Consumer complaint received 2015-08-18
Company: WELLS FARGO & COMPANY
State: IL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I experienced a very difficult hardship in XX/XX/XXXX & XXXX of 2014 I lost a family member in XX/XX/XXXX and another in XX/XX/XXXX which put me far behind to the point that I had to cash in on my retirement plan to keep up my payments until I fell behind which is when the request for a modification was submitted with Wells Fargo and nightmare began. My soon to be my ex-wife was helping me with the process and was following up every 4-5 days with Wells. Contact was XXXX XXXX XXXX ext XXXX. I received a letter dated XX/XX/XXXX advising me that information was carefully reviewed and " Proprietary Step Rate Program '' I did not meet the requirement due to maximum number of modifications allowed. Contacted XXXX and he repeated the same thing as the generic letter received I also received a letter also dated XXXX/XXXX/14 giving me another reason which had to do with NPV which he explained it 's " complex formula developed by the Treasury and XXXX was not acceptable by the investor ( XXXX different decision on the same date ). 
On XXXX/XXXX/14 I was advised by XXXX to appeal decision and I did. He asked for a Market Analysis from a Real Estate which I provided, then he sent a request for XXXX to order an appraisal which he sent a copy of for property value of XXXX when I called him to also discuss a mold issue which was discovered after removal of wall paper in the basement. He argued with me about the appraisal of the property, he took it personal and said " It is not my fault that prices are what they are and why does the lender have to take the loss '' with all this I received another generic letter with denial for the same reason " Already received the maximum number of modifications. Since all this he ordered XXXX additional appraisals each one higher which is what he wanted to see. Again It very personal. We went thru this process 3 times with same result, from here we filed a complaint with upper management and case was assigned to XXXX XXXX Executive Mortgage Specialist after I advised them of this complaint. they asked for time to review during this process they assigned another XXXX XXXX ext XXXX, we received several letter in XX/XX/XXXX advising that the review was still in process and extended waiting period in the meantime I heard nothing until I called for an update and was told modification was denied in XX/XX/XXXX this iformation was given to my wife by XXXX. Needless to say I was shocked, I never received the result of the investigation I have letters advising of this and XXXX tells me modification was denied in XX/XX/XXXX. This is unbelievable. One other thing with XXXX he asked me about what would be a good value for the home and I said XXXX less the invoice which I sent to him ( per his request ) to remove the dangerous mold throughout the basement. He never replied other than correspondence stating he ordered new appraisals. Please help me as I have been in this house for 24 years, I raised my children and the neighborhood is not good by I have a lot of memories here. I have been fighting with Wells Fargo employees and this is n't personal.

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