Consumer complaint received 2015-05-13
Company: WELLS FARGO & COMPANY
State: NJ
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
In XXXX my business suffered a large lose in revenue. Payments were getting late by XXXX XXXX and I called Wells Fargo to let them know. They were helpful in telling me that I likely qualify for assistance under one of several programs they offer due to government requirements. The rep transferred me to that department. 
In XXXX XXXX I began a the process for assistance. After telling the Wells Fargo that my funds were low due to lack of business, they were helpful in telling me they would everything they can to help. WF like any other, has programs to assist people when they are behind and under water in addition. I faxed them the requested personal and business documents including applications, bank statements, tax returns, profit/loss, etc. 
during my initial contact, I was asked to note everything that was needed and to send all info as quickly as possible. I was given a contact whom would be handeling my case. He gave me the number to reach him and his business hours. I was also given his supervisor 's name and contact in case my guy was not available. Later I was introduced to the supervisor and was asked to repeat everything, from my notes, that was requested of me. Very thorough, I thought I was in good hands. Before we hung up I was told the process may take up to 30 days to get approved. 
30 days after sending all of the info, I was told they needed more to make a decision due to being self employed. I did so, and received a phone call from my contact every day for the next 2 weeks around XXXX local time. In every case, the line would disconnect as soon as I picked it up. It became something my family would look forward to daily when his name came up on my caller ID. Concerned, I tried to contact him. Regardless of when I called, the number was routed to a rep in another state and all I could get was a recording of the office hours. Frustrated at the lack of contact or the ability to contact, began faxing letters to him because I knew he received them. WF does not use email for this purpose which adds even more to the frustration. After the fax, I received a call and this time it was live. I could n't believe it plus this was now XXXX XXXX. He was on the phone with underwriting. There were a few questions they had and I asked for a time line. He said it should take about 2 weeks. 
In XXXX, I received a letter stating that I was declined for a modification as well as XXXX other programs due to low income. I had the right to appeal and did so based on my business doing better from the time they looked last. I never heard a response to the appeal and began getting collection calls. I called the number for the office to ask what the result of the appeal was and they had no record. The rep I spoke with said " we can just start over. '' So we did. 
Now in XXXX XXXX, I faxed the whole file of documents I compiled, about XXXX pages. In XXXX XXXX, they wanted more. In XXXX XXXX, they wanted more. In XXXX XXXX, they wanted more. Now that my file was over XXXX pages, I was confident that we were getting somewhere. Declined in XXXX XXXX for XXXX programs due to low income. Appealed and denied again. 
I was told that there would be a program for me to get on track. My mortgage is $ XXXX under water. They did not help. They strung me along for a year. There was no way to contact them to find out the status. How can someone make too little for assistance. If my business did n't suffer a loss, i would n't need assistance and would have payed my mortgage like I have for 15 years. 
They take a year to tell me they ca n't help but can have someone at my door within 12 hours taking pictures of the property. They were unfair and unprofessional. I did n't sign up for this. I signed up for the help they promised and failed to deliver.

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