Consumer complaint received 2016-12-12
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I have been trying to obtain a loan modification with Wells Fargo for over a year. 

Initially I went through a program called XXXX. The program approved me on its end, and after submitting documents to Wells Fargo over and over for months, I was denied XXXX months later due to not having enough income. The representative who was tasked with helping me was extremely unhelpful and hard to get in contact with during this time. The only reason I knew I was denied was because I spoke to another representative ( which the automated system directed me to XXXX, who informed me of the denial. 

After speaking with someone else from Wells Fargo, I was then told about XXXX - another program offering mortgage assistance - in XX/XX/XXXX. XXXX faxed over all my documentation to Wells Fargo. I waited for a few weeks to hear something back from the bank. I heard nothing. Early XX/XX/XXXX I went into XXXX and XXXX of their employees said they faxed over all the required docs and had proof it was received by the bank. Wells Fargo claimed to not have it. While at the office, XXXX faxed over everything again. The bank suddenly received it. During this time, I was getting foreclosure notices since the bank claimed to " not have received '' the paperwork. 

I received a call from a woman named XXXX XXXX last name unknown ), who asked me how the process was going. I told her horribly because of my previous experience with XXXX earlier in the year due to the fact she was avoiding my calls, rude and never was able to provide any update during the few times we spoke. And because of the current troubles of the docs not miraculously not being received. 

I was then assigned an individual by the name of XXXX XXXX. Foreclosure letters ceased. I sent all the required additional documentation over, which included paystubs, rental agreement of XXXX people living with me, XXXX forms, etc. XXXX told me exactly what needed to be indicated on the XXXX form while we were on the phone. He said to indicate XXXX and check options " XXXX '' XXXX Account of XXXX option ). Days later/week, he said it was the wrong box checked and it should have been " XXXX '' XXXX Return Transcript option ). Then days later received ANOTHER call saying the bank now needs XXXX. Days after that, I received ANOTHER call saying the tax year for BOTH all of a sudden needed to be " circled. '' I expressed frustration and said this is costing me a substantial amount of money to fax. I was not being told what is needed upfront in a clear/concise manner. 

Around late XXXX XX/XX/XXXX, I received another call from XXXX asking if I had the opportunity to have a XXXX call with the underwriter and told her no. She says that should be happening soon. In the meantime, XXXX will periodically call while I 'm working going through an exhaustive check-list, seemingly unprepared, putting me on hold, and checking his " system ''. This happened a few different times to the point where I told him this is unacceptable and that he should be able to call me prepared to state all the documentation the bank has received and if anything else is needed. 

In late XX/XX/XXXX XX/XX/XXXX, he states it looks like the bank has all the documentation. During these last few weeks, I have left messages trying to get an update to no avail or returned call. A XXXX call with the underwriter was never granted and now I am in limbo. 

As a single mother of who raised XXXX sons, who also worked up to XXXX jobs at once to provide for my family and to sustain all I have worked so hard for, it 's painful to see a XXXX dollar company appear to play with my livelihood and string me along with no resolution in sight. 

I truly believe the bank is stalling intentionally and make a conscious effort to not come up with any solution, forcing me out of my home of 12 years.

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