Consumer complaint received 2015-07-23
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
Our firm, XXXX XXXX, has been monitoring our client 's request for mortgage assistance with Wells Fargo ( " WF '' ) to ensure WF 's compliance with Regulation X. For several months, our client has been actively trying to get her application reviewed in order to begin paying her mortgage and save her home. However, WF has failed to act diligently and continues to send our client letters with inaccurate statements claiming documents are still missing despite having provided all documents requested. Our client submitted her application for mortgage assistance to WF on XXXX XXXX, 2015 by certified mail, which was received on XXXX XXXX, 2015. On XXXX XXXX, WF sent a letter to our firm requesting a list of additional documents needed to complete the review. Our client supplied all documents from the list that existed on XXXX XXXX. 
On XXXX XXXX, WF acknowledged receipt of those documents however did not state whether anything additional was required. As suggested on WF 's correspondence, we checked the status of the modification review on WF 's online portal on XXXX XXXX. The website showed that the documents step of the review process was complete and the application was being reviewed. But then, WF sent XXXX different letters dated XXXX XXXX and XXXX XXXX stating the application was not complete and more documents were needed. We submitted a Notice of Error to WF detailing the inconsistent information we were receiving in our efforts to request mortgage assistance for our client. 
Again, our client submitted all the documentation she had in an effort to finally get her application properly reviewed. WF 's response to our Notice of Error dated XXXX XXXX failed to adequately address the issue we raised and instead just stated the application was being reviewed and to contact WF via telephone if we wanted more information. The letter did not address whether any documents were still missing or the actual status of the borrower 's application even though we sent WF several requests for information specifically asking for the status of the borrower 's application and what documents, if any, were missing for their review. Since we received no meaningful response from WF, the borrower believed the application was complete and being reviewed as their stated and the website portal showed. 
WF sent our firm XXXX separate letters both dated XXXX XXXX, only 8 days after their response stating the application was being reviewed. XXXX letter acknowledged receipt of additional documents that were sent in and stated they were being reviewed. The other stated the Borrower was being denied mortgage assistance because the application was pending for too long. WF has not sent the borrower any indication that additional documents were needed since the XXXX XXXX letter, which the borrower complied with. To date, we have submitted XXXX Notices of Error to WF and still have yet to receive a proper review for our client 's request for mortgage assistance.

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