Consumer complaint received 2015-11-08
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Time LineXX/XX/XXXX : Keep Your Home California ( KYHC ) sent a Notice of Conditional Eligibility for the Principal Reduction Program ( PRP ) to Wells Fargo Home Mortgage ( WFHM ). KYHC maintained my conditionally eligibility status until XX/XX/XXXX. 
XX/XX/XXXX : I submitted the loan modification application with supporting documents. 
XX/XX/XXXX - XX/XX/XXXX : I submitted XXXX additional documents responding to request for information. 
XX/XX/XXXX : WFHM acknowledged receiving all information needed to support my request for a loan XXXX : WFHM provides a temporary payment plan that includes XXXX payments with {$47000.00} beginning XX/XX/XXXX and XXXX payments of {$3100.00} for XX/XX/XXXX and XX/XX/XXXX. I had to agree to the temporary payment plan by Tuesday, XX/XX/XXXX. I was verbally informed that I had no appeal rights about the plan. The investor, XXXX XXXX XXXX, was providing a compromise vs. requiring the total amount of {$81000.00} due. I was verbally informed that I was personally responsible for the {$47000.00}. There was no written statement indicating that KYHC had refused to provide the funds to meet the {$47000.00}. 
XXXX : WFHM provided an appraisal XXXX : WFHM communication indicated that I was not eligible for HAMP and could only appeal the decision by XX/XX/XXXX if I had additional information to be considered within in 30 days from XXXX. 
XX/XX/XXXX : I verbally informed the WFHM Home Preservation Specialist that I agreed to adhere to the temporary payment plan. I was informed that if I fulfilled the payment agreement, a loan modification agreement would be sent to me for signature and notarization. 
XX/XX/XXXX : I contacted KYHC to secure information about what appeared to be a denial of assistance. I was informed that KYHC was awaiting the completed " servicer work form '' to be sent to them from WFHM. This form was sent to them along with the Notice of Conditional Eligibility. I was encourage to call the servicer and request to speak with the Hardest Hit Fund Department to inquire about the delay in completing the form. I was informed that I could not speak directly to the internal department. An email would be sent regarding the inquiry. 
XX/XX/XXXX : I contacted KYHC to see if I could secure a copy of the form and was told that it was an internal document. KYHC would send the form again. I was also informed that the conditional eligibility was really XXXX ( 90 days from the date of the notice ) and that WFHM had an additional 30 days to provide the information. There was nothing in KYHC 's records indicating that they had rejected the servicer work sheet since they have never received it. 
The issues : ( 1 ) It appears that WFHM and/or XXXX have failed to submit requested information needed to KYHC to secure the assistance of the XXXX. ( 2 ) The verbal statement that I am responsible for the {$47000.00} without documentation as to why, when assistance has been offered through KYHC, appears to be the exact opposite from we are " here to help you. '' ( 3 ) Based on all of the financial data provided, it was known that I did not have the XXXX payment in my accounts. I have paid XXXX payments which have been unapplied to date which has demonstrated my ability to fulfill the monthly payments. ( 4 ) If I had not contacted KYHC, I would not have learned that WFHM had not fulfilled their responsibility needed to help me to keep my home.

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