Consumer complaint received 2015-08-31
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
The following was our hardship affidavit submitted to Wells Fargo : Although several series of events have lead to our financial hardship the most prominent and recurring is the reduction of house-hold income during the summer months. My husband is employed as a XXXX for the XXXX XXXX XXXX XXXX. Unlike a teachers salary bus drivers are NOT paid during the summer months. The lack of our main source of income causes a financial burden during these months. It is what has lead us to seek loan modification assistance. The income noted in the income/expenses portion of this packet reflects income generated throughout the school year ... during summer months income is reduced to roughly {$800.00} ( monthly ) if he is selected ( positions are available upon school funding ) for a part-time summer job in the maintenance department. A couple summers ago bus drivers were not offered part-time summer positions due to no school funding, this was the beginning of our hardship. Unaware of a previous loan modification done by the NOW company, I began to file my own through Wells Fargo, XXXX XXXX was the load mod specialist assigned to our account. Because our account was in " review '' we were advised not to mail in our mortgage payment until further notice. Since then we have been going in circles through continued loan mod denials and no resolutions. Our initial intention as is today, is to simply get back on track and save our home. 
Not only do we feel we were mislead once ... but various, agents continuously assured us our account was eligible for modification and asked us to submit all documentation need for this process numerous times. After submitting XXXX mod applications packets we were advised to seek mortgage counseling to prevent foreclosure. XXXX XXXX was the agency who submitted an " Oppose to Sale '' letter, which we were told would stall the foreclosure sell date and account be placed on " review '' ... once again a modification packet was submitted by XXXX XXXX. Since the mod was declined we were then advised to file bankruptcy. Once we arrived to bankruptcy court we were made aware the home was foreclosed ... our " Oppose to Sale '' letter had been decline and we were not made aware by either XXXX XXXX or Wells Fargo. The stay was lifted and bankruptcy dissolved. 
Dismayed and the turn of events and with no where else to turn, we continued to seek advice from Wells Fargo. To our surprise when we contacted Wells Fargo, we were told our account was " In foreclosure-with NO sale date '' ... once again we were told our account was eligible for modification and asked to submit our packet AGAIN! With instructions to wait XXXX hours for re-entry team to activate our account. Days passed and I would get the same response " wait for XXXX hours '' ... weeks passed and still nothing. Until finally XXXX of the last agents I spoke with XXXX from the foreclosure department did his research ( apparently no one had bothered to do so ). Even he was as confused as we were ... his exact words to me were " It seems like XXXX things were paralleling on XXXX hand we are foreclosing on your home yet on the other hand we are helping save your home, how did this happen? I do n't understand how it got this far! '' As of that day complaints/e-mails were submitted to his manager and our loan modification officer ; XXXX XXXX who we could never get a hold of because it turned out he was promoted in XXXX ... yet all of our notices still contained his information ( We actually just received a letter early XXXX 2015 introducing a new specialist assigned to our account XXXX XXXX! ). Proceeding this letter we also recieved a statement dated XXXX/XXXX/15 as a XXXX notice of foreclosure and stated an amount necessary to pay to bring our loan current!!!! WE WERE EXCITED AT THE THOUGHT OF KEEPING OUR HOME, only to have our hearts shattered AGAIN, It was sent in error.

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