Consumer complaint received 2016-02-05
Company: WELLS FARGO & COMPANY
State: NY
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Settlement process and costs

Complaint:
o This complaint is directed to Wells Fargo and specifically to their short sale department. We have been delayed and dragged through XXXX in processing of my file. Time and time again this department has mismanaged our processes with major delayed and sloppy processing. My short sale has been going on for almost 4 years now and it seems that the staff at WF has no regard for how long they take to process these files. My father, the original mortgage holder, has passed away though the processes which burdened him with stress and frustration throughout his sickness. He passed away in XXXX XXXX 2013 and to this day WF is asking for the death certificate to process his SS. We have submitted it at least 5 times throughout our short sale reviews which have dragged me to the most horrendous of financial stress. I have been unable to relive myself of this burden and get closure to my father 's passing away as WF is still holding me hostage. 
o We had an approval finally for the short sale XX/XX/XXXX, but because of a brake-in and surmounting violations the buyer had to further negotiate with the bank. They refused to take any responsibility for back taxes and other violations and expected me to take care of all this financial debt as if my life is not in shambles already. My realtor was finally able to convince the buyer to take all the charges and be responsible for the eviction of the squatters that are right now in my house. We submitted the same offer that was approved back in XXXX again in XXXX XXXX telling the processors that the buyer will take responsibility for all the violations. We thereafter were told that the file was in review until the XXXX of XXXX where we were told that the file was expired and the short sale had to restart from the begging. The company was called and emailed every day from the XX/XX/XXXX to the XX/XX/XXXX and no one was answering our requests for an update. They had all the documents necessary to get the approval reinstated but nothing was done. This is only one, and the lates, t instance of WFs short sale department 's carelessness and disregard for my life and its responsibility to its costumers. Their managers and are being emailed and called on a daily bases and all of them refuse to talk to us. They just through my problem around like a ball and nothing is done. At this point we have received an email from a new processor expecting us to start the short sale from the begging asking us for documents we have submitted again and again. My father 's death certificate, my tax returns, my hardship statement. This is for the 6th time we have had to submit these docs. Nothing has changed and they still require us to go through these absurd steps. We always arrive at a point where we are so close to closing and everything and then everything gets restarted from the beginning. No one take responsibility for my growing debt and my psychological and health issues from the stress of this never ending process. My father has passed away and these people do n't care about the way they treat me and my family. Even though we are working with them at the best of our abilities taking care of all their request they keep dragging on this process from one person to another. We have to explain ourselves time and time again to new processor and relive this hellish process every year. No one from management which we have been trying to reach has called me or my realtor back. They just though my file around as if it was just a peace of paper and treat me and my family like trash. please help me and all the people in the same situation as me by going after these irresponsible individuals and make them countable for their inconsiderate and abusive behavior.

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