Consumer complaint received 2017-10-19
Company: WELLS FARGO & COMPANY
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I came out of my Chapter XXXX being dismissed in XXXX. I asked Wells Fargo for a loan modification, after three request they sent one. I told the advisor XXXX XXXX that my husband XXXX just graduated from college and had 2 job offers. She told me to send her the offer letter he was accepting with the loan mod package. I asked her for a VOE so  they could get his employment questions answered that I knew would come up with a new job. The mod was denied, they did not count XXXX income because it was a start date ahead from the time I submitted the application. By the time the decision was made XXXX had already started working. I was told I could dispute it by submitting his paystubs. I sent in the dispute with XXXX first paystub. He started in the middle of the pay period. The underwriter failed to contact his company with the XXXX authorization for questions she had, instead denied the file. I called and spoke with a manager who told me I would have to the " restart department '', and file another loan modification because I had a " change in circumstances '' with my XXXX new job.I contacted the restart department who refused to do  anything because I am past 3 years of being delinquent. Although a mod package was sent to me in XXXX this year, the restart department refused to allow me to do the loan mod based on change of circumstances. I contacted the office of the president. I went through two representatives before having to ask for a superior, supervisor. I presented through my lawyer to Wells Fargo an offer to do a " short payoff ''. The request states that Wells Fargo would agree to halt the foreclosure sale and allow time to close on the short payoff with an investor that is willing to refinance my house. I have offered to do the remaining balance over a term of 30 yrs at the same interest rate. I 'm offering Wells Fargo every dime they want although they have put me through XXXX for 4 yrs not working with me when I was XXXX from my car accident that caused this mess. I was called tonight at XXXX before Wells Fargo closed, by the restart department again, acknowledging they got the letter, and they refuse to send it to the liquidation department because my sale date is within 34 days. I asked the woman if she read the letter where they would agree to halt the foreclosure. She said their department is not at liberty to make that decision but she refused to even send the letter to the department that can make the decision. Wells Fargo has messed up on my Save the Dream Grant, my Court Mediation request, several modification packages and now they are messing up my chance to save my home through another investor by doing a short payoff. The restart department within Wells Fargo has absolutely no honest, ethical feelings to do anything for borrowers. I feel i have became a victim of modification loan fraud and foreclosure fraud.

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 non-monetary relief