Consumer complaint received 2017-10-18
Company: WELLS FARGO & COMPANY
State: MI
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
I contacted Wells Fargo for help. I lost my job and was waiting on my social security XXXX but scared my savings was dwindling. I started XXXX plan in XXXX XXXX at {$25.00} for 6 months. In XXXX XXXX I received notification of XXXX award. Was informed to complete loan modification paperwork beginning of XXXX with award letter, XXXX and 2 bank statements showing award money. Submitted XXXX XXXX. Tried to make XXXX payment of {$25.00} and told not to which did n't make sense. Received award letter from Wells Fargo on XXXX XXXX ( dated XXXX XXXX ) of trial modification payment of {$630.00} which surprised me because the amount had only gone down XXXX {$30.00}. Created list of questions I needed answers for as I did n't understand breakdown. I had also included a list of my expenses along with my mortgage application totalling close to {$2000.00}. My income was listed at {$2300.00} when my award letter stated {$1800.00}. I was brushed off and brushed off by so many people I lost track but will try to document majority. I also contacted XXXX XXXX since I learned they owned the loan and Wells Fargo just serviced it. XXXX @ XXXX XXXX informed me that if my SSD benefits had zero deductions then I should not be 'uptaxed ' as Wells Fargo had done : showing my monthlly income of {$1800.00} with zero deductions as {$2300.00} on my loan modification award letter. I also reached out to Springboard as HUD counselor listed on my letter from Wells Fargo and she told me the same thing, zero deductions = monthly income from SSD. I spoke with XXXX on XXXX/XXXX/XXXX. 
I did appeal the loan modification amount 2 times as I never heard back, once mid XXXX and the other on XXXX XXXX. 
People spoken to : original loan specialist XXXX XXXX from XXXX XXXX to present to answer my questions from Wells Fargo : XXXX on XXXX/XXXX/XXXX as XXXX not available Lm for XXXX on XXXX XXXX : interest rate going up or balloon payment, will trial pmt change, can I bring current & refinance. 
Lm for XXXX on XXXX @ XXXX - she did call back and gave me 40 years, XXXX stay XXXXXXXXXXXX. I asked why I did n't have to make the 6th XXXX payment and she just said I did n't have to. Also said the amount to refinance was {$78000.00}. 
XXXX/XXXX/XXXX called XXXX XXXX @ XXXX XXXX XXXX ) listed on my modification letter. She told me I should have no uptax since my social security XXXX benefits have zero deductions. 
XXXX/XXXX/XXXX XXXX for XXXX XXXX, called back and spoke to a XXXX and XXXX @ XXXX. 
XXXX/XXXX/XXXX called for XXXX, no answer, then a XXXX XXXX, XXXX and XXXX @ XXXX. 
XXXX/XXXX/XXXX sent email to XXXX with my dispute and documentation : award letter XXXX long version that listed 25 % of my SSD award going to lawyer ), appeal document @ XXXX. 
XXXX/XXXX/XXXX called & spoke to XXXX since XXXX did n't answer and said I had sent appeal AND award letter. I finally was able to get XXXX 's email address to forward the documents because XXXX was not there, this was a Friday. She sure did n't want to give me her email!!! 
XXXX/XXXX/XXXX called XXXX @ XXXX XXXX to verify the zero deduction = zero uptax on income, yep! 
XXXX/XXXX/XXXX called lawyer for free legal consultation XXXX/XXXX/XXXX XXXX for XXXX @ XXXX XXXX/XXXX/XXXX called for XXXX @ XXXX, she was not available but would send her email to get in touch with me, reference for me to use was XXXX XXXX/XXXX/XXXX LM for XXXX @ XXXX XXXX to see if she could please provide me with documentation stating to remove the 125 % uptax inflation factor. 
XXXX/XXXX/XXXX received letter from XXXX XXXX that she has to push my date out from XXXX XXXX to XXXX XXXX to answer my questions. 
XXXX/XXXX/XXXX received message ( phone ) from a XXXX XXXX ( I could n't understand ) that XXXX XXXX would now be my go to guy but he was out of the office. 
XXXX/XXXX/XXXX received message that my date for answered questions was now moved to XXXX XXXX, XXXX from a XXXX ( I think ) from the Wells Fargo Executive office. 
XXXX/XXXX/XXXX called to speak to XXXX ended up talking to XXXX who will get with manager to research my account. She then sent me to XXXX in customer service to dispute my late payment XXXX XXXX XXXX when XXXX told me to not pay. XXXX informed me I needed to contact XXXX to dispute. I asked her if she knew where the credit information came from and she said no. I said, it rains from the sky. I had to tell her that it was Wells Fargo and she was in customer service. WOW!! 
