Consumer complaint received 2016-09-08
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
We were offered a HAMP I modification two years ago aprox XXXX XXXX, from Wells Fargo a company we have used many times over the last thirty years and paid off many mortgages. We were thrilled to participate in what we thought we be a good faith transaction with them by agreeing to pay XXXX trial payments, they stated they would make the modification permanent. We went to the local branch of Wells Fargo bank and dealt directly with its current XXXX XXXX XXXX XXXX. XXXX XXXX accept our aprox XXXX. our payment each month early and in good faith via debit card transaction so no change of overdraft etc. 
We continued to do this and on the completion of the XXXX payment we asked XXXX XXXX to give the servicing department a call while we all sat in his office as we always did and tell them the great news that we had in fact completed our trial payments. 
He did so and the representative said the permanent mod would be " in the mail ''. The permanent mod did not come " in the mail '', and when it came time, as time continues without fail, it was time to makw another " payment '' which should have been our first permanent payment. Each time we asked XXXX XXXX and he obliged to call the servicing depart while we sat in his office only to here her say, ... '' just tell them to make another payment '', and the permanent mod will be " in the mail ''. On payment number XXXX we happened to have recieved a storm damage loss check in the AMOUNT OF EXACTLY XXXX. Made out to ourselves and Wells Fargo. We still possess the check. XXXX XXXX was familure with mutli round of storms hammering our area and understood that the roof needed repairs asap and stated this to the servcing manager. He expressed the company olicy which still stnds today allowing branch managers to endorse loss damage checks for up to exactly XXXX. And he asked about our permanent modification documents as we were in the process of making our XXXX payment. This can all be verified by Wells Fargo branch manager XXXX XXXX XXXX and both my husband and myself were present as well.XXXX. The servicing manager on speaker phone stated for him to have us endorse the check over to Wells and he reinitialized his position of the storms bearing down and the property would likely have more damage if not repaired and protected, even tarps were being blown away in the strong winds of Florida during that time which can be verified via historical weather information. She then stated on speaker phone just have them endorse the check due to them not being current on their mortgage. XXXX XXXX said but they are current, in fact they have given us every payment on time and today they will be giving us the XXXX payment along with the benefit of the doubt that we will honor our permanent mod agreement after we have not given it too them as promised. He was upset. He took her off speaker phone and argued and argued then closed the call and apologized that this what happening and he had no real understanding as to what was occurring. This sent us spiraling in fear that it was all a scam. we left the branch with our check and in panic mode filed pro se.chapter XXXX soon after in XXXX. In XXXX XXXX, after receiving the pro se chapter XXXX notice, only then did Wells without court permission sign the permanent modification documents and return them to us of no value because the pro se chapter XXXX court would have to approve it and they refused to file a motion to do that voiding the modification. Today two years later, we still have the check endorsed by wells and a faulty roof. We have spent thousands of dollars and time sending in correct and qualified modification applications for our HAMP I or even a HAMP II or even a streamline of any kind and Wells Fargo has unfairly denied us again and again with untrue and unfair denials, Please for Gods sake, help us keep our home. Thank You.

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