Consumer complaint received 2015-09-19
Company: WELLS FARGO & COMPANY
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I contacted XXXX last XXXX after the Hardest Hit Fund could no longer help me with my mortgage payments after being laid off. I was given a list of documents and paperwork to submit to XXXX which I did & had a website that I could log into for updates or to communicate with Wells Fargo, my mortgage lender. In the interim I began receiving packages from Wells Fargo asking me to supply the same documents to them via XXXX which I did not do since they could view the same documents on the XXXX website. XXXX of the documents that had been requested was tax forms, and I explained to XXXX I had not filed because I owed money and could n't pay -she said to type that in a letter & submit which I did. By XXXX of 2015 with no results and little communication from my XXXX rep and being called incessantly by the bank for payment ( sometimes 8 or 9 times a day and even after XXXX and on weekends ) I contacted XXXX and was advised to re-submit the documents, which I did. Again I began receiving the packages from Wells Fargo wanting the documents via XXXX and continually being called for payment. I also during all this time received letters with the name & number of a NEW acct. specialist for my mortgage. By around XXXX I had no response and again called XXXX. My rep was busy so I spoke to " XXXX '' who said I should type an email via the website asking for some feedback from Wells Fargo and when I asked him about the packages I was receiving he laughed and told me NOT to send them back because that would nullify my file with XXXX & I would then have to go through the bank for a modification which was more lucrative to the bank & the reason they were sending them. I emailed the bank via the site asking for them to work with me & help me to save my home - no response for several weeks. In the meantime I am falling further and further behind on the mortgage. I again received a letter from the bank several weeks ago that due to them no receiving the documents requested they were closing my acct. I was also very angry with the XXXX rep because I felt I gotten little help from her ( did n't respond when I left voicemails or sent emails ). When I called the bank about a week ago I spoke to XXXX XXXX and went over the whole story you see here. He told me he was looking at my file as we spoke and seemed perplexed as to why nothing was done with my file, he even stated that he was sorry and that " they '' had had a lot of trouble with communication within the bank and " things '' or " people '' falling through the cracks. He stated that maybe the bank would not modify my loan due to my not filing taxes which I responded that if that were the case I should have been notified of such in the beginning and not 10 months later which he agreed but said he was n't sure what the issue was. He also stated that they had a " sale date '' for my home XX/XX/XXXX! I was dumbfounded. He then told me not to worry because he was transferring me to a dept. that could help - which he did. The man on the phone stated that he was there to help me see what type of modification they could assist me with at which I responded if they were willing to modify I was going through XXXX. He then began backpedaling and the line was disconnected. I called back, could n't get XXXX but another young lady, XXXX, wanted to transfer me back. I explained that I would contact XXXX XXXX and be back in touch. XXXX has asked me to submit documents again & they will re-submit them to the bank but I am petrified because it they again drag their feet and ignore me then they will sell my home in XXXX. I bought this house XX/XX/XXXX on the VA bill and DO NOT want to lose it, and I have no where to go. I would also like to add that I was working for temp agencies during this period and had a consistent job for several months - now am currently looking. Please help me. Thank you.

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