Consumer complaint received 2016-08-16
Company: WELLS FARGO & COMPANY
State: TX
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
We have a mortgage with the bank and was told, like always to go to their nearest bank to fax our formation quickly for an appeal for a modification. We told the mortgage company that we did not have a fax machine. We went to the bank to receive a fax from my husband 's mother that was now living with us and would now show more income.We explain to the service worker that it would be a bank statement and her award letter that we were receiving and they said okay., But We also told them that we were going to send the information to our mortgage co.for a modification and that today was the deadline for it.They asked for my license and proof of me having a mortgage with them and I gave it to them. 
We were waiting for an unusual long time to get the documents back.I went to the manager and asked why is it taking so long and they said that they just needed extra time to get the documents and I called my mother-in law and ask did she send it and she said, yes.I asked her did she put attention to the name of her son on it and she said yes. 
They were treating us like criminals and acking strange.We had a deadline to meet.I asked them to give me my license back and they refuse and I asked them what was going on and they would not answer me and in a concerned voice I asked them again and the manager said that she was going to call the police on us.This was very crazy to me and I asked why would they call the police on us and she did not answer me.I asked for my papers and my license again and she was acking crazy and would not give me my belongings.And she said that my husband did not know the person that was faxing the information and ask that he show that he knew her.My husband gave here all kinds of proof that this was his mom.She still did not want to fax the papers to there Mortgage company that was their company. He called his XXXX year old mom and she did not want to talk to her and I was still asking for my belongings and she said again that she would call the police on us for no reason. I was so scared that I went outside and sit in a hot car and calling my husband on the phone begging him to leave the bank but he said that he was not going anywhere because we did not break any law and that he was not leaving without my license and our papers.I desided to call the lady that was represented us and was waiting i for our papers to be faxed to here and I asked her to talk to the banker on the phone and the banker did not want to talk to her either.My husband pleaded with her to talk to the lady that was wth our mortgage. She finally talked to her and she was asking all kinds of questions.Like did she know us and why did we need these papers .It was horrible and the banker still did not fax all the papers that was needed.She only faxed one side and it did not get there in time and we needed to re fax it and the banker did not give us our papers back but instead she said that she would shred them.We are now in foreclosure and there is a sale date of XXXX because of her.

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