Consumer complaint received 2016-08-16
Company: WELLS FARGO & COMPANY
State: NJ
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
On XXXX, I submitted a written request via a hardship letter and supporting documentation as requested per Wells Fargo for a deed in lieu as a work out option. 
I was assigned a loan preservation specialist ( XXXX ) that advised me they would be handing the account and request. That loan preservation specialist failed to communicate with me or return any of my calls. I called numerous times to confirm all of the documentation was received and was advised by WF that it was. Months later I received a letter from Wells Fargo stating that I had a new loan preservation specialist and if I wanted to continue workout options to send in documentation. 
I called the new loan preservation specialist and was advised the deed in lieu was close because I failed to submit sufficient documentation, but she could not tell me what documentation I failed to submit. She then advised me there was never a deed in lieu request on file, but rather a short sale request. I insisted this was not true and the loan preservation specialist researched the account and found the original documentation and hardship letter requesting the deed in lieu on XXXX. XXXX requested that I change the date on the deed in lieu for XXXX of XXXX and re-sign it and fax it to her. The loan preservation specialist ( XXXX XXXX XXXX reached out to the processor to re-open the deed in lieu and postponed the sheriff sale to complete the process. The second loan preservation specialist disappeared and I was notified by mail of my 3rd loan preservation specialist, XXXX XXXX, who has been almost impossible to get in touch with or communicate with. It was like starting all over again for the 3rd time. 
XXXX advised an appraisal had to be done to complete the deed in lieu. I agreed and allowed the appraiser to come into my home and take pictures. Then, I received a letter in the mail stating there were XXXX liens on the property that needed to be paid before proceeding. XXXX lien was XXXX XXXX lien from XXXX XXXX from XXXX and satisfied in XXXX, just never recorded. I addressed the lien with the XXXX XXXX XXXX XXXX and faxed documentation to XXXX showing it was satisfied. The second was a state judgement from the XXXX from XXXX. I also faxed proof the lien was satisfied to XXXX and nothing was done. 
I now have received a 4th notice from WF dated XXXX stating that I have a new and 4th loan preservation specialist named XXXX XXXX XXXX and he would be taking over the account. 
Wells Fargo is unresponsive to the deed in lieu request and the sheriff sale is scheduled for next week, XXXX. 
On XXXX, I spoke with a manager for the FIRST time at WF and was advised the investor, XXXX XXXX, has denied the postponement of the sheriff 's sale to complete the deed in lieu process. 
I then called XXXX XXXX to advise them of what has taken place since my original request for a deed in lieu on XXXX and was told an escalation case would be opened with WF. 
I called WF back on XXXX to let them know I spoke with XXXX XXXX. I was then transferred to XXXX XXXX with the Customer Care Executive Group at XXXX ext. XXXX. I reiterated to XXXX the culmination of events that have led me to this point in time with the Sheriff 's Sale and deed in lieu process. XXXX advised me she would get back to me by this Friday, XXXX with an answer as to what is happening with the deed and lieu that was originally requested on XXXX. 

I am not hopeful that I will hear back from WF given the past and how WF has communicated with me or handled the deed in lieu work out option. 

Had I have known WF would have not been proactive or reactive to my deed in lieu request and allowed the home to go to foreclosure/sheriff sale, I would have pursued other workout options such as a short sale or loan modification

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