Consumer complaint received 2016-11-24
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I have been current on my mortgage with America 's Servicing Company, a subsidiary of Wells Fargo who were the primary mortgage holder and servicer for almost 10 years. On XXXX XXXX, XXXX I applied for mortgage assistance through the US government 's Making Homes Affordable program. I was referred to a company called XXXX and was interviewed by XXXX XXXX who recommended that I apply for mortgage assistance as I was current on my mortgage and other bills, had a high credit rating, was employed full time as XXXX for over 15 years with no break in service ; but would be getting a pay cut as well as my Federal student loans were ending their grace period of 6months and I would soon be in repayment of the loans which was determined to be a hardship that qualified me for loan modification and assistance through the HAMP or HARP program. The determination was made after the representative from XXXX initiated a conference call with the Federal Trade Commission and ASC/Wells Fargo, my mortgage holder and servicer. 

During the conference call I was told by ASC/Wells Fargo to submit paperwork including Mortgage Assistance Application, Acknowledgment and Agreement form, XXXX form and XXXX taxes from XXXX, along with proof of income ( XXXX pay stubs ). After concluding the conference call with ASC/Wells Fargo, XXXX, and the Federal Trade Commission. XXXX XXXX with XXXX told me to stop making payments on my mortgage until ASC/Wells Fargo had begun the mortgage assistance process as I would be notified of my options. 

On the same day, XXXX XXXX, XXXX I faxed all documents requested by Wells Fargo/ASC to XXXX. And received confirmation of the faxed documents. 

Later the same day, XXXX XXXX, XXXX, I received an email packet from XXXX that was provided to my mortgage lender and servicer ASC/Wells Fargo the did not elaborate on the mutual decision to pursue mortgage assistance, but instead recommended that I " Short Sale '' my home and mistakenly stated that I was many months ( 30-59?? ) overdue in my payments. This was incorrect and I could not get in contact with XXXX XXXX with XXXX since that day. 

I made payments to ASC/Wells Fargo, as usual, on XXXX XXXX, XXXX for {$1000.00} and XXXX XXXX, XXXX for {$990.00}. 

I received a letter from ASC/Wells Fargo on XXXX XXXX, XXXX confirming that all documents had been received as requested to start the mortgage assistance process. They did indicate that a document was missing that needed my proof of residence. This was incorrect as my XXXX tax records I sent them along with XXXX pay stubs, my mortgage information, my request for assistance, etc. included the proof of residence. 

On XXXX XXXX, XXXX I received a letter from ASC/Wells Fargo that they were transferring my mortgage to XXXX and I should start making payments to them starting on XXXX XXXX, XXXX. 

On XXXX XXXX, XXXX I received a letter from ASC/Wells Fargo that I qualify for several types of mortgage assistance and they were working on my need for mortgage assistance. 

On XXXX XXXX, XXXX I received a letter from ASC/Wells Fargo that my mortgage was transferred from ASC/Wells Fargo and the status of my mortgage was that it was in review for financial assistance. They indicated in the letter that the financial assistance documentation was being forwarded to my new loan servicer and any other communications should be made to the new servicer. 

While this was happening I continued to pay my mortgage to ASC on XXXX/XXXX/XXXX for {$1000.00}, XXXX/XXXX/XXXX for {$990.00}, XXXX/XXXX/XXXX from {$990.00}. ASC did n't help me when I asked for assistance. Instead I was sent to a debt collector!

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