Consumer complaint received 2023-03-21
Company: WELLS FARGO & COMPANY
State: KS
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
This complaint involves actually two complaints during my house ownership for a loan modification that was applied for in XXXX and took 2 years ( XXXX ) to complete with a whole lot of red tape and confusion in between. A couple of years later I was still struggling to make ends meet and applied for a second loan modification. In the course of the second loan modification, again much confusion from Wells Fargo and delays incurred. To give you an example of what kind of things occurred, Wells Fargo overnighted to me documents that required signatures for someone else 's loan modification who had property in Hawaii that included their personal information. I also have copies of these documents. Then in XXXX I was threatened with a foreclosure. I put my house up for sale because I was struggling and soon thereafter was advised Wells Fargo was foreclosing. A month before the foreclosure was to take place, a short sale was in the works and Wells Fargo was advised. I still have all of the paperwork of everything transpired, i.e. letters, emails and the signed real estate contract from the potential buyers which was submitted to Wells Fargo in plenty of time to negotiate a resolution and avoid a foreclosure. I have emails from the real estate agents verifying that all of the documents that Wells Fargo requested had been sent. I have documentation that Wells Fargo would resubmit it for review if it were to get close to the deadline which did end up happening due to complications with communication on what was sent to Wells Fargo. Suddenly it all fell through the cracks due to delays in responses which pretty much seemed deliberate and a total lack of efficiency, and I ended up getting foreclosed on when it could have been avoided. In addition to the above situation which was put in a previous complaint which ultimately was " closed '', due to the fact Wells Fargo stated they were unable to reach me at the telephone number on file, I am adding this to a second complaint to again show the way Wells Fargo handled the first complaint. If they couldn't reach me by phone, why was I not advised by a letter stating they could not reach me by phone and therefore attempt to confirm my correct phone number. They didn't have any trouble writing me the letter stating that they " sincerely regret this isn't the outcome you were looking for '', but that I am free to provide additional details and they would be happy to research the information. Needless to say, the letter they sent which was authored by XXXX XXXX, an XXXX XXXX XXXX XXXXXXXX, ended his letter providing a phone number to reach him if I had questions- which I called several times ( in case I was misdialing ) and it gave a recording each time that the number was " not in service ''. So, instead of dealing directly with Wells Fargo, I am choosing to file a second complaint to show CFPB how unprofessional and inadequate Wells Fargo continues to handle things. By now I am well aware of how they work and obviously nothing has changed, and I will get nothing but the run around from them so I am starting over with another complaint to CFPB. For the record so there is no additional confusion, my phone number is XXXX.

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