. I never received anything in writing with the terms of this modification, nor do I know the formula used to establish rate. She also told me at this time that XXXX payment was skipped and that the modification would begin XXXX/XXXX/XXXX. 

At this time I contacted the State of Maine and XXXX XXXX called me back. I explained my situation over the past months and concern over accepting the modification. She encouraged me to call XXXX and request the formula the underwriter used, XXXX stated that they did not have to give out that information, I asked for a supervisor, XXXX answered I explained I was working with the State and was requesting the formula, he stated " are you threatening me with a lawsuit '' laughing. I asked for his supervisor he would not pass me on. He told me to put request in writing, I did. 
XXXX Executive Mortgage Specialist Customer Care and Recovery Specialist is who contacted me in response to my request. On XXXX XXXX, XXXX I received a letter from him stating they verified an error on their part did not occur. This letter is riddled with errors. The total monthly income is not consistent with numbers that I submitted. What is the child support number supposed to be? No matter how you add the wage, child support, business it does not equal the total monthly income as referenced in his letter. XXXX XXXX I contacted XXXX and told her I was n't going to accept the modification and I was going to continue to pay my normal mortgage.

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