Consumer complaint received 2015-12-23
Company: WELLS FARGO & COMPANY
State: GA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
XX/XX/XXXX Wells Fargo Months Long Encounter * Why does it take 54 business days to fulfill my RESPA with no acknowledgement on their part of the delay except that there will be a delay. I thought only 45 days are allowed, including a 15 day extension, if granted. 
* Why did I get XXXX identical letters dated the same, on the same subject from one rep. 
* Why did I get a letter from ASC ( dated XX/XX/XXXX ) stating " if the foreclosure process has not yet started, it could begin at any time '' ( attached ) I 'm current in mortgage, tax and insurance payments as of that date of XXXX XXXX and as of this writing. 
* In a later talk around this time and a letter dated XX/XX/XXXX, XXXX said the RESPA material would be sent along when they could send what they thought might be solution to my mortgage problem, probably around XX/XX/XXXX. 
* She explained that the original mix-up was because 'most ' people who apply for mortgage modifications are behind in their payments already and that 's why I continue to get the " Foreclosure Help '' letters from ASC and probably why the first attempt in XX/XX/XXXX did n't go well. ( they 're " The Mortgage Company '', they have my records of payment, the info I sent along at the time in XX/XX/XXXX concerning my health status and financial records including bank statements which showed my most recent monthly payments on my mortgage. I do n't understand why they 're confused about my payment status ... ) * Why did they send a letter threatening to impose their own more expensive insurance ; I have an XXXX XXXX policy that I 've had for nearly 30 years ( I 'd thought of taking out a XXXX. cheaper policy but decided not to and let it lapse and that company notified WF/ASC ; but my XXXX was still in effect ... XXXX see attached phone records. ( ... I went to XXXX 's site, " XXXX '' to check XXXX info ; found though I 've had it since I bought this house, it was not listed as insurance carrier ; I entered all info for my XXXX policy even though it 's never been canceled or dropped and it 's been in effect during this cycle since XXXX/XXXX/XXXX and does n't expire until the same date in XX/XX/XXXX. Why was n't the XXXX I 've had for 28 years listed and only partial filled out listing of the temporary, canceled XXXX policy?. ) * My RESPA asked for a listing of my payment history since WF acquired my deed in XX/XX/XXXX ; when I received only a part fulfillment I was told they needed a more specific time period ; " since WF acquired my deed in XXXX '' seems fairly specific. At 54 days, I got the complete record from WF. 
* How did my missing check payment happen to be credited to my account the same day as my wire transfer, XX/XX/XXXX? 
* After all of this as outlined in more detail in the attached XXXX page " Phone Record '', why was I finally told by XXXX XXXX XXXX that because of my age and financial condition WF did n't see real possibility of help and that perhaps HARP could assist instead, this in spite of the following : Earlier this year, I found an interview by DiversityInc CEO XXXX XXXX with WF CEO XXXX XXXX on the net, it was specifically concerning sub-prime loans : XXXX ( " Select '', " Copy '', " Paste '' in Browser location window.. ) About XXXX the interviewer asks about Well Fargo 's outreach to people having difficulty making their payments, his reply : " As a matter of fact, that was the whole deal ; we went out as an outreach and we said, 'Dear customer, we know you 're struggling on this, how about if we reduce the principle or reduce the interest rate, or extend the term ; would that help you stay in your home? ' ; and I can tell you those customers will be customers for life when you extend yourself like that. '' No one from WF has ever talked to me the way CEO XXXX XXXX suggests in this video. Where 's the help? 

XXXX Truncated Portions Cont 'd in Attached Support Material ... )

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