Consumer complaint received 2016-10-12
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
XX/XX/XXXX we began an Alternative Mortgage Review process with Wells Fargo Mortgage on a property purchased in XXXX FL. 
( 1 ) The first was for short sale after the property was no longer sellable due to declining status in real estate market. " The Bush Real Estate Bust " left us with a property in a neighborhood that didnot rebound in the 4-6 yrs post recovery. Buyers wanted the house but no banks would lend more than $ XXXX due to comparables due to RE bust and bank decline. The remaining mortgage was $ XXXX. It was a XXXX bedroom, XXXX bath, XXXX square foot house with tile, new carpet & new AC/heater. Short sale mgt. tool wasnot user/agent friendly. Roadblocks continued! 
( 2 ) Wells Fargo Home Preservation Specialist suggested we be reviewed for a Deed in Leiu or Mortgage Release. This began XX/XX/XXXX. Since my wife had been diagnosed with a XXXX & knowing she would not be able to work till retirement age as planned, we agreed. Due diligence of the process proceeded until finally on XX/XX/XXXX titles and deed in lieu papers were signed ; keys were released to WF ; utilities were cut off ; lawn service discontinued ; all non-attached or excluded items were removed as demanded by WF. At that time another payment plan was made through Wells Fargo for XXXX with XXXX XXXX XXXX. The total final payment agreed upon was {$6000.00} at {$100.00} for 5 yrs. beginning on XX/XX/XXXX by automatic online bank payment. We were told that any funds remaining in escrow would be returned to us when the final papers were mailed. We thought all was finished, and felt great relief after paying over 5 yrs on an empty house on time complete with taxes and insurance. We were told we would not have to continue paying our mortgage payment after the XX/XX/XXXX, title transfer date. 
( 3 ) Between XX/XX/XXXX - XX/XX/XXXX we were told there were non-voided permits or leins pending that needed closing. All were complete with WF approval at that time. None were our affairs. But we saw to their settlement with the City of XXXX city magistrate, and all was well. 
( 4 ) Somehow during City updates of files in XX/XX/XXXX-XX/XX/XXXX, more non-voided permits were found for the same address. WF hired vendors ( ie. XXXX XXXX ) to see the matter. They accomplished nothing in 8 months. We got involved when we realized this was holding our escrow funds. 
( 5 ) We were informed XX/XX/XXXX that we were on deadline to remove these non-voided permits from before our ownership or the entire title transfer would now be deemed void even though we had not had possession of home since XX/XX/XXXX. We were not in town at time of notice. My mother was at the end of her life and soon passed on on XX/XX/XXXX. I heard from my Home Preservation Specialist the following week while in LA making finalizing arrangements. I saw to it the requested voids was sent on XX/XX/XXXX for a XX/XX/XXXX deadline direcdtly from City of XXXX to WF by fax, email and Mail. On the XX/XX/XXXX our XXXX HP Specialist closed our review after over 2 yrs of diligent efforts, reports & forms due to a fax he claimed he couldnot read! 
( 6 ) In 2 yrs our credit rating dropped XXXX points due to non-payment on a payment we had been told not to pay after XX/XX/XXXX. 
( 6 ) My wife 's diagnosis of XXXX has caused her to quit her job and join XXXX clinical research trials, one after another to find a cure to this XXXX. She is now on disability.This mortgage review XX/XX/XXXX was listed as the hardship case with a hardship letter of request XX/XX/XXXX. No consideration has been given that fax. 
( 7 ) Wells Fargo must be made to stay true to their mortgage review process & title transfers. Their process is designed to frustrate & confuse. We worked hard to be in total compliance with Wells Fargo while in process and certainly since XX/XX/XXXX. Help us settle!

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 non-monetary relief