Consumer complaint received 2016-06-14
Company: WELLS FARGO & COMPANY
State: TN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
On XXXX XXXX, 2016, at XXXX XXXX, I placed a call to Wells Fargo Home Mortgage, which holds the lien on my property. 
XXXX is the representative that answered my call that day ( her location was a Wellsfargo call center in California ). I gave her my name, verified my address and phone number, and advised her that I filed a chapter XXXX bankruptcy and needed to give her the case number and to find out if I was in foreclosure - I had no idea what the status was of my loan since I was past due. 
She then asked for more information regarding the BK XXXX XXXX in which I filed, the attorney name and phone number, and then said she was going to look it up/enter into her system. After a short hold, she came back to the line. I asked her for the current status of my loan because I am afraid of foreclosure ( i.e. loan status - was it in foreclosure, is there a sale date? ) and the rep advised she could not release that information to me. I asked again for my loan status and details, and she refused to assist.. I advised her that I had a right to know the information about my home, the status of the loan, etc., and asked for a supervisor. She placed me on hold ( MUTE, because their was no hold music, just silence ) for about XXXX minutes. Then she came back to the line and said she was trying to find a supervisor but was not able to, and then told me that she will not release any information to me and that I must ask my attorney for any information about my loan with Wells Fargo. 
I advised that was incorrect, and again asked for a superior - then she advised me that any supervisor will tell me the same thing, and she confirmed this with another supervisor, and stated this was due to Wells Fargo policy. 
She said she WILL NOT release any thing about MY loan to me because I had an attorney!!! 
I requested to terminate our conversation and only wanted to talk to a supervisor and again requested a supervisor ... and I asked to actually be placed on a hold and not mute until she was able to get a manager. 
She agreed and placed me on hold for a total of XXXX minutes. 
She then came back on the line to advise she was not able to find a supervisor and told me to continue to hold if I wanted to talk to XXXX. 
I feel deeply discriminated against! This company had a representative deny me the right to information on my loan!! It is my loan, and I have the right to obtain information! The representative refused to transfer me to a superior, kept me on hold for a total of XXXX minutes!! This is a form of harassment on their behalf to me. I am a customer, and just because I filed a chapter XXXX, I was denied information, mistreated, harassed and discriminated against! Please fix this! 
1. ) I should have been able to obtain any information requested regarding my loan - I need to know if my home is in the process for foreclosure! I am trying to keep my home! 
2. ) Unfairly treated for filing a bankruptcy, by being forced to hold for almost an hour without any assistance, and was placed on MUTE instead of an actual HOLD - but the rep was n't even attempting to seek management or help as I requested 3. ) I requested to terminate our conversation ( rep did n't not comply ) and requested management multiple times and this was also refused 4. ) Stop harassing and discriminating me - I have the right to know my loan information and the right to file for a bankruptcy

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