Consumer complaint received 2015-12-30
Company: WELLS FARGO & COMPANY
State: VA
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I have requested assistance through a short sale from Wells Fargo. My initial request was sent on XXXX XXXX, 2015 and address to XXXX XXXX XXXX, Senior Vice President for Client XXXX. This request was followed by a request from Wells Fargo to submit the same information on their Uniform Borrower Assistance Form. The form was completed and sent to Wells Fargo a second time on XXXX XXXX, 2015. On XXXX XXXX, 2015, I received a request for more information XXXX Bank Statements, Mortgage Assistance Form a second time, and Tax returns ). XXXX addressing the new request was completed and sent on XX/XX/2015. This time it was submitted on a Making Home Affordable Program Request for Mortgage Assistance form - same information sent a third time. Included in the packet of information was 2 months of bank statements, copy of the initial Hardship Letter dated XXXX XXXX, 2015, Income and household expenses, Short form Request for Individual of Tax Return Transcript, a cover sheet with checklist for Request for Mortgage Assistance-RMA, IRS form XXXX, Full Income Documentation : Paystubs, Bank Statements, Rental Income. All of this information was faxed to XXXX - the person assigned to work with our Real Estate Agents. Today, XXXX XXXX, 2015 at XXXX XXXX., I received a phone call from XXXX XXXX, Executive Mortgage Specialist calling on behalf of XXXX XXXX saying she did not receive the requested information. She was referred our Real Estate Agent that sent the information to XXXX. A request was made to XXXX XXXX asking for the procedures that take place to address a short sale request. XXXX XXXX stated that she would not send a list of the procedures and she had no obligation to the consumer to do so. 
According to federal rules and regulation published by the Consumer Financial Protection Bureau, mortgage servicers have to follow good customer service policies which include any request for information. 
Based on behaviors demonstrated by representative at Wells Fargo, honesty, support and customer service are not a part of their business culture. Wells Fargo has violated a number of federal rules and regulation by failing to address practices that are no longer allowed by federal guidelines such as assisting consumers that are interested in a foreclosure prevention option like the short sale I have requested. My request is directly related to a mortgage that was not initially set up to be affordable under the standard of qualified mortgages that no longer allow features with interest only period, where the consumer pay only the interest without paying down the principal. This category of mortgages are considered to have risky features that contributed to consumer problems during the mortgage crisis. If Wells Fargo is allowed to not address the loans they currently service that have risky features, you can expect another crisis and continued damage to consumers like me that are still left to deal with these loans with risky features. If lenders are no longer allowed to provide loans with these risky features, I am currently being discriminated against by Wells Fargo for not addressing loans that fall under the current federal rules & regulations. To have rules that address pending loans, but do n't address current loan held by the servicer is discrimination. 
It is Wells Fargo intention to avoid addressing my initial request by saying they never received the information requested. For this negligent business practice, Wells Fargo should be cited and penalized. What good are federal rules and regulations, if lending institutions are not forced to abide by the policies set forth?

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