Consumer complaint received 2017-07-25
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
On or about XX/XX/XXXX, we wrote Wells Fargo Home Mortgage ( Via USPS Certified Mailing/RRR :  XXXX XXXX XXXX XXXX XXXX ) requesting, assistance with our mortgage " Possible Loan Modification '' due to my husband losing his job ( due to an on the job injury ) and our loss of income. We reported in our letter, that " WE INTEND, TO KEEP OUR PROPERTY ''. Initially, we were contacted by XXXX XXXX a WF Home Preservation Specialist. XXXX XXXX advised us that WF would be qualifying us for a Forbearance due to my husband 's job loss. He promised us, that we could pay {$25.00} to {$0.00} a month until our financial situation change. He forwarded us a packet of documents ( which included a notarized " unemployment form '' for my husband ) to complete, sign and fax back to WFHM. We " immediately '' completed the said WFHM documents ( 13 page 's ), and faxed them to XXXX XXXX onXX/XX/XXXX via WFHM Representative XXXX XXXX ( at a neighborhood WF Branch AU XXXX ). On or about the XX/XX/XXXX we received a telephone call from WF Executive Office XXXX XXXX, informing us that XXXX XXXX, WFHome Preservation Specialist ( XXXX ext. XXXX ) would be assigned to our case. We shared with XXXX XXXX that we were already working with XXXX XXXX. He DEMANDED, that we be assigned to XXXX XXXX ( instead ).  When I asked him for a reason of the change, he stated : " We are the Executive Office and we get to decide who you work with ''. On XX/XX/XXXX, we received a telephone call from XXXX XXXX requesting, proof of my XXXX annuity income for the WFHM underwriter. I faxed WF a photocopy of my XXXX income in the amount of {$420.00} ( 3 page 's ) while still on the telephone with XXXX. This morning,XX/XX/XXXX @ approximately XXXX, we received a telephone call from XXXX  reporting, that WFHM would n't be able to assist us due to us NOT HAVING ENOUGH INCOME. XXXX reported, that we can APPEAL the WFHM decision via documents that would be mailed to us. XXXX then reported, that WFHM would be happy to assist us with the selling of our home. Otherwise, WFHM would begin Foreclosure proceedings. Then, XXXX began conversation about my many, many unanswered telephone call 's and voice mail message 's left for him to return my telephone call 's. He repeatedly argued, that I have NEVER left him a voice mail message and my telephone call 's ( to him ) were always after business hour 's. According to XXXX XXXX, WFHM does n't close until XXXX. Further, XXXX telephoned our home yesterday, but did n't leave a message. I/We return all WFHM telephone call 's to the telephone number on our caller ID, and to XXXX 's telephone number, but he NEVER answers the telephone. So, we are forced to leave message, after message, after message on his WFHM telephone message center. Repeatedly, we have telephoned XXXX and left many, many voice mail message 's but he REFUSES to answer the telephone or return our telephone call 's. Today, he continued to argue that we were phoning him after business hour 's. It is our position, that we have telephoned XXXX during business hour 's and after business hour 's. Just yesterday, XX/XX/XXXX, we telephoned XXXX immediately after, he telephoned our home and hung-up. Again, he did n't answer the telephone. It is our position, that WFHM is " again '' RETALIATING against us due to our previous Consumer Financial Protection Bureau Filed Complaints. When I requested ( via XXXX ) to speak with his manager and/or the Executive Office Manager, he REPEATEDLY REFUSED my many request 's citing, that there was NO Executive Office Manager to speak to. I shared with him, that I have previously spoken with a WFHM Executive Manager. XXXX, then stated : " What is the Executive Manager 's name so that I can transfer you to him ''?. I then reported to XXXX, that I would be phoning a HUD Counselor and filing a complaint with the Consumer Financial Protection Bureau. Respectfully Submitted, @ XXXX.

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