Consumer complaint received 2015-07-09
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
On XXXX XXXX, 2015 we called to find out the status of our loan modification with my Servicer, I was able to talked to my Relationship Manager XXXX XXXX at XXXX XXXX ) XXXX ext. XXXX and she advised me that my loan modification documents were confirmed that she had them on her system but that all my documents were going to be reviewed after my Appeal from my previous denial was finalized and removed completely from their system. She proceed to checked for my Appeal status and she advised that the Appeal was actually completed on XXXX/XXXX/2015, one day before our conversation with her. Then she advised to wait at least 1 to 2 weeks to get the Appeal removed and this way start my Loan Modification Request but that I needed to called to go over with her my documents and make sure she had all updated documents and from their she was going to placed my loan for reviewed again for loan modification. Most important we asked what was going to happen with the Foreclosure Sale and she advised us that the Foreclosure was Suspended, that their was no sale date. We advised her that the Trustee Attorney 's had the sale set for XXXX/XXXX/2015 and she placed us on hold to check and she came back and still confirmed that my Sale Date was completely Suspended. We even told her that we were going to call the Trustee Attorneys to make sure the XXXX/XXXX/15 was not going forward. End of our last conversation. On XXXX/XXXX/15 we called XXXX from the Trustee Attorneys that their were notes from the Lender that theirs been a Suspended Foreclosure and there were no sale date. On XXXX XXXX/XXXX/2015 left a message to XXXX XXXX to advised her that the Trustee Attorneys did confirmed their was no sale date. We assume that the information given from our Relationship Manager and the Trustee Attorneys was that we did not had a Sale date and it was a matter to wait several days to get our new loan modification request back into reviewed. But, we still called again on Tuesday XXXX/XXXX/2015 because we checked again the XXXX XXXX XXXX XXXX and seen that the Trustee Sale was still showing for XXXX XXXX, 2015. Call the Trustee Attorneys and spoke with XXXX and XXXX and they advised us that the Sale was for XXXX/XXXX/015 and immediately we questioned them about our conversation with XXXX on XXXX/XXXX/2015 that the sale was suspended and they simply stated that their were just reading the notes and the lender requested to proceed with sale. We called immediately American Servicing Company and spoke with XXXX and he also confirmed to us that the sale was going forward that we did not qualified for a loan modification due to lack of income. We requested immediately to speak to XXXX XXXX but she was not available and we left her a Urgent message to contact us. But never called. We proceeded to Contact the Executive Office of Wells Fargo and spoke with XXXX explained our situation and immediately he tried to contact XXXX XXXX but no luck, then he was able to message with XXXX XXXX XXXX XXXX XXXX and she advised that Internal Department denied our Loan Modification, XXXX advised her why XXXX said that our Loan Modification documents were not going to be reviewed until a few days after the Appeal was completed and taken off the system, and now suddently we are denied because they reviewed our documents and the Sale date Suspension was lifted. XXXX advised that certain accounts do not give the 30 days and this loan had a code wish will not allowed for us to get another postponement. We ask why from having a Completed Suspension not a Postponement our Sale date got lifted and now we are facing a Foreclosure with no options for us to Appeal this new Denial or even Sell our home, do Bankruptcy, no options were given to us. We have been in violation of our rights. See Attachment with more explanation of my complaint.

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