XXXX/XXXX/XXXX received email from XXXX XXXX that I will have a point of contact and her name is XXXX for my case # XXXX. She was supposed to get back to me but did n't. Everyone drops the ball do n't they??? 
XXXX/XXXX/XXXX called XXXX and left her a message I needed to speak with her. No response. XXXX. 
Also want to add that I spoke with XXXX XXXX and he informed me that the 25 % uptax probably came from the award letter I sent in. I said I sent 4 award letters. The 1st was the whole one with all information including the payment to the lawyer and then 3 more with the last one being signed by the manager at the social security office. Every single document has no deductions. 
I also received a letter that they had received my appeal and were going over my documents in great detail. The same day I received a letter saying my appeal was denied and that I had not submitted any other documents. Funny thing is, my 1st appeal was XXXX XXXX but both letters were dated XXXX XXXX. Funny how I could go thru the appeal process and all my information was looked at the DAY BEFORE I submitted it???? 
I received a letter from XXXX XXXX dated XXXX XXXX indicating a few answers. 
1. Payment is affordable based on my documents submitted. Really? And that includes my list of expenses they were going to look at? Of which I had a {$390.00} loan payment at my credit union, credit card bills ( 3 ) payments of XXXX, water bill {$60.00}, heat/electricity {$180.00}, car insurance {$100.00}, cell phone {$68.00}, car {$60.00}, etc. plus I need to pay {$13000.00} for the new roof I had to put on in XXXX of XXXX. 
2 Removal of PMI. Nope. I said It was comical that I had just received a letter saing my PMI was ready to fall off and he says they ca n't do that because I am past due for more than one month. I was current on all my payments until I came to Wells Fargo and they said of course they could help and would look at everything and adjust APR and add on years according to my income and expenses! 
3. My credit - again he states that there is nothing they can do for the month they told me not to pay because I was done with forebearance and in modification process. They CAN and should have let me at least make the {$25.00} payment so I did n't show as not making a payment. Had I known I would have insisted onmakinng. It is n't my fault they told me to not pay it, they should fix it and I know they can as I used to work for a credit reporting agency so I do know they can! 
4. Escrow shortage-I still have no concrete answer as to how the calculation was/is determined. He just talks around and around and around. 
5. Income - this is bull! He now states that they, as a mortgage servicer, are abiding by HAMP guidelines. Funny I looked up HAMP and it does n't apply to me as it is for loans made before XXXX! 
I now have the pleasure of working with XXXX XXXX. I spoke to her today and had given her the persons name at XXXX XXXX and telephone information. She told me today that she had not called her and that she had no need to. 

That was the kicker! Are they trying to foreclose on my home? I had zero past due payments prior to Wells Fargo " helping me '' and have made every single pament on time now except for XXXX. I am fed up with them and their fraudulent means to extract more money from me by increasing my income! How can they legally do this???? I am really ticked. My credit has dropped over XXXX points because of this stupid company and I am beyond angry!! Especially with them trying to take advantage of a person who is medically XXXX and barely gets around! I have XXXX XXXX XXXX and XXXX XXXX and  XXXX and just found out this week that I might have XXXX XXXX also! What did I do to deserve crap from them? I made every payment on time to them prior to this and I went to them for help BEFORE I was past due and even offered to pay my homeowners of {$630.00} and my taxes that were roughly {$1300.00} but they would have none of that! 

I have all kinds of emails and letters and more logs but this logged me out last time so we will save it for the next round!

